TripAdvisor Traveler Rating

I absolutely love Virgin Hotels LV. I was so reluctant to stay here at one point, because I was aware that the staff were on strike and protesting outside the hotel grounds. However, we decided to go ahead because we love the hotel so much and all the amenities. On arrival, we went to registration as always, and was greeted by a VERY passive aggressive Oscar. Customer service 0/10! Passive aggressive behaviour 10/10! Went straight into up selling the rooms, and when we declined he then made it his mission to be difficult, Very rude and I do believe he split all our rooms up across the tower to be spiteful. His communication skills were absolutely awful, gave no introduction to the hotel, didn’t tell us where we needed to go… He basically gave us the bare minimum… And that was a push! However, all his efforts went into looking at his colleague stood next to him and giving her a look and smirking! I had tried to contact manager, but was told that there was none available, therefore a review about Oscar gets left on TripAdvisor Instead!! Now, I wasn’t expecting the perfect customer service due to the Staff being on strike, but Oscar really scraped the barrel on this one. So, I still recommend the hotel. The rooms are wonderful, the beds are absolutely amazing. The whole vibe and brand is an absolute favourite of mine… Just brace yourself with the Staff who work there, and just do all possible to make sure they don’t ruin the rest of your day with their first impressions!

We unfortunately did not know there was an ongoing strike at the hotel, and were harassed entering and exiting the parking structure every day. A family member got to stay here beginning of October 2024 and said the food options and experience were fine. However, due to the strike, we were only able to use our daily food and beverage credits (as diamond members, status earned via stays) at the Kitchen, and for mediocre continental breakfast only. Forget room service, because no one will bring you food either. Oscar at check-in could also really use some customer service refreshers. Simple questions to confirm diamond benefits were answered with attitude, and as if we should feel lucky they’re even offering them to us. Sir, you should feel lucky anyone is foolish enough to not do their research before booking reservations here.

Very cute hallways and rooms, and the room was a great size. They also offer free parking. There was hair on two different pillows that weren't mine. Speaking of the pillows, they were lumpy. Some of the restaurants were closed because of a culinary strike. At 6:15am the music outside would start to "cover" the sound of the employee strike which woke me up, even while using a white noise app. And the planes. Good grief. Constant planes since the hotel is next to the airport. The overall experience was disappointing, which was a disappointment in and of itself since the hotel is cool.

Do yourself a favor and don't go here. Almost all restaurants and outlets are closed, the only place open is Dunkin Donuts and the store next to it, staff are hardly there (most of them are outside striking for better pay...helpful to know before you get there), dirty rooms, unfilled soaps, hairs from previous guests, soul-less, do not trust the staff they're all looking out for themselves they will not tell you the truth. Customer service is non-existant... you're not important to them. Really disappointing. Only thing that were good was Kassi Beach and Nobu...

The hotel itself was fine. We were upgraded to the Ruby Tower due to our Hilton status. The room was huge - although mostly this was ‘non-functional’, as in there was nothing useful filling the space. Amenities in the room are pretty much non-existent. Our ‘view’ was over the roof of the adjacent car park. No bath, and no tea or coffee facilities. But what irks is the ‘resort fee’, currently USD50. For what? High speed internet… most people already have phone plans. Two of the smallest bottles of water you’ve ever seen. Really? Why so mean? And ‘streaming services’. Err no… coming back after a walk and looking forward to eating dinner while watching Netflix… nope! The television merely has a link to Netflix where you can log in with your own account! Breakfast was poor. We had the scrambled eggs and they were dry. As were the accompaniments. So yes, it was clean, the front desk staff were nice. The rooms were fine but now a little dated. Better than a cheap room at Circus? Sure. But you don’t leave the hotel feeling like you’ve had the ‘Virgin experience’. If the resort fee included more generous amenities… for example actually delivering the streaming services, providing larger bottles of water, vouchers for morning coffee since there were no facilities in the room… the score would have been higher.