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Kevin M

Smelly rooms!

3.0 of 5 bubblesReviewed 25 Jul 2021
I just returned from a 4 night stay at the Virgin Hotel. When I arrived at my first room, it had not been made up at all from the prior users. To top it off, it was a disaster! The prior people trashed the room. The front desk promptly moved me to another room. Within seconds of entering the room I smelled a powerful lacquer smell. It was like a newly finished piece of cabinet. ( I am a woodworker and happen to know the smell all too well) It was as if the room just had gotten sprayed and hadnt gassed off yet. I called again to the front desk and got yet another room. This time they( to their credit) they upgraded my room to a suite. This time I immediately smelled a raw sewage like smell that never went away. I kept thinking that maybe it was a chemical smell I was mis reading. After three rooms i decided to not ask for yet another room and just accepted the room. I tried airing out the rooms by keeping the french doors slightly ajar but it never went away. I even checked to make sure that there were no open sink traps allowing sewer gases to come into the room. I will admit that after staying in the room a while I became used to it.
Then on my last night I could not fall asleep after lying in bed for three hours listening to a steady bass beat from to poolside party going on. I finally called the front desk at 1:00 am and asked if there was a way I could get a room on the other side of the hotel. I was told there were no rooms on the quiet side but that the music would eventually get turned off at 2:00 am. Sigh... it was rough night.
Date of stay: July 2021
Room Tip: If you cannot sleep with loud music late at night, be sure to get a room on opposite side of pool...
Trip type: Travelled on business
4.0 of 5 bubblesValue
3.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
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Joshua Jarvis, Guest Services / Front Office at Virgin Hotels Las Vegas, Curio Collection by Hilton, responded to this review
Responded 26 Jul 2021
Hello KevinM6916,

Thank you for taking the time to provide feedback on TripAdvisor. We are truly sorry to hear of the issues you experienced during your stay. Please accept our sincerest apology when these issues were brought to the attention of our team, a satisfactory resolution was not reached. Your feedback has been shared with our front office managers to address the areas of opportunity with their team in an effort to prevent future concerns. Thank you for being our guest and we hope this does not deter you from visiting us again in the future.

Cheers!
Josh
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 21 July 2021

The remodel from the former Hard Rock is nice. I used to stay at the Hard Rock all the time and miss it. The staff was so much nicer and helpful. Virgin lacks the personal attention to guests and they certainly have no interest in correcting problems. I waited 30 minutes in line to check in with only 2 agents working. I tired to use the App to check in but it doesn’t work. My room smells like weed, definitely coming through the vents. I called twice to move and both times was told there were no rooms available and they will text me when a room is available. Both times that never happened. I called and the phone just keeps ringing. I don’t really believe the hotel is full on a Sunday and Monday night, they just don’t want to be bothered. The TV is nice but constantly freezes, the bed is comfortable and the view facing the pool is nice. Not sure I would stay here again. I like to have problems resolved so I can enjoy my vacation.

Date of stay: July 2021
Trip type: Travelled with friends
1  Thank tleework
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Joshua Jarvis, Guest Services / Front Office at Virgin Hotels Las Vegas, Curio Collection by Hilton, responded to this reviewResponded 22 July 2021

Hello tleework,

Thank you for taking the time to provide feedback on TripAdvisor. We are truly sorry to hear that your stay did not go as expected. Please accept our sincerest apology for the shortfalls in service you experienced while staying with us. Your feedback has been shared with our front office managers to address the areas of opportunity in an effort to prevent future concern. Thank you for being our guest and we hope this does not deter you from visiting us again in the future.

Cheers!
Josh

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 July 2021

Room wasn't ready until 2 hours after check in time. When we got into our room the mini bar wasn't fully stocked and one of the TVs didn't work. We never got maid service and power went out in one of the rooms. When we called about this they said it was a surge. The pool is filled with kids and sand, it also was warm and not enjoyable. The positives is that they gave us a beautiful suite with a strip view. Beds were very comfortable and the bathroom was gorgeous. The dinning was very good with lots of options. With no resort fee this hotel is cheaper but you can tell why.

