MGM Grand Hotel & Casino
Las Vegas, NV 89109
Phone: (702) 891-1111
01/21/2008 Posted by ljohnson5
I can't even tell you how great (or not great) the rooms were, because they sold my room to someone else because I didn't arrive at exactly 3pm for check in. I had pre-booked a spa suite online and they charged my credit card immediately. When we got there, the lady (who was like a robot, no personailty and completely unfriendly) began the rehearsed speach of "I apolgize for the inconvience, but your room is not available" when I asked why, she said "it could be because of maintenence or blah blah blah"...then she proceeded to tell me she was going to give us an "upgrade" to a different suite, which ended up being exactly like the standard room, just larger. She didn't even know WHY I couldn't get the room I had already booked and been charged for. I live and work in Death Valley National Park and the Furnace Creek Inn (another 4 Diamond Resort) and I can tell you we do not treat our guests like this. What they had done was overbooked in hopes that a certain percentage would cancel, just so they could stay booked. But unfortunately for me, too many people showed up for their reservations. No manager was around to deal with the situation. I ended up spending 2 hours in the parking lot trying to find another room. I ended up staying at the Rio, which was fantastic. The staff went above and beyond to get me the best room they had available, after telling them my issue from the MGM. Please, if you're going and wanting to check right into a room without hassle, DO NOT BOOK A ROOM AT THE MGM. You will be sorely disappointed.
Pros: It looks nice.
Cons: Poor Customer Service, Loyalty to Reservations, Compensation for their Error
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