The horrible customer service is what makes this a...

The horrible customer service is what makes this a 1-star hotel. Before arriving to the hotel, I spoke with numerous reservation reps to ensure everything was in line with expectations before arrival. I requested a high floor room with a strip view and was told that I would be able to get that if there was availability. When I arrived to check in at around 3:00pm, I think I was given the normal up-sell chat. If you want a middle floor, that will be $10 more per night, if you want a high floor, that will be $20 more per night. From speaking with the reservation reps, they never once told me that any of this would be an extra charge. They only said that if it was available, I would be able to get it. After some arguing with the check-in person, and having to involve a manager, we were able to get a room on floor 23. During this conversation, I made a request for extra towels, coffee, and the sofa bed to be made up and I saw the lady write all this stuff down. We go to the room to drop off our bags and then head out for the afternoon around Vegas. We come back like 6-7 hours later, ready for showers and bed, and realize that none of our requests at check-in were completed. I call down and request these items for a 2nd time. Forty minutes go by and we still don't see or hear from anyone. I call down again and speak with the manager and he says he sees the request and someone should be on the way. Finally, someone from housekeeping shows up and he is possibly the rudest, most unhappy hotel employee I've ever witnessed. He gets the sofa bed made and we ask for a 2nd pillow for that bed and he looks at me like I have 2 heads. He says, we only put 1 pillow on the sofa bed. ARE YOU SERIOUS? I don't care how many you usually put, if a guest asks for another one, just give it to them. The bed is made up incorrectly, so we must take it apart and completely redo it. Another night during our stay, we stopped by the front desk, on our way in for the night to ask for more towels, seeing how long it took to get them in the past. Of course we were told that we must have them sent up. So, we go to the room and 30+ minutes go by and still no towels...AGAIN!

Back to the first night, when I go to get in the bed that's in the bedroom, I always check to ensure the sheets cover the entire mattress, because I don't want my feet touching the nasty mattress pad. Of course, the sheets do not cover the whole mattress and the pics attached show this. So now I must take everything off this bed and remake it too.

One thing I forgot to mention in the beginning is that we decided to have a delivery from Instacart for things like bottled water, snacks (no refrigeration needed), and some Clorox to clean the jetted tub so we could use it. Since our flight was delayed a bit, I called the hotel before take-off, to see if they could hold the items for us if we were not there in time. I was ensured that this was ok and the hotel would hold them if the name on the order was the same name on the reservation. So, it happens, we aren't at the hotel when the delivery person arrives and he calls me to let me know the hotel will not accept the order. This is after one of their employees told me they would be able to hold the items. While trying to get our luggage at the airport, I'm trying to get in touch with someone at the hotel to get this figured out, but they all say they can't take the items now. Another great way to start the trip with a lot of misinformation given by MGM employees.

On the second day of our stay, I decide to fill the tub with water and the Clorox I purchased, to sanitize the jets and the tub. After doing this and draining the water, there is a layer of disgusting filth that lines the tub, jets, and water intake for the jets. It's just disgusting how much stuff came out of the jets (see pics).

This was a b-day trip for me and my mom's first time in Vegas, yet the hotel completely ignored both of those even though they knew in advance.