They don't care about your safety at this hotel
11/01/2019 Ethan M, Washington DC, District of Columbia
We needed to stay in a hotel close to the airport in order to catch a 5 am flight from McCarran the next morning. When we first got to our room we noticed the noise from the street was pretty loud so ... more
We needed to stay in a hotel close to the airport in order to catch a 5 am flight from McCarran the next morning. When we first got to our room we noticed the noise from the street was pretty loud so we asked to be moved to a room that didn't face the street. We were moved to another room which was better, except that you could hear the planes taking off and landing very loudly, which was not mentioned when we were moving rooms.
Finally, we were able to fall asleep, only to be woken up not that long after am by another guest trying to get into our room. They had been given our room key by the front desk!!! Luckily we had closed the bold latch on the room door, but we were very startled and could not sleep well after and had to leave the hotel at 3:30 am in order to catch our flight anyway.
At check out, I raised this very serious problem with the desk agent who informed me that it had been his mistake. When I asked about at least a partial refund, I was told I had to go through Priceline since my reservation was through them. After a lot of back and forth phone calls with priceline and the hotel, I was finally informed that the hotel (which initially had no notes about the incident) declined to give any refund back to us after this terrible experience.
I know mistakes happen, but the least you can do is apologize and refund customers who are not able to sleep for fear of their safety and security while in your hotel and as a result of your mistake. less
GM_Front_Desk, General Manager at Best Western McCarran Inn, responded to this review
Thank you for sharing your review. While we are glad that we could help get you moved, we are sorry that the move was not properly recorded and our team again apologizes for that mix-up. Although we do not find there to be any particular cause for safety concerns, our team will review the incident to ensure that we are performing better in the future. Let us make it up to you with a superior stay here in Las Vegas.