The Quad - Las Vegas Formerly known as the Imperial Palace next to the Flamingo Hotel. Inside Job at The QUAD Las Vegas Nevada

Went to Vegas for a wedding 10/11-10/14/13. Sunday 10/13 in the afternoon returned to our room and the key cards didnt work. Went to the front desk and they advised their error, reservation was made wrong and gave us new keys. 10/14/13 9:00 am ready for departure early, headed down to the gift shop, checked out of the gift shop approx 9:24, stopped at two slot machines on the casino floor and headed back to our room approx 9:45. Used the key card to open the 'secured' door and all three of our luggage items were stolen. Immediately called the front desk, trans several times, left husband in the room, went to the front desk and waited approx 5-7 min for a manager which seemed like eternity. Explained the situation to him, no I'm sorry ma'am, let me help you. Instead, did you leave your door open? I asked for camera footage and he just kept repeating no cameras sorry. I asked him to walk me back to my room to see what I was talking about, he replied, sorry security is in your room now with your husband and they need to deal with it. Thats all folks. Security was super nice, he was taking the five question 'incident' report. He did walk us out in the hall to show us how guests think their door shuts when it doesnt. He lets the door slam and boom it locks, he opens it again and said lets try that one more time, boom shuts and latches. He then walks down the hall and around the corner and there are two cleaning staff there. The first gal advises her clip board indicates she was not scheduled to clean our room #. The second employee was approx 5-7 rooms down farther, now keep in mind that is about 15 down from our room, he advises he was scheduled to clean it and did go in the room. He indicated he approached to the door at approx 9:30 and the door was open, he said he knocked and let himself in and there was no luggage. Just a luggage strap torn off the suitcase on the floor. REALLY??? Why didnt he stay and clean it then? My husband and I had no choice but to walk the halls with the limited time and the stairwells looking for our stuff. Due to our flight home we had no choice but to leave with just the incident report. Ironically on the way out of the elevator, the weasel manager was standing there fixing the rope line thing and he didnt even say one word to us. Ironically, the security agent told us we could file a police report once we get home due to time restraints. He did confirm that unless there was a murder or something the hotel will not bring out any camera footage. Nice eh? Numb the whole way home, going over all of the stolen items. Thousands of dollars in Clothes/Electronics, Jewelry, and girl stuff makeup hair products etc..( electronics alone we had a laptop (we work for the airline and needed the laptop to check for flight avail) Ipod Touch, Kindle Fire, Beats, Ipod Nano). Having traveled a lot and no issues in the past, never thought anything of taking our best things, lesson learned NEVER AGAIN. Spoke to the LVPD as soon as we got home, he was kind but told me they cant file a B&E since they didnt come to the scene so all they can file is a lost luggage report. WHAT?!?! Yep filed the lost luggage and waited to hear from the hotels third party investigation co. Tues mid morning I received a generic email from the investigative co, thanking me for my feedback and that if they dont hear from me in 30 days they will consider this matter closed. Again, WHAT??? I didnt provide feedback, I have a serious issue here. Immediately called got voicemail twice. The next day a young gal calls me, I assume she is the person who the emailed letter was from the prev day. WRONG, new gal, started out nice, took my account of events, advised of her process, pulling the key card report. I asked if she was going to pull it for just Monday or for the entire stay. She advised she could pull it either timeframe. I said great, I would like you to pull it the entire stay. All went down hill there. She said she didnt need to pull it prior to Monday because my luggage was in my posession until Mondays incident. I told her about the key cards not working and I wanted to know if the cleaning crew came in our room on Sunday while we were out. (Do not disturb was on the door) Because if we inadvertently coded as checking out Sun then the cleaning crew would have come to our room right? They wasted no time coming to our room at 9:30 am on the morning of our REAL check out time. She became beligerant repeating her unwillingness to pull it prior to Monday, she reminded me of all the work she had to do on other claims and wasnt going to do unnecessary work on mine. Yes folks, this is what I had to work with. I asked for a manager got the standard response, I dont have one. (I have been in management for years, I know the drill) When I refused to back down on the manager, she offered to trans me. Ironically, I was disconnected. Called the number on the letter, the gal aswered with Please Hold... NO HELLO or anything. Now we are playing games, turns out the girl on the letter was the manager the other 12 yr old gal was supposidly trying to trans me too. Once she picked me back up and I explained who I was, the first thing out of her mouth was well, I told her I would call you back when I was done. Didnt get that far manager gal because I was disconnected. She was of no help either. So I then called the Risk Manager who represents the Quad and Flamingo both, he had left me a VM earlier in the day. He recited that they pulled the key card report and only our two keys entered that room. Odd considering I guarantee a cleaning staff member went in to that room on Sunday when we were coded as checking out saw our stuff and came back to collect. He tried to offer his condolences is a non compassionate way. Robberly leaves you feeling totally victimized no matter how big or small. They refuse to release the key card report to you, it has to be subphoened. Yet the kiss off letter they sent, post marked with the same date of my argument with the unprofessional 12 yr old and it only had a generic statement denying any accountabiity. They didnt interview the security team, they didnt talk to the cleaning staff. NOTHING. I know this because earlier in that same day the 12 yr old was calling me to OPEN the claim and according to the stamp date on the letter, she closed it the several hours later. So in 24 hours the QUAD's third party company did nothing to help me. I did end up having an agent from the LVPD call me at 11:45 at night to inventory our belongings for the police report. She said it happens 100 times a day in these hotels. I have never had it happen to me but will certainly share my story so others arent innocently victimized. The management at this hotel needs to be fired and so do the two unprofessional gals at the third party company Ceasars hires to investigate their thefts etc... You cant talk to Ceasars they refer you back to their third party company. I truly believe this is an inside job. Why was my reservation messed up in the first place, the paperwork was right, so employee error #1. The cleaning man indicarted when he came to the room it was open, really? The theif snatched the luggage with such force the strap ripped off. You expect us to believe that the theif yanked the luggage in a mad dash and then stopped in the hall where he could have easily been caught to gently shut the door leaving it ajar? The management staff not being able to look his paying guest in the eye and offer any condolences for the situation. I understand it is just material items, but they were my items I purchased with my hard earned money. No one had the right to take them from me. This hotel is jank and the manner in which they have this set up will allow it to continue to happen to innocent people. I reviewed trip advisor AFTER THE FACT and although they have like a 3.0 star on there which has to be fraudulant, there are numerous comments of guest who have endured the same thing - some during the day, during the night etc... someone is watching their guests at all times folks so be forewarned.