During my recent stay at The STRAT, my experience was a mix of positives and negatives. Upon arrival, Todd at the front desk provided fantastic service, welcoming us warmly and assigning a room with a great view. His professionalism set the right tone, and he truly made us feel like valued guests.
Unfortunately, the positives ended there. Our non-smoking room had a strong odor of cigarette smoke. When we contacted the front desk, we were directed to Cassandra, the manager on duty. Rather than addressing our concern with empathy, Cassandra responded defensively, offering little in the way of a solution. After some back and forth, we were given a choice between a $50 food and beverage credit or a resort fee credit of $50.59 (yes, just $0.59 more). This "resolution" felt dismissive and unprofessional, especially when we were looking for more meaningful accountability.
To add to our disappointment, the hotel advertises 24-hour room service, which simply didn’t exist. As frequent travelers and executives, we were surprised by the lack of attention to service and leadership at The STRAT.
While Todd’s excellent customer service deserves recognition, the overall experience left much to be desired. I hope management takes steps to improve their guest services and ensure future visitors don’t encounter similar issues.