Mandalay Bay Resort & Casino

My family and I recently stayed at Mandalay Bay in Las Vegas, and unfortunately, our experience was extremely disappointing. We are regular Vegas visitors and have stayed at many hotels. Most recently, we stayed in a suite at Fontainebleau, and the experience was excellent. We chose Mandalay Bay this time because it appeared more family-friendly, especially with a child. Unfortunately, our suite did not meet the standards we expected for the price. The rooms were extremely dark, even with all the lights on, and one of the bathroom door knobs was loose. The biggest issue occurred around 11 PM when my 7-year-old daughter was using the bathroom and suddenly screamed and ran toward us. There was a large roach in our bathroom. I immediately called guest services and explained that we had paid a significant amount for a suite and were extremely upset. Instead of showing concern or empathy, the representative told me that because it was so hot outside, “things like this can happen.” I was shocked by that response. I have stayed at many hotels, including less expensive ones, and have never experienced a roach in my room. I also explained that I am extremely afraid of roaches and did not feel comfortable staying in the room. The representative initially offered little assistance and only mentioned removing some resort fees after I asked what they were going to do to help. After waiting approximately 20 minutes, I had to call again because no one had arrived. The second representative also told me that these things can happen in hotels. Eventually, someone came up and removed the roach and even mentioned that this had happened before. Because I was uncomfortable sleeping in the room with my daughter, we were moved to the 4th floor. However, the staff failed to explain that our old room keys would immediately be deactivated. Since we could not carry everything in one trip, we had to go back downstairs to reactivate our keys just to retrieve belongings we had left behind. This was extremely difficult and stressful late at night with a 7-year-old child. We also had a small refrigerator in the original room containing water and medication for our child, and it was never brought to the new room. Unfortunately, the cleanliness issues extended beyond the room. During our visit to the Lazy River, we noticed empty beer cans, cups, and other trash along the way, making the outdoor area look untidy and dirty. For a resort charging what Mandalay Bay charges, I expected the property and amenities to be much better maintained. What disappointed me most was not only the roach, but the lack of empathy, urgency, communication, and professionalism from the staff. I understand that unexpected things can happen, but how a hotel responds to a serious guest concern matters tremendously. We paid a lot of money for a suite and expected a clean, comfortable, family-friendly experience. Instead, we experienced a frightening situation with our child, a difficult room change, poor communication, and cleanliness issues throughout the property. Overall, we feel we received far less than what we paid for and were extremely disappointed with our experience at Mandalay Bay.

When we got to our room there were feces stains on the toilet! How gross! Called multiple times and after a few hours they sent someone to clean it. Wasn’t even a house keeper. Hair in the shower and towels had stains. This hotel has really lost their high standards. I haven’t stayed here in years, I usually stay in Plazzo or Wynn. Gave this hotel a shot for the lazy river and pool. I’ll never return again.

Enjoyable Stay Overall, but Disappointed With the Room Overall, I enjoyed my stay at Mandalay Bay and would stay here again. Check-in through the MGM app was quick and convenient, and I enjoyed the resort, amenities, and overall experience. My main disappointment was the room I received on the 7th floor. The windows were smaller than expected and had large diagonal bars across them, which restricted the natural light and made the room feel closed in. At night, bright exterior lights directly outside the windows shined into the room, so I had to keep the curtains closed. I booked at a discounted rate, and I would completely understand if the room location or configuration was related to the rate I received. However, when I contacted Guest Services about changing rooms, I was told the hotel was completely full and nothing else was available. The hotel did not appear to be at full capacity, so I felt my concern was brushed off rather than addressed. Even if a room change wasn’t possible, I would have appreciated a more straightforward explanation. Despite the room issue, I still had a good experience overall. With a better room and a more helpful response from Guest Services, this easily could have been a five-star stay.

I stayed at Mandalay Bay this past weekend. The room was clean and the bathroom was large. The resort is good value for the money. The pool amenities are nice. The room was quiet. There are lots of food choices on the casino level. I had some of the best gelato of my life. The only downside is the location is at the end of the strip but there is monorail access to the main strip area.

Horrible experience of institutional greed/avirice!!!!!;