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MrtT87
Badsey, England, United Kingdom

Confused booking, Front desk didn't seem to care

2.0 of 5 bubblesReviewed 2 Oct 2023
I stayed at the Orleans for 10 nights and when i booked the stay through ebookers it gave me VIP access to a free room upgrade, $15 food and beverage credit per room and flexible checking out time. When we booked in the hotel had no details of the VIP access and seemed unwilling to offer anything to compensate. I have stayed at the hotel before and given the price of the resort fee which is $41.80 a night i asked for a fridge and in the past the hotel has given it to me for free but this time they didn't seem interested in helping me out with anything. I had to contact ebookers to sort out my VIP access which they sorted out and then had to go back to the registration to make sure it was valid. Once again though it seemed that the person in charge on the front desk was not interested in giving good customer service.

On Sunday the room was not cleaned up by housekeeping despite phoning them up to request it and again given the resort fee i don't see why i should have to ask for housekeeping as that is something that should be apart of your stay no matter what. If you don't want housekeeping then you put a do not disturb notice on your door.

For all the years i have stayed at the Orleans this year has been very disappointing and it seems they just want to take as much money from you as possible
Date of stay: September 2023
Trip type: Travelled with family
3.0 of 5 bubblesValue
3.0 of 5 bubblesLocation
2.0 of 5 bubblesService
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Chris J, General Manager at The Orleans Hotel & Casino, responded to this review
Responded 6 Oct 2023
Thank you for taking the time to share your experience with us. We pride ourselves on exceptional customer service and we sincerely apologize that we did not achieve this during your stay. We have forwarded your comments to all appropriate departments for review and thank you once again for being our guest.
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 1 October 2023 via mobile

I am an emerald so I get free rooms. With that said, the rooms are made to look old French quarter style not modern. All I care about is that they are clean and I am comfortable. The restaurants are good with some variety. Please BRING BACK THE SHUTTLE SERVICE!

Date of stay: March 2023
Trip type: Travelled with friends
Thank Jan M
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.
Chris J, General Manager at The Orleans Hotel & Casino, responded to this reviewResponded 3 October 2023

Thank you for taking the time to leave us a review. We appreciate your feedback and will share your comments with our leadership team for review. We hope to have you stay with us again soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 September 2023 via mobile

The hotel is dated and not within walking distance of any of the major attractions in Las Vegas. The hotel is very smoky in the public areas and smalls like marijuana through the hotel. The rooms need updating. I was told that some of the hotel was updated. The pool area lacks enough chairs.

Room tip: The hotel is really Smokey.
Date of stay: September 2023
Trip type: Travelled as a couple
Thank Rob5006
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.
Chris J, General Manager at The Orleans Hotel & Casino, responded to this reviewResponded 27 September 2023

Thank you for taking the time to leave us a review. We appreciate your feedback and will share your comments with our leadership team for review. We hope to have you stay with us again soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 September 2023

When we got to the Orleans on a friends trip, we heard some ambient noises of crickets. 🦗 We were like "huh, that's cute! they have cricket noises because it's the Orleans!"
Once we layed down for a nap, the crickets grew louder and we called the front desk to ask them to "turn off the cricket noise". We were informed that they just have a cricket infestation and those are real crickets somewhere in the room.
I am not a bug person, never have been, never will. They make my skin crawl and I'm not great at tolerating them. I am working on this, but hearing them loudly was not going to work for me. We asked the front desk what we could do and she said they were full and we can "maybe ask for a discount" when we leave, but she can't promise anything.
After getting texts from our friends that they could hear our crickets from the hallway, we went down to the Front Desk to talk to them in person.
The person at the Front Desk was nice enough and put us on a higher floor to minimize the possibility of crickets.
We got to our new room, and felt safe enough until we saw a giant cricket on the wall. Like giant. Look up "mormon cricket" if you are wondering. We killed it, but then I found that my bed sheets were incredibly dirty at the foot of the bed. Like if someone layed down in the bed with work boots on.
On the last day of our stay, we saw a giant beetle crawling across the floor of the casino.
Is it cheap? Yes - kinda. But it is not worth it. You are so far from the strip. It is not clean. It just feels incredibly dirty. Beware.

Date of stay: June 2023
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
1  Thank Maria L
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.
Chris J, General Manager at The Orleans Hotel & Casino, responded to this reviewResponded 30 September 2023

Thank you for taking the time to share your experience with us. We pride ourselves on exceptional customer service and we sincerely apologize that we did not achieve this during your stay. We have forwarded your comments to all appropriate departments for review and thank you once again for being our guest.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 September 2023

The Orleans may be an older hotel, but it is well maintained. For the price, we would stay at the Orleans again. As with most of Vegas, the casino does have a smoky smell, but it wasn't too bad. The rooms were large and very comfortable.

Date of stay: September 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank jsuderno
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.
Chris J, General Manager at The Orleans Hotel & Casino, responded to this reviewResponded 19 September 2023

Thank you for taking the time to leave us a review. We are thrilled to see you enjoyed your stay and appreciate your kind words about our property. We hope to have you visit us again soon.

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Reviewed 18 September 2023 via mobile

My wife and I were very pleasantly surprised the only thing was the same all over Las vegas ... smoking smells overwhelmed the whole place but loved this casino and the variety of games. We played quite a bit in the high limit room. had a great time. We would come back

Date of stay: July 2023
Trip type: Travelled as a couple
Thank reb323
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.
Chris J, General Manager at The Orleans Hotel & Casino, responded to this reviewResponded 19 September 2023

Thank you for taking the time to review us. We are thrilled to see your overall experience was great. We look forward to having you as a guest again soon!

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