Palms Place Hotel — Hotel in Spring Valley

Palms place I’d like to start by stating that the whole reason we picked to stay off the strip was the accessibility to red rock and valley of fire which was our main objective for this trip. Palms place had amenities that met our needs (kitchen, bedroom, two bathrooms, pool for the kids, exercise room for us) at a reasonable price for Las Vegas on a moderately busy week. When we arrived on a Wednesday we were able to check in early, which was great, and were greeted by a bell man who offered to take our bags up to the room. That’s where the pleasantness of our stay ended. Thursday night, after going to eat and returning the hotel only had one elevator running so we, along with many other, waited around in the lobby for quite some time before getting a cart up. Friday morning we woke up to a very significant crime scene at the entrance of the hotel which caused it to be blocked off with no entrance or exit from the front of the lobby. That was not a concern, we actually figured that would be the case but the only way out was to go back up to the second floor, over to the Palms casino and exit from their property. That was relayed to us, and other guests by a security guard stepping in front of guests abruptly and asking them the obvious question of “are you checking out or trying to leave”? Well, that was obvious. We needed a key swap since ours was not working so my husband went to the front desk and managed to stand in front of the desk without any acknowledgment for some time, even though he was the only guest there. We moved on from that and went out to red rock for the day and hiked with the agreement to our kids that we would come back in time to go in the pool, even if it was only for thirty minutes. We did that! Got back in time, changed, headed up to the 6th floor with twenty-five minutes to spare! Once we got to the pool we were stopped and told they were closing the pool. I asked the lady who was in charge of telling us this why, if we still have twenty-five minutes to spare? She said she was aware of what time it was and they were closing anyways. No, “I’m sorry for the inconvenience, it’s incredibly windy.” Nothing. So disappointing, add to that, their gym was also closed but oh, you can walk over to the palms as use their gym. No thanks, the whole reason I would use this one was for convenience of being in my hotel. Every employee on the property had a role which was apparent but they were not willing to go beyond that. This morning before our departure, I called down to get a cart for luggage and it was going to be a thirty-forty five minute wait because the gentleman was on his own. We chose not to wait, but yet there were multiple employees standing around downstairs. I, in no way, expect to get catered to or to feel like I need attention but I do expect to have common courtesy and some type of accountability when we are paying guests at the hotel. We will not be returning to Palms Place in Las Vegas. Such an unfortunate experience during a memorable spring break...

I enjoyed my stay at the hotel to an extent. The room was rented through Airbnb so I left a review on Airbnb about the room itself. HOWEVER!!! When it comes to my security and well being I expect to be protected if I am on vacation and with XANTHOS as security I don’t believe anyone would get the proper protection or respect. I wouldn’t come back because of an incident that happened. My boyfriend and I got a cabana at the pool. They guy told us to choose a cabana that is EMPTY, so we did. We left our belongings in the cabana and went inside the water. After about 20 mins as we are getting out of the cabana a boy about 16-19 yrs old asks my bf if we had a wallet in cabana 8, my boyfriend says “yes”, with a confused tone, then the boy proceeds to pull MY BOYFRIENDS wallet out of HIS pocket. So from there my boyfriend is LIVID. Not only was his wallet in a total strangers POCKET, OUR BELONGINGS were missing! Shoes (DESIGNER SLIDES) and clothes, and instead of the family returning what wasn’t their belongings they obviously believed we wouldn’t find out. Cabana staff says the family was just in cabana 8 and they thought they left those belongings in the cabana. We tell security what happened and he says because the wallet was in his pocket he is going to be removed. WHICH WAS A LIE, HE WAS NOT REMOVED! They said supervisor of security was coming so I went upstairs with my bf because he was indeed upset as he didn’t know why his belongings were in another persons pocket, not knowing if pictures were taken of his ID and cards. I went back down alone to speak with the supervisor XANTHOS (WASTE OF TIME!!!) about my boyfriend’s concern. He basically said how do I know he wasn’t trying to just return your belongings. WELL, when someone wants to return someone’s belongings they turn it in as soon as they know it’s not theirs. I was then, bum rushed by family who said when the guy had the wallet they thought it was a charger they didn’t know it was a wallet! Sooo because you thought it was a charger you were willing to keep it?Sooo that means you examined property that you knew wasn't yours and only reason why you ended up returning the wallet is because you figured we would find out they had it because we were about to go back to our cabana. Mind you the pool was closing in 30 mins. XANTHOS was a complete WASTE! I definitely told him if he isn’t going to understand how I feel then he was a complete waste of security. I wish people would actually do their jobs and love it. Instead he said he put a flag on my room because of how I was acting because I was 1. UPSET and 2 DEFENDING MYSELF. He lied and said I went at the family member but camera will show they 3-4 of them walked up to me and got super rowdy! I spoke with other security and we became buddy’s while we were there lol. They were so understanding of my feelings and...

Where to even start. DONT STAY AT PALMS PLACE!!! Me and my wife came here for our wedding. The first issue we ran into was we had called a two days early to confirm our booking, and they did not have our reservation. We sat on hold with countless people before finally being able to verify our booking hours before check in. We had asked if we could do an early check in, and were told that couldn’t be done but the room would be ready for us at check in.

Check in says 3pm. We had drivers coming to pick us up to get to the wedding chapel at 6pm. Upon check-in we were told the room wasn’t ready yet. We sat in the lobby holding our luggage, wedding dress and suit, until 4pm when we asked again when the room would be done. We were told they had “just gotten housekeeping to the room and it would be another hour to hour and a half.” They had ZERO regard for the fact that we were getting married and now have no place to get ready. As a bride, this had my wife in meltdown mode. We ended up having to Uber to another hotel and get a room there to get ready in.

Then, we got into our room, and there was a room directly across the hall from us that had a water main burst. Water literally everywhere overflowing into our room. Again, were left in a situation where we needed to get ready, because we had show tickets, but couldn’t even shower because hot water was completely gone for days. We couldn’t take a bath in the suite we spent a fortune on. The bathtub was the main reason we wanted to stay at the room in the first place. Outlets were broken, televisions in the unit weren’t working. We didn’t have access to the balcony, probably a good thing because by the last day I was so frustrated I was ready to hurl myself over the ledge. The key cards stopped working multiple times, which caused us to continuously have to go to the lobby to replace. There is no room service aside from the one restaurant on location (The Laguna pool house and kitchen) and they are only open from 5:00 to 10:00 p.m. So coffee in the morning is out of the question unless you want to walk a mile to the main casino.

When we talked to the Palms about switching us into another room we were told no. They said there was nothing they could do. To fix the water, they just told us to leave the water running until the heat returned. So now we just had an humid room with faucets running in every sink however, the hot water never returned. They were extremely rude and unsympathetic about everything. We will NEVER return here and we come to Vegas often. Lost customers and bad reviews will be made everywhere. Every time we were in the lobby, there were others in line expressing similar issues. It was just one inconvenience...