NOBU Hotel Las Vegas - A Caesars Rewards Destination — Hotel in Paradise

We checked in very late (1:30 a.m.) after delayed flights. Michael, at check-in was very friendly and efficient in checking us in for our week-long stay. We had a basic king size room; no view. The room was clean with a large bathroom. The furnishings were pretty basic/generic, it didn't feel any different than being at a Hampton Inn or Fairfield Inn. The doorway to the room is at a weird angle and it is difficult to move in/out of the room with luggage.

In addition to being clean, the room has a safe and decent closet. We needed extra pillows and hangers and they were provided.

Some challenges in the room included the air conditioning: whenever it was on there was a distinct sound of running/dripping water somewhere. We couldn't locate the exact source, other than the vent into the room. When the AC was off, the sound was gone. It sounded like water trickling/dripping and was rather annoying. Another challenge was related to the shower in the bathroom. We had to turn the water on at least 3-5 minutes before we could take a shower as that is how long it took to get hot water. I was almost ready to call the front desk at one point because I had waited so long, but the hot water finally started. The water pressure is just fair.

We checked out very early in the morning (3:00 a.m.) and the person at the front desk was not able to give us a final bill because the full stay hadn't posted to it. When I had attempted checking out in the room, two days hadn't been posted yet. He assured me that the room bill only had our nights and resort fees/taxes on it and that we'd receive it by email later.

When I did receive the bill I was surprised and disappointed to see a mini-bar charge. More surprising is that it was dated the first day of our reservation--even though we hadn't arrived on that day--we checked in early in the morning of our second day. We did not use or touch the mini-bar and I thought it would be easy to get the charge removed. I called the phone number attached to the email that sent the folio--for the general manager. I left a voicemail asking for a return call. I attempted to use the text-based concierge but it referred me to their billing department with a phone number. Calling that led to a message that they were busy/fill out a form, followed immediately by a message stating the office was closed. Later, I tried the general manager again--leaving a second voicemail requesting a call which to date has not been returned. I finally was able to get through to billing and was told that they would open a dispute on the charge and it would take several days to get a result. This lack of service was very disappointing:. Had I been able to check-out on the TV, or received an accurate bill at check-out, all of this challenge could have been avoided. The general manager (or at least an assistant) returning one of my two voicemails would have gone a long way toward customer service. Empowering the online assistance to handle this type of issue could also have helped. Overall, it took quite a bit of time to resolve what should have been a simple issue that would have been prevented if accurate billing was available upon checkout.

The location of the hotel within Ceasar's was fine. I will note that getting an Uber from Ceasar's has become very challenging as they have moved the pick-up locations. Uber's app isn't very clear as to where they are, and Ceasar's removed signs that were up about 1.5 years ago marking the spot. I was able to ask a security person who helped me set the right location for pick-up outside of Joe's at the Forum Shops. (It requires a street address.) I don't know why Ceasar's changed from the previous pick-up location which had clear signage and worked well.

All in all, this was an o.k. stay. NOBU provided an average room with average customer service and a few minor problems (noisy air conditioning, and very slow hot water, and challenging Uber pick-up spots). There was nothing outstanding or special about the room or hotel, and nothing terribly disastrous. Overall,...

TLDR: At a discounted rate of around $300. The experience was fine. Clean room, felt old. Nobu in-room dining was expensive and good but not great. Registration desk people were very nice and helpful. Calling for anything was a confusing maze of trying to get through Caesars staff to Nobu Hotel staff and housekeeping PHONE staff acted like they were doing you a favor.

FULL REVIEW:

If we had paid full price and arrived at this experience we would have been LIVID. This place is only 10 years old but it looks and feels much older. Not just in design but in amenities, surface cleanliness, and overall vibe.

We arrived to an insanely busy entrance. My wife and I like having our car available without fuss so we tried to self park. Our SUV was too tall for self park so we called to ask where we could go. The staff transferred us 5 times while we drove in circles around the strip and back into the Caesars lot for 30-40 minutes. We were finally told that valet was our only option so we accepted it. The sign read $50! With no other option we drove into the valet area. Here's where the valet tells us the area is for "Diamond wtevr plus wtevr not for poor people blah blah members blah blah" and that he was doing us a FAVOR letting us pay $50 dollars for him to "possibly hook us up and take care of our car" at this point we're over it and just want to get to our room so we accept the ticket, the bellman, just wtevr to get us and our 2 year old up into our room so we can just NOT.

TOO EARLY for check-in. That's fine, that's our bad. We grab a slice of pizza in the food court and we eventually get a text to check-in. We do. Then we head to our room. We get in there and it's the wrong room. We co-sleep and it's two queens instead of a King. We also hear that next door in the suite people are partying. Totally normal, it's Vegas baby! But our baby wouldn't be able to sleep and if she flips out in the middle of the night they won't be able to sleep so we ask to get our original room. They were cool about it and we moved.

