joeypore

Will no longer recommend this property.

So, I've publicly been a fan of this property, and have said so many times on this forum, to friends, to colleagues. I've been a fan. So that should give even more validity to the story I'm about to tell. Today made it very clear that I will no longer stay here. Here's what happened.

I booked a room, a regular room. Checked in. Was told there were "no suites available" by the receptionists. I very politely responded, "There were definitely suites available when I checked online a few minutes ago..." She immediately said, "Just one moment," and left to get the manager. First clue. She didn't even try to have that conversation.

Manager comes out, and asks me to go to the furthest check in podium away from all of the other guests currently there. Second clue. "Is there a problem?" I asked politely. "We just want to be able to help other guests while we get your issue sorted out," he responded. My issue? I didn't even ask to speak to a manager. I asked one polite question about a suite upgrade that is a benefit of my SPG platinum status. Let me also point out that there were plenty of open podiums, but he purposely chose the furthest one away.

He then "checks" and tells me, "There are no suites available today."
"Ok, then why are there 9+ available on spg.com?" I respond.
"Oh, sure, if you were you to book a suite, it would be available." He said.

Yeah, he said that. I decided to press further out of principle. It's a Monday night in December in Vegas with nothing happening... -_-

He goes on to tell me that they "pre-assign suites to casino players, VIPs, and other platinum members." I ask, "But I'm a platinum member..."

Then he says, "Well we do have 40-50 platinum members checking in today." Yes. I kid you not. That's what he told me. Is it possible? Maybe. But again. Monday night. December. Cold. Vegas.

I decide it's not worth pursuing much further, so I just say simply, "Ok, well I'll just call SPG and have them deal with it." I'd like to mention at various times I would quote the SPG Platinum Upgrade terms and conditions, and he would respond with phrases like, "Hm, I'm not familiar with that..." Or. "Our property is an exception; we have a different set of rules in place because we are a casino property." Oh? Are you? Let's look into that then.

After talking with the most wonderful SPG customer service supervisor, she explained to me, as I'm aware, that while a revenue room is available via SPG.com, it could theoretically be pre-assigned to other members. Again, completely fine by me. HOWEVER, what is also very clear is that they are pre-assigned to casino members at this property, and they DO take a priority OVER PLATINUM MEMBERS.

Let's keep going. It's now about 10pm, and there are still 9+ suites for sale. Had those "players" or one of the 40-50 platinum members (lol) checked in, those suites would be pulled from inventory. Fascinating....

I'm going to check again at 11:30... and 11:59... and see what is available.

You can draw conclusions as you'd like, and make reasonable assumptions as I will based on the information I provided. However, take this as fact, at the SLS Las Vegas, as a platinum member, you do NOT have priority consideration for upgrades. And the management seems to be quite ok with that.

EDIT: Oh yes, forgot to mention, that after I was speaking with the SPG Customer Service Supervisor, she called me back, with the manager on duty on the other line, and asked me, "Manager Name Withheld says that you were offered a suite on the 2nd floor, is that correct?" I was floored.

"No, I was not in any way, ever offered a suite today, at this property." Yes, he had TOLD THE SPG REP THEY OFFERED ME A SUITE.

Ok. I had to get that out there. I'm not normally for public shaming of hotels / managers, but this deserves it in every way.

Moral of the story is, if you want to be at this property for the restaurants / SPG credit, just pay for the W once it gets its kinks worked out, or stay on the strip and don't deal with the BS that is the SLS. They don't deserve to be an SPG property.