This is not the standard hotel review, only about the benefits I was denied. The hotel review will be a separate post.


Customer Service Hilarity: SLS Las Vegas Casino, Luxury Boutique Hotel

I received a mailer from my last stay at the SLS Las Vegas, for a $10 free bet, $10 dining credit, and one complimentary room night from Sunday to Thursday. Cool, I thought, and I made plans for a quick weekend jaunt, especially as there was no resort fee! However, upon my arrival, I was disappointed to find that Starwood benefits (my damn Platinum status lasts two more months and you better believe I will milk it) did not apply to casino reservations. Their rationale, was that the casino counts as a “third party” and thus did not qualify for Platinum benefits such as a complimentary room upgrade or free breakfast. This would be “double-dipping” between SLS Las Vegas’s loyalty program, Club 52, and Starwood Preferred Guest.

Furious, I asked to speak to a manager, where I was flatly denied and encouraged to speak with the casino marketing team. I spoke with a host (equally unhelpful, same as last time), and retired to my room after some good eats & play. Next came a call to SPG Platinum concierge, as, I rationalized, had I known about this lack of benefit from the marketing person with whom I made my reservation, I would not have bothered coming to Las Vegas for only a day. This is especially true with week-long trips coming up.


a black background with a black square



Let’s take stock of what I was denied, for better or for worse, to craft my argument for Starwood and management. SLS and Platinum benefits include the below:

  • Welcome Gift – either points, breakfast, or local amenity
    • Breakfast here is a whopping $30 value, valid at the Northside Café, good on anything on the menu!
    • Not sure if they have a local amenity
  • Upgrade to best room at check in
    • Last time I got an amazingly large suite
    • By comparison, this time was a shoebox. Might be the smallest room I have ever been in
  • The Resort fee of $32 + tax that I did not pay (on a complimentary room) includes two free drinks, complimentary coupons, internet, and access to the fitness center


Action Plan

Of these, I was most upset about the breakfast, especially as my last experience’s breakfast was average at best. I spent nearly a half hour on hold or talking with my Starwood Platinum Concierge, who swiftly made my case to management, telling me they would grant me a breakfast voucher for my trouble.



Witness the spoils of victory. Some were bad (gai lan, which doesn’t have any actual leaf), some were average (Perq & dim sum), and some were great (eggplant tofu). I was very grateful to my SPG concierge, as well as the front desk agents for rectifying the situation. I also heard from management, who would be adding a nice 4,000 Starpoints to my account for my troubles (both this and last stay). These are worth about $80-120, making this stay net positive. On top of that, when I asked about a welcome amenity, they offered $50 F&B credit, which I made sure would not be tied to a stay. I was very pleased with this result. Also, the food here is a redeeming quality.


Could I have let it slide? Sure. I was unable to find where in the Starwood terms and conditions it said I wasn’t privy to the platinum benefits at a comp room at SLS Las Vegas. I considered this a complimentary night, similar to what Starwood gives as awards for various promotions. Also, I don’t consider the SLS casino and the SLS hotel separate entities. Lastly, I have also received mailers for the remainder of January, and the helpful marketing associate said I would be getting some for February as well – but a free room without benefits for one night is not sufficient motivation to go.



Featured Image is from pixabay.  Disclaimer: This post may contain affiliate links which, should you click through and/or make a purchase, grant me a commission. Also, I only post in the best interest of my readers. Lastly, thank you for supporting my blog and my travels. 

What do you think of my writing? Have any questions? Let me know in the comments, or reach me directly at! Like my posts? See more here, on TravelUpdate! Follow me on Facebook (The Hotelion) or on Twitter and Instagram@TheHotelion