Bridgette Mabuto

Review of Ritz-Carlton Hotel Lake Las Ve...

A brief synopsis of this review, since it's a long...

A brief synopsis of this review, since it's a long one:
1. They made unauthorized charges to our card on file.
2. They put us in the wrong room.
3. They still charged us for a king room even though we were placed in a double room.
4. They didn't give us the room credit they promised.
5. The room was dated, had stained carpets, stained bed sheets, and hair in the sinks and shower.
6. The staff was aggravatingly rude and quite incompetent.
7. After 'fixing' the room credit problem, they still charged us for the meals the room credit should have covered.
8. 17 days later, they still haven't refunded us for the charges the room credit should have covered.

We booked a king room at this hotel for our anniversary trip. We made the reservation in August and weren't arriving until Sept. 14th. Ten days before our trip, they charged our card for the stay, even though they said they wouldn't make any charges to the card until we arrived. So, I had to call in and argue with them to take off this charge. Not a good sign.

When we arrived in Vegas, we called into the hotel to let them know we would be checking in around 6 and they assured us that was fine and everything was ready for us. We check in, get to our room, and see it has two double beds instead of the king that was on our reservation. The woman who checked us in saw that she was sending us to a double bed room and knew we reserved a king, but sent us anyways. We call the front desk and they apologize saying they're sorry, but that's the only room they have available so we just need to make due.

Again, I want to remind you, we made this reservation a month before we arrived. We spoke on the phone with them and checked in with them, but at no time did they mention we were getting a double room.

What makes this worse is that when we go down to the front desk to beg for a king (which we shouldn't have to do since that was our reservation!), they just shrug and say there's nothing they can do. I start crying (I was tired, jet lag, and they were being so rude) and they say to give them a moment and they'll see what they can do. The woman at the computer starts typing on her computer. But, because my head was down, I see that she's not actually typing anything in, she's just running her nails over the keys. What type of service is that?!

Eventually, they tell us they'll waive our resort fees (a whole $28) and upgrade us to a king on our second night, but for that night we'll either have to squish into a double bed or sleep in separate beds. For our anniversary. The manager also says she'll give us a $60 room credit.

The next morning, we go down to the front desk to find out what's happening with our new room (aka the one we were supposed to originally get). They say they've scheduled the move. We ask about our room credit. They say we don't have any room credit. We call over someone who was there the night before and we finally get the room credit.

The rooms are not at all impressive. For Vegas, even that far outside of Vegas, I would expect a certain quality. However, not only do the hallways smell like sulfur, but I guess they let people smoke in their rooms? The carpets are stained, there were strings hanging of the chairs, which were faded and old, the bed sheets were stained, and the bathroom had hair in the sink and in the shower that did not belong to us.

After all this pain, we get ready to leave Friday morning. Again, we check to make sure the credit was placed on our room and that it covered our breakfast. We're assured by the desk worker (Henry) that it has been.

Later that day, I get an alert from my phone saying that the Hilton has charged our card with the breakfast that the credit was supposed to cover. They tell me to expect the credit back in 7-10 days. Two weeks later, and the charge is still on my account. I just called again and talked to a manager (Amanda) who said there's nothing she can do about it, so she'll pass it on to accounting. It was breakfast! How complicated can it be?