I have to say that I like the Renaissance Las Vegas, it is a very nice hotel. However, I do have a few personal peeves to point out, and to be fair, I will also point out the strengths that I enjoyed too. Peeve number one is that the free Internet service for Platinum members is totally unreliable! I have been here for 9 days so far, on business (a professional conference nearby) and the ISP goes out at least once, and usually multiple times EVERY DAY! When I call "STAYONLINE," the provider, they are always argumentative, and try to tell me what is wrong with my computer, and that I need to turn off my firewall, and turn off my security program (McAfee, Symantec, etc. which I do not use, I use Avast, which they do not know, so they are afraid of it!), and when I tell them that it is ridiculous to turn off my firewall and security to make my computer work on their ISP, they tell me that their network is secure! I tell them that no other ISP ever has asked me to do that, and that many companies, especially financial institutions (Citibank, Merrill Lynch, etc.) would consider that a policy violation or even a terminatible offense, they actually tell me that yes, this is true, but those guests don't use their computers in this hotel, they use the shared computers in the business center! Finally, they figure out that they need to take my room out of "the switch" or out of "the system" and tell their network to ignore my security and firewalls, and my computer will magically work for a while again, until the next time, and we have to go through the same problem all over again. When I tell some of their reps the trouble ticket number, and what the problem is, so they can do the same thing, they argue and tell me that they want to go through their procedures, instead of solving the problem quickly, like the last eight or nine reps that I spoke with, all of whom wasted my time with the same malarkey! Then some of them actually say something like "Gee whiz, you are right, that is the problem! I wonder why that is?" I want to kick someone in the b___s!
My second peeve is the check cashing benefit that we are entitled to as a Plat. Three times in the 9 days that I have been here so far, I have gone to the front desk to cash a check, with my Plat card and my driver's license, and asked to cash a check up to my daily Plat $500 limit. The first time went through licketty split! The second and third times were major problems! This hotel uses some rinky dink check authorization service that I have never heard of (no, not Telecheck, or ChexSystems, or Check Connection) that turned down the cashing of my checks (at first) and each time I got on the phone with them, and each time they actually told me that it had nothing to do with me or the worthiness of my check, it had to do with either their relationship with the hotel or the "physical characteristics of the check." The first time they asked me why I was cashing the check, and why was I staying in that casino! I told them that it was not a casino! I also told them that it was a benefit that I was entitled to because of my relationship with the hotel as a Platinum member, and staying more than 75 nights per year, which then caused more questions such as "How many times have I cashed checks at this hotel in the past?" and "How many checks have I cashed at this hotel chain in the last year?" and "What is the reason for me wanting to cash more than one check this week at this hotel?" and "Why didn't I cash a check when I stayed at the Seattle Renaissance last week?" and on and on! All ridiculous questions. The second attempt at check cashing, which was the first time that I spoke with them on the phone, they refused to cash the check, and said "We are not willing to approve this transaction at this time because we believe it to be an unreasonable risk and a risk that we are unwilling to take." At that point I called the MOD out, and told her that this was not appropriate, and she got on the phone and called them, and tried to put the check through again, and miraculously it worked for her, and they cashed the check! It took about 45 minutes, and I told her that the reason that I wanted to cash the check there is that I did not want to go looking for an ATM, I did not want to take the risk of withdrawing money in an unfamiliar area, and I did not want to pay $5 in fees! The hassle was unacceptable! She apologized, and said that was the procedure that they needed to follow, to which I said that was BS! Marriott does not intend for its best customers to be harrassed in that way! The third time I wanted to cash a check, again it was denied, but this time I asked the MOD to do it from the beginning, and they turned her down from the start! I asked her to put me on the phone, and she did, then they turned me own too, for even more ridiculous reasons than the first time, telling me that "We know you have the funds sir, but it is for your protection and the protection of the hotel, and there are patterns that represent a risk, along with certain physical characteristics of the check that we can not allow, so we must turn you down for negotiation of this check." I was just about apopleptic! The MOD had gone in back when I was on the phone at this point, and I was still arguing with the rep on the phone, so I asked to speak with her supervisor, and while I was being transferred, I was disconnected! So, since the check approval number and merchant number for approval was taped to the telephone, I dialed it again, put in the information that the automated system asked for, dropped the two zeros at the beginning of my account number (they are just place holders anyway), and they stupid check authorization computer gave me an approval code! I could not believe it! I called the MOD out, and she heard the code for herself, verified it, I told her what happened, and she gave me the money that I asked for. Again, 45 minutes! I was so angry I could have spontaneously combusted! I did tell the MOD that it was not her fault, but that the procedures that the hotel owner had put in place for check cashing with that company were really bad, and that they totally need to find another company, such as Telecheck, or someone legit!
Now, for the good stuff......When I checked in last week, they immediately told me about the free Internet for Plats, they offered me a room on the 15th floor concierge level, when I asked to be on the even side of the building for the golf course view, they moved me without a question, even though it was 8th floor, I said that was fine with me, as long as I had CL access. When I asked for an upgrade, they said they would be happy to, but the hotel was full for the next few nights, due to the conference that I was attending, but as soon as it was not 100%, that they would offer me an upgrade, and I could move. I said that would be fine with me, and that is exactly what happened. I am now in a beautiful two room suite, with a HUGE living room and a generous bedroom, and an ENOURMOUS bathroom, plus a powder room, looking over the golf course, just a gorgeous room! Still the same complaint about the ISP, and my partner and I both have computers, there is no way, even here to hook them both up at the same time, which is a minor irritant, but the room is so nice, that is the most minor consideration. Also, the Concierge Lounge is very nice, and breakfast each morning always includes one hot item, different every day, plus fruit, cereals, fresh baked goods, and the staff there is just wonderful, they will get you whatever you need (I am allergic to citrus, so I ask for Cranberry Juice every day, and they make sure to have it on hand for me, morning and for the evening cocktail hour too!) The parking is a delightful breeze, with the valet never keeping us waiting more than three minutes, which compared to the strip hotels averaging twenty minutes is just remarkable! Actually, all of the staff at this hotel is "Delighted to Serve" which is Renaissance's version of Marriott's "At Your Service." This three year old hotel is very nice, just note the above issues.
Last edited by USirritated; Dec 4, 2007 at 12:34 am