The good: As soon as you walk into this place it is total hard rock style. The shampoo and conditioner provided in the room were horrible. The casino reaked so badly of cigarette smoke. When visited the casino and sat there at the same row of slot machines losing my money for hours, I was only approached once by one waitress to be offered a drink. This was a huge inconvenience when checking in and checking out. We had to lug our suitcases and all loose items up the escalator and around by the casino to then take the elevator up to the 5th floor. We dragged everything inside only to find there is no elevator on that floor to take us up to our room. There was no one in sight to help and no luggage carts around. When I arrived at the hotel and parked, my daughter and I were struggling trying to carry all of our bags and things. The bad: I had problems at check in with my reservation, and problems with my billing at checkout due to the reservation errors.
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I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. I understand that this can be frustrating which is why I immediately had an engineer to your room to fix it when you reported it and I'm thankful he was able to do so. Unfortunately as this is a technical failure, it is entirely unpredictable as to when it will occur. With our modern amenities and thoughtful design, the Best Western Plus Casino Royale-Center Strip will stand out among other hotels in Las Vegas,NV. As for the AC issue, it is known that thermostats fail occasionally causing the problem you described, for which we are sorry. Specialties: At the Best Western Plus Casino Royale-Center Strip youre sure to find that little something extra. We have taken the necessary steps to address this incident with our team members involved in the hope that we may avoid such situations in the future and, should a human error of this kind happen again, we are better prepared to handle it in a more appropriate and immediate manner. There is no acceptable excuse for this incident and we take full responsibility which is the reason we immediately decided that we would not charge you for that night, as a gesture of our sincerest apology. I absolutely understand your concern and truly apologize for the upset our mistake caused you. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Thank you for completing the review regarding your recent stay at our property. We will take the necessary steps to ensure that all our rooms are thoroughly inspected before they are assigned to guests. We do have a strict no-smoking policy in place, and we apologize for the oversight that led to your room smelling like cigarettes. Regarding the issue with the smoking room, we apologize for the inconvenience caused to you and your girlfriend. We take all guest feedback seriously and will take immediate action to address the issues you have raised. We understand how important it is to have a clean and comfortable room during your stay, and we apologize for failing to meet your expectations. Hilton Grand Vacations Club on the Las Vegas Stripĭear Guest, We are very sorry to hear about your negative experience at our hotel.Hotels near American University of Health Sciences.Hotels near California State University, Long Beach.Hotels near Pacific Coast Highway Station.Hotels near Downtown Long Beach Station. 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