I doubt this email will come to anything, but I wanted to express how
disappointed I was in my recent stay (9/14-9/16) at The LVH. From the
moment we attempted to get the rooms we had booked to the minute we
left we had many different problems and difficulties. The 5 of us came
in to celebrate my brother’s birthday and booked 2 Grand rooms. I
booked about 2 weeks in advance online and had called twice to verify
that we would indeed get 2 beds per room and a connecting room. I was
told we are confirmed for Grand rooms with 2 beds but connecting rooms
may not happen but [they] would do [their] best.
When we checked in we were told the Grand rooms were all gone and the
rooms we would get would be on the same floor but not connected. After
speaking to a manager to help we were told, “It’s a fight night; we’d
be happy to cancel your reservation and refund your deposit.” Are
[they] serious? We were expecting some kind of customer service and
not just be shown the door.
In the end we wound up with a regular room that is “exactly” the same
only smaller. Rooms were 17118 and 17133, which were in the same
corridor but half the hall away. The rooms that were supposed to be
“exactly” the same didn’t include a couch so we called for a rollaway
bed, but that never came; when we called again we were told one will
be up shortly. After over an hour we left but the bed never arrived.
Also room 17133 smelled of weed. Right next to the TV is a card saying
there will be a $200 fee for smoking in the room and you could
definitely tell that someone was smoking in there. Instead of offering
to move us they said, “Do you want us to come and spray?” It didn’t
help and you could still smell it when we left; probably still smells
When asked if we could move we were told that it would be to a
different floor; we asked if both rooms could be moved but they said
no. At that point we decided to spend as little time as possible in
The LVH. We did enjoy the Superbook, but other than that there was
nothing I could recommend about this hotel.
At checkout we attempted the checkout by tv, but the keyboards in both
rooms were broken so we used the telephone for express checkout
instead. When we called to have our bags taken down at about 11:45 and
again about 20 minutes later, no one ever showed. By just after 12:30
we decided to just carry our things and get out, just put this place
I understand this was a busy weekend, that was probably the only
reason we decided to stay at The LVH (price for a non-standard size
room), but that is no excuse for horrible customer service and a lack
of caring about making the customers feel welcomed. I enjoy Las Vegas
and have been coming several times a year for over 20 years. I’ve had
my share of bad hotel experiences, but even with the unfortunate
events that have happened during my visits over the years, my concerns
were taken care of and I have always felt that I was important to the
establishment I was patronizing. Not so much at The LVH.
Just wanted to share my experience with you and hope in the future
[LVH] guests will not feel as cheated out of a weekend as I feel now.
David R. Ontiveros
Thank you for taking the time to email regarding your stay at the LVH.
Please accept my apology that your stay fell so far below
expectations. Guest service MUST be the most important part of the
guest experience if we expect our guests to return. Our goal is to
provide legendary guest service during each and every guest
interaction. Unfortunately, we did not achieve that goal during your
stay. I can’t even begin to describe how disappointed I am that your
stay was so bad.
I have forwarded this email to all departments concerned so that they
can coach their team members on the required level of guest service at
the LVH. One of our primary responsibilities is to quickly and
efficiently respond to any guest issues with which we are presented.
We did not fulfill that responsibility this weekend It is completely
irresponsible to suggest that we cancel the reservation with a refund.
In addition, we should have offered something more than to spray to
overcome the smoke smell. I thanked you earlier for writing this email
because it gives us the opportunity to identify areas in which we can
improve. We constantly seek ways to improve, relying on your comments
to serve as a tool to help guide these improvements. One of my
favorite quotes is by Bill Gates and states, “Your most unhappy
customers are your greatest source of learning.” I have learned a lot
from your email. I want you to know that we are committed to making
the necessary improvements that will enhance the guest experience and
increase guest satisfaction.
Once again, please accept my apology for this disappointing stay. We
value you as a guest and would love for you to return to the LVH to
have a much more enjoyable stay than this most recent stay. As such, I
would like to offer you 2 free nights in one of our suites as an
apology for this disappointing stay. I know it doesn’t make up for
your lost weekend. However, I want to show you that we are better than
this most recent experience. It is extremely important to me that you
know that the LVH is better than we showed this past weekend. Please
let me know if you would be interested in taking advantage of this
Guest Service Manager