The W Hotel in Vegas has a few things going for it—mainly the view from the room, which was genuinely impressive. Unfortunately, the overall experience was underwhelming. Upon arrival, the front desk staff seemed more interested in their own conversation than in assisting guests, setting a poor tone for customer service.
Service across different departments felt disconnected and inconsistent. To top it off, their stingy policy requiring guests to pay for basic in-room items like coffee capsules, cream, and sugar felt out of touch for a property of this caliber. The room itself was dated and in need of a refresh. For a hotel under the W brand, I expected more polish, better service, and less nickel-and-diming.