Mar 19, 2016, 3:30 pm
Last edit by: gengar
As per https://www.starwoodhotels.com/tribu...language=en_US :
SLS Las Vegas joined SPG in December 2015, having previously being a Hilton Curio (see this thread in the FT Hilton forum.)
Pre-opening discussion is here.
Opening promotion : Celebrate SLS Las Vegas. Register & pick your card to reveal your offer.
The 289-room LUX Tower, one of the three towers onsite, will undergo a conversion and renovation and reopen as W Las Vegas in September 2016. The W will have its own dedicated entrance, lobby, meeting space, pool and facilities and will be managed by Starwood while the remainder of the SLS will remain under its current management. Discussion here.
Shuttle from the LAS Airport stops at 8PM, and is not free for guests to take as of April 1st, 2016. Call property for updates and more info as they don't have it posted on their website.
The SLS Las Vegas, a Tribute Portfolio Resort will be leaving Marriott on August 17, 2018. Reservations for dates on or after August 17, 2018, will not be eligible for Starwood Preferred Guest membership benefits, award redemption or accrual.
SLS Las Vegas joined SPG in December 2015, having previously being a Hilton Curio (see this thread in the FT Hilton forum.)
Pre-opening discussion is here.
Opening promotion : Celebrate SLS Las Vegas. Register & pick your card to reveal your offer.
The 289-room LUX Tower, one of the three towers onsite, will undergo a conversion and renovation and reopen as W Las Vegas in September 2016. The W will have its own dedicated entrance, lobby, meeting space, pool and facilities and will be managed by Starwood while the remainder of the SLS will remain under its current management. Discussion here.
Shuttle from the LAS Airport stops at 8PM, and is not free for guests to take as of April 1st, 2016. Call property for updates and more info as they don't have it posted on their website.
SLS Las Vegas NV, LEAVING SPG/Marriott Aug 17, 2018 [Master Thread]
Nov 30, 2016, 8:45 pm
#301
Join Date: Jan 2012
Location: San Juan, PR
Programs: MR AMB/LT, AA EP, TK EP, DL D, B6 M4, F9 100K, IHG AMB/D, HH D, CZR D, FndCd, Sixt D, NTL E, Hz PC
Posts: 428
I took a room tonight for $49 + $30, seemed reasonable, since I'm doing a one-night stay at the W tomorrow (I had DEC 1-6 booked, but after my experiences here decided to just use my casino rate at Caesar's for the rest of the trip, but wanted to be here for the W opening.)
Got an ok room in World Tower (2 full sized beds vs. 1K, but that's not the end of the world, and a decent bathroom. Still pretty mediocre wifi coverage.)
Hilariously the guy at the front desk said "we're fully booked tomorrow, absolutely no late checkouts" when I went down after some drinks to confirm my 4pm checkout. I was going to leave around 1pm to get lunch somewhere and work and then come back to check into the W, but now I feel morally obligated to just stay in the room until 4pm.
Got an ok room in World Tower (2 full sized beds vs. 1K, but that's not the end of the world, and a decent bathroom. Still pretty mediocre wifi coverage.)
Hilariously the guy at the front desk said "we're fully booked tomorrow, absolutely no late checkouts" when I went down after some drinks to confirm my 4pm checkout. I was going to leave around 1pm to get lunch somewhere and work and then come back to check into the W, but now I feel morally obligated to just stay in the room until 4pm.
Dec 1, 2016, 5:39 am
#302
Join Date: May 1998
Location: australia
Posts: 5,762
Hilariously the guy at the front desk said "we're fully booked tomorrow, absolutely no late checkouts" when I went down after some drinks to confirm my 4pm checkout. I was going to leave around 1pm to get lunch somewhere and work and then come back to check into the W, but now I feel morally obligated to just stay in the room until 4pm.
Dec 19, 2016, 10:49 pm
#303
Join Date: May 2012
Programs: Marriott Titanium (Lifetime Platinum), AA Platinum Pro
Posts: 310
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.
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.
Last edited by joeypore; Dec 19, 2016 at 11:00 pm
Dec 20, 2016, 2:17 pm
#304
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
We booked a suite, so didn't have to play Upgrade Roulette- but we experienced the same general vibe Joeypore reported at check-in. (Detailed in the Your24 thread)
I was just on a Hyatt thread, curious about a hotel in San Diego and saw this comment from a Hyatt rep:
"Dear Flyertalk Members,
I appreciate you all taking the time to review the various hotels, and share your experiences (good or bad) with the community. The side-benefit of doing so is that a representative of the hotel may see the feedback, and use it to make the next interaction even better. Rest assured, the direction this thread has taken has not gone unnoticed.
