Let me begin this post by saying that I have travelled extensively throughout the US and around the world. I stay at five-star hotels, but I have also stayed at my fair share of two- and three-star hotels with great customer service that far surpass this nightmare of a hotel experience in Detroit.
Additionally, I will start with a few positives Shawnee the concierge, James & Daniel the doormen, and Stefan the guy who makes the omelettes in Palette were all fantastic and stood out in my mind as exceptional hotel staff who went above and beyond to be helpful. Casinos employees for the most part were great also, especially Marcus, the blackjack dealer. The gym was nice (when it was open) and I heard lots of people raving about the massages at the spa, though I did not experience them myself.
Now begins my list of grievances:
1) Average wait time to get the phone answered? 20+ minutes. In no customer-oriented industry is this permissible. So incredibly frustrating. This is regardless of whether you are calling from inside or outside of the hotel, trying to make a reservation at a restaurant, trying to talk to the concierge, or trying to talk to someone at the front desk. This morning (right now in fact, prompting me to write this review), I have been on hold for 26 minutes and have yet to talk to a person. When you press "0", the hotel operator answers immediately. You then get transferred to whatever you're trying to call, but the phone just rings and rings. On six separate occasions, I just went downstairs to talk to someone at the front desk, instead of waiting on the phone, because 20 minutes had passed and no one had picked up the phone.
2) Once you finally do get someone on the phone, whether it be manager or front desk staff, you're likely to encounter someone incredibly incompetent. On three separate occasions, check-in, the night before check-out (to avoid me having to wait for a manager when I did check-out), and at check-out, I had to spend 30+ minutes at the front desk having my bill amended. I was double charged for rooms, charged $569/night when the rate I had secured was $209. Then, naturally, it took an act of Congress to get a charge removed from my bill that was inadvertently added. When I was being forced to contest my bill for the third time before check-out, the front desk clerk was visibly annoyed and got an attitude with me prior to bringing out the clown of a manager who never even apologized for the fact that I'd wasted two hours of my life trying to correct things that their employees get paid to do.
3) No room service menus in the rooms. The restaurants that are in the hotel/casino will not allow hotel guests to order over the phone and do not deliver. The gym opens at 8:00am, which is a bit absurd.
I'll stop with those, though my list could go on indefinitely. I will never, ever, ever again be staying at the MGM Grand in Detroit and HIGHLY recommend those who value their time and their energy not stay there either.