Four Seasons or Mandarin Oriental in Las Vegas?
Nov 3, 2012, 8:30 am
#77
Join Date: Feb 2012
Posts: 116
Hi
just an update as we have been travelling...
We finally received a response to our multiple (as in everyday +) complaints about the renoavtion noises on day 4 of our 5 day stay.
Management were apologetic and offered a different room to us, which was nice but rather too late in our stay to be of any benefit. We had tours planned for that day and DH had business meetings booked so we had no time to pack all our things and physically move.
Our stay was in a one bedroom strip view suite. (no FSPP/virtuoso upgrade given)
My reasoning was that we should not have to move rooms as this was meant, for the children and myself, to be a relaxing stay while DH had meetings and met suppliers at a conference.
We should not have been in this situation in the first place.
The manager assured us that the renovations were only wall-papering so the noise would be nonexistant or at worst, minimal.
We decided to stay in the room and did not arrive back until 9.30pm that night (he said that renovation times were between 7am-9pm).
At 10pm there were drills, saws, hammering still going on.
It was not the most relaxing holiday. At. All.
To say the trip was frustrating is an understatment. To have one complaint at any FS is enough, to have mulitple and be ignored is just not good enough anywhere.
We were offered one night at half price for our troubles.
My faith in the FS brand faltered.
We are now at the FS BW and it has been restored, thank goodness. The service here is impeccable so far.
As an aside; we had some meetings at the MO and it's where we would stay next time without a doubt, even though the pool is smaller, due to the streamlined service we received even as non-guests at the hotel.
Hope this helps someone.
It saddens me to write this, but thats how it was.
To end on a positive note as I am an optimist and happy, non-complaining traveller normally:
the room service attendants, chefs and spa services were superb.
C
just an update as we have been travelling...
We finally received a response to our multiple (as in everyday +) complaints about the renoavtion noises on day 4 of our 5 day stay.
Management were apologetic and offered a different room to us, which was nice but rather too late in our stay to be of any benefit. We had tours planned for that day and DH had business meetings booked so we had no time to pack all our things and physically move.
Our stay was in a one bedroom strip view suite. (no FSPP/virtuoso upgrade given)
My reasoning was that we should not have to move rooms as this was meant, for the children and myself, to be a relaxing stay while DH had meetings and met suppliers at a conference.
We should not have been in this situation in the first place.
The manager assured us that the renovations were only wall-papering so the noise would be nonexistant or at worst, minimal.
We decided to stay in the room and did not arrive back until 9.30pm that night (he said that renovation times were between 7am-9pm).
At 10pm there were drills, saws, hammering still going on.
It was not the most relaxing holiday. At. All.
To say the trip was frustrating is an understatment. To have one complaint at any FS is enough, to have mulitple and be ignored is just not good enough anywhere.
We were offered one night at half price for our troubles.
My faith in the FS brand faltered.
We are now at the FS BW and it has been restored, thank goodness. The service here is impeccable so far.
As an aside; we had some meetings at the MO and it's where we would stay next time without a doubt, even though the pool is smaller, due to the streamlined service we received even as non-guests at the hotel.
Hope this helps someone.
It saddens me to write this, but thats how it was.
To end on a positive note as I am an optimist and happy, non-complaining traveller normally:
the room service attendants, chefs and spa services were superb.
C
Nov 3, 2012, 11:14 am
#78
Join Date: Jan 2003
Location: Fairfield County, CT USA
Programs: AA PLT+2MM / DL DM+1MM / A3 *G / Fairmont LT Plat / Ritz Gold / SPG Gold
Posts: 4,077
Hi
just an update as we have been travelling...
We finally received a response to our multiple (as in everyday +) complaints about the renoavtion noises on day 4 of our 5 day stay.
Management were apologetic and offered a different room to us, which was nice but rather too late in our stay to be of any benefit. We had tours planned for that day and DH had business meetings booked so we had no time to pack all our things and physically move.
Our stay was in a one bedroom strip view suite. (no FSPP/virtuoso upgrade given)
My reasoning was that we should not have to move rooms as this was meant, for the children and myself, to be a relaxing stay while DH had meetings and met suppliers at a conference.
We should not have been in this situation in the first place.
The manager assured us that the renovations were only wall-papering so the noise would be nonexistant or at worst, minimal.
We decided to stay in the room and did not arrive back until 9.30pm that night (he said that renovation times were between 7am-9pm).
