The Venetian

We chose The Palazzo expecting the level of service and professionalism that comes with a luxury hotel. Instead, we left dealing with the theft of our luggage while it was in the hotel's care and nearly two months later, we are still waiting for answers. Upon checking in, we entrusted our luggage to bell services. When we later requested our bags, one piece of luggage was missing. Security reviewed surveillance footage and informed us they were dealing with a case of theft. An incident report was taken on May 30th, and we were told a resolution could take up to 72 business hours. The following day, a detective contacted us and informed us that a suspect had been identified. Unfortunately, none of our property was recovered. The stolen bag and contents were valued at approximately $5,000. What has been most shocking is not simply that the theft occurred, but the complete lack of response from hotel management afterward. Since the incident, not a single member of management has contacted us. We have received no phone call, no email, no apology, no explanation, and no indication that anyone at the hotel is actively working toward a resolution. No one has reached out to express concern, discuss the loss, explain the hotel's claims process, or even acknowledge the significant inconvenience caused by this incident. Instead, it feels as though once the police became involved, the hotel simply washed its hands of the situation and expected us to move on. From our perspective, the theft of our belongings while they were in the hotel's care has been treated as someone else's problem. When pushed, management asked us to provide documentation including receipts for the stolen items. After providing the extensive list, we were then told the investigation would take up to 30 days. 30 days passed and no update. After following up, we were told the review would instead take up to 30 BUSINESS days from the date they recorded of June 4. That deadline has now passed as well, and we are still waiting for a substantive update or decision. We understand that theft can happen anywhere. What guests should not have to accept is a complete lack of communication and accountability after their belongings are stolen while in the hotel's care. For a property that markets itself as a premier luxury destination, we expected empathy, transparency, and a commitment to resolving the situation. Instead, we've had to repeatedly chase down updates, only to receive shifting timelines and little meaningful information. If you're considering staying here, understand that if something goes wrong, you may find yourself spending a significant amount of time jumping through hoops as you face a lack of accountability, poor communication, and less than basic customer care. We sincerely hope management will finally take ownership of this matter and provide the resolution that has been outstanding for far too long.

I love this hotel and think it’s amazing. It’s so authentic and could actually feel like you’re in Venice. I love the architecture and the canal boats, which even have the drivers singing Italian opera. It’s a great spot to explore and stop for a drink

beautiful hotel-beautiful room! this will be my go to hotel from now on! quiet and luxurious-we were upgraded to a bigger room witj strip view-marvelous! shopping/dining all within steps! pricey but worth the room! hope to stay here again!

If you are having second thoughts over obsessing where to stay, then look no further! The Venetian is it. The rooms are huge and newly updated. The location is at the end of the strip but who cares. It’s walking distance to the center. Uber and Lyft was no more than $10 from end to end. The hotel is massive with so many restaurants. Very clean, suitable for all ages. Just stay here!

My only chosen hotels in LV, I maybe bias since Venetian always treating us like a VIP. Back home I am not 😅 Rocco Leung is our casino rep and he always taking care of our needs and preferences, I wish we can get our way all the time but he tried his best— I hope 😊 We are already set for August wife birthday with BSB and November for F1 experience first timer. Thank you Venetian for the hospitality 🥰 See you next month