TripAdvisor Traveler Rating

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.

My husband and I stayed at The W Hotel in Las Vegas in February, and overall we had a wonderful experience. What really stood out is that the hotel feels more like a boutique property compared to the large casino resorts on the Strip. It’s calm and quiet, without the constant crowds, yet still just steps away from all the action. Our suite was spacious and very comfortable, with a separate living room and a king-size bedroom that made for a great night’s sleep. The bathroom was also large, with both a separate shower and bathtub. We loved our view of the Luxor Pyramid and the Strip. Housekeeping was excellent throughout our stay. We also spent an afternoon at the spa. The facilities are nice, with multiple hot tubs, saunas, and steam rooms, and it made for a relaxing break. There were a couple of downsides. It was very difficult to reach the front desk or concierge from the room—calls went unanswered, and the hotel’s text/AI service didn’t work properly (responses did not address the requests we submitted). The spa layout is also confusing and maze-like; it took us about 20 minutes to find each other after being separated into different locker rooms. It may be challenging for guests with mobility issues. Additionally, the treatments (massage and pedicure) were just average. Overall, the hotel is beautiful, comfortable, and a great option if you prefer a quieter stay in Las Vegas. We would definitely return.

Richard Mangel I stayed at The W March 5 March 8 . It was the best experience that I ever had . As I have been staying there sense it was The Hotel . This was all because Wilber Ladera the manager that was on duty that day .he was awesome and should be recognised and awarded for his outstanding work . And the same goes for Tracy Fox for her outstanding work and her help .