At 10pm there were drills, saws, hammering still going on.
It was not the most relaxing holiday. At. All.
To say the trip was frustrating is an understatment. To have one complaint at any FS is enough, to have mulitple and be ignored is just not good enough anywhere.
We were offered one night at half price for our troubles.
My faith in the FS brand faltered.
We are now at the FS BW and it has been restored, thank goodness. The service here is impeccable so far.
As an aside; we had some meetings at the MO and it's where we would stay next time without a doubt, even though the pool is smaller, due to the streamlined service we received even as non-guests at the hotel.
Hope this helps someone.
It saddens me to write this, but thats how it was.
To end on a positive note as I am an optimist and happy, non-complaining traveller normally:
the room service attendants, chefs and spa services were superb.
C
just an update as we have been travelling...
We finally received a response to our multiple (as in everyday +) complaints about the renoavtion noises on day 4 of our 5 day stay.
Management were apologetic and offered a different room to us, which was nice but rather too late in our stay to be of any benefit. We had tours planned for that day and DH had business meetings booked so we had no time to pack all our things and physically move.
Our stay was in a one bedroom strip view suite. (no FSPP/virtuoso upgrade given)
My reasoning was that we should not have to move rooms as this was meant, for the children and myself, to be a relaxing stay while DH had meetings and met suppliers at a conference.
We should not have been in this situation in the first place.
The manager assured us that the renovations were only wall-papering so the noise would be nonexistant or at worst, minimal.
We decided to stay in the room and did not arrive back until 9.30pm that night (he said that renovation times were between 7am-9pm).
At 10pm there were drills, saws, hammering still going on.
It was not the most relaxing holiday. At. All.
To say the trip was frustrating is an understatment. To have one complaint at any FS is enough, to have mulitple and be ignored is just not good enough anywhere.
We were offered one night at half price for our troubles.
My faith in the FS brand faltered.
We are now at the FS BW and it has been restored, thank goodness. The service here is impeccable so far.
As an aside; we had some meetings at the MO and it's where we would stay next time without a doubt, even though the pool is smaller, due to the streamlined service we received even as non-guests at the hotel.
Hope this helps someone.
It saddens me to write this, but thats how it was.
To end on a positive note as I am an optimist and happy, non-complaining traveller normally:
the room service attendants, chefs and spa services were superb.
C
If there was really work going on past 9pm, this warrants much more than just a half night comp.
May I suggest you write an old fashioned letter and send it to head office in Toronto, with a copy to the GM at the LV property? I had a similarly terrible experience at the St Regis in Puerto Rico. A professional letter to Starwood head office got me a [60]k spg points credit and a gift certificate for a future stay.
While what you really wanted was simply a nice vacation. I do not like to complain at high end properties...I am willing to pay full price but expect an experience commensurate with the price. Snce the hotel stuffed it up...this was clearly in their control.....the next one, or a meaningful portion of the next one at least....should be for FS's account.
Nov 5, 2012, 11:48 pm
#79
Join Date: May 2012
Location: Here, there … you know how it goes.
Posts: 1,518
That is simply appalling, and the antithesis of the service levels Four Seasons prides themselves on -- please do take NYBanker's advice and send a letter (at the least, a "letter-like" email) to the appropriate individuals.
Mark Hellrung is the GM at FSLV; his email is [email protected]
Craig Reid is the President of Hotel Ops - Americas; his email is [email protected]
I've had good experiences emailing Craig before, and am confident this will be sorted to your satisfaction.
Mark Hellrung is the GM at FSLV; his email is [email protected]
Craig Reid is the President of Hotel Ops - Americas; his email is [email protected]
I've had good experiences emailing Craig before, and am confident this will be sorted to your satisfaction.
Dec 17, 2012, 3:50 pm
#80
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
As a reminder I will be there this coming weekend on a 2-night stay. If anyone has special requests or wants something special reviewed, please let me know.
As usual, no proactive communication from the hotel prior to arrival. I reached out via my FSPP/Virtuoso agent requesting an upgrade to a suite (as this property has given me a 6-category upgrade in the past). So far, the response has been, [paraphrased] "We can guarantee a renovated room, and will try to give you at least a strip view, but since several floors are under renovation we cannot guarantee any upgrades at this time."
I emailed concierge this morning to help with some reservations and so far no response.
