I live in southern California its about a 3 1/2 hour drive from my house to Las Vegas Nevada. One of the biggest and supposed best hotel/casino's in vegas is The Venetian / Palazzo.
Here is my story.
I called one night in mid December to book a suite I was told I could cancel by a certain date if I needed to and avoid being a charged a fee. I called on the last day to cancel and requested to cancel. I was told by the agent that I was 1 day too late and would forfeit a $140 cancellation fee. I explained that I was told a different date to cancel and asked to please waive the fee. After being placed on hold for a while she came back to the phone and said she talked to her manager and had been given permission to waive the fee.
END OF CALL
10 mins later... I get an e-mail from the Venetian notifying me that my reservation had been canceled and that I was going to be charged the $140 fee.
I called back and talked to a different rep who said there were no notes in the system saying that the fee was to be waived I explained what happened she placed me on hold came back said she talked to the manager and that she agreed to waive it but that the e-mail is automated and that they all say the fee would be charged. She said she she would note the system.
END OF CALL
I was happy (LOL)
Sunday January 24 I take a look at my credit card statement and what do I find??? A charge from the Venetian Palazzo for $140.00.
I immediately call and talk to a woman named Susanna who said there are no notes in the system indicating that the fee was to be waived. I asked her to please reverse it she refused so I asked for her supervisor. She placed me on hold for about 4 mins came back and said her supervisor is going to listen to the call and call me back. I asked when she would call me back she said it depends on how long the call is I advised her that I wasnt long at all and that I would hold the line. She placed me on hold and came back about 18 mins later and said her supervisor listened to the call and that I was told that the fee would not be waived and that I hung up. I explained to her that I didnt hang up my phone lost reception. (SPRINT) Then I asked her to please have her supervisor listen to the other 2 calls (these were the last 2 calls... The ones were I was told the fee would not be charged) but for some reason those calls cant be found. I asked to please talk directly to the supervisor.
Anna (Susanna's supervisor) came to the line and claimed she could only find 1 call and that if I knew the names of the other two people I talked to she "MAY" be able to find them. I explained that when dealing with a 4 or 5 diamond resort like the Venetian people let there guard down and expect for something to be done when they are told its going to be done and that I didnt keep records of who I'd spoken with. She pretty much told me too bad... I asked how she was able to pull up the call she pulled up without a name she changed the subject. I then asked to talk to her supervisor. She said he wasnt there but offered to transfer me to his voice mail.
I left a msg on the machine of Jeremy Lefski the Vice President Resort services on sunday. He didnt call me back at all on monday so I called and left him another msg on tuesday morning. He called me back later and left me a voice mail. (I was at work so I couldnt answer) I called him on my break and explained what happend he pretty much just blew me off and gave me the same crap that Anna gave me.
Bottom line - I got ripped off! They got $140 of my money and I got nothing for it but a bunch of bad attitude. The crazy thing about it is that the higher up you go the less professional they are... The shift supervisor Anna was rude as can be she interrupted me countless times and had a bad tone overall then her boss this Jeremy Lefski clown is even worse hes rude to the 10th degree!
Please consider staying at a different hotel / resort. And thanks for listening!
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