Author: Kevin S.
Date of Trip: October 2010
My wife and I decided to have a romantic weekend to ourselves instead of watching our grandchild every week. I booked a weekend trip to stay in Laughlin, Nevada through hotel.com. The hotel that I booked our stay at was the Aquarius Casino Resort. When we arrived at the hotel, I went up to the front desk and tried to check in. I handed the female desk attendant the booking number, but she told me that all she needed was my name which I gave her along with my driver license and credit card. She was unable to locate our reservation information. After standing at the front desk for approximately fifteen (15) minutes I asked the lady to call hotel.com to get the information. She informed me that they don’t do that, but if all fails and they can’t find my reservation information then I can pay for the room and I can ask for a refund with hotel.com when we get back home. I informed her that the reservation through hotel.com was already paid and I am not going to pay again for the room. I then got on my cellular phone and called hotel.com myself and told them what was going on which they told me they would take care of it. After another fifteen (15) minutes, the front desk clerk said “Oh, here it is, I missed spelled your name”. She even had my driver license and my credit card during the whole time this was going on. A total of approximately thirty-five (35) minutes standing at the front desk to get this reservation taking care of.
We paid for a Panorama View of the river and One (1) King size bed. I asked the lady if the hotel had a full hotel and her reply was “No, about one-half full” so I asked her if we could get an up grade for our troubles, just a great view of the river. She said “OK”. When we got up to our room, the view of the river was a view of the parking garage. When checking out, I informed the lady at the front desk that this trip was a very bad experience and all she had to say was “Sorry, it happens some times.” I also left a review with hotel.com and they have yet to post it on their hotel review. I feel that hotel.com will not post it. Remember, this was supposed to be a Romantic Weekend. The stay at the hotel was a nightmare. The customer service at the Aquarius Casino Resort gets a “F” from us.