Needed a place to stay for a night while in Vegas, we chose Treasure Island, loved this hotel in the past, right on the strip. Online showed $70+tax but my sister who was checking in about 10 minutes prior to me said to wait, she was getting a $40 room. Well, 10 minutes later it went up to $130+tax. No big deal, we paid and went about our business. The hotel smells like the Lady Luck did before it was torn down, a dirty smokey, hotel, definitely not what I recall 5+ years prior.
At about 2AM, we hear the tub sounding like it was draining water by the gallon, so loud it rattled the wall. We tried to muffle the sound. Close the door, but this was internal, a sound from another hotel or pipes- so my choices I knew would be to call the front dest, have some maintenance man come up and tell us he cant do anything, or move rooms. We have an infant and a 4 year old, car seats, strollers, high chairs, 5 bags and unpacked completely. Move at 2, 3am...not very convenient. So we decide to just let them know first thing. EARL, the manager at the front desk on 11/08/21 at about 7am (we literally wanted to check out first thing and get out after a nightmare of an evening) gave the worst customer service. Clearly this was nothing new to him and kept repeating "this is policy, this is policy" to only grant me a credit of the resort fee because "I as the customer didn't handle it properly, meaning I would have had to tell them at that time what was happening because I could be lying in the morning." I asked him if he had kids and logically would changing rooms be the proper choice to take an hour to move all of our stuff in the middle of the night, and he couldn't give a care in the world and even smug if anything-he barely looked me in the eyes. I actually even shared a recording from my phone of how loud the tub was, my crying children in the middle of the night and it was a blank stare, zero consideration, zero compassion, again, just wanted me to go and NEXT in line. Meanwhile, a man to the left of me walks right up complains that his $40 room looked a little dirty, showed no evidence and he upgrades him to a suite which was at least a $150+ upgrade. (i asked him kindly the rate as we chit chatted in line). I don't know if they were racist against me because the color of my skin, even though I do this for a living and displayed complete professionalism. I will NEVER give them my money or business again, very disappointed, racist, Earl should not be working in customer service or with people for that matter period. If he is in charge of keeping people coming back for more, they are truly settling.