Treasure Island Las Vegas
My early April trip to Vegas was quite an adventure filled with highs and lows. I wrapped up the trip staying at Treasure Island Las Vegas. Originally, I booked it on a goof – the novelty of redeeming Radisson Rewards points for a free night there sounded fun. Shawn had positive things to say about TI, so I figured it was worth a try. I stuck with the reservation, and I was generally happy with the brief stay. But I caught one nasty trick that’s clearly customer-unfriendly. Here’s what happened and I how I got it fixed.
Room Taxes on an Award Stay?
My TI check-in was pretty positive. The property allowed me to check in at 1 pm without any additional fee. As part of authorizing my credit card during check-in, the front desk agent said I’d owe a bit more than the resort fee for room taxes. My radar went up immediately. Room taxes on an award stay? I figured maybe she misspoke and meant to say there were taxes on the resort fee, which I expected. Also, I’d checked in and out five times already that week, and I didn’t want to bother questioning it at that point.
Interestingly, the front desk agent volunteered that I didn’t have to check out at the front desk the next day. She recommended I simply leave keys in the room. Big picture, I feel hotels prefer guests to miss opportunities to review folios for erroneous charges in person. Would that be the case here?
The next morning, I reviewed my guest folio at the front desk. Indeed, I always aim to check out in person, no matter how inconvenient it can be. The resort fee and related taxes were on the bill, as expected. Then, I noticed a separate line item noting room taxes for $13.38. I calmly asked how TI calculated this room tax. I mentioned I was on a points stay, effectively a $0 rate.
The front desk agent fumbled the response, basically lumping in that tax as related to the resort fee. I politely stood my ground, noting the room tax. The agent quickly punted to the assistant front desk manager. Without me saying anything, he stated he would take a look. He basically said that tax is added to stays, and if a guest questions it, the front desk can take it off. It’s as if this happens quite often, and they wait for guests to call them on it. About thirty seconds later he returned the erroneous room tax and printed an updated folio.
When I asked how this happens, the manager had plenty to say. First, he said that cooperating with loyalty programs enables guests to book Vegas hotels with points. So far, I heard this non-answer as an “everyone else does it” excuse, even though I haven’t heard that elsewhere. He clarified that TI isn’t an official Radisson hotel, merely a partner. Okay, pal. I thanked him for his efforts and went on my way.
Looking back on this experience, TI seems to quite literally bank on guests erroneously paying room taxes on points stays. And with straight faces, they encourage guests to not check out in person, conveniently avoiding customers’ further inspection of their bills. It all feels so slimy, but I’m not surprised. We consistently hear of “accidents” where various properties erroneously bill guests, mostly overcharging them for unconsumed goods or unsolicited services. Has this happened to you at Treasure Island Las Vegas or elsewhere?