James Rapaglia

Review of Mandarin Oriental Las Vegas

Got a text telling me my room was ready, 8 hours l...

Got a text telling me my room was ready, 8 hours later I tried to check in and it still wasn't. The buttons that work the lights in the room might have been slick at one time, now they're broken and I had to sleep with the lights on, tried calling front desk, housekeeping, concierge, valet, bellhop (all the buttons on the phone) and no answer at any of them. 0/10, do not recommend. Could've stayed for a fraction of the price right next door and been able to turn off the lights in my room.
**UPDATE** In addition to the room being in disrepair and nobody available to fix it, THERE WASN'T EVEN TURN DOWN SERVICE IN THE ROOM! When I checked into my room, it was 75 degrees Fahrenheit in there and I turned the air conditioning down to 60. Three days later my room had only cooled to 73 degrees. And as you can see in the manager response below, I spent 331,000 points on this hotel, their pittance of an attempt to "make it right" was to offer 56,000 points back, or said another way, "we failed the check-in process, the lights and air conditioning were malfunctioning, there was nobody on site to address your concerns, we didn't even change your sheets or make your bed or give you clean towels--one of the most basic expectations in ANY hotel, let alone an expensive luxury brand--but we feel like we missed the mark by less than 17%" because evidently, as I was told by the manager, COVID-19 is something we just need to deal with (meaning the customer is expected to lower their expectations), and they shouldn't have to tell me before I book that I WILL NOT receive what I'm expecting from a luxury hotel that still charges luxury hotel prices.