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“Horrible customer service”

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Tropicana Las Vegas - A DoubleTree by Hilton Hotel
Ranked #96 of 264 Hotels in Las Vegas
Kent, Ohio
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Horrible customer service”
3 of 5 bubbles Reviewed 23 June 2012

Overall- the hotel is fine (clean, etc) and the pool facility is amazing, but the hotel staff was beyond rude on several occasions. Our entire party of 8 had similar stories and experiences with poor customer service. I would especially say the staff around the pool was the rudest. The entire hotel just seemed understaffed...very (VERY) few cocktail waitresses in the casino, room not usually cleaned until 5pm or later, and (during the week) only 2 pool waitresses. Staff needs a pep talk! We all walked to MGM or Excalibur to gamble and have friendly service.

  • Stayed June 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank LBK10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Guest Relations Manager at Tropicana Las Vegas - A DoubleTree by Hilton Hotel, responded to this review, 27 June 2012
Thank you for your feedback . We pride ourselves on our customer service and it is evident we failed you on this visit. We are working to correct these challenges and I assure you that your next visit will be dramatically different. I will personally see to it.
Nicole Marshall nmarshall@troplv.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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11,318 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Wellington, New Zealand
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
1 of 5 bubbles Reviewed 23 June 2012

Terrible staff, terrible rooms.

Lost our bags for 3 hours then got yelled out by the staff for it. Really bad customer service. Rooms straight out of the 70's. TV wouldn't work, internet wouldn't work and the room keys only work for a few hours before you have to walk through the casino to get more. So far south you may as well not be on the strip!

Room Tip: Don't even bother going there.
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  • Stayed June 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ChantyNZ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Guest Relations Manager at Tropicana Las Vegas - A DoubleTree by Hilton Hotel, responded to this review, 27 June 2012
Thank you for your feedback and I apologize for any challenges with your luggage and customer service. This is being researched and addressed ASAP. I also apologize for the tv and internet challenges and am confident that once you brought this to our attention we corrected all challenges.
Nicole Marshall nmarshall@troplv.com
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Surrey
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 22 June 2012

Lovely small-medium sized hotel in Las Vegas, recently refurbed so very clean and smelt nice :-) staff lovely, casino a nice size so you cant get lost!! pool area fun and lively - would recommend highly.

  • Stayed June 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank carriehunter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Guest Relations Manager at Tropicana Las Vegas - A DoubleTree by Hilton Hotel, responded to this review, 27 June 2012
Thank you for your feedback and i am thrilled to hear you had such a great visit!
Nicole Marshall nmarshall@troplv.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chester, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 bubbles Reviewed 22 June 2012

This was on my list of places to go, the Trop is located just right, at the south of the strip, and they'e done a good job with the referb, had a problem with the room which was above a outdoor smoking area made a complaint and and got moved to a better room with a better view.the other problem is the breakfast bar is to small the trick is to get there early to avoid the waiting list.
If I went again I would sure stay at the Trop but get a room as high as possible for the views.

Room Tip: Get a room high up for the views
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  • Stayed May 2012, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Brian194593
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Guest Relations Manager at Tropicana Las Vegas - A DoubleTree by Hilton Hotel, responded to this review, 27 June 2012
Thank you for your feedback. I am glad you had a great visit and next time we will be sure to get you a reservation for breakfast to avoid the wait and request a room high up. Perhaps a City View!
Nicole Marshall nmarshall@troplv.com
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Portland, Oregon
Level Contributor
50 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
4 of 5 bubbles Reviewed 22 June 2012

I love staying here! I have stayed here at least 6 times. Now that they have updated the rooms in the tower, its just as luxurious as some of the 5 star hotels. The beds are all new, pillow top mattress, wonderful view of the city, large room, nice TVs. If you get an older "garden view" room they are not updated, but nice if you like to be close to the pool & gaming area. Nice tropical theme. Good customer service & you can not beat the location if you want to be on the "strip." We love that it is not a "kiddie" themed casino & do not see a bunch of kids running around! That is the LAST thing you want to see when vacationing in LV. (sorry to you parents who DO take your kids..I have 3 of my own children & 2 grandchildren I LOVE children! LV is just the last place in the world I would ever take them!!! The smoke & sex is oozing in all casinos)

  • Stayed February 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank crileyteach
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Guest Relations Manager at Tropicana Las Vegas - A DoubleTree by Hilton Hotel, responded to this review, 27 June 2012
Thank you for your feedback and for your continued support. Your business is appreciated. I am happy to state that all the rooms we sell are newly renovated. We look forward to your next visit....soon.
Nicole Marshall nmarshall@troplv.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Tropicana Las Vegas - A DoubleTree by Hilton Hotel

Property: Tropicana Las Vegas - A DoubleTree by Hilton Hotel
Address: 3801 Las Vegas Blvd South, Las Vegas, NV 89109-4325
Phone Number:
Region: United States > Nevada > Las Vegas > The Strip
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#39 Luxury Hotel in Las Vegas
#40 Spa Hotel in Las Vegas
#48 Casino Hotel in Las Vegas
#71 Romantic Hotel in Las Vegas
#74 Family Hotel in Las Vegas
#75 Business Hotel in Las Vegas
Price range (per night): ₹ 5,586 - ₹ 17,208
Hotel Class:4 star — Tropicana Las Vegas - A DoubleTree by Hilton Hotel 4*
Number of rooms: 1467
Official Description (provided by the hotel):
Prepare to be surprised. The Tropicana Las Vegas - a DoubleTree by Hilton redefines the expectations of today's global travelers with a casually elegant experience on the Las Vegas Strip and a convenient location just minutes from the airport, major convention centers and top entertainment stadiums. With a unique South Beach vibe after a $200 million complete transformation, the hotel features all-new rooms, suites and luxury villas that evoke the sentiment of a breezy beach house or penthouse in Miami, a fresh redesign of the 50,000-square-foot casino, several award-winning restaurants, a new race and sports book, and Glow(R), a Mandara Spa and fitness center. Top entertainment includes Laugh Factory comedy club and live music in the Tropicana Lounge. ... more   less 
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Also Known As:
Tropicana Las Vegas Hotel Las Vegas
Tropicana Resort Las Vegas
Tropicana Hotel Las Vegas

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