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“Terrible customer service will keep me from returning...”

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Palms Casino Resort
Ranked #62 of 263 Hotels in Las Vegas
Certificate of Excellence
Denver, Colorado
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
“Terrible customer service will keep me from returning...”
Reviewed 24 February 2012

The resort and ammenities were great. Staff was far below par. The check-in clerk griped about my Groupon and told us she was sick of seeing them. She checked us into a double beed room when my reservation clearly said King. She said, "Sorry, first come first served." We asked questions about the resort which were answered with I don't know or one word responses. We had breakfast at 24/7 and I received fried eggs with fried plastic. At the buffet the manager settled a personnel dispute feet from our table which ruined dinner. TERRIBLE doesn't begin to describe our experience which is sad because the hotel is great the staff ruined the experience.

  • Stayed February 2012, travelled as a couple
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Helpful?
4 Thank ajhill120
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Eden M, Guest Relations Manager at Palms Casino Resort, responded to this review, 25 February 2012
Dear Denver Guest,

Thank you for sharing your recent experience at the Palms Casino Resort. We are truly saddened to learn that you felt your stay was anything less than desirable and for that, we sincerely apologize. While we are pleased that you have taken a liking to our property as a whole, we are disappointed that our high service standards were not reflected in your experience. We want to assure you that your concerns have not fallen upon deaf ears as guest commentary is crucial to our success as an operation. Thank you again for your invaluable feedback, and hopefully we will have another opportunity to serve you in the future.

Best Regards,
Mark Carlson
Vice President of Hotel Operations
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2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 23 February 2012

First, let me clarify that I stayed at the Palms Place Hotel and Spa NOT the Casino Hotel. Many reviewers clearly are confused about the fact that these are two separate entities. The Hotel and Spa are connected to the casino by the "SkyTube" which are just two moving walkways down a long corridor on the second floor.

It is about a mile off the strip, so you will need a rental car or be prepared to take taxis because the free shuttle to the strip only comes twice a day. There is a bus that stops out front (the Deuce) that you can pay $7 a day for unlimited rides on as well, and that takes you up and down the strip as well as up to Fremont street. Valet is complimentary if you do get a rental car.

The rooms are all GORGEOUS. Marble floors, stainless steel appliances, modern and updated decor. Every room has either a view of the desert or the strip. I would reccomend a strip view, opening your curtains to see the sun rise over the strip is amazing.

The value for the money is great. You can stay in a studio suite with a king sized bed for the price that you would pay for a crap room at a dingy hotel on the strip. If you can spring a little extra money for a one bedroom, I would do it. Fire place, double sinks, full kitchen, awesomeness.

The only 2 negative things I could say about this place are that since smoking is allowed in public areas in Vegas, there is a lot of smoke in the lobby and common areas. But you're going to run into that in every single hotel and casino in Vegas. The other negative was that you have to wait a while for the elevators at times and the "SkyTube" to the casino was a bit of a hike. So if you don't like walking you're gonna have sore feet. But again, that's all of Vegas. Every shopping area and casino is huge, so you're going to be doing a lot of walking in this town.

Overall, we loved it and we will definitely stay here again when we come back to Vegas.

Room Tip: Ask for strip view and choose one bedroom over studio if you can. you'll be blown away.
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  • Stayed February 2012, travelled with friends
    • Value
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Helpful?
1 Thank etroffo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Eden M, Guest Relations Manager at Palms Casino Resort, responded to this review, 25 February 2012
Dear Hotelier,

We are so thrilled to have received such a glowing review about your experience! It is always a pleasure to read positive feedback from guests who have had an excellent time with us. Your kind and humbling words have a tremendous impact on team morale, and we sincerely appreciate your time in sharing. We are glad that you enjoyed your one bedroom suite, and we agree that the modern décor sets the tone for the entire hotel. Thank you again, and we look forward to visiting with you again soon!

Kind Regards,
Mark Carlson
Vice President of Hotel Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Northern California
Level Contributor
149 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 107 helpful votes
Reviewed 22 February 2012

I spent 3 nights in a 2 bedroom salon suite. I'm trying to write a fair review, because the Palms caters to a young crowd, which I'm not, so maybe my feelings are different.

