I booked the Palazzo after a huge amount of research and with high hopes that what I read on some Tripadvisor reviews wouldn't happen to me.
Here is my experience....
Valet on check in...Perfect
Checked in with 'Concierge" on first floor for a Concierge Level Suite
Concierge failed to forward the request for luggage delivery
Waited well over an hour for luggage and had to call to request again
Once in room...realized that that we hadn't received the discount coupons included in stay
Returned to the Concierge on the Concierge Level Floor and received coupons
Returned to room and truly looked at the room
Realized that it was really unclean; crumbs/food on carpet and couches, Unknown 'something' on stairs between 'levels'...yuck!
Returned to Concierge Level to communicate need to clean room
Leave room for a few hours
Return to find carpet clean, but not couches and not the REALLY GROSS 'Something' STILL on the stairs
Go back to the Concierge to complain more vocally, only to be told that a "full service cleaning " would be requested
Isn't this something that should be done PRIOR to a guest's check in???
I asked to speak to a manager or supervisor and was told that there was nobody on duty
(which I find hard to believe at a little after 5pm in the Concierge Lounge of a Las Vegas hotel...) but I was asked if I wanted the manager to call me the following day
I said I definitely wanted the call..but received no call over a three night stay
The room was finally cleaned within acceptable standards (but not great)
Turndown service only occurred once over a three night stay
Upon checkout, I requested the direct email address of the manager and was given an illegible note which I had to ask for clarification of three times and eventually had to rewrite myself...
When I sent the email to complain, it came back as 'undeliverable' which leads me to believe that I was given incorrect information
I then sent an email to the link connected to the third party 'survey' that the hotel sends out after checkout and got connected with a very helpful customer service rep who offerred a complimentary night in a Concierge Level Suite. This went a long way in restoring my faith in the Palazzo's customer service, BUT...when the certificate arrived in the mail, it was only for a regular room! (That is a difference of $100). I had to email again and point out the 'mistake' in order for it to be corrected. I did receive the correct certificate, but it surely shoudn't have taken so long .
The only positive thing I can say about the stay at the Palazzo is that the bathroom was lovely!
Customer service and cleanliness of the room was unacceptable for a hotel at that price range.
I would never stay at the Palazzo again.
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- Also Known As:
- The Palazzo Hotel Las Vegas
- Palazzo Las Vegas
- Palazzo Hotel Las Vegas