Here is a copy of the letter we are sending to the hotel...
My husband and I checked in to your hotel on July 2 at approximately 1:00 am for our honeymoon. We had requested a nonsmoking room with a king-sized bed, it took quite a while for the girl to get us a room because it was in the computer as a smoking room with two queen beds.
When we finally got to our room which was on the twenty third floor we discovered that the television set was not working. I called down to the front desk and was told that someone would be up to fix it. At the same time I was transferred to housekeeping so that I could request an extra pillow and a pillow case (as the extra pillow in the dresser had no case on it). The lady I spoke to in housekeeping was very nice on the phone and stated that she was really sorry that the extra pillow in the room did not have a pillow case because that should never have happened. She also stated that the pillow and case would be sent right up. After about thirty minutes we received a call from the maintenance man who stated it would be a while because he was working on an air conditioner. My husband decided to see if we could fix the problem. We were able to fix the problem after disconnecting all the coaxial cables and reconnecting them.
After two hours we gave up on the pillow and case being delivered, and we went to bed. I will pause her to tell you that the extra pillows were for me to position myself in bed. I need the pillows due to a severe injury I sustained a few years ago to my sacral-illiac joint. If I am not positioned correctly I suffer extreme pain in my leg and groin area.
The next morning when I awoke I was in pain but willing to just go on with our honeymoon, however when I discovered that the television was not working again I became upset and went down to the front desk to complain. They were remarkably nice and upgraded us to a suite. When we moved to the new room we just dropped our belongings off in the room and went out to enjoy our honeymoon.
When we returned to the room later that night several of the light bulbs were out in the lamps in the room. Again I called the front desk and a maintenance man came to the room looked at the lamps and had to then leave to get light bulbs (I guess he didn't believe us that the bulbs were out or he would have brought them with him). After all of this we began to notice that the room had a distinctive cigarette smell to it (we had request a nonsmoking room). Again I was just going to take allergy medicine and go on with the honeymoon. We then set the alarm that was on the nightstand and went to bed.
The next morning when we woke up we discovered that the alarm clock did not alarm and we were late for our plans. I discovered that even if you set the alarm and turn it on that after a minute or two the little light on the alarm that lets you know that it was on suddenly goes out and the alarm is no longer set.
At this point I am extremely upset because this was my honeymoon and in all the traveling I have done I had never had this many problems in just two days at a hotel. We left the hotel and tried to make the best of the day even though the plans we had for the morning we ruined. When we finally returned to the Stratosphere we went to see the American Superstars show. We had a great time and thought the show was marvelous. After the show we proceeded to Fellini's for dinner.
The service in the restaurant was problematic. First the food was mundane and at the price we paid I would have expected better. When we received the food I was not satisfied with the food but when I attempted to have my husband taste the food the waiter became the problem. I was talking to my husband and I was sliding my plate towards him so that he could taste it with out making a mess. The waiter comes running over and asks what's going on. I stated that nothing was going on and that I just wanted my husband to taste the food. The waiter then proceeds to go on and on about the fact that there must be a problem and he can fix it. I told him that I just wanted to talk to my husband. I turned to my husband and asked him to pick up his plate so that I could set mine down so he could taste mine. The waiter would not leave the table and everytime I asked my husband a question the waiter would jump in with What's going on? I can fix the problem. Finally I had to raise, my voice and tell him Please leave us alone. I am trying to talk to my husband. Finally he left. I want to say that I never, no matter how bad I think the food is an establishment or how fancy the establishment, send food back to the kitchen. The reasons for this are obvious to anyone who has ever worked the back-end of a restaurant. And I know every place says that bad stuff never happens to food at their place but I believe its not the establishment but the workers and sometimes employees do things against the code of conduct of their employers.
Through out our stay we kept seeing the advertisements placed in the room information and on the television about late check out. The ads that say "Sleep in and that for 30 dollars you can stay in the room till six clock PM. When I went down to see about it I was told no.
My husband and I feel that even though we had some good experiences that the majority of our honeymoon was heart breaking. We are planning on saving money and attempting our honeymoon again. We feel very cheated. We were cheated out of our honeymoon, good positive memories and the money we paid to your hotel and the Fellini's (Even if you don't own the restaurant they are still part of the Stratosphere experience). We feel that it was not our fault that the problems kept occurring.
0 comments