Our suite was 1200 square feet, which was actually two hotel rooms with a communication door. One room had 2 queen beds, the other was a 1-bedroom suite with a living room and a separate room with a king bed.

The room was very large but when looked at with a critical eye, the furnishings were really about Sheraton hotel level. Not ugly, but not really luxurious. We've been remodelling, so maybe I look at construction with too keen an eye now, but the walls and closets were similar to what you would find in a standard apartment, not a high-end home. However, the beds were very good, and the bathroom was huge and marbled, and included a nice large jetted tub and was surrounded by frosted glass - so that was very nice.

The biggest problem with the rooms were the lingering smoke smell, and that cigarette-smoke air was clearly coming in from the vents when the A/C or fan were on. I don't know how their system works but I suspect that since the ductwork is shared, some smoke is drawn in from other rooms when you are venting and they are not. This was very annoying to us.

Also, on one night, there was very loud party music coming from upstairs. It was clearly coming into the room through the metal beams along the windows. I spoke to housekeeping (who had come in at my request to deodorize from the smoke) and the housekeeper apologetically explained that two large parties were scheduled to continue until 3am several floors above me. Fortunately the other two nights were quiet.

The hotel charges you a $15 per night "resort" fee for each room, for which they give you a $15 drink coupon for each night for the casino bars, but you have to use the coupon up on that night and in one order - no change is given. We ended up using just one of our 6 coupons.

The hotel was full of club-attired younger people which is one of their two principal marketting demographics, the other ironically is 50+ year-old for their slot area. The casino is not nearly as high end as the strip casinos and the food options are somewhat limited. The attached Palms Place offers condo-type lodging but not much else.

In short, this hotel is not for me, but it might be for you if you are younger. They have alot of suites, and I would say that the space creates a sense of luxury that is not actually matched by the furnishing, but is nonetheless welcome.

  • Stayed February 2012, travelled with family
    • Value
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    • Cleanliness
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Helpful?
1 Thank AndyTheGameInventor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Eden M, Guest Relations Manager at Palms Casino Resort, responded to this review, 25 February 2012
Dear Northern California Guest,

We appreciate your thorough review of your recent visit to the Palms Casino Resort. We agree that our product tends to draw a certain type of crowd, but we firmly believe that we can comfortably accommodate every kind of guest from families to business professionals. Also, we apologize if all of our offerings were not communicated to you as we do have numerous dining outlets including Little Buddha, 24-7 Café, the Bistro Buffet, Nove Italiano, N9NE Steakhouse, Alize, Simon Restaurant, and a fully functional food court near our movie theater. Nonetheless, thank you for taking the time to share your feedback with us; it is greatly appreciated. Hopefully we will have another opportunity to serve you in the future.

Best Regards,
Mark Carlson
Vice President of Hotel Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Coos Bay, Oregon
Level Contributor
25 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 22 February 2012

Extremely disappointed. This hotel is not on the strip and they have only two shuttles per day at 10am and 5pm, so had to take cabs to get anywhere. Didn't feel welcomed by the decor or customer service at reception. The casino was small and shabby - I've been to better ones in Oregon. The hotel room was no better than a Super 8. No coffee maker, double beds instead of queens, small, no fridge except for exorbitant mini bar. If I'm paying as much as this for a hotel in Vegas, I'd expect much, MUCH better. The Maloof family clearly only care about the rich who stay in the large suites but even then I'd be disgusted with the casino and so called resort.

Room Tip: Only go if you can afford a suite and even then, I'd rather stay on the strip
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  • Stayed February 2012, travelled with family
    • Value
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Helpful?
4 Thank alisonpdx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Eden M, Guest Relations Manager at Palms Casino Resort, responded to this review, 25 February 2012
Dear Coos Bay Guest,

Thank you for staying at the Palms Casino Resort. It is truly regrettable that you feel your stay was anything less than desirable. However, we are proud to announce a massive renovation of our entire property to commence later this year, so we have heard and heeded to our guests’ concerns with the condition of our property. For the time being, we hold our team members to the highest levels of sanitation and we perform routine inspections on a daily basis. All guest commentary is welcome, and we are truly grateful to you for providing feedback. Hopefully we will have an opportunity to serve you again in the future.

