Treasure Island - TI Las Vegas Hotel & Casino — Hotel in Paradise

I traveled to Las Vegas to attend a conference from May 19-23. I booked on short notice, and Treasure Island was the only conference hotel with rooms still available at the conference rate, so I booked with them. I'd never stayed at Treasure Island but was aware of some of the issues and complaints from reading reviews. I checked in on Sunday night and immediately headed up to my room to unpack. The hallway reeked of marijuana. After getting to my room and unpacking, I went into the bathroom and noticed a hole (about the size of a nickel) that went through the bathroom mirror and the sheetrock behind it. I figured the hotel was aware of it and just hadn't yet made repairs. It was a VERY obvious hole, but at the same time, not a deal-breaker that would require me to request a room change. I just assumed they were still renting the room despite the damage. I took a picture of it and sent it to my boss, who was also staying at TI. We'd been laughing earlier in the day about some of the reviews we'd read.

On Monday, after attending my conference all day, I returned to my room only to find that my key wasn’t working. So I went to the lobby to see what was going on. The woman at the front desk (Nike?) told me that they had filed an incident report against me and that I needed to sign an incident form and pay $350 to repair the broken mirror. I responded and said, “The mirror was broken when I checked in.” That’s all I said to her. She then told me to wait a moment and walked away to a back office out of sight. I stood there another 10-15 minutes waiting for her to come back. The next thing I know, I’m being approached by two security guards, who begin questioning me about the broken mirror right there in the front lobby. It was a clear attempt to intimidate me and try to get me to sign the form. At no point did I ever raise my voice at her. It caught me off guard that she chose to involve security for such a minor issue.

Thank God I had taken pictures of the broken mirror when I first arrived. While being questioned in front of the entire line that had queued up behind me, I told the officer that I had taken pictures of the broken mirror when I arrived the night before. I asked the lady up front for the exact time I checked in the night before, and we determined there were only 12 minutes from the time I checked in until the time I took the picture. The officer requested I email him the images with the timestamps visible so he could send them upstairs. Mind you, they have access to the key card timestamps as well as video surveillance to see exactly when I entered the room. We determined the walk to my room takes approximately 8-11 minutes from the front desk. At this point, they saw their case was falling apart, and shortly after I was given the all clear but I would have to change rooms (which was fine). I was then escorted from the front lobby to my old room, like a prisoner to his jail cell, by the two security guards.

We got to my floor and I was marched to my old room. They waited in the doorway while I packed up my things. They then escorted me to my new room. I had them inspect the room before they left because I was not going to go through this mess again. They confirmed everything looked in order and left.

Throughout the entire ordeal, I never received any kind of apology from the woman at the front desk. In front of a large crowd, she falsely accused me of breaking that mirror and then felt it was appropriate to involve security without ever allowing me to speak. We could have easily resolved it in 5 minutes had she just stayed up front and talked to me, but she chose to escalate it.

Treasure Island has made no effort to reach out and resolve the situation or acknowledge their mistake. They’ve simply swept it under the rug.

I’ve never had to deal with anything like this before when travelling. It was incredibly stressful, humiliating, and 100% unnecessary.

Obviously, I will never step foot in that freakin' hotel again, and I would advise anyone who’s considering staying there to avoid it...

DO NOT STAY HERE….stay literally anywhere else. My partner and I are frequent travellers and this was one of the worst hotels we have ever stayed in ever. I emailed these issues to the manager on day 2 of our stay and didn’t even get a response. We just went to the front desk on checkout to discuss it again and they told us they didn’t care. Absolutely pathetic excuse for a 4 star Vegas resort.

We queued up for over 25 minutes to be checked in, we were not offered a self check in option, and when we finally made it to the front of the queue one of your staff members came to the back of the queue and asked if anyone wanted to self check in and took a few people who were almost at the back of the queue to do that. We were not approached or given the option as otherwise we would have chosen this. Additionally we went back and checked and the self-check in sign was facing the wrong way so it could not be seen as you enter the lobby.

We had a confirmed reservation of 2 queen beds that we paid extra for but when we got to the room it was a single king bed. When it got dark the 'strip view' window that we had paid extra for showed these horrible smudge marks of what were very clearly arms being held over head pressed up against the window - clearly demonstrating someone had been having relations up against the window and the window had not been cleaned at all. It was so disgusting and blurred the view so much that I had to wet a towel from the bathroom and rub the window for 10 minutes to get rid of it.

Every time we tried to get in the room with our key card for 5 days we got an electric zap / static shock which was very painful and resulted in us dreading having to unlock the door.

