Jul 8, 2022, 4:07 pm
Last edit by: lowkeyflyer
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Hotel:
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FHR Experience Las Vegas Hotels only (2020 - 2023)
Feb 18, 2022, 12:09 pm
#601
Join Date: May 2013
Posts: 637
I pre-paid and booked the Wynn a few weeks ago with my platinum card via FHR, and am having a fairly maddening experience. I am wondering if I am going crazy or is this just standard practice.
I booked the room for two people. The second person, my travel companion, gets in about 2 hours before I do tonight. For every other hotel I've ever dealt with, they allow the second person in the room check in so long as they are on the reservation.
To accomplish this, I chatted into the hotel via the Amex chat thing and got no answer for several days. So, today, I called the Wynn just to confirm there would be no issue. They told me my travel companion will have to wait in the lobby until I arrive, and there is nothing that can be done. Because Amex is a third party system, they cannot add the second person to the reservation. I want to reiterate that I have booked and paid for two people, and am just trying to insert a name into the currently blank space.
I escalated to the manager and said it is not reasonable to have a hotel guest wait in the lobby and the manager confirmed there is nothing he could do.
I then called Amex FHR, who put me on hold for 20 minute to call the property, and then said there is nothing they can do to alter the reservation.
At every other hotel I've stayed at, you can easily add the second person. I am just sort of astonished that this "luxury" booking system and five star property are totally unable to accommodate this simple request. I am also sort of stunned that there is no initiative to be at all flexible or find a solution. It seems like a very solvable problem. I offered to fax them my ID, check in online, etc. and they assured me it had to be my warm body in the lobby to get the room key.
This also got me thinking: if my flight was canceled or delayed, then my travel companion would simply not be allowed to ever check in to the pre-paid room, right? We would have an empty, paid-for room that we couldn't use and she would have to pay for and book a second room? Obviously I am hoping that doesn't happen, but it strikes me as ridiculous.
AITA?
I booked the room for two people. The second person, my travel companion, gets in about 2 hours before I do tonight. For every other hotel I've ever dealt with, they allow the second person in the room check in so long as they are on the reservation.
To accomplish this, I chatted into the hotel via the Amex chat thing and got no answer for several days. So, today, I called the Wynn just to confirm there would be no issue. They told me my travel companion will have to wait in the lobby until I arrive, and there is nothing that can be done. Because Amex is a third party system, they cannot add the second person to the reservation. I want to reiterate that I have booked and paid for two people, and am just trying to insert a name into the currently blank space.
I escalated to the manager and said it is not reasonable to have a hotel guest wait in the lobby and the manager confirmed there is nothing he could do.
I then called Amex FHR, who put me on hold for 20 minute to call the property, and then said there is nothing they can do to alter the reservation.
At every other hotel I've stayed at, you can easily add the second person. I am just sort of astonished that this "luxury" booking system and five star property are totally unable to accommodate this simple request. I am also sort of stunned that there is no initiative to be at all flexible or find a solution. It seems like a very solvable problem. I offered to fax them my ID, check in online, etc. and they assured me it had to be my warm body in the lobby to get the room key.
This also got me thinking: if my flight was canceled or delayed, then my travel companion would simply not be allowed to ever check in to the pre-paid room, right? We would have an empty, paid-for room that we couldn't use and she would have to pay for and book a second room? Obviously I am hoping that doesn't happen, but it strikes me as ridiculous.
AITA?
Feb 18, 2022, 12:12 pm
#602
Join Date: Dec 2018
Posts: 218
I pre-paid and booked the Wynn a few weeks ago with my platinum card via FHR, and am having a fairly maddening experience. I am wondering if I am going crazy or is this just standard practice.
I booked the room for two people. The second person, my travel companion, gets in about 2 hours before I do tonight. For every other hotel I've ever dealt with, they allow the second person in the room check in so long as they are on the reservation.
To accomplish this, I chatted into the hotel via the Amex chat thing and got no answer for several days. So, today, I called the Wynn just to confirm there would be no issue. They told me my travel companion will have to wait in the lobby until I arrive, and there is nothing that can be done. Because Amex is a third party system, they cannot add the second person to the reservation. I want to reiterate that I have booked and paid for two people, and am just trying to insert a name into the currently blank space.
I escalated to the manager and said it is not reasonable to have a hotel guest wait in the lobby and the manager confirmed there is nothing he could do.
I then called Amex FHR, who put me on hold for 20 minute to call the property, and then said there is nothing they can do to alter the reservation.
