PLAZA HOTEL LAS VEGAS - Las Vegas

The Hotel was fairly easy to find, was very charming, and well kept up. We arrived on a Saturday Night the Hotel was not busy. We for a walk around the Historic area. The Resturant was only offering a Buffet that night. The food was overcooked, cold and way overpriced. Choices were limited to two,not worth $13.00 a person. Breakfast was free, was supposed to be a full breakfast. Offerings were scrambled or boiled eggs, French Toast, and some partialy frozen muffins. I really find this to be a shame, there is so much potential for this wonderfully charming hotel. But they need someone in there with some kitchen skills, that really want to bring customers in.

The room was clean. The paint on the walls was faded and chipped in places. The bath tub plug did not work, which made it difficult to give my 2 small children a bath. The staff were very friendly. The breakfast was good, but the waitstaff were either overwhelmed or unorganized, perhapd both. In all, it was better than I had expected.

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The Plaza itself is truly a delightful trip back in time. The 19th century building, with large rooms, high ceilings, and stories of ghosts make for a mysterious, romantic setting. Adding to the overall experience are the subtle inclusions of modern amenities like wireless internet, and a fantastic little cafe. The hotel staff, however could use some lessons in courtesy and customer service. We were in town for a funeral and due to the inconvenient time of the morning service, we requested late checkout on the night prior to our departure. The lovely clerk at the desk informed us that we were welcome extend our stay for up to 2 hours. Apparently there was a breakdown in communication between her and the morning staff, as we received a phone call the following morning just after normal checkout time informing us that if we did not vacate immediately, they would be forced to charge us for an additional half-day. When I told the gentlemen of our funeral circumstances and the agreement reached the night before he essentially said "I'm sorry, it's hotel policy. There's nothing here stating that you were authorized to checkout late, so we're going to have to charge you." After arguing for a few minutes he finally agreed to contact the night clerk to verify my story. She, of course, confirmed our late checkout, and everything proceeded as planned. In my opinion, the very moment there was a discrepency between the guest and the hotel, the FIRST step should have been to investigate our story and contact the employee who granted us permission, rather than default to what amounted to accusing us of lying. To their credit, they were particularly polite, apologetic and sensitive to our situation upon (late) checkout. The additional hassle could have been avoided almost entirely, however, if their primary motive were to respect the customer.

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