TripAdvisor Traveler Rating

I have stayed at this hotel numerous times since it first opened. Until this past trip, I had never had bad experience and up until now I had considered it the best place to stay in LV for the money. But the service on this trip was bad. We were there for 4 nights with 11 people staying in various rooms at Conrad and the adjoining Hilton. On the second day (Saturday), housekeeping neither made up the room, nor brought towels to the room. I tried to call down to housekeeping to get assistance, but for some reason Hilton has implemented a robotic concierge system whereby you have to provide information for the system to eventually get you to a live person. I tried this 3 or 4 times with no luck. The system kept telling me that I needed additional information. The experience was frustrating, so I gave up. The next morning we were leaving the room and tried again. This time I was successful. I asked if they could make up the room and leave towels. They said yes. We left the room at 8 am and returned at 6 pm, for a dinner at 7. When we got to the room at 6, it had not been touched. No making up of the room and no towels. I tried calling down again, and like the first time, the system would not allow me to get to a live person. At that point, completely frustrated and worried that I would be missing my dinner, I went to the front desk to ask what was going on with both housekeeping and the inability to talk to a live person. Admittedly I was a little loud, but the frustration of trying to deal with this simple task was difficult to deal with. The front desk clerk was not sympathetic to my plight. Rather than trying to solve the problem, she immediately threatened to send security to my room. I asked to talk to the manager and another desk clerk who I was not dealing with started yelling at me. Eventually the original desk clerk assured me that housekeeping would be coming in the next several minutes. I went back to my room. While I was getting ready, security showed up and accused me of "pounding" my fist on the front desk and screaming at the staff. I politely told security that not only did I not do that, but that I am sure their myriad of cameras and microphones could verify that I did not do that. The security personnel were more than professional. They left without any issue. No complaints there. Later that night, at dinner I was talking to our friends who had 4 of the other rooms. They told me that they too had not had their rooms attended to by housekeeping. Two of them also tried to call but quickly grew frustrated by the automated system, so they gave up. So, if the Hilton policy is to not make up the rooms, that is fine, but that was never communicated to me. If the rooms were supposed to be made up, then I don't understand the lack of sympathy to what was going on and the knee-jerk reaction to immediately want security. Even a modicum of concern over their guests would have gone a long way. Either way, the inability to communicate on the phone with a live human without undergoing an interrogation by an automated system is extremely frustrating. That being said, I do think fairness is appropriate. In that vein, I will add that the room itself and the actual facility of Resorts World, were both outstanding.

we only stayed here one night and wished we booked more nights. The hotel is New smells lovely and has everything you can need. The pool was great only they don't allow any drinks apart from water unless you buy from the pool bar. The room was lovely and close to the sphere. where you can take a tour above the hotel and see the strip of vegas. would highly recommend. The room was a family room with 2 big double beds . The bathroom had twin sinks and a walk in shower. would definitely stay here again would highly recommend close to shops etc.

This is a great hotel that is poorly maintained. The room was not clean. I loved the pool deck and the interior design. The food court and the restaurants were good. BUT, there were bed bugs in my room. A week later I am still itching. I called the hotel and gave my room number. I told them I would never consider staying there again until I knew they had a plan to deal with the infestation. They sounded concerned, but I have not heard back from them. The well designed pool deck is good with good food and service, but the pillows are very old and dirty. They need to be replaced.

Simply wow, extremely clean and fresh looking with all the slots you'd expect and plenty of tables to play. There are plenty of different food outlets to suit all budgets, especially the street food area. We really enjoyed the casino and all it had to offer.

This was a really frustrating stay - good facilities, some excellent staff, some staff who let the side down The reception staff I would say are polite in what they say yet brusque in how they say it. There was no warmth to any interaction I had with them, you can't fault their words but you can take issue with the manner in which it was said. This was in stark contrast to my dealings with any of the restaurant, pool side, security or service staff in this hotel / resort who were all personable, polite, attentive and appeared to genuinely take an interest in their interactions with guests. I don't doubt their front desk team are busy all day every day but it set the tone for the stay. The room was large and well appointed but no tea/coffee making facilities. The split mini bar / personal fridge was welcomed. It was spotlessly clean. The TV resort guide was lacking in key information (pool opening times for example). I had two other dealings with the team while I was there - my bathroom lights stopped working one evening. After a trip to reception to report it the facilities staff member who was incredibly cheerful attended quickly and sorted the issue with no drama. The other was when my baggage was delayed as it missed a connection. On checking in and asking where & how I could collect my bag once it was delivered I was told it would be either brought to my room or that the Conrad bell desk would phone me and I could collect it from there. I spoke to the bell desk and let them know it didn't matter what time overnight the bag arrived it was ok to phone me and they took a note of my details and room number to facilitate that. Neither of these things happened and it was only an email from American Airlines that let me know my bag had been delivered to the hotel. On going to collect it in the morning it wasn't with the Conrad team as per receptions information but was at the Hilton desk which necessitated a walk through the hotel complex to the Hilton taxi rank to collect it. The restaurants are a mixed bag, the shopping variable but the pool area is absolutely fantastic. There is a good mix of pools, seating and eating options. There are plenty of areas which stay in the shade if you prefer and the layout means that the area never feels as busy as it looks when you glance down from your room at a busy pool day. All in all this hotel could be so much more if only what felt like teething problems in a new property yet to find its feet could be sorted out. (oh and in saying that despite being promised an email receipt on checking out... almost 3 days later I still haven't got one).