Tuscany Suites & Casino — Hotel in Paradise

My son and I came from Colorado for the Raiders Monday Night Football game and stayed at the Tuscany on September 14 and 15. I will just say it up front: the Tuscany has ruined me for future hotel stays. From now on, I will probably judge every hotel by this one, whether it be cleanliness, décor, maintenance, the meticulous care of the grounds, or especially the value.||||The property exceeded my expectations. It is a beautiful and meticulously maintained place. Every morning I saw crews cleaning leaves, picking up debris, and keeping the grounds spotless. Inside was no different. No matter where you walked, someone was wiping windows, polishing door handles, or vacuuming. Considering the number of people passing through daily, it is pretty remarkable. I live a few minutes from the Broadmoor Hotel in Colorado Springs, and honestly, their standards do not seem as high as the Tuscany’s.||||Our two-double room was huge and absolutely spotless. I always test for dust on furniture, and there was not any. One half of my one-star deduction was the lack of a microwave in the room. This seems to be a trend, perhaps to encourage guests toward on-site dining, but it is very convenient to have the option to reheat leftovers, even from the hotel’s own restaurants. Microwave aside, I had zero complaints. The room was clean, spacious, and comfortable, and the shower had excellent water pressure. All in all, it was simply great.||||The restaurant food and value, especially compared to what you would pay just a couple of blocks down on the Strip, was excellent. We ate at Pub 365 twice and Marilyn’s Café once. Pub 365 had great food, and the late-night special was impressive for the price. Marilyn’s served me one of the better chicken fried steak meals I can recall, hearty, flavorful, and cooked just right.||||The only area where my experience did not quite match the high standard of the property was the service, which is the second half of my one-star deduction. At both Pub 365 and Marilyn’s, the three servers we had seemed a little stretched once food was delivered, even though the restaurants were not particularly busy. At Marilyn’s, our waitress was away for nearly 30 minutes, likely on break, and no one else stepped in to check on tables during that time. Service was never unkind, just not as attentive as I would have hoped. On the positive side, one woman at Marilyn’s, who I believe may have been a manager, was very friendly when we arrived and seemed to notice we had been waiting. When our waitress returned, she appeared to gently encourage her to stop by our table, which I really appreciated.||||Another moment that stood out was when I paid at Marilyn’s. I handed the woman at the register my ticket and a $50 bill, explained the leftover was for the tip, and that was the entire exchange. It was not rude, but there was no thank you or acknowledgment, and it felt a little impersonal.||||A similar theme came up at the front desk. When we arrived early, the man explained our room would not be ready for about five hours. That was perfectly fine since we were early, but there was no “Welcome to the Tuscany,” no small talk, and no offer to explain where we could leave our bags. Later in the day the staff member who checked us in was pleasant, but again there was no “Thank you,” “Enjoy your stay,” or “Please let us know if you need anything.”||||I do want to highlight the bell staff. The man who took our bags when we arrived was especially kind, warm, and friendly. Later in the day, when we picked them up, a different bellman helped us and he was also very kind and helpful. These two stood out as excellent examples, and it would be great if their personalities and warmth were reflected throughout more of the staff.||||That said, the property itself was outstanding. It is rare that a place truly meets my expectations for value, cleanliness, and attention to detail, but the Tuscany did both inside and out. Even the pool area was one of the best maintained I have ever seen. The pool was a perfect temperature, and the hot tub was actually hot, which in my experience is rare.||||Overall, the Tuscany delivers one of the best values I have ever experienced in a hotel. Clean, spacious, beautiful, and affordable. If every staff member showed a little more enthusiasm and they added microwaves to the rooms, this would easily be a...

