my husband and i originally had planned to stay down on the strip. but my parents just moved to summerlin, so the suncoast was alot closer, and the price was very reasonable. upon check in, we encountered our first proble. when we made the reservation, it was for a king smoking. when we checked in, the girl at the desk, told us sorry, we only have a queen room smoking. i told her i was unhappy as we paid for a king room. she was kinda rude, and told me that suncoast's policy, is that they don't have to guarantee the type of room you pay for, they only have to provide you with a bed. i asked her why they even ask you which type of room you want, if they aren't going to honor it? she said that's our policy, sorry. let's just say, i was pretty irritated, and then when i asked to speak to a manager she told me there wasn't one on duty, and there wouldn't be until noon of the next day. that meant there was no one on duty for 15 hours that could make any customer service decisions, which i found to be joke! we were so exhuasted, so i just said whatever, give us our room.
the room, except for it being the wrong bed, was actually quite nice. it was very roomy, and we had the view of the strip way off in the distance. the bathroom was huge, with a double vanity area, and a gigantic shower, which was big enough for both me and my husband to shower in at the same time. the tv, was a flat screen tv that must have been at leat 50-55 inches, but the channel selection was terrible. we got about 2 espn channels, tbs and tnt, and some local betting channels, that's it!!! no movie channels, weather channel, nothing. i know we're on vacation and weren't expecting to watch alot of tv, but it would have been nice while getting ready for the night, or before bed.
the beds, ugh, not very comfortable, and the pillows??? if you stay here you might as well be prepared to have a sore, stiff neck the whole time. the worst pillows i've ever felt. we actually had to go to wallmart to buy pillows, the ones they had were unbearable.
the next morning we went to the front desk to find out when they would be able to move us to our king room, and again we were told there was still no manager there, and woldn't be for a few hours. i cannot believe there isn't a manager on duty at all times. who handles serious problems? halfway into our 2nd day there, a manager called our room, and said that he had a king room ready for us. by this point we had unpacked our stuff, and i was so irritated, i didn't want to spend my vacation, unpacking, then packing again, then moving everything on the complete opposite end of the hotel, then unpacking again, i came on vacation to relax. if this is suncoast's policy, does that mean that if people request a non smoking room, then they will put them in a smoking room, if that's all they have available? if that's the case, i would not recomment this hotel to anyone, i find that policy to be ridiculous, and misleading.
the casino we found nice, lots of games, fairly clean, always employees, picking up bottles, and cups, and emptying ashtrays at all the slots. there were several food choices, however we only ate at the deli, and the 24 hour coffee shop. we also had coffee every morning at the Seattle's best coffe shop. i would liked to have a coffee machine in my room, like most other hotels, rather than spend $5.00 every morning for a gourmet coffee. the only other thing for the food, is that 3 out of the 4 nights there, after gambling we were hungry. we went to the 24 hour coffee shop the first night, and the service was the worst i've ever had at any restaurant, and i worked in the hospitality industry for 15 years. the waitress had no idea what she was doing, and it wasn't even that crowded. after it taking 1.5 hours for 2 appetizers and an entree to split, we decided we would eat out the remainder of the nights. the last 2 nights there we were really hungry in the early morning hours, and stopped by the same 24 hour restaurant, and asked to have order to go, in a box, because of how slow the service was last time. she told us no, they didn't have any take out silverware. so instead, we ordered room service, which was the same exact menu, but 4x the prices, and they bring you regular silverware. not really sure why they wouldn't just give us a roll of silverware, like they did when they delivered our $30 appetizer meal, ridiculous!
we didn't use the pool or the gym, so can't comment on those, but the movies and the bowling alley looked very nice. the gift shop, was quite nice, had everything we needed and both ladies working in there were so nice and helpful. when it came time to check out, it was very easy, did it right on the tv. called down to the bellman and asked for a luggage cart, as we had 4 big bags. he told us it would be over an hour wait, so we had to make 2 trips down ourselves. all in all, the facility was very clean, including had sanitizer units on the walls. the customer service was pretty poor, which to me is a big reason people become repeat customers. not sure if we will stay here again, when we come out to visit our family, who live only 2 miles away. it seemed like the staff could have cared less about all the people who spent our hard earned cash to stay there, and i didn't care for that attitude at all
