TripAdvisor Traveler Rating

Went to W Las Vegas and it stinks to report it is not up to W hotels standards. It does not have proper breakfast/lunch restaurant. if you want a package, they tell you to walk over to the mandelay bay events fedex office. no W toiletries. This is a vegas marriott collaboration in name only. don't expect any attention to detail and quality approach. long walk to pool which is far from hotel tower. wish this hotel had some re-investment, but it is clear MGM isnt putting money back into it.

Beautiful rooms and hotel. Love that it’s not smoky and there’s not a casino right there (so it’s quiet), but you have immediate access to all the Mandalay perks. Housekeeping and Bell desk are super helpful. I wish the rooms had free usable fridge space, and that the downstairs lobby had more casualgrab-and-go options. Would stay here again.

I checked in at 3 PM, which is the stated check-in time when the room is supposed to be ready. However, the front desk told me the room was still being cleaned and would be available soon. They completed the check-in process and said I would receive a text once the room was ready. At 4:15 PM, I called the front desk to check on the status. The room was still not ready—they were still “cleaning.” I explained that I needed to get ready for a 5 PM dinner, and the agent said he would check on the status. By 4:45 PM, the room was still not ready, so I had to get ready in my friend’s room. Before heading out at 4:55 PM, I called the front desk again. The agent said there was nothing he could do and reminded me that check-in is at 3 PM, but they “can’t guarantee” the room will actually be ready by 3 PM—despite expecting guests to check out promptly at 11 AM. I told him I would be back at 7 PM, and he said he would make sure the room was ready by then. At 7:15 PM, I called again, and the room was still not ready. They offered me a $250 comp credit on top of my $100 AMEX resort credit, for a total of $350. I finally received a text at 7:30 PM that the room was ready. During my stay, I charged $237 to the room. At checkout, the credit had not been applied. I called the front desk, and they removed the $237 charge. However, the next day I received an additional $59 charge for breakfast on the day of checkout. Even though they processed it a day later, I should still have had $113 of credit remaining. I called again, and they said they would take care of it. It has now been a week, and I still haven’t received the refund for the $59. This is the second time I’ve stayed at the W/Delano, and both times they mishandled my AMEX resort credit. The entire family trip was disrupted because we had to wait so long for the room to be “cleaned.” At this point, I will avoid MGM hotels altogether—there are plenty of other good options in Las Vegas.

I am making this post to say that I am very impressed with the level of customer service that I received today when calling W Las Vegas. I had a trip planned for April, and due to the war in the Middle East, I will be unable to make it. I had booked an unrefundable, untransferrable room in January with hopes of attending WrestleMania. They provided me with a full refund, and I am very appreciative of this bc on Monday, the first lady I spoke with said no. So to speak with someone and they were able to refund me without me having to argue with them is amazing. I cannot wait to be able to stay with them in the future.

Good location for concert. Horrible check in process (app gave wrong room at wrong hotel!) Great pool and nice room.