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| - Edit 12/13/14:
I completed an online survey about my stay and detailed all the places where I thought Delano missed the mark. Management replied in a timely manner and rectified the situation to my satisfaction. The main thing I want is for their awareness on areas where they maybe fall short so that they could improve upon these things, and I'm glad to know they are reading our feedback. There's so much potential for a really good hotel, and them reading our comments is the first step to getting there. Because of that, I can round up my 2 and a half stars to 3 stars, as opposed to my original rounding down to 2 stars.
Original review:
Will management continue to listen to the feedback of their guests like they did when everyone was complaining about their pillows? If the answer is yes, then Delano has the potential to be a good hotel. In the meantime, there are some things in need of major improvement: namely, cleanliness and customer service.
Where to begin? The shelves in the bathroom were extremely, extremely dusty, and it was rather disappointing to find hairs in our sinks and bathtub. (And what were those black stains/scratches on the toilet seat?) Then, when I went to inspect the linens on my bed, guess what I found - yes, more hairs. I ended up using tissues and getting rid of them myself. Still, I, the germaphobe, felt too grossed out to get under the covers and at bedtime just used my travel blanket, which only covered part of my body. I called Guest Services the next morning to request that housekeeping come at a certain time, as well as to change the linens in our room. I was going to request a later time during the day as I needed the room for a glam appointment midday and didn't think they'd be able to get to our room so early in the day, but when the person I spoke with offered to have someone clean our room immediately, I took her up on her offer. Now here is where customer service ended up being a big let-down.
We came back to our room after lunch to find that our room had not been cleaned, after I had already told them what time I would be returning to the room/would be needing to use the room. I called Guest Services once again, and the person I spoke with apologized and promised to send housekeeping at our later requested time. Before that though she offered us dining credit if we were to take them up on their offer of having our room cleaned right then and there, but we needed to be in the room at the time so we had to decline. Later that night, upon return from our dinner and show, we came back to find that the room had STILL not been cleaned as promised. I called down yet again. After being on hold for a rather long time, I received another apology and at that point, since it was already late at night, I just requested a clean set of towels. Once again I slept with only my little travel blanket to cover me.
They are in the hospitality business, but I did not feel they were hospitable at all, as I feel that they did not care for my needs nor do everything possible to provide a comfortable and welcoming stay. Perhaps it was miscommunication between Guest Services and Housekeeping, and if so, they have got to fix that problem asap.
As I noted earlier, Delano has potential to be a good hotel. Their location is great in my opinion - plenty of entertainment and dining options (if you include Mandalay Bay and Luxor and Excalibur which are next door) and a super easy walk to the Michael Jackson One show as well as to restaurant row at Mandalay. Room views are nice on that end of the Strip whether you have a Strip View room or not. The rooms themselves are large with floor-to-ceiling windows and spacious bathrooms. It's a non-smoking, non-gaming hotel (which I prefer) with a nice scent wafting throughout their hallways. Furthermore, while valet parking is not free, their self-park garage which they share with Mandalay Bay is, and it's not far at all from the Delano entrance. You probably also can find some reasonable rates for their rooms, especially considering how large the rooms are.
When it comes to hotels, I value cleanliness and location, and appreciate good customer service. One out of three of those things makes it less likely for a return visit. If I want to stay at this end of the Strip again, I would rather stay at the Four Seasons, even with their higher rates and farther location from the main action at Mandalay Bay and the walkway to the neighboring hotels.
I have to give Delano two and half stars. The potential is there, but they missed the mark in some very important areas.
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