paigepea
Drama Llama
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Posts: 5,609
Location: BC, Canada
Jun 26, 2014 4:28:55 GMT
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Post by paigepea on Jun 3, 2016 14:56:52 GMT
Update:
No one was in our room after us - housekeeping did a crappy job. They are supposed to change the duvet and duvet cover - which we watched them do from our living room late last night. They ended up giving us last night for free. And we did use the cabana on them today (at 110 degrees it was fantastic!!). While every time I think of thre dirty linens I feel gross we're moving on and having fun. Thanks for all of the replies!!
We are currently staying at the Venetian in LV. We arrived yesterday. This is our 7th year in a row staying here (or palazzo) for this annual trip we take with a group of friends.
Before we left I called to book a cabana. It all went well except that the concierge on the phone kept accusing me of being my dh'a daughter instead of his wife because I have a young sounding voice. Then, the next day we get a call that they screwed up on our cabana booking and it was really sold out that day so we'll have to do something else. My friend complained and they gave us a cabana for a different day, for free.
When we got into our room yesterday we started to settle in when I looked at something and froze and said - DH, did you bring a drink? The dresser had two half drunk cocktails, one night table had open ketchup packets, the other had a couple of half drunk cocktails. Then looking at the dresser closer there was an open package with a condom inside - I didn't investigate to see if it was used or not. I had to use the washroom so I left to use my friend's washroom. The hotel management offered to move us to a room with a better view but we asked for our room to be cleaned instead because we were in an area blocked for our friends and it's more fun to be together. They gave us $100 to spend on drinks / food at the pool.
Then, last night when we got into bed at 12:30am the linens were dirty. Really dirty. It was the duvet cover up by where you snuggle into it by your face. There was something crusty and brown (not one piece - many crusty brown pieces that kind of started to peel off as you moved the duvet cover) that was stuck but raised (meaning not a stain) and then something that looked like dried blood - also raised - next to it. DH had lost his patience. They said they'd send someone to change the linens - but the property is so big it took, in the end, an hour to get the linens changed. I'm a bit disappointed. We have always loved this hotel and have stayed so many times, but yesterday felt like a gong show for us, especially since the room is so expensive per night. I almost feel like we can't complain anymore because they've already done 2 things for us. Would you speak to a manager this morning or let it go?
Eta - what do you think we should expect them to do?
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Post by miominmio on Jun 3, 2016 14:59:24 GMT
As long as they're not doing their job, I would keep complaining.
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Post by Chips on Jun 3, 2016 15:01:22 GMT
I would speak to a manager to make sure they are aware of the issues. That is really disappointing and I am sure he would want to know about this in order to address the mistakes and make sure to keep you and your group as repeat customers.
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SweetieBsMom
Pearl Clutcher
Posts: 4,750
Jun 25, 2014 19:55:12 GMT
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Post by SweetieBsMom on Jun 3, 2016 15:01:32 GMT
Oh hell no would I let it go. I'd speak to the manager AND I'd keep complaining!
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psiluvu
Pearl Clutcher
Posts: 3,217
Location: Canada's Capital
Jun 25, 2014 22:52:26 GMT
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Post by psiluvu on Jun 3, 2016 15:02:08 GMT
Of course you should complain until they get everything right. Especially because you are regulars, have a group and pay $250.00 a night.
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Post by mikklynn on Jun 3, 2016 15:04:21 GMT
Keep complaining. That is all disgusting.
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Post by STBC on Jun 3, 2016 15:06:05 GMT
I would be furious and would want to talk to a manager. That's completely unacceptable. The cabana problem would not have been a huge deal to me but I would have switched rooms already after the incident with someone being in your room - a $100 credit would not have been sufficient. We go to LV with family and we never have our rooms together and it's not a big deal. (Actually its kinda nice to have some 'away' time for a while.)
I've stayed at the Venetian and I really liked it. I'd definitely talk to a manager who has the ability to really make things right so the rest of your trip is a good experience!
(edited)
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mallie
Pearl Clutcher
Posts: 3,253
Jul 3, 2014 18:13:13 GMT
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Post by mallie on Jun 3, 2016 15:11:27 GMT
Why in the world would you let it go? You paid for a room with a certain, reasonable, expectation of cleanliness. Hell, I'd expect to not find crusty crap on my duvet cover at a Fairfield for $139/night, let alone the Venetian at their outrageous prices.