As usual, no proactive communication from the hotel prior to arrival. I reached out via my FSPP/Virtuoso agent requesting an upgrade to a suite (as this property has given me a 6-category upgrade in the past). So far, the response has been, [paraphrased] "We can guarantee a renovated room, and will try to give you at least a strip view, but since several floors are under renovation we cannot guarantee any upgrades at this time."
I emailed concierge this morning to help with some reservations and so far no response.
Dec 18, 2012, 2:06 am
#81
Join Date: Jul 2010
Location: GOT
Posts: 1,167
If you can, please verify as previously discussed if the room service curently originates from the 4S itself or from Mandalay Bay.
Dec 18, 2012, 10:06 am
#82
Join Date: May 2009
Posts: 66
FS Las Vegas -
We were there a few weeks ago. Booked a premier strip view room. We did not get an upgrade... but we were the first ones to stay in our renovated room on the top floor. Everything was really nice. We will be back for sure.
Dec 19, 2012, 12:42 pm
#83
FlyerTalk Evangelist
Join Date: Mar 2006
Location: Germany
Programs: Some
Posts: 11,505
Dec 20, 2012, 9:44 am
#84
Join Date: May 2009
Posts: 66
Bathroom updates -
"Backlit mirrors increase ambient and task lighting in all bathrooms while suite bathrooms feature integrated television screens
Custom designed faucet sets and bath hardware and the use of frameless glass shower enclosures in polished chrome create a sleek look throughout the bath
Classic marble flooring and vanity tops reflect timeless sophistication".
"Backlit mirrors increase ambient and task lighting in all bathrooms while suite bathrooms feature integrated television screens
Custom designed faucet sets and bath hardware and the use of frameless glass shower enclosures in polished chrome create a sleek look throughout the bath
Classic marble flooring and vanity tops reflect timeless sophistication".
Dec 26, 2012, 11:01 am
#85
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
To answer a question that has been asked several times recently: I consulted with the Maitre D at Verandah and confirmed that the FS Room Service is served out of the Verandah kitchen, not the Mandalay Bay room service kitchen.
Also of great importance is the presence of the very "Non Four Seasons-esque" $25 resort fee. I am writing a letter to the GM about this and request more of you do the same.
Just finished a 2 night stay with a total party size of 6 adults + 2 kids split into 3 rooms. I will keep this review as succinct as possible since everyone already knows most of the strengths of the property.
Despite the valet area being very busy when we arrived, a seemingly unending army of staff materialized from nowhere to greet us and help with bags. Valet also escorted us to the front desk and introduced us by name. Definitely 5-star.
Front desk was as pleasant as ever, but I continue to be baffled by the fact that I have to fill out my address every time I check in at every Four Seasons property worldwide despite the fact they already have my computerized reservation (and presumably a customer database?). Great personal touch: a staff member rolled out a radio flyer wagon full of plush animals and let the kids choose one each.
I was informed my entire party received a 1-category upgrade from Deluxe to Strip View. Considering the regular 3-6 category upgrades I've received in the past, I was a bit disappointed. However, we were informed that at least 2 of the 5 floors were still under renovation so inventory was limited.
Offered a paid upgrade right out of the gate to Presidential Suite for +$900 per night. I really didn't want to spend that much money for a Vegas room, but I figured it would be a great experience in one of the newest and best suites in the city...Tried negotiating, but was told it was a firm price.
There are a total of 5 Presidential Suites, which are advertised as the best suites the hotel has to offer. Not sure if there are any secret suites for whales. We had #37336. Though it's at the end of a very long hallway, the layout of the suite is such that you have almost complete privacy. One side of the suite is adjacent to the emergency stairwell and the other side is adjacent to an optional connecting 2nd bedroom that is presumably blocked unless the hotel is at full occupancy.
The renovation was quite comprehensive, but I was a bit disappointed that the bathrooms did not receive new floors or countertops. I think the hotel's reference to "timeless sophistication" just means they didn't want to spend the extra $5,000 - $10,000 per room. Carpet, drapes, lighting, decorative touches, hardware, paint & wallpaper, and furniture all appear updated. Some, but not all common areas have been updated. Hard surface flooring such as marble/granite appear untouched, but are in remarkable condition for their age. The color palette is very pleasing and represents the energy and vibrance of Las Vegas. Chocolate is the base color, with accents of gold, silver, and lime green. Might sound strange but it works. My wife commented that it looks like every other modern Vegas hotel now, but I don't necessarily see that as a bad thing.
