Customer ReviewsforTreasure 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 ***** 

I am currently relocating to another hotel after flying in and staying in my Petite Suite that they placed me in the Accessible one and no jetted tub and old bathtub (small) and a nasty calcium build up handle held shower handle that half worked. This shower was so outdated it’s unreal. This is the way they treat our handicap folks. They should be ashamed. I went down to see if they could put me in the room I asked for and the answer is. We are booked up. I could put you in the King Tower for an additional $50. Better yet I can give you to queens and suite instead of your precooked king and suite. I told him no thanks for the effort. I am not paying more to make them happy. I cancelled. Think twice before using them. They will not try to come to any conclusions. The team of folks refused to give an email to the owner or to the next step up. I already have the info just wanted to see if they were protecting Earl. Thanks to Tanis at the Bell station for not assisting. Thank you Sade ******** for offering us to pay more money and Thanks to Earl ******* the Management the highest one in charge he states. Thanks for wasting my money and time. I will send these pictures to someone for review for the Handicap as well.

Dear Ms. *******, 

Thank you for sharing your feedback regarding your recent stay at Treasure Island. We apologize for the inconveniences and frustrations you experienced during your time with us. We strive to provide 100% satisfaction, and we regret to find out that this was not the case. 

We certainly understand your frustration, but we do have to mention that while we do try to fulfill all of our guest’s requests, unfortunately requests are not guaranteed. 

We are sorry to hear that our team's offer of a different room option did not meet your expectations or resolve the situation to your satisfaction. Our intention was to find a suitable alternative that would have met your needs; however, we understand and respect your decision. 

We genuinely value your feedback and will take this time to review our processes to improve our overall service. If there is anything additional, we could assist you with, please do not hesitate to contact us directly. We appreciate your understanding and hope to have the chance to restore your confidence in our hotel in the future. 

I’m a very disappointed in TI!!! This was my favorite hotel in Vegas. I first stayed at this hotel in 2008 after I redeployed from a 15-months deployment to Iraq. This time the TI experience was absolutely terrible!!!! I reserved the room based on the SHRM conference, which I selected a double bed. However, I decided I wanted to stay and extra 2 days and paid the deposit up front. When I arrived in Vegas the first day of the conference they clerk assigned me to a King bedroom. TI responded by saying I didn’t choose a bedroom therefore automatically put me in a King. That’s interesting because the clerk at check-in clearly saw the reservation for the SHRM conference and charged my card for those days and then charged me separately for the extra 2 days and said I didn’t have to change rooms, which I am thinking I have a double bedroom seeing how I paid the deposit up front. Once arrived at my double bedroom it was dirty and clearly housekeeping did NOT clean the room. My mom was traveling with me a pulled back her covers and blanket and the bed was full of potato chips crumbs. There were dirty Q-tips on the side of my bed. The shower curtain was dirty and had spots. The water in the sink was going down slow, which other people I talked to at hotel said their rooms were dirty and water going down slow in both the sink and bath tub. Plus the food is horrible! Plus you have to pay a double tip to get the bellman to take your bags up to the room, which was told to me by a guest, so I decided to take my bags up to the room. Poor customer service and the sad part I called the front desk to speak to the hotel manager and it was another person in a different department answered the phone and said the manager will call you back. I NEVER got a call back from the manager. Lastly, I remember back in 2008 the TI staff very nice and polite, but in 2023 very rude staff. Clearly this hotel did NOT recover from COVID19 shutdown. This hotel is now equates to Super 8 hotel. Stay away!

Dear Ms. ******, 

Thank you for sharing your feedback regarding your recent stay at our hotel. We are deeply sorry to hear about the disappointments and inconveniences you experienced during your time with us. We understand that your past positive experiences at our hotel have raised your expectations, and we regret that we did not meet them on this occasion. 

Firstly, we apologize for any confusion or miscommunication regarding your room type. We acknowledge that our staff should have been more attentive to your reservations and room preferences. We sincerely apologize for any inconvenience caused by this oversight. 

