Pacific Northwest Waterpark Holidays

We booked a double bed room for 3 people about 3 months in advance for the weekend a Friday to a Monday. We arrived and were told there were no rooms with 2 beds. Crazy because we booked a double bed. They told us there was nothing they could do and they would UPGRADE us to a king room with a cot. I’m not sure how having 1 bed is an upgrade for 3 people as one is stuck sleeping on an uncomfortable cot with a sheet-not even a thick blanket a sheet for the night. When we paid for 2 beds. Then we had to switch rooms the next day to a double room that opened up, now this took time out of our day and trip when we were there for a convention so we were very busy to begin with. When we got to the room it was not what we expected. I have photos, the bed frames were scratched up and worn to the point you could see the fabric underneath the leather, the dresser had finger prints all over it and smudges, the bathroom had hair in the drain and stains on the wall by the shower. I was reaching out the customer service all weekend AND for a week and a half AFTER we returned home and nobody could or would help. They just kept saying someone will reach out to you. Extremely disappointed and frustrated that this was my entire Las Vegas experience for the first time ever visiting. I feel I was not listened to, thrown into a random room and then ignored for my concerns.

They only cleaned my room and made my bed on the first of four days, staff actively hid and/or run away when I tried to ask anything at the front desk, and sheets and pillows were very stained. The pool is great though.

I understand there are policies and procedures that staff must follow, and I appreciate that. However, it’s perfectly acceptable to ask clarifying questions when something isn’t clear. I also recognize that front desk staff likely encounter argumentative guests on a regular basis, and I can appreciate the challenges that come with that. That said, my experience during check-in was disappointing. The interaction felt very dry, short, and robotic. Rather than feeling welcomed, I felt as though my questions were being dismissed. Additionally, the explanation of what could not be done came across as overly rigid and lacked the warmth and professionalism I would expect from someone in hospitality. Customer service is often defined not only by the answer you provide, but by how you deliver it. Even when the answer is “no,” it can still be communicated with empathy, patience, and a genuine willingness to help. Unfortunately, my check-in experience left a negative first impression. Based on that interaction, I would be hesitant to stay at your hotel again.

No coffee machine in rooms unacceptable that is a big downfall and won't stay again

This is our favorite and go-to place as we do not gamble and the location is unbeatable. Would appreciate some kitchenware rather than having to request from housekeeping. Brought our own paper plates/cups etc just for microwaving leftovers.

The Venetian is a beautiful world of its own! Sooo many amenities, restaurants, stores, entertainment, etc…you’d never have to leave for a week!!! Gorgeous place!!!!

Walked in the room and walked out Room had roaches and mice walking around Blanket looked dirty The room had an awful smell The worker offer another room but it was the same The picture on the website showed a nice looking place but once you see it real bad

Room was clean, staff was friendly, and just overall nice