Polo Towers — Hotel in Paradise

The stay started off great but went downhill fast.

The Good: The receptionists were amazing when we checked in. One gentleman went out of his way to upgrade our room, and the lady at the desk greeted us with a big smile and gave us a helpful intro to the area. They really set a positive tone for our stay.

The Bad: The trouble started when we ran into an issue and needed help. The staff didn’t handle it well, especially the manager.

We were told we could attend a 90-minute presentation to get valuable vouchers, so we gave it a shot. Turns out, it was a high-pressure sales pitch for “Time Sharing,” and it lasted over three hours (from 9am to after 12pm). We came back to the hotel tired, hungry, and annoyed. Part of the gift was two $25 Visa prepaid cards, which caused a lot of confusion for us because we’d never used Visa prepaid cards before. We thought they were credit cards and felt like we’d been tricked.

When we went to the reception desk for help, the staff wasn’t helpful at all. The first person gave us a cold response. When we asked to speak to the manager, she told us to leave our contact info and wait for him to call back. We went back 20 minutes later, hoping for better service, but it only got worse.

The Ugly: Although the second receptionist was nice and kind, she was confused about the voucher. Then the manager showed up looking annoyed and chewing gum, didn’t make eye contact, and acted like he didn’t want to be there. Instead of trying to understand or help, we felt be blamed for not knowing how prepaid cards work and we should have done more research before coming to him. No empathy, little support—just attitude.

The way this situation was handled completely ruined the rest of our day. A manager should de-escalate problems, not make them worse.

Final Thoughts: While the reception team at check-in was fantastic, the customer service when things went wrong was terrible. If you don’t run into issues, this place is fine. But if you need help, don’t expect much support—especially from...

We just stayed here for five nights.

The Good: This is establishment is in walking distance to almost everything you may want to see. The rooms are dated but very well maintained. This is a nice establishment.

The Bad: Parking is $25 per night and reasonable alternatives are not close. I was told that this establishment no longer has access to their parking lot, so the best alternative is valet parking which is $25 per night.

The Ugly: We were given a notice when we checked in informing us of the construction taking place “near” Polo Towers. The construction is immediately adjacent to Polo Towers and the notice went on to inform us of the “sights and sounds” we would see and hear as early as 6:00 AM. These sights and sounds only stopped on Memorial Day and this morning I was awakened at 4:00 AM to the sounds of trucks backing up, Saturday morning I could hear what sounded like a leaf blower at 6:00 AM. Bottom line is this commotion begins every morning...

We booked a 2-bedroom unit, which was a 1-bedroom unit plus a studio connected to it. The place was very spacious! The living area and the kitchen in the one-bedroom unit was huge. Our place was facing the strip which was nice. I enjoyed the view from the kitchen when I cooked for my family! While all major hotels were within walking distance, this place is not right in the middle of noise.

We also loved the heated pool and the hot tub on the 22nd floor.

The only downside is parking. There is no reason why guests could not park for free. There is plenty of parking. Why do you have to charge over $25 per night when your parking spots are empty.

Edit: beware of their TimeShare presentation though. The 2-night getaway wasn't worth the time at all. This offer was indeed worthless because of the fees and restrictions, etc. Don't be tricked by it. Spend your time exploring...