We arrived late evening, myself and my 10 year old son. There was no parking available, unless I wanted to pay a valet $30. Had to park in the casino parking garage and walk. After checking in, the hotel room key would not work. They sent a maintenance man to help with entry. His solution was to open the door with his master key card and use bolt cutter to snap off the interior locking bracket. He did not ask if there was a guest inside, until after he heard someone wake up and yell from their bed. My 10 year old was mortified as well as I. The awakened guest, yelled and asked who was breaking into his room. The maintenance man said nothing and I had to be the one to identify ourselves and explain the situation and apologize. We immediately left and took the elevator down the 45 floors to the front desk and were given a different room, about 10 floors blow and on the other end of the hotel, lacking the view the original room had. The keys would not work for the hotel pool the next day. I got sick that evening when I got home and attributed it to the funky taste and smell of the smoked salmon that I had earlier for breakfast. The hotel front desk manager comped our breakfast, which I later got sick from and took off $100 from the cost of the room. I don't feel it was the best they could have done considering the circumstances, but nonetheless, it was at least an effort in that direction. I am reluctant to return for obvious reasons. I would assume that this experience is not the norm, yet it happened and to me and my 10 year old son. If he were not with me, it may have been easier to bear. I hope that nobody else has to experience the same that we did, it was not pleasant. The comp and the discount were a good gesture, but being in the hospitality business as a self employed restaurant owner of multiple locations, I would be embarrassed to have resolved this incident in the manner that it was carried out.
The view and the staff's willingness to make my bad experience a little better