So I'm in the process of working pretty much the final detail out of our destination Las Vegas wedding. Where we will be staying pre-wedding and for our honeymoon. You've probably all saw where I've posted questions about various rooms at various hotels here on these boards.
So yesterday I decide I'm just going to call the hotels directly to see if I can get anymore information, not necessarily on room rates (because they won't have those available for next March for a few more months) but exactly what kinds of rooms are offered (above your standard hotel rooms). I've also been told by you guys that the Ceasar's Hotels don't charge a resort fee so I'm hoping to stay at one of them to save that cost. And since a lot of hotels are in the midst of a complete remodel the rooms that are online aren't necessarily the ones that will be there later. I basically just wanted more information.
So first I call The Flamingo. I'm not too excited about this hotel from the few pictures they have online. Something about the pink curtains and neon lights in the bathroom irk me buy hey, if thats what it ends up being then pink it is. The representative I talked to sounded like she had something way better to do than to sit and talk to me about what each room category includes. I basically hung up the phone with no more knowledge than when I started. The most the representative seemed to know about each room and category was whether it had one king bed or two queens.
Next, Planet Hollywood. The representative there was at least a little enthusiastic and seemed to genuinely want to help but when I asked her questions like "which room is it where you have a view of the strip from a window in your bathroom?" (I'd saw a picture like this on Tripadvisor, Planet Hollywood's site didn't have a pic like this - - hence the reason for me making all these calls) when I asked her that she was like "I don't know" I'm like "seriously you don't know which room has that option? I ended up getting the same basic response for every question I had. And these were simple questions that any representative working there (and answering the phone) should have known.
So by then I'm frustrated with the whole Ceasar's group so I decide to call the MGM Grand. Yes, they have a resort fee which is dumb but if I can get good customer service then I'm willing to save a little more and pay for it.
I have to say the representative at MGM Grand answered every single one of my questions, even explaining what the "old" (pre renovation) rooms were called and what they would be called post renovation and she described what changes were being made. She was able to answer every single one of my questions and even sent me an e-mail with pictures of remodeled rooms that they don't have on the website yet. I was even able to speak with their business center about having packages sent ahead of time and what the costs would be for that and what the process was for that and had great service there too. The guy in the business center said they would even have the delivering of our welcome bags to Circus Circus (where our guests are staying) arranged at no cost. They even advised me when to call back to book the room to get the best rates.
So MGM Grand it is. We will be staying in one of their new Tower Spa Suites.
I just couldn't believe the lack of customer service at the other resorts though. Maybe I just called on a bad day but I was astonished. I'm sure they aren't this way with everyone or they wouldn't still be in business but I just thought I'd share my experiences.
