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Every Guest Will Be 'The Best Guest' at The Cromwell in Las Vegas

March 25, 2014 at 12:52 PM | by | ()

For so long, visitors to Las Vegas have been hypnotized by the massive hotel casinos that populate The Strip. With thousands upon thousands of hotel rooms, sprawling casino floors, restaurants for every appetite and nightclubs for every kind of party, Las Vegas has been ruled by the "Bigger is Better" credo.

But when The Cromwell opens at the end of May (in the old Bill's Gambling Hall location), they hope to change what Vegas visitors are used to—switching from massive casino resort to intimate boutique hotel, and perhaps more importantly, from a transaction-based stay to an experience-based stay.

“We’re really more about the experience,” said Karie Hall, general manager of The Cromwell. “In Vegas, you get [the experience] for your best guests but this is our chance to give it to every guest."

Indeed, Hall said Cromwell looked to other boutique and luxury hotel groups like Mandarin Oriental, Standard Hotels, Morgans Hotels, and even SLS Hotels to see what personalized services they offer and to understand best how to deliver on them. (Interestingly, by next year, all these hotels, except the Standard, will have a presence on the Strip.)

As The Cromwell puts the finishing touches on its building over the next month, here are some confirmed experiences that guests will receive just by booking a room, starting with the hotel’s complimentary happy hour.

The General Manager’s Reception, as it’s called, will happen every Thursday-Sunday from 5 to 6pm in a reserved gaming space of the Cromwell's casino. Hall said the fare will be seasonal so when the hotel opens, the reception will feature bubbly and caviar. Guests can get ideas on what to do during their stay as well as get the assistance in making those ideas actually happen. “This is where we really can take care of the guest,” Hall said, mentioning that Caesars executives will even be on hand to meet with the guests.

The Coffee Experience is what the hotel calls their complimentary coffee cart which will be available on every guest hallway in the mornings. Hall said the cart will feature high-end, seasonal coffee selections that will be changed daily. So if you're staying at The Cromwell for four days, you shouldn't have the same coffee twice. The coffee cart will also be replaced in the afternoons with infused waters, lemonades and iced teas.

While the coffee experience is a way to free guests of the transaction-based coffee shop moment, The Cromwell is not a DIY-spot. Room service will be alive and well with executive chef Curtis Mortenson creating various room service experiences such as freshly made concession stand snacks (cotton candy, etc.) for guests who want to stay in and watch a movie. That's a big change from other casino hotels who do everything to get you out of the room at night.

The rooms will also sport two mini-bars--a traditional minibar with specialty snack items and a vanity mini-bar with high-end cosmetic products for guests who may have forgotten something at home. Hall said there will be a charge for the products but the items will range from hair spray to lip balm and eyeshadow.

Hall also hinted that the hotel was working on creating even more services for guests to take advantage of such as in-room tailoring, in-room hair and make-up and a direct dial to a personal shopper or stylist. Of course, these will have a charge attached to them but at least Cromwell is making it convenient and easy for guests to arrange these impromptu services.

Already, The Cromwell seems to be starting an Experiences-For-All trend. Today, The Palms Resort and Casino, on the heels of their 24-hour hotel stay offer, have begun serving drinks to guests at check-in.

With all these "experiences", it's kind of hard to believe The Cromwell is just $299 a night (plus a $25 resort fee) when it opens on May 21st. We can't wait to see how it all unfolds when real guests begin to check-in.

[Photos: The Cromwell Las Vegas/Facebook]

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