Laura Pierce

Review of Mandarin Oriental Las Vegas

I get it. Covid-19 is going on. The hotel isn't du...

I get it. Covid-19 is going on. The hotel isn't due to reopen until 07/01/20. But why isn't anyone answering the phone or returning messages? If we're planning to stay there starting on 7/3, we may want to book some things in advance and have some questions answered. I've been calling for over 2 weeks now and cannot find anyone to help me. Furthermore, when I called reservations (because that's the only extension answering calls... convenient) the agent couldn't care less about my business. When I explained my concerns to her, she offered no solution and the explanation was Covid-19. When I said it's probably better to just cancel the reservation, she literally canceled it before I finished speaking the words. And just like that our honeymoon stay was ruined. I honestly cried after hanging up with the agent. I would never expect a 5-star, world renowned hotel to treat us this way. Our honeymoon to Europe was already ruined by Covid-19 and now this. I know I'm venting but I just don't understand why the customer service was so bad. We'd been looking forward to this stay because we were confident in the service and quality that Waldorf is known for. Big disappointment!