Mandalay Bay Resort & Casino

I am extremely disappointed with my experience at Mandalay Bay. I came here with my two children to celebrate my son’s birthday, and unfortunately, what was supposed to be a special day turned into an extremely stressful and upsetting experience. I arrived around 10:00 AM and asked about early check-in. I was willing to pay for early check-in, but I was told that it wasn’t available. I was then told to wait until I received a text message when my room was ready. Later, when I called for an update, another employee told me that I should have been given a room key and access to the pool even though the room wasn’t ready yet. This was extremely frustrating because nobody had explained this to me when I originally checked in. My son was so excited about his birthday and the pool, but we were left waiting for hours. By the time I finally called and complained around 3:00 PM, I was told to come back down—and I had to stand in line all over again with both of my children just to explain the entire situation for a second time. That’s when I spoke with Miguel. I was already extremely frustrated and crying while explaining what had happened. Instead of simply resolving the issue, there was confusion with my reservation and I was even almost charged again. Miguel had us wait approximately another 30 minutes in the front/check-in area with my children while he had to get a manager involved to figure out what was happening. I explained to Miguel that it was my son’s birthday and that my son has autism, and that the entire experience had been especially difficult because of his needs. I was genuinely overwhelmed and upset at that point. We didn’t finally get our room until around 4:00 PM. The pool closes at 6:00 PM, meaning we had already lost most of the day waiting around instead of enjoying the birthday experience I had planned for my children. Mandalay Bay eventually gave me a $150 food and beverage credit as compensation. I appreciate that they attempted to do something, but unfortunately, it did not make up for the experience. We didn’t even end up using the credit because we are a family of four, and the amount didn’t feel sufficient for what we had lost. The biggest issue wasn’t simply the wait. It was the poor communication, being given conflicting information, having to repeatedly explain myself, being sent back into the line with my children, and spending hours dealing with something that should have been handled properly the first time. This was supposed to be my son’s special birthday, and instead I spent a large part of the day crying, frustrated, and trying to get someone to help us. I expected much better from Mandalay Bay. Families, especially families traveling with children with special needs, deserve better communication, patience, and customer service. This experience completely overshadowed what was supposed to be a happy and memorable birthday for my son.

Checking and check out process is not efficient, they need to hire more qualified personnel.

We had a wonderful stay at Mandalay Bay. This was our first trip to Vegas and this hotel/casino exceeded our expectations on every level. We were upgraded to a 2 bedroom suite before we even arrived. Check-in was seamless. All staff we came in contact with were friendly and helpful. There are so many things to do that you literally do not need to leave the casino.

We reserved a penthouse room 62 -233 and upon arrival the bathroom was dirty, room dusty and the bedroom tv didn’t work. We called guest services 3 times before they finally sent a service tech. The technician confirmed the tv was inoperable and left with no solution. There was no body soap and the tub area was disgusting. They said we had a $150 room credit for th package we booked and anywhere we went, no one was able to look up our room number to be able to use the credit. Upon checkout, not even the checkout concierge could locate our reservation by our room number. They chose to credit our “resort fee” but didn’t care that we paid extra for an upgraded room and didn’t have a tv the entire stay.

From the rooms to the tables and to the restaurants, everything was exceptional. The people at Mandalay are the right kind of people also. Not to stuck up and not roaming the casino floor in their pajamas.