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Virgin Hotels Las Vegas, Curio Collection by Hilton

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Virgin Hotels Las Vegas, Curio Collection by Hilton

Louise

United Kingdom

Excellent hotel, just not the staff!

Name: Excellent hotel, just not the staff!
Item: Virgin Hotels Las Vegas, Curio Collection by Hilton
Rating: 3
Author: Louise G

Review of Virgin Hotels Las Vegas, Curio Collection by Hilton

Reviewed 1 Dec 2024

I absolutely love Virgin Hotels LV.

I was so reluctant to stay here at one point, because I was aware that the staff were on strike and protesting outside the hotel grounds.

However, we decided to go ahead because we love the hotel so much and all the amenities.

On arrival, we went to registration as always, and was greeted by a VERY passive aggressive Oscar.
Customer service 0/10!
Passive aggressive behaviour 10/10!

Went straight into up selling the rooms, and when we declined he then made it his mission to be difficult, Very rude and I do believe he split all our rooms up across the tower to be spiteful.

His communication skills were absolutely awful, gave no introduction to the hotel, didn’t tell us where we needed to go… He basically gave us the bare minimum… And that was a push!
However, all his efforts went into looking at his colleague stood next to him and giving her a look and smirking!

I had tried to contact manager, but was told that there was none available, therefore a review about Oscar gets left on TripAdvisor Instead!!

Now, I wasn’t expecting the perfect customer service due to the Staff being on strike, but Oscar really scraped the barrel on this one.

So, I still recommend the hotel. The rooms are wonderful, the beds are absolutely amazing. The whole vibe and brand is an absolute favourite of mine…
Just brace yourself with the Staff who work there, and just do all possible to make sure they don’t ruin the rest of your day with their first impressions!

Date of stay: November 2024

Trip type: Travelled with friends

Value

Rooms

Location

Cleanliness

Service

Sleep Quality

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General Manager, General Manager at Virgin Hotels Las Vegas, Curio Collection by Hilton, responded to this review

Responded 2 Dec 2024

Dear Louise,
Thank you for your detailed feedback. We’re thrilled that you enjoyed the accommodations and the quality of our rooms. However, we regret that your check-in experience did not meet the high standards we strive for. This is certainly not reflective of the service we aim to provide, and we will be addressing the concerns regarding your interaction with our team. We value your input and will use it to improve our guest experience. We hope to have the opportunity to welcome you back and provide a more seamless and enjoyable stay.

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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21 - 26 of 859 reviews

Ames P

Los Angeles, California

Reviewed 30 November 2024

Stay somewhere else until they come to an agreement with culinary union

We unfortunately did not know there was an ongoing strike at the hotel, and were harassed entering and exiting the parking structure every day.
A family member got to stay here beginning of October 2024 and said the food options and experience were fine. However, due to the strike, we were only able to use our daily food and beverage credits (as diamond members, status earned via stays) at the Kitchen, and for mediocre continental breakfast only. Forget room service, because no one will bring you food either.
Oscar at check-in could also really use some customer service refreshers. Simple questions to confirm diamond benefits were answered with attitude, and as if we should feel lucky they’re even offering them to us. Sir, you should feel lucky anyone is foolish enough to not do their research before booking reservations here.

Date of stay: November 2024

Ask Ames P about Virgin Hotels Las Vegas, Curio Collection by Hilton

1 Thank Ames P

Dear Amesp,
Thank you for your review. We regret to hear about your disappointment with your experience and understand how the circumstances impacted your stay. This is not reflective of a typical visit to our hotel. While we work in good faith with the local Culinary Union for an agreement that benefits everyone, we remain committed to delivering exceptional service and ensuring a seamless experience for all guests moving forward. Your valuable feedback regarding your arrival experience will be shared with our front desk team to ensure improvements are made, and it is our hope that we have another chance in the future to change your lasting impression.

Report response as inappropriate

This response is the subjective opinion of the management representative and not of TripAdvisor LLC

solocationer

Las Vegas, Nevada

611231

Reviewed 30 November 2024 via mobile

Bummed

Very cute hallways and rooms, and the room was a great size. They also offer free parking. There was hair on two different pillows that weren't mine. Speaking of the pillows, they were lumpy. Some of the restaurants were closed because of a culinary strike. At 6:15am the music outside would start to "cover" the sound of the employee strike which woke me up, even while using a white noise app. And the planes. Good grief. Constant planes since the hotel is next to the airport. The overall experience was disappointing, which was a disappointment in and of itself since the hotel is cool.

