I feel compelled to share my recent experience at The Conrad Resortsworld, especially for those considering a stay in the future. As a Hilton Honors Diamond Member and a frequent guest, tonight's encounter has left me with a sense of disappointment and frustration.
Upon settling into my bed for the night, I discovered a dirty sock in the middle of the sheets, a rather unpleasant surprise. I promptly reported the matter to the front desk, where the front desk associate was courteous and understanding.
However, my dismay grew when the front desk associate sought the assistance from the on-duty manager. Instead of a professional resolution, I encountered rudeness, condescension and a reluctance to offer any solution until I suggested potential solutions.
The manager offered to send housekeeping to change my sheets (let's be honest; that should have been the base standard and just a given - given that the sheets clearly weren't changed or cleaned) and eventually offered a resort fee credit for one night out of my three nights. When I expressed I didn't feel that was sufficient (and asked my resort fee to be waived for all three nights of my stay), she then offered a credit for two of my three nights; but not without wrongly accusing me of recording the conversation and forcing me to show her my phone to prove I wasn't (so unprofessional and unnecessary).
To make matters worse, the promised housekeeping never arrived an hour after all of this took place, and I had to then again reach out to seek resolution from a different management team over the phone. They upheld the front desk manager's decision without offering any additional support or assistance.
I want to acknowledge the kind housekeeping team member who eventually addressed the situation. Her empathy, sincere apology, and proactive efforts stood in stark contrast to the overall handling by the front desk manager. Frankly she should be handling customers not the actual manager currently in that position.
In light of this experience, I will be cancelling my future stays at The Conrad. It's disheartening when an establishment fails to meet basic standards of cleanliness and customer service. I hope this message serves as a cautionary note for anyone considering at The Conrad. Unless there is a reason you need to stay at this hotel, stay somewhere else - consider: Aria, Bellagio, The Venetian, Palazzo, Fontainbleau or anywhere but here.
And if you do stay, I hope you never have to encounter this manager.
Wonderful clean resort
(Washington DC, District of Columbia)
Feb 12, 2024
Great clean resort. I stayed here nearly a year ago and I am baffled at the low reviews on TA. This chain of resorts is fantastic and I would absolutely stay here again. The only downside to resorts world is the distance from the rest of the activities on the strip. It is quite the haul to the traditional area in the strip and this is probably the only turnoff.
I found the room to be in excellent condition, clean, and a pleasant stay. The restaurants downstairs were lovely and the casino floor was excellent as well. I would happily go back here and again the avg 3 star on TA currently baffles me.
There are some complaints about a long check in line, FYI this is typical for vegas resorts. Use the kiosks or mobile check ins if they are available.
Such a disappointment
Feb 11, 2024
Let me start by saying that I understand my stay is during SuperBowl weekend which is high demand but I also stayed at the Aria in Vegas during F1 Race weekend in November and they did a FAR superior job.
There is no room service through the hotel, there is “download the Grubhub app and order through a 3rd party”. So when there is an issue (there was) you can’t simply pick up the phone for assistance. And, no matter what you order, you’ll be using plastic utensils. Yuck.
It routinely took 3-4 phone calls to get anything we needed-mini bar assistance, room visit from housekeeping, additional towels, laundry send out assistance-it is near impossible to get a timely response from a human for anything.
Nice room, restaurant choices are great, loved the spa and had 2 great services but I will go back to Encore to spend my money-
This was a huge letdown.
Front Desk will offer courtesy late check-out but 5 mins later will go back on their word and want to charge $100.
Feb 05, 2024
Definitely not staying here ever again. The availability of gaming tables has been reduced. Not much life walking around the casino floor. There's a different vibe when you're in Resorts World vs. other hotels like Caesars, Cosmopolitan, Wynn, etc. Even the Flamingo has more energy. Staff interaction here is not as pleasant as in years past. Not sure how you can offer a guest late check-out at a certain time, and then essentially say "nevermind!" Probably the reason why American Express downgraded Resorts World from Fine Hotels & Resorts tier to Hotels Collection.
Really nice, very clean room.
(St. Petersburg, Florida)
Feb 04, 2024
I'm amazed at the number of one star reviews for the Conrad, as my experience was the opposite. I had a lovely stay that began with a check-in on the app, which made things so easy. My room was very clean and well appointed. I loved the robe that was provided!
I was there for a work event, and the convention space was very nice. The only negative would be my experience at the restaurants. I went to three different places and had average food at extremely high prices.