Mandalay Bay Resort & Casino

I must say the quality of service had deteriorated since my last stay at the Mandalay Bay. It’s very difficult to get i in touch with guest services I had at least a 15 minute whole time and they were not responsive when I had an issue.

The staff at the check-in counter was extremely rude and unprofessional. The supervisor was equally awful. It was late and there was a long line line to check in, so I did the self check-in. After an HOUR of not getting messaged about my room, I went up to one of the desks and asked them what was going on. The woman refused to speak with me and told me to get in line. I told her that the line looked to be about 45 minutes long and I'd already been waiting for an hour. I requested a supervisor and he also told me to wait in line before speaking with anyone. He also told me that the self check-in wasn't available when I used it. But it was on and it told me it was working. He didn't apologize and kept telling me about the people waiting in line and not caring at all about making me wait an hour for a system he failed to turn off. Truly incompetent people.

Superb in accommodation and cleanliness.

However, overpriced food options. Lots of long walking. Needs quick maps! Smoke in the slots area was too much for me at times since it wasn’t really designated to certain parts of the casino floor. Not enough card game options easily visible in my opinion. Too much slots focus. Room was amazing and super clean and spacious and beautiful. Super relaxing and a great place to rest. The HDMI panel to connect my iPad mini was broken however. Did not get to experience the pool area, but it looked pretty amazing and perfect for either single people or families to go to. But be prepared for a 15 minute walk door to door! Everywhere went was tons of walking and not enough clear walking directions to get from one area of the resort to another. I think what would be very helpful as if they had some sort of QR scannable code that gives walking directions around the entire resort and gives quick paths to wherever people need to get to for a cheaper breakfast, to the blackjack tables, where are your coffee options, where is the gym, how to get to the pool, fastest way to the convention center, where do you need to go to order your Uber car. None of this information was readily available for my smart phone, and I had to continually look at signs everywhere and then stopped to ask some staff who were very knowledgeable, but then I would have to realize I’m off path and reroute another eight minutes to the right place. I was able to find my destinations just fine, but it was just a ton of walking without great guidance at all. Beautiful place and a wonderful resort if you want something all inclusive where you don’t have to go outside to do anything else. However, they could really work on cost options and being better about including food costs.

First off I paid $40 for an early check in which I never got a text to tell me my room was ready until well after 4pm. I thought the hotel would know that and take it off my bill. You did not. I was there for a conference. I paid a lot of money for the room and could not believe I could not put a soda in the fridge in my own room to keep cold after I spent $5.00 for it in your gift shop. When I contacted guest services I was told I could rent a mini fridge for $35 a night for my own things on TOP of the money I paid for the room. Then tried to get ice and the machine was broken all 3 days I was there. I contacted guest services and told complimentary ice could be provided….in 2 hrs. I walked down to the next floor and guess what? That machine was broken as well. I had to walk down two floors to get ice which was super inconvenient and dangerous considering I had to use the fire stairs by myself and noticed no cameras in the stairwells. Everything was way overpriced in food courts. Hotel didn’t even provide ice water at all times during our conferences which lasted all day. I have never been to a conference where a table wasn’t in the room or outside the doors throughout the day to provide water and coffee. I went outside to pool area to just go get some sun during a break between meetings. When I was walking towards pool area I was approached by staff who directed me to the over “21” pool. I walk all the way over to that area and had to throw away my ice water I just had to pay for inside the hotel. Once inside I was told I couldn’t sit on any lounger because they were $50 each to rent and “reserved”. They were clearly reserved for paying customers only despite me being a paying customer for my room. I didn’t expect a cabana or even an umbrella cover but a place to sit for free is not too much to ask for. And there was no place to sit except on the hot concrete. I was born and raised in Las Vegas and it was so sad to see what it has become and the complete racket your hotel has become. Huge disappointment.