On our way to Utah we stayed one night in Vegas to break up the drive. While staying at the Excalibur, we were robbed in our room while we were sleeping. I posted this review this morning on TripAdvisor and Yelp:
WORST hotel experience I have ever had. We were robbed while we were
sleeping in our room and the hotel told us it is our fault. The
Excalibur's customer service has been disgusting.
We stayed in
Vegas for one night on a Thanksgiving road trip and chose Excalibur
because we thought our little kids would like it. The room was cheap but
they charged us some extra hotel fee of $15 on the phone (through the
hotel directly) and also an additional $17 when we arrived. After
checking in we found our room dingy and dark but didn't think much of
it. We played with our 3 1/2 year old twins in the arcade and after
dinner went to our room for the night.
Our older daughter (21
yrs) and her boyfriend (23) were on this road trip with us and didn't
arrive from out of town until 12 30 am bc they had worked that day in
California. When they arrived at 12 30 we were obviously sleeping and
they knocked on the door, we gave them hugs and they went to sleep in
the bed next to us. The room was stuffy so kept the AC unit on. It was
very old and LOUD. We woke up at 6 the next morning to the bathroom
light on (which we had specifically turned off). My husband's wallet was
on the ground opened, with his cash gone. My daughter's boyfriend's
wallet was put back into his pants on the floor by the bed and his $200
cash was also gone.
When we spoke to the hotel they connected us
with their 'risk management department' they informed us that this
happens. They said that people roam the halls and push open doors. They
told us that because we didn't deadbolt the door (which we usually do
but it was overlooked bc it was so late), and we didn't put our cash in
the safe, they were not responsible. We spoke with many managers that
day and on the phone in the days following. We filed a police report at
the Vegas PD.
The main problems I have are,
1. Their doors
don't work properly. Multiple people in risk management (security) and
in hotel management told us that their doors don't always lock
automatically and you have to pull the door and lift the handle to make
sure it close. I will always use the deadbolt in future hotel stays
anywhere, but I don't believe this makes a robbery our fault.
have unsafe, faulty doors and they have no plan to fix them. Knowing
that this happens, they still do not have security cameras in the tower
we stayed in (tower 1), nor do they have security officers on the floors
monitoring the safety of their guests- even though they admitted that
they have had intruders in the past.
And using the safe? I
understand that it is wise to lock up extra cash when leaving the room.
But I do not accept that it is our fault that our money was stolen while
we were in our room with our children asleep. I get sick thinking that
whoever this was could also have take our little twins out of bed and
2. We have received no apology or compensation
at all. Money is money. It was $400 dollars lost, but this is about so
much more than that. From the beginning we were dismissed and given the
run around. We had woken up early that morning to get back on the road
to finish our drive to get to our Thanksgiving vacation. While my
husband met with security and management we stood with the little kids
and waited. And waited. And waited. No one once offered to comp the room
while they looked into it. No one offered breakfast vouchers for us to
feed the kids. So while it was not initially about the money, I now feel
it's personal and I'm furious.
We have spoken on the phone to
all the people mentioned above and after reviewing our case, we were
told they do not take responsibility and the incident is our fault. I
don't accept this and we have been in contact with their corporate
office, though I don't imagine we will ever get back what we lost.
still very unsettled that there was someone in our room, going through
our things while we slept. I get anxious thinking about someone taking
our little ones and in some ways I'm thankful we didn't wake up because I
don't know what would have happened if my husband or daughter's
boyfriend would have caught the person.
The Excalibur has shown
no regard for our well being as guests and I STRONGLY advise against
anyone ever staying there. The allure of an inexpensive rate is not
worth your safety.