Robin K.
Low Standards and Lack Of Communication
I have been staying at Arizona Charlies, Decatur for about 10 years as I like being away from the strip. It is a little dated however it has a lot going for it, albeit with some quirks. Thank goodness the hotel has stopped the ridiculous practice of actually charging the deposit (now increased to $150 per stay) to a guest's card rather than simply earmarking the funds in line with every other hotel in the world. This prevents penal exchange rates being charged. In advance of my visit I contacted Lisa Newton on the front desk to explore the possibility of a late check out. Ms Newton was abrupt and unhelpful in her reply email and whilst I didn't expect her to agree to a late check out of 17:00, I did expect more understanding in granting some latitude with the early 11:00 standard check out time as I had a late evening flight. I was curtly told that I would have to pay $56.50 (presumably plus tax) if I wanted an extension up to 15:00. Every single hotel I have ever stayed at in my life has always been more flexible in this regard for up to 2 hours, and ones I visit regularly up to 16:00. The hotel does not provide luggage storage facilities which, given the early standard check out time, makes life very challenging for guests with evening flights. The hotel now operates a system whereby guests have to opt in to room servicing and this was not explained at check in. Consequently my room was not cleaned the first morning. Once I had requested this it was never serviced before 16:00, which I consider late. Yet again the pool and hot tub were out of service "for maintainence". Perhaps I have been unlucky that this has been the case on every visit (totalling 8 nights) over the past 2 years. The Resort Fee at the hotel continues to rise each visit and is totally unreasonable given my previous comments. In reality, all I received was two tiny bottles of drinking water each day. There is no charge for parking at his hotel however I did not have a car and no reason to make any phone calls. The wifi performance was very poor. The highlight of my stay is always The Sourdough Cafe, and this visit was no exception. Whilst prices have risen since last year, the food quality is good and portions are generous. I found the staff in The Sourdough to be efficient, friendly and helpful. On my return to the UK I contacted Deputy General Manager, Monica Dorsey regarding my experience after recontacting Lisa Newton to obtain Ms Dorsey's details. I heard back from neither. I asked for a refund of 50% t0 100% of my Resort Fee as the facilities covered by that were just not provided. I operate as a critic and reviewer in the travel and hospitaility industry with a large following. Golden Entertainment simply does not deliver