Resorts World customers frustrated after snafu reservation at luxury hotel

A local couple did not understand why their luxury hotel room reservation in Crockfords failed at the newly opened Resorts World and why they only found out about this fact on the first day of their reservation.

All they know is that they are now staying at the Hilton Conrad hotel and they are not happy with the way things have turned out.

“Last night I checked in using their digital recording, got an email that said, ‘You are checked in at Crockfords’,” said Alex Chapman, a Las Vegas resident who was celebrating his 35th birthday with a stay at the new resort. “And this morning, I registered my digital key, and she said,” Register at Conrad. In addition, we charge you an additional $ 100. “

They may not be alone. A travel vlogger named Travel Ruby and her husband complained in a live YouTube broadcast on Friday that, like the Chapmans, their Crockfords reservation was also changed at the last minute to a Hilton Conrad reservation without their knowledge .

Resorts World opened to the public at 11 p.m. Thursday as the first Strip resort to be built in a decade. It is not clear how many rooms are open at its three Hilton hotels. Crockfords is the property’s upscale hotel with 236 guest rooms and suites, private entrances, and tailor-made guest services.

Resorts World executives said in a statement to the Review-Journal that Crockfords is open in limited capacity as staff are “putting the finishing touches on a few suites,” but several guests say they have been told by employees otherwise. of the hotel.

“We have seen very strong demand from Crockfords and will continue to release additional inventory after the opening,” the statement said.

A spokesperson declined to answer further questions about room availability, potential guest transfers and accommodations.

The Resorts World booking page on Friday said Crockfords bookings were “unavailable” until July 12. The Hilton website also said that no Crockfords rooms were available until that date.

A representative from Hilton forwarded a request for comment to Resorts World.

“Resorts World Las Vegas is independently owned and operated property and we cannot speak for the hotel,” the representative wrote in an email.

The Chapmans have decided to take the Conrad room. In a phone conversation Friday night from their Conrad room, Alex and Katrina Chapman said they received conflicting explanations from the staff at Resorts World throughout the day.

The Chapmans said hotel staff told them Crockfords was open – their room just wasn’t ready. Alex Chapman said it might make sense, as he’s noticed people in the elevators at Crockfords.

“We came here and the first thing I asked of the people checking out Conrad was what was going on with Crockfords, and she had no idea what I was talking about,” recalls Alex Chapman. “And I said I heard it was closed. There are no bedrooms. She says, “No”, but not the room we reserved. “

But after Katrina Chapman contacted Resorts World on Instagram to complain about their reservation, Alex Chapman received a call from an employee who said the hotel was “completely closed.”

“That not a single human was left in there, that they couldn’t finish the construction on time,” said Alex Chapman.

“He said it over and over again,” added Katrina Chapman.

“No one was staying,” Alex said.

Travel vlogger Ruby said on a live broadcast from the hotel’s pool complex and their Hilton Conrad room on Friday that she and her husband had learned something similar. She said she and her husband did not find out their reservation at Crockfords had been canceled until they arrived at the registration desk on Friday.

“They let us in the lobby and she said, ‘We have a room for you at the Conrad,’” Ruby begins, “and I’m like, ‘I’m sorry? And they were like ‘Nobody contacted you?’ “

“No?” she continues: “They’re like” none of the Crockfords rooms are ready at all. None are ready. There are no Crockfords rooms at this time.

Mr. Ruby adds: “They told us that Paris Hilton was staying here and even she was not.

The couple said they were offered an additional suite for their next stay at Resorts World as they had not been contacted about the change to their reservation.

The Chapmans believe their weekend could be a lost cause.

“It’s supposed to be three levels of beautiful rooms. So we paid for the beautiful, ”said Alex Chapman.

The staff there were nice and helpful, said Katrina Chapman. Although the couple feel like they’ve taken the tour, they are trying to make the most of their stay, she said. They just want to know what happened.

“I still have no idea,” said Alex Chapman.

Contact Mike Shoro at [email protected] or 702-387-5290. To follow @mike_shoro on Twitter.

About Michael B. Billingsley

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