Sahara Las Vegas

My husband and I came to Vegas for @TheStellarAwards and to celebrate our 30th Wedding Anniversary which is tomorrow 7/24. We checked into SAHARA Las Vegas on 7/17 and are scheduled to be here until 7/26. When we first got to the floor of our room, it smelled like strait sewage. I immediately went to the desk and advised them. They said they would move our room the next day as they were currently sold out for the night. Thursday comes, they have a room for us however, it’s not cleaned and ready. I explain that I have events all day so we’d be returning late. We get back around 11:30pm only to find out that their systems were shut down due to the worldwide glitch. Thankfully, because we started the room process that morning, they already had a room assigned for us. They take us to the room, because they can’t make keys due to the outage, and someone is already in the room. 🤦🏽‍♀️ We go back to the lobby and wait for them to find us another room. Because of the inconvenience they placed us in the penthouse suite they have on the top floor. (Now mind you the systems are still down) On Sunday, July 21st, the systems come back online. Due to the glitch, (unbeknownst to us), our reservation had been canceled and they had us checking out on Sunday. I only found this out because we tried to do a room charge and our name wasn’t in the system. Now, they once again have to charge my card for the remainder of the stay which is fine. Life is good and we finish dinner. On Monday morning we wake up and there’s no water in the room to take a shower, wash our hands, etc. We alert them and after an hour or so the water is back on. We go out for the day and return. Once again our room keys are not working. They give us new keys yet again . Today, Tuesday July 23rd, we lounged around and then went to the pool. We get up to our room and the keys don’t work. We go down to the front desk again, just to be told we were scheduled to be checked out today. Once again, I show them my reservation confirmation and they again apologize. Now, in the midst of all of this, they tell us there’s a water leak in our room so we have to move. We say, “what leak, there’s no leak in our room.” To which the reply was, “it’s leaking underneath your room to the floor below.” The manager then says, “you’ve been in that room for 5 nights and you need to change to a different room type.” It is 5:40pm and they tell us we need to pack and be out by 6pm. I explain there’s no way that can happen as we’re here for 9 days and no way we can pack that many clothes, take a shower (as we just left the pool), and be downstairs in less than 20 minutes. I then asked what type of room they’re moving us to and they say, “another suite but not like the one you just left because the other one is already taken. However, because of the inconvenience, we will comp the remainder of your stay.” (Mind you, it’s only 2 nights because Sun - Tues were comps already.) They also comped the food and beverages that were already on the bill. Great! Now, the woman manager added an additional food and beverage credit for the inconvenience of having to move yet again. We go upstairs and begin to pack and get ourselves together to move. Once I’m finished, I go back downstairs to inquire where the new room is and to confirm what I was told prior to going upstairs. I ask to speak to the woman manager I believe her name is Jennifer, but she “wasn’t available”. Mitchell, another manager, comes out and I proceed to explain the situation again to him. He then proceeds to tell me they’re going beyond what they would normally do, but would honor what I was told by the other manager. He then proceeds to tell me that the food and beverage credit was already used. I explain that she just added it so it’s impossible that it was used. They did add a food and beverage credit on Thursday evening for the inconvenience, so of course that was used. However, the current comp had not been. He then tells me he will not add another credit to my account even though he had just said, “we’ll honor everything we told you, you would get.” Now my pressure is going up. I’m already upset that we have to move, but now Mitchell is reneging on what was already promised. He said my casino host, @Patrick Belica Evans is the one who told him what to do. I don’t believe him since I was texting Patrick as I was standing at the front desk with Mitchell. I walk away and go back to my room to finish packing. I get back to my room and just happen to look at my bank account which was still opened from me showing the week was already pre-authorized to now seeing another authorization hold on my account. Now I’m seeing red!! I go back downstairs and ask why there’s another hold on my account and the young woman goes and gets Mitchell once again. He says, ”it’s common to take a pre-authorization hold when you check in. I explained once again and also show Mitchell that the hold was already taken on Sunday. I ask that they reverse the hold and he proceeds to tell me he can’t see the hold in the system which is why he took another one. I’m physically showing my account so he can see it and he ignores it and says, “I understand what you’re trying to show me but I don’t see it.” I ask who the GM is and he tells me it’s Paul Hobson. I ask to speak with him and Mitchell tells me he’s on property but unavailable as he’s dealing with another hotel guest. I tell him I’ll wait but Mitchell tells me Paul won’t be available to speak to me at all. I advised I’d like to speak to Mr. Hobson before I leave the property on Friday. Mitchell emphatically and rudely told me that I will Not be speaking with Mr. Hobson as he won’t be available. I asked Mitchell for his last name and he rudely told me he didn’t have to give it to me and he would not. As I returned to the room to help my husband with the luggage, they had already left the room. I ran into a maintenance worker and randomly asked about the “leak” under the room. He said he wasn’t aware of any leaks. 🤬 At this point, I want my money back and what was promised to me. I’ve been coming to Vegas and staying at the SLS/Sahara for years and have never been treated with such disrespect. 𝙎𝘼𝙃𝘼𝙍𝘼 𝙇𝙖𝙨 𝙑𝙚𝙜𝙖𝙨 please fix this situation. I refuse to let this spoil my anniversary!! Read less

We stayed from July 14 to July 18. We booked 2 rooms with queen size beds 2 weeks ahead of time. We are regulars and me and my husband are elite members of sahara. They said they can only give us 1 room with a king bed and 1 room with double beds. The room was hot the whole stay. Temp of room stayed at 74 would not go down. Called for 6 towels did not allowed us even if we have 2 rooms towels never showed very rude person we spoke to on the phone. Handicap restroom was horrible the water kept spilling outside to the toilet which is why we always needed towels. Only good thing out of the stay was a kind and considerate receptionist Lizanne who compensated us for the mishap for the rooms. Our last stay in February was also crazy fire alarm in our room. We evacuated the building then went inside and the front had no idea what is going on. My parents are sick one has cancer the other has heart failure and we had to take the stairs going down. Then when we asked the front they were speechless not knowing whats going on. Read less

By far the WORST hotel experiences I’ve ever had. The hotels systems were down and they’ve made us wait 2 hours and counting, post midnight as well. They gave us vouchers to have drinks meanwhile they get their systems up. And guess what? To our surprise all the restaurants were shut already and nobody was willing to provide us with a drink. Hell we couldn’t eat anything. The supervisor on duty was on another level of rude and not even a tiny bit courteous towards their guests. He said “do what you want to do, we are not sure when the systems will be up, we gave you vouchers, if they arnt redeemable it’s not my issue”. THANK YOU SO MUCH SAHARA FOR BEING THE WORST HOTEL EVER WITH SERVICE AND CUSTOMER EXPERIENCE. Read less