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  • My husband and I like staying at MGM hotels because of the exceptional customer service. As far as MGM properties go, the overall service here was the worst we have had. The property itself is absolutely lovely. The tropical garden in the lobby atrium is beautifully kept and an incredible place to wander through. The casino is very well kept, bright and airy and not smoky (a huge benefit for me; I hate smoky casinos). The variety of restaurants is excellent, and the Siegfried and Roy secret garden is spectacular. But the hotel itself? Well. Our room was beautiful. We had a king tower room, and the bathroom was absolutely exceptional, with a beautiful, large glass shower, a deep and luxurious tub, and double sinks at the huge mirrored vanity, along with a bench to use it as an actual vanity. Plus, plus plus. However... our room wasn't made up until quite late every day. The earliest it was finished was quarter past four. My husband and I prefer different sleeping temperatures, and when I called down to ask for a fan, I was told to purchase one in their shop. When I asked for a blanket, I was told the same. What kind of a hotel doesn't provide an extra blanket for the room? I've stayed at much lesser hotels that are happy to provide both fans and blankets. Pillows were left on the floor some days. Towels weren't always put away in the bathroom. One day, our room wasn't made up at all, and when I called to ask about it, I was told it was marked as done already; from people I met in the hallways that evening, it was clear I wasn't the only person dealing with this that day. Other than one doorman that greeted us on entry and went out of his way to offer to take a picture for us, the staff we encountered seemed a little less interested in taking care of us than we've found is the MGM standard. No friendly hellos in passing, no thanks for staying with us, etc. I missed, honestly missed, the way going to an MGM property always feels like coming home, where everyone cares that you are there. I really didn't get that feeling from the Mirage. So, while the physical beauty of the hotel is tops, the service is not so much. This could have been a favourite property of ours if only that service had been up to standard.
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