This is our third stay at the tuscany. The first couple of times we had no problems since the hotel was new and they were trying to get established and develop a good reputation. This third visit was a major disappointment. Our first night's stay, after coming back from a night out in Vegas, we saw a disease infested cockroach running around in the livingroom area. We called the front desk to notify of our concerns and request to change rooms, however, only got the operator who said would relay the message to the front desk and send someone out. Never got a call back nor did anyone come to our suite. Since it was late, the front desk was a far walk from our suite and we were so tired, we decided to just wait until the morning.
I took a shower the next morning and what do you know? I've got company! Another cockroach that was even bigger than the one I saw the night before. It was crawling all over my toiletries and luckily I saw it before picking it up. Ok, so now I was grossed out, upset that they have no cares about their guests, and had to complain again...My friend called the front desk 3 times to complain, spoke with the lady who would speak with the manager onsite named Juan, but each time they would have to call us back. The manager did not want to speak with us at all. No progress was being made, we're supposed to be on vacation, can't go about our day because of this issue, and 2 hours have passed. I finally called a fourth time, got Juan the manager, and he didn't seem to want to attend to our concerns. I insisted that we be compensated somehow for the inconvenience and he said he would just transfer me back to the front desk to change rooms, but instead hung up on me! That was really unprofessional and rude of him! Never even got an apology!
A good reputation is very important especially when it comes to business and customer service. Tuscany has such a bad reputation now, they don't care about their customers if there are any concerns or problems and the rooms are not as clean as they used to be. They will be hearing from the department of health soon.
Just read some of the past complaints and the one I've written and hope you'd reconsider about staying here. If you're on vacation, you expect at least decent service. I just takes one wrong thing to happen and if they don't even want to be of help, you're vacation is ruined! All I can say is that when I complained at check out, one of the employees, who was the only one I could really get to comprehend us, agreed with me that we should have been compensated well, most other hotels would just comp. you for the evening as well as change rooms ASAP for the inconvenience. He thinks the manager was poor in his dealings with our concerns. That tells me alot about the management there. Tuscany won't last if they keep it up.









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