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Palazzo Hotel and Casino - Las Vegas, NV

Beautiful Property, Inconsistent Service


Palazzo Hotel and Casino - Las Vegas, NV: The Palazzo Hotel and Casino is a premier all-suites luxury resort and games and entertainment destination, nestled between Wynn and The Venetian on the ritzy Las Vegas Strip in Paradise Nevada. Owned and managed by the Las Vegas Sands Corporation, the property is lavish, flamboyant and a marriage of contemporary European ambiance with opulent living. The swanky hotel is touted to offer the largest area per square feet for a standard accommodation on the Strip and also has the distinction of bagging the AAA Five Diamond Award in 2010.

First Impression/Lobby: As soon as we entered The Palazzo Hotel and Casino, we were quickly greeted by a bellman. The reception was not very busy and we found ourselves with a front desk agent rather in mere minutes. Our first impression of the tastefully done up lobby was that it was large, beautiful and elegant, with dramatic pillars, accentuated arches and a high-walled ceiling adding to the glitz of the property.

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Reception: We got to the front desk agent quickly and had a few requests. We wanted to upgrade to a larger suite and the reception agent had to go into the back room to find out what our options were. A late checkout was another request that we made. Once again the agent made her way into the back room for assistance. Something that should have been taken care of in minutes by an efficient staff with updated knowledge ended up turning into a long drawn out process.

The Suite: We ended up with a Siena Suite.
The Siena Suite was large, comfortable and elegantly done up with touches of Italian furnishings and Egyptian upholstery. There was a separate bedroom, a luxurious living room, a powder room just off the entryway, a compact exercise room and a spacious dining area. The huge bathroom sported all the fancy trimmings that are characteristic of a five-star hotel, including a jetted tub, a separate glass-enclosed shower and a double-sink vanity. The suite featured a well-stocked refreshment center and convenient remote-controlled Roman shades and curtains. It was perfect, really.

Room Service: With an 18% service charge, plus tax added with a $4.00 delivery charge made dining in the room an extravagance.

We ordered dinner and the young lady I spoke to was very courteous, however the first wine we ordered was not in stock, so we had to pick up something else instead. The lady offered to give us a $20 off for the inconvenience. Shortly after our conversation ended, someone else called and explained that the other wine we ordered was also out of stock, so we went ahead and picked a third bottle only to find out that too was not in stock. Finally out of sheer exasperation, I asked them to tell me what they did have in stock and went ahead and selected a bottle. Yes it was quite a hassle but in the end, I was happy. Their wine list was heavy with New World varieties; we picked a Pinot from California.

The food was delivered on time and the gentleman from room service did a neat job of setting up our dinner on the dining room table. It felt like we were in a fine dining restaurant, except for the fact that we were in slippers and robes.

Our fantastic experience with room service was sufficiently ruined by breakfast the following day, which was a complete disaster. The order, to begin with, was incorrect, the breakfast arrived late and the man barely set it up for us. Coming to the taste, it was far from fine dining, we felt like we were eating at a roadside diner where the cook was having a very bad day! Twelve hours can make such a monumental difference. It is absolutely disappointing to see such inconsistencies in a luxury hotel of Palazzo’s grade.

Housekeeping: When we arrived, one of the robes was ripped, so we called for a new robe and for some ice and the lady said we had to get our own ice???? (A luxury hotel no less, can you imagine?) The hotel doesn’t automatically do turn down service, (the second housekeeping service of the day) you need to call and request. They don’t even leave water or ice during turn down either. This is not the standard for most five-star or luxury hotels.

Concierge: We used concierge service for just one simple request-a nice Italian restaurant for lunch. One would have thought we had asked for dinner with Berlusconi, since it took forever for them to come up with some suggestions, none of which even came close to matching our request. Really now, how hard is it to find a nice Italian restaurant in Las Vegas? Apparently for the concierge staff of the Palazzo, it is very hard.

Restaurant: The Palazzo Hotel and Casino have a bouquet of fine dining and casual dining options, depending on what you are looking for. While SUSHISAMBA is an upscale dining Japanese restaurant that combines flavors from Peru and Brazil, Carneveno is a classy steakhouse. Among casual dining picks, there’s First Food and Bar that features American comfort food and an extensive list of beverages. The Grand Lux serves global eclectic cuisine in a relaxed ambiance, while Dos Caminos serves regular Mexican varieties in a warm, comfortable set-up.

Pool/Spa/Activities: Palazzo sports a range of activities and amenities from the famous Canyon Ranch SpaClub- which is a world-class health and fitness center with a few adventure activities thrown in. The Shoppes at Palazzo features over 50 international boutiques for indulging in pure retail therapy. Pool Deck has swimming and lounge pools along with multiple spas. A lovely statuary and beautifully landscaped gardens surround the pools and act as a nice background to relax and soak up in the sun.

Check-Out: If check in was bad, check out was abysmal. It was a tedious process replete with long lines, very slow agents and just ended up confirming what we had experiences throughout our stay at The Palazzo Hotel and Casino in Las Vegas - average service with plenty of room for improvements.

Overall Impression The room was undoubtedly gorgeous, as were the public areas (by public areas, I am referring to the lobby, restaurants, cafes etc.). However the level of service throughout the hotel ranged from superior down to lack luster, careless and indifferent at the lower end of the spectrum. Based on this as well as the condition of the robes, the out of date wine list, quality and timeliness of breakfast, the unprofessional attitude of the housekeeping department and the drudgery of checking out we can only rate The Palazzo Hotel as between bombastic and not.

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