The Palazzo, Las Vegas

We are shocked at the number of bad reviews. We checked in right away, hardly any wait, maybe 5 minutes. The woman at the counter was very informative and gracious. We had a room on the 43rd floor and the view was amazing. The room was clean, top to bottom. The staff was very professional including housekeeping who made a point to tell us good morning when leaving each day. The casino was great....well we were winners, ha! We ate at I Love Burgers, Tao and Sushi Samba. The food was great along with the service. We have stayed at Encore and loved it, never thought we would find an equal or better hotel. Not only was Palazzo better, it's our hotel of choice and we love love love Encore. We would recommend this hotel to anyone interested in staying at a high class hotel with awesome amenities, restaurants and strip location.

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 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.

NOTE: The rooms at the Palazzo are esentialy the same as those at the Venetian's main tower. Beyond that, the Palazzo's casino is smaller than the Venetian's but this isnt a big deal because should you choose to gamble at the Venetian, it is just a 2 minute or so indoor-walk away. The nicest part about the Casino is how much of it is nonsmoking, I loved this. Room prices are competitive and thus stay pretty low. If for some reason the Venetian has lower prices in the main tower (do not ever stay at venezia, which is one of its secondary towers) than at the Palazzo, take the deal at the Venetian, the rooms are nearly identicle, i promise! One thing that really left a negative impression on me was one time i called housekeeping to get an additional pillow, they told me i would have to wait for up to an hour because of how large the complex (Venetian and Palazzo share their staffs?) was, i didnt understand why i had to receive second rate service just because of their poor logistical ideas.