Date of stay: November 2024

Ask solocationer about Virgin Hotels Las Vegas, Curio Collection by Hilton

Thank solocationer

Thank you for taking the time to share your honest assessment. We appreciate your kind words about our distinctive hotel; however, we sincerely regret that you were not fully satisfied with your experience. Please know that what you encountered is not reflective of a typical stay, and we understand how this impacted your time with us. Rest assured that we are committed to working in good faith to come to a reasonable agreement with the local Culinary Union that benefits everyone. Your feedback about noise is understood, and we'll discuss it internally to determine ways of improving in this respect. We hope to welcome you back in the future for a seamless and restful stay.

Report response as inappropriate

This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Apple E

197

Reviewed 28 November 2024

Avoid

Do yourself a favor and don't go here.

Almost all restaurants and outlets are closed, the only place open is Dunkin Donuts and the store next to it, staff are hardly there (most of them are outside striking for better pay...helpful to know before you get there), dirty rooms, unfilled soaps, hairs from previous guests, soul-less, do not trust the staff they're all looking out for themselves they will not tell you the truth. Customer service is non-existant... you're not important to them. Really disappointing. Only thing that were good was Kassi Beach and Nobu...

Date of stay: November 2024

Ask Apple E about Virgin Hotels Las Vegas, Curio Collection by Hilton

2 Thank Apple E

Dear Abncu,
Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience did not meet your expectations. We apologize for any inconvenience caused by the restaurant closures and any issues with the cleanliness and service during your stay. We strive to provide an excellent experience for all our guests, and it’s concerning that we fell short in this instance. Your comments regarding the lack of customer service and the challenges with team members will be addressed with the team to ensure improvements are made. We're glad to hear you enjoyed Kassi Beach and Nobu, and we appreciate your input as it helps us make necessary changes.

Report response as inappropriate

This response is the subjective opinion of the management representative and not of TripAdvisor LLC

WWGG

Melbourne, Australia

4383

Reviewed 27 November 2024

High resort fee with limited benefits.

The hotel itself was fine. We were upgraded to the Ruby Tower due to our Hilton status.

The room was huge - although mostly this was ‘non-functional’, as in there was nothing useful filling the space. Amenities in the room are pretty much non-existent. Our ‘view’ was over the roof of the adjacent car park. No bath, and no tea or coffee facilities.

But what irks is the ‘resort fee’, currently USD50. For what? High speed internet… most people already have phone plans. Two of the smallest bottles of water you’ve ever seen. Really? Why so mean? And ‘streaming services’. Err no… coming back after a walk and looking forward to eating dinner while watching Netflix… nope! The television merely has a link to Netflix where you can log in with your own account!

Breakfast was poor. We had the scrambled eggs and they were dry. As were the accompaniments.

So yes, it was clean, the front desk staff were nice. The rooms were fine but now a little dated.

Better than a cheap room at Circus? Sure. But you don’t leave the hotel feeling like you’ve had the ‘Virgin experience’.

If the resort fee included more generous amenities… for example actually delivering the streaming services, providing larger bottles of water, vouchers for morning coffee since there were no facilities in the room… the score would have been higher.

Date of stay: November 2024

Ask WWGG about Virgin Hotels Las Vegas, Curio Collection by Hilton

2 Thank WWGG

Thank you for sharing your review with us. While it's great that you enjoyed our clean and comfortable environment, we're sorry some aspects did not meet your expectations. Rest assured, we will share your comments with our team members to ensure any opportunity for improvement is seized. It was a pleasure having you here, and we hope you'll consider giving us another chance to go above and beyond for you in the future.

Report response as inappropriate

This response is the subjective opinion of the management representative and not of TripAdvisor LLC

christiec796

Reviewed 18 November 2024

Expected more from Virgin!

One of the worst hotel experiences. I expected more from Virgin. Their website and ad posters around the hotel say Funny Bunny is open 5:30 am to 1:00 pm, and the 24 hour restaurant is currently only serving a mediocre breakfast buffet. We were not able to order anything from the menu; even a cup of black coffee. We were told to go down to Dunkin’ Donuts and stand in a line of nearly 35 to get coffee in this hotel. Additionally, workers are picketing (which we did not know about until we arrived) and we have been harassed for staying here. Will not be back. We had been considering a Virgin cruise, but after this experience with Virgin we will travel with another brand.

Date of stay: November 2024

Ask christiec796 about Virgin Hotels Las Vegas, Curio Collection by Hilton

3 Thank christiec796

Dear Christie C,
Thank you for your review. We sincerely regret to learn of your disappointment with your experience, and we understand how this affected your time with us. Please know that this is not a typical occurrence for the hotel, and we are committed to working in good faith to come to a reasonable agreement with the local Culinary Union. We do, however, appreciate you bringing your concerns to our attention, and we hope that should you ever be in the area, you will consider staying with us again.

Report response as inappropriate

This response is the subjective opinion of the management representative and not of TripAdvisor LLC

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Excellent hotel, just not the staff! - Virgin Hotels Las Vegas, Curio Collection by Hilton

Excellent hotel, just not the staff!