I recently stayed at Whiskey Pete's 3/7- 3/8/12 on a return trip from Las Vegas. First off I know it is an older hotel so knew not to expect the Venetian, but have stayed there before and know it is normally clean. Upon Check in, my friend forgot something in her suitcase so went out to get it for her. While I was outside she asked the front desk person ZOILA if they had wheelchairs to rent durring our stay. At which she abruptly informed my friend "People steal them". My friend mentioned that we had just stayed at the Venetian and they did offer that service. Zoila then said "How much did it cost you to stay there" in a very rude manor. My friend informed her that not that it was any of her business, but it was comp'd because we play there often. At which point my friend informed her that she wasn't very customer service friendly. Zoila then snapped at her "WHAT?!". I came back in we finished checking in and then decided to play for a while before going up to the room. After about an hour we decided we should go to the room and have our luggage delivered. Went to the new Mexican restuarant and had dinner then played for a bit more before going up for the night.
The next morning went down to eat breakfast, played for a bit, went back to the room. Where the housekeeping department only made ONE bed. I decided to call down to the manager and complain about how rudely we were treated upon arriving, and about the housekeeping department. Lance or Lawrence listened to my complaints and offered to send housekeeping back up, which I seen no reason to do, and was fine with that. I went down later to play some more and deciding to call it a night stopped on my floor's vending machine to get a Pepsi.(didn't work) so went to the lower floor and that vending machine ate my money... So I went to the Cashier's cage and requested a refund. They sent me over to the front desk. When I got to the front desk they told me I had to go to the Cashier's cage. Now I am upset! I ask for the manager and proceed to tell Mr. Bauaban all the occurances since arriving. He informs me there is no manager there by the name of Lance or Lawrence so he doesn't know who I spoke with earlier that day. He offered to comp me a room for a future visit. And called the cashier's cage and talked to Mohammad and they would refund my money.
So, I went back to the Cashier's cage and said to the same woman that the manager sent me over to get a refund. She called her manager Sue and she told me that I would have to contact the number on the front of the vending machine or wait until morning to go to the gift shop (since they close everything early) I said no, I just spoke to the manager and he spoke to Mohammad and they were going to refund me. Mohammad being at the next window finally says he will take care of it. And Sue turns to walk away but snapping "she will have to call then number". I at this point had had it with everything and YELLED at her that she was very rude. I work in customer service and would never even begin to think to treat a paying guest in this manor. She appologized for being rude. and Mohammad refunded my money. It is only $2 but at this point it was the principle of the whole thing.
The next morning went down for breakfast then I jotted over to check out. In which they tell me that I had rented 2 movies! I said I don't think so, even though you only have 6 channels, I would never do that. So I asked her when this was and she proceeds to tell me it was 15 minutes after check in. uhhhhh hello I was in the casino for an hour before even going to the room. Check when I called for my bags. She calls yet another manager Cesil over and she has the nerve to say to me "So I suppose that someone just went into your room and rented it" Come on, Seriously!!! Now I am at the point of yelling. I have completely had it! The room was secured with my friends credit card and not wanting her to get any charges for something that we did not do, was very adament that I get receipts for everything to show a zero balance. Finally she took the charges off for the movies. and I asked for a receipt. She hemmed and hawed forever before I finally explained I needed a receipt so that I could take to my lawyer for proof. Now, done with that, I find my friend, she finishes playing and we are leaving. She decides to stop at the front desk again to double check there were no charges. Since the promo offer was 2 nights free.
Finally home, and 3 days later my friend sends me an email this morning showing where they charged her card two charges, one for $15.00, the other for $7.98!!! I work for AT&T and believe me I have informed everyone about this experience! I am still waiting on a call back from them to see about the charges. God help me!