Thank you again for the feedback!
Sincerely,
Gold Passport Concierge "
IMO SPG has the best social media team in the business- curious as to why
there has been no response to issues at this hotel. I will end 2016 with close to 80 nights in Starwood hotels and I experienced my least friendly, most dismissive check-in of the year at SLS. The FDA was not quite rude, but she was extremely indifferent. We never had the feeling we were welcome guests. The irony is that we were directed to check in at the snazzy VIP room, but the FDA was the absolute least friendly we have encountered at any hotel this year. Even more surprising after we just had our first Aloft & Element visits (Tribute is our 11th brand in the Dashboard challenge) and were super impressed at both hotels- they exceeded our expectations.
It has been a long time since an SPG property has let me down. It's a shame here since we like our room and the hotel has a couple of restaurants we really enjoy (Katsuya & Bazaar Meat )
It's been a few years since we have visited Las Vegas, and were inspired to visit this time to complete the Dashboard challenge. This is one city where we typically book a non-SPG hotel, though I was hoping to like this property and incorporate it on future visits.
If 40-50 SPG Plats really do check in here daily, one would think they would be valued guests. The hotel already has the disadvantage of being far away from the central Strip. Providing a positive experience for the SPG guests who visit here should be a top priority. I hope that management will consider the feedback here a wake up call and will respond accordingly.
To quote the HGP concierge- I hope the direction this thread has taken will not go unnoticed.
I was just on a Hyatt thread, curious about a hotel in San Diego and saw this comment from a Hyatt rep:
"Dear Flyertalk Members,
I appreciate you all taking the time to review the various hotels, and share your experiences (good or bad) with the community. The side-benefit of doing so is that a representative of the hotel may see the feedback, and use it to make the next interaction even better. Rest assured, the direction this thread has taken has not gone unnoticed.
Thank you again for the feedback!
Sincerely,
Gold Passport Concierge "
IMO SPG has the best social media team in the business- curious as to why
there has been no response to issues at this hotel. I will end 2016 with close to 80 nights in Starwood hotels and I experienced my least friendly, most dismissive check-in of the year at SLS. The FDA was not quite rude, but she was extremely indifferent. We never had the feeling we were welcome guests. The irony is that we were directed to check in at the snazzy VIP room, but the FDA was the absolute least friendly we have encountered at any hotel this year. Even more surprising after we just had our first Aloft & Element visits (Tribute is our 11th brand in the Dashboard challenge) and were super impressed at both hotels- they exceeded our expectations.
It has been a long time since an SPG property has let me down. It's a shame here since we like our room and the hotel has a couple of restaurants we really enjoy (Katsuya & Bazaar Meat )
It's been a few years since we have visited Las Vegas, and were inspired to visit this time to complete the Dashboard challenge. This is one city where we typically book a non-SPG hotel, though I was hoping to like this property and incorporate it on future visits.
If 40-50 SPG Plats really do check in here daily, one would think they would be valued guests. The hotel already has the disadvantage of being far away from the central Strip. Providing a positive experience for the SPG guests who visit here should be a top priority. I hope that management will consider the feedback here a wake up call and will respond accordingly.
To quote the HGP concierge- I hope the direction this thread has taken will not go unnoticed.
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.
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.
Dec 20, 2016, 2:42 pm
#305
Company Representative - Starwood
Original Poster
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
This is the most effective way to shine a light on a bad situation.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Dec 20, 2016, 3:57 pm
#306
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Thanks William. At this point I suppose I am venting. I consider customer care or the Champions to be the departments that deal with specific issues that can still be corrected, rather than ones to address issues like apathetic service. When our room wasn't ready at the promised time per our approved Your24, I considered reaching out to you, but by the time we checked in, it seemed a moot point. When we first arrived I did send an email to Your24 support, but they never responded.
I honestly cannot remember another time that I asked to speak with a hotel manager. In this case I did, not because of the hotel's error (stuff happens), but because the FDA had such zero sympathy and made absolutely no effort to correct the situation or make us feel better. The manager was much more customer service oriented and friendly and also more apologetic. Had the original associate responded as he did, the hotel's initial error would not have been compounded.
I recognize that what happened to us was not the end of the world- but we did end up with a wasted afternoon and a frustrating start to our visit. The manager did promise us 4000 points as an apology. That was nice. But honestly-had the Front Desk associate even smiled once or commiserated with our situation we would have written off the Snafu as one of the vicissitudes of travel. The good news for Starwood is that this incident stood out to us because our typical SPG experience is so generally positive. Most FDAs are well trained and friendly, and it was an unexpected surprise to be treated poorly.
