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| - This review is a little tough to give because at first I thought it would be a five star review. After our visit is over though and I've had time to ponder the full gamut of errors, I almost have difficulty with two stars.
Check in was fabulous! We waited in a very long line and it took quite awhile but the gal that checked us in was so funny and kind that we totally forgot the wait and just enjoyed her company. The room was beautifully furnished and clean with a great view. Room service was timely and the food was delivered piping hot. And yeah... that's about it! So when you think about it, those are all things that are to be expected when you're checking into a place like the MGM Grand.
Here's the two star review: Just as I sit down to enjoy my room service meal, I hear dripping. I investigate and find the ceiling is leaking in three different places. Within minutes it really starts pouring in! I try to call the front desk and housekeeping and maintenance and one other button only to be put on hold! For quite awhile! Eugene, the maintenance man, was a God send! He helped me move rooms and made me call room service back to get a replacement meal since mine was getting wet by the fourth leak! Mind you my meal was already "free" due to comps received during check in, they kindly told me they would comp my meal for all my troubles! Gee, how kind and generous of them after me having to move rooms in my jammies! Oh, and they comped the $45 upgrade fee for the one night! Again, gee, how kind and generous!
During this fiasco, my husband was at the UFC fights and had his own tale of MGM failures! He paid $750 for a seat that they failed to install! Yep, no seat! Now, Bob was great and friendly and apologetic but basically, they couldn't do much because it was a sold out event. So they thought moving him from chair to chair was a good fix! They put him in a great seat on the floor but when whoever the seat belonged to would show up he'd have to move. No other solution or compensation was offered.
Basically, in my mind, a place like the MGM Grand should be five stars in all areas. I have certain expectations when I stay at a place like the MGM Grand and pay the price for a suite. To have to move rooms at 9:30 at night, by myself, have my meal interrupted and my husband to not have a seat when paying $750 for one, and only be comped $45, is outrageous.
MGM Grand obviously does not care about loyalty and customer satisfaction. We'll be back for UFC events but we definitely will not be staying at the MGM Grand.
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