We are equally sorry to learn about the cleanliness issues you encountered in your room. It is unacceptable for our housekeeping team to have overlooked these matters and we apologize for the condition of the room. We have shared your concerns with our housekeeping management and will reinforce our cleaning procedures to ensure our staff pays meticulous attention to detail in room preparations. 

Your comments regarding the quality of food and the double tipping have been duly noted. We appreciate your feedback on these matters and will be sure to review with management. 

We regret any lapse in customer service you experienced during your stay. It is disheartening to hear that your call to the front desk did not receive appropriate attention or a follow up call from the manager. This is not indicative of the level of service we strive to provide, and we apologize for the oversight. This will be addressed internally to ensure that guest concerns are promptly addressed and resolved. 

We genuinely appreciate your feedback as it allows us to identify areas for improvement and take corrective measures. Once again, our apologies for falling short of your expectations during your recent visit and we hope you will consider giving us another opportunity to provide you the exceptional experience you deserve. Should you wish to discuss this experience further, please do not hesitate to contact us directly. 

I am a resident of Las Vegas, NV, I went to Treasure Island to enjoy my day to play slot machines. When I was there the heel of my shoe got stuck in the carpet that was cut about an inch deep, that was due to negligence of not taking care of the property properly. Because of this I have a broken toe and bruised body from the fall. Treasure Island is refusing to pay my medical bills, I do have pictures of the bruises on my body. I am 65 years old and this is how senior citizens are treated! I am not happy with the way they have treated me! I need my insurance for my health in the future, not for the fall caused by this negligence. I feel this is something that needs to be brought to the publics attention.

Dear Ms. *****, 

We truly regret this incident happened while you were visiting our property and we are sorry to hear that you were not satisfied with the solution provided to you from our risk management team. If you have any further questions or concerns regarding this incident, please contact Risk Management. Thank you. 

WORST EXPERIENCE EVER! I have stayed at multiple hotels around Vegas and treasure island is by far the worse of all of them! It is my first time here and decided to stay due to a bigger room size for a cheaper price that was supposed to accommodate our group. Checked in on July 29, 2022 and checked out July 31, 2022. I made a reservation back in February and called customer service to ensure we got 2 bed with a pull out couch, which was a petite suite. I was assured multiple times that we were locked in for the room, but once I arrive for check in I was told there was no more room available. The front desk said they gave me an "upgrade", but it was no where near one. The "upgraded" room was only a king bed with a regular couch, that was not even a pull out. There was NO WAY our group would fit in that room. I specifically chose treasure island for the convenience of fitting multiple people in the bedroom, but was frustrated when our reservation was not upheld. Why even take a reservation if the room we reserve is not available when checking in? It was too late to go to another hotel and had no choice but to keep the reservation. Additionally, I had another friend who booked a regular room after me, but was upgraded to the petite suite when they specifically told me they didn't have anymore! When I asked the front desk about this, all they said was "they couldn't do anything about it." Terrible. Terrible. Terrible. Also, in baggage claim, they pressure you about tipping them. When we dropped off our bag, the guy that was working the baggage literally asked for tip and was pressuring us about it, saying "tipping is expected here in Vegas" and reached his hand out. HOW TACTLESS. If I could give zero stars, I would.

Dear Regine,

Thank you for taking the time to contact the Better Business Bureau regarding your experience during your recent visit to Treasure Island. Our apologies for the inconveniences you experienced due to not having the type of room you booked. It is always a genuine concern to us when anything disrupts our guest's stay and we regret these irregularities for they misrepresent our commitment to providing the highest quality of excellent service.
The areas of concern have been forwarded to the proper departments for corrective action. Again we apologize for the inconvenience this caused.
As a gesture of goodwill we would like to offer you an upgrade to a future stay with us. We will send you an email with this information.

Sincerely,
Guest Relations