Compensation Clinic: Hilton Curio Collection SLS Las Vegas Hotel & Casino

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Hilton Curio Collection SLS Las Vegas opened its doors for business on August 23, 2014, and has had quite a rocky starts based on the TripAdvisor reviews that I have read.

Compensation Clinic Curio SLS Las Vegas

This is basically the former Sahara hotel that was closed down and went through extensive renovations., but there is only so much you can do with old structures.

You can access Hilton’s web page for Curio Collection SLS Las Vegas here.

Here’s the email from a LoyaltyLobby reader:

1) Arrival at the hotel – I was refused at the VIP check in desk. There was no HHonors Diamond priority check-in, and there were several counters open (all busy). I was under the impression that priority check in is a Diamond benefit;

2) Room assignment – I asked about a room upgrade, and was told I was upgraded to a Suite. Upon arriving in the room, I noticed it was very small – definitely not a Suite. Tried to call “Guest Services” twice from the room telephone, but both times there was no response until the call got disconnected. Went downstairs to see the same manager that checked me in, and she told me that I had a standard room booked and that’s what I had. I did not have a standard room booked to start with, I used a HHonors Premium Room Reward, and had a premium room booked (not a suite though). I was then given a suite. When I complained to the hotel’s guest relations manager about this situation, she told me the reason was that I booked my room on a 3rd party website, which is not true – I booked on Hilton.com.

3) Diamond Free Continental Breakfast – They give you a $15 credit per day for a coffee shop located at the lobby. This is ridiculous, and can’t be considered a “free continental breakfast”. To illustrate my point, buying a coffee, bottle of water and croissant already costs more then that (around 18-19 USD).

4) The hotel does not have a buffet breakfast during the week. This is the first hotel I stay in more then 5 years that does not have a breakfast buffet. How is this aligned with Hilton’s profile? Even a Holiday Inn Express or Motel 5 has hot breakfast.

5) Billing issues – there are a lot of TripAdvisor reviews complaining about billing issues. When I got my folio, there was a $ 48 charge labeled “Package”. The receptionist could not tell me what that was, and obviously I did not pay for it. I told her that a lot of people would have paid that without realising it, and they should be more careful with the bills. She told me “you can check the bill if you want”. Very rude.

All this leads me to believe this hotel is not very up to the Hilton standards. The only reason I booked it was because it is part of Hilton, and I expected much better service and definitely some Elite recognition. I request a compensation of at least the amount of points required for a stay in a hotel of the same category, I believe it is 60000 points.

Solution

The reader had received a Be My Guest certificate (read more about them here) for these issues at the SLS Hotel in Las Vegas.

Conclusion

I have stayed at the SLS in Beverly Hills part of SPG (or as a matter of fact it is “bordering” Beverly Hills but located in Los Angeles) and have been satisfied with the stays.

If you read the TripAdvisor reviews (access here) about this SLS Las Vegas, they are just horrible. It seems that the rooms are really small, the internet doesn’t work, the housekeeping is not up to their job, there are mysterious charges on guest folios, Hilton elite treatment is non-existent etc.

I certainly wouldn’t like to stay there based on the reviews considering all the good options on Las Vegas. The manager, who replies to the negative comments, seems to have somewhat of a cocky attitude too.

Good that the the reader was able to get a be My Guest certificate out of his miserable stay.

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