Red Rock Casino Resort and Spa — Hotel in Summerlin South

From the day of check-in, we had been facing significant drainage problems in our room's bathroom. Unfortunately, the management and staff displayed a lack of sympathy towards our situation. Our trip to Las Vegas for a work convention. One morning at 6 AM, I went into the bathroom to start a bath and briefly stepped out to get my clothes for the day. Upon my return to the bathroom, I was dismayed to find water covering the tile floor. The bathtub drain was wide open, and as it drained, the water traveled up the pipes to the sink drain, leading to the sink filling up and overflowing, causing a mess all over the floor. At that moment, the water had been contained within the bathroom floor tile due to the tile trim that was installed to prevent water damage to the rest of the bathroom. I quickly gathered all the available towels, hand towels, robes, and any other absorbent materials to start soaking up the water. To prevent further damage and leakage into the room, I immediately called the front desk to request additional towels. Our main priority was to contain the water within the bathroom tile to avoid any seepage into the room's carpet, which could potentially cause further inconvenience to the guests beneath us. When the front desk finally answered the phone after my initial call at 6 AM, the representative answered as Sunset Casinos instead of Red Rock Casino. This caught me off guard, and I briefly thought I had dialed the wrong number. However, the representative quickly corrected herself by saying "Red Rock Casino”. I promptly explained the situation to the representative and requested towels. Surprisingly, the representative suggested that I remove all the sheets and bedding from the bed to assist in soaking up the water. I found this suggestion to be unacceptable, as my fiancé was still asleep, and I didn't want to disturb him by removing the bedding to deal with the hotels issue. I reiterated the urgent need for towels to effectively manage the water situation. However, she continued to insist that we use the bedding to soak up the water instead of providing additional towels to the room. Thank goodness that we didn’t use the bedding, as they would of just charged us for the so called “damaged bedding”, since they love to charge unacceptable fees, that were not our responsibility in the first place. Shortly after the desk representative states that she would notify housekeeping and that towels would be sent shortly. 15 minutes later, no towels, I called the front desk again to inquire about the delay. The representative on the phone stated that this is the first time being informed about the issue, despite calling the same number as before, and had no record of this situation. After an hour and a quarter, maintenance arrived with only two towels, and the water had spread to the carpet. We needed more towels, and we couldn’t bathe to get ready for our event, which we were late too. The security officers and staff even told us of drainage issues always happening throughout the hotel and that this isn’t the first time this has happened. We requested a new room, but had to move all our belongings again. They charged us $650.00 on our credit card for damages. We spoke to a manager, but she showed no empathy or apology for our situation. In the middle of the night the next night, fire alarms blared throughout the hotel due to a drunk teenager pulling a fire extinguisher off the wall and spraying it everywhere. The front desk did not show genuine concern or urgency in addressing the situation. During check-out, my fiancé requested to speak to the manager about the charge and the fire alarm disruptions, but she informed us she was not going to discuss this matter with us. Poor response to our drainage issues, unhelpful front desk staff, charges for damages that were not our responsibility, and the fire alarm. Then we were charged for candy that we never consumed. We had evidence in the form of photos showing the untouched snacks in the fridge, proving that we did not take any. On top of videos of the...

