Don't stay here if you value your luggage
Written: Jul 31 '00
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Product Rating:
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Pros: none
Cons: Terrible customer service
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| grneyedcwboy's Full Review: Monte Carlo Resort And Casino |
Opinion Rating:
I remember the excitement building as the season wore on in my bowling league. We were in first place and at the end of the league the entire league was flying to Las Vegas to stay at the brand-new Monte Carlo! I was so excited! Finally, the league ended and our team was in first place. We were on our way to Vegas for four days and three nights.
A couple of the players on our league were in wheelchairs and special arrangements had to be made ahead of time so that they were guaranteed a handicap accessible room. Our travel agency confirmed all the special requests with a letter directly from the Monte Carlo. We were to arrive at 3:00 p.m. and have a shuttle (complete with lift for wheelchairs) waiting for us to take us back to the hotel. Then we were to check in and have fun. Well, here is what really happened.
Friday:
3:00 pm Arrive at airport and wait for shuttle from hotel for twenty minutes. When it gets there we have to send it away because it hasn't got wheelchair capabilities.
3:45 pm Second shuttle arrives...still no lift...Most of the league loads the shuttle and driver promises to send their handicap shuttle immediately.
4:15 pm Third 'shuttle' arrives in the form of a beat-up old van. Driver removes seats and has league members roll up the plank to the van.
No place to tie down chairs so members hold on for dear life.
4:25 pm Arrive at Monte Carlo. Time to check in. Wait in line for 1 hour before getting to front of line.
5:25 pm Get the news that we haven't got a handicap room available for the team members that need them. Some members get their rooms, others still waiting.
6:15 pm Finally all the members get their rooms, except for the handicap members.
7:00 pm A room is available for remaining members. A smoking room was preferred, but when they arrived, not only was it not a smoking room, it wasn't accessible.
7:10 pm Call to front desk requesting different room that is accessible. At this point, non-smoking is acceptable.
7:45 pm Bellhop comes with key to new room. Upon entering, members found room had not been cleaned. Members need to wait in lobby until maid service has finished.
9:00 pm Room is finally ready.
Saturday
Uneventful until dinnertime. Buffet coupons that were to be issued are not in our packets. After an hour of deliberating with guest relations, we finally receive them.
Sunday
All goes well
Monday
Time to depart 10:00 am. Shuttle to arrive at hotel by 9:00 am.
8:45 am Group arrives at front lobby to load shuttle.
9:15 am Still no shuttle.
9:20 am Shuttle arrives for members that don't require accessibility. Luggage is loaded. Members taken to airport.
9:24 am Shuttle for handicapped members arrives. Members are taken to airport.
9:35 am All members are at airport. Baggage is checked except for members that rode second shuttle. Their baggage was on first shuttle and is now on its way to Monte Carlo again.
10:00 am After frantically trying to get luggage to no avail, all members are on their way home.
12:30 pm Arrived at airport, went to claim baggage. Handicap members have no bags at airport.
On a side note, they got to the car only to find that their keys were in the baggage that was in Las Vegas. After a three hour wait for a family member to come with the spare keys from their house, they were on their way home.
Well, it was then time to track the luggage. The hotel couldn't find the luggage and neither could the airport. After three days of tracking, it was found at the hotel. Upon asking them to fly the luggage back, they said they couldn't. They were asked to take the luggage to the airport and they also couldn't do that. The airline informed us that the reason the luggage wasn't accepted for delivery is because of airline regulations. All baggage must be physically checked in by it's owner.
Phone call to mortgage broker that had just refinanced member's house. This certain mortgage broker happened to live in Las Vegas. She generously agreed to go to hotel, pick up luggage and take it to the airport. Upon her arrival, she stated that she was unaware of the contents but she knew the people that it belonged to.
Airport personnel opened bags and proceeded to toss out anything that was aerosol, including all colognes and perfumes, to ensure they were not explosives.
Luggage arrives on the fourth day after getting back. Damages and loss
came to approximately $400.00. This includes the cost of having the luggage sent back.
In conclusion, the Monte Carlo took no responsibility for the lost luggage and, in fact, stated that it didn't matter to them that the members were upset. I don't really need to go on. Here's hoping your trip won't be so memorable.
Recommended:
No
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Epinions.com ID:
grneyedcwboy
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Member: Teresa Whitaker
Location: LaCygne KS
Reviews written: 107
Trusted by: 101 members
About Me:
I have a tendency to show up here at the strangest times!
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