The Venetian Resort & Casino
The Venetian Misleading room upgrade charges

I had a reservation for 3 nights at The Venetian. First 2 night's rate was $155,3rd night's rate was $245 (excluding tax and resort fee). Check in was very slow becasue employee said she had only been on the job for about 1 month. Receptionist asked if I would be interested in a room upgrade. She ran through several options, and I turned them down. She then told me about a 1400 square foot room. I asked the rate, she said it was $200. I distinctly asked for her to confirm, and she said $200. She then even told me that because that rate would be the same each night of the stay, my overall rate for the stay would only be about $50 more total for the upgraded room because there was no rate change of almost $100 for my final night as there was with my reservation rate. I accepted. Upon seeing the size of the room, I called the front desk to confirm the room was $200, because it was very large. They said they were busy checking guests in, and couldn't check right then. I insisted, and she came back and said "yes sir, $200 per night".
Upon check out, I saw my bill, and in actuality they had billed an additional $200 per night on top of my reservation rate, so I ended up being charged $350 per night for 2 nights, and $448 for the 3rd night. I immediately called the billing department from my room, and was informed that I had agreed to the $200 per night additional charge. Representative then told me I had signed a rate sheet acknowledging the rate. I didn't recall signing any such document, and asked her for a copy. She said it would be mailed. I then asked for a manager, but was told that because it was Memorial Day weekend, they were extremely busy and no manager was available.
One month later, still hadn't received a copy of the alleged signed rate sheet. I called the billing department back, and was told he would email to me. Not sure why they didn't just do that to begin with? I explained the situation and he told me he could connect me to a manager but it wouldn't "do any good". He then advised that I dispute the charge with my credit card company, which I am currently doing. I never signed the rate sheet they sent me, and it has my electronic signature on it poorly superimposed on top of the text of the document that doesn't fit. All I ever signed was an electronic pad granting permission to charge the card for the stay and incidentals, but it never listed all of the rates, or this document they allege that I signed. No help from management or billing department. Beware of upgrade charges at the venetian!

Company: The Venetian Resort & Casino
Country: USA
State: Nevada
City: Las Vegas
Address: 3355 Las Vegas Blvd
Site: venetian.com

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