Overall just not impressed. Hot water issue in room. No refrigerator for personal use (water). No in room coffee, you have to go to Starbucks to get coffee, not even the bars offer it. Poor layout and distance between correlating activities. Poor food variety offerings / selections. Over priced rooms with addtional parking fee.
Be aware, check-in process is very slow here. Checked-in on a Wednesday afternoon, waited in line for almost 1.5 hours (it's worst than checking-in on a cruise). And the first room they gave me had distinct smell of vomit, which they knew because when I complained, it was like "Oh, it's that room".
Fantastic service, excellent cleanliness, totally worth the trip. Gambling was good with excellent service. Breakfast was a bit pricy and only thing we wished was available was coffee pot in the room for right away in the morning.
We loved the location and facilities! So many different food options. Love the fact I didn't need to go the Front Desk to check in. However, the mobile keys never worked on my phone. Even though I had the app and bluetooth turned on. I had to go get a hard key. It did work on my daughters phone though. But I heard several guests saying they had same issue. One major disappointment was that the carpet in our room by the air conditioning was wet. My daughter had her bag of the floor and several of her shorts and shirts had gotten wet. (It was a cloth bag not nylon or hardisde). We tried calling guest services and was on hold over 20 minutes and finally hung up. We saw a Housekeeper in the hall when we were leaving for the day and mentioned it to them and they said they would have Engineering come up and look at it. We literally didn't come back to our room until after midnight. We walked over to shut the window shades and the carpet literally squished with water coming up. I called down around 1230am and finally got someone so they sent up an engineer. My daughter and niece were already in bed asleep I was already in PJ's sitting in bed. Engineering opened the air panel on the wall, called someone and told them there was a leak. They asked us if we wanted to move rooms but at 1am and the girls asleep I declined and we were checking out the next day anyway. Things happen and I understand. But not once did anyone apologize for the inconveneince, nor did anyone offer to wash my daughter's clothes.....nothing at all was done. Offering to move rooms at 1am when the issue was brought to someone's attention at the start of the day is crazy. I even filled out the survey with my concerns and still to this day no communication from the hotel. No apology no mention of the event. Maybe the hotel doesn't need repeat guests.....but not acknowledging the issue or a simple "We are so sorry" has turned me off of this particular hotel. A reminder to the hotel......you are not the only hotel in town and no matter how well you may be doing, you should always at least acknowledge a guests concerns. Wet carpet and clothes is not something that should have been dismissed. 3 different people we spoke to about the issue and not one apology. The only other issue that was offputting was the bellman. We were dropping our luggage off to be held since our flight was early evening. My daughter and niece turned there's in first with a seperate claim ticket as their flight was later. Once the bellman gave her the ticket and she did not tip him, he made a very obvious unhappy look at her and commented he wouldn't be the one to give her the luggage. (Hinting for a tip). Little did he know that I was going to be the one tipping him for all our luggage. So he didn't get as big a tip as I was initially going to give. I understand they work for tips. I work in the hospitality industry, but do not make it so obvious when you are mad you "think" you weren't getting one. Overall we loved our time in Vegas and the hotel and if the hotel would have at least apologized for the wet/soaked carpet I would have a better review. But almost a month later and a survey filled out and still no response is unacceptable to me. If it hadn't been the lack of customer service, I would have given this hotel a 5. But service is very important, that is one thing the managment and staff have control of.…
Our stay at MGM Grand was awesome. Great staff, great shows, lots of wonderful machines to play. The complete Hotel was clean, lots of restaurants to choose from, plenty of shows to see, pool, spa, etc.