Delano Las Vegas

We recently stayed at the W during our trip to go to NBA Summer League. Originally we had booked at Mandalay Bay but upon arrival at check-in we were upgraded to a suite at the W. The suite was as spacious with a second bathroom, great for the three of us since we stayed for a week. Great view of the pool area and the planes departing from Harry Reid. Very convenient to the tram and the Uber pick up spot.

Hi, I recently was there for my birthday weekend and I was given a room that had a messed up closet. There was a big stain on the couch. Then when I spoke to the guest services, I was told I could move rooms. I never got a call or text so I called back to see if my room was ready. They said they had no record of the switch so I had to wait when I finally got my room. There were carpet stain splash of something on the wall and a couple of food pieces in the sink I was very disgusted when I spoke to the front desk the woman told me they had a special where they could upgrade me to the 62nd floor penthouse suite for an additional $200 per night, which would’ve been $400. That really left me feeling disheartened the maintenance man when he came did give me a $25 credit for me and my sister to use this was my birthday weekend and I was seriously disappointed. I did do your survey. I asked to speak to a manager and was told one would contact me and they never did by this time. I was too exhausted to even make a fuss I do hope that you use this as a training exercise or something to teach people how to better serve customers. I had more expectation from this hotel as a lot of my friends said they’ve stayed here before so I can’t say that I feel the same.

My husband and I were upgraded to a suite in the W. We were absolutely thrilled to get a corner suite as we were going to be there for six days on business when I went to unpack there were no drawers 112 inch closet with six hangers? They apparently do not put places for you to have your clothes in a suite changed to a regular room on a much lower floor just to have somewhere to put our clothes for the week. The hotel is dim and dark and dingy. The furniture was chipped, scratched the bathrooms were disgrace with mould and caulking all over the place. The Marriott should be ashamed of themselves for not even taking a black magic marker and fixing the problems it was a very far walk to the pool through the casino so that could be a little uncomfortable if you’re not happy in a bathing suit.

I had higher expectations for the W Hotel, but several aspects of my stay were frustrating and disappointing. First, it felt incredibly inconsiderate that the in-room fridge was completely stocked with overpriced alcohol and water, leaving no space to store anything of my own. It's clearly designed to push sales rather than offer convenience to guests. The hallways constantly smelled like cigarette smoke or marijuana. The smell was overwhelming at times and gave me headaches on at least three different occasions. For a hotel of this caliber, I expected better air quality and enforcement of non-smoking policies. I also attempted to book a cabana online, but the hotel’s website was down for an extended period. By the time I was finally able to make the reservation, the price had jumped by $50. When we did get the cabana—at $575—I expected at least a semi-private, relaxing experience. Instead, there were people constantly wandering into our area to take photos of the pool, standing right in front of our chairs. The setup was nearly identical to the general pool area in terms of access and space, so I truly don’t understand what the extra charge was for besides a towel and a nameplate. To top it all off, the in-room hairdryer actually burned my hair, which caused damage and made me late for dinner while trying to fix the mess. For the premium price point and branding, the W Hotel should offer a far more polished and guest-focused experience. Unfortunately, this stay left me disappointed and unlikely to return.

Thanks for making our stay such a great experience. We have stayed at the Mandalay bay previously several times but really enjoyed the rooms at the W. We stayed in 2 Queen suite and room was perfect for our 3 day stay. Very impressed with cleanliness of the room and amenities. Staff is friendly and was able to see the Michael Jackson show. Check in and check out process was a breeze. Sharing the pools at the Mandalay was great but staying at the W was fantastic. Both adult and family friendly hotel and location is perfect. Would definitely recommend to anyone