The Venetian Las Vegas — Attraction in Paradise

The Venetian Resort is a grand and visually stunning property with well-designed rooms and excellent security staff. However, my overall experience was deeply frustrating due to multiple service lapses, poor communication, and inadequate support — especially when traveling with senior citizens.||🔹 Incorrect Room Assignment Despite Senior Guests||We were initially checked into a room that was far from the café and main dining areas, despite clearly booking with senior citizens who have mobility issues.|The front desk upgraded us — without informing us that it would mean being placed much farther away.|I had to call Guest Services, and although I was initially told room changes were not possible due to full occupancy, the representative worked hard to help.|She ultimately arranged a room closer to the amenities, as per our original needs, and canceled the resort fee as a kind gesture. I truly appreciated her empathy and follow-through, even though this correction shouldn’t have been needed in the first place.||🔹 Incorrect Charges Upon Check-In||When we entered the room, we found refreshment charges already billed to us, even though we had just arrived. While the charge was removed, this mistake created unnecessary tension at the very beginning of our stay.||🔹 Grand Lux Café – Ignored Dietary Restrictions & Rude Staff||The in-house Grand Lux Café ignored my clear dietary restriction (lactose intolerance) and served food that made me sick for an entire day.|They also charged me twice for the same breakfast, which took 2.5 days to resolve.|On July 22, I spoke to Tony, who was not only dismissive and unhelpful but also rude. Despite seeing proof of the billing error, he said: “I’m giving you the benefit of the doubt and refunding the money.”|His tone was condescending, and I hope the hotel reviews call recordings to understand how poorly the situation was handled.||🔹 Overnight Construction – No Functional Bathrooms from 11 PM to 4 AM||Due to construction inside the hotel, the toilet and shower in our room were non-functional between 11 PM and 4 AM.|For a luxury property, this level of inconvenience and lack of proactive care is unacceptable, especially for guests traveling with elderly parents.||🔹 Checkout Experience||Though the checkout process itself was smooth, the stress caused by these recurring problems lingered. Our time at the hotel felt more exhausting than relaxing.||⸻||Food & Shopping Highlights||Despite the issues above, some experiences were enjoyable:| • Curry Pot (in-house food court): A great choice for Indian meals.| • The dal makhani platter had a fresh, home-cooked feel.| • The masala dosa was delicious, though a bit spicy — perfect for spice lovers.| • The masala chai was exceptional — rich and comforting.| • Aloo and paneer parathas were tasty — though made from frozen ones, they were satisfying for a quick meal. Freshly made would have been better, but understandable in a food court setting.| • Ice Cream Shop in the Grand Canal Shoppes was a sweet treat — tasty and refreshing during a walk through the gorgeous indoor canal.| • I also did some light shopping at Skechers — found adorable caps for both my parents, and the variety was impressive.||✅ What Was Good:||Security Staff: 5/5 — extremely courteous and helpful| • Room Ambiance & Decor: Beautifully maintained| • Guest Services (room correction & resort fee waiver): Much appreciated| • Curry Pot & Ice Cream Shop: Great food options inside the resort| • Shopping at Grand Canal Shoppes: Enjoyable selection, especially at Skechers.||❌ What Went Wrong:| • Wrong room placement despite mobility concerns| • Incorrect refreshment billing| • Dietary restrictions ignored| • Double billing and rude handling by café staff| • Overnight plumbing issues | • Lack of upfront communication and guest-centered service||Bottom Line:|While The Venetian has the look and feel of a luxury resort, the lack of attention to guest needs, poor coordination, and unacceptable in-house cafe staff behavior made this trip far more stressful than it should have been.|Luxury is not just in marble floors and ornate ceilings — it’s in how a hotel treats its guests, especially when things go wrong. In that area, The...

Strongly avoid.

I wasn't initially going to write a review, despite a pretty poor overall experience, however given how much of a mess the hotel and IHG group have made following my stay I now feel compelled to do so.

The short(ish) version:

1. There are a lot of issues with the hotel itself. It's just very disappointing compared to what you'd expect from a hotel of its calibre. It's not only designed very poorly but the execution is a mess.
2. The hotel's IT systems are worse. I got not only my own reservation email from the Venetian but also three other reservation emails. Including one for another guest. I also got emailed that other guest's complete bill (though fortunately not charged). Despite not having any relation to that guest.
3. The hotel is trying to squeeze the maximum amount of money out of you in any way they can. I get they're looking to make a profit, it'd be nice if they could at least be a little bit subtle about it.
4. Following my booking I didn't get any IHG reward points despite having my IHG number on the reservation. Trying to fix that was not worth the effort.

The good: The rooms are large and well soundproofed, the bed was comfortable, there were plenty of hangers in the wardrobe.