At every other hotel I've stayed at, you can easily add the second person. I am just sort of astonished that this "luxury" booking system and five star property are totally unable to accommodate this simple request. I am also sort of stunned that there is no initiative to be at all flexible or find a solution. It seems like a very solvable problem. I offered to fax them my ID, check in online, etc. and they assured me it had to be my warm body in the lobby to get the room key.
This also got me thinking: if my flight was canceled or delayed, then my travel companion would simply not be allowed to ever check in to the pre-paid room, right? We would have an empty, paid-for room that we couldn't use and she would have to pay for and book a second room? Obviously I am hoping that doesn't happen, but it strikes me as ridiculous.
AITA?
I booked the room for two people. The second person, my travel companion, gets in about 2 hours before I do tonight. For every other hotel I've ever dealt with, they allow the second person in the room check in so long as they are on the reservation.
To accomplish this, I chatted into the hotel via the Amex chat thing and got no answer for several days. So, today, I called the Wynn just to confirm there would be no issue. They told me my travel companion will have to wait in the lobby until I arrive, and there is nothing that can be done. Because Amex is a third party system, they cannot add the second person to the reservation. I want to reiterate that I have booked and paid for two people, and am just trying to insert a name into the currently blank space.
I escalated to the manager and said it is not reasonable to have a hotel guest wait in the lobby and the manager confirmed there is nothing he could do.
I then called Amex FHR, who put me on hold for 20 minute to call the property, and then said there is nothing they can do to alter the reservation.
At every other hotel I've stayed at, you can easily add the second person. I am just sort of astonished that this "luxury" booking system and five star property are totally unable to accommodate this simple request. I am also sort of stunned that there is no initiative to be at all flexible or find a solution. It seems like a very solvable problem. I offered to fax them my ID, check in online, etc. and they assured me it had to be my warm body in the lobby to get the room key.
This also got me thinking: if my flight was canceled or delayed, then my travel companion would simply not be allowed to ever check in to the pre-paid room, right? We would have an empty, paid-for room that we couldn't use and she would have to pay for and book a second room? Obviously I am hoping that doesn't happen, but it strikes me as ridiculous.
AITA?
Feb 18, 2022, 2:20 pm
#603
Join Date: May 2013
Posts: 637
My understanding is that the person who booked the reservation and paid for it must be present to check in. I booked a hotel with my wife's name and card, then at checkin they made a point of needing to see her ID because her name was on the reservation. It may not matter if the 2nd person was on the booking or not, especially with FHR the person booking has to be there at checkin. I think.
1.) Neither the hotel nor Amex can edit the reservation until I am there in person.
2.) Even if they could edit the reservation, there is no way for the second guest to access the room until the first guest is there.
Not something I considered prior to booking, but a pretty big drawback for cases where we arrive separately!
Feb 18, 2022, 3:13 pm
#604
Join Date: May 2013
Posts: 637
Ah, interesting! So there actually two distinct problems here:
1.) Neither the hotel nor Amex can edit the reservation until I am there in person.
2.) Even if they could edit the reservation, there is no way for the second guest to access the room until the first guest is there.
Not something I considered prior to booking, but a pretty big drawback for cases where we arrive separately!
1.) Neither the hotel nor Amex can edit the reservation until I am there in person.
2.) Even if they could edit the reservation, there is no way for the second guest to access the room until the first guest is there.
Not something I considered prior to booking, but a pretty big drawback for cases where we arrive separately!
Feb 18, 2022, 5:04 pm
#606
Join Date: Jan 2022
Location: DFW
Posts: 25
My understanding is that the person who booked the reservation and paid for it must be present to check in. I booked a hotel with my wife's name and card, then at checkin they made a point of needing to see her ID because her name was on the reservation. It may not matter if the 2nd person was on the booking or not, especially with FHR the person booking has to be there at checkin. I think.
Feb 19, 2022, 5:58 pm
#607
Join Date: Jan 2022
Location: DFW
Posts: 25
My FHR Vegas experience (Conrad , Nomad, Bellagio, Palazzo & Mirage)
Feb 21, 2022, 4:27 am
#608
Join Date: Jun 2012
Location: Scotland, Spain
Programs: Skywards Gold, Amex Plat, SkyTeam Silver
Posts: 1,165
Feb 21, 2022, 4:05 pm
#610
Join Date: Jan 2013
Location: Chicago
Posts: 425
has anyone been successful in having the resort fees waived when booking through FHR as an MGM Gold?
Per the terms and conditions, the resort fees are only supposed to be waived when booking direct on the MGM website but thought someone may have experienced otherwise.
