Suzie M.
Yelp
Disappointing Stay - Seeking Resolution
Checked into room 11006 today (5/3)
My recent stay at the Sahara Hotel in Las Vegas was regrettably disappointing, falling short of the standards expected from a well-known establishment. Having stayed at numerous hotels worldwide, the conditions and service here were notably subpar.
Upon arrival for a music festival that was later canceled, my sister and I were initially greeted by Rizza, a front desk representative who provided excellent service--she was empathetic and understanding of our distress due to the festival cancellation. Unfortunately, this positive interaction was the highlight of our stay.
Our room presented several unacceptable issues: stained walls, dirty carpets, unclean bathroom floors, and a non-functional TV. When we attempted to address these concerns with the management, hoping for a reasonable solution such as a room change or a cancellation of our booking, we were met with indifference. Despite the clear evidence provided (attached photos and videos), the hotel manager, Jennifer, repeatedly stated that refunds were against hotel policy and only offered a minimal 15% resort credit. She informed us that the hotel was at full capacity and no alternative accommodations could be provided.
The lack of effort to resolve our legitimate grievances was astonishing. As a professional in the customer experience sector, I find it unacceptable for a hotel to leave guests in an unsanitary room without attempting any remedial action, such as sending housekeeping. The response to our complaints was essentially that we were to be content with a substandard room because of hotel policy, which is simply not good enough.
Given these circumstances, I urge the Sahara Hotel management to reevaluate their customer service protocols and the effectiveness of their management at the front desk and beyond. A hotel's primary responsibility is to provide a clean, safe, and welcoming environment for its guests, something that was not achieved during our visit. I kindly request the hotel to reach out to me directly to discuss a fair resolution to this matter, ideally in the form of a full refund. This experience has profoundly impacted my view of Sahara Hotel, and I am hopeful that the management will take swift action to address these issues.