6/10 Good
January 10, 2025
lots to work on
We have been driving up to Vegas frequently and this was our first stay at Palace Station. We booked a one night stay of "Premier Room- Bed type assigned at check-in" via hotels.com and stated "king bed/non smoking" under the request. We understood that the requests are not guaranteed as mentioned in the clause. We arrived at the lobby in the evening on Saturday evening to check-in and there were only 2 guest officers at the concierge. There were people in line and the line was moving slow. We were assisted by Alyssa and she informed us that the "non-smoking" rooms with king bed are unavailable. I showed her my booking with my request of non-smoking room and emphasised that I could accept any non-smoking room even if there were no king beds. She did not show empathy and seemed indifferent to our needs. She replied that we had to pay an upgrade of $15 for a non-smoking room. It was pointless reasoning with the guest officer as I believe it was their "rigid practice". It was so illogical when you claimed that all non -smoking rooms were fully taken and after a payment of the additional charge, the non-smoking rooms were "magically" available. After reading the online reviews, this might be the gimmick of gaining their room sales quota however there is definitely a shortfall in guest hospitality and customer service. As I have health conditions, we decided to pay for the pro-claimed upgrade and we were assigned to a room with 2 queen beds. Sink was dirty; soap dish had scum.
Verified traveler
1-night family trip
Verified Hotels.com guest review