Mandalay Bay Resort and Casino

Bad customer service

Oct 27th, 2020

Not a hotel I would recommend. Unfortunately, the customer service made the whole Experience really bad. I had nothing but issues since I checked in, I had to move two different times. Too bad because it’s a nice TRIPADVISOR.COM USER 

Beautiful property with iffy service

Oct 27th, 2020

Rooms only cleaned if specifically requested and when we did, they didn't show. No final bill so we still have no idea about how they arrived at the final amount. The pools were great and what few restaurants were open were good. Hotel was slammed on the weekend so hard to get seating. TRIPADVISOR.COM USER 

Bad customer service for a 1st time visitor

Oct 26th, 2020

Management was not willing to accommodate after the problems we experienced with the 2 rooms I reserved. They rather give me a food credit and downgrade my rooms instead of upgrading us, or giving us comp rooms for another stay. TRIPADVISOR.COM USER 

Spa Ripoff

Oct 26th, 2020

Made spa reservations that we ended up forgetting about. They gave no refund or discount on a future service. Absolutely rude and horrible business tactic. We own our business and could never get away with doing that to a customer. TRIPADVISOR.COM USER 

TERRIBLE CUSTOMER SERVICE!!

Oct 26th, 2020

My spouse and I made a reservation for my birthday celebration. When our trip was ending, I left the hotel and arrived at the airport, I noticed that I had left my passport in the hotel room. The airport personnel advised me to call your hotel and ask for my passport to be shipped, otherwise, if I missed the flight, I would have to wait for the next flight on our airline which was only on Friday, several days later. I called the customer service of your hotel, only to be kept on the line for a long time and then transferred to multiple different people. All I needed was to get a simple yes or no. Multiple hotel staff members hung up on me and I was unable to reach any of your staff after that. However, I could quickly reach someone when I called the number to book a room. I told them about my situation again and asked if they could help me with sending me my passport, or I would try to come back to hotel to get it and try to catch my flight. As a response, I was told by your personnel that this was not in their responsibility, wherefore I must be transferred to “lost&found” department, which was, to my disappointment, nothing but an automated voicemail telling me to fill out a form. I called again and this time they told me that I could catch my flight if I could come to hotel to get my passport. While I was busy trying to reach your hotel to get an answer, my luggage was already checked in. I got a cab and rushed to the front desk where I was told to wait for the line despite my urgency. When I was finally attended to, I was told to go to the security department, which was at the other end of the hotel. I did as I was told, went to the security office where I was told to go to the front desk! I rushed to the front desk again and I was told, yet again, to wait in the line. As I wanted to avoid any disturbance before your customers, I tried to deal with the situation calmly. But I was adamantly told to wait in the line and they could do absolutely nothing about that (despite the fact that I was told that it was better for me to come to the hotel). By the time anyone could be bothered to help me, I had already missed my flight. And because of all that I was too tired to try to find another place to stay. So, I had no choice but make another reservation. Following that, I was immediately provided with the key of the room that I forgot my passport in, and given a new room key for the room I had to pay for. As I had no chance to be late for the work, I obtained another flight from another airline at 05:00 a.m. for the next day. Forgetting my passport falls within my responsibility. But having me run around without any clear response, lack of due attendance to your customers, failure in providing any kind of assistance and thereby causing my situation to go even worse, fall within your responsibility and indicate gross negligence and irresponsibility on behalf of your hotel. If your staff could have managed to assist me without causing any unnecessary hustle, to provide any clear answer, to provide me the key instead of keeping me in the line despite knowing my urgent situation or at least if they could simply say “yes, we could ship it or we cannot.” in the first place instead of keeping me on the phone line and then hanging up on me, I could have caught my flight without any problem. Because of your negligence costing me at over an hour, you have made an extra income thanks to me whereas you cost me an extra USD 750, between the new flight and additional night in the hotel. Even throughout our first stay we were not able to sleep because of all that “partying” and noise of the other customers of yours. At my next accommodation I could not even use the bathroom because it was not even cleaned, it was full of black hair from a stranger. My experience with your staff already taught me that trying to contact your hotel via phone is pointless. So I am writing you through here. Kindly note that you made your customers feel cheated. Your staff cost me a great effort, a big loss and sorrow. TRIPADVISOR.COM USER