Per the terms and conditions, the resort fees are only supposed to be waived when booking direct on the MGM website but thought someone may have experienced otherwise.
Feb 21, 2022, 4:47 pm
#611
Join Date: Jul 2016
Location: SoCal
Programs: IHG RA, Marriott Gold, Hilton Gold, Delta Silver
Posts: 100
Just finished up a Saturday-Monday 2 night stay at the Conrad Resort World. Pretty good experience overall. Booked through the Amex Travel website and I have Hilton Gold status.
Check in line was long, took about 25 minutes to get checked in.
Booked a Strip View Premium King Room, was offered a 7th floor 1 King Bed 1 Bedroom Suite at check in. Best I could negotiate was a 9th floor suite. Original King Room would have been 53rd floor.
We took the 9th floor suite. Room was nice, view was nothing special, 7th floor would have been no good. Wish the room had a coffee maker.
Originally at check in I was told FHR F&B credit was usable at Famous Foods, Fuhu, Genting Palace, Kusa Nori, Mulberry Pizza, SOBO, The Kitchen, VIVA, Wally's, Conrad Lobby Bar, and Alle on 66.
FHR Breakfast was usable at The Kitchen. Hilton Breakfast usable at SOBO and The Kitchen.
At check out, the agent applied a "blanket" credit of $357 without me asking. This matched the expected $125 FHR F&B credit, 2x$66 FHR breakfast credit, 2x$50 Hilton Gold breakfast credit. It was great that the agent applied the full credit in a "blanket" manner because we didn't spend the full credit amounts at SOBO or Kitchen.
Overall, we would return to the Conrad. Might try Crockfords if the price was closer to Conrad.
Check in line was long, took about 25 minutes to get checked in.
Booked a Strip View Premium King Room, was offered a 7th floor 1 King Bed 1 Bedroom Suite at check in. Best I could negotiate was a 9th floor suite. Original King Room would have been 53rd floor.
We took the 9th floor suite. Room was nice, view was nothing special, 7th floor would have been no good. Wish the room had a coffee maker.
Originally at check in I was told FHR F&B credit was usable at Famous Foods, Fuhu, Genting Palace, Kusa Nori, Mulberry Pizza, SOBO, The Kitchen, VIVA, Wally's, Conrad Lobby Bar, and Alle on 66.
FHR Breakfast was usable at The Kitchen. Hilton Breakfast usable at SOBO and The Kitchen.
At check out, the agent applied a "blanket" credit of $357 without me asking. This matched the expected $125 FHR F&B credit, 2x$66 FHR breakfast credit, 2x$50 Hilton Gold breakfast credit. It was great that the agent applied the full credit in a "blanket" manner because we didn't spend the full credit amounts at SOBO or Kitchen.
Overall, we would return to the Conrad. Might try Crockfords if the price was closer to Conrad.
Feb 21, 2022, 5:17 pm
#612
Join Date: Jan 2021
Posts: 85
has anyone been successful in having the resort fees waived when booking through FHR as an MGM Gold?
Per the terms and conditions, the resort fees are only supposed to be waived when booking direct on the MGM website but thought someone may have experienced otherwise.
Per the terms and conditions, the resort fees are only supposed to be waived when booking direct on the MGM website but thought someone may have experienced otherwise.
Feb 21, 2022, 5:23 pm
#613
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
If that sticks as the rule, which would not be surprising, it will definitely be worth thinking seriously about whether booking through FHR is worth it for MGM Gold members. There can already be discounted room rates from booking direct with the hotel that can dilute the FHR value proposition (especially if you have any amount of gambling history on your MGM account), and adding a $30-40/day difference in cost is a big further swing on that.
Feb 21, 2022, 5:55 pm
#614
Join Date: Mar 2021
Posts: 54
Did anyone's Cosmo stay show up on their Marriott account for the Elite Night credit(s)?
Hotel: The Cosmopolitan
Room: City Room
Checkin: Checked in at 11am, but the room wasn't ready until 2 (See comments)
Upgrade: Upgraded to Terrace Studio Fountain View
Late Checkout: Late checkout at 4pm. I had the bell desk hold my bags until 7:30pm
Breakfast Credit: At District Donuts ($75). Breakfast credits could be used at Wicked Spoon, Room service, Starbucks, District Donuts and Eggslut
Credits: $100 Spa Credit. Wanted to use it for a spa pass, but they were all sold out for the day. I wound up getting a pedicure with a parafin treatment ($120).