It's funny. I had actually let this go until I saw the post from another Plat who had checked in the same day who reported a similar experience. It made me think that what happened to us was not an anomaly, but perhaps is a pattern at this hotel.
I will email you more details if you think it would be constructive. A great SPG hotel in Vegas has been on my Wishlist for a long time. It would be wonderful if SLS could evolve into one.
[QUOTE=Starwood Lurker;27641366]Thanks for the kudos. We aren't allowed to open complaint files without the consent of the guest, but anyone who has a hotel-related issue to report should certainly do so, either to Customer Care directly at [email protected] or by sending us an email with the details, including the names and titles of the staff involved, to the email address below.
This is the most effective way to shine a light on a bad situation.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected][/QUOTE
I honestly cannot remember another time that I asked to speak with a hotel manager. In this case I did, not because of the hotel's error (stuff happens), but because the FDA had such zero sympathy and made absolutely no effort to correct the situation or make us feel better. The manager was much more customer service oriented and friendly and also more apologetic. Had the original associate responded as he did, the hotel's initial error would not have been compounded.
I recognize that what happened to us was not the end of the world- but we did end up with a wasted afternoon and a frustrating start to our visit. The manager did promise us 4000 points as an apology. That was nice. But honestly-had the Front Desk associate even smiled once or commiserated with our situation we would have written off the Snafu as one of the vicissitudes of travel. The good news for Starwood is that this incident stood out to us because our typical SPG experience is so generally positive. Most FDAs are well trained and friendly, and it was an unexpected surprise to be treated poorly.
It's funny. I had actually let this go until I saw the post from another Plat who had checked in the same day who reported a similar experience. It made me think that what happened to us was not an anomaly, but perhaps is a pattern at this hotel.
I will email you more details if you think it would be constructive. A great SPG hotel in Vegas has been on my Wishlist for a long time. It would be wonderful if SLS could evolve into one.
[QUOTE=Starwood Lurker;27641366]Thanks for the kudos. We aren't allowed to open complaint files without the consent of the guest, but anyone who has a hotel-related issue to report should certainly do so, either to Customer Care directly at [email protected] or by sending us an email with the details, including the names and titles of the staff involved, to the email address below.
This is the most effective way to shine a light on a bad situation.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected][/QUOTE
Jan 30, 2017, 4:55 pm
#307
Join Date: Jan 2004
Location: ORD LAS HKG
Programs: Bonvoy LTT; IHG DiamondAmb; WoH Globalist; UA1K2MM; NationalEE; AvisPC; HertzPC
Posts: 703
Any recent platinum stay report at this property since the opening of W? Just wondering what does a typical platinum upgrade look like since the Lux tower (now W) is no longer available for upgrade?
Jan 30, 2017, 11:39 pm
#309
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,046
I also did a mattress run last week and received a standard room close to the elevator, which is the opposite of my SPG profile setting.
Not too many other Platinum amenities. 500 points or continental breakfast.
Jan 31, 2017, 9:45 am
#310
Join Date: Mar 2010
Posts: 1,324
Did you really want a suite for a mattress run? C'mon!
I also did a mattress run last week and received a standard room close to the elevator, which is the opposite of my SPG profile setting.
Not too many other Platinum amenities. 500 points or continental breakfast.
I also did a mattress run last week and received a standard room close to the elevator, which is the opposite of my SPG profile setting.
Not too many other Platinum amenities. 500 points or continental breakfast.
Jan 31, 2017, 11:32 am
#311
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,046
Jan 31, 2017, 12:20 pm
#312
Join Date: Jan 2004
Location: ORD LAS HKG
Programs: Bonvoy LTT; IHG DiamondAmb; WoH Globalist; UA1K2MM; NationalEE; AvisPC; HertzPC
Posts: 703
Did you really want a suite for a mattress run? C'mon!
I also did a mattress run last week and received a standard room close to the elevator, which is the opposite of my SPG profile setting.
Not too many other Platinum amenities. 500 points or continental breakfast.
I also did a mattress run last week and received a standard room close to the elevator, which is the opposite of my SPG profile setting.
Not too many other Platinum amenities. 500 points or continental breakfast.
Hmm, that sounds pretty bad. I used to stay there (before the opening of W) 5-6 times a year and I almost always got a suite at the Lux tower. It will be nice even if they can upgrade us to the story/world tower suite but I guess that's no longer the case.