The Presidential Suite was 2,200 square feet but had a least a few hundred square feet of dead space that seemed wasted. Additionally, the lighting options in the suite were very poor. Despite the huge amount of space in the suite, it was missing the "wow" factor one might find in other top suites (such as the Duplex Suite we had at the Pen BKK). On the plus side, the view was absolutely stunning - especially at night. You have an incredible 180-degree panorama from the airport to east, strip to the north, and red rock to the west.
We saw our family's Strip View rooms as well. At 550 sq feet they are among the largest non-suite hotel rooms in the city. However, after coming from the Presidential Suite they seemed tiny and cramped. I strongly recommend a Strip View Studio room as the best combination of space and value.
All rooms/suites have separate tub and shower, but only the Presidential Suites have double vanities. All rooms also now have Keurig K-Cup machines. The Presidential Suite had a Nespresso machine in addition to the Keurig.
I have been very critical of the Verandah in years past, but they really hit it out of the ballpark this trip. The breakfast was a decided step up in quality, and the servers were better than ever. Our group of 8 people were assigned 2 servers and they went out of their way to accommodate us - and especially our kids. We had lunch there one day as well and were once again very impressed with the quality and flavor of the food.
The lobby was undergoing a mild facelift, and a brand new bar was being installed opposite the front desk.
Despite the fact that this is one of the largest Four Seasons in the chain (over 400 rooms), the feel is tremendously residential and very personal - especially in contrast to some of the other mega resorts that somehow managed to bribe their way to 5-stars. Our housekeeper addressed us by name (first time that's ever happened outside of a cruise ship). No other staff members remembered our names, but you could tell they recognized us and made a point to greet us.
I never saw a member of management out and about, but it could have been that most of them were on vacation for Christmas.
Overall a very pleasant stay...Four Seasons really solidified its position as #1 in Vegas for me.
Also of great importance is the presence of the very "Non Four Seasons-esque" $25 resort fee. I am writing a letter to the GM about this and request more of you do the same.
Just finished a 2 night stay with a total party size of 6 adults + 2 kids split into 3 rooms. I will keep this review as succinct as possible since everyone already knows most of the strengths of the property.
Despite the valet area being very busy when we arrived, a seemingly unending army of staff materialized from nowhere to greet us and help with bags. Valet also escorted us to the front desk and introduced us by name. Definitely 5-star.
Front desk was as pleasant as ever, but I continue to be baffled by the fact that I have to fill out my address every time I check in at every Four Seasons property worldwide despite the fact they already have my computerized reservation (and presumably a customer database?). Great personal touch: a staff member rolled out a radio flyer wagon full of plush animals and let the kids choose one each.
I was informed my entire party received a 1-category upgrade from Deluxe to Strip View. Considering the regular 3-6 category upgrades I've received in the past, I was a bit disappointed. However, we were informed that at least 2 of the 5 floors were still under renovation so inventory was limited.
Offered a paid upgrade right out of the gate to Presidential Suite for +$900 per night. I really didn't want to spend that much money for a Vegas room, but I figured it would be a great experience in one of the newest and best suites in the city...Tried negotiating, but was told it was a firm price.
There are a total of 5 Presidential Suites, which are advertised as the best suites the hotel has to offer. Not sure if there are any secret suites for whales. We had #37336. Though it's at the end of a very long hallway, the layout of the suite is such that you have almost complete privacy. One side of the suite is adjacent to the emergency stairwell and the other side is adjacent to an optional connecting 2nd bedroom that is presumably blocked unless the hotel is at full occupancy.
The renovation was quite comprehensive, but I was a bit disappointed that the bathrooms did not receive new floors or countertops. I think the hotel's reference to "timeless sophistication" just means they didn't want to spend the extra $5,000 - $10,000 per room. Carpet, drapes, lighting, decorative touches, hardware, paint & wallpaper, and furniture all appear updated. Some, but not all common areas have been updated. Hard surface flooring such as marble/granite appear untouched, but are in remarkable condition for their age. The color palette is very pleasing and represents the energy and vibrance of Las Vegas. Chocolate is the base color, with accents of gold, silver, and lime green. Might sound strange but it works. My wife commented that it looks like every other modern Vegas hotel now, but I don't necessarily see that as a bad thing.
