text: Customer service is shockingly bad and shortsighted My wife and I stayed at the Palazzo with our two children ages and As frequent Vegas visitors without kids we usually stay at Wynn or City Center properties but picked the Palazzo as it has nice large suites and great pools The pools were key to our decision since we had kids with us and they loved the hot pools at the Venetian Since we were arriving on the st of January a lot of the other hotels had closed their pools so we were very specific when speaking with the Palazzo reservation desk to confirm that the pools were open The person we spoke to insisted that not only were all pools open but were heated to a comfortable degrees We ended up booking through Southwest Airlines Upon arrival the front desk again reiterated that the pools were open Not until we took the elevator down to the Spa were we told that no only one pool was open out of and this was accessed through a backofthehouse labyrinth all the way at the Venetian My wife called down sat on hold literally for minutes as she was moved from one lackey to another but was finally connected to somebody in authority She calmly pointed out that there were zero pools open at the Palazzo and the x pool at the Venetian was hardly the same as what we had been sold We were stonewalled and told that since we booked through Southwest Airlines there was nothing they could do Period nSo we called the Wynn where we could see visitors enjoying the pool and booked the next two nights of our stay Southwest Airlines called the Palazzo and canceled the rest of our reservation My wife stays at Vegas several times a year both with clients attending the Vegas Market events but also with several girlfriends We ended spending lots of money over at the Wynn restaurants and shops due to our new location Bottom line if the Palazzo had simply apologized and maybe offered me half off on my next meal or really given me a drink coupon we might have stayed Any business knows that there will be problems but it is the truly good businesses that know that fix to the problem is what will keep customers coming back Now I am writing a lousy review telling anybody that asks that the Palazzo and Venetian are terrible and will never stay there again all due to poor training and one idiot that we spoke to Too bad Palazzo and Venetian