Treasure Island
🏨 Hotels & Travel · Las Vegas
total experiences
replied on google
Most reported issues
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Experiences
Customer service computers were down, causing long check-in and folio issues.
Business reply on Google
Thank you for taking the time to share your feedback. We sincerely apologize for the long check-in experience and the inconvenience you encountered with our systems during your visit. As part of our ongoing commitment to enhancing the guest experience, we are currently transitioning to a new property management system. While this upgrade is intended to provide a more efficient experience moving forward, we regret the delays and difficulties you experienced during this transition. We are pleased to hear that Michael and the rest of our Front Desk team remained friendly, courteous, and helpful despite the circumstances, and we will be sure to share your kind recognition with them. Your comments regarding the check-in process and difficulty accessing your folio have also been shared with our management team for review. We sincerely regret that these challenges affected your overall impression of Treasure Island and hope you will consider giving us another opportunity to provide you with the seamless and enjoyable experience we strive to deliver.
Check-in line took nearly 3 hours due to understaffing
Business reply on Google
Thank you for taking the time to share your feedback. We sincerely apologize that your arrival experience fell short of expectations. We understand how frustrating such a long wait can be, and we regret the inconvenience it caused. As part of our ongoing commitment to enhancing the guest experience, we are currently transitioning to a new property management system. While this upgrade is intended to provide a more efficient experience in the future, there may be occasional delays as our team adapts to the new system. We sincerely apologize for the impact this had on your visit. Your comments have been shared with our management team for review, and we appreciate your patience and understanding during this transition. We hope you will consider giving us another opportunity to provide you with the exceptional experience we strive to deliver.
AC not working and other room amenities are faulty
Hotel charges extra for shade by the pool, risking children's health.
Room smelled like feces and new room had hair on bed
Business reply on Google
Thank you for taking the time to share your feedback. We sincerely apologize that your stay fell so far short of your expectations. We're truly sorry to hear about the condition of your rooms and the concerns you experienced during your stay. This is certainly not the level of cleanliness, service, or comfort we strive to provide our guests. Please know that your comments have been shared with the appropriate management departments for review. We appreciate you bringing these matters to our attention and hope you will consider giving Treasure Island another opportunity to provide you with a much more positive experience in the future.
Bell desk staff rude and housekeeping did not clean room properly.
Business reply on Google
Thank you for taking the time to share your feedback with us. While we are pleased to hear that you found our check-in and check-out staff kind and welcoming, we sincerely regret to learn that other aspects of your stay did not meet your expectations. Please accept our apologies regarding the service experience you described at the bell desk, as well as the cleanliness concerns and Wi-Fi issues encountered during your visit. This is certainly not the level of service and comfort we strive to provide, and your comments have been shared with our team for review. We appreciate your observations regarding the resort fee and overall experience, as guest input is very important to us and helps us continue improving the hospitality we provide. We hope to have the opportunity to welcome you back again for a more positive stay in the future.
Long check-in, wrong room, no towels, and rude staff
Business reply on Google
Thank you for taking the time to share your feedback with us. We sincerely regret to hear that your experience upon arrival and during your stay fell short of your expectations. Please accept our apologies for the extended check-in wait, the missing towels upon arrival, and for your interaction while requesting assistance, as this is certainly not the level of hospitality we strive to provide. Regarding the room assignment, your reservation was booked as Run of the House, which means the room type is assigned at check-in based on availability, and we are sorry for any confusion surrounding this matter. Your comments have been shared with our team for review, and we hope to have the opportunity to provide you with a more positive experience in the future.
Hotel policies for pool towels and housekeeping are inconvenient for guests.
Business reply on Google
Thank you for taking the time to share your experience with us. We sincerely apologize that certain aspects of your visit did not meet your expectations. We regret that the pool towel procedure and housekeeping service negatively affected your overall comfort and enjoyment during your stay. Please know that your comments have been shared with the appropriate departments for review, as guest feedback is very important to us. We hope to have the opportunity to welcome you back in the future for a more enjoyable stay.
System down, rude staff, package fee, double charges, no resolution
Business reply on Google
Thank you for your review. We are very sorry to hear about your experience and sincerely apologize for the challenges you encountered during your stay. We regret the delays and confusion you experienced at the front desk while our system was down, as well as the concerns regarding your reservations and charges. This is certainly not the level of service we strive to provide. Regarding packages, please note that all deliveries are received at our warehouse where they are processed and distributed by our team. As outlined on our website, inbound and outbound packages are subject to a handling fee. We apologize for any miscommunication regarding this. We also regret that your interactions with our team did not feel helpful or supportive, especially during such an important visit. Please know that your comments have been shared with our team for review. We truly regret that your stay fell short of expectations and appreciate you bringing these concerns to our attention. We hope to have the opportunity to welcome you back in the future and provide a more enjoyable stay.
