Tropicana problems

[rms123]

I just wanted to let everyone know about our problems last week at the Tropicana. We decided to come down at the last minute so we called around on Sat morning for a reservation for Tues night. We called Ramada maingate and Tropicana and Tropicana was way cheaper at $129/night for two queens. I booked a room for "next week, Tuesday, the 5th". When we got there at 10pm after driving all day with two small children they said we didn't have a reservation. I gave them the confirmation number (they never sent an email) and they looked it up and said, sorry, that reservation is for Oct 5, not Aug 5 and we're sold out. I was too tired to lose it with her and started looking at Kayak and Tripadvisor and calling places, but everyone was sold out. Luckily someone walked in then and checked out early and gave us their room. Unfortunately, a single queen with room for one roll away only when we took furniture out. No apologies and they still charged us for the stay the total cost. Crazy. Lessons learned - book online, call to confirm, have a back up plan.

 

[drew64]

I just wanted to let everyone know about our problems last week at the Tropicana. We decided to come down at the last minute so we called around on Sat morning for a reservation for Tues night. We called Ramada maingate and Tropicana and Tropicana was way cheaper at $129/night for two queens. I booked a room for "next week, Tuesday, the 5th". When we got there at 10pm after driving all day with two small children they said we didn't have a reservation. I gave them the confirmation number (they never sent an email) and they looked it up and said, sorry, that reservation is for Oct 5, not Aug 5 and we're sold out. I was too tired to lose it with her and started looking at Kayak and Tripadvisor and calling places, but everyone was sold out. Luckily someone walked in then and checked out early and gave us their room. Unfortunately, a single queen with room for one roll away only when we took furniture out. No apologies and they still charged us for the stay the total cost. Crazy. Lessons learned - book online, call to confirm, have a back up plan.

Lesson learned, you never, ever book a reservation using terms such as next week, next month, etc. You specifiy a date, thne hav ethem read back dates, confirmation number, and price, and then wait for and verify the written confirmation.

 

[Cheshirecatty]

I just wanted to let everyone know about our problems last week at the Tropicana. We decided to come down at the last minute so we called around on Sat morning for a reservation for Tues night. We called Ramada maingate and Tropicana and Tropicana was way cheaper at $129/night for two queens. I booked a room for "next week, Tuesday, the 5th". When we got there at 10pm after driving all day with two small children they said we didn't have a reservation. I gave them the confirmation number (they never sent an email) and they looked it up and said, sorry, that reservation is for Oct 5, not Aug 5 and we're sold out. I was too tired to lose it with her and started looking at Kayak and Tripadvisor and calling places, but everyone was sold out. Luckily someone walked in then and checked out early and gave us their room. Unfortunately, a single queen with room for one roll away only when we took furniture out. No apologies and they still charged us for the stay the total cost. Crazy. Lessons learned - book online, call to confirm, have a back up plan.

UGH!!! That sounds completely miserable!

So sorry you had to experience that.

It's also too bad that there was a complete lack of sympathy from Tropicana staff(an apology costs one nothing!!!), and no offer at all to help you out in SOME way! That sounds like pretty poor customer service to me.

 

[surfmontana]

That stinks.

We are staying there on our trip, booked through Orbitz. Fingers crossed we have no issues.

 

[KOUKLI]

We are staying there too this coming October. Here's hoping we don't have any problems either

 

[emily94]

I haven't stayed there in a few years (and don't really plan to return). Their proximity to DL is amazing and I kinda think that they think that allows them to be rude because people are gonna come stay anyways

 

[tarheelalum]

Be sure to post your review also on tripadvisor. The manager of Tropicana reads and responds to the reviews on that website on a regular basis.

 

[Karenann*]

We are staying 8/19 through 8/26 so I will share our experience with Tropicana. We stayed there 10 years ago in a room with a kitchenette. This year we have a 2Q room req on the top floor.

 

[lovebug33]

I agree that you should have been more specific and made sure you had an email confirmation. However, I can't imagine any hotel not giving compensation for their mistake. Even a small credit goes a long way.

 

[cmpeter]

RMS...I saw your post on TripAdvisor and the managers response...did they follow thru and credit you the room charge?

Still sucks that your reservation was messed up, but it would be nice to hear if the Tropicana attempted to make things right.

 

[brocklesnar69]

Would also like to know if they kept their word.


I plan on using Tropicana for my next trip to DL, so I hope they mind their Ps and Qs when I'm there.

Sorry to hear this happened to you.

 

[rms123]

I got a very nice phone call from the manager saying they were retraining the reservations and desk people. I did get a refund. I'm not sure I'll try again, but it went a long ways to fix things.

 

[cmpeter]

Thanks for the update. Your photos were pretty icky...I would have been totally skeeved out.

 

[brocklesnar69]

I got a very nice phone call from the manager saying they were retraining the reservations and desk people. I did get a refund. I'm not sure I'll try again, but it went a long ways to fix things.

Great to hear that. Was this all because of your Trip Advisor review?

 

[rms123]

Thanks for the update. Your photos were pretty icky...I would have been totally skeeved out.

Hmmm - must have been someone else's photos. I didn't add any.

Yes, she said they read the review then researched until they figured out which reservation it was.

 

[taffy]

We stayed here a week ago and have nothing but good things to say. They were very smooth, the room was great, cleaning staff fantastic and checking was the quickest I have had.

We will be staying here again.

 

[cmpeter]

Sorry about that...I thought the pictures of the cockroach and dirty towel on TripAdvisor were yours.

Taffy - glad to hear you had a good experience last week. We are booked there in mid-Oct.

 

[VicMom]

Glad that you got some compensation for it.

I'm not a fan of the Tropicana because of my experience there with them last year.

When I was checking out hotels I had a couple basic questions. 1-do you have a fridge 2-are your accessible rooms large and roomy enough for a person in an electric wheelchair. 3-do you have connecting rooms that can connect one accessible room to a second room which could be a "normal" room or another accessible one?

1-Not a problem when we arrived.

2-My client couldn't get fully in the accessible room as there was no room due to all the furniture. We had to get them to remove furniture so he could get beside his bed closest to the outside door. To get into the bathroom, I had to remove the dresser drawers as he needed that extra inch of space from the drawer handles sticking out to get past. Not enough room to turn into the bathroom so we had to carry him in (which we're not supposed to do as it's too many steps and you run the risk of slipping while holding all his body weight).

3-Their idea of "connecting" is being next door but having to go outside to get to the other room! I love going into a parking lot at 3am every morning in my PJs to help with the other clients care. Hence our request for a 'connecting' room.

And the bugs were the last icing on the cake for me. Yuck. I will never go back their again.