TripAdvisor Traveler Rating

I pride my self staying at MGM resorts and I stay at all of them from Excalibur to MGM and I always receive excellent service from all of the departments weather it be front desk, concierge and or housekeeping. I have never stayed here at Mandalay Bay and I was very excited due to the excellent service I’ve received in the past from all of the MGM properties so I was very upset and underwhelmed by the lack of great customer service I’m used to receiving especially when regarding my safety. I did not like I did not have a deadbolt on my door and the door itself was missing a faceplate and I was able to see the battery I let front desk know and the women I spoke with Kim when speaking to me felt like she wanted nothing to do with me and said she’d send someone to my room and we were there 3 nights and 3 days and nobody ever came to our room.

Our experience in Las Vegas was already off to a rough start. Our first hotel lied to us, couldn’t make keys to our room, and ultimately left us with no place to sleep. Exhausted and stressed, we went to Mandalay Bay hoping things would finally go smoothly. At check-in, the reservationist looked us in the eye and told us she had a room for us and could add one extra night. Based on that assurance, we immediately booked the rest of our trip that night through Priceline. Only after the booking was finalized—and non-refundable—did she return and say she actually couldn’t add the extra night after all. Had she told us that upfront, we never would have booked the other nights via Priceline. Which she alap said would give a better rate than she could offer. Instead, we were left panicked and unsure where we would sleep, and for a moment we genuinely thought we might end up sleeping in the lobby of Mandalay Bay. When we asked for support, management offered nothing. We were told there was “nothing he could do,” despite the fact that the issue came directly from his employee giving us incorrect information. No solutions, no effort, no accountability. The only person who helped us that night was a kind woman at Resorts World, who—despite not being affiliated with Mandalay Bay—took it upon herself to call multiple hotels until she found us a room. Her compassion was the only bright spot in an otherwise miserable night. We would have happily stayed at Resorts World if we hadn’t already been financially committed to Mandalay Bay because of misinformation from their staff. After everything we went through, Mandalay Bay’s lack of honesty and complete unwillingness to help was incredibly disappointing. We expected far better from such a major Las Vegas resort. So we are staying here currently because we already paid for it.

SMOKERS WILL LOVE THIS… The smoke is everywhere in the casino. They must’ve turned off their air conditioning or air filtering equipment because you will get not secondhand but firsthand smoke from one side of the Casino to the other… Very disappointing that they can’t do something about it. I don’t remember it being this bad before, but if you’re a non-smoker, this isn’t the place for you.

I really enjoy the Mandalay Bay. There are plenty of things to do in the resort itself. Good restaurants and bars. Not a ton of shopping but I am not a big shopper to begin with, I normally do well in the casino there; lots of slot machines and everything is spread out so as not to feel crowded.

For the most part, I Enjoyed my stay ! Rooms were great - large comfortable with good amenities! Above all, the room was quiet - no screaming kids , extra loud TV’s, drunken morons arriving at all hours of the night slamming doors shut and spoiling the overall vibe - the same cannot be said of the New York New York ? Didn’t find the Food options particularly great ( even in the Food Court - where you get a different version of the application of the Bite Card to the Bill every time you use it in the Pan Asian Express ??? ) Citizens was poor quality food and “snippy staff”. The Hazel Cafe takes the prize for the most Surly set of staff on the entire strip - not a single smile / Good Morning/ or How are you ? from a single one of them ! They clearly don’t want to be there and have zero customer service skills . Avoid it ! Border Grill was pretty good for the Weekend Brunch - different but good - some of the dishes could have done with being hot instead of Luke Warm ! Pool ( used in September) - excellent if you can get a space - sometimes I think that the Americans are worse than the Germans for “ reserving a seat with a towel “ ?? I don’t often say this about Starbuck’s staff ( usually a 10 minute wait - even if you are 1st in the queue ! ) but the main Starbuck’s outlet staff are 1st Class / friendly and efficient! Fed ex Office - absolutely useless and totally unhelpful staff ! I won’t go into lengthy details here but suffice to say - don’t use if at all possible ! Bob Marley experience was Outstanding! - absolutely not to be missed ! The best hour’s worth of entertainment on the Strip - by a distance!