Jennifer Gray

Review of Mandarin Oriental Las Vegas

We were extremely disappointed with this property....

We were extremely disappointed with this property. First of all, the customer service from the staff is terrible. Being Diamond members typically you are at least greeted and thanked for being loyal. This was not done. We weren t able to check in until after 3 p.m. even though we were told when we arrived that our room was in the final inspection phase. We were told they would text us when it was ready. We never received a text and waited 5 hours after we arrived for our room. Turns out they gave our assigned room to someone else. Nothing was explained including the need to take two elevators or that you need the room key for the elevator to work. We weren t given water when checking in and the amenities/credits were not explained at all. The staff were not helpful at all and just appeared to be trying to book more rooms for the time period. We sent and e-mail to the general manager and did not get any response. We attempted to get a late check out to accommodate our later flight and were told no even though this is typically done for Diamond members. I have no idea why a resort fee is charged at this hotel because there is literally no amenities. Also, there are no ice machines and you have to call room service to get some sent up. There is also not a refrigerator so don t bother bringing any drinks to keep cold. Overall, very disappointing for a Waldorf property. The hotel is dated and needs updating. Location is good but otherwise we ll stay elsewhere where at least we are treated respectfully and not like we did not belong there.