TripAdvisor Traveler Rating

Ken Calilong was very patient and helpful with checking us in on two different reservations. He was able to make it so we didn't have to check out and check back in. We will definitely be back and will look for him.

"Hey all, I just wanted to give a huge shoutout to Ken at the front desk! He absolutely killed it during our check-in process . He is super friendly, professional, efficient, and went above and beyond to make sure we had everything we needed. Made my arrival so smooth ??. Not only did he get us into the room super quickly, he also took the time to explain all the hotel's amenities. I literally asked all the questions like it was my first time in Las Vegas. He answered them all. His professionalism and personality makes us want to ALWAYS choose this hotel for future stays here. Not to mention the Upgrade he hooked us up with. If you're lucky enough to get Ken when you check in, you're in good hands ??. 5 stars for sure! Thank you again Ken!".

Great Service by Michael at the Front Desk! Michael was Great getting me through the Check-In process today! He was very knowledgeable and extremely efficient at getting me checked in to both of my rooms and I truly appreciate it.

As a Hilton Honors member, I was extremely disappointed with the attitude and lack of professionalism displayed by the front desk staff during our stay at Hilton Resorts World Las Vegas. It is truly unfortunate that such a beautiful property is undermined by poor customer service and questionable judgment in staff selection. We traveled with our family to spend quality time together and enjoy the Christmas holidays. Unfortunately, our experience quickly became frustrating. On our first night, my husband requested a toothbrush multiple times. After waiting with no response, he eventually went down to the lobby, only to be told to return to the room and wait. The toothbrush finally arrived nearly 60 minutes later. The following day, we accidentally left our room keys inside the room and went to the front desk to request replacements. Remington, who was assisting us, insisted that we stand in a long line of more than 20 guests who were checking in. I explained the situation and requested to speak with the manager on duty, as issuing a replacement key should have taken only moments. After some time, Kirsten, the manager on duty, approached us with an even more dismissive attitude. Despite calmly explaining the situation, she stated that we either had to wait in line or not receive replacement keys at all. She showed no empathy or willingness to help. As a manager, she could have resolved the issue in seconds and left us feeling valued as guests. Instead, she went as far as saying that if we chose not to return to the property, that was fine. It is disappointing to experience such treatment from a brand like Hilton, which is known for hospitality and customer care. Sadly, because of this experience, we will not be returning to this property.

Loved the attention at check in!! Ken was amazing and helped me get everything settled down!! :) It was a great start of my family trip and a great experience. Made me feel super welcomed!