Sebastian Prism

Now that it has become abundantly clear that @WestgateVegas is deliberately avoiding my calls and emails, I want to thoroughly share just how abysmal this establishment is and why the thousands of future @Evo attendees should avoid it like the plague. Strap in. This is a long one. Many people have voiced their grievances on here already, but I can safely say this was by far the worst hotel experience I have -ever- had in my entire life, and I've ended up in hotel rooms with signs of bedbugs. My wife and I reserved a suite that ultimately cost us almost $9000 from Wednesday until Monday, with the intent to share the suite with some of our close friends and celebrate the coming of our daughter alongside our attendance at EVO. From the moment we checked in we started experiencing issues. First, the room we were originally given was not even close to the room we paid for and it's clear someone thought we wouldn't notice. The front desk employee later told us that the hotel manager "suggested" that room despite it having no backend suite code in their system and clearly being nowhere close to the size of the room we reserved. We inevitably had to speak to three different employees to get this one issue resolved. The last one we spoke too went out of his way to walk up to the room with us to ensure it was the correct one; he was the only front desk employee who did his due diligence the entire time we were there. Shortly after checking in to our actual room, multiple plumbing issues came to light over time. Maintenance was called up to the room multiple times because of drain clogs that were occurring throughout the suite. This would all foreshadow Sunday night when everything went completely off the rails. Then came a wide array of signs that the quality of the room was likely never maintained: the fridge had to be running at 50 degrees at best on the coldest setting, the mattresses in every room were old and stiff, the jets in the jacuzzi in the main bathroom were not functional, etc. On top of all this, the A/C was feeling noticeably less effective after our first night there. We were too busy dealing with other drama happening at the same time to realize how much worse it could've gotten. On Sunday night we came back to a flooded master bathroom that had leaked most of the way into the master bedroom carpet. The plumbing in the toilet had failed and overflowed into the area for an indeterminate amount of time. The A/C in the room had completely failed and the room was noticeably hot, on a weekend of record temperatures in Vegas. Our guests had also informed us that there were -crickets- that had appeared from the plumbing in the guest bathtub. Actual insects. My wife, who was 8 months pregnant at the time, had inadvertently stepped in the wet part of the carpet before we realized what had happened and had to linger in a room with no functioning A/C after a long and exhausting day of walking around EVO. -To this day- she has been sick with bronchitis that she started showing symptoms of the day after we came back from Vegas. It's extremely likely that the lack of ventilation that was increasingly obvious due to the failed A/C unit was the cause of this. I went to the front desk to explain everything that had happened. The hotel manager got in contact with the housekeeping manager. The housekeeping manager assessed the whole situation of the room and contacted the facilities manager, who contacted engineering personnel to issue a quick fix to stop the toilet from overflowing. The housekeeping manager's solution to the failed A/C unit was to provide one (1) standing fan to provide air circulation for -an entire 1500 square foot suite- because they claimed they could not fix the A/C in a reasonable time frame. This one (1) standing fan was promised as soon as the housekeeping manager and eventually security personnel left the room; it ultimately didn't arrive until -over 3 hours later-, when I had to go to the front desk myself to remind them what was promised to keep my wife from being even more ill on account of heat exhaustion. Eventually a preliminary investigation team from security was called in. We gave them verbal and written statements of the situation and our complaints, and along with the housekeeping manager they corroborated that the flooding in the bedroom was intense and the room was unbearably hot due to the failed A/C. These two security personnel were among the only people throughout our stay who actually empathized with our situation and cared to help us seek out a resolution. We were given the contact info for Risk Management after filing the incident report, and we were told that despite the normal 3-5 business day time frame, given the circumstances we should contact them the next day to try to obtain a resolution. We ultimately initiated contact on the following Wednesday 7/24, via phone and email: straight to voicemail, no reply. I called again the next day: the woman on the other end who answered my call claimed to know nothing about the incident report, which prompted me to give her a full breakdown of everything I've mentioned here. I still have a physical copy of the incident report with the date, time, report number, reporting officer, etc., and not -once- by anyone even up to today have I been asked for any of this information, as if no record of it was even kept. The woman said she would make a note of it and I would be called on Monday to follow up. When I then asked her if I could receive email correspondence confirming that we had this conversation, she rushed me off the phone and said "if we can do it we'll do it, if we can't we won't". By far the most unprofessional and dismissive interaction I've ever had with an employee working for a supposedly prestigious business. It is now the following Tuesday. I have left multiple messages on the phone and an additional email. Nobody has called me back. Risk Management's phone goes straight to voicemail half the time. When I asked to speak to someone from the security office, namely the reporting officer on the incident report, I was told that the "corporate policy" was for security to be completely hands off once an incident report is submitted to Risk Management, but Risk Management has clearly demonstrated an unwillingness to do its job. The operators at the Westgate claim to have no email contact for the corporate office, nor do they have an alternate contact for Risk Management. There is -zero- line of communication between departments at this business. I have every reason to believe I'm deserving of a full refund after enduring this madness, and Westgate refuses to correspond with me about even the slightest of concessions. The supposed "high roller suite" we reserved was unkept, unsanitary, and became a legitimate health hazard on multiple fronts to myself, my guests, and my pregnant wife. And this was supposed to be near the pinnacle of quality they offer at this hotel. If EVO is to be held at LVCC again in the future, or if anyone who sees this plans to attend events there, go to literally any other establishment than the Westgate. I have stayed at many hotels in my time that provide twice the quality at 1/20th of the price. I will be fighting to get my money back one way or another.