We arrived May 20th, for a 5 night stay and had two suites I first got an "uneasy" feeling in regards to our hotel decision when I would call the property, and received the customer service I did, from not only one agent, but four different agents on four different phone calls. They had no customer service skills, very short, and some rude. I called in total five times and out of those five times, I had one agent that handled the phone call with great rapport.
The staff in the hotel not once went out of their way to say hi when passing us in the halls or when approached, it was more like an inconvenience to them. On our second day, we returned to our half cleaned room with a bag of the housekeeping’s dirty laundry in our room, the towels not refreshed, and our garbage over flowing. We called down and they transferred us to the appropriate department and we advised them of the situation, and they said they would have someone on it right away. We left the room and came back two hours later with our room the exact way we had left it. Once again called down and spoke with someone in regards to it and they said they would be sending the housekeeping supervisor in to investigate the situation and have the room taken care of. Once again we stepped out for housekeeping to come in and came back about an hour later. When we returned the bag of gdirty laundry was now outside our door instead of where ever it should have been and our garbage was STILL overflowing. We called down for a third time and than gave up.
Getting in touch with the front desk or conceirge desk was a task in itself. You had to at least be willing to give a minimum of twenty minutes of sitting on hold before they even picked up.
When we first got to our room our safe was broke with an "error 102" message. We had someone come to the room and he fixed it. The next day the problem happened again with the same error message, we once again called to get some help. A lady came to our door and when we opened it she grumpily let us know in not so many words that she was annoyed about being there. Apparently she was upset because she came and knocked on the door and we did not hear her the first time. So we were now an inconvenience to her, she had no problems telling us this. She rudely pushed past us and wondered over to the safe huffing and puffing, than left. The error message happened again on our last day there and we just gave up with it.
The bartenders in the casino were horribly snappy and ignorant.
The bell men who are outside helping with the taxi line were the WORST ever. Left us wondering if it hurt them to smile and even give a simple hello when guests approach them. Not one of them in the five nights I stayed there said a word or gave a smile. I had one of them in such a rush to get me in the taxi and out of his way he was about an inch from slamming the door on my leg. I didn't even have time to get into the vehicle and the only thing that stopped it from happening was I stuck my arm out and told him I wasn't even in the car yet.
One gentlemen who was working at the taxi stand one evening was a real value to the company. Especially after he called me a, [--] right in front of our other group of girls getting into another taxi. This was due to me requesting him to take my luggage out of the incorrect taxi he put it in and put it into mine. If I would not have seen my luggage going into another van, that would have been gone.
On my way out of your hotel on the evening we were checking out, I slipped and fell on something spilled right in front of your main doors. I got myself up and walked over to the desk and advised a gentleman working that I had just slipped in the lobby, in front of the door on a spill, and he looked up at me and said "oh did you?" ..... And that was it. I stood there for a moment giving him the opportunity to at least say sorry and ask if I was ok, but no, he stared blankly at me. So than I spoke up and advised him he might want to get someone there to clean it up before someone else fell and it resulted in a more serious injury. Which I got the "yup I'll let someone know" response... than he looked down at his screen and carried on with his work. I just walked away, stunned.
If your looking to stay a truly great 5 star hotel in Vegas.. DO NOT stay at the Venetian!!! You will get the worst service in life. Yes the hotel is fabulous to look at but so is The Wynn, Encore, and Bellagio.. All fabulous 5 stars BUT the huge difference, is they all also provide fabulous service.
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