Comment: It was a great stay at the Cosmo as always. It's my favorite hotel in Vegas. My stay was a little special as I had 5 nights at the Cosmo, but my FHR reservation wasn't until the 5th night though. I had combined reservations using a Cosmo Identity comped night, 3 nights of a paid Marriott stay, and a FHR reservation. I called ahead to ask if I could check in at the Autograph Lounge even though my FHR stay wasn't until the 5th night. They granted me permission to do so.
Checking in was nice. Hyun was efficient and more than superb with his customer service. This was my 6th stay at the Cosmo, but my first using the Autograph Lounge for check in. I appreciated the exclusive feel and being able to sit down lol. Not that the Invited Guest line was crazy at this time. It was pretty quiet overall for my Saturday 11am arrival. I spent my time gambling, having drinks, and checking out the BLVD ice rink until the room was ready. I was supposed to get a text that the room was ready, but that didn't happen. I didn't sweat it as I anticipated this notification is inconsistent - I have read about others' experiences. When I went back to the AL at 2pm, I was told that the room was ready. I wasn't expecting an early check-in since my FHR reservation didn't start on the 5th night anyway.
The Cosmo was more than gracious to let me stay in my Terrace Studio FV room as 1 category above is just a Terrace Studio and no FV. Commendable customer service right there. I used the $75 breakfast credit at District Donuts. I was already told that my FHR breakfast benefit wouldn't apply on the day of my FHR reservation. It had to be the next day (Day of checkout)
As I had a late flight (10 pm), my plan was to just to buy a spa pass with the $100 spa credit and call it a day. Unfortunately, they ran out of spa passes (I went the weekend of NYE). You could only access the spa if you paid for a treatment. I bought the cheapest treatment (Pedicure with paraffin at $120) for the spa/wet lounge access. What was great was that you are able to access the wet lounge/spa all day (in and out privileges). Pedicure was wonderful as they had these massage chairs and I received champagne throughout my treatment. I left the spa in the early afternoon to go pack and enjoy the resort for the last time. I went back to the spa at 4:30pm after checkout and spent the remaining time there before my late flight. FYI, I tried so hard to get the spa credit converted to a F&B credit before I arrived at the hotel. I tried twice through Amex Concierge and the Cosmo didn't budge. Since Cosmo management was great in giving me a 2 level comp upgrade, I didn't ask when I checked in. I didn't want to be greedy with the favors lol
I'm a Marriott Bonvoy member, but I asked for all of my charges to be put on Identity. I'm Hyatt Globalist and Hilton Diamond, so I really don't value my MB Gold status. Even though there is the impending closing of the MLife/Cosmo deal, I still value Identity points very high. I was pleased to still have earned my Sterling status for all of this year. I charged everything to the room and my bill was accurate. I just have to contact the Identity desk via as the points for the Barbershop and Superfrico wasn't earned. This is why I keep all of my receipts.
High points of my stay at the Cosmo was Superfrico (Chicken Parm was amazing, the OG Square pizza was disappointing), the Barbershop (Indie Florentino was fantastic with his acoustic performance - get there early!), China Poblano happy hour, the spa/wet lounge, and the BLVD winter village/ice skating rink.
It was very easy to get an Uber/Lyft to anywhere that I wanted to go. I visited the Wynn to go to Delilah's and also went to Allegiant Stadium for a Raiders game (Great stadium and energy here!! Makes me feel sad and deprived as the NY Giants are in my backyard lol)
Room: City Room
Checkin: Checked in at 11am, but the room wasn't ready until 2 (See comments)
Upgrade: Upgraded to Terrace Studio Fountain View
Late Checkout: Late checkout at 4pm. I had the bell desk hold my bags until 7:30pm
Breakfast Credit: At District Donuts ($75). Breakfast credits could be used at Wicked Spoon, Room service, Starbucks, District Donuts and Eggslut
Credits: $100 Spa Credit. Wanted to use it for a spa pass, but they were all sold out for the day. I wound up getting a pedicure with a parafin treatment ($120).
Comment: It was a great stay at the Cosmo as always. It's my favorite hotel in Vegas. My stay was a little special as I had 5 nights at the Cosmo, but my FHR reservation wasn't until the 5th night though. I had combined reservations using a Cosmo Identity comped night, 3 nights of a paid Marriott stay, and a FHR reservation. I called ahead to ask if I could check in at the Autograph Lounge even though my FHR stay wasn't until the 5th night. They granted me permission to do so.
