Hi Kaehla ,I don’t know where to start. This has been the worst Vegas experience ever. They totally ruined our anniversary trip. This hotel is a joke !I would recommend that American Express does not recommend this hotel. This is the first time American Express’s recommendation was horrible. I wouldn’t tarnish your companies great reputation on this place. I should have read all the negative reviews on trip advisor and other sites they have before we confirmed the trip. The rooms are crap. We are paying for a luxury suite paying over $5000 for three nights for outdated old disgusting rooms. Dark ,low ceilings views of a wall and the whole place smelt like marijuana. Even the TV’s didn’t work properly. They came up 3 times to fix them. The customer service is non existent. I think they only have one person working the whole place. We had to walk down to speak to the front desk because no one would answer the phone. I had ordered champagne, fruit platter, chocolate covered strawberries and macaroons 4 days before our arrival from there menu, like I had asked you to be ready in our room upon check in . You gave me the number for the concierge if you recall. I called and prepaid for everything too. Nothing was up here when we arrived. I had to call downstairs and remind them and it came up around 9:30pm three and half hours after we checked in. Totally ruined the surprise. The kids tried to order dinner with the room service and they would not answer. The only way they were able to order was through the TV Menu which was very slow and difficult to navigate. The room service doesn’t pick up the phone, ever. We ordered breakfast for all 8 of us they quoted 45 minutes. It took them over 2 1/2 hours for them to bring up the cold disgusting food. We kept calling and no one would answer. I finally had to text them and still a human was not available to take our call. They texted back, “sorry for the inconvenience we have canceled the order is there anything else we can help you with”. My response was “WOW!”To top it all off my wife used the steam in the master bedroom shower which caused the fire alarms to go off which reset after a couple of minutes then 15 to 20 minutes later after the alarm reset, rather then a courtesy call or check in or something, the hotel engineer and a security guard rushed in our suite ringing the door bell erratically and stormed in without concent or permission as I was sleeping on the bed. I woke up from the noise and told them it was the steam from the “steam shower” that they added to this outdated unit. ( why would they add amenities to a unit that can’t support it ) I physically had to stop the guy from going into the shower where my wife was naked and bathing. Are you kidding me ?? They apologized and left. Is that even legal? The management supposedly had no idea when I walked downstairs to ask them why they did that. I found the security guard named Max who came in our unit without concent. I asked him to file a incident report and go tell the manager what had occurred. I’m not a complainer but all of this is just not acceptable. I had to bring it to your attention what a horrible experience and place this is. Thank you for listening to me vent. I wish there was a way to charge them back for the whole stay. Definitely not worth it. We will never stay at the NOBU Hotel again.