content: I honestly can't understand how I received such bad service from a hotel that receives 4 stars. \n\nI first want to explain my circumstance as to why I'm even writing this review. I originally stayed at the Venetian in April for a random trip with the girls. After a long weekend, both my friend and I notice that we had money taken from our wallets. She was missing a 50 dollar bill and I was missing 45 out of my own wallet. Now yes, normally any one can say \""oh you were drunk you probably misplaced it\"" but as an avid Vegas goer - I can clearly state that this was my weakest trip I had been on. No drunken stupors were had this weekend. When I had called the security to make the report, not only did i have to talk to several guest services employees but I also had to wait in my room on a Sunday for them to come. When the security guard arrived, he plainly stated to me that no employee of the hotel would have taken it. (First instance of blame the guest). I was promised a call back within 48 hours about their findings. In the end, the check out time took 4 hours. Did I receive a call within 48 hours? No I did not. I then had to take more time out of my day to contact guest services. Luckily I got a hold of Marcus, who by the way was the nicest man, and he could not provide me a report on what may have happened with my missing monies. He then provided me a complimentary upgrade and 1 free night at the Palazzo. I agreed and left the headache right there. \n\nSeveral months go by and my sister offers to take me back to Vegas for a graduation trip. To help save money on the room and spend more gambling, I decided to use my certificate for a free night. I called in once and spoke with Theresa in Guest Services and inquired about rates and fees and she indicated to me that it would be best to call back and book with payment so that I can lock in the rates. I waited until payday and called back and booked. All credit card info was provided. Done. \n\nI get to Vegas this past Friday (9/27) and they advised me that the room went unpaid and that I owed a balance. Now mind you, I had harassed all my friends for payment. Why would I do that if I was properly told that I could pay when I got there? None of that was mentioned during the 2nd phone call when I provided my CC information. By that point I was upset bc not only was I misinformed but no one could understand why I would be upset and they continued to state that their employees would have told us the proper info (Second instance of placing the blame). Seeing how irate I was, they offered a 25.00 restaurant credit (whoopee). I ended up having to clear out my savings to cover the price of the night. They had advised me to call the guest services manager if I wanted to further complain. I advised them to contact me directly bc I wasn't going to wait in the room for a call when my trip was already off to a bad start. \n\nI get into our room and the guest services representative Theresa calls me back only to state that I was wrong. (Third instance of blaming) and that I never discussed pricing with her or booking. Why else would I be calling? For fun? (Fourth instance of blaming). I plainly asked her if she was telling me that as a customer, I was wrong and it wasn't her fault. By this point, I didn't want a resolution I wanted to explain why I was unhappy - what I didn't want was to be blamed AGAIN. I hung up and my friend called back bc by that point I was so frustrated I ended up taking back shots to calm myself. She spoke with Theresa manager who said nothing Theresa had said was wrong. (Fifth instance of blame on the customer). We eventually got no where. \n\nPlease keep in mind - at no point was I reaching for more free loot. I was simply trying to explain why I was upset to someone who would listen. \n\nI have stayed at the Venetian/Palazzo several time before I was mistreated without issues. Now - I will never stay there again. \n\nThey have no respect for their customers. They will blame you to cover their own behind. And to get any assistance, it's like pulling teeth. \n\nSo if you want to pay big bucks for a pretty place with a comfy bed and you dont care about the service, then Venetain Palazzo is your best bet.