The Signature at MGM Grand

Disappointed isn't the word. We arrived at 5pm after a very long flight only to be told our rooms weren't ready. This is a BASIC expectation when arriving at a hotel in any country. To make matters worse, the rooms we were given were on completely different floors, 6 floors between to be exact! After emailing the "manager" multiple times months in advance due to celebrating a special birthday and we requesting joining rooms. When we queried this at reception we had nothing but bad attitude from the staff and were made to feel like we were idiots because THEY hadn't communicated and left notes on our accounts. We were then told that they could put us in separate towers to one another and that we could down grade even though we had all paid an upgrade fee. To make this experience worse we had to wait 2 days before they could get us the rooms we paid for. We were told that we would get the rooms and that ALL of our fees would be wavered. This sounded too good to be true and we questioned this on MULTIPLE occasions and asked if we would need to do anything else and were told no! Despite this declaration, when we then checked out we were informed that we had to pay the fees for the 2 rooms which totalled $340. When asked why this fee was (after explaining everything 6 times already to 6 different receptionists) we were given AI like responses and the receptionist tried to brush us off. We were told that we would need to speak to a manager who was in the other tower. It is LEVEL 1 of BASIC customer service to not make your customers feel this way and I recommend to step it up or find another non customer facing job because the service provided was disgusting from the reception staff. After, yet again explaining the situation, we spoke to the manager who showed 0 empathy and was rude about our experience. If you get to the end of this review then please take my advice when I say set your expectations low if you are going to stay here.

DO NOT STAY HERE!!!!!! If I could leave 0 stars I would have. I have never experienced such poor customer service in my life! I stayed here with 5 other girls for my 30th birthday, it was shocking from start to finish! The reception staff have 0 empathy, they are so rude & couldn’t care less about the guests staying at their resort. We emailed ahead multiple times to get rooms together, when we arrived we were told there was only one room, and at 5pm this wasn’t ready?! then they finally found the second room; one room on 20th floor and one floor on 26th floor, the options we were given were to be in separate towers or downgrade????? When we had paid for two upgraded rooms! After finally being promised we could change to joint rooms the next day, this still wasn’t fulfilled. Following this we were told by multiple staff & a “manager” (only via teams/phone not in person, as they couldn’t be bothered to speak to us in person) that ALL of our resort fees would be wavered & we could move rooms the next day. We had to check out & check back in, packing and moving all of our luggage. We have then gone to check out of the hotel & they now say we will still owe them resort fees!! Lies and more lies. After speaking with ANOTHER rude, sassy staff member & a “manager”, explaining how disappointing our stay has been, they did absolutely nothing & told us they don’t care how sad and disappointed we are. They couldn’t have cared less about us or other guests at the hotel. Very sad. I would never ever recommend this hotel to anybody and if you’re looking for a great hotel with good service, DO NOT STAY HERE!!!!

MGM is nice and a large property. No real outstanding restaurants but Wolfgang Puck and Emiril’s is always reliable. MGM needs updating (lighting snd carpet) and streaming through TV would be nice. Location and tram access is a plus.

Valet is the only parking option! Valet damaged my vehicle door and has refused to pay for damaged caused by their valet drivers. Security stated they would review video of my check in and compare to damage on passenger door, they now refuse to do so or allow me to see video taken by the hotel because they know they caused the damage. Damage to my car door is over $4,000 - Do not stay here unless you want to be ripped off.

Mgm grand signature suites was at the Excalibur end of the strip and set a way back but fully enclosed carpeted (& travelators) walk through the casinos to the strip. Not ideal location for popping in & out as minimum 15 minutes walk between tower and the strip. Lots of pools and facilities available, however we were quite disappointed with the room. No house keeping service for the 5 days we were there, despite putting the sign out and very random selection of unlabeled toiletries in the bathroom. We tried to apply for late checkout as our flight wasn't until 21h but as the unit/condo was independently owned, 'hotel' staff couldn't help us, neither could our booking agent opodo/edreams. Considering it's a 4* hotel and part of a huge group, we were quite disappointed and we won't stay at this 'hotel' again.