"It is not unusual for us to get complimentary upgraded suites. A Gallery Suite, at The Cromwell, was a free option when I booked on-line, a couple months prior. Well, when we arrived inVegas, we checked-in and went up to our room. Not only was it not the gallery suite, but it had not even been cleaned after the previous guest 's stay. So, we went back down to the front desk, thinking this was all just a mix-up. However, only then, was it brought to our attention that our original room reservation was deemed an error, and therefore it was downgraded to a regular room. Our stay was still complimentary though. We all thought (including the employee that that was really not a cool thing for the company to do without any prior notification (What if it was for our wedding where we needed the large square footage? We might have been willing to pay for it. We were not given the option. . We were encouraged to call the department that was responsible for the change. The person on the line was of no help and told us to check with the front desk for assistance. Anyway, because of the lack of communication and the uncleaned room, the girl at the front desk gave us a food credit. I didn 't really want to push the issue because I understand that errors happen, we really didn 't need the extra space, and after all, the room was still free of charge. Now, fast forward to check-out a few days later. They sent me a portfolio of charges via email. They tried to charge us for the room and the meals! So, I had to call and wait for them to double check everything and make the corrections. It was yet another disappointment. I really don 't appreciate spending my vacation on the phone (check out my Dunkin ' Donuts review of the Fremont location trying to fix things. I also don 't like to complain, but I don 't want this to happen to others. Nowadays, companies don 't seem to care about lousy customer service. I would avoid this place all together."
