| rev:text
| - I sent an email but never heard back....
I just returned from a trip to Vegas, and I wanted to reach out to you about my stay. I called a couple of months ago to book my weekend visit, and was given 1 night comped and a discounted night as well. I was also provided $30.00 in free play and $50.00 in food credit. The purpose of my visit was a getaway for my mom who hasn't been to The Mirage in 27 years, or to Vegas! She and I were very excited.
I checked in at The Mirage on March 4th for a 2 night stay. Upon arrival, I was provided an upgrade to the 25th floor into a King Suite, and we were thrilled with the customer service at the front desk.
We got into our room, and everything was great....on the surface. Then it all went downhill.
The bellhop brought up our luggage (7 pieces) and placed some things on the counter above the refrigerator. Because of this, we did not see the flyer that stated not to place personal items in the fridge. We placed food that my mother brought to me from the east coast. Needless to say, that food spoiled as the fridge wasn't working.
Our toilet didn't flush unless you flushed 5-10 times, our shower was filled with mold, the ice bucket had a bag of water inside of it and we had invoices and personal letters in our room (from previous guests) that were dated February 5th, so we knew that our room hadn't been cleaned well.
At first we called the front desk and we were assured that someone would come to our room, fix the toilet/mold and clean for us. We were given an additional $50.00 food credit but the cleaning and fixing never happened.
The following day, Saturday, we called again to the front desk and again, we were told that someone would come at noon to take care of the problems, again, this didn't happen.
On Saturday night, I had enough, and stood in the check in line for 40 minutes so that I could speak to someone about our room. I spoke to a lovely lady, and I should have written down her name. She tried so hard to assist, and provided an additional $50.00 in food credit but explained that the hotel was sold out due to the race and there wasn't another room to put me in. I understood, and was grateful for her trying.
On Sunday, I was done..the toilet put me over the edge, and it was truly disgusting.
I checked out, and graciously was comped for the entire weekend. I was and still am very thankful for this gesture.
We went outside to get our car from Valet, and then all of the kind gestures went out the door once again.
I saw the valet attendant pull my car up, he got out said my name, but didn't give me enough time to gather my 7 suitcases and get to the car, so he drove off and parked my car.
I went to the valet stand to let them know that I needed my car pulled back up as I couldn't carry all of my baggage and they refused!!! What the heck?!!
I don't know how the staff can be so great in some areas, and then not so much in others.
If it wasn't for the front desk and customer service, I would never return. I have stayed at almost every hotel in Las Vegas, and I have seen worse, but I have definitely seen better.
Thank you,
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