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| - This review is strictly for the Las Vegas Suites property management company and not the MGM Signature Suites hotel. Las Vegas Suites manages certain rooms in this hotel and we had the misfortune of staying in one of them on our recent trip to Vegas. Staying in a room managed by LVS is a MUCH different experience than staying in a room that's actually part of the MGM hotel.
The reason we booked this stay to begin with was because we had stayed here previously and had a great experience, but we stayed in an MGM managed suite. This time, I booked the room through Expedia and didn't pay attention the small print when I paid for the room (does anyone really look at that stuff?) Big mistake on my part.
Upon checking into the hotel we immediately noticed a few things that were instantly different from our last stay. First of all, when I made the room reservation, I specifically stated through Expedia that we wanted a room on a high floor away from the elevators. My wife and I are very sensitive to noise and, having travelled extensively, know that rooms near the elevators tend to be the noisiest so we wanted to be as far away as we could. The front desk person told us that not only had they booked us right next to the elevator, but we were overlooking the pool which has a dance party every day from 11am - 5pm. She didn't think it would be a big deal though as the room was still not very close to the elevator doors and you couldn't hear the music from the party with the balcony doors closed. We asked to switch our room, but she said since we had booked through LVS we had to contact them and they wouldn't be open until tomorrow.
When we got into the room we instantly saw several things amiss:
1) The room features a guest bathroom with a shower stall which my kids were going to use since they were sleeping in the living room. The floor of the shower was filthy with black dirt particles left over from who knows how long ago (see picture)
2) The sofa bed mattress that my kids were going to be sleeping on had huge holes and gashes on the bottom that looked like Rats had been gnawing on (see picture)
3) The wireless phone in the living room didn't work at all
4) There were stains on the living room carpet underneath the coffee table (see picture)
5) Furniture in the unit had holes or visible signs of wear (see picture)
6) The outside balcony was filthy and looked like the glass had not been cleaned in some time (see picture)
7) Not only did they put us in a room that was overlooking the pool party, but we were directly adjacent to a construction site that started work every morning at 6am (See picture and video)
Now, I understand that hotels can't predict when construction is going to be going on next to their property, but you would think that someone scheduling the rooms would look at our request and think, "hmm these people don't want to be near the elevator - they probably would like a room in the quiet part of the hotel." I seriously don't think anyone actually looks at those special room requests anyway so it was probably just wishful thinking on my part.
There was also a sign in the room that was essentially a menu for cleaning services. If we want to have the room cleaned on a daily basis it would be $50, if we wanted clean towels it would $20 - yes, that's right $20 for clean towels. I considered us lucky that they granted us an extra roll of toilet paper in our unit. Who knows how much extra that would have cost? I did see in the small print on our itinerary that there would be a $50 cleaning fee based on the size of the unit, but again, I've never stayed in a "hotel" that charged for cleaning so I didn't pay any attention to it. I guess that's the last time I skip the fine print.
When I tried to call LVS the next day I spoke to a fairly rude woman on the phone who told me that she was sorry, but they were fully committed and couldn't move our room and since no special requests had been made for a quiet room they couldn't make any concessions for us. I asked if her if there was anything they could do as far as maybe giving us a discount or a food and beverage credit and she flat our refused.
Basically, what we learned is that when you stay in a suite that's managed by LVS you are completely on your own. We even tried calling down to the front desk for a pair of scissors one night and were told that since we were not hotel guests they couldn't provide us with one.
If you are looking to stay at the Signature Suites do yourself a favor and book directly through the hotel. Las Vegas Suites is a sorry excuse for a company that only cares about their bottom line and couldn't give a rats ass what their customers think.
Oh, and Annabelle R., don't bother writing a snarky response to my review as you have done with everyone else. It just makes you and your company look guilty and desperate to cover up your faults rather than trying to appease an extremely unsatisfied customer.
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