The housekeeping for your room was a total failure.
Also any good hospitality manager would want to know about these problems. Especially if they are happening to repeat customers who might not ever return.
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Post by gar on Jun 3, 2016 15:15:47 GMT
I would follow it up, certainly with the highest manager you can speak to face to face. Explain that you're regulars but that this series of let-downs makes it unlikely that you'll continue to be. They should fall over themselves you compensate you generously.
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Post by kenziekeeper on Jun 3, 2016 15:15:54 GMT
I would keep complaining. You have enough issues to ask for your first night to be comped, IMO.
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Post by bluepoprocks on Jun 3, 2016 15:19:19 GMT
I would complain. I don't care if you are there every year or that was your first stay those things a unacceptable. Did they find out who was in your room? I would be worried that they might come back.
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Post by debmast on Jun 3, 2016 15:26:57 GMT
I can tell you what would happen if it was my hubby & I. My hubby would complain LOUDLY to employees/management ... in front of other guests. We've learned that this, sadly, often gets you what needs to be done more than just speaking with the manager one on one. Especially since you already had one issue!
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gsquaredmom
Pearl Clutcher
Posts: 4,092
Jun 26, 2014 17:43:22 GMT
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Post by gsquaredmom on Jun 3, 2016 15:27:12 GMT
Not only would I expect compensation, I also might call the health department and report it.
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Post by just PEAchy on Jun 3, 2016 15:27:59 GMT
Don't let it go-keep complaining. Were there any problems with any of the other rooms in your block?
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Post by crimsoncat05 on Jun 3, 2016 15:29:38 GMT
so, from the way you've written it, was someone in your room AFTER you've already checked in? or was 12:30 am the first time you'd looked at the bed linens closely enough to realize they hadn't been changed??
either way, it's horrible housecleaning, if they let the room again before making sure it was cleaned properly, but if someone had been in your room after you'd already checked in, that would really skeeve me out and I think I'd ask to be moved. Honestly, I think I'd ask for the room to be comped for at least one night, for suffering through all that stuff AND the wait times for them to clean / change the linens.
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Post by chaosisapony on Jun 3, 2016 15:35:25 GMT
The way it's written it sounds like someone was in your room after you had already checked in? Hopefully I'm reading that wrong as surely you wouldn't be trying to sleep there then.
In any case, keep complaining. The hotel needs to do it's job.
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Post by peasapie on Jun 3, 2016 15:36:25 GMT
They should comp you that room. That's disgusting.
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blue tulip
Pearl Clutcher
Posts: 3,006
Jun 25, 2014 20:53:57 GMT
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Post by blue tulip on Jun 3, 2016 15:42:17 GMT
I have never been to vegas so I guess take my reply with a grain of salt. but in any hotel room, with these many issues, at this point I would not expect to be paying anything for the room for that night. my understanding with vegas is that they comp rooms often. If they can do it for gamblers they can definitely do it for a long term, very unsatisfied guest that they have failed spectacularly at giving a good experience.
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Post by Dori~Mama~Bear on Jun 3, 2016 15:43:00 GMT
I would talk to the general manager of the hotel. That is not right that the room was like that.
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Post by ktdoesntscrap on Jun 3, 2016 15:49:34 GMT
You need to call and ask to speak to the General Manager. google his/her name in advance and don't speak to anyone else.
They should be comping your room and the housekeeping supervisor should be checking your room, at this point they should bend over backwards to make sure the rest of your stay is perfect.
Also look at their service promise on the website and quote that back to them.
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Post by gryroagain on Jun 3, 2016 15:51:54 GMT
Noooo...that is not right! You should complain, and loudly! yeah, maybe it's a one off and housekeeping somehow skipped the room (the drinks and packets left, and the duvet) but it's disgusting and the hotel needs to know. And they had certainly better compensate you with a free room or something big. I worked at a budget hotel and would have fallen all over myself making it up if that happened (and it does, sometimes, it's just how it goes) but a very expensive hotel like that it's even more horrid. Actually no, it's horrid anywhere, but the compensation should be better there.
Complain. Loudly. It's wrong.
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Post by scrapmaven on Jun 3, 2016 16:00:20 GMT
For that price keep complaining. They need to make this right.
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Post by lumo on Jun 3, 2016 16:02:34 GMT
You bet your bottom dollar I'd be raising a stink. All that you just described is insane.
