Mandalay Bay Resort & Casino

Amazing stay for family cacation. Room service was solid . I ate i swam, i slept. I went to a concert. Self check in on app. Didnt understand how to check out on app so i called. Customer service was amazing.

I recently stayed at Mandalay Bay for the 4th of July weekend. The hotel property and room I found to be very nice. My complaint and the reason I would never stay at this property again revolves around poor customer service. On the day of check out I was emailed a copy of my bill and I found an error in the amount of $85, keep in mind my entire stay at this property between room, pool rentals and meals was over $1600. I initially tried to use the text service which they indicated I could use with any questions. The text service instructed me to go to the front desk. The line to see someone at the front desk was over 45 minutes long, which I waited in. I finally approached the front desk and was greeted by Tanisha. I explained the situation of the error and from the start of the conversation, Tanisha did everything to indicate why she couldn't help me. I explained that I was instructed to see the front desk and waited over 45 minutes to see someone and asked her to take the steps or bring in someone else to help address the situation. Her only response was for me to go back to my room and call guest services from the room. Seeing that I was not going to get the assistance I needed from Tanisha, I went back to the room and called guest services on the room phone. It took another 30 minutes to have someone from Guest Services on the phone. I explained the situation to the representative from guest service who said they would have someone look into it and email me a revised bill. It is now 2 days later, and nothing has been done. I checked online and the incorrect charge still appears on the Mandalay folio. I submitted another request online via the Mandalay Bay web site to have the correction made. Most likely my next step will be to file a dispute with my credit card company and showing that I made every good faith effort to address the situation. Mandalay Bay and MGM need to review their processes and re-train their employees to provide the customer service one would expect from a property such as Mandalay Bay. This is a perfect example of how one bad employee can damage the reputation of a hotel. An otherwise perfect vacation is ruined due to a relatively small amount of money and not having the proper support mechanism to address it.

Mandalay Bay = AMAZING!! We will stay there again and again!!

We recently worked with Karen Ly, the Manager of Events & Catering at Mandalay Bay, to host a coffee bar at our exhibit booth for the International Franchise Association Annual Convention. She was very helpful in explaining the options to us and getting everything set up, and the onsite staff were punctual for the day of setup. At the end of the shift we booked the coffee bar for, there were two glaring problems: There was a line of people still waiting for coffee that the onsite baristas decided not to serve because our allotted time was up. No communication was made to cut off the line at any point. If you walk into a café 5–10 minutes before closing, they still serve you. The only time they won't is if supplies have run out. This leads into our second problem: Mandalay Bay requires renting a coffee bar package with a minimum of 250 cups. Our rental was for 2 hours, and only around 70 cups had been served, so the remaining line at our coffee bar was left with no coffee even though there were still ample supplies. It is also a MASSIVE pricing problem to be charged for 250 cups of coffee when they know that many cannot be served in that time frame. The whole setup cost us more than $5,000. Given Las Vegas conference prices, we were willing to invest in having something special at our booth. We were naïve to think their catering team wouldn't quote us something they couldn't actually deliver. We wanted to leave this review for other event planners or sponsors of future events at Mandalay Bay — you might be better off not booking catering for your booth. We set out to resolve the issues with our contact, and she said she had limited availability. She then failed to respond to my multiple voicemails asking to debrief on our experience with the rental coffee bar.

10/10 experience with the Front desk and maintenance! We had AC issues in our room and they came the very next morning to help. Moreno H. Came to our room and was very polite, kind and extremely helpful! He was able to fix the issue quickly and we immediately felt the ac working again. I want to again say he was very kind to my family and kids while working on the issue. We appreciate Moreno H and made our hotel experience a great one!