The drain in the sink kept clogging and barely drained so we had to keep trying to pull the metal plug attachment up manually to try and get the water to drain out of the basin. The shower tap broke and so we had no water for a shower for the day. We almost missed our Grand Canyon tour as a result.

The walls were so thin I had the ringtone of whoever was in the room next to us memorised because I have heard it so many times, and I could hear the tv every time it was turned on in the other room to the other side of us.

There were no chairs which offer shade around the pool.

We then found out we have to pay an exorbitant resort fee for each night we are staying here for amenities we do not need or use like a newspaper but apparently cannot opt out of this. We don't need wifi as we have SIM cards, we don't read the newspaper and we did not use the gym. We were heading out of the hotel the other night for dinner and two Asian ladies with hotel name badges came running up to us and asked if we were celebrating anything so we assume the had been told we had checked in. We told them what we were celebrating and they said "omg that is so incredible, please let us organise a free gift for you!!" And they took us to a hotel kiosk and offered us some discounted tickets to a show and some gaming and meals vouchers, only to then try and trick us into some scammy deal where we apparently have to be shuttled to another hotel and waste half a day hearing some type of sales pitch to invest in some hotel chain. To have our celebratory news used by your hotel staff to fleece money out of us was absolutely abhorrent and has left a horrible feel about our stay. This accommodation and our time in Vegas was the most expensive part of our trip that we have travelled all the way from Australia for, its a once in a lifetime trip for us, and honestly we expected so so much better from a 4 star hotel. We are devastated with our experience and gave the hotel 4 days to respond and an in person discussion and they absolutely refused to deal with us at all. The hotel is falling apart, there is no maintenance at all being done, it is crummy, it is the worst service and staff I have experienced in all my 3 months in America, strongly strongly strongly recommend no one ever stay here - there are so many other hotels, do yourself a favour and go and...

I stayed at the Treasure Island Hotel in Las Vegas from June 9th to 15th for business purposes, attending industry meetings and the InfoComm event. The hotel is well located, albeit towards the south of the Strip, which offers a bit of a quieter atmosphere compared to the central locations.

Overall, the hotel feels somewhat dated. Like many others have noted, aspects of the property and the rooms could really do with a refresh. Check-in was a bit slow; while the front desk staff were welcoming, the process seemed to drag on. There was also an unexpected and expensive resort fee, which I found didn’t really offer value for money.

The ground floor layout of the casino is circular and can be a bit confusing, with a rather distinct smell that you notice as soon as you walk in—not entirely unpleasant, but definitely noticeable. The lift system is also somewhat perplexing, as not all lifts serve all floors. Thankfully, there’s generally a security guard around to guide you if needed.

One positive is the 24-hour CVS within the hotel, which was great for grabbing anything I needed at odd hours. However, I didn’t eat at any of the hotel restaurants, so I can’t comment on those. The room itself was clean and well laid out, though it, too, is showing its age. The bed and pillows were comfortable, and I had a good night's sleep, which is always a plus. The lighting in the room was adequate, creating a cosy atmosphere. There was also an in-room safe, which was convenient for storing valuables. The old air conditioning system was a bit noisy, but it kept the room nice and cool. The iron and ironing board were old and could really do with being replaced. The bathroom amenities were just okay. The shower, while clean and with good water pressure, had a shower curtain that wasn’t great—it didn’t do the best job at keeping water in the tub. Plus, it was a fixed overhead showerhead in a tub, and I would have preferred a handheld shower option as well.

Despite the resort fee, there was no complimentary water in the room, which was disappointing. To make matters worse, the vending machine on my floor only accepted card payment and was out of service for two days.

One of the more frustrating experiences was when maintenance work caused a water outage on some of the higher floors. I wasn’t informed of this when I called the front desk to find out why I couldn’t take a shower. They claimed they’d tried to inform all guests with slips under the doors, but neither I nor my colleagues received one. Fortunately, I was able to negotiate a free pass to use the 3rd-floor spa to shower. The spa was very nice, with a professional and welcoming attendant. I was lucky to be the only person there at the time, and the amenities were great, including a selection of hot and cold drinks, a jacuzzi, sauna, steam room, and well-stocked relaxation and changing areas.

The hotel gym is decently equipped for a hotel gym, though the limited opening times were disappointing, especially in a city like Vegas, which supposedly never sleeps. It’s open from 6am to 7pm, but I would have preferred a 24-hour option.

One incident that really concerned me was when my room key stopped working. I went to the front desk and mistakenly gave them the wrong room number. They asked for my name and seemingly checked the system and issued a new key, but when I tried to open the room, I realised it wasn’t mine and ended up apologising to the people inside. I returned to the front desk, and they apologised, giving me the correct key. This could have been a much worse situation—definitely not great from a security...