Checking in was nice. Hyun was efficient and more than superb with his customer service. This was my 6th stay at the Cosmo, but my first using the Autograph Lounge for check in. I appreciated the exclusive feel and being able to sit down lol. Not that the Invited Guest line was crazy at this time. It was pretty quiet overall for my Saturday 11am arrival. I spent my time gambling, having drinks, and checking out the BLVD ice rink until the room was ready. I was supposed to get a text that the room was ready, but that didn't happen. I didn't sweat it as I anticipated this notification is inconsistent - I have read about others' experiences. When I went back to the AL at 2pm, I was told that the room was ready. I wasn't expecting an early check-in since my FHR reservation didn't start on the 5th night anyway.
The Cosmo was more than gracious to let me stay in my Terrace Studio FV room as 1 category above is just a Terrace Studio and no FV. Commendable customer service right there. I used the $75 breakfast credit at District Donuts. I was already told that my FHR breakfast benefit wouldn't apply on the day of my FHR reservation. It had to be the next day (Day of checkout)
As I had a late flight (10 pm), my plan was to just to buy a spa pass with the $100 spa credit and call it a day. Unfortunately, they ran out of spa passes (I went the weekend of NYE). You could only access the spa if you paid for a treatment. I bought the cheapest treatment (Pedicure with paraffin at $120) for the spa/wet lounge access. What was great was that you are able to access the wet lounge/spa all day (in and out privileges). Pedicure was wonderful as they had these massage chairs and I received champagne throughout my treatment. I left the spa in the early afternoon to go pack and enjoy the resort for the last time. I went back to the spa at 4:30pm after checkout and spent the remaining time there before my late flight. FYI, I tried so hard to get the spa credit converted to a F&B credit before I arrived at the hotel. I tried twice through Amex Concierge and the Cosmo didn't budge. Since Cosmo management was great in giving me a 2 level comp upgrade, I didn't ask when I checked in. I didn't want to be greedy with the favors lol
I'm a Marriott Bonvoy member, but I asked for all of my charges to be put on Identity. I'm Hyatt Globalist and Hilton Diamond, so I really don't value my MB Gold status. Even though there is the impending closing of the MLife/Cosmo deal, I still value Identity points very high. I was pleased to still have earned my Sterling status for all of this year. I charged everything to the room and my bill was accurate. I just have to contact the Identity desk via as the points for the Barbershop and Superfrico wasn't earned. This is why I keep all of my receipts.
High points of my stay at the Cosmo was Superfrico (Chicken Parm was amazing, the OG Square pizza was disappointing), the Barbershop (Indie Florentino was fantastic with his acoustic performance - get there early!), China Poblano happy hour, the spa/wet lounge, and the BLVD winter village/ice skating rink.
It was very easy to get an Uber/Lyft to anywhere that I wanted to go. I visited the Wynn to go to Delilah's and also went to Allegiant Stadium for a Raiders game (Great stadium and energy here!! Makes me feel sad and deprived as the NY Giants are in my backyard lol)
Feb 21, 2022, 6:38 pm
#615
Join Date: May 2009
Location: Boston, MA
Programs: AA Million Miler, Mosaic, Delta Platinum
Posts: 1,561
Hotel: Four Seasons (2/19 to 2/21)
Room: Booked Superior Room
Checkin: 7:30pm and no line.
Upgrade: - Was upgraded to the next level with a great view up the Strip; hotel seemed quite crowded due to a big volleyball tourney at Mandalay Bay
Late Checkout: Offered and did not use.
Breakfast Credit: Used at Veranda for Sunday buffet; very poor service - I think they were ovewhelmed by the crowds. Did not try again on Monday - went to takeout coffee shop. Neither showed up on the bill.
Credits: $100 spa credit used for $100 pedicure; was not on bill at checkout
Mandalay was quite busy. About 5% mask usage as requirement lifted. All 4S staff masked; only some of Mandalay Bay casino staff.
Room: Booked Superior Room
Checkin: 7:30pm and no line.
Upgrade: - Was upgraded to the next level with a great view up the Strip; hotel seemed quite crowded due to a big volleyball tourney at Mandalay Bay
Late Checkout: Offered and did not use.
Breakfast Credit: Used at Veranda for Sunday buffet; very poor service - I think they were ovewhelmed by the crowds. Did not try again on Monday - went to takeout coffee shop. Neither showed up on the bill.
Credits: $100 spa credit used for $100 pedicure; was not on bill at checkout
Mandalay was quite busy. About 5% mask usage as requirement lifted. All 4S staff masked; only some of Mandalay Bay casino staff.