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| - I come from a family of gamblers, my dad has been a strong supporter of MGM and all of Mlife casinos, he's a noir card holder member. MGM has always been like a second home to me because I'm here a least once every 4 months. This weekend however, has been one of the most horrible experiences of my Las Vegas life.
1. They downgraded my two bedroom suite to two connecting rooms. I asked to speak to a manager, they no longer have supervisors or managers on site. When you ask to speak to management they pick up the phone and have you speak with them. Ok, you guys want to act more balsy over the phone since you don't have to face your customers? Ok, that's fine. I've had downgrades about 3 times in my whole Las Vegas experiences, why was I ok with it then and not now? Well, each inconvenience I've been awarded food and beverage credit towards the room, free buffet, free spa, and was even awarded complimentary stay for the whole weekend without having to ask for a thing! It was all done just to keep me, the customer, happy. What was I offered this time? A complimentary cancellation of my whole weekend. The woman who I spoke with said she would grant us food and beverage credit which was never added to our room credit but even getting that credit was like pulling teeth, getting responses like "don't let a room dictate your experience here, if I had to give food and beverage to everyone who had an inconvenience we would be broke". That was probably the most ignorant response from a manager I have ever heard. Not even a 5 year old would believe that. Or how about "ma'am we can't control high rollers who want to stay another night we can't kick them out" *facepalm. What am I chopped liver? Should I have came with my dad? Would he get more respect than I do? Apparently so, someone at the casino even told us what really goes down at the MGM. I wish I'd known before.
2. We arrived to our room and it's not even clean. We had to call someone to come and finish the job.
3. The elevators. It's not an elevator it's a moving sauna. The hallway to the elevators was a sneak peak into how hot the elevators really were. They were moving saunas. No joke, EVERYONE in the elevator complained. We joked that we were all struggling to share the air. The whole weekend stay it was like this and we brought it up to the staff 3 times. The bathroom of our room was also extremely stuffy, no ventilation whatsoever. I was sweating while trying to put my makeup on.
4. Taxi/valet service. The first guy was awesome, complimented how gorgeous our group was and because I'm a platinum card holder I'm able to get priority in the taxi line, so they were able to get a limo the first night and 4 cabs the following night to dinner. When we went out again that night after dinner everyone was excited because we didn't have to stand in that huge hour long line. Here come mister sour puss, "we gettin a limo?" I tell him the girls just wanna do cabs this time and he says "it's only 1 cab per Mlife card". Out of allllllllll the years I have been coming here, not once has this been an issue. Ever. I explained this to him and he says he would do it "just this time". What it was is he was too lazy to call 4 cabs which takes you less than 5 min to do.
5. Went to top golf Saturday night because my husband was also in LV golfing at all the different golf courses and decided to check this place out because it's more of like a cosmic bowling experience and he didn't want to bring his golf clubs. Coincidentally, we were at the bar talking about how horrible MGM has been and I accidentally dropped a drink on my lap. Not much but I needed a napkin, I asked the bartender for a napkin to which he replies "we don't have napkins" and walks away. I laughed, my husband laughed, we thought he was joking. Nope, he looks at us like we are stupid for THINKING the bar would have napkins. I see another bartender a young lady and I called her over and asked her for a napkin. "Sure, here ya go" hands me a handful of napkins from the bar where I was told there were none. I know people who read this will be like "it's just napkins" to me this was the last straw. The perfect ending to a horrible weekend.
6. Oh and we paid 60 dollars for parking. First time ever having to pay for parking.
Please, customer relations spare me your generic responses. If you want to make a difference reach out and make things right.
*google MGM grand and you'll see all the unannounced changes.
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