The Berkley, Las Vegas — Hotel in Enterprise

Complete joke of a business. This hotel’s front desk staff are sorely incapable of communicating clearly & professionally during stressful situations. We sustained an laceration injury from a sharp metal object in their pool and everything was poorly dealt with from there. When trying to approach front desk for first aid we were told conflicting information regarding availability of first aid equipment, and when feeding this back we were given a snarky response from the manager that “well you didn’t speak to ME”. Sorry - are we as first time guests supposed to know who YOU are? With no name nor position badge, do you expect guests to know which exact staff is the manager or who specifically to approach for first aid? Why did the front desk staff not direct us to the right person when we approached them first time then? From the staff’s distant body language we also did not sense they genuinely wanted to help us as we sat on the poolside trying to stop the bleeding - they just stood at arms length staring at us. When a first aid box was finally brought out we asked if there was antiseptic spray and again the response and tone was “Here - look through it yourself”. This further compounded the interaction stress. Furthermore, when finally offering us “support”, the front desk supervisor did not advise she was near to finishing, so when we were ready to speak after tending to the injury we were rudely told by front desk she had already left- meaning we were not able to seek support and file an incident report. This caused further extreme distress on our part as it was night time and we had no other support to approach and had to uber to an urgent care until 2am (had to receive wound dressing + tetanus shot for the laceration). When we passed feedback about this the next day the supervisor’s response was “well you should have asked me my finish time. It’s not within my duty to advise you that” Is management here for REAL? How on earth is that a fair expectation for guests? We were already under stress tending to the injury so how could you expect us to know to ask for non-common knowledge things like a specific manager’s finish time in that moment?? (Especially when the way the offer of “Just reach out to me if you need anything” was said in a way that conveyed she was available for the rest of the day) We are not local nor accustomed to US hospitality styles, so how is it reasonable to expect foreign visitors to know that specific management was not around for the night when the hotel boasts a 24/7 staffed front desk. This is utterly poor customer service mindset and reflective of a bare-minimum gesture business. We would have happily settled matters had each staff we interacted with responded appropriately at the time, but at EACH STEP of this distressing incident all we received was an unacknowledging attitude + continuous defensive expectation that we were “supposed to know exact the right person/details to ask” when we have already tried to raise the issues. This is unaccommodating beyond belief, and we felt forced & pushed to become vocal about the treatment to receive sincere attention beyond a “I am sorry this happened to you, take this band aid or leave it” reply. Only the third party security guard had the human decency to SEE our distress and try offer support in his power (our thanks to him). When your security personnel demonstrates better empathy & customer care than reception & management you know there is severe lack of standard in how this place is run. This was on top of daily communication breakdown between front desk & housekeeping that we did not require room service (we had to keep cancelling with reception every day but they kept coming next day ie. the cancellation request was continuously missed between the two teams 3 x times in a row throughout our stay). Overall an endlessly frustrating and ultimately traumatic experience with this hotel - don’t be fooled by the nice surface level pleasantries from staff when things are going well. They clearly fail to come through when real push...

We recently stayed at The Berkley in Las Vegas for 5 nights, and while there were a few positives, the overall experience left a lot to be desired.

Pros: The suite was clean and spacious, which we appreciated. It included basic appliances like a toaster, cups, pans, and more — great for anyone planning a longer stay or looking to cook.

Cons: Unfortunately, our experience with the staff was disappointing from the start. During check-in, we were ignored and not acknowledged. One of the younger front desk staff members was even visibly rude to another guest right beside us — rolling her eyes and being very unprofessional.

We stayed in room 411B, and getting in was frustrating. You have to scan your key card and open two doors just to get into the suite, and each time we touched the handle after scanning, we were shocked — literally. It happened every single time. That should really be fixed. Being shocked every single time you enter (not 1 but 2 doors) cannot be good for you. Not to mention, it hurts! You shouldn’t have to be scared to open your door, knowing you’re going to get shocked with electricity.

On our second night, we requested two extra towels and were told none were available, but we could wash our own and were handed soap.??? Meanwhile, every single day there was a cart full of towels and extra stuff sitting outside the elevator often. (Picture for reference) When we asked about housekeeping (after staying multiple nights), we were told it wasn’t included and would require an extra charge. We also asked about food options, and instead of letting us know about the convenient options in the casino right next door, we were just told “if you order DoorDash, you have to come down and get it” — which wasn’t even what we were asking.

The sheets had an odd, unpleasant smell from day one. But after the towel situation, we didn’t feel comfortable asking for replacements and just dealt with it.

The elevator situation is a whole other thing on its own. It took me 10-15 minutes to get down every single time, so beware. When trying to locate stairs, we didn’t see any readily available which we see as a fire safety hazard.

Overall: The lack of hospitality and repeated discomfort during our stay make it unlikely that we’ll ever return. Based on other reviews, it seems this kind of treatment isn’t unusual here, which is unfortunate because the property itself...

My family and I decided to stay at the Berkeley oppose to the Hilton Grand Vacation in which we frequently stay just to stay somewhere different now I regret the stay. The young man that checked me in was very nice he allowed us to use the bell cart for our luggage. The second day I got a call from the front desk the lady asking me to attend a timeshare seminar it was fine I agreed. The next morning I called the front desk before I wanted to extend my stay another day they told me that they were sold out. So, okay I went to the timeshare presentations I'm a little nervous and looking at the time on my phone so I ask the timeshare representative how long will this take my family is still in the room. He stated that they was suppose to extend my check-out time if I doing the timeshare presentation. So I called and told them what the Rep. said they extended to 12pm I got back at 11:40am. So, while at the timeshare presentations I relaxed and heard the presentation. Then my phone rung my sister stated that the security guard is at the door telling them they have to leave and he wasn't told that the time was extended so he talked with the front desk and she said she didn't tell me that so he told my sister it was okay.Very embarrassing!!!!When I got back they let me stay another day when they lied about them being sold out. The next day I checked out and I want down to get the bell cart the front desk lady said you'll need your ID I told her they let us use it several times and we didn't have to use our ID. She looked at me like I was irritating her and then laughed like something was funny I found that to be very rude and highly disrespectful if you have a job catering to the public that was very rude. The Berkeley Hotel act like it's a privilege for them to allow you to stay at they're Hotel just makes No sense. I will never stay they're again. The Hilton staff Alway friendly and very helpful to make sure your stay they're is pleasant. Not the Berkeley it's...