Polo Towers Reviews (%countItem)
Polo Towers Rating
Address: 3745 Las Vegas Blvd S, Las Vegas, Nevada, United States, 89109-4308
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Customer service and security are both non existent and these rooms are filthy, worst of all they allow guest to attempt to break into rooms!
I have been here since the end of November and the first room in tower 1 on the 19th floor was filthy and dusty. It made me and my wife break out in a rash. We had to switch rooms. Mine cleared up but she had to see a dermatologist. If it wasn't for insurance we would have exceeded $60-$80. We were moved to tower 2 on the 20th floor and into adjoining room where guests attempted to break in on multiple occasions on Friday Dec 13, 2019. My wife was alone. She heard men saying they were going to see what they could get their hands on next door. She heard the whole conversation and rushed to lock the door and call hotel security when they unlocked their door and tried to force their way into our room. She called Security and told them the men were trying to break in but security did nothing about it and suggested my wife call police and get an attorney. On Dec 14 around 2AM-8AM loud music cans from the same room and also smoke.... I reported it. Security did nothing and no reports were made because on Dec 15th when my wife called to report prank calls on our room phone Jasmine the hotel operator said there were no notes about any of the incidents... she brought this to the attention of the front desk manager Michelle who said we could pay to switch rooms. Of course we declined to pay to switch room types since they were negligent and grossly irresponsible in not dealing with these serious issues. They ended up charging us $20 without warning for God only knows what and are unapologetic about their lack of customer service and show no remorse for doing nothing about attempted robbery from other guests. Unfortunately they allowed them to checkout and for the next few days even today construction is going on and the phone in our room does not work. They can call us but we can no longer call out at all. If we need something we have to use cell phones or go 20 floors downstairs. We are guest of owners and have a total reservation of 4 weeks and it couldn't end soon enough. They refused to refund the points and refused to upgrade us to a private room but told us we can pay for it. Today is Dec 18 and as I type construction is going on right beside us and above us it is not a moment of peace around here.
I would like them to upgrade us free of charge to a private room on the highest floor at the end of the hall in a clean and quiet room away from noise and disturbances and refund points for the a full week of constant disturbances.
Re: Revdex.com Complaint Case # *** Consumer: ***
(Our Account No. ***)
Dear Ms.:
Please accept this letter as our formal response to your email dated December 19,
2019, regarding the complaint (the "Complaint") filed with your office by Mr.
*** against *** ("***").
After speaking with the resort regarding the issues referenced in the complaint, we
do see that they were all addressed at the time they were brought to the attention
of the front desk during Mr. stay. Regarding the allegations of the room
being dusty, Mrs. did not advise the front desk of her concerns until she was
contacted regarding her next reservation being in a different room. Mrs. was
also advised over the phone that if she had any concerns for her health due to the
dust, she would need to contact security.
Additionally, our security team was advised of the concerns with the neighboring
unit and they were not able to speak with the tenants of that unit but did suggest
that Mr. and Mrs. move to a new unit. Due to the number of days remaining
in their reservation, the front desk did not authorize a free upgrade to a 1 bedroom
but did offer a 50% discount on the rate if they would like to change to a larger unit
from their studio. Mr. and Mrs. declined, but did accept other compensation
for their experience.
Mr. was also advised that the $20 fee was for ordering packages to be
delivered to his room, which his confirmation letter has a disclaimer regarding.
We have found no evidence to support the allegations that Mr. was not
appropriately assisted on site when his concerns were appropriately reported to
the front desk. *** contends that no further compensation or any
reimbursement is warranted.
Sincerely,
Shelbey ***
Legal Assistant
Corporate Headquarters
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is unexpected due to the fact that it is false. No packages were delivered to my room, nor did I request such. The fact that I was in a different room after the first week is because of the dust and filth and my wife broke out worse than me so she saw the dermatologist who prescribed Doxycycline and topical Clindamycin for what we thought was a rash, but Doctor *** said it was insect bites, which is even more disgusting. It is not possible for something like this to go unreported to security! The attorney who responded to this complaint has obviously contradicted himself or herself. If I did not report these incidents to security then how or why did could I be compensated... to say that we my wife and I were compensated and no further compensation will be offered is an admission of knowledge of my complaints made to both the front desk and to security. The fact that the attorney for *** also admits that we were offered a 1 bedroom suite, regardless of an alleged or supposed discount, is proof that the offer was made for all of the reasons I stated in my complaint. Furthermore, it makes no sense that the guests in the room next door could not be found or contacted by hotel staff and if I did not make a formal complaint to the front desk and to security then how did staff know to attempt to contact the guests who tried to break into my room... also what was my compensation for all of the above? It is not listed by the *** Attorney because apparently his or her law degree did not afford them the ability to get their lies in straight.... no mention of Michelle, the front desk manager... no mention of Jasmine, the resort operator or Jennifer who switched our room due to filth and told housekeeping to be sure the next one was cleaner... no mention of the security supervisor we spoke with Cheyenne. At the very least *** owes a refund of points for this stay and also a refund for the doctor bill and prescriptions.
Re: Revdex.com Complaint Case # *** Consumer: ***
(Our Account No. ***)
Dear Ms.:
Please accept this letter as our formal response to your email dated January 7,
2020, regarding the complaint (the "Complaint") filed with your office by Mr.
*** against *** ("***").
*** takes the concerns of our guests very seriously and we appreciate you
bringing Mr. concerns to our attention and allowing us the opportunity to
review and respond.
If Mr. is requesting to file a claim regarding the alleged pest issue or dust
concern with the unit for reimbursement, it would be necessary for him to contact
our Risk Management team in writing. He may send written correspondence and
any documentation he would like to include with his claim to:
***
Attn: Risk Management
***
The Risk Management team will review Mr. claim and respond to him in
writing accordingly.
That being said, as Mr. accepted a $25 certificate and a late checkout as
compensation for his issues, we will not be offering any further recompense for his
concerns.
Sincerely,
Shelbey ***
Legal Assistant
Corporate Headquarters