This is a very difficult review to write.Not only was our 13-year anniversary completely ruined by the following events, but it has also really questioned the purpose of having loyalty with these big brand hotels in Vegas.So, to start I managed to get myself to Platinum status with Total Rewards, you might not think that a big deal but for someone from the UK it’s an 11 hour flight to Las Vegas thus making it much harder to “pop” in for a weekend of fun and build loyalty.We pulled in to the main Caesars Hotel car park for our stay at The Nobu Hotel, there was a sign up that stated, Platinum, Diamond and Seven Stars complimentary valet. Great, so we pulled in. After waiting in the car for 15 minutes no one arrived or came over to assist. So, I thought ok do it myself and my partner can wait in the car (we were early to check in and going shopping after anyways), I pull all the luggage from the car and strap my back-pack on and start dodging the traffic and making my way to the main door. At no point did one member of staff ask if they could help and I made eye contact with several of them. I arrived at the outdoor valet desk and asked the lady where I would find the Nobu Hotel, she explained to head inside and make my way to Nobu Way. She then said let me help you (hoorah I had twisted my damn ankle anyways and clearly struggling so was glad finally someone noticed) she pressed a button which opened a door and told me to walk up the ramp rather than going up the stairs (wow thanks that is soooo helpful). I make my way panting, and sweating and red faced , and limping (you’d have thought I was having a good time) to be greeted by a very unfriendly woman on the front desk and I ask if there is where I check in (again I explain I am aware its early but I’d like to just drop the bags and go) she ushers me to a lift and tells me check in is the next floor up. I ask about the bags and she tells me to take them with me. So I am in the lift pulling in my bags, again unassisted and I get out and walk around the corner and ask if this check in. A different but equally as miserable woman tells me it is and to sit (points to desk next to hers) here and a colleague will be with me.By this point I am sweating in agony and harassed by my own luggage and starting to feel like there is a touch of attitude in the air, a guy appears to check me in and tells me check in is from 4pm but you are guaranteed a room by 6pm, at this point its midday and I may have to wait a further 6 hours for a room. I knew I was early but 6pm is late by any standard in any hotel!!So as this was our 13th anniversary we had booked a deluxe room (they only do luxury deluxe or a choice of 3 suites & I am not a millionaire so deluxe will be plenty), the hotel I believe is 182 or 184 beds in total so it’s not huge (again still not sure why check out can be as late as 6pm especially when the check in guy is telling me housekeeping are getting through things quickly. He also explains as I am international, they can’t call me to tell me when the room is ready but he will email me (yeah I thought the same a hotel that is based on Japanese styling in Las Vegas that can’t call international, sure).So I ask about a view and I am told I will be given a spectacular view for my stay duration (4 nights) if I can wait till 4pm for the room, no problem I am going shopping.Check in is complete, the entire time I have been sat there panting I have not been offered a single beverage even though the cost of the room is rough $250 a night with my comp points providing a discount to obtain that rate.I then say I’d like to leave my bags, sure he says take them down to the ground floor and my colleague will deal with that for you (you mean the same colleague who watched me struggle into the elevator, offered no assistance and told me to take them upstairs to be dealt with?) great I say and off I go dragging bags and limping back to the lift, I get downstairs and she calls the bellhop to take my nags, he gives a ticket and off I limp back to the car. When I get to the car my partner is still in there and NO ONE has approached to park the car despite him being in the valet lane. In the car I get and of we to the stores.I am angry at the treatment received so far, considering it’s a 5* hotel and the good reviews it had previously been given, maybe it was me maybe my expectations are too high, maybe I just need to calm down and do some shopping and cheer up.Fast forward 3.5 hours and needless to say I am not any happier my ankle is pulsing, and I am hot and bothered, we go back to the valet parking, the same sign is up welcoming Platinum, Diamond and Seven-star card holders to complimentary valet. We drive up and wait and we wait & we wait, the valets are walking past up dealing with “return/known customers” and in the end get out the car and shout someone till they come over, they then say sorry not taking platinum today as we are busy, I explain they have a sign up stating that all three groups are entitled to valet parking and I have a picture of that sign and I need to go check into my room. He takes the keys, gives me a ticket and tells me if you get charged then its on you and drives off.We walk back to Nobu way and are greeted by a different lady, she checks and tell us the room is not ready at 15:45 so we say no problem and head to the back of Caesars for food and a drink, she tells me to keep an eye on my emails for a room ready notification. 