Dave B.
Yelp
Beau 9-12 May
This experience was a disaster. You used to stand for elegance and professionalism. Your standards are gone, your staff are rude and condescending!
Let's see my room not ready at 3:20pm told people still in it, moved from gulf view on 25th floor to HVAC view on the 6th. Just start of the nightmare.
Staff Friendliness - If I'm late checking out I get the riot act, I guess that applies just to me. Put in a room I hated. View of the Gulf changed to a view of your AC units and roof. Keisha was all smiles to 2 previous guests, I walk up and there is no eye contact, no interaction, no smile or a please give me a minute. She just ignored me, let me stand there like an idiot and basically didn't like the fact that I was an older white man. Definitely felt discriminated and disrespected. I tried to interact, nothing! She wouldn't' give me one second of her time. So disrespectful and condescending. I went and got back in line and finally I got called the minute I did what she said. Again all about control. I tired to cancel a dinner reservation with her, again no smile, no positive vibes, nothing! Then I found out later she didn't cancel it either. I went to the managers office and waited a few minutes but she never looked up or got off the phone.
Check-In Experience
This was the first of 30 "I'm sorry's" I received from your staff. From broken elevators and 45 min wait (for 2 days), to cashier unable to checkin 1 guest for Lunch at your buffet in 15 minutes. Incompetence! Line of 50, no help if your Platinum or above. Being a diabetic I couldn't wait for a 2 hour check-in.
Guest Room
The bathroom shower was filthy. No attention to detail. Trim around shower base was yellow and it had been that way for months. Show some pride in your job.
Keisha. I would fire her! I experience disrespect, ignorance and discrimination. She was condecending and probably a narcissist. A power trip with her and with any interaction. I've managed thousands of employees, people like her bring down your entire organization. A cancer within your VIP team
Went to checkout this morning at 9:30 am, Sunday. Called for Bell help with my luggage, told there was no wait (9am). After 25 min, I just did it myself. Had my hands full with 4 bags. As a disabled veteran, it was uncomfortable and just another negative interaction with your staff.
Went to VIP to checkout, asked about comp for my in-house restaurant meal I had, told they couldn't do it even though it had been done that way for past 8 months. Young man told me to go find a Casino Host, I asked so I'm expected to trudge thru the casino with my bags trying to find a host? He said yes, I have to find a casino host. I told him just take it out of my comps, charge my card. At this point I just don't care. Elevator broken again this morning, so I got on at 6, elevator went up to floor 15 and then stopped at every floor. Only 1 person got on. Also aggrieved with the elevators. Seemed to be the topic of every guest getting on elevator and extremely frustrated guests that couldn't get on because it was full.