This is one of the nicest hotels on the strip, but we faced a few frustrating issues, too many to be just bad luck. It was also not that cheap considering fees and parking. MGM's priority seems to be reducing costs and personnel and when technology doesn't work, they run out of customer service capacity very quickly and it becomes very time consuming achieve anything. Self-check-in through the app worked for us. However, when we needed an extra key the next day, the kiosks were not working and had to stand in line for 30 mins to talk to a person at the front desk, who did not smile and seemed to hate their job. The shower was unbearably hot, even at the coldest setting. We complained but it was a plumbing issue that was not fixed. Another room on the same floor had the same problem. Fridge at the room was locked. We complained but this was never fixed. Safe deposit box was not working. They sent someone but they could not fix it. Only 1 out of the 3 pools was working which was pretty crowded. We pre-paid for parking, but the system to enter/exit using the room key was not working. We had to call the attendant every time. Entrance to self-parking was closed due to an event at Allegiant Stadium. The hotel sent a check-in email that could have contained some directions, but did not. We drove around for 40 minutes before finding it. There were some positives. Room was super clean, very up-to-date and super comfortable.
This is one of the nicest hotels on the strip, but we faced a few frustrating issues, too many to be just bad luck. It was also not that cheap considering fees and parking. MGM's priority seems to be reducing costs and personnel and when technology doesn't work, they run out of customer service capacity very quickly and it becomes very time consuming achieve anything. Self-check-in through the app worked for us. However, when we needed an extra key the next day, the kiosks were not working and had to stand in line for 30 mins to talk to a person at the front desk, who did not smile and seemed to hate their job. The shower was unbearably hot, even at the coldest setting. We complained but it was a plumbing issue that was not fixed. Another room on the same floor had the same problem. Fridge at the room was locked. We complained but this was never fixed. Safe deposit box was not working. They sent someone but they could not fix it. Only 1 out of the 3 pools was working which was pretty crowded. We pre-paid for parking, but the system to enter/exit using the room key was not working. We had to call the attendant every time. Entrance to self-parking was closed due to an event at Allegiant Stadium. The hotel sent a check-in email that could have contained some directions, but did not. We drove around for 40 minutes before finding it. There were some positives. Room was super clean, very up-to-date and super comfortable.
