First off I want to say that we returned to the Venetian this time because our previous stay had been so nice. We stayed 3 years ago and I just loved it so I booked it again even though my husband's conference was at Caesar's and he would have to walk each day.
Upon check-in we were given a room, we were there early. Front desk was very nice. I asked specifically for a quiet room as we really needed some rest and relaxation. We were on the 12th floor over looking where the lobby was, so we could see Caesar's from our view. Noticed that the room was not as tip top shape as 3 years ago, room looking a little worn but not bad. Crews were updating the rooms around ours so I assume this room would be getting a face-lift after we checked out. I asked the crew if they would be working in the am, as i had requested a quiet room. They said they would be sure to be quiet in the am.
The first night was nice and quiet the work was kept to the other rooms, but the paint, crews etc. in the hallway made for a rather unpleasant odor in the halls. It did not come into the room, though. They did not clean up after themselves after work hours and the halls were full of chipped paint etc. It really did not look up to par, and the smell was quite moldy in the hallway where they had been working.
It was quiet in the am, and I was able to get the sleep I required. This day I spent mostly at the pool, which was much more crowded than in my previous visit. It was hard to find lounge chairs (it was Wedneday in mid-June). Also (and I'm a Mom with younger children whom I left at home with grandparents) there were LOTS of kids in the pools. I'm fine with this however, these kids were not well behaved. They were noisy, pushy, splashy etc. I know it's a pool, but it is an adult oriented area where I think kids should be monitored more closely.
When I returned to my room I decided to have a bath in the lovely jetted tub. I went to turn it on and there were hairs from other people (we had not used the tub). Also when I went to lean down I noticed how dusty and dirty the tub was. I called housekeeping and they said they'd fix it, but by then, I needed to get showered and out for a meal. So there was no time now for my relaxing bath. I was quite put out by this dirty tub. I also called the front desk and let them know of my dirty tub. NO one really cared much. They did send someone up to clean it but that's it, nothing else.
The first time we came to Venetian, I loved the bath products, they were amazing. They have down graded to another type that smells just like something you'd pick up at the grocery store. The new products are a definite step down, when I mentioned this to front desk, they said they knew people weren't happy about the new products. Anway, I mention this in case you are looking forward to that wonderful Agraria Orange Soaps etc.
The second am, we were awoken to them working on the room beside us. This bothered me as we had been out late and had requested a quiet room. I didn't think complaining would do much, as our dirty tub was not a big deal to them.
I would like to mention that the sheets, and bedding were quite comfortable. Soft sheets are a must for me, these fit the bill. The room is easy to keep at a comfortable temperature and the black out shades work well.
My last issue was the coupon book they give you at check-in. They tell you what a great savings this is. I tried to use a couple of the coupons and each time, they told me it was their other location, or some other problem. The coupons didn't specify, for example to use the coupon for 20% off at Bouchon for the Bistro rather than the Bakery. No where on the coupon did it state that, but they absolutely would not budge. It was a lot of mediocre customer service.
On check-out day I called for a late check out and was told no, When I pushed her and mentioned the dirty tub problem, she gave me a 1 hour later time. We ended up using the pool facilities and then the locker room to shower before out plane. This worked fine.
Overall, I would pick some place different. The Palazo seems nicer. It is a nice place but with so many people they just don't give great customer service which I expect from a 5 star hotel.
Ask for one that is newly done.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
18 June 2012
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Thank you for choosing The Venetian as your host during your recent visit to Las Vegas. I am disappointed to learn that your visit was not a complete success. I’m sorry to hear that the service expectations weren’t met. I also apologize for the noise challenges you experienced. It is never our intention to cause our guests this unnecessary stress or inconvenience. Allow me to assure you that your most recent experience is not the standard of our resort. Again, I apologize that you were not extended our Unmatched Guest Services throughout your entire stay. I would like to thank you for articulating the details of your experience. It is through communication, such as yours, that we are better able to monitor and improve services for our guests.
We value your patronage, and hope that this atypical experience will not deter you from visiting our property again. I would certainly like an opportunity to look into these matters further. Please feel free to contact our office directly so that we may further discuss.
The Venetian|The Palazzo
This response is the subjective opinion of the management representative and not of TripAdvisor LLC