Mandalay Bay Resort & Casino

Paid for 2 nights but “no showed” the first night after a hiking accident in the Grand Canyon. After returning to the world of cellular coverage, Lisa at the front desk informed that my paid for second night could not be honored, however, Laura, from reservations, informed me that she could make me a new reservation for my originally booked room, albeit at a day of rate that totaled more than I had already paid for! Expected more from a 5-star in a city known for its customer service. Not surprised my shares of the Blackstone Group have done well, but also not thrilled to be on the wrong end of their business practices.

A massive MGM property that's been adopting more tech and reducing staff. While it's beautiful and there's plenty available on site, there were several occurrences where we faced a high level of frustration. We traveled with kids and must warn, the pullout sofabed isn't made up, nor was there a set of sheets. Communicating with Housekeeping is physically not possible. You're forced to use their QR code triggered chatbot, which uses AI to determine what your needs are. Another point we were challenged was the pool. We arrived around 10am to find absolutely every single chair taken. We would up sitting on our towel on a sliver of grass. Otherwise, your options are to cough up hundreds on a cabana. No umbrellas so prepare to roast. A lazy river float tube is $30, exactly what you need to bring home on the airplane. I'd rather they charge more for the room and not nickel & dime you along your stay. Management was great to deal with during checkout, but for the limited time we were there, too much went wrong.

I was at a Laserfiche conference and the person at the gift shop, Yordanos, was incredibly helpful purchasing a souvenir for my wife. She continued to be helpful though out the week giving recommendations of where to eat at what services were available at the Mandalay Bay. She was amazing and I wish everyone could be as helpful as she was in this service industry. If you need anything at the Mandalay Bay make sure to stop by the gift shop at the front desk and as Yordanos. She is great. She needs to be promoted and giving a hefty raise. Great job!!!!

First time in Vegas as a family, and we left feeling being a family was an inconvenience. 1. We upgraded to a suite for more space as we were told a standard room would be too small to be comfortably. The suite was gorgeous, but already, there’s double the price from the start. 2. The bedroom aircon unit was broken (blasting cold air all night). When we informed reception, the staff member was rude, claiming he didn’t understand Celsius (cold = cold, regardless dog F or C!) 3. Our pram umbrella was confiscated before going into pool area. It’s maybe 11 inches diameter, so not going to provide shade for anyone expect baby. Now, it’s $250 A DAY to rent an umbrella. $250. Vegas is too busy to wander all day with a bay, which is why we chose a hotel with a nice pool, so we could spend the hot afternoons cooling down. 4. We were almost charged $50 for touching he snack tray. We don’t touch it. So on request to remove it, we were charged $25, to then be told we actually didn’t touch it. 5. The music is loud. Everywhere. Distracting to try and get baby to nap even outside hotel or eat in restaurants. Not a relaxing or inviting environment for families.

We paid $40 for guaranteed check-in, but upon our arrival at 1:30 p.m., we encountered a lengthy line at the check-in desk. We attempted to check in via the mobile app, which indicated we would be notified when our room was available. Ultimately, we waited approximately 20 minutes in line, after which the front desk was able to assign our room, explaining that the mobile app does not recognize guaranteed early check-ins. The room was above average regarding cleanliness and spaciousness. However, there were no usable power outlets on either side of the bed. Though each lamp featured a plug, neither functioned. In recent hotel stays over the past 15 years, this lack of accessible outlets near the bed has been uncommon. The $16 charge for a single cup of coffee seemed excessive, particularly given the quality, and the refrigerator could not be used for personal items due to weight sensors that trigger charges if anything is removed. The pool temperature was quite cold, and guests are required to pay to use a float in the lazy river. Our dining experiences at Mandalay Bay restaurants reflected higher prices and underwhelming food quality. While it is understood that smoking is permitted on many Vegas casino floors and guests must cross these areas to access amenities, Mandalay Bay’s approach did little to mitigate the strong odor of smoke, which negatively impacted our experience as non-smokers. Additionally, rideshare pick-up is located at the back of the casino, necessitating another walk through the casino floor to reach transportation, often while carrying luggage across carpeted areas. Overall, Mandalay Bay exemplifies some of the current challenges in Las Vegas hospitality, namely, large corporations providing basic service levels and amenities while imposing numerous additional charges. For two nights, our stay at Mandalay Bay cost $906.87 for a standard room with limited features. By comparison, during the last two nights of our trip, we stayed at the Hilton Polo Vacation Club for $569.94, where we enjoyed a one-bedroom suite with complimentary coffee, a full-size refrigerator, a fully equipped kitchen, and a more convenient location on the Strip. My advice: Stay away from Mandalay Bay!