Mandalay Bay Resort & Casino

Rooms were okay. But, Staff were all mostly rude and the prices … 😱 it’s insane. Get back to the way things were: good offers/rewards and cheap drinks and food

Checking in with my family on July 24 was great, very nice and helpful team member who tried to accommodate our big family total of 4 rooms booking to be on same floor at least. I got a complementary room for my booking. Getting in the room, everything is okay but here is where the problem starts. Around 6pm after checking in, I tried using the coffee maker. When I opened it, soo many bugs started flying. Me and my husband were shocked. Even my kids are asking what's all the flying bugs. I tried calling guest service right away, even concierge. Multiple times for almost 2 hours. I get it, they are very busy. So I tried going down the lobby with my kids. There was a very long line for the check in so I tried asking anyone on the side. Someone told me they will let a manager know. So we waited, but 45min passed and still nothing. My kids asked me to go back because they are tired and sleepy. So we went back and I still did try calling but nothing. Mind you there are tons of bugs that was in the room flying around the bathroom, bed, everywhere. Next morning once I woke up, I called again right away. Finally someone answered. When I spoke with her she was like are you sure, tell me what type of bug. I'm like if she can just go to the room for her to see. Once she came inside the room, I explained to her there are a lot in there and there's bugs here flying around the room. I asked her to please be careful. I dont know if she doesnt believe me, and just opened it. She was shocked and was like "what the f**" what is that." Of course bugs went out again flying in the room. She opened it and put paper towel again. And stated someone will be coming to get the coffee maker since it needs engineering. I told her I understand and told me within 30min. Now over 1 hr later no one showed up. We went down to try to speak with a manager. I asked 1 team member, I don't know his name is a manager can help me. He said for what, I told him room problem. He told me I'm on break but ill let my manager know. So he left and we waited, no one was coming to see me it's been almost an hour. Then I saw another team member with a tablet, asked for her help. Told her can you please help me. I have been waiting for a manager for an hour but no one's coming. She rudely told me you have to fall in line there! Where the check in line is. I told her I am not checking in and someone told me he will let his manager know but no one is coming that's why I am asking. She rudely replied if someone told you someone is coming then just wait. Even the customer looked at me with shock of how rude she was. But I just walked away and looked for another team member that is willing to help. I was frustrated, I feel like I've been disrespected and ignored probably because of how I look. I did not do anything wrong, I stayed there because my 4 and 6 year old was requesting for the pool. But we already slept with bugs flying around without no one helping. Finally I saw one member who said she will let the manager know. In 10min she came to me asking what the problem. I explained to her the room problem and that they are too busy that's why no one is answering phone calls. Amd she apologized. Gave me $100 food credit for the inconvenience. I told her thank you but since it's already this time, we need to head out and eat lunch. Told the manager Please let them know they need to clean the room and take out the coffee maker. She stated she will definitely do it and rush it. Coming back to the room after 3-4hrs, no one came. Everything is the same. So I called hous keeping waited for long time and when they finally answered I told them again to please clean the room and for engineering to take out the coffee maker. She said okay. So we went down to swim. When we came back. Nothing. Nothing again. This is the 2nd night I tried calling no one answered again. Good thing I bought bug repellent just in case this happened 3rd day. Final day of our stay. We went down again to asked for manager help. I spoke with Wendy and explained to her the room problem. She told me you guys should not be staying there. She saw my kids. I told her but this is our last day. There's no point for room change. She apologized and gave us $200 food credit, 2 days free parking, and late check out. And she told me she will make sure to let house keeping and engineering know so that atleast for our last Everything is clean. I thanked her and we went to the pool. I requested for housekeeping online as well via mgm app just to be sure in case. When we came back to the room guess what. Hahaha it's still there. No room cleaning, coffee maker with bugs is still there. Bugs flying in the bedroom, bathroom. We were just laughing at this point. I requested again for housekeeping right away so if ever they come in we can still walk around the shoppes. But it's already passed 8pm and no one is still coming in. So we just ignored everything and tried to relax for our last night. [ ] Basically we stayed in there for 3 nights with bugs everywhere. No one came to the room to clean and no one ever came to atleat take out the coffee maker since they know we have kids in the room 😔

Pros: room size, cleanliness, Orla restaurant is fabulous-worth a trip to the hotel! Cons: crowded, elevator waits, lacking quick eats options, poor communication between front desk and other services, recent remodel to casino floor is poor-was much more classy and spacious before, pool situation is very crowded with kids and tubes everywhere.

We arrived and found the self check in complicated. No help available. We queued to checkin and was told that no rooms at the Mandalay so they had given us a room in the W Hotel that was under going some refurbishment. The works did not disturb our stay but there were several screens erected were works were happening Room was large and comfy but just being moved hotels was not acceptable. No complimentary water in room and mini bar prices ridiculous expensive. The water park was great but no shade unless you buy a cabana for $800 a day. Shame this hotel is so greedy.

I had a bad experience at the hotel, house cleaning did not visit our room for half of our stay. Also, some nights our room keys did not work and we had to go down to the lobby at 1-2am to get new room card keys. Everything was so far from this hotel. Also, they didnt let us bring our coolers to the pool area but didnt have a sign