The Palazzo is the newer tower added to the Veneti...

The Palazzo is the newer tower added to the Venetian. Rooms are modern and updated and are much better than the Venetian. We had major problems getting our room due to poorly trained front desk agents. We arrived and checked in at 1 and to our surprise the room was ready. The agent began to write our room number down and then the manager watching her told her not to give us the room. We asked why and he said they have a suite being cleaned at the moment and wanted to offer us the free upgrade because one of the room directors is a friend of ours and noted on our reservation to upgrade us. Honestly, I didn't care which room we got because time was more important. The manager assured us it would be ready within 30 minutes. (in my experience as a FD manager that is not normal to know when the room will be available). Check-in is at 4 but 75% of the time room is ready well before. We checked back at 345 and no line not busy and our room still not ready. Told the supervisor the story and he apologized but showed no empathy. 415 room not ready and asked for a different manager and simply said the way the whole situation was handled was unexpected and now that we are past guaranteed check-in time, I expected the hotel to offset the service error in some way. I was Guest Services manager at a Marriott Luxury brand and dealt with all guest complaints. If this happened I would add a $100 resort credit without hesitating. The manager a woman which I don't have her name but she was working Sept. 10th in afternoon listened to our frustration but didn't care. I said I handled all complaints and something like this would warrant minimum of $100 service credit since we were spending $2000 for our stay. She said "what do you want" like i was asking. What? I wasn't asking for anything but just educating her on how to treat guests when the staff makes an error. We told her we now can't make a cocktail reception because it starts at 5pm
She told me that the upgrade was more than enough. Seriously? I just said this is expected from a 3 star hotel. Didn't get our keys until 5pm. Finally walk the half mile to our room only to find out the keys did not work! I called from the house phone and asked for her to bring us new keys. She said no because of their "policy". Because I could be someone else. I said this why I want YOU to bring them. Said she can't do anything like that. Never stay there again!
One bright side were the housekeeping staff. They always had a smile and always ask how our stay was going.
We travel twice a month and stay only at Marriott brands because service exceeds expectations.
This hotel you get the bare minimum. 3 stars because the room was beautiful and services staff were very friendly.