Rated 4.2 out of 5 by 353
Rated 4.0 out of 5.0 Nice accomidations one staff member was quite rude
I have stead here before and had excellent service. The rooms are very nice and comfortable. We had one girl at the front desk that was most unhelpful resolving a problem but the manager was able to resolve the problem
January 27, 2015
Rated 4.0 out of 5.0 Friendly staff and spotless resort
This was our second year at the Las Vegas resort. Every staff member we encountered was friendly and helpful. I was especially impressed with the lady who works in the resort store. I was there twice and she was absolutely wonderful. While the room was very clean, I was disappointed that as a returning IHG member who had made a reservation months in advance we were given a smaller room than last year. The couch was worn and very uncomfortable and the carpet was frayed by the bathroom. But overall we were happy with our stay.
January 26, 2015
Rated 2.0 out of 5.0 by Clevesjm Slow service, sorry for issues but just sorry - Not recommended
Check-in time was 4pm and we pulled up to the security gate at 3:45. We were told to park around to the left. Parking was full close to the door so we ended up having to pull halfway down the left side of the first building and walking back to the door. As a Platinum member, sometimes they have special lines. Not here. They had a confusing sign on the front desk about Gold and Platinum members but it wasn't anything but marketing. It wasn't an elite access line marker as it seemed. A "line facilitator" agreed that is was confusing and confirmed I was in the right line, the only line. So 10 minutes standing in line, I finally get up to the desk. It's 3:55 and she tells me the room in not ready. She checks and there are no other two bedroom villa rooms ready so we'll have to wait. It's already 4:00 so I hope it's not long. It should be ready so any wait is already unacceptable. I ask if there is a restaurant and they say there is. I ask if there is a discount or a voucher for the inconvenience of waiting and they say there is not. A quote from them was "It happens all the time so we can't do anything." I was amazed. Not 10% off a meal? Not a free soda? Not a few points for a Platinum member? Nothing?!?!? So they take my cell number and call me when the room is ready, about 25 minutes later. Not too bad but not offering some kind of "inconvenience incentive" was not good. The Holiday Inn Express in Grand Canyon gave me 5000 points for not servicing our room one day. That's good customer service! Our room in building 20 was great. Huge and well appointed. No pools towels were anywhere in the room. We checked all the cabinets. So we took regular towels. The Tiki pool was freezing cold but the hot tubs were nice. The gate closest to building 20 was not working with the RFID cards (dad batteries?) but people let us in. The keys worked on the other gate and the hot tub room. I caught a maintenance guy walking by and he took note and probably got it fixed pretty quick. Someone from the front desk called and asked how it was going. I pointed out the issues and they apologized, offered to bring new towels up but we didn't need new towels. I appreciate the apology but most places try harder to keep elite members happy.
January 23, 2015