Originally Posted by CGRA

Can we use the invited guest line for check in for a regular paid FHR room ? (Not the lounge check in)
for some reasons I thought I have read here that we can.

Originally Posted by libuser

Hotel: Palazzo
Room: Lowest 2 queen Standard Room
Checkin: 11am granted
Upgrade: No upgrade
Late Checkout: Denied, later granted when saw I was on fhr
Breakfast Credit: Could not use(see below).
Credits: $100 food credit


This was my worst FHR stay to date. It was so bad, I felt bad for employees. So I came in at 11am, systems are down, lines are at least 200 folks. FHR and VIP desks closed, only regular check in. 2 hours later, since systems are down they take down my cc details, and everything else(parking, 2nd guest etc), on a piece of paper. I am told their systems will be available after 8pm(I call this BS, who in their right might will have maintenance during daytime - smelled like another hack to me). So the lady tells me that she upgraded me to 1 bedroom King suite(5 level upgrade because i am with fhr) due to the super long wait. I get the key and go to the room on the 7th floor. Its a two queen lowest category room. I go down and tell the lady who apologizes profusely and goes to the back room(again system is down so she cannot tell which key belongs to what room - they tell her that in the back office). The manager comes out(Kai) and is super super rude with me telling me how upgrades are not guaranteed and that there are only 2 queen rooms available and how I should be happy with what I have received. After pointing out their failures(closed fhr/vip desks, and huge wait), he got aggressive and raised his voice.

In any case I took my keys and got to the room, I felt defeated. They promised me the welcome gift which is the bubbly(Its on the letter). I go to the room its not there. Call the front desk, they promise to bring it up. 3 hours later after some slots, i go to room still not there. Make another phone call, they apologize and tell me 30 mins and will be there. I go back after dinner after 4 more hours, still not there. I go out to see a friend and drop by the concierge. He apologizes and tells me they forgot(after 3 phone calls). He gives me the bubbly on the spot, no bags. He looks all over for 10 mins, cannot find a bag(so I lug the bottle with me around the resort - I get weird looks by everyone in the casino). Promises a chocolate spread because of all the troubles - never arrives.

Dinner, we tried to eat pizza at the Italian in the main square, and since their system is down, they just make 10 calls to front desk to tell them I am a guest but system is down. Manager comes to talk to me, and he also calls front desk. Since everything is on paper it literally takes them 30 mins just to verify that I am a guest.
On the next morning the French restaurant is closed, and so is the other alternative(the little coffee shop under the escalator). So now the only thing left is room service. I go to front desk and they tell me you have to order from room service. I call them, they tell me 2 hours wait. I call Front desk, of course super long wait. I walk downstairs to FD and tell them I can't order from the one place because its closed, the other one is closed as well(They claim water leak), and delivery is 2 hours. They tell me to go to Lux Cafe. Fine. I go there, wait in line, order to go, and we come to settling the bill, and surprise, we can't charge to the room because the system is down(cash or credit no exceptions). I ask to speak to mgr, he comes out and calls FD, they dont pick up the phone. I abandon breakfast altogether, enough is enough - 3 hours wasted!

I go to check out after 3pm and tell them about it, no apology, they offer to have the $65 credit applied to the dinner credit, I accept. All is good, I check out. Sadly systems down, and can't give me an invoice.

I was at Wynn 2 days later and decided to swing by and make sure everything is good(I have been charged the full amount on my cc by then). They print out the invoice - no dinner credit, no breakfast credit, no notes left. I had to explain everything again, and after 20 mins back and forth with management they issue me what was promised.

My friend that was with me told me that if that had happened at Wynn they would have comped the entire thing and given me 2 free nights, but not here. I really wanted to like them but they must be hurting for cash. Sent an email to their executive customer care, they promise a 2 day response, nothing until today(6 days after checkout), I do not expect a response tbh.

Originally Posted by Selpol

Hotel: Palazzo
Room Name/Type: Grand one BR King suite
Check-in Day: 12/17/2023
Check-in Time: 16:45
Upgrade: asked for a higher floor, none available
Late Checkout: Yes, given
Breakfast Credit: yes, Used In room dining, you get the $65 credit which includes service charge and delivery fee
Misc Credits: $100- used at Buddy V’s and sparkling wine delivered the next day
Comment: Checked folio online, no issues, all credit applied automatically.
Rate Paid:$207 per night.

Originally Posted by MSP_Monopoly

Glad to hear this went smoothly. I’m staying at Palazzo on Friday. How long did it take to get breakfast delivered after you ordered?