BigBopper

I stayed last night. Miserable customer service experience.

Currently at a trade show so this will be brief but I'll follow up later with more detail.

First off, I booked a AAA rate including breakfast for a deluxe room but was given a traditional room. When I mentioned it to the front desk (it was late, a one night stay and I just gave up) I was told "but you have a lake view" I also had to remind them that breakfast was included in the rate.

In the room, the hotel didn't provide shower gel. Yes, minor point but it seems to go along with the rest of the feel of the property where they're nickle and diming and poorly managed.

The bed was hard as a rock. Not sure if they completely changed what a Heavenly Bed is but this one felt like I was in purgatory. It certainly was not a pillow top.

The pools had permanent signs stating they open at 8am. Next to it was a dry erase board that stays the hours were reduced. I believe the adult pool opened at 9am and the water slide didn't open until noon. As the hotel was packed, this was ridiculous.

I went to the buffet around 9 to use my free breakfast. I was told the wait was 25-45 minutes yet there was tons of unused tables. It was quite clear they simply didn't staff properly for the number of guests on property.

Finally and worst of all, I went to the front desk to share my experiences. The front desk clerk said she can help me and would not need to get a manager for me. I reiterated that I'd like to speak to a manager and suddenly she says she's the manager. I really can't stand when people do things like that and it's a complete insult to the guest. So bottom line, none of my issues were addressed on site and the property made it clear that they don't want my business.

fireworksboy

Hate to hear this - the property has so much potential. Hate getting blown off by front desk personnel.

TheChallenge

Booked a stay here last weekend, likely won't be going back.

Valet was so understaffed I ended up doing self park after waiting 10 mins for a ticket.

All the emails and info I've received online indicated check out was 3:00pm. Front desk informs me at check in that it is actually noon, but with the hotel being full they made check out three hours earlier. I asked to have what I was communicated honored, but I didn't get anywhere.

As mentioned before, these beds are the equivalent of being back in college and sleeping on your friends 10yr old futon. They need to be replaced.

Room had excessive wear to it. The desk had cracks and jagged edges to it. I had to throw my body weight against the door to open it, the door frame has warped.

Adult pool had young children everywhere in it. You couldn't swim in the pool, it was more stand in your little circle of area and don't move. Or you'll be splashed or kicked by a child who isn't being watched by their parents.

Next day went to drop off the bags with the bellman to stay as intended until the originally planned time of 3:00pm. I'm told the hotel won't bag check departing guests luggage due to no room to put the bags. I was offered bell service to my car to store the bags or leave them poolside. I choose to walk them to the car myself and just leave.

hedoman

This is a thread worth many $$ for readers as a place to avoid and the management policies costing Westin the same amount of $$. I would like to stay here, but would have to be pretty stupid to do so after reading what so many have posted here. Plus, I have great memories of the many stays during the Hyatt years. Lake Las Vegas has inner city qualities that were not in the original design.

Bravada04

This is really discouraging to read so many reviews with poorly executed customer service standards or simply not even there to begin with! We frequent Vegas at least a few times / year and was very optimistic when this first opened to give something different a try in the SPG program..........not a chance after reading these - especially when it seems to be very consistent with no effort to make any changes

flyerbjorn

I spent a few nights at the property for a conference in January and had a pretty good experience.

The front desk gave me a lake view room. As I was on a conference rate, I wasn't entitled to any benefits. I self parked my car. Easy and not far from the hotel. Parking lot was mostly empty anyway. On the day of departure, I gave my bag to the bell desk. They kept my suitcase next to the valet.

My problem with the property is that it's so far from everything else. It's a 30 min drive to the strip.

TheChallenge

Just a follow up from my stay last weekend, the amount charged to my SPG Amex was completely different than the amount the bill stated on check out. It was padded with an extra $150+. I called, but couldn't get anyone at Front Desk who wouldn't stop transferring me to an unavailable accounting department. I left voicemails for accounting, but I don't expect a call.

I also ended up calling Amex. Makes the first time I've had to dispute a charge from an SPG hotel on my SPG Amex.

Update: Ended up finding out the hotel attempted to bill for a night that should've been a free night award

Starwood Lurker

Please accept our apologies for all of the issues you've had with this stay. I would recommend calling Corporate Customer Service at 800-328-6242 and filing a formal complaint on all of them.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

Minneapolis

What is the shuttle service to the strip like? Reliable? Does it fill up?

chuckisduck

Staying here right now, just for one night to take my son to visit his great grandparents (they actually owned a motel in downtown LV until the early 90's).

Got upgraded to a lake view, not even a JR suite, but the place is solid booked.
They have body wash at least in this room.
Biggest things is that they said they changed their breakfast from the continental to the full buffet. I got tempted and got it. Tell you how it is tomorrow after checkout.

chuckisduck

I think someone at this property saw the complaints by PLTs and went a bit active on it.

New breakfast is good, full buffet for up to 2, well worth it in my opinion.
I wasn't upgraded to a jr suite, but 4th weekend, it was packed.
Plats pay half price of resort fee.

I think the property was nice and good to escape from the usual LV. Out out of the way of the strip. Nice place to go if you have kids, mine had a blast.

dc2005b

I was here for a quick one night stay last weekend. The hotel was supposedly sold out and lines at checkin were long with only 2 people working. Upon leaving, I got three different emailed folios showing different amounts on each. I was charged $11 for resort fee as Plat. Cant comment on breakfast or other amenities at hotel as my stay was very brief.

I used an SNA to clear into Junior Suite which was not really as described/pictured on website (no floor to ceiling windows to be found). The AC only blew into the sleeping alcove, leaving the sitting area quite warm & stuffy.

After a day of touring the nearby Lake Mead NRA it was a nice place to spend the night, but I probably would not go out of my way to return.

UPDATE: the plat resort fee is actually $14, the $3 tax on the $11 fee hit my credit card in a separate transaction.

djohannw

Are there any more recent stay experiences here? I got a killer BRG rate at this property (sub-$50 over a weekend in March, before resort fee, of course) but would want to make sure my wife will be OK with the place she knows from back when it was a Hyatt and that was one of her favorite hotels in the US then...

Seems they improved a little on the Elite recognition front...but any more recent stay-reports would be appreciated - thanks in advance!

Greetings - Dirk

iflyjetz

I stayed here several times last fall (Aug/Sep 2014) when we were in the process of moving into town. I thought it was a very nice property and had no real problems. My wife also liked the property very much.

The breakfast was very good.

I self-park, but the parking lot is very close to the lobby so it shouldn't be a problem if the valet is short staffed. I didn't notice short staffing when I was there.

Don't get a room next to the elevator; you'll hear it all night.

There are a lot of nice amenities on the property.

It is not close to the strip.


I would stay there again and will check their prices if I need a night stay credit in the future.

I don't think they've got one, but call the property. You most likely want a car if you stay there.

LovetoTravel83

Care to share the competing website link?