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| - I would give ZERO stars if I could! This was my FIRST and absolutely LAST time staying at the Mandalay Bay. My sister and I stayed here for convenience because our friends were getting married at the chapel. It has been over 3 weeks since our stay and I would have posted sooner, but I wanted to give Mandalay Bay a chance to respond, but I have yet to hear from them. Let me give you my back story and you'll understand why I'm so upset.
We check in and we are given a room on the 13th floor. BOOM, I should have known to ask for a different floor right off the bat! I've been told stories about avoiding the 13th and even 12th and 14th floors in hotels because of all the bad luck associated with the number 13. Unfortunately, I didn't feel like being picky (which is completely unlike me!) and decided to go with the flow. #1 rule - always stick to your gut feeling!!! I'm still kicking myself over it. Anyway...
After checking in, my sis and I head down to the pool area, super excited because everyone we spoke to gave such rave reviews about their lazy river. We were thoroughly disappointed as the lazy river seemed much smaller than expected. To our dismay, we had to pay for the inner tubes at $20 a pop! It's hard to relax when you and 50 other kids/guests are trying to do the same thing and all getting elbows to the face. We spent an hour at the pool and headed back to our room.
We ate a late dinner, again at MB (we just kept giving them our money!), and my sis opens her purse to pay and sees none of her cash that she brought for the trip and wedding gift to her best friend, the bride. I remain calm and am convinced my sis misplaced it in our room so we hurry back and comb the place three times, but didn't find it. I still remained calm and said it must be in the car so we go there and comb it several times and still NO CASH anywhere. We go back to the room and check it again and again and my sis starts retracing her steps. She did not open her purse at all that day until we were paying dinner. She left her purse in our room while we went to the pool and we were only gone for an hour. We thought, maybe she got pick-pocketed? But the cash was in a zippered pocket and covered by the front flap of her purse with a magnetic closure so she would have definitely felt someone reach into her bag. The only other logical explanation is that someone came into our room while we were at the pool and stole it.
We go to the front desk and report the incident to security who said that Risk Management will investigate (who, BTW, is closed on weekends - I DON'T KNOW WHY this dept. is closed on weekends when I'm assuming a lot of stuff gets stolen during this time more so than during the week). Security tells us that it should take about 2-3 days and we should call Risk Management for an update. The Security Guard also mentioned that often the hotel will provide some sort of compensation or etc. to help with these kinds of situations. It was already almost 2am by the time we were done so I waited until the morning. I go back to the front desk and explain what happened to a manager, who although was very nice, only offered to change our rooms. I repeated that this was our first time staying here, our friends are getting married here, we definitely do not feel safe staying here, etc. Look, I wasn't trying to take advantage of this horrible situation. All I was trying to get across was it's difficult to have a great time after our money gets stolen on the first night of what was supposed to be a weekend of celebrating our friends' wedding. We would have appreciated more customer service being that it was our first time staying here. Really, anything would have made us feel better. A dinner to one of the restaurants within MB, tickets to a show...come on, MB! You could have done a much better job taking care of your customers!
I called Risk Management the Wednesday after our stay and it seems like only ONE person works there and she's always away from her desk! I left a couple voicemails asking them to call me back on Wednesday and Thursday and she finally calls me back on Friday. She leaves a voicemail saying they are still investigating if anyone went into our room, but proceeds to explain that Nevada State law says that no compensation can be given because the hotel provides safes in each room. So then what is the freaking point of investigating if nothing will come out of it??? And yes, like I said, I waited over three weeks to post a review and have yet to receive a call from Risk Management with an update.
Needless to say, I have told EVERYONE I KNOW about what happened and how poorly Mandalay Bay handled this situation and now everyone who uses Yelp knows.
Mandalay Bay - I hope you read this review and actually respond. I got multiple emails after our stay asking me to complete a survey, which I completed 2 weeks ago asking for someone to contact me and still no one has. No response is a response. Thanks for nothing!
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