Renaissance Las Vegas Hotel — Hotel in Paradise

My husband and I are still at the Renaissance Las Vegas, for another night and we really don’t appreciate what took place. We are Titanium members as well as Gold for Life and going to be Platinum for Life very shortly, I think it will be this year. I usually wait to write a review until we leave the hotel. However, I think this review needs to be written. I originally spoke with a manager on duty, after I had made the reservation. She blocked a certain suite type for me. We typically request a high floor and I think it’s also on my husband’ Bonvoy profile. Before arriving to the hotel, I noticed the suite had been changed. If it would have been a better suite than what I had originally requested and if to was functional, that would have been fine. We go up to the room, and the person gave my husband the wrong room number. We go back to downstairs. My husband is carrying two suitcase and a computer, as I can’t carry anything due my disability, and I know it’s getting heavy for him. I also have an excruciating migraine. Then we get to the new room, one that they changed us to which was the Hospitality Suite. However, the one bedroom deluxe suite is the one that was originally blocked off for us. My husband notices that there isn’t anywhere to put his CPAP machine and that it has a pullout Murphy bed that is low to they ground and for us those are very uncomfortable. I also have a Traumatic Brain Injury that causes migraines off and 24/7, so this bed was too low for me and could exacerbate my pain. I called and spoke with the person that I originally spoke to at the hotel after making the reservation. We ended up with a one bedroom deluxe suite on the third floor. One of the reasons we stayed at this hotel is because of the strip views, but if you’re on a low floor, the view isn’t very good. I had two get new keys, for the second night. I was speaking to someone else just a little bit about what occurred, and he said to call in advance so they can block a room. However, this is exactly what I did, but that’s not what ended up happening. As I said, we are Titanium members, as well as Gold for Life, and about to become Platinum for Life. Common sense would say you give people with this status a better suite, not a lesser suite , whether it’s on a Suite Night Award or not. These are the people that are repeat customers, unless you treat them like we were treated at Renaissance Las Vegas. Las Vegas has a lot of competition when it comes to hotels and restaurants. If a hotel and/or restaurant wants repeat business, then they need to be better than the next, especially when it comes to service and they need to appreciate their loyalty members. I’m really hoping a manager will see my review sometime today. Neither my husband, or myself, are they type of people to complain, just to complain. We both have written plenty of good reviews for both hotels and restaurants. The way I feel right now, is that the Renaissance Las Vegas isn’t valuing us as a loyalty member. To achieve Platinum for life isn’t easy, and we are about to. To achieve Gold for Life isn’t...

When I first arrived at this hotel, I was honestly pleasantly surprised. The location is rather nice, being right beside a monorail station, yet far away enough from the Strip to be quiet. My room had a really lovely view of the Sphere and the Strip. However, the room itself was a let-down. It is really no better than your average Courtyard, besides the fact that it had a stand-up shower and a separate bathtub. It feels a bit outdated with carpet, no microwave, no full-length mirror, bad vanity lighting in the restroom, and small uncomfortable chairs. Room service only made the bed, no taking out trash or replenishing lotion bottles. This hotel does have a M club lounge which is a nice perk. They also have a couple of bars and restaurants you can check out. Where this hotel falls incredibly short is customer service. The first day I got to my room my air conditioning display was not lit up at all. I went down to tell the front desk about this and they said "yeah we noticed that earlier, we are sending engineering to your room to get that fixed for you". Great, I was on my way to dinner so I am thinking it will be fixed when I get back. Nope. My room is now warm and stuffy and the display still will not work. At this point it is so late and I was exhausted so I just went to sleep. First thing in the morning I go to the front desk and let them know, once again, about my air conditioning unit not working. They assure me that they will have someone fix it today. Great, I was on my way to work so it will SURELY be fixed when I get back. Nope. My room is even warmer and smellier than before. I call down to the front desk and FINALLY someone comes to replace the face of the unit. The guy told me that happens all of the time and they are constantly having to switch out the display on the unit. . The next night after working a 12 hour day, I order some food on Uber Eats. The front desk calls me to let me know that they will send a Sparky up to deliver. So I proceed to get out of my work clothes, into my robe and slippers and relax. Well, 30 minutes later still no food. So I call down to the front desk, ask about my food, and I am told it will be sent right up. So I wait another 15 minutes. Finally I just get dressed, go down to the front, and there is my food just sitting on the counter. While the man and woman working there are just chatting away. By this point my butter for my lobster roll has solidified. And of course there's no microwave. So I trashed 50 bucks worth of food. LITERALLY the worst customer service I have ever experienced with a Marriott and I stay in a different Marriott every week for work. The level of laziness and simply an "idgaf" attitude...

The Renaissance was just ok and management of issues/customer service is lacking. I had a room facing the strip but it was at the end of a hallway. I heard buzzing in the pillows, bumps against walls so it wasn’t a quiet room. My 1st full day I ordered breakfast. Simple request to not have compote with the French toast, 2 sides and a glass of water. Delivered in a brown paper bag (first ever at a Marriott) I received no water (only one bottle In the room) and the French toast was loaded with compote. This is after ordering it that way, having it confirmed and then a 3rd confirmation when room service called. I called the front desk (no direct # for room service) and waited on the phone. Told them the issue another one to be sent. 40 minutes later nothing. Had to call again, 2 holds. It was getting to the time for me to get ready so I said I don’t want it and I should be comp’d. I was assured a call back. Nothing. Next morning, I called, another two holds, hung up after 10 minutes. Called again in the afternoon and it took 3 transfers to speak to a Person assumed To be a manager. I had to explain all over again. I received a refund. Apparently a partial refund was given. You messed up the main entree, there should have been no ask and an addition of points for the inconvenience. Nothing. I emailed the asst manager of front office who emailed prior to my visit no response. Responsiveness is an issue. I couldn’t go to the front desk as there was always a crowd. This is far off the strip and Ubers just to get to Las Vegas Blvd a is always at least 10 dollars. This hotel has a word entrance either off a ramp with no signage Or driving through a garage. For work, I travel abroad. I’m used to thanks for my patronage, decent service and even gifts in the room). This hotel isn’t new but renovated. No specific nice smell as you enter. It was cheaper obviously which is a plus. With the issues with room service, I starved until 1pm local time because I didn’t want tone counter another issue with room service. Im from the east coast so my first meal was 1pm. The view was nice and the rooms were Made ok. Old coffee in a cup not tossed or not seeing the chrome because the sink wasn’t properly cleaned, it was just ok. For the price, View and just being a bonvoy member, I’ll give two stars but I am seeing less incentive to stay at a Marriott. There should be at least a shuttle to the strip. It’s bare bones.and you get charged a destination fee. For what????? A small pool always packed with people. No real amenities. Shower floor was slippery even with...