Palazzo Resort Hotel Casino, Las Vegas

Loved Jersey Boys! But, I had an expensive watch stolen by Housekeeping and the Palazzo refused to take responsibility. I had to continuously call them in even though after reporting it I was told I would be contacted immediately. It took 5 phone calls and 3 weeks before I got a response from them stating there was no "negligence" on their part! Seriously?! So be careful if you accidentally leave anything of value in the room as it will be gone and the Palazzo will do NOTHING!

My mom had received an offer from the Grazie program for a complimentary 3 night stay and $50 of slot play. I was so excited and when we got to the hotel, I was astonished. My dad decided to do valet parking so we waited for a valet to help us, which took about 15 minutes. When we got in, I loved the smell. It was so fresh and natural! Once we got in the room, we unpacked most of our stuff since the rest of our luggage was to be delivered to us. 40 minutes passed and my mom called the lobby to ask when they were going to deliver our luggage since they said it would be up in 20 minutes. They eventually came and we went out to eat dinner. We got back and we needed towels and it took them an hour to deliver them. The hotel is gorgeous but the service can sometimes be... crappy. But, we're going to visit again, unless we stay at the Venetian.

Long line at check-in, room was beautiful, large and well appointed, that was the good part. Traveled with my 16 year old, you have to walk through the casino to get anywhere, including your room. Stopped for ATM in the walkway of the casino and was told by a guard to get my child out and then he spoke to her and asked her to walk over by him while I was getting my money from the ATM?? That sounds safe in vegas, let's put a 16 year old girl out of sight from her mother. They also wouldn't let her stop and talk to someone that I knew, by the bar and told her to keep walking, which meant I couldn't talk to this person either. The pool closed at 6pm, so after a long day, couldn't even go swimming with her. Then after paying a resort fee, we were told she was too young to even use the spa facilities. We had a late flight and spent the aft by the pool and then when going to find a place to get ready for our flight, shower, etc, we were told there was no locker or changing room, nor a hospitality suite and if I wanted to shower at the spa area I could, but she would have to wait outside in the hall for me to finish?? Are you kidding?? We ended up going into a bathroom and using papaer towle and soap from the faucet to have a sponge bath before leaving, ridiculous!!!! I have stayed at 5 star resorts around the world, there is always an area to freshen up before your flight, all I got from the personnel there, were shrugs of their shoulders, excuses and my daughter felt as if she wasn't wanted and didn't exist. I sent in comments to the website and we'll see if I hear back. Why don't these type of places realize that the 16-18 year olds, are their customers of the future and how they made her feel, will certainly not make her remember Vegas or this resort in any kind of a good light. If only their customer service was as great as their rooms, they'd be incredible, as it is, I have WAY better service at 3 star hotels, than I had at the Palazzo.

