Compensation Clinic: SLS Las Vegas Take 2

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SLS Las Vegas, part of Hilton’s Curio Collection, opened its doors earlier this year after very extensive renovations to the former Sahara hotel.

Compensation Clinic SLS Las Vegas

Something must have gone completely wrong, however, considering the number of complaints the hotel has received from the traveling public ranging from ultra small rooms, double billings to non-existing service.

You can access the SLS Las Vegas website here.

A LoyaltyLobby reader, who is also HHonors member, had booked the hotel on Hotels.com due to much lower price than on Hilton’s website (not unusual for this property).

Remember that you can always email me compensation cases that you have had with travel providers. I feature one new case every Sunday.

Here are the emails that the reader forwarded me:

Emailed Hotels.com customer service
====================================
Hello,

I specifically booked a room type of “World Superior King – High Floor” and paid a higher rate for this room at the SLS in Las Vegas. However upon checkin I was assigned a room on floor 6 which is the
lowest level of the 26 floors in the hotel.

Also the hotel charged me a second time for the room even though it was prepaid on hotels.com.

I am requesting compensation for the room type that I didn’t receive that I had paid extra for and also for a refund of the duplicate charges.

Response from Hotels.com
============================

Thank you for contacting Hotels.com regarding booking number #####.

We are sorry to hear that you were billed twice for the same stay. We will do everything in our power to resolve this issue on your behalf. Please note that we do not manage any of the hotels on our website and that we are solely a third party booking service.

I was able to confirm with the hotel that they charged you by mistake. They have agreed to refund the #### USD back to your credit card as soon as possible. It may take a few days for them to process the
refund. If you do not see anything within 10 days you may contact the hotel directly; their phone number is 702-761-7000. You are also welcome to call and verify that they will be refunding your cards.

As a goodwill gesture for your inconvenience in receiving the wrong room type, I have requested a Hotels.com credit coupon to be issued in the amount of 20 USD for a future prepaid reservation. The credit will be sent to you via this email address within 72 business hours and will contain a redemption code to be used at the time of booking and will be valid for one year.

We are unable to provide a refund for the resort fee, as it is collected by the hotel and noted both at the time of booking and in the confirmation email sent when the booking is made. We apologize for any
inconvenience.

Please let us know if there is anything else we can do for you. Thank you for using Hotels.com we appreciate your business.

Kind regards,
Expert Plus Customer Care Team

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

Contacting Hilton Guest Assistance
==========================================
Hello, I would like to express some concerns about my stay at the SLS Las Vegas. I booked the room on Hotels.com and specifically booked a “World Superior King-High Floor” and paid a higher rate for this room. I was assigned a room at check in on floor 6 which is the lowest floor of the 26 floors available! I had paid extra for a high floor and this was not provided.

I prepaid for the hotel on hotels.com and when I returned from my trip I found at the SLS hotel also charged my credit card for the room for the following amount: ####.  In addition to the Resort Fee.  This was on top of the prepaid rate I paid to Hotels.com for the room!

Overall the service at the hotel was a disappointment. From the long lines at check in and check out. To calling the front desk and being put on hold for 5 minutes only to be hung up on. Not being provided the room type I had paid a premium for and then only to find I was charged for the room twice!

I am requesting a refund for the duplicate charge on my Amex of #### USD. And I am also requesting compensation for the type of room that I booked on a high floor that was not provided and the overall inconvenience of being double charged. Again please note that I paid a higher rate on Hotels.com for the High Floor room type and this was not provided.

Hilton First Response:
=======================
Thank you for providing Hilton Worldwide with details of what happened at the Curio hotel by Hilton SLS Las Vegas, NV. We very much regret that you did not have a positive experience with this property.

Hilton’s policy is to give our hotels the opportunity to resolve issues like these. Please allow us up to three business days to review this matter and to get back to you. Thank you in advance for your
patience.

READ MORE: Compensation Clinic: Hilton Warsaw

Follow-up to Hilton:
=====================
Hello,

I am following up as 3 business days (5 full days including the weekend) have now passed and I have not received any response from the SLS Las Vegas.

This is yet another example of my disappointment in the poor level of service at this property.

Hilton Second Response:
===========================
Thank you for your email. I was sorry to learn of your latest disappointment.

Our records show that a response from the hotel is due to you by the end of today latest, and I will be following this up with the hotel later this afternoon.

Third email to Hilton:
========================
I am following up again as I have yet to receive a response and it’s been over a week now.

This is extremely disappointing coming from one Hilton’s premier 5 star properties. Especially the part about double charging and then not even responding at all after a week while the charge is still sitting on my credit card. That and not delivering the room type I had booked. This is completely unacceptable.

Would it be possible to escalate this issue to management and please advise when I can expect a response.

Thank-you.

SLS Response (over a week later)
==================================
Good evening

I wanted to follow up with you on your recent stay at SLS Las Vegas. I understand you were none too pleased overall, and for that I would like to deeply apologize for.

I see that you booked a World High Floor King and like you stated were given a room on the 6th level. This was an upgrade I assure you as it’s a room in the Lux tower, however I do apologize that you were
still given a lower level floor in Lux.

As for the double charge inconvenience, I am terribly sorry for as well. Have you received the credit back to your card as of yet? We’ve gone ahead and credited it.

Again I would like to express my sincerest apologies for you not having a great SLS experience. If there is anything at all that I can do for you in the future, I would be more than happy to assist.

Sincerely,

STYLE luxury service

ASSISTANT HOTEL MANAGER
SLS LAS VEGAS

Fourth Email to Hilton
==========================
After over a week I finally received a very short reply from the property today however I was very disappointed in the response and that no compensation at all was offered for this situation and the
inconvenience.

I travel frequently and I must say this is worst service I have ever seen. Truly unbelievable for a 5 star
luxury hotel.

Please advise how I can escalate this issue further.

Hilton Response
=====================
Thank you for contacting Hilton Guest Assistance. As per your request, I have forwarded your request to Management here in the Corporate office for them to contact you back. Please do allow them 3 to 5 business days to contact you as requested.

READ MORE: Compensation Clinic: Hilton Tokyo (Great Compensation!)

Final response from Hilton
================================
Thank you for your email. I was sorry to learn that at the time of writing your email, you still had not had a response from the hotel.

As a gesture of goodwill because of the slight delay in getting back to you, I am adding 15,000 points to your HHonors account now, from the Guest Assistance Dept.

On checking the file again now, the notes show that the hotel’s Assistant Manager, contacted you and offered you his sincere apologies.

He that he had processed the refund and offered you his help with anything you should need in the future. If you would like to take anything further he may be reached via the following contact
details.

Conclusion

There is something seriously wrong with this property that tries to convey being a 5* luxury hotel, but is ranked in the 120 level of the hotels in Las Vegas according to TripAdvisor.

The head of SBE Entertainment Mr. Nazarian, the company behind SLS hotels and the minority interest holder of SLS Las Vegas, had to resign from day to day operations of this Las Vegas hotel after Nevada gave him only limited gaming license due to being caught with cocaine on a recent trip to Mexico and having paid several million dollars as a hush money to some felons.

Let’s hope that Hilton can somehow get the SLS Las Vegas act together. On its current form, it is a very bad excuse for a supposedly five property.

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