Mandalay Bay Resort & Casino

Booked 2 rooms through credit card travel site. Never got confirmation number from hotel direct; this caused numerous issues since it is required for almost everything. No self-service check-in, hour long waits for front desk or phone service, 30 minutes waits for ELEVATORS, pool closed on Saturday for extended time, poor maintenance in room with flooded shower. For a premier hotel price the experience was terrible.

The room was very nice, but the line to the elevator was unbelievably long.

My primary reason for my score is because of a few reasons: 1- I requested a medical fridge and was brought a makeup table top refrigerator that did not hold a weeks worth of medication for myself and my roommate 2- when the regular refrigerator was brought, I was told by guest services that I would not be charged but I was. 3- I was told there were no microwaves in the entire complex, however I videotaped a worker taking a cart of microwaves to the front desk. I understand that there might be concerns but for people staying an entire week, a microwave in a common area/VIP LOUNGE should be available. I feel I was lied too especially when I saw someone clearly had the benefit of microwave usage. I’d be more than happy to share the video. 4-there was a huge crack in ceiling 5-there was an issue with my AC and maintenance had to repair.

Opening only 1/3 of the wave pool during the middle of summer is ridiculous. Worker there said they never open it all the way. You also can't stay in the shallow section or they yell at you to move deeper. For being one of this hotel's signature features, it sure feels like they wish they hadn't built it in the first place. Fitness center is called the cardio center and is pretty pathetic even compared to the much older Luxor next door. Apparently there's another fitness center hidden inside the Spa that you must pay to acces. Huge eyeroll at that garbage! Mobile check-in didn't work and I had to call the front desk to get it processed. So I guess at least I didn't have to stand in that line. Room was solid and clean but this is like every other Vegas hotel where they try to upcharge you for literally everything. Mandalay is priced like a more luxury Strip hotel but doesn't deliver that level of experience. Luxor next door is much cheaper and delivers pretty much the same level of service.

Clean spacious rooms. Excellent customer service.