I do not enjoy writing reviews so unless I have a wonderful or a terrible experience, I won't write one. I have worked in various 5 star hotels in Vegas as hotel manager so I like to think that I know what I'm talking about.
On to the review... I brought some friends/business partners for dinner here on 1/1/2012, as I'm in Chile on business. Worst decision ever. So much went wrong that I don't even feel like going into details, but I will try to summarize:
1) tried to get a table at the terrace, supervisor Vanessa had a terrible attitude, told me to go find the hostess, I explained she was not at her post. Told me it was first come first serve, I said ok take my name please, she said she had nowhere to write it. Told me to wait for hostess maye she would come back. I complied... another group shows up with no reservation and she sits them. I asked her why she decided to sit them and not my group, she got nervous and said they are hotel guests (did not ask me if I was), then continued with ridiculous excuses. I was furious.
2) walked to front desk, asked to speak with the shift manager. Shift manager never answered the call, apparently was too busy to care. I asked for a business card so I could email the general manager. The clerk gave me the email for their coach. I said no, I want someone who has some sort of pull. They gave me the email for the "W Insider" (what the hell is that lol).
3) sat down at lounge for dinner. Waitress shows up eventually, takes our order for drinks. Drinks come out 30 minutes later from the bar located 15 feet away (lounge was not even at a third of capacity). Eventually she takes food order. I ask her "how long until food, just tell me honestly, even if it will take long, but keep to your word". She says 20 minutes. I say "ok even 30 minutes no problem because I know you are busy". We order appetizers and some sandwiches. 45 minutes later one sandwich is served to one guest. In the meantime I went to get a second round of drinks at the bar. 5 people sitting at the bar, but took bartender 15 minutes to make my drinks. Another 45 minutes after the one sandwich was served, the remaining sandwiches came out. We never saw any appetizers, ever. Waitress didn't even remember taking our order for those even though she wrote it down on her note pad.
4) we ask for the bill. I expected to see some sort of discount for our terrible experience, especially after the manager bragged about her 11 years working in New York. Nothing there. I talked to the manager she said she meant to give us a discount but her waitress forgot to apply it... LOL. In the end she took off the drinks and just charged for the sandwiches which were quite bland honestly.
This was probably the worst dining experience I've ever had in my life, and I've had bad ones in many countries all over the world but this one takes the cake. Who serves one guest at a table after waiting for 45 minutes and then no one else for another 45 minutes? Who completely forgets to bring ALL appetizers? Plus waitress rarely came by.
Hey, I understand you are busy, but this is the W and not the Howard Johnson hotel. It's expensive and I expect to be treated as a valued customer, and in an adequate/timely fashion. I will never return here and I do not recommend that you give them your business. I wish i could give the ZERO stars. This comes from an experienced 5-star hotel manager from Las Vegas.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.