Apr 2, 2017, 11:28 pm
#314
Join Date: May 1998
Location: australia
Posts: 5,762
Very comprehensive section on the hotel website - someone either has a good sense of humor or is very dry
Can't guarantee that walking will be free though or available 24hrs
Also seems that the hotel's Airport Shuttle that went from complimentary to charged soon after joining SPG is now non-existent
Getting Here
Airport
McCarran International Airport (LAS)
Travel Distance: Approximately 8.05 km/5.0 miles
Options for getting to and from the hotel include:
Taxi
Hours: 24 hours
Travel Time: 16 minutes
About: Onsite;
Taxi cabs are available 24-hours a day, 7 days a week at all Airport Terminals.
Third-Party Airport Shuttle
Fee: Rates vary by carrier; 7 - 15 USD per person, per trip.
Hours: 24 hours
Travel Time: Varies based on number of passengers
Getting Around
By City Rail System
Las Vegas Monorail
Hours of operation:
Monday
7:00 AM - 12:00 AM
Tuesday
7:00 AM - 2:00 AM
Wednesday
7:00 AM - 2:00 AM
Thursday
7:00 AM - 2:00 AM
Sunday
7:00 AM - 3:00 AM
Friday
7:00 AM - 3:00 AM
Saturday
7:00 AM - 3:00 AM
Contact: (1)(702) 669-8200
About: Onsite;
The Las Vegas Monorail provides quick and convenient transportation to and from most hotels, the convention center, and the city’s casinos. Trains arrive every four to nine minutes at seven locations, the first of which is located directly at SLS Las Vegas.
You may purchase an unlimited monorail pass for 24 hours, two days, three days, four days, five days or seven days at our Customer Service Ticketing Office. For complete pricing details, please contact the Customer Service Ticketing Office.
Single Ride: 5 USD per person
Unlimited 24-Hour Pass: 12 USD
Unlimited 2-Day Pass: 22 USD
Unlimited 3-Day Pass: 28 USD
Unlimited passes are valid for 1 person, for unlimited travel per 24-hour period.
By Taxi
Taxi
Fee: Taxi fees vary based on duration and mileage
Hours: 24 hours
About: Onsite;
Taxis are the most convenient mode of transportation for visits to the 200+ stores at the North & South Las Vegas Shopping Outlets, the Neon Museum, the Mob Museum, the historic Golden Nugget, or to catch a baseball game at Cashman’s Field.
Taxis are readily available 24 hours a day on and off The Strip. Our doormen are happy to help you hail a taxi outside of the resort.
By Rental Car
Enterprise Rent A Car
Hours of operation:
Sunday
8:00 AM - 4:00 PM
Monday
8:00 AM - 4:00 PM
Tuesday
8:00 AM - 4:00 PM
Wednesday
8:00 AM - 4:00 PM
Thursday
8:00 AM - 4:00 PM
Friday
8:00 AM - 4:00 PM
Saturday
8:00 AM - 4:00 PM
About: Onsite;
Enterprise Rent A Car is located near the east valet entrance and operates daily from 8am to 4pm.
By Foot
Walking
Fee: Complimentary
Hours: 24 hours
About:
SLS Las Vegas enjoys close walking proximity to many of the city's most popular attractions and restaurants. Take a short stroll to The World's Largest Giftshop for a massive selection of souvenirs. Experience the ambiance of one of Frank Sinatra's favorite restaurants with a quick walk to the Golden Steer, or saunter over to Las Vegas' oldest French dining establishment Pamplemousse.
Note: Estimated charges, fees and schedules are not guaranteed by hotel. Driving distance may be affected by local conditions and traffic.
Airport
McCarran International Airport (LAS)
Travel Distance: Approximately 8.05 km/5.0 miles
Options for getting to and from the hotel include:
Taxi
Hours: 24 hours
Travel Time: 16 minutes
About: Onsite;
Taxi cabs are available 24-hours a day, 7 days a week at all Airport Terminals.
Third-Party Airport Shuttle
Fee: Rates vary by carrier; 7 - 15 USD per person, per trip.
Hours: 24 hours
Travel Time: Varies based on number of passengers
Getting Around
By City Rail System
Las Vegas Monorail
Hours of operation:
Monday
7:00 AM - 12:00 AM
Tuesday
7:00 AM - 2:00 AM
Wednesday
7:00 AM - 2:00 AM
Thursday
7:00 AM - 2:00 AM
Sunday
7:00 AM - 3:00 AM
Friday
7:00 AM - 3:00 AM
Saturday
7:00 AM - 3:00 AM
Contact: (1)(702) 669-8200
About: Onsite;
The Las Vegas Monorail provides quick and convenient transportation to and from most hotels, the convention center, and the city’s casinos. Trains arrive every four to nine minutes at seven locations, the first of which is located directly at SLS Las Vegas.
