MGM not so Grand! (MGM Grand)

Member Name: noomad

Product:	MGM Grand
Date:	20/10/09 (13 review reads)
Rating:

Advantages: Good Casino, Excellent shows

Disadvantages: Rubbish staff, too big

I am surprised by how complimentary many of the reviewers are on this site about the MGM Grand. I can only presume they are easily pleased. You should look on Tripadvisor for a better balance of views.

My initial experience was a 40 minute queue, which is never welcome after a transatlantic flight. Then my experience was as follows (I have also posted this on Tripadvisor);

We checked in which felt pretty painless, Then we walked through the casino got the lift up to the 12th floor and walked past 39 rooms until we arrived at ours. After this walk we are truly shattered and ready to rest.

When we open the room we are greated by the smell of beer and sweat and the greeting "so you got the same room". So we had to do the mammoth walk back to reception with all our bags. Clearly we do not expect to queue another 45 minutes to receive the service we have already waited patiently for. The hotel staff see this differently.

We walked to the desk we had been served and asked the receptionist who checked us in if she get the attention of her supervisor or the management in order to deal with a problem with the room we had jut booked. She informed us the management were on the way to speak to us. This is the great part. The manager marched up to us and said "firstly if you want something you join the queue" and proceeded to explain that our failure to do so my upset the guests who are queuing. We appear to be deducted from this equation of the hotel wishing to keep their guests happy. I also explained that the purpose of the current interaction was for myself to bring a problem to the management, not the other way around. Eventually she started tapping something into the computers and my girlfriend and I discussed how ridiculous the whole situation was, at this point the manager got upset and demanded that we stopped talking about her and failed to recognise our right to a private conversation.

The charm-less member of the management appeared to be no older than 22 which could explain her temperament, and lack of ability to smooth over a simple problem without upsetting people because she is trying to protect her own ego. In a hotel this size I would generally expect the management to have enough experience to deal with most situations with professionalism and at least express some kind of empathy with the travellers they accomodate.


I have to say that this is one of the worst hotel experiences of my life, it was made very clear to us that ultimately this establishment was not so in need of our business that it felt the need to treat us as human being and not just another number on their accommodation production line.

This is also how you feel whilst attending the daily buffet, which also can involve queuing for thirty minutes at a time.

As for the room and facilities it was all very nice, but it is very unfortunate that this has been overshadowed by the customer care.

It is clear from looking at the very tempting hotel deals in Las Vegas right now that they are feeling the pinch and giving you alll kinds of freebies trying desperately hard to maintain a decent occupancy level, so whilst you can get a good deal on the rooms it does not appear that you should expect to be treated like a human being.

Finally make sure you check your bill and your credit card statements. I was overcharged $100 for a buffet that was supposed to be included in my room price and had to ring them up to refund it.

Lots of hassle with this hotel!

For a similar budget I would reccomend going to the Mirage, it's a little nicer, a little smaller and more central. happy Holidays

Summary: Grand idea, rubbish in practice