| rev:text
| - I would like to start off by saying, if I could give this place 0 stars for my recent stay here, I totally would.
Initially, I was going to wait until I got a resolution (or heck even a response) back from the guest services team here at the Delano before I made a review on them, but after an email AND a phone call with no resolution or response, I decided it was time. Please let it be known that when I called, the "customer service" rep's response was "we're getting to it."
My husband and I booked a recent stay here at the Delano for a two bedroom suite. In the past, two bedroom suites consist of two separate bedrooms (usually one king and a room with two queen beds) and two separate living spaces in between them (for a total of four rooms). You would think that when you're paying an average of 400+ a night for a room that they would provide you with the correct room? Not in this case. Upon checkin, the lines were long, when we finally got to the front, the service lady quickly rushed us through the checkin process and told us our room was all set. She failed to mentioned the type of room we would actually be getting. When we finally got upstairs to our room, we got one living room space, with two connected bedrooms. Essentially, we were shorted a room/living area. When we called down to guest services, he pretty much blamed us for not checking with the front desk about the type of room we received. HELLO? If i paid for a specific type of room, I expect to receive that type of room. I didn't realize I have to make request to get the room I paid for. He told us he could look into other available rooms including those at mandalay bay but that would "be for an extra charge." Upon all his "looking," he found nothing and told us to check in the morning. We tried checking in the morning, and of course there was still no room available. After that it was just a waste of breath to even trying to get them to help us in actually getting the room we BOOKED.
So we stayed for a few days and then it was time to check out. You would think they would be better staffed to handle a busy weekend for checkin/check-out. NOPE. The line went all the way to the door entrance. Luckily for us, we started in the middle, so it was "only" an hour wait. For those of you who would like to skip check out lines, definitely check out via the tv in your room. But trust me, you would probably like to review your bill before you leave and if there's any issues, you have to go to the front desk. So we finally got up to the front to check out after an hour, and our bill (at this time) is over $400+ more than what we booked online through mlife. The desk guy had no clue at why it was more so he had to grab a supervisor. Turns out, they were double charging us for rooms for the same day! Once that finally got cleared we left.
And then the problems continue. We get an email about our final bill and what do you know! They decided to throw in a few more charges. They decided to charge us for a beverage (which we did not take) and decided to charge us for SMOKING in the rooms! Let it be known, the reason why I booked a all-suites hotel that did not have a casino was to get away from the smoking. Yes, I have friends who smoke, and who carry that nasty stench to our rooms from outside and from the smoke-filled casinos. And yes, we spent the weekend at a music festival surrounded by smokers and fireworks and yes, that nasty smell followed and carried with us into our hotel. But I am appalled at the accusations of actual SMOKING to have occur in my hotel suite. I'm dumbfounded at how this company finds just ruthless ways to charge people for ANYTHING and EVERYTHING.
DO NOT EVEN GET ME STARTED ON THE MLIFE PARKING RAMPS! Whether you stay there as a guest or visiting as a casino guest, mlife has now decided to CHARGE ALL CARS PARKED IN THEIR RAMPS. Now imagine how long the parking ramp lines are because the machines don't work correctly and your parking attendants are useless.
My husband and I have been MLife members for many years. We have visited MULTIPLE MLife locations both for hotel stays and for gambling, but never have I EVER had such a horrible experience at ONE hotel. The management of this hotel has severely gone downhill over the years.
So for all of you who are seriously considering booking this hotel for a "fun-filled weekend in vegas," don't be fooled by the "pretty exterior" and "wonderful views." Think now about the long lines, extensive charges, poor customer service, and lack of follow-up in all levels of management.
Update** since I noticed that the individual who manages your Yelp page responds quicker than your hotel's guest services-- if you could kindly look up my last name and contact me that would be great.
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