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Post by pierkiss on Jun 3, 2016 16:07:06 GMT
If you're paying for this room then you keep complaining until they get it right. Otherwise don't pay and go somewhere else.
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calgal08
Pearl Clutcher
Posts: 2,519
Jun 27, 2014 15:43:46 GMT
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Post by calgal08 on Jun 3, 2016 16:13:12 GMT
Not only verbal complaints to the manager, you also need to write to senior management/CEO. Keep all dates and exactly what happened, and also tell them you are a repeat customer. This is totally unacceptable. The very least they need to comp the room, but in reality, the right thing is to comp the room and also give you a voucher for a free stay in the future. They need to give you a reason that you not only want to return, but that you will return.
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momto4kiddos
Drama Llama
Posts: 5,153
Jun 26, 2014 11:45:15 GMT
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Post by momto4kiddos on Jun 3, 2016 16:15:12 GMT
We are currently staying at the Venetian in LV. We arrived yesterday. This is our 7th year in a row staying here (or palazzo) for this annual trip we take with a group of friends. Before we left I called to book a cabana. It all went well except that the concierge on the phone kept accusing me of being my dh'a daughter instead of his wife because I have a young sounding voice. Then, the next day we get a call that they screwed up on our cabana booking and it was really sold out that day so we'll have to do something else. My friend complained and they gave us a cabana for a different day, for free. When we got into our room yesterday we started to settle in when I looked at something and froze and said - DH, did you bring a drink? The dresser had two half drunk cocktails, one night table had open ketchup packets, the other had a couple of half drunk cocktails. Then looking at the dresser closer there was an open package with a condom inside - I didn't investigate to see if it was used or not. I had to use the washroom so I left to use my friend's washroom. The hotel management offered to move us to a room with a better view but we asked for our room to be cleaned instead because we were in an area blocked for our friends and it's more fun to be together. They gave us $100 to spend on drinks / food at the pool. Then, last night when we got into bed at 12:30am the linens were dirty. Really dirty. It was the duvet cover up by where you snuggle into it by your face. There was something crusty and brown (not one piece - many crusty brown pieces that kind of started to peel off as you moved the duvet cover) that was stuck but raised (meaning not a stain) and then something that looked like dried blood - also raised - next to it. DH had lost his patience. They said they'd send someone to change the linens - but the property is so big it took, in the end, an hour to get the linens changed. I'm a bit disappointed. We have always loved this hotel and have stayed so many times, but yesterday felt like a gong show for us, especially since the room is so expensive per night. I almost feel like we can't complain anymore because they've already done 2 things for us. Would you speak to a manager this morning or let it go? Eta - what do you think we should expect them to do? Bit disappointed, i'd be pea livid. It's bad enough that they checked you into a dirty, uncleaned room, but you arrive back at 12:30 and are about to crawl into a crusty bed. I'd absolutely complain and I wouldn't say I was disappointed, i'd go with something like appalled! I'd expect them to refund you last nights room rate at this point.
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NoWomanNoCry
Drama Llama
Posts: 5,856
Jun 25, 2014 21:53:42 GMT
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Post by NoWomanNoCry on Jun 3, 2016 16:18:34 GMT
Hope you took pics in case you have to complain to the people higher up.
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christinec68
Drama Llama
Posts: 5,388
Location: New York, NY
Jun 26, 2014 18:02:19 GMT
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Post by christinec68 on Jun 3, 2016 16:19:59 GMT
I would be furious to have to deal with all of these issues on vacation and would absolutely keep complaining and talk to a manager. You're in Vegas, there are thousands of rooms you can stay in, they need to make this right for you.
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Post by mlynn on Jun 3, 2016 16:40:33 GMT
I would talk to a manager and tell them that it appears that someone is using your room when you are not there. That is a huge security concern. Not to mention the ewww factors involved.
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scrappinghappy
Pearl Clutcher
“I’m late, I’m late for a very important date. No time to say “Hello.” Goodbye. I’m late...."
Posts: 4,307
Jun 26, 2014 19:30:06 GMT
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Post by scrappinghappy on Jun 3, 2016 16:47:03 GMT
They comp big gamblers all the time. With all thehassles you have had, they really haven't done much for you.
I'd be kicking up such a stink, with honey of course, that in the end they would be comping the entire stay.
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