I've never encountered the same problems as I did with The Venetian. I've stayed at 2 - 5 star rating hotels/resorts; and never experienced any issue with the check-in. When I booked the room, I've put in request for early check-in at 1:00PM; however I arrived late at 3:30PM, and when I tried to check in, the check-in staff told me that my room is not yet ready and when I asked her when will my room be ready, she couldn't give me the exact time. The check-in time for this hotel is at 3:00PM. I never experienced the late check-in with any hotel in the past. I asked to speak to the manager, and then she made me wait for more than 30 mins and then the manager came and told me the same thing that my room is not yet ready, and it was at 4:20PM something and my room is not ready, I asked him why the room is not ready, he told me that the previous guest checked out late, and they also don't have enough room service staff to clean the room on time. He didn't offer me any complimentary such as room upgrade, but he asked me if I want to downgrade the room if I can't wait for my room to be ready, I got so upset, the manager tried to bargain with me as the customer, he and his staff didn't provide good customer service and gave the customer the weird look, in order for them to compensate me for 2 hours waiting and walking around the Venetian while waiting for my room to be ready, I have to spend over 1 hour fighting with them. And guess what? They gave me the smelly room with absolutely no view! my view is the dirty rooftop of their facility building and located right next to the elevator, the room smell of cigarette, even though my room is non-smoking room, I called the front desk and reported the smell of cigarette, instead they tried to help me with my complaint, they kept telling me that the room I am staying at is non-smoking room, and make me feel like I'm lying and giving them the problem. I got so upset again! One of the comforter has several red stains on it, I called to request for a new comforter and it took them 3 hours to bring me one. In my room, I could heard all the noise from the room above and conversations that people talking at the hallway, so the hotel room wall don't have good sound insulation. The A/C vent is filled with dirt. The toilet is so old that it flushed so weak. Although I experienced all these problems, but I didn't bother to report to the front desk anymore after two attempts, I felt that the staffs and management at this hotel didn't show any concern and care about the customer complaints. I regretted that I booked two nights stay at this hotel. I paid so much to stay here and hope I will stay at a luxury suite, and will have a nice getaway vacation, but my trip was totally ruin by staying at this hotel. I never ever had any issues with all the hotels I stayed in my life, except for this time. I will never want to come back to this hotel again because it is not even worth the money I paid for the room and the service here!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
14 September 2012
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Thank you for taking the time to share your experience during your stay at The Venetian|The Palazzo. I understand that there are many travel options when visiting this city and we sincerely appreciate and thank you for choosing The Venetian|The Palazzo to host you during your most recent visit. I am very disappointed to hear that your visit was not a complete success. Please accept our apologies for the dissatisfaction you experienced during your stay.
Should you wish to further discuss the details of your visit, we invite you to contact our Guest Relations Department directly. It is our sincere hope that you will give us another opportunity to exceed your expectations on a future visit.
VP of Hotel Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC