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  • 3/14/2013: I was SO disappointed with this hotel's customer service. Especially since I had read all of the reviews saying they were exceptional in every way. I went for a wedding photography conference held at the MGM conference center and was deciding to stay at the MGM Grand or the Signature. I knew the MGM Grand was waiving the resort fee as part of the group rate but I wasn't sure about the Signature so I called to ask. I was transferred to the group reservations representative who told me that the Signature was in fact waiving our resort fee as well. With this information, I decided to book the Signature instead of the MGM Grand. When I arrived to check-in, they told me that I had to pay the $20/night resort fee and I was shocked that I was misinformed. I was even more shocked when I asked for the manager and had to debate with him for almost 20 minutes because he refused to waive the resort fee despite his employee's mistake. After getting extremely frustrated and disheartened at the way I was being treated, we settled on a food/beverage credit for the amount I had to pay extra. I decided to take it since it was better than nothing but as a business owner I was appalled at their failure to properly rectify their company's mistake. I highly doubt I will ever stay here again and will choose another hotel to stay at for my annual trip to WPPI. UPDATE 3/15/2013: I received a phone call from Levi, the hotel operations manager, today who wanted to follow up about this issue. I was pleasantly surprised that he reached out to me even after I returned home! He was courteous, apologetic and eager to improve my experience with their hotel. They refunded the resort fees I paid and ensured me that all persons involved were coached appropriately to avoid this mistake in the future. I really appreciate The Signature taking strides to make this right and I feel so much better now. I'm glad I got the chance to see the exceptional service everyone has been talking about! Thank you!
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