You may purchase an unlimited monorail pass for 24 hours, two days, three days, four days, five days or seven days at our Customer Service Ticketing Office. For complete pricing details, please contact the Customer Service Ticketing Office.
Single Ride: 5 USD per person
Unlimited 24-Hour Pass: 12 USD
Unlimited 2-Day Pass: 22 USD
Unlimited 3-Day Pass: 28 USD
Unlimited passes are valid for 1 person, for unlimited travel per 24-hour period.
By Taxi
Taxi
Fee: Taxi fees vary based on duration and mileage
Hours: 24 hours
About: Onsite;
Taxis are the most convenient mode of transportation for visits to the 200+ stores at the North & South Las Vegas Shopping Outlets, the Neon Museum, the Mob Museum, the historic Golden Nugget, or to catch a baseball game at Cashman’s Field.
Taxis are readily available 24 hours a day on and off The Strip. Our doormen are happy to help you hail a taxi outside of the resort.
By Rental Car
Enterprise Rent A Car
Hours of operation:
Sunday
8:00 AM - 4:00 PM
Monday
8:00 AM - 4:00 PM
Tuesday
8:00 AM - 4:00 PM
Wednesday
8:00 AM - 4:00 PM
Thursday
8:00 AM - 4:00 PM
Friday
8:00 AM - 4:00 PM
Saturday
8:00 AM - 4:00 PM
About: Onsite;
Enterprise Rent A Car is located near the east valet entrance and operates daily from 8am to 4pm.
By Foot
Walking
Fee: Complimentary
Hours: 24 hours
About:
SLS Las Vegas enjoys close walking proximity to many of the city's most popular attractions and restaurants. Take a short stroll to The World's Largest Giftshop for a massive selection of souvenirs. Experience the ambiance of one of Frank Sinatra's favorite restaurants with a quick walk to the Golden Steer, or saunter over to Las Vegas' oldest French dining establishment Pamplemousse.
Note: Estimated charges, fees and schedules are not guaranteed by hotel. Driving distance may be affected by local conditions and traffic.
Can't guarantee that walking will be free though or available 24hrs
Also seems that the hotel's Airport Shuttle that went from complimentary to charged soon after joining SPG is now non-existent
Nov 8, 2017, 7:57 am
#315
Join Date: May 2008
Location: SCF/MSP
Programs: DL Plat, HH Gold, Hyatt Diamond, Marriott LT Plat Elite, Hertz PC, Safeway Card
Posts: 22
This hotel is terrible. Attempted a 2 night stay here...and yes, I said 'attempted'.
Booked the 675-sqft Designer Suite in the Story Tower. On arrival, waited for 25 minutes at Gold/Plat check-in, and then was told to go to 'VIP check in'. Checked in to a handicap accessible suite (of the 440-sqft, cheaper variety). Called down to front desk and was told 'sold out on the entire property'. Went back down to 'VIP check in', and the first girl flat out said 'We don't guarantee room type.' Second girl who originally checked me in went into a back room for 10 minutes and came out, stating 'I pulled some strings...I got you a nicer room in the World Tower.' Great, should be fine, right?
Get to the World Tower room...and its a room. A basic room. Not a suite. Went back down and was told that no managers were available. Called Plat Concierge to see options...I could stay out in Summerlin or Lake Las Vegas...no thanks. I had them open a file on this, and thanks to Expedia, went elsewhere for a lot more money. 10 days later, no response from the hotel.
This hotel is quite possibly one of the worst I've ever seen. SPG would do well to remove it from their portfolio...its a HUGE stain on SPG.
Booked the 675-sqft Designer Suite in the Story Tower. On arrival, waited for 25 minutes at Gold/Plat check-in, and then was told to go to 'VIP check in'. Checked in to a handicap accessible suite (of the 440-sqft, cheaper variety). Called down to front desk and was told 'sold out on the entire property'. Went back down to 'VIP check in', and the first girl flat out said 'We don't guarantee room type.' Second girl who originally checked me in went into a back room for 10 minutes and came out, stating 'I pulled some strings...I got you a nicer room in the World Tower.' Great, should be fine, right?
Get to the World Tower room...and its a room. A basic room. Not a suite. Went back down and was told that no managers were available. Called Plat Concierge to see options...I could stay out in Summerlin or Lake Las Vegas...no thanks. I had them open a file on this, and thanks to Expedia, went elsewhere for a lot more money. 10 days later, no response from the hotel.
This hotel is quite possibly one of the worst I've ever seen. SPG would do well to remove it from their portfolio...its a HUGE stain on SPG.