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| - In preparation for attending a conference held at the Mandalay Bay, I booked a room on the conference block two full months prior to the conference date. I was scheduled to fly to Las Vegas on Monday and on the Friday prior I called the hotel with a couple of questions at which time they confirmed my reservation and everything seemed fine.
At 7:30 pm the night prior to my departure from New York to Las Vegas, I received an email from the Mandalay Bay stating the conference block had been overbooked and I was being relocated to the Four Seasons, which is attached to the Mandalay Bay, but entirely separate from the MB (read my Four Seasons review as they are a true lesson in quality service). I was advised my room and tax would be charged by the Mandalay Bay and the resort fee would be charged by the Four Seasons. I checked into the Four Seasons without an issue.
After settling in, I went to the Mandalay Bay to walk around. I signed up for the MLife card a couple of weeks before arriving as the concierge suggested I do so for additional perks during my stay. I went to the desk and got my card. I played a while on slots, but didn't have much luck so I went to dinner at one of their restaurants.
One night after daily meetings, a few people also attending the conference suggested we have dinner and walk the strip. They went to the MLife desk to get their card and after a few minutes of the clerk explaining rewards, etc, they were all comped towards a meal. As I was standing to the side waiting, they told me to get my card comped because I was with them and the conference. The clerk asked me if I were a guest at MB and I said I had a reservation, but was shifted to the Four Seasons due to overbooking, but I was part of the conference. She said "I can't do anything for you because you are not a Mandalay Bay guest." It was embarrassing and she was quite dismissive. I did not press the issue; I just said OK and took my card back.
I was scheduled to check out on Friday, December 4th. On the Wednesday prior, I had a private matter come up and needed to change my stay and check out on Thursday and catch an evening/overnight flight home so I could be home for a personal reason Friday afternoon. I checked out of the Four Seasons on Thursday morning (very early as I had a full day of conference sessions) and they adjusted the reservation on their side and advised me to tell the MB of the change. I called the front desk of MB and explained the situation and was told I would have to still pay for the last night, Thursday, a night I would not be staying. I had already checked out and the FS offered to store my bags for the day. The MB person on the phone kept saying he understood my problem, but it was policy and I would be charged for a room Thursday night even though I checked out at 7:30 am on Thursday morning. I was going to be charged room and tax for a night I would not be there. Then I looked at my bill and the MB had also charged a resort fee. I advised that Four Seasons was charging the resort fee and was told that was different. I advised them I should not be charged a resort fee when I am not actually staying at the resort and where I was staying was also charging the fee. I asked to speak with the concierge. The concierge, another person who was very dismissive, told me I needed to contact reservations who then turned around and told me to call the concierge. I finally emailed guest relations and explained the situation again and said I was planning to contact the corporate offices regarding the charge as well as how poorly I had been treated. Within 5 minutes I received an adjusted bill. There was still a resort fee on it, but I pointed it out and it was removed.
I am an extremely patient traveler as I have been traveling for business for over 16 years. I stay at many hotels and have minimal expectations (reasonably-priced, clean and safe). Never in my 16 years have I felt so unwelcome at an establishment. From the overbooking to the issues I had with cancelling the last day, my view of the MB has been tarnished and I will not ever stay with them or any affiliate nor would I recommend staying.
The Good
The Orchid is good for continental breakfast at a reasonable price in the morning.
Border Grill is exceptional. Happy Hour has good deals.
Conference facilities are very well-appointed, although some areas are under construction, but the rooms are very cold so if you are there for a conference, be sure to dress warm.
Security staff are very helpful and friendly.
The Bad
Food is expensive; even the food court. $14 for a slice of pepperoni pizza and a medium Pepsi. $5 for a water.
Slots are tight. Little to no payouts/bonuses.
Drinks from the floor are free (tip the waitresses as they are good) but I suggest getting a beer as the cocktails are not the best.
Wifi is terrible. I was only able to connect as a guest and it kept dropping the connection.
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