Hotel staff failed to secure lost items as promised
Business reply on Google
Thank you for your feedback. We appreciate you taking the time to share your experience with us. We sincerely apologize for the frustration this situation has caused. While we understand how disappointing it must be not to have your items located, please know that our standard procedure is for all lost items to be reported through our Lost and Found system on our website. This allows our team to properly track and match any recovered belongings. We truly regret any miscommunication and inconvenience you experienced. We appreciate your understanding and hope to have the opportunity to provide you with a better experience in the future.
Rude staff told family with baby and elderly to walk 15 flights during power outage
Business reply on Google
Thank you for taking the time to share your feedback with us. We sincerely apologize that your experience did not meet the high standard we aim to provide for our guests. We are very sorry for the difficulties you encountered with the power outage and the challenges with the elevators, as well as for the way your concerns were handled by our staff. This is not the level of service we strive to provide, and your comments will be shared with our team for review and improvement. Providing a safe and supportive environment for all guests is extremely important to us, and we hope to have the opportunity to offer a much more comfortable and positive experience in the future.
Long wait to check in at front desk
Business reply on Google
Thank you for sharing your feedback with us. We sincerely apologize that your experience did not meet the high standard we aim to provide for our guests. We regret the long wait at check-in and any difficulties you experienced using the QR code to pre-register for the self check-in kiosk. We are pleased to hear that our team was friendly and helpful, and we also appreciate your comments regarding the casino environment. Your input will be shared with our team for review and improvement, and we hope to have the opportunity to provide a more comfortable and enjoyable experience in the future.
Hotel provided wrong room type and charged more for correction; room had mold.
Business reply on Google
Thank you for sharing your feedback. We’re very sorry that your experience did not meet your expectations. For “run of house” reservations, room types are assigned based on availability at check-in, and we regret any confusion this caused. We are also concerned to hear about the issues you described regarding cleanliness and your interaction with our team. This is not the level of service we aim to provide, and your comments have been shared with the appropriate departments for review and improvement. We sincerely apologize that we fell short during your stay and hope you might consider giving Treasure Island another opportunity to provide the welcoming and comfortable experience we strive to offer all our guests.
Charged a week after stay, no reply to questions
Customer injured by defective mattress
Unclean hotel rooms with hair, stains, and residue on counters and tubs.
Unclean room, power outage, and poor staff service
Business reply on Google
Thank you for taking the time to share your feedback. We sincerely apologize that your experience did not meet your expectations and for the multiple issues you encountered during your stay. This is certainly not the level of service we strive to deliver. Your comments regarding the room condition, front desk service, and the power outage have been shared with our team so we can address these concerns and work toward improving the overall guest experience. We deeply regret the inconvenience you experienced and hope to have the opportunity to provide a much better stay in the future, as it would be a pleasure to serve you again.
Unclean hotel room with ants and hair, and a smoking room instead of non-smoking.
Business reply on Google
Thank you for taking the time to share your detailed feedback. We are very sorry that your stay did not meet your expectations, as this is certainly not the level of service we strive to provide. We sincerely apologize for the issues you encountered with your room, including the cleanliness and the smoking preference not being honored. Your experience with front desk wait times and the challenges in resolving your concerns is unacceptable, and we will be addressing these matters with our team to ensure better training and more efficient service. We appreciate that you were able to enjoy some aspects of your stay, such as the bed, free parking, and amenities, and we truly value your observations. Your comments will help us improve, and we hope to have the opportunity to welcome you back in the future for a stay that fully reflects the experience we aim to provide.
Overcharged for room, poor service, discrimination, and found dirty AirPod
Business reply on Google
Thank you for taking the time to share your feedback. We are very sorry to hear that your stay at Treasure Island did not meet your expectations. This is certainly not the level of service we strive to deliver, and we truly value all guest comments, as they help us improve our services and ensure a better experience for everyone. Please know that your concerns will be shared with our team for review. We hope to have the opportunity to welcome you back in the future and provide a stay that reflects the high standards we aim to achieve.
Paid for early check-in but waited five hours for room