'Ritas Cantina

Reviews about 'Ritas Cantina

• 2 / 5

  By Josh Drake
  A friend and I decided to take advantage of an offer we received here, picked some dates and looked at availability. One of the four nights had a room rate that we weren’t willing to pay so we contacted the casino host assigned to us here. We both have Diamond status with Total Rewards and I’m also a Seven Star Companion card holder.
  
  Through the Play by Total Rewards app, I composed a rather direct message to JoVita, my friends host, asking if she could have the last night of our stay comped. We got back a form letter telling us it’s her job to make sure we have a great stay, to call reservations for help with a room but then goes on to say we can contact her for assistance as well. Poorly written and difficult to follow, but I figured she was trying for a generic response to first party contact possibly. We responded with the same question to which she informed my friend she’s getting a room rate the last night just as we were but if we were coming together she’d see what she could do with both Total Rewards numbers. We sent my information on and she told it’s no change. She never answered our initial question, “Can you comp the last night?”, but it was clearly obvious she had either no desire or possibly no ability to do so. I looked online with both of our card information combined and the room showed up with no cost. I booked it and wrote her back expressing by disappointment in her lack of attention to our request and general hospitality. She responded, in a poorly written e-mail, about how she values all of her players, but during our entire visit she made zero contact with us.
  
  We arrived at a little after 10 p.m. The agent at the front desk told us the hotel didn’t have two queens available, she offered a king suite but we’d have to move the next day. I let her know we didn’t want to move with all of our our luggage and my friend was working the next day as well. She went into the back to see what she could do and some time later emerged with two queens. It was on the first floor, which immediately concerned me. We got to the room and from the door we could see the hotel workers two feet away and turned around. We walked back to the front desk where I explained to her I didn’t feel safe and couldn't stay there. We agreed to the suite and the room change the following day, with the stipulation it would be after 4 p.m. which was when my friend would be finished with work. We finally got to the room, which was well appointed but had remains from the last guest filing the refrigerator.
  
  The next day my daughter and sister flew in and I took them to the pool at about 1:30 p.m. It was by the staff here that I was told I wasn’t in the room number I gave them, they had me in another. I left them to go back up to the room and my keys didn’t work. Luckily my friend was still inside, but said he’d been contacted by no one about a room change. I went to the front desk and told the agent I was locked out of my room and that we weren’t supposed to be moved until 4 p.m. She agreed, read the notes but made no apologies, or offered me room keys that worked for the room currently occupied, I had to specifically ask twice. She said they’d send a bellman up at 4 p.m. to move our things and the make the entire process as easy for us as possible. I said goodbye to my daughter and sister and went to pack up my things at 3:45 p.m. then called for the keys and sent my friend down to play while I took care of the move. An hour and a half later the front desk called and told me they had me scheduled for a room move, would I come down and retrieve the keys. Audibly upset, I told her no, someone was supposed to be coming to me, quite some time ago. Fast forward thirty minutes my friend is now back with me waiting and a gentleman with keys at finally shows at the door standing beside a member of housekeeping, no bellman or cart to be found for our 8 pieces of luggage. We moved the luggage ourselves and decided to skip dinner and just play later ...
  November 04, 2016