2tweetz
Low-Roller
I wanted to give a trip report of a very unpleasant stay at Mandalay Bay recently after having stayed at both MB and Delano many times for many years up until this episode of horrible customer service and service in general, I had loved this property. Then to pour salt in the wound I was contacted on Trip Advisor publically by MB guest services, with a profuse apology and asked to contact customer relations, which I did 2 weeks ago, and to date, they have not bothered to respond me in any way.
This actually made me angrier that they acted all apologetic, invited me to contact them, which I did, but not responding, it showed me they don't really want my business and they really didn't care. That site does not allow one to respond to a comment which is equally frustrating!
Here's my review:
“Long Time Mandalay Bay/Delano Gold MLife Player LET DOWN by poor service and subpar rooms”
Reviewed 2 weeks ago
Last week, I stayed at Mandalay Bay on a 3 day stay. When I made my reservation months ago and at check in I requested a medical fridge for my insulin which I always get quickly upon check in as well as an upgrade to Delano and/or an Elite King at MB which is what I usually stay in. This time it took several phone calls over the course of 5 hours to get a fridge delivered. I am MGM Gold status player which entitles me to room upgrades and I almost always stay at the Delano, my preferred property. When I made the reservation months ago and as recently as 3 days prior to my arrival, I was told the Delano was available. When I got there, I was told by the invited guest check in person (who seems very inept) that Delano was sold out, yet he could offer it to me for an additional $70 a night. Which is it? If you are sold out, how can you offer the room at an increased cost? I believe this was a scam on his part!! So I told him to forget it. They put me in a standard room which as an adjoining room and I could hear EVERYTHING going on next door. Bad enough, but they were trying to open the door in between us and I became concerned for my safety so I requested a room change. I was told they could not change me that night but in the morning I could move to Delano and they would call me. I ended up sleeping a couple hours that night due to the noise next door. The next day the front desk never called me so at 9AM I called and was told they would call me between 11 and 12 with my new room number... again, that call never came. It took me 3 more calls and it was not until 5 pm I was finally told my new room and they moved me 2 floors down to a regular standard room that did not have an adjoining room, once again, told Delano was not available.. It probably was available earlier in the morning when they were supposed to call me!! Better but still very below the standard of what I am used to at Mandalay Bay/Delano.
I also must mention that each time I called the front desk or guest services it was a 10-20 minute hold time ... I frankly have NEVER experienced this poor customer service on this property and I hope to never again, if I stay there again.
I spent so much time on hold and calling the front desk for things that should not take hours and there was absolutely NO follow up on Mandalay Bay's part!!
My frustrations continued. On my last day I put the DO NOT DISTURB on my door and left my bags on the bed and all my belongings open because I was packing and was leaving around 6:30 pm that evening for an evening flight. When I returned around 5:30 pm to pack up and start the check out process, I saw my DO NOT DISTURB on the floor in front of the door and house keeping had come in my room to clean and moved my unpacked belongings against my wishes.
I mentioned these events on the survey they sent me after my stay and I was offered a letter for an upgrade to a suite (which of course is not guaranteed). That's nice and all but I told them I am already entitled to the same upgrades since I am a Gold MLife member. I had a horrible stay and horrible service and they need to offer me a free weekend to make up for this and make me come back.. I have stayed at Mandalay Bay and Delano 2-3 times a year for the past 5-6 years, so one would think I would get better treatment. I am hoping this is an aberration but I can only compare it with my fantastic stay at the Cosmopolitan and how well they treat their invited guests!
Room Tip: Stay away from adjoining rooms
HERE IS MANADALAY BAY'S RESPONSE TO ME ON TRIP ADVISOR
MGM_Resorts, Manager at Mandalay Bay Resort & Casino, responded to this review, 2 weeks ago
Dear 2tweetz:
Please allow us to extend our multiple apologies for the service shortfalls and room assignment complications you encountered during your recent visit to Mandalay Bay. As your review is not attached to your reservation, we encourage you to contact our Guest Relations staff at the email address provided below. We value your patronage and hope for the chance to provide you with the exceptional experiences you have become accustomed to enjoying here at our resort.
