Mandalay Bay Resort & Casino

We arrived at 3:30 p.m. for check-in, only to be told that our room wouldn’t be ready until 5:45 p.m. more than two hours after we arrived. After waiting all that time, we still didn’t receive the room we had booked and paid for. We specifically reserved two Queen beds for our comfort, but instead we were given one King bed and one Twin bed. To make matters worse, the Twin bed wasn’t even set up, we had to do it ourselves. The room’s view, as shown in the photos, was terrible and far below our expectations. The most disappointing part was how management handled the situation. Despite the long wait, the incorrect room type, and the inconvenience of setting up our own bed, there was no real effort to make things right. We were only offered a $100 resort credit, which didn’t come close to compensating for the experience. For a property that markets itself as a luxury resort on the Las Vegas Strip, this level of service is unacceptable. This was, without question, the worst hotel experience we’ve ever had. We expected much better from Mandalay Bay and would not choose to stay here again or recommend it to others.

Won’t stay here again. Past its prime. Just another Vegas hotel. Large pool was closed for 24 hours and this was the reason we chose the property. Kids first trip to Vegas and the main pool was closed. Also pool staff doesn’t clean until after the pool closes so empty cans and drink cups litter the property making it feel like and college party winding down.

Our experience did not meet the expectations for the price and did not meet the service I expect from Mandalay/MGM. Our room was still not assigned/ready for us 1 hour after check-in time; We had already checked-in and were just waiting for room assignment. We would have just used the pool facilities while we waited but were turned away stating we needed a pool key and had to obtain at front desk...which would have been fine except there were at least 50 people waiting in the line (not an exaggeration) and after standing in line for 30 minutes and barely moving (my kids had lost their patience as we had been in the lobby waiting for almost 2 hours by this time) we decided to check our bags and try to find a show to watch...all while I tried to call guest services and text guest services. Finally got a real person on text and was told that the room we had paid for was not available and we had to call the Manager's Line and they gave me the number. I then had to miss the beginning of our show to call the number, was on hold for 20-30 minutes before I got an answer indicating that they do not have my particular room available but 'upgraded' us. At this point, I was frustrated but was going to just let it go. After the show, we go to pick up our bags from the Bell Desk, which took another 30-40 minutes and finally get to the room. We start to un-pack and get the couch bed ready for the kids only to find out that they 'upgraded' us to a room that only sleeps 2 when we booked for 4 people. I had to call the manager line again, wait on hold for another 15 minutes, to get told that they can bring us 1 roll-away bed...so 1 person is expected to sleep on the roll-away and the other is now expected to sleep on a couch that has cushions that separate from each other. We try to make it work and the kids cannot sleep and keep waking up crying about comfort issues, I have to again call and ask for 5-6 blankets/comforters to pad the bed and couch. By the time this is done, it is 1 a.m. when I am finally able to go to bed myself. None of the staff I spoke to were apologetic nor were they overly friendly. The staff member who I asked for extra blankets/comforters sounded annoyed that I was asking. Overall, not a great experience and do not recommend staying here, especially when I have stayed elsewhere is Las Vegas for less money and received better service.

Extremely long check in process. Staff were very rude when approached. The rooms were outdated. The main pool wasn't even opened the entire second day we were there, overly crowded pools with very little shade. Overly priced umbrella section which sold out early in the morning. Overall not a good experience

The main reason I booked here was for the wave pool, I called prior to booking the room, they said "all pools are open" once I arrived the wave pools was out of service for the whole day/weekend. The check-in process was a nightmare, the mobile check in doesn't work properly. They didn't link/validate the parking ticket, had to pay $50 for parking after checking out.