After a lengthy letter to the Director of Hotel Operations at the Mirage listing all my complaints about my 1 night hotel stay at the Mirage, I spoke with the Director's assistant earlier this week. She had gotten approval from the manager to credit back 100% of my stay. Yes!! She had given me the option to get a future night stay at no cost or credit back my previous stay and of course, i chose the latter. i'm still confused about the receipt i received in the mail the week before i spoke to the assistant. it was a Mirage T statement that stated the deposit of $206.01 on one side and a credit on the other side of $206.01. i had thought mirage already credited my credit card but had not received a credit on my statement in over a week, so i contacted the mirage and they put me through to the Director's assistant. i don't believe it, but she said that they had just received my letter that same day i called (i had sent it over 2.5 weeks prior). she told me she would make it a priority. 4 hours later, she called me to tell me the good news about the refund. she apologized and was so courteous saying 'she hopes i will stay at the mirage again'.
i know mirage is remodeling but i had more of a motel 6 experience, with the very outdated and dirty room, broken faucet, sagging old bed and bad customer service. it was unacceptable to me given there are so many other better, newer choices on the lv strip. i had not stayed in a room outdated like that in recent years. it was more of a 2 star hotel. i should not have to complain about the room assigned to me before getting a better room. too bad they just didn't assign me originally to an updated room.
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response letter from mirage
Dear customer:
Thank you for taking the time to write a letter and contacting my office regarding your recent stay at The Mirage. Our guest comments are important to us and we appreciate your valuable feedback.
On behalf of the mirage, please accept my apologies for the disappointment and inconveniences you experienced with check-in, problems with your guest room, and billing issues after check out. i have forwarded your comments to the appropriate departments for their immediate review.
guest rooms are currently being remodeled....although this remodel is planned, it certainly doesn't excuse the poor condition of the room you recently stayed in. we have issued a 100% credit to your credit card.
we hope to regain your patronage and are confident that your next visit at the mirage will be nothing less than enjoyable and memorable-exactly what you should expect when staying with us. thank you for giving us the opportunity to address your concerns.
sincerely,
Exec Dir of Hotel Operations
cc: director of engineering, director of front office, accounts receivable manager, front office manager
mirage seems strangely behind in updating rooms, especially with all the competition of new /newly remodeled hotels on the strip. the response letter included a pamphlet of the remodeled rooms (completed by march 2008) at mirage which will include 42" lcd tvs, ihome ipod docks, sealy pillow top mattresses, feather pillows, media hub , neutral color palettes.
i hardly would consider feather pillows an upgrade. i prefer down since the end of the feathers sometimes stick out and poke at your head. the most important upgrades to me would mostly be the pillow-top bed and lcd tv.
