4 years ago
For my first time in Vegas, my stay at the Flaming...
For my first time in Vegas, my stay at the Flamingo was highly disappointing. Let's start with check in. The express check in was fast and then we had to be put into the line to get our keys. Because we were using my friend's card and not mine. We booked through Southwest Vacations and paid in full. We were made aware of the $39.68 a day resort fee, which give you access to the fitness center and WiFi for two devices (which we didn't use and could not opt out of). What was NOT CLEAR was the $50 A DAY INCIDENTAL CHARGE. My friend and I called southwest the night before out trip, we also searched the website as best we could to make sure there was not going to be any other outrageous charges. We know it's normal for an incidental hold of maybe $50-$100 but not $50 A DAY! When I tried explain that to Lisa, she was nonchalant and just kept saying it was on their website. I had the website up on my phone and asked her where, and she said it's on there when you check out through our website. Okay well that is not CLEARLY stated. Let's not also forgot how rude THEIR ENTIRE front desk staff is! No one makes eye contact when speaking with you! When you are trying to address your concerns with them, they don't really listen, they cut you off, and act like they just don't care! Lisa kept telling me I needed to take this issue up with Southwest, then when I called Southwest, they're saying it's Flamingo's fault. Which to a degree, southwest is correct. The Flamingo needs to have that incidental charge clearly laid out in their hotel policies on their website, not just in their terms and conditions on their website when you book directly through them.
As annoyed as I was, I was tired from the 3 hour time difference. We got to the 1st room, 25054, the go room with a strip view. Amazing view! Room was semi clean, however, it was missing light bulbs on the desk and above the beds, the bathroom door was off track, the shower head has filth and rotting behind it, and the stopper for the drain was hanging out of the drain! It was not connected. I called guest services for someone to change the light bulbs. We were running late for a dinner reservation. When we came back from dinner, it was around 12:15am, 3:15am east coast time, the light bulbs still had been changed. It had been at least 3 and half hours since I called. I was exhausted. I went to the front desk and explained to Willie from NY (I believe was his name) about the issues in the room, showed him the pictures. Out of all the front desk staff, he was the only pleasant one and helpful one. He did "upgrade" our room to a newly renovated room. I did appreciate the gesture, but my purpose was just to show the photos of the things that was already damaged in the room so that we would not get charged. Once I got the new keys, we had to pack our stuff back up and move to the new room, 10142. It was a nicer room but not what I what I would consider an upgrade. We lost the beautiful view of the strip that was had we were facing zip line and the HVAC system, it was FAR beyond belief of a walk for me because I was using a crutch this week because of my knee pain, and there was no one that came to help us move all of our stuff at almost 1am. Everytime I tried to go back to the front desk to speak to a manager, the line was unbelievably long!
Checking out this morning, Jimmy was dismissive, refused to make eye contact, and acted as if we were annoying the hell out of him while trying to explain him our concerns. I get it that it was busy this morning. Your manger's poor scheduling and planning on a Friday morning is not my problem and should not be taken out on me as the guest.
I am incredibly angry with this experience. Definitely not what I expected from a Caesar's facility.
I will NEVER return to stay at this property.
Best part of this hotel was the 50 cent beers from 5pm - 6pm at their Bird Bar.