The (very long) list of the just generally bad about the hotel: The hotel is very poorly designed. Specifically:

1. There are no light switches by the bed.
2. There is a light in the rooms by a set of stairs down to a lounge area that you cannot turn off.
3. While there are a couple of plugs by the bed, they're hidden behind the bedside table and you have to unplug either the bedside lamp or the alarm clock if you want to charge your phone.
4. The shower is fixed in position. I'm 6ft7 and it came up to the middle of my face. Water pressure is good, but having to crouch to shower rather ruined the effect.
5. The hotel is huge, I arrived, with a lot of luggage, was directed to my room, with no offer of anyone to help with the luggage at all. I had to go up two different sets of elevators and hunt around for where my room was. I was already tired. By the time I got to my room I was very unhappy.
6. Sign posting is terrible. You won't find things.
7. I don't know if Security were deliberately playing a game to misdirect guests, or if they didn't know where things were, or if the place is such a maze that it's not clear. However the directions given were never clear. When I started to suspect a game was being played I asked three different security people all standing within 100 metres of each other for directions. Each one gave me wildly different directions. One told me to go up to the 10th floor, across and air bridge and down to get to my room. Another told me to go to the third floor, and walk to a set of elevators. The third told me to go up a floor along with a set of directions. None of those directions were the route I knew back to my room.
8. The hotel works very hard to nickel and dime you. The minibar is very expensive. $8 for half a litre of water. If you want to store your own stuff in the fridge that's $150. You can have food delivered to the hotel but you have to pick it up, from the Uber pickup point on the third floor which is on the far side of the parking garage. Good luck getting there. It's terribly sign posted.
9. The uber drop off is an insane distance from anything, with no hotel staff to help. Good luck finding it. I ended up going in circles twice round the car park and I could very easily see someone going the wrong way and getting run over here.
10. Staff promise things and don't then deliver. For example one day on my stay I was leaving my room and ran into house keeping. They asked if I needed anything. I said I'd run out of shampoo in the shower and please could they replace it. They said absolutely. Then didn't replace it. I reported that my AC was broken. They sent someone up to fix it. It wasn't fixed. It was too much hassle to get it fixed so I just lived with being a bit hot. I'm out of characters or I would have a lot (really) more...

Extremely Disappointed with Our Stay – Poor Service, Unempathetic Staff, and Misleading Promises

Our recent stay at the Venetian Hotel and Resort (March 29th–31st) as a group of 4 couples, each paying nearly $400 per night for 4 rooms, was one of the most disappointing hotel experiences we’ve ever had — especially given the high standards one expects from such a reputed hotel on the Las Vegas Strip.

To begin with, none of the rooms were equipped with a coffee machine or even a basic way to access hot water. This became a serious issue for us, especially since my wife has a medical condition that requires her to take medication with warm water every morning. When we reached out to the concierge, the representative was not only completely unempathetic, but also told us that the only option for hot water was to order it via room service at a ludicrous $49.99 per pot. After several attempts to explain the urgency, we were repeatedly met with “hotel policy” as the excuse. Absolutely no effort was made to help or accommodate — shocking, considering the price point and reputation of this resort.

Additionally, we were given conflicting information by different front desk representatives regarding water bottles. At check-in, we were told that each guest could pick up two water bottles as needed. But on both nights, when we tried to do just that, we were questioned, denied, and had to go through the hassle of recounting what was told to us, only for the reps to “verify” and reluctantly hand them over. Is this really the level of service expected at one of the most expensive hotels on the Strip? It felt cheap and honestly insulting — especially for returning guests like us.

It gets worse — upon check-in, we were also promised a $75 dinner credit for each of the three nights (29th, 30th, and 31st). At checkout, we were told that the March 31st credit would not be honored. We explained what had been told to us at check-in, but were met with resistance and disbelief.

We then asked to speak to the manager on duty — and unfortunately, that turned out to be the most appalling part of our stay. The manager, Manuel, came out not to help but to argue, deflect, and blame us for the miscommunication. His rude, dismissive, and condescending behavior was inexcusable. He made it sound as if we were trying to scam the hotel over water bottles and dinner credit — again, completely absurd when you consider the amount of money we spent on this stay. His parting words made it very clear: he didn’t care about our feedback and had no interest in providing any sort of resolution. Even more disturbing was how our group of 4 couples felt discriminated against and intimidated by the manager’s aggressive attitude and body language. Instead of listening or offering a resolution, his tone and behavior made us feel unwelcome and unfairly targeted. We are deeply unsettled by how we were treated — it was not only unprofessional but crossed the line into hostility. No guest, regardless of background, should ever be made to feel this way at a property that claims to uphold luxury and hospitality.

Ironically, just a short while after leaving the desk, we received notification that the $75 credit for March 31st had been applied to our rooms — proving not only that our claims were valid, but also that the staff and even the manager were completely out of sync and unaware of their own hotel’s commitments. The lack of professionalism and courtesy we encountered — especially from someone in a managerial role — was beyond disappointing.

This entire experience has left a terrible taste and has made it abundantly clear that the Venetian no longer prioritizes service, empathy, or consistency. We will certainly not be returning, and we will be sharing our experience widely among our networks. For a hotel that brands itself as luxury, this was nothing short...