Business ProfileforTreasure Island - TI Las Vegas Hotel & Casino, a Radisson Hotel

If I could give zero stars I would. I was upsold a room with false advertisement. I spoke with Kim who did the upsale & promised me a better room with a better view of the strip & a view of the sphere (which is what sold me). When I went to make the arrangement, I was told AFTER payment, that it was on a room LOWER than my original room & that I might only see a corner of the sphere. Upon entering the room, because it was on a lower floor than my original room, & in a corner, I got a WORSE view of the strip, literally only seeing the last corner end of it, & absolutely NO VIEW of the sphere. It also smelled like smoke throughout the floor & in the room. Had I known this would have been the room I would have saved my money and stayed in my original room. I’m a frequent traveler from out of state & love coming to Vegas. I usually stay at Paris but decided to give TI a chance & now that I have, would never recommend to a friend. When I asked about why I was up sold something based off false information & asked to speak with a manager, I was given the run around and a card to leave a review on trip advisor. The woman at the front desk called someone, an obvious manager, & asked what number or email she could give me so I could speak with someone about the upgrade I had just paid for then & there & was given the run around again & was only able to get the name of the manager “Ophelia”. I work hard for my money & hate to be upsold on FALSE advertisement. I go out of my way to travel far & enjoy the room I stay in. Especially after resort fees & upgrade charges. I hope TI can explain & reconcile the issue. Thank you for your time.

Dear Ms. *****,

I would like to sincerely apologize for the experience you had during your recent stay with us. Your feedback is invaluable, and I truly appreciate you taking the time to share your concerns.

I am deeply sorry to hear about the issues you encountered regarding the room upgrade. We take guest satisfaction very seriously, and it's clear that your experience did not meet your expectations or our standards. The miscommunication and the discrepancies in the room you were provided are indeed unacceptable.

I have personally reviewed your case, and I want to assure you that this does not reflect our usual standards of service. It is concerning to hear that you felt you were upsold based on false information, and I completely understand your frustration. I have already initiated an internal investigation to address the issues you've raised and ensure that such incidents do not occur in the future.

At this time, I have removed your upgrade charge from your folio. Please allow 7-10 business days for this credit to reflect on your account. I would also like to extend you a future Executive Suite upgrade for a future stay. This offer would be valid for up to one year, based on availability and is nontransferable.

Once again, I apologize for the disappointment you experienced during your stay at TI. We greatly value your patronage and hope that we can make amends for this situation. Please consider giving us another chance to provide you with the exceptional experience you deserve.

Thank you for your time and feedback, and I look forward to hearing from you.

Sincerely,

Nicole Bonilla
Guest Experience Director
Treasure Island Hotel & Casino

Thank you for your timely response and efforts to reconcile the matter. Although I appreciate the efforts with the $45 refund, I would like to ask for a full refund or an invitation for a free night stay, even if it’s the same room I initially paid for. As stated, I was sold on false advertisement/pretenses from one of the workers. I thoroughly did not enjoy my stay at TI as the room I got as an “upgrade” smelled like smoke even though I was assured it was a non smoking room. I left with all my belongings smelling like smoke. The room did not have an enjoyable view at all, especially compared to the room I had initially paid for. You can review footage & notice I do indeed stay in the room for the majority of my time there. I come from California so to go through unloading my things, settling in, being up sold on false statements, moving my stuff around to another room, I was not in a state to continue fighting for an acceptable room as it seemed apparent the worker who helped with the upgrade was just trying to send new along my way. I also had my nephew with me who came from out of state and wanted to share a good experience with me in Las Vegas. You can see how frustrating it all was. Again, thank you for your timely response and hope to hear from you soon. Thank you for your time. -Cristina *****