Haylee Christine

Review of Mandarin Oriental Las Vegas

This was the worst hotel experience I ve ever had....

This was the worst hotel experience I ve ever had. Do not claim you re a 5 star luxury hotel when your service is horrific, your rooms are falling apart, and you have zero accommodating amenities whatsoever. . .My husband and I decided to take a pre-honeymoon in Vegas as well as celebrate his birthday. I made the reservation a month in advance and called the hotel at the time of booking to confirm that they knew we were celebrating and also that we would be arriving late at night between 2 and 5 AM. I was assured that all would be well and the hotel would be ready for us. I put down a deposit to book the reservation which covered the first night s stay. I called the day of to also reconfirm that they were expecting our late arrival. After being on hold for 25 minutes I was assured all would be ready and they knew to expect us late. After driving all night and arriving at 4 AM (obviously exhausted) we arrived and when we got to the lobby the lady at the desk very rudely said can I help you? It all went downhill from there. Not only were the staff extremely rude about us checking in, they had no idea how to locate our reservation. They were condescending and even tried to overcharge me. When they finally figured out our reservation they continued to be rude and failed to know we were celebrating. Such a horrific start. The room was nice and clean and the view was great. However we were so upset that we were treated so poorly. We got some sleep and when we woke up found that there wasn t even a coffee maker in the room and also the AC had stopped working. Not a good start to the day. We failed to find it accommodating to stay at the hotel for lunch because there is only one restaurant and it didn t even have that great of a menu (but it charged 5 star dining prices). So we left and walked the strip to find food and coffee. Not so luxury. When we came back to the room it had been well cleaned and there was a note from the manager with two chocolate covered strawberries. It was a nice attempt but it didn t make up for the horrific arrival. What 5 star hotel doesn t go above and beyond to make their guests feel special especially when they have chosen your hotel to celebrate. When I selected the Waldorf it was because I was promised a luxury experience. I thought the Waldorf name took pride in providing exceptional service. I have to say, I ve received better service at a holiday inn. That is sad. Our tv also broke only a few hours after our arrival. When I called to have them fix it, I was told it would be a 10-15 min wait. After 45 minutes of us waiting in our hotel room we became frustrated so we called and cancelled the repair. We did not want to spend our night waiting around for our tv to be looked at because it completely broke, when we are celebrating our honeymoon and trying to relax in our room. We ended up watching tv on our phones. Other than the broken TV, many things were broken in the room. Again, definitely not 5 star quality. I chose the Waldorf because I thought I would receive the amazing quality and experience I paid a ton of money for. It was truly a loss and very disappointing. Never will I ever stay here again. Choose the Aria or even the Cosmopolitan over this hotel. It will only disappoint you and probably make your vacation more difficult and upsetting. I will never recommend this place to anyone. Truly a shame.