The Palazzo at The Venetian Resort — Hotel in Paradise

Update: The front desk manager reached out to us and apologized for the discrepancies. She was genuine and understanding. I just wanted to share our experience and didn't want anything in return, but she sent a treat to our room with cookies and milk for the kids.

She transfered us over to the pool manager as I wanted to book a day bed or cabana for my husband's and daughter's birthday. The pool manager was informed of what happened, but her apology was less sincere. She also gave us prices higher than what the website listed as well.

We decided to have last day pool day before we head home. Unfortunately, pools in Vegas close early for some odd reason, so we were there until close at 7pm. We then changed in the family changing room. When we were done, we opened the door to two security to guards who stood right in front of the door and questioned us and I'm still unsure why that happened. We're on a business trip as well as a birthday trip for my husband and my 12 year old daughter and almost everything has been awesome. Food is great, the cleanliness of the building is outstanding, and the rooms are spacious with great views.

The only thing so far that knocked it down from a 5 star review to a 3.5 star review is the customer service.

Upon checking in, we were told there were no rooms available but we could upgrade to a bigger room for "only $150/night more". If there isn't a room available for us, why are we the ones that have to wait or pay extra? The cost wasn't an issue and I probably would've upgraded (to celebrate their birthdays) if it was offered as an additional upgrade, but the way it was offered as a "hey we don't have your room ready at the promised time so pay us more so you don't have to wait and can check in now" is off-putting. Either way, we waited and she went back and "moved people around" so we could check in.

The second issue was the discrepancies between the employees. My husband injured his leg before the trip and we're trying to limit any extra walking. The second day we went to the pool, we had explored prior to the pool and brought our pool stuff along so we don't have to walk back to the room. We had purchased food for the kids (since they are picky) for a midnight snack. I asked going in if it was okay if we brought it as long as we don't take it out so that we can minimize the walking for my husband. They told us that it wouldn't be a problem and that they don't care as long as the food is kept away and the drinks are fine for us to keep on drinking if we wanted to. The second day, we did the same thing, this time we only had a small bag of food that our two sons wanted for dinner. Abigail stopped us and did not allow us to go in at all. We ended up having to throw it away as I didn't want for my husband to have to walk all the back to the room with me (he doesn't like me going alone for safety reasons.) She also rummaged through our see through pool bag looking for something. We didn't experience this on the previous days we went to the pool. While outside at the pool I saw other people with outside snacks and drinks who were actively eating it. So if you're going to enforce policies, please do it with everyone and not let employees pick and choose based on their biased views. I was planning to have our lunch and a few drinks at the pool, but after that interaction, it left me not wanting to spend anything there.

I understand the no actively eating or drinking outside food, but we are in a tourist area and ultimately, everyone is out shopping and to force everyone to go to their room each time to drop off items isn't very accommodating to people who are less mobile.

We tried to contact guest services and their reply was generic saying that all employees should be on the same level without offering to speak to us about the issue. Then I asked who we could speak to and they said we could speak to the pool manager but gave us the number to the main line.

We've been here for 5 days and have 4 more days and hope the rest of the trip is pleasant so we can...

