I am so sad that I have to give this hotel a 4 star rating but it failed me as an Intercontinental Resort in so many waysand I warn you this is a long review.
Lets start with the good, it is a fabulous property, centerally located mid strip. Most employees were well trained and one never has to to leave this resort as it offers everything you could imagine. Many dinning choices, large casino and the rooms are large and plush and clean.
When we walked into the lobby area it was a breath taking sight and must be seen to be believed. The rooms have the best beds you will find anywhere and the amenities are of a high quality. Our room was clean and housekeeping was great for the most part. The Grand Lux resturant is charming with excellent service, freshly baked breads and everything we ate at his place was good. My wife and I splurged in the Grand canal shops and it was exciting to be a part of the Venetian culture.
We are IC Platinum Ambassadors which means I stay at at least 50 nights at IHG Brand hotels ever year and that I have certain benifets that come with that status and here is where this resort received it's failing grade and droped 1 full lux star. Staying at an lC hotel is a real treat that both myself and family and I have come to enjoy the benefits of a road warrior I suppose. The rest of my review is really about those perceived benefits that I work all year to get so this may bore some of you and I aplogize for that.
Check In - normally has an dedicated ambassador check in, when we arrive at 10pm there was no one in that area so we stood in line for approx 20 minutes which was really no big deal but benefit was not received.
Guaranteed room upgrade - We had booked a 2 queen Rialto View Suite Non-Smoking room and would have been happy with that room choice because our daughter was traveling with us. We were offered an upgrade which we accepted and it was a beaufifull room with a king bed and a hide a bed in the sofa but we were NOT told at check in that it was a Smoking Room and it really turned us off the room but it was just to big a hassle to complain so we accepted the smell and lived with it. When checking in we asked for a 12 noon check out and were told we needed to vacate by 11am, again we reminded the lady we had a benefit of checking late check out ok we are up to 3 issues already!
The room - was opulent and very large they provide very high end amenities and towels etc. Before we went out for the evening we thankfully decided to look for the bedding for the hide a bed and found none, so we called and asked for bedding which should have been taken care of at check in. When we returned we found a plastic package with bedding placed in the front door on the floor, I can tell you we have never stayed at a 5 star lux property that did this. When we went to close the electronic curtains half of them did not work, and we had only 1 bath robe in the room for 3 people and the list goes on, by the way the hide a bed was super un-comfortable and my daughter ended up sleeping on the floor so think twice about using that bedding choice.
At this point we were still happy with the resort over all and making fun of everything and having a great time in Las Vegas and this resort.
Part of our benefits are a fruit basket apon arrival plus water and the water is suppose to be replenished daily. and here is where things went way down hill. At the end of day 2 we still don't have fruit or water so I call down and nicely explain to lady that we would like our fruit and water sent up to ur room, this whole process should be simple right? She nicely puts be on hold for 5 minutes then disconnects me. I call again and get someone else and after I explain she interups and says you only get one fruit basket per stay you know and I say yes exactly so please send one fruit basket up to my room and she says she has to check to see if we qualify to get one, so put on hold again, she comes back on and says yes we do receive the benefit but also explains again that we are only entitled to one basket and I again tell her we have not received any basket she says she needs to talk to someone else but they are on lunch and that sometimes people ask for 2 baskets, "geez give me a break here", I tell her to forget it and hang up and I am now deepy regretting asking for the basket and water. Any 5 star resort would have trained there staff to say.... "Mr. Moduline I am sorry to hear you did not receive your benefit please let me check and make things right" but that was not what happened and a simple issue just got BIG!!!
We came back to our room later that evening and guess what there was a fruit basket but no note of apology etc. of course I actually think they don't care or this would not have happened in the first place?
Also did not received our daily water, complimentary daily newspaper, complimentary In-Room Gift, Complimentary pay TV film this is all off the Intercontinetal web site.
Customer Culture always starts at the top and works down through the ranks, I don't blame the employees it is the management that is not living up to the IC culture, I have seen far to many references on TA about IC non-benefits and after this expereince see this as a culture failure at this resort and like I said what a shame as they have so much to offer and do so many thing right.
Ok now that I have vented I feel better and this is still a fabulous place to stay and most won't be disappointed but for some of us that have stayed at other IC hotels we sure see the differnece.
Not sure this IC will see my money again but one never knows as time heals disapointmnet.
- Official Description (provided by the hotel):
- THE WORLD'S MOST EXTRAORDINARILY DESIGNED HOTEL Every major Las Vegas guidebook recommends Center Strip casinos. The Venetian is located at one of the most exciting crossroads of the Strip, putting you within walking distance of the biggest attractions on The Strip. We guarantee the lowest prices for our suites can always be found directly on the Venetian website. When you book direct: • We are 100% sure you will never find a better rate anywhere else. • We are 100% sure we will never lose your reservation. • You will have priority access to our best rates moving forward. Plus, we guarantee: • The lowest possible rates, our partners are obligated by contract to follow our pricing rules. • Access to the best selection of suites and offers • Access the best service, located on-property • Access to Grazie, our loyalty program • Free Cancellations and Modifications* ... more less
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- Also Known As:
- Venetian Resort Las Vegas
- Venetian Hotel Las Vegas
- Las Vegas Venetian
- The Venetian Las Vegas