16:40 no email so I walk back to the main desk, nope the room is still not ready, but she will email me. At 17:10 I go back, and she looks again and yes its ready, sorry I forgot to email you!!! WOW JUST WOW!We wait for the bellhop to bring our bags and we head up to the 76th floor (it doesn’t have 76 floors its just numbered differently) walk in to the room and its lovely, just like the pictures, hooray!! However a “spectacular view” it is NOT but I am so damn tired at this point I don’t care. Ray our bellhop leaves the bags and heads off (I should note, he was very friendly and chatty). Sit down on the bed and notice there is no water anywhere apart from Fiji at some ridiculous cost. So I’m just vexed again, I call down and explain the whole day so far to Danielle, she apologises and stresses this is not the usual behavior of Caesars or Nobu and explains that she will pass all this over to Matt who is the duty manager and have him call me right back., that was 17:45. By 19:30 no one has called and I phone down for Danielle or Matt to be told, they’ve left for the day. Well at that point I just got mad, I demanded a manager and refused to hang up until someone spoke to me.Sheena (apologies for the spelling if that’s not correct) comes on the phone and I explain everything again. She states this not acceptable I should have not been treated like this and sends bottled water up to the room, she also then gives me a $100.00 food and dining credit as start to an apology to make it better. I stated that $100.00 credit is simply not acceptable based on the shocking service so far received and I also said that if this was the level the Nobu Group are going to give I’d like to leave, we hadn’t even unpacked.Sheena said sleep on it, and she will talk to her managers and we can discuss in morning. In the morning we pop down to front desk, Sheena is there and very friendly and states that the bottled water is available in the lounge, with coffee and tea all complimentary and self-service, she also explains the amenities in the hotel, which in the 24 hours prior NOT one member of the staff bothered to do.We go to breakfast (I review that elsewhere, very good!), come back and go to the room.We had seen the maid on the way out at 9am and asked her to do our room for us, left a tip and went for food.We came back and the bed had been made but there was something wrong…..ALL of the towels were gone, the dirty and unused, the bathing products were all gone literally every item, & all of the toilet paper gone, literally there was NOTHING in the bathroom.I call down and explain what has happened and I’m told that I am on the list and items will be sent up in due course. 45 minutes later and still nothing, I call down again and state that I can’t do anything with my day until till they get this sorted out so just after 12:45 the toiletries and towels arrive.After having my shower and getting ready, I’d just put my socks on, and I was getting something out the wardrobe and I notice my foot is wet from the carpet. I touch the floor and its soaking, like literally soaking, all around the safe and in the wardrobe and starting to soak closer through the carpet towards the bed.I phone down and asked for Sheena, who I am informed is on lunch, so I ask for another manager and explain what is happening (clearly a leak coming from the bathroom under the flooring) 40 minutes later and no one has arrived, so I call again and I am shouting that this is urgent and eventually a manager and the head of housekeeping come up to the room. Needless to say, I am literally so enraged at this point, I’ve lost almost my whole day due to the hotel’s incompetency in cleaning and maintenance and general customer service.The two of them examine the floor then they go in to the bathroom and sheepishly come back and tell me we need to move rooms as they need to have the floor lifted by maintenance, but they can have me moved in 15 minutes to the same standard of room or better. I ask how long it will take they tell me it will be 15 minutes they just need to go down stairs look at the computer and they can sort it. The both apologised for ruining our anniversary with the constant nonsense SO FAR, which they both agreed we should NEVER of had to go through at all since arriving.I go downstairs with them for a cigarette will they sort out the room, I get back up stairs some 20-25 minutes later and my partner says no one has called, I call down to be told they are going to call me straight back, then a minute later the phone rings and its Sheena, “omg omg I am so, so ,sorry about this happening, I left a note telling everyone if anything happened with you to call me straight away” (Clearly these guys do NOT know how to communicate). Anyway, she advised me to get packed and sent a bell man up to help us move rooms, she had personally checked the new room and felt we would love it.We get to the new room and I have to say it was amazing! It was the Hakone suite at the top of the hotel. There is nothing I can say other than if you have the money, book this damn room, you will not be disappointed at all.In summary, I have NEVER ever felt so badly treated by a hotel group, yes, the final room was amazing but why on earth did I have to go through hell on earth first to end up being be put there.If anyone from Cesar’s or the Nobu group reads this and wants to follow it up I am more than open to talking about it.I am returning to Las Vegas in October for 4/5 nights and I am currently booked into a different Caesar’s property, but I am very reluctant to go through with it based on January of 2019 and all we had to endure. I feel no value or loyalty towards me and my choices I make with Cesar’s group and I think if you had any sense of customer appreciation you would not have ruined my first two days and nights, but you did. The management albeit friendly were not good in handling the situation and that’s really not on.SincerelyM Ravandi