The rooms are a little dated but clean enough. There were opened packages of stuff on the snack bar and missing items that weren't refilled. This was the same in the Queen bed room we were mistakenly put in so probably not a fluke. The surfaces in the bathroom had some stains on them so didn't feel very clean. Overall everything felt tired. Luckily we got a reaaallllllly good deal so it was all acceptable. If we had paid 2k instead of 300 we'd be PISSED.

The place is sold to you as a Ryokan inspired experience. It's not. Our toddler spilled some coffee and we asked to get new sheets and our bed remade and they couldn't tell us when they could get to us. "Sometime today". So we decided not to, chucked the sheets in the closet and found an old moth hole filled wool blanket in the closet to use in tandem with a sheet. Insane right? A hotel that normally costs 2k to stay at, and we were reliving our college backpacking hostel days.

The main event here at the Nobu Hotel is that in-room dining comes from the Nobu restaurant downstairs. I'm assuming that's why people come, it's why we picked it as a stop on our road trip. We figured, save on the room, splurge on the food. And so we did. We ordered a ton of stuff from the restaurant downstairs. It was good. Everything was well prepared. Beef was cooked perfectly. Sushi and sashimi, fresh and delicious. Ordered a couple highballs and milk for the kiddo. $600. $100 just for the service to our room. That's fine. We assumed it would be around that. We weren't shocked. But we were a little disappointed. Everything was good. But it wasn't mind blowing. It was as good as any good sushi place stateside.

Nothing was horrible. But nothing was fantastic. All kinda just mediocre at best, which was kind of sad.

Can we talk about elevators? There are 3. It would make sense for 1 to always be at the bottom, another to be at the top and one to pick up the slack. But it felt more like each one was running back and forth picking up people up and down with no...

We had a ton of issues during our stay here.

Firstly when we checked in and went to our room we found it was two double beds but I reserved a king. We went back down to the service desk to show the employee the reservation email that said deluxe king. She said that because we booked through our chase travel portal they must have made a mistake and we would have to contact them so we spent an hour on the phone with Nobu and our travel agent and we discovered that Chase did in fact book the room correctly and that the hotel made some mistake. We asked to be moved to a king room but the employee told us none were available unless we wanted to pay to be upgraded to a room with a better view I asked to be upgraded to that room for free as we resolved that it was the hotels mistake and this all resulted in a decent amount of inconvenience for us. she said no we would have to pay for it but we could try to see if anyone checked out of a deluxe king the next day. So we spent the night in separate beds not ideal as this was a romantic getaway for my husband and I. The next day we went back to reception to see if we could move rooms and this new employee had no notes left to her about the situation and gave us the same spiel about third party agencies but she was nice and she did actually move us to a king room later in the day.

Secondly we reserved a bacchus cabana at the pool and when I arrived to check into it they told us the bacchus pool was closed so they put us in a cheaper not as nice cabana that was more like a tent rather than the nice ones at bacchus so I asked if I could speak with a manager regarding the change she initially offered to give me a $25 drink credit which was laughable as the frozen drinks at $35 each. When I told her I wasn’t really interested in the money spent rather just getting the nicer cabana and that we had issues with our room last night as well she let us have the entire day in the cabana and even let us have a daybed too. So not the cabana I was hoping for, but to get it all day was really nice i feel she went above and beyond what I had expected (shout out to Natasha) but having this happen the morning after our check in issue was frustrating and shows the hotel really needs to work on these greater booking and switching issues. We enjoyed the cabana time but we ordered lunch to be delivered from inside the hotel and that was a whole other disaster and they told us they would refund us for some food that never came and they never did refund me. I decided to just drop it at this point because I was tired of talking to managers.

Last big issue was upon checking out the receptionist said we only had the pool charges on the card on file so she emailed my receipt. I got the receipt a couple hours later and it had mini bar charges from the room on it which we didn’t use at all. I almost feel like after all the issues we had at the hotel she purposefully didn’t mention the mini bar charge. So now I have to call them about reimbursement when I could have just resolved it there at the desk upon checkout.

All in all would NOT stay here or at Caesar’s again because of all the issues. For such an expensive hotel I expect much more. As far as the room itself we had no hot water in the shower and there’s nowhere to hang your towels to dry them which is weird. Can’t use the mini fridge unless you pay $75 so we had to throw away leftovers from dinner one night and the bathroom was not super clean I wish I had taken photos there was hair in the sink and some black gunk around the faucets that easily wiped off so idk why it wasn’t wiped down...