I recently stayed at the Palazzo Resort Hotel for a business conference from Oct 26 thru 30th. The rooms are exactly as they appear on their website. They have three TV’s, a safe, a copier/fax, and a minibar. If you want a coffee maker you will need to stay at another hotel or bring one with you. They will tell you to buy coffee on the casino level. If you have medications that need to be refrigerated you will need to bring your own cooler and good luck finding an ice machine. The views are great from the rooms. If that is all you want for $222/night, then the Palazzo is what you are looking for. You could, however, have similar accommodations with better customer service and coffee in the room at a nearby hotel for about $40/night. You just have to give up the view from the room. If you are attending a conference, the walk to a cab and the conference from a nearby hotel may be much shorter than a walk to the conference from a room in the Palazzo. When you arrive, expect that there will be problems with the reservation. The desk clerk will offer to upgrade your room to the exact same room you were paying for. Don’t ask the desk clerk about the room because they really don’t know. They will answer your questions, but they will probably be wrong. The desk person told me that the rooms did not have irons. My rooms had an iron. It was broken and leaked water all over the place, but there was one in each room. They will provide you with key cards and a crudely drawn map to get to your room. You will have to take your luggage about ½ mile through the casino and past a security guard to get to the elevators to the room. If your key card doesn’t work, the security guard will not call anyone to let you into your room, but will direct you back to the front desk. If you are looking for something to eat, the security guard is not familiar with the restaurant hours or menus. There are two Lux Restaurants, one in the Palazzo that closes around midnight and another in the Venetian about 1 mile away. The food is really good but it will take about 45 minutes for a chicken sandwich for about $14.00. If there are any problems with the room like two of the three TV’s are not working, like with me, they will send someone to fix it. He will probably be rude and put out for having to come to your room, but you really don’t have to talk to him. The TV’s don’t all get the same channels. They may even change channels all on their own, but you can always change it back with your remote. As part of your room package, you will have access to the spa, pool, fitness center, and a daily newspaper. After four nights, I couldn’t find any of these amenities. When checking out, the desk manager told me that there are two binders tucked away by the mini bar that explain about the amenities. There is a safe in the room that I found on my last night, but I couldn’t figure out how to use it. If they need to move you to another room, do not let them move anything that is breakable. They manhandled my laptop and destroyed it. The only recourse you have is to complain and you will be told that your experience “is not typical of others who stay at the Palazzo.” Internet is included with the resort fee, but be prepared for the computer glitch that will require you to accept charges to get online. The front desk will tell you to accept the charges and they will be removed when you check out. Just remember to make sure they remove the charges as they might forget. If you decide to give the hotel manager any written comments before you leave, he will tell you that he will forward the comments to the appropriate departments. He may even give you a business card with his email address. If you write, be prepared for him to ignore it and not respond. The Palazzo website also has a comments email which will get the same treatment.

1.PRICE?TO HIGH.I am going back soon BUT .I am willing to look aroud the strip..2 bering all you money with you.3Prom NOT good??????

I walk in the place it is nice but over prices .We will come to las vegas BUT not there....

We booked 3 suites for a Girls' Weekend and the hotel was the only disapointing aspect of our stay. Though we had booked far in advance, in order to get our rooms on the same floor as we requested, we had to wait long past the initial check in time. They were uncaring and unapologetic about the fact that we couldn't get ready in our rooms in order to make our show reservations that evening. The rooms were spacious but tired. Handles were missing on the chipped furniture and the lock was irreparably broken on our safe. The man who tried to fix the safe was not only unsuccessful; he was not helpful and very unfriendly. The day we checked out, we asked for a late check out. We were denied because they said they were booked. When we reminded them we didn't get to check in at the normal time, they told us we had until noon to get out. I called the hotel on my cell phone and was told they did have available rooms so not only are they rude, they are dishonest. I am a very nice person and usually get great service. It's not as though we caused any problems or were even drinking. There was absolutely no reason for their terrible service but there it was. The only good thing about the hotel was the Canyon Ranch Spa. Though the restaurant manager messed up our gift cards and tried to tell us we had already used a card we had not (he eventually figured out it was his error and apologized), the massages and the facility were very nice.

If you want a quick check in, then Palazzo is not for you. If you want a clean room, then Palazzo is not for you. If you want accommodating hotel stuff, then Palazzo is not for you. If you want a simplified bill at check out, then Palazzo is not for you. If you think that you are getting a good deal for 650sf room, think again. There is a reason why it is so cheap. The reason is there is NO room or customer services. We are no strangers to Vegas and this is the worse service we ever received. I will go for smaller room with good service any day of the week. We won't stay in the Palazzo any more if it was last hotel on the strip.

The worst hotel ever!. Overpriced. Customer service does not exist. The management is clueless and unhelpful. Would not recommend to anybody who values their time and money. D-

We had to have housekeeping come up as soon as we checked in to have the prior guests toe nail clipping vaccumed up. They still missed a few. We used the wine glasses in the room on Thursday night and the dirty ones were never replaced or cleaned the rest of the stay. Unlike a true 4 or 5 star property their is no attention to details. We liked the Bellagio much better for this reason. The hotel also charges a $19.00(tax included) resort fee that includes a paper. Don't expect it to be outside your suite door or available in the lobby, you'll have to get dressed and wait in line at their coffee shop. Finally, I did not expect them to charge $150.00 to my debit card. $600.00 total for the trip. The unused $487.00 takes about a week to get returned. You get this shock at check in. (Or you can't charge to you room.