| rev:text
| - Before I start, +1 for the beauty / value of the suite and professionalism of the staff.
But I'm actually pretty shocked at our experience at the hotel. The hotel casino & lobby area was pretty and glitzed up for Christmas / Boxing. But our experience was marred by a failure of the customer service apparatus at every level even for a Gold+ member from beginning to end.
We came here as a family with 4 rooms during the slow time before Christmas. So when we booked via my Gold status on the MLife site, I even called in to make sure they were nearby or connected. When we arrived, the line for the Gold+ level members only had 1 person while the regular line was really long. The request was lost (go figures) so our kind receptionist tried her best to find rooms closer together. But after 30 minutes (and by that time the regular line already cleared out :-( ), she had to downgrade one of my rooms to make it work. She even mentioned that she had to deal with many very irate people pissed that Hakkasan was closed but nobody let them know when they booked. I'm not a clubber but who's running the MGM ship? That grueling check-in gave a bad omen on the stay already...
So our rooms smelled like light smoke but we were so tired from check-in, we didn't want to go through that ordeal again. Let me list what went sideways instead of writing it out.
1) Our bathroom light was broken. We called but it never got fixed
2) Our Shower temperature handle was broken. It either got super hot or cold. Never got fixed
3) On our second night, my wife wanted to have a bubble bath. Black water came out of the tub spout. I had a black-humor laugh at my wife's expense.
4) Asked for housekeeping to spray the room to clean out the smoke smell. Since they didn't do #1 or #2, just a guess they didn't do this as well. They told me to call sooner if we smell smoke to catch smokers in the act in the hallway. It felt like my old days playing Bad-Cop RA. I don't want to be a snitch to get a smoke-free room!
Also, Avoid the 4th floor. You're at the roof level and its a little awkward greeting workmen through your window in the morning in your nighties. Needless to say, we had the shades down the whole time after that.
Needless to say, I'm giving low ratings not for the broken things in the room since I understand Vegas. I'm giving it for the customer service promising service but never delivering. If a MLife Tier member had to deal with this, I wonder how the regular peasantry feel...
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