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  • Horrible first impression. Waiting in the lobby for our two bedroom suite to be finished cleaning while everyone else is checking in so easily. It's been almost 2 hours. My party is tired and exhausted. To get my room key will be the 3rd time I've had to wait in the check in line. Sorry Mirage but you have left a bad taste in my mouth and my first impression of this hotel is bad. Even after the check in time, you shouldn't make guests wait no longer then an hour for their room to be ready. I normally stay at the Venetian/Palazzo which offers excellent customer service and never had to wait for my room to be "ready". In fact, of the 10+ years of my numerous Vegas visits to other hotels had I had to wait so long for a room. Edit: after much complaining to the front desk. they finally offered another room after two and a half hours later. Their excuse? Our room was still getting cleaned and they are going to give us another room that they were holding for one of their VIP guests. It was disappointing because this was my birthday weekend for my big 30! My party and I wanted to watch the Boys to Men concert, but by the time we finally got to our room we were exhausted and missed it! After speaking to about 5 different different people at the front desk, it was clear to see that they need to train some of their staff better with customer service. One of them was extremely rude to my sister, an Asian guy with a shaved head. I wish I took his name down. He was an ass to us. Besides all the drama, I absolutely love our two bedroom suite and the view it has to offer, therefore I'm giving the Mirage two stars.
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