Stratosphere Hotel Complaint - Stratosphere Las Vegas Hotel Hell on Earth
LAS VEGAS, NEVADA -- My 4th Goal in life is to Bash the Stratosphere hotel for at least 2yrs, Their location is horrible. It's far from the strip and they give you a view of the mountain which isn't anything like having a strip view. Their customer service is a 0 because it is the worst I have ever experienced. Their check-in representative Anwar is rude. I believe the managers, Kheli and Sarah, got their Hospitality/Hotel Management degree, if they have one, from D. F.N. S (Don't F-ing Know Sh*t) University. Here is how I came to that conclusion. We got to the hotel around 1:30pm to check in. The young lady at the desk said "Check-in isn't until around 3, but we can get you started so all you have to do is come back and get your keys at 3pm". Then we asked if there is early check-in. She said, "we do offer that but the room isn't ready yet". So we said ok and checked our bags at the bell desk. We gambled and ate at the Roxy Diner and around 3:23 we went to pick up our keys. Anwar greeted us and I told him I was there to pick up my keys. He looked up my info and said my room wasn't ready. I asked what do you mean it's not ready. He said housekeeping hadn't cleaned the room yet. I asked him when the room would be ready and he told me he doesn't know. So I asked him if he could call housekeeping and find out what time or an estimate of what time my room would be ready. He had the nerve to tell me he isn't housekeeping, which pissed me off. How dare he insult my intelligence. I knew he was not housekeeping. I was just asking if he could call housekeeping so I would know when my room would be ready. I wasn't asking for anything that was beyond his ability. I had just gotten off a 6hr flight. At this point, I was livid. So I asked to speak to a manager. The manager Kheli comes and she has a attitude like I interrupted her from watching Desperate Housewives or something. I explained to her that I understood the room wasn't ready, but I was asking them to call housekeeping and find out when it would be. She then tried to give me a room on a lower floor. I said no I want the room on the higher floor. I said please, just find out when the room will be ready. She also found this hard to do. At this point, I walked away because I was at a new level of lividness. I was ready to leave the Stratosphere. My friend stayed and talked to them. They told her that check in of 3 pm was for normal rooms not suites. It is very interesting that since we decided to get a suite and give their hotel more money than other guest, we had to wait. They finally decided to call housekeeping. They told us our room would be ready in a half a hour. So around 4:23, more than a half hour later, we returned. Imagine our reaction when the young lady at the desk said that our room still wasn't ready. After seeing our reaction, she said she would check with housekeeping to see if the room was in fact ready. It's funny how she offered to check with housekeeping so easily. She came back about 8 - 10 minutes later to tell us the room still wasn't ready. I was done. I asked for the corporate number because we were leaving. This was ridiculous. On their website, they state "Soak up the excitement of Sin City at the Stratosphere Las Vegas Hotel & Casino, where you'll get the VIP treatment, plus a whole lot more." What excitement? What V. I.P treatment? Is that why the hotel was on the brick of bankruptcy like 2 or 3 years ago? She said hold on let me get the manager's card. She came back 4 minutes later and said our room was available, interesting. She said our room will be 42015. I asked what happened to 41715. She said it wasn't ready and that the rooms are the same so we took it. So we finally got to the room and it smelled like the toilet had over flowed onto the carpet. We called housekeeping and they sprayed the room. But at this point, it's like what the hell. After a 6hr flight and 4 1/2 hours of waiting to get into a room, we get a smelly room. At this point, we had already spoken to Tim the director of customer excellence. He offered to comp our resort fee which was $7.50 per day so that would have been $45. Please, that is like an hour and quarter pay for me, they wasted an hour and a half my vacation. On top of that, they gave me a headache with their stupidity and rudeness. So I asked Tim for an upgrade. He said we would have to speak to Sarah, the hotel manager. My friend then asked Tim if Sarah would help us or was she going to waste our time, because we already wasted most of our day. He said she is the manager and will work with us. When Sarah called she offered to have our room changed because of the smell but she told us there would not be a room available until the next day. What happened to 41715? We then asked about an upgrade for our trouble. She said there wasn't an upgrade from the room we had. At that point, we knew it was time to leave. We asked about the cancellation policy and Sarah said that would be fine we would just pay for the one night. We asked if we wanted to leave today, could we get our money back. She said we would need to check out now. Then we said we would need more time than that to find another hotel. She then said she would give us 15 minutes. We said well it is only fitting that you give us an hour and a half because we gave you an hour and a half of our time. Sarah proceeded to say she would give us a hour because she needed the room for another guest. Sarah then said word for word "Am going to need you to get out" with a tone that said get the F out. We all sat their quietly for like 5 sec in a breath shock like WHAT! That was the final straw. So we finished our search for another hotel, packed our bags, called Tim and left him a message saying we were leaving and that I would be calling their corporate office. So now we're at our new hotel and I get a text from my card showing a charge for $1147.89 by Stratosphere. I left the hotel and they are still finding ways to piss me off. I called them to ask why they charged my card when the check in lady said that nothing was going to be charged to my card. Sarah called me back to say they removed the hold on my card. I informed her that I left my camera charger and batteries at the hotel and she said she would send someone to get it and hold it for me because the room was still empty, interesting. And the stress didn't stop there, when I went to get my charger they couldn't figure out where they put it. So after a hour of waiting, after I had call and said I was on my way I had to make another trip to the Stratosphere the next day to get it. Now I am trying to get the shuttle money we paid to get there and compensation for the stress and hell they put us through, reminding me that there is truly hell on earth.