Room tip: The ruby tower is beautiful!
Date of stay: July 2021
    • Location
    • Sleep Quality
    • Service
1  Thank justinelB7510ML
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Joshua Jarvis, Guest Services / Front Office at Virgin Hotels Las Vegas, Curio Collection by Hilton, responded to this reviewResponded 20 July 2021

Hello justinelB7510ML,

Thank you for taking the time to provide feedback on TripAdvisor. We are pleased you chose to stay at our resort. Thank you for the positive comments about our chambers and restaurants. Please accept our sincerest apology for the issues you experienced with the tv and minibar. Your feedback has been shared with our managers who oversee our minibar and engineering teams to address the areas of concern. Thank you for being our guest and we hope to see you again soon.

Cheers!
Josh

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 July 2021

Nice and very clean, modern. But a bit far from the strip. Free parking, and not very crowded. Not all the amenities were open. Probably due to covid and also we were there during the middle of the week. So not much action. But overall a great hotel very nice and clean.

Date of stay: July 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Curio – A Collection by Hilton
1  Thank tianjon2006
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Joshua Jarvis, Guest Services / Front Office at Virgin Hotels Las Vegas, Curio Collection by Hilton, responded to this reviewResponded 20 July 2021

Hello tianjon2006,

Thank you for taking the time to review Virgin Hotels Las Vegas. We are delighted to hear that you enjoyed your stay. Thank you for the positive comments about our resort. Your patronage is greatly appreciated and we hope to see you again soon.

Cheers!
Josh

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Reviewed 16 July 2021

Outside is the rude Aria pool security and the staff and the air not working in my room it was pleasant! The week I visited was the hottest week and the air jus wasn’t working like it should’ve been. The restaurant need to stay open to midnight weekly.

Date of stay: July 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Curio – A Collection by Hilton
Thank hnb9110
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Joshua Jarvis, Guest Services / Front Office at Virgin Hotels Las Vegas, Curio Collection by Hilton, responded to this reviewResponded 20 July 2021

Hello hnb9110,

Thank you for taking the time to provide feedback on TripAdvisor. We are truly sorry to hear that you did not have an excellent stay. Please accept our sincerest apology for the maintenance issues and shortfalls in service you experienced. Your feedback has been shared with our security and engineering managers to address the areas of concern with their teams. Thank you for being our guest and we hope you will consider staying with us again in the future.

Cheers!
Josh

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 July 2021

I have had the opportunity to stay three times at the new Virgin Las Vegas. Here are my thoughts:

I absolutely love this hotel!

The rooms in the Ruby Tower are cool, sharp, and even edgy. I love the connectivity, particularly the power located at the base of the sofas. The bathrooms are more than adequate, and I was lucky enough to get a suite twice, where the bathtubs are unbelievable (fantastic, truth be told)!!! The amenities are excellent (I wish that they had robes, though). WOW!

My mate visited me there, checked out the room and she compared it to the rooms that I had been given at the Las Vegas Waldorf Astoria. She used to be one of the VIP employees at another hotel, and has seen a heap of hotel rooms in Vegas and other cities. That’s some very high praise.

I was there during the soft opening, over Memorial Day weekend, and in June, and service was superb. The staff was friendly, efficient, and very customer service oriented. Those are three pretty fair tests of a new hotel and how it is handling things.

Restaurants were just opening, so I could only experience the Kitchen, but breakie there was excellent, and the wait staff friendly (the French toast and eggs bennies are yummy). I already had dinner res, so I was unable to eat at Nobu, but plan to when I return.

The casino is smaller, more intimate, and not as noisy as some of the larger hotels, but it was clean and well-tended. Free parking and no resort fees…what a way to win over the business traveler!

I really look forward to returning there again (the heck with the maddening crowd and long check in lines at Resort World!).

Date of stay: May 2021
  • Trip type: Travelled on business
    • Rooms
    • Cleanliness
    • Service
Thank arts123
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Joshua Jarvis, Guest Services / Front Office at Virgin Hotels Las Vegas, Curio Collection by Hilton, responded to this reviewResponded 16 July 2021

Hello arts123,

Thank you for the excellent review on TripAdvisor for Virgin Hotels Las Vegas. We are thrilled to hear that you enjoyed your stay at our resort. Thank you for the wonderful comments about our chambers, team members and restaurant Kitchen at Commons. We strive to create one of a kind experiences for our guests and provide them with the highest level of service. Your patronage is greatly appreciated and we look forward to having you stay with us again soon.

Cheers!
Josh

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