Honestly I kinda expected better, but I won't be back to this location. This place is off the strip, and not really in a good walking area, but location isn't even the reason I'm leaving a negative review. We started off with great service and relatively easy check-in. Our Bellman was kind, chatty, and we enjoyed our experience with him. Unfortunately the problems started the first night. After driving 14 hours two days before I wanted a nice hot shower... At most the water got luke warm, I tried to call the front desk, and got forwarded to voicemail...3 times. Whatever... It's no big deal I think to myself, I'm done in the shower, I'll try tomorrow. The next day after walking about 7 miles at CES my feet were killing me, so I pulled one of the water bottles I had bought out of the freezer portion of the mini fridge to find it also...luke warm. I changed the dial and turned it up since it looked like it was turned all the way down already, and figured I'd check it out the next morning. The next morning the bottle was still luke warm, so I called the front desk...4 times again, no one picked up. I sighed, hung up, and got ready for the day, turning the dial all the way down again thinking I was wrong about the setting. I came back to the room after another full day of walking around and was sore once more. Hopefully my mini fridge was working now I opened the fridge, to find 3 roaches running around inside! I called the front desk, this time someone picks up. Please note this is our last night in this room and I've had issues since day one. A lady picks up and I voice my frustrations of the week with her and how no one has been picking up all week, then let her know about the roaches in my room. I ask her for compensation of at least my resort fees for the week. She lets me know that no manager is here and that she needs to talk to a manager about doing this. I say I understand and then she says she'll send a security officer to take a report of the roaches. 30 minutes later a security officer arrives at my door, takes a report and offers to move us to another room, I let him know how we've been having issues all week but no one's been answering and he says he understands, then I let him know we'll pass on relocation because it's 7 hours until we checkout anyway. He nods then leaves. I get into bed, shut off the lights and then about 45 minutes later security is knocking on my door again. I stumbled out of bed flip on the light and squint up at him. He tells me they need a photo of my id for the report. I ask if I can just text a photo to someone that I took for check-in earlier in the week and he gives me the number. The next morning my wife takes a barely lukewarm shower and we go to checkout. I asked for an itemized receipt and once again reiterated the issues we were having, and we received a single refund back for a meal we ordered while there, and nothing more. I was still asked for my debit card at checkout. Overall I'd not recommend this place based on service, or lack thereof. Aside from the roaches the room seemed clean, unless you look in places they don't expect you to. I never should have found roaches if the room was cleaned properly. The grounds are well maintained as far as I can tell. If you book here, do it at your own risk. I can't say everyone will have the same experience as me, but for 348 dollars a night, I've had better experiences at a...

I have stayed here every May for work for several years now and have never really had any issues until this trip.

Whomever was working the front desk is extremely disrespectful and rude. I left something in my room after we checked out so I needed a key made so I could run and grab it without cancelling my Lyft ride. The man at the front desk refused to sympathize with my plight and insisted on I wait in line behind 3 other guests which would easily take 10-15 minutes for them to check in and I would then need to cancel my ride and pay for the cancellation. He reluctantly agreed to service me before the others and only took 30 seconds to get another key made so I can run back to the room and grab my things. That’s not the best part.

This hotel employee, who has worked there for well over a year because I recognize him from my previous visits, tells me “next time ‘little man’ you will need to wait in line”. I proceeded to laugh because I have never been insulted like that by hotel staff. You don’t talk to your guests like that for ANY reason. So I responded “little man?! You can call me SIR. Some respect would be nice.” The level of disrespect was staggering and he never apologized. I run a business and travel all over the U.S for work and including traveling my 4 states 30 weeks out of the year. And mind you I am 6’2” and I can tell you there’s nothing “little” about me.

As a member of the hospitality industry you WILL treat each of your guests with respect and dignity, operating at a certain level of decorum within a standard of customer service.

I may be young but I’m not foolish and I’m not one to be disrespected especially when I have given you no reason to be so rude and demoralizing. I have worked too damn hard in my industry for 13 years (since I was 19), met with and established relations with several other business owners, CEOs, CFOs, manufacturers, suppliers, retailers, procurement firms, financial organizations, to be called “little man”.

The hotel employee should be so lucky that I didn’t get his name. Had I been given time there would be a lot more feedback than a simple online review. If I come back next year and am treated with the same disrespect you will see just how “little” I am.

If you are visiting this hotel, it’s wonderful and the property is absolutely stunning. There are a few renovations so be prepared for limited occupancy. The restaurants have great food and service at affordable pricing. I would highly recommend this property to anyone wanting to relax after a long day and not deal with the strip or crowds of people. And again, I’ve never had any issues with the staff here except...