I traveled to Las Vegas to attend a conference from May 19-23. I booked on short notice, and Treasure Island was the only conference hotel with rooms still available at the conference rate, so I booked with them. I'd never stayed at Treasure Island but was aware of some of the issues and complaints from reading reviews. I checked in on Sunday night and immediately headed up to my room to unpack. The hallway reeked of marijuana. After getting to my room and unpacking, I went into the bathroom and noticed a hole (about the size of a nickel) that went through the bathroom mirror and the sheetrock behind it. I figured the hotel was aware of it and just hadn't yet made repairs. It was a VERY obvious hole, but at the same time, not a deal-breaker that would require me to request a room change. I just assumed they were still renting the room despite the damage. I took a picture of it and sent it to my boss, who was also staying at TI. We'd been laughing earlier in the day about some of the reviews we'd read.

On Monday, after attending my conference all day, I returned to my room only to find that my key wasn’t working. So I went to the lobby to see what was going on. The woman at the front desk (Nike?) told me that they had filed an incident report against me and that I needed to sign an incident form and pay $350 to repair the broken mirror. I responded and said, “The mirror was broken when I checked in.” That’s all I said to her. She then told me to wait a moment and walked away to a back office out of sight. I stood there another 10-15 minutes waiting for her to come back. The next thing I know, I’m being approached by two security guards, who begin questioning me about the broken mirror right there in the front lobby. It was a clear attempt to intimidate me and try to get me to sign the form. At no point did I ever raise my voice at her. It caught me off guard that she chose to involve security for such a minor issue.

Thank God I had taken pictures of the broken mirror when I first arrived. While being questioned in front of the entire line that had queued up behind me, I told the officer that I had taken pictures of the broken mirror when I arrived the night before. I asked the lady up front for the exact time I checked in the night before, and we determined there were only 12 minutes from the time I checked in until the time I took the picture. The officer requested I email him the images with the timestamps visible so he could send them upstairs. Mind you, they have access to the key card timestamps as well as video surveillance to see exactly when I entered the room. We determined the walk to my room takes approximately 8-11 minutes from the front desk. At this point, they saw their case was falling apart, and shortly after I was given the all clear but I would have to change rooms (which was fine). I was then escorted from the front lobby to my old room, like a prisoner to his jail cell, by the two security guards.

We got to my floor and I was marched to my old room. They waited in the doorway while I packed up my things. They then escorted me to my new room. I had them inspect the room before they left because I was not going to go through this mess again. They confirmed everything looked in order and left.

Throughout the entire ordeal, I never received any kind of apology from the woman at the front desk. In front of a large crowd, she falsely accused me of breaking that mirror and then felt it was appropriate to involve security without ever allowing me to speak. We could have easily resolved it in 5 minutes had she just stayed up front and talked to me, but she chose to escalate it.

Treasure Island has made no effort to reach out and resolve the situation or acknowledge their mistake. They’ve simply swept it under the rug.

I’ve never had to deal with anything like this before when travelling. It was incredibly stressful, humiliating, and 100% unnecessary.

Obviously, I will never step foot in that freakin' hotel again, and I would advise anyone who’s considering staying there to avoid it like the plague.