Sincerely,
Seth L.
Guest Relations Specialist
Mandalay Bay Resort & Casino
MGM Resorts International
[email protected]
This actually made me angrier that they acted all apologetic, invited me to contact them, which I did, but not responding, it showed me they don't really want my business and they really didn't care. That site does not allow one to respond to a comment which is equally frustrating!
Here's my review:
“Long Time Mandalay Bay/Delano Gold MLife Player LET DOWN by poor service and subpar rooms”
Last week, I stayed at Mandalay Bay on a 3 day stay. When I made my reservation months ago and at check in I requested a medical fridge for my insulin which I always get quickly upon check in as well as an upgrade to Delano and/or an Elite King at MB which is what I usually stay in. This time it took several phone calls over the course of 5 hours to get a fridge delivered. I am MGM Gold status player which entitles me to room upgrades and I almost always stay at the Delano, my preferred property. When I made the reservation months ago and as recently as 3 days prior to my arrival, I was told the Delano was available. When I got there, I was told by the invited guest check in person (who seems very inept) that Delano was sold out, yet he could offer it to me for an additional $70 a night. Which is it? If you are sold out, how can you offer the room at an increased cost? I believe this was a scam on his part!! So I told him to forget it. They put me in a standard room which as an adjoining room and I could hear EVERYTHING going on next door. Bad enough, but they were trying to open the door in between us and I became concerned for my safety so I requested a room change. I was told they could not change me that night but in the morning I could move to Delano and they would call me. I ended up sleeping a couple hours that night due to the noise next door. The next day the front desk never called me so at 9AM I called and was told they would call me between 11 and 12 with my new room number... again, that call never came. It took me 3 more calls and it was not until 5 pm I was finally told my new room and they moved me 2 floors down to a regular standard room that did not have an adjoining room, once again, told Delano was not available.. It probably was available earlier in the morning when they were supposed to call me!! Better but still very below the standard of what I am used to at Mandalay Bay/Delano.
I also must mention that each time I called the front desk or guest services it was a 10-20 minute hold time ... I frankly have NEVER experienced this poor customer service on this property and I hope to never again, if I stay there again.
I spent so much time on hold and calling the front desk for things that should not take hours and there was absolutely NO follow up on Mandalay Bay's part!!
My frustrations continued. On my last day I put the DO NOT DISTURB on my door and left my bags on the bed and all my belongings open because I was packing and was leaving around 6:30 pm that evening for an evening flight. When I returned around 5:30 pm to pack up and start the check out process, I saw my DO NOT DISTURB on the floor in front of the door and house keeping had come in my room to clean and moved my unpacked belongings against my wishes.
I mentioned these events on the survey they sent me after my stay and I was offered a letter for an upgrade to a suite (which of course is not guaranteed). That's nice and all but I told them I am already entitled to the same upgrades since I am a Gold MLife member. I had a horrible stay and horrible service and they need to offer me a free weekend to make up for this and make me come back.. I have stayed at Mandalay Bay and Delano 2-3 times a year for the past 5-6 years, so one would think I would get better treatment. I am hoping this is an aberration but I can only compare it with my fantastic stay at the Cosmopolitan and how well they treat their invited guests!
Room Tip: Stay away from adjoining rooms
HERE IS MANADALAY BAY'S RESPONSE TO ME ON TRIP ADVISOR
MGM_Resorts, Manager at Mandalay Bay Resort & Casino, responded to this review, 2 weeks ago
Dear 2tweetz:
Please allow us to extend our multiple apologies for the service shortfalls and room assignment complications you encountered during your recent visit to Mandalay Bay. As your review is not attached to your reservation, we encourage you to contact our Guest Relations staff at the email address provided below. We value your patronage and hope for the chance to provide you with the exceptional experiences you have become accustomed to enjoying here at our resort.
Sincerely,
Seth L.
Guest Relations Specialist
Mandalay Bay Resort & Casino
MGM Resorts International
[email protected]
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