The ENGLiSH Hotel, Las Vegas, a Tribute Portfolio Hotel — Hotel in Las Vegas

As a Elite Bonvoy member, Expedia VIP guest, and certified travel agent, I want to express deep disappointment with the recent experience I had, marred by poor training, lack of managerial oversight, and a failure to uphold even the basic expectations promised by the Marriott brand.

Subpar front desk agent Ashley at the front desk demonstrated a clear lack of customer service acumen. Not only was she unhelpful, and had an attitude, but her inability to resolve issues or escalate them appropriately speaks to a serious gap in training and accountability.

Room Service issues The hotel advertises in-room dining, yet I was unable to place an order after calling twice (no answer). When I finally got through after 10+ minutes, Ashley casually suggested I “just walk over” to the restaurant—completely undermining the purpose of offering room service. I was unwell and on diabetic medication, and expected the convenience advertised.

Disregard for “Do Not Disturb” Signs Despite placing the sign on my door, housekeeping knocked early in the morning, interrupting much-needed rest. This blatant disregard for guest privacy is unacceptable.

Broken Promises on Late Checkout (Main Issue) At 12:30 AM, I spoke with Anthony, who verbally confirmed a complimentary 2 PM late checkout as a courtesy. Due to my 8 PM flight, I inquired about an extended stay until 4–5 PM and was told to follow up later that morning. When I called at 10 AM, Ashley not only denied any record of the agreement, but implied I was lying even though there was notation of the request. She then stated that because I booked through a third-party site, she could not honor any extension and that I’d be charged $75 for the original 2 PM late checkout unless I left by noon. No manager was on property to mediate this issue.

My Concerns Advertising services (e.g., room service) without appropriate staffing is misleading and a breach of guest trust.

Penalizing a guest for internal staff misdocumentation is grossly negligent—especially when the impact involves health and work commitments.

Dismissing third-party bookings, despite Marriott’s own listings on Expedia, sends the message that loyalty and elite status are conditional, not earned.

Unfortunately, I will not return to this property, will not recommend it, and will share this experience on my Expedia profile and travel platforms so...

UPDATE: The hotel continues to lie and avoid responsibility, a front desk agent lied to my face just now about the pool. Any attempts to resolve directly with the hotel have been mostly ignored or met with more lies. This place is an outright scam. Based on their behavior around a piddly $50 pass, I can say I would not trust them with an actual overnight.

Firstly, sort reviews here by Most Recent and you will find an organized campaign to give this property only 5 stars. All the names are similar, no details, it's hilarious.

Beware of booking ResortPass pool access at this property. Spent $50 for a day pass to find an unheated pool and soaking wet lounge furniture. The entire pass was unusable, I spent less than an hour at the property, most of which was at their restaurant.

The part that is the most frustrating is that the hotel outright lied to ResortPass about the conditions of their property to prevent a refund. I'm appalled that they couldn't just take responsibility for the fact that they were caught out being scammy -- by offering a heated pool pass without ever intending to provide those services. Further, the pool furniture was so wet that it soaked my clothing. I spent the day drying out my backside as on first glance and touch it seemed dry but once you sat down a pool of water in the cushion rose up.

FWIW, ResortPass wanted me to discuss my issues with the pass directly with the hotel -- a hotel that has repeatedly put me on hold for 5+ mins multiple times when I call. Let's be clear, I haven't yet been able to discuss the issue, they aren't avoiding me -- they simply treat all callers this poorly.

Hotel Management -- I challenge you to respond to this truthfully. I can't fathom as to why your staff denied me a refund for a pass you absolutely should not be selling in winter if your property can't deliver on the promise. I know someone on your staff has already lied to ResortPass, insisting the pool was heated. Y'all have me on camera, testing the water temp and then you can likely also witness me getting soaked by sitting on your furniture. There is zero doubt about what happened if you look at the evidence. I was respectful, I gave some business to your restaurant and then I left. Why you feel the need to scam $50 off of me for this experience is beyond me. You'd think a successful hotel would have better...

Worst stay ever!!!!!! Shockingly bad. And we spent a lot of money here. Despite expressing our concerns to the staff - they were not able to help. Even weeks after staying they kept 'promising' they would follow up and they never did. I called 3 times after and the staff were always 'calling back' and they never did. We were one of only a few people staying at the hotel. We had no one serving us at the pool and had to constantly get dressed to go inside the restaurant. Then we faced an embarrassing moment when we decided to eat at the Pepper Club - sat outside with multiple staff inside not one of them took our order as the 5pm staff weren't there yet (so we sat for 20 minutes until they arrived to even order a drink). So the ppl inside didn't want to assist us in the meantime?? Then the chef handed us a menu and we ordered to then be told that menu wasn't available for another 2 days (even though their instagram page promoted it 5 days prior). We then reordered and received the wrong food.... and half the portion size. Later on that evening we returned to try again. This was no better. The wine we ordered wasn't available so we had to order a bottle 2.5 times more expensive as 'this was all they had'. But when a heavy decoration off the bar fell on foot this was the last straw. We woke up the next morning to be greeted by a huge laundry bag right out front of our door we had to step over (it was 9am and check our was 11am). When checking out i explained just a few of the things that had happened and the receptionist apologised and told me $100 would be taken off our bill. But in fact it wasn't. So lots of issues. For 24hrs. Where we spent a lot of money and the customer service and promises were beyond awful. I tried to hold off doing the review in the hopes that as promised they'd 'be in touch' but that never happened. The hotel and staff here are not up to par or in any way worth the cost attached to this hotel. Very very disappointed. Do yourself a favor and stay anywhere but here.... You will get better service for the price...