Follow-up on Pillowgate


My story about the pillows at the Delano Las Vegas got a few responses. But the most interesting one didn’t come from the story itself. I filled in the survey I was emailed from the hotel, noting that I was dissatisfied and that the pillows were such that I would not be returning to the property. Ranting here in my little corner of the internet is fine but I made sure they also got the feedback through their desired channels. Less than six hours after I submitted the comments I had a reply from the hotel. It read, in part:

I regret your stay with us was not all you hoped it would be as a result of the difficulties you encountered due to the condition of the accommodations you received.  The condition of the pillows in the suite you received is not indicative of the manner in which we intend to serve our guest.  We maintain high standards for the preparation and maintenance of our guest rooms.  I am saddened that these standards were not reflected in the accommodations you received; however, I am pleased to inform you that due to valuable feedback such as yours, management is in the process of updating the condition of the bedding to match our standards and your expectations.

So apparently I’m not the only one complaining about the pillows. Also:

As a gesture of goodwill, I have made an adjustment to your room account. Total credit will be $84.00.  These transactions will be completed within 5-7 business days. Your patience is greatly appreciated.

I didn’t ask for a credit, didn’t expect a credit and, quite frankly, I have no idea where the $84 number came from. It doesn’t match up with the room rate paid for any of the three nights or anything else on the bill. Closest I can figure is that it is 5% of the room+tax excluding resort fees, but even then there is a bit of rounding which goes into making it fit.

At the end of the day it doesn’t matter how they got to the number. I’ll take it, though I’m still not going back until they fix the pillows.

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Seth Miller

I'm Seth, also known as the Wandering Aramean. I was bit by the travel bug 30 years ago and there's no sign of a cure. I fly ~200,000 miles annually; these are my stories. You can connect with me on Twitter, Facebook, LinkedIn and .

3 Comments

  1. I saw on hotels.com that the normal resort fee there is $28. Three days of that would be $84. Perhaps that’s what they were thinking if.

    From hotels.com:

    Mandatory fees
    You’ll be asked to pay the following charges at check in or check out:
    Resort fee: USD 28 per accommodation, per night

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