Review||We stayed at the Red Rock Resort in September 2024 for my step father’s 60th birthday. Upon check-in, I was asked if we wanted to upgrade our room, I asked the cost and was told “normally it would be an extra $400 but I can do it for you for $150” to which agreed. Later on in the conversation, I mentioned that it was also my partner’s birthday during our stay and the member of staff called Mercedes at check-in said “oh well you just as well upgrade for the extra $150”. When I checked out, I was given my final bill minus the deposit I paid and there were no issues, everything seemed in line with what I was expecting to pay and the upgrade fees were detailed on there which was in line with what I was quoted when I checked in. However, a few days following check out, I checked my online banking app to see that I had been charged $600 more than the bill I was given when I checked out of the hotel and more than I was originally quoted. I immediately called the hotel to query the bill I had been given and the customer service I received from the manager (Sage) was genuinely the worst I have experienced in my entire life. I explained what I had been quoted when I checked in and he did not listen to me and was incredibly ignorant, just saying “I can send you a copy of your bill” even though I had explained the bill I had received when I checked out. We asked him for an email address so we could send a picture of the bill and he refused to give one to us and was genuinely just the most unhelpful person I have ever spoken to. He also could not explain why I had been charged more money to my bank account than what my final bill stated and more than what I was quoted to pay for the room and the upgrade. Following this call, Sage sent a copy of the bill (which was dated 2 days later than I had checked out/2 days after the original bill I was given) and a copy of the agreement I had signed on check in which had the room broken down per night and did not have an overall total so was highly confusing to read after a long day of travelling from the UK. The agreement I had signed did not correlate with the price I was quoted at check-in and in hindsight, I should have checked this before signing. However, despite the agreement, the bill we were given on check out was the correct bill and matched what I had been quoted. We did not receive a response to our emails from Sage so called the hotel again the next day and spoke to a manager who was slightly more helpful called Sarah. Sarah provided us with her direct email address and agreed to review the bill we were given. Following this, we spoke with Sarah on the phone and she said that the final amount we had been charged to the credit card still stood and that they had missed a charge off the final bill that was given to me when I checked out. I have never been so disappointed in my entire life, we were misled at check in and have not even been offered a gesture of goodwill to compensate for the mistakes made by the hotel. I was incredibly upset on the phone due to being charged an additional $600 that I was not expecting whilst on the trip of a lifetime and there was no compassion shown. I would never stay at this hotel again or recommend it to anyone else as the...

We stayed at the Red Rock Resort in September 2024 for my step father’s 60th birthday. Upon check-in, I was asked if we wanted to upgrade our room, I asked the cost and was told “normally it would be an extra $400 but I can do it for you for $150” to which agreed. Later on in the conversation, I mentioned that it was also my partner’s birthday during our stay and the member of staff called Mercedes at check-in said “oh well you just as well upgrade for the extra $150”. When I checked out, I was given my final bill minus the deposit I paid and there were no issues, everything seemed in line with what I was expecting to pay and the upgrade fees were detailed on there which was in line with what I was quoted when I checked in. However, a few days following check out, I checked my online banking app to see that I had been charged $600 more than the bill I was given when I checked out of the hotel and more than I was originally quoted. I immediately called the hotel to query the bill I had been given and the customer service I received from the manager (Sage) was genuinely the worst I have experienced in my entire life. I explained what I had been quoted when I checked in and he did not listen to me and was incredibly ignorant, just saying “I can send you a copy of your bill” even though I had explained the bill I had received when I checked out. We asked him for an email address so we could send a picture of the bill and he refused to give one to us and was genuinely just the most unhelpful person I have ever spoken to. He also could not explain why I had been charged more money to my bank account than what my final bill stated and more than what I was quoted to pay for the room and the upgrade. Following this call, Sage sent a copy of the bill (which was dated 2 days later than I had checked out/2 days after the original bill I was given) and a copy of the agreement I had signed on check in which had the room broken down per night and did not have an overall total so was highly confusing to read after a long day of travelling from the UK. The agreement I had signed did not correlate with the price I was quoted at check-in and in hindsight, I should have checked this before signing. However, despite the agreement, the bill we were given on check out was the correct bill and matched what I had been quoted. We did not receive a response to our emails from Sage so called the hotel again the next day and spoke to a manager who was slightly more helpful called Sarah. Sarah provided us with her direct email address and agreed to review the bill we were given. Following this, we spoke with Sarah on the phone and she said that the final amount we had been charged to the credit card still stood and that they had missed a charge off the final bill that was given to me when I checked out. I have never been so disappointed in my entire life, we were misled at check in and have not even been offered a gesture of goodwill to compensate for the mistakes made by the hotel. I was incredibly upset on the phone due to being charged an additional $600 that I was not expecting whilst on the trip of a lifetime and there was no compassion shown. I would never stay at this hotel again or recommend it to anyone else....