Best Regards,
Mark Carlson
Vice President of Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Huntington Beach
Level Contributor
172 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
Reviewed 22 February 2012

We just returned (2/21/2012) from a two trip to Las Vegas for a convention. We normally shop for what we think will be the best bang for the buck when away on business, and someone recommended The Palms.

We managed to get an $79 rate from Expedia for an "ordinary" King size bedded room.

When we arrived, the lady upgraded us (without asking) to a corner suite, which I can only say was spectacular. Two huge rooms, two TV's, two large bathrooms, and on the 26th floor with views of the Strip, the mountains and back to LA!

Every member of staff that we encountered was very friendly and helpful.

Tip: ensure you get a Players Club card even if you don't gamble. Breakfast was only $4.95 each in the buffet (excellent selection) with this card, and their are other discounts around the property just for showing it.

Room Tip: Book early, you get a better chance of an upgrade, especially on Sundays through Thursday.
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  • Stayed February 2012, travelled on business
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank JulianSolo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Eden M, Guest Relations Manager at Palms Casino Resort, responded to this review, 25 February 2012
Dear Huntington Beach Guest,

Thank you for making the Palms Casino Resort your accommodation of choice during your recent visit to Las Vegas, and we are so pleased that you recount an enjoyable experience with us. We strive to meet and exceed customer expectations on every front, and we pride ourselves on the friendly and attentive nature of our team members. We are glad that you were met with the winning attitude and service that has come to be expected of our property. Thank you again for your favorable recommendation of our hotel, and we look forward to welcoming you again soon!

Warm Regards,
Mark Carlson
Vice President of Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Palms Casino Resort

Property: Palms Casino Resort
Address: 4321 West Flamingo Road, Las Vegas, NV 89103-3903 (Formerly The Palms Casino Hotel)
Region: United States > Nevada > Las Vegas
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#26 Casino Hotel in Las Vegas
#27 Luxury Hotel in Las Vegas
#28 Spa Hotel in Las Vegas
#51 Business Hotel in Las Vegas
#52 Romantic Hotel in Las Vegas
#57 Family Hotel in Las Vegas
Price range (per night): $126 - $359
Hotel Class:4 star — Palms Casino Resort 4*
Number of rooms: 702
Official Description (provided by the hotel):
Palms Casino Resort, heralded as one of Las Vegas' most sought-after destinations, is an all-encompassing, one-stop experience. Opened in 2001, the boutique property boasts three distinct towers and a diverse mix of bars and restaurants across a 95,000-square-foot casino. Palms is in the midst of a property-wide renovation, having renovated its Ivory Tower guestrooms, the redesigned Race and Sports Book, the iconic N9NE Steakhouse and suave Ghostbar, named “Best Lounge” by Nightclub & Bar Magazine in 2014. Other amenities include the popular Fantasy Suites, such as the Hardwood Suite, the only hotel room in the world with its own basketball court, and the Pearl Concert Theater, Las Vegas’ leading concert venue; Nove Italiano; the Michelin-starred Alize; Lao Sze Chuan, an authentic Chinese cuisine restaurant by renowned Chicago chef Tony Hu; Cafe 6, a contemporary take on American comfort food classics; the world’s largest Hooters; Drift Spa & Hammam; Brenden Theatres, a 14-theatre Cineplex; three swimming pool environments, and more than 60,000 square-feet of meeting space. Palms Casino Resort is located just west of the center of the Las Vegas Strip off I-15 on Flamingo Road and offers free shuttle service to The Strip. ... more   less 
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Also Known As:
The Palms Hotel Las Vegas
The Palms Las Vegas
Palms Las Vegas
Playboy Hotel Las Vegas
Palms Hotel Las Vegas
Palms Casino Resort Las Vegas

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