I arrived on Thursday night 7:30 pm with no bellman on duty, no carts and then 1.5 hour wait to checking. So decided to eat dinner in juniors adjacent to lobby and line would be less. At end of dinner we alternated between family members and it was still 45 minute wait. When it was our turn we were told only smoking room Kings left. Problem Mom with medical issue and 2 kids 19 year old girl and 15 year old boy. We offered to pay for suite for night and check out at 8am and they could have suite for weekend. Ms. Julie Cleaowich front desk shift manager said I had to take a smoking room even though I had booked nonsmoking or she would give me lists of places in area to call. I implored with her that for several reasons I could not stayin smoking room and she said none available on property. So as I was trying to call corporate relations, my daughter heard them giving a couple a non smoking room who was 20 minutes behind us in line. Then a Dad and daughter I know was given a nonsmoking room with two beds. In addition I met up with another Mom who had 2 children who they also were saying smoking and 1 bed. While this was going they were calling other hotels for roll always. All of these families were here for a soccer tournament so as far as I know no high rollers.the only thing I can think was women alone with2children. I'm married but my husband didn't take day off from work. Just plain old discrimination. I had booked earlier in calendar year, had. Arrived and waited reach front desk sooner had used premium credit card. I'm writing this on IPAD so please excuse messy typing.
Ms. Cleaowich was the least customer service oriented person I ever met. After I told her since this was a multiple family problem she really should be calling area hotels for us. She told me she found one but it was more money. I said I had to have nonsmoking. She took my credit card and ID but never told new hotel Hilton Garden Inn any info about us and another family who drove over there. And she never offered to give us resort pass even though other family had 10 year old girl crying that she could go in pool with her friends.
I am stunned completely. It wasn't about money for us but health reasons. Never mind my daughter was playing at 8am Saturday morning and this was really distracting.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mrs. M,
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Thank you for taking your valuable time to post a review on TripAdvisor. I am thrilled that we have had the opportunity to speak, and I look forward to meeting you in person.
With respect to the anonymity on TripAdvisor, I will reference in more general terms, our discussion. As you know, Foxwoods is thrilled to be hosting a very large soccer group, with more than 1900 guests on property. MGM Grand at Foxwoods committed every single one of our 2-bedded, Queen rooms to the group. We prepared for the arrival of the families and teams, and thought that we had accurate arrival information and times.
Unfortunately, we were wrong.
As I had explained during our conversation, we depend on reliable arrival information to provide the exceptional service that MGM Grand at Foxwoods has become known for. WIthout too much detail, we were most definitely NOT told to expect 1200 people to flood the hotel Lobby at 6pm, on buses. This led to a very challenging evening for our arriving guests, and I regret this very much. As we move forward and plan for next year's group, we will be (I am certain) given much more detailed and accurate information. I hope that your family joins us next year. I am very confident that you will be thrilled if you do.
Being the largest casino in the Northeast, we certainly do cater to all types of guests, and many of our treasured, loyal guests are smokers, who appreciate the ability to smoke in their rooms when stepping away for a break from the gaming floor. For that reason, we do have 4 smoking permitted floors. Of course, we do have 2 bedded, Queen rooms on those floors. In anticipation and celebration of our arriving athletes, we did seek from the travel planners, a list of those who had medical aversions to smoking permitted rooms. We received an extensive list, and it pleases me to report that every guest who sent that information in advance, received a non smoking accommodation.
In addition, any guests who arrived on Thursday and did not receive their preferred room type, were moved and accommodated early Friday.
Working hand in hand with the travel company, I assure you that we are committed to providing every comfort to the families and teams that are traveling with the group.
I do hope that the weather clears, and that I can, as we discussed, escort you and your family to the Foxwoods pool of your choice for the day. Congratulations to your daughter on the big win. I hope to have the opportunity to apologize to your children for their first experience at MGM Grand at Foxwoods.
I remain at your service.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.