The Presidential Suite was 2,200 square feet but had a least a few hundred square feet of dead space that seemed wasted. Additionally, the lighting options in the suite were very poor. Despite the huge amount of space in the suite, it was missing the "wow" factor one might find in other top suites (such as the Duplex Suite we had at the Pen BKK). On the plus side, the view was absolutely stunning - especially at night. You have an incredible 180-degree panorama from the airport to east, strip to the north, and red rock to the west.
We saw our family's Strip View rooms as well. At 550 sq feet they are among the largest non-suite hotel rooms in the city. However, after coming from the Presidential Suite they seemed tiny and cramped. I strongly recommend a Strip View Studio room as the best combination of space and value.
All rooms/suites have separate tub and shower, but only the Presidential Suites have double vanities. All rooms also now have Keurig K-Cup machines. The Presidential Suite had a Nespresso machine in addition to the Keurig.
I have been very critical of the Verandah in years past, but they really hit it out of the ballpark this trip. The breakfast was a decided step up in quality, and the servers were better than ever. Our group of 8 people were assigned 2 servers and they went out of their way to accommodate us - and especially our kids. We had lunch there one day as well and were once again very impressed with the quality and flavor of the food.
The lobby was undergoing a mild facelift, and a brand new bar was being installed opposite the front desk.
Despite the fact that this is one of the largest Four Seasons in the chain (over 400 rooms), the feel is tremendously residential and very personal - especially in contrast to some of the other mega resorts that somehow managed to bribe their way to 5-stars. Our housekeeper addressed us by name (first time that's ever happened outside of a cruise ship). No other staff members remembered our names, but you could tell they recognized us and made a point to greet us.
I never saw a member of management out and about, but it could have been that most of them were on vacation for Christmas.
Overall a very pleasant stay...Four Seasons really solidified its position as #1 in Vegas for me.
Last edited by trojanman; Dec 26, 2012 at 11:06 am
Dec 26, 2012, 5:02 pm
#86
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
Bathroom updates -
"Backlit mirrors increase ambient and task lighting in all bathrooms while suite bathrooms feature integrated television screens
Custom designed faucet sets and bath hardware and the use of frameless glass shower enclosures in polished chrome create a sleek look throughout the bath
Classic marble flooring and vanity tops reflect timeless sophistication".
"Backlit mirrors increase ambient and task lighting in all bathrooms while suite bathrooms feature integrated television screens
Custom designed faucet sets and bath hardware and the use of frameless glass shower enclosures in polished chrome create a sleek look throughout the bath
Classic marble flooring and vanity tops reflect timeless sophistication".
Dec 27, 2012, 7:13 am
#88
Join Date: Aug 2007
Location: Here there and everywhere
Posts: 6,303
When I stayed at FS earlier this year, they said they would not touch the bathrooms as the cost would be prohibitive - too much marble to break up and replace. I saw the designs for the new rooms/suites - OK, but nothing too special. I still prefer MO Vegas as its accommodation is better, there is more intimacy throughout the hotel because of the smaller public areas, and the restaurant choice is considerably better as they also offer fine dining at Pierre Gagnaire. Great pool area, too.
Dec 27, 2012, 10:47 am
#89
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
Also worth noting, it looks like the hotel abandoned its former Presidential Suites (rooms ending 001), which used to be 3,400 square feet and featured many special touches such as a piano, surround sound media center, and a much more impressive bathroom. These suites were typically reserved for whales gambling a minimum of $50K per hour, or for patrons willing to shell out $5K per night (rack rate).
During the renovation process it appears they converted their old "180 degree strip view" suites (rooms ending 336) to be the new Presidential suites. That could explain why it didn't appear very "Presidential".
During the renovation process it appears they converted their old "180 degree strip view" suites (rooms ending 336) to be the new Presidential suites. That could explain why it didn't appear very "Presidential".
Dec 27, 2012, 10:52 am
#90
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
At the request of the front desk agent, I compiled a very detailed review of my Presidential Suite and submitted it to management. Interesting that they have yet to address any of the "unacceptable" issues I brought to their attention, but they did address the following suggestions, noting they are already in the works:
- Increased Dining Room & Foyer Lighting (Pres. Suite)
- Updated CFL bulbs that don't take as long to warm up (presumably all rooms)
- Surround Sound System (Pres. Suite)
- Etro Italian toiletries in the same size for all room categories
- Pre-Arrival Email (unfortunately sounds like auto generated)
- System-wide guest profile