The Palazzo is not a bad hotel, but it is also not a great hotel.||The Good:|* Great room size -- The room we got was nearly 1000 sqft|* Open layout -- The bedroom connects to the living room with no wall between|* Clean -- Spotless|* Quiet -- Couldn't hear any noise from the street or clubs|* Robes and slippers -- Not high quality, but at least they're provided|* Lots of restaurants and stores around||The Bad:|* Poor shower spray: It was VERY average, made for an unpleasant shower|* Lack of amenities: No coffee maker, toothbrush, toothpaste, etc.|* No fridge, no microwave|* Iron, ironing board, and hair dryer were all VERY cheap quality|* No bidet -- at least the toilet was private|* Furniture was clean, but dated|* Weird smell in the hallways|* The upgrade (from AmEx Platinum) was only to a slightly higher floor|* The "free breakfast" (from AmEx Platinum) is really only a $65 credit||The Palazzo offers amazing room sizes with a modern, open layout. Our room was nearly 1000 sqft and has a large bedroom with a separate recessed living room. The bathroom is also large and opulent. Everything was very clean -- no obvious stains or soiling anywhere. And it was pretty quiet, we were only on the 40th floor (it goes up to 50) and we couldn't hear any noise from the street or clubs. There are tv's all over the place which is great if you watch a LOT of TV -- unfortunately we don't and never even turned one on.||The Palazzo is also surrounded by a number of restaurants, shops, and drug stores -- so you'll never have to worry about not having something available. And I guess it's nice they provided robes and slippers, though they felt cheap.||But the praise really ends here as there were a number of issues we encountered. First, the shower spray is very mediocre. I have an average shower at home, and it was far more powerful than the shower at the Palazzo. Also the shower head isn't removable at all just adding to the poor shower experience. To top it off, the shampoo/body-wash/conditioner are standard hotel issue as well.||Speaking of amenities, there were hardly any to be found. No coffee maker. No toothbrush. No toothpaste. No fridge. No microwave. No bidet. At least they threw a couple robes and slippers in there.||And the accessories they did have seemed very cheap -- the iron/board and hair dryer were of poor quality, like the kind you'd expect to find at a 2-star hotel. And not only did the toilet not have a bidet, it just seemed very cheap -- I have a nicer toilet in my house.||The room service was very poor -- they did not replace our used toiletries, nor did they refill our tissues -- we had to call the front desk for refills. And they didn't even clean our room at all on the 3rd day we were there. Fortunately we were leaving very early the next day so we didn't even bother calling the front desk.||The furniture was clean but was dated. And there was a weird smell in the hallways (no idea how to describe it, but it wasn't pleasant).||Lastly, if you are an AmEx Platinum card holder and use the FHR upgrades, you may be disappointed. They did "upgrade" my room which just put us on the 40th floor (instead of the 35th). And the breakfast isn't technically free -- it's a $65 credit (for 2 people) toward breakfast at either an overpriced restaurant (Buchon's) or through their overpriced room service. While $65 will cover most of the cost for 2 people, it still wasn't free.||Additionally, the $100 bonus you get can only be used on restaurants that are on their list. This was fine for us but some people may have wanted a credit towards something else -- like spa treatment or entertainment.||In all, I doubt we return to Vegas at all but if we do, it definitely won't be at the Palazzo. At over $300 per night (plus taxes and resort fees) it just simply isn't worth it. ...

Updated April 2025: We were here 6 months ago and absolutely loved it. We're back! Got the Vibee package deal because that was the only way to get tickets for the Eagles at the Sphere concert. This time around, we had a few minor issues.

First day, I found a used band-aid and a dried up contact lens in the room. Gross. I placed them in the trash and did not report it. Wasn't a big deal. Shower pressure wasn't great either. Maybe because we were up higher?

Third day: We had put the "Do not disturb" tag on our door the very first day. For some reason, a staff member placed a blue tag over the original tag that stated something to the effect of "We will not bother you, let us know if you need anything". Cool, right? Wrong. On the third day, there is a knock at our door around 9:00 a.m. Ugh!!! Husband went to the door and asked what they needed and they replied that he needed to open the door. The staff member asked if everything was okay and if we needed anything and husband replied that we were good. So okay, what the heck was that about? I get it if they want to come in the and check the room to see if we're trafficking people or whatever. That's fine. They do that at Disney resorts so we get it. But they never came into the room to inspect it. Forgot to address that when we checked out. Last time we were here for five days, no one knocked on our door. Why this time???

Check out: The day we checked out, we noticed there was a pool charge for $105 on our account. We never used the pool. We didn't even bring bathing suits. Only three other people knew our floor and room number. One is the person that checked us in, and the two ladies that work the breakfast shift at the Grand Canyon Grill there at the spa. We ate breakfast there twice and charged both of the breakfasts to our room. Have no idea how else that charge came about. Of course we disputed it. It's been a week and it hasn't cleared our account yet.

Overall, I'd give this place 4.5 stars. We'd still come back. Or maybe stay at Caesar's Palace (more shopping and restaurants). Palazzo/Venetian won't lose money. They are owned by Caesars.

Oct 2024 (original post): Not going to lie. One of the best rooms we've stayed in...ever. We had a Sphere suite on the 27th floor and it was worth every penny. Watching that globe out your window can be mesmerizing. The best part of staying here was that we never heard a peep from neighboring rooms or even from above us.

The only "bad" things about this room is that there is no coffee maker or microwave. I believe you can request one. There is a Starbucks on the first floor right by the elevators though. There is a fridge in the room, but it is packed with drinks from water to alcohol. You can try to squeeze in your own drinks in there (barely any room for any personal drinks though). Be aware that when you pull out any drink, it will automatically be charged to your room whether you drink it or not. Even if you put it back in it's place, you will get charged.

I never thought we'd come back to Vegas, but we came to see Foreigner at the Venetian Theater and took in a show at the Sphere. They've done a better job with smoke control in the casinos. Now we want to come back to stay at the Palazzo again and see more Vegas shows. Yeah, this is a great place to...