| rev:text
| - M Resort is special I am beyond impressed with it's design, one of my favorite casinos in Las Vegas aesthetically .
Customer Service gets * (one star) from me.
I wrote a review on the pools same thing here wonderful set up awful customer service, not bad but awful. So we wanted to stay at the hotel pretend to be the tourist for a change we got my Mom a room here and decided we'd really give M a chance!
List of things that went wrong:
1) Hectic day we don't even check in until 3:40 pm,... go to check in all is well till we get to our room (we had booked a room with a strip view instead we where looking at the ugly south side of the strip- no view at all really).
2) My sister goes down there thinking it'll be an easy fix,...she gets near the front desk when the concierge (Mario) started helping out and taking people from the line including her. She calls me on the cell to come down stairs because he isn't being helpful at all. After explaining to him and personally showing him the website we booked through guarantees a strip view,... picture and in writing for that cost- he doesn't help at all. He calls up the third party company and hands the phone to me. I'm like why is this company going to care if I'm upset- this is NOT their hotel you are the ones who should care, all we want to do is walk 4 feet across the hallway to another room. (mind you this was on a not so busy Thursday evening... at other hotels this would never be such a big deal palms will move you for much less of an issue then this)....So Mario rolls his eyes at me when I tell him we're locals and all we want is to show my Mom who's visiting a good time. Beyond rude! After spending a good 10 min going back and forth with this guy we get frustrated and give up (prob. should have asked for a manager in retrospect) but we wanted to make it to the spa before it closed at 7pm. So totally angry we trot back up to our room.
3) The lights won't come on.... OKAY, lets take a ride back down the elevator back to the lobby... "Wow this is getting to be pretty stupid!" Where we end up talking to a lady from security instead of a front desk agent this time. She was very helpful but surprised that upon checking in nobody told us that the lights in the room will not turn on unless you place your room card into a slot on the side of the wall which we couldn't even see in the dark. "Thanks!"
4) Our bathroom tv actually won't work.
5) We ask housekeeping to come bring amenities and water (after reading that the 25.00 resort fee included water) we left to get dinner and bring it back to the room to hang out. After being gone a good hour or more and having left Mom there to answer the door should housekeeping come... no water no amenities including no TP was ever delivered.
6) Call house keeping again,... ask again. They take another hour to bring the amenities but say that we must call the front desk for water sense they no longer do that? It's in the book on the room desk in print. What the heck is this fee even good for...? Can't even have water with dinner?
7) Call front desk and on hold (no exaggeration) over an hour. Once we get ahold of someone they tell us the books are old and they no longer give water to their customers rooms. (wait this hotel has only been only a few months and their books are already out of date?) But they brought some up after we said look we got dinner (even though we'd already ate and dinner was done and over)....
8) Fire alarm goes off around 2:30 am,.....wakes everyone up (people are coming out of their rooms trying to figure out if it's for real) about 20 min later after falling back asleep they make a loud announcement that it was a false alarm.
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The next day was much better we gambled a bit, went to the pool for awhile (would have been better hadn't the people near us been smoking cigars) what can you do though? We hit up the buffet which was seafood including crab and some sushi and all you can drink beer and wine.
Mostly I just think that this hotel has yet to work out it's kinks,... fire the bad seeds, fix the typos, and perhaps no longer book through third parties. That's why Wynn and Encore don't book through third parties so nothing like that ever happens. I hope that with time this place can do that because then staying there would be much more fun!
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