The Hotel is a very nice hotel, but I get the impression they have cut back on a lot of staff in order to save money. We arrived a couple days after the snow storm. We waited 20 minutes to check-in at 11pm at night, while 2 agents handled the 2 parties in front of us. When we got to the counter, we had to be transferred to Mandalay Bay because the power had been out in the hotel and the room “had issues”. However, we received a $150 food credit on our room for the inconvience. Most guests were receiving a refund for the room night, but because we purchased through a tour operator they could not refund us directly. We were fine with this offer, which worked out to $50 per person staying in the room. The front desk agent noted we could use the credit at any of their properties and named all hotels under their ownership. They then offered to call us the next morning and have us transferred back to TheHotel where the front desk agent further noted the rooms were much nicer. He was very friendly and apologized for the inconvenience. By noon the next day we had not heard from TheHotel so called down to the Mandalay Bay to check on the situation and have a bellman move our bags back to the other property. They noted a room was available and would send the bellman up in 5 minutes. 20 minutes later there was no sign if anyone so we hauled our bags back over to The Hotel and re checked in ourselves. The rooms are very nice and the bathrooms are amazing. We were out of the hotel until 11pm and upon our return a message was waiting for us to call the front desk. The agent advised us we would have to move from floor 24 to 23 due to work being done as a result of the storm and they would be required to turn off the hot water. The agent advised a bellman would be sent up in 5 minutes. 20 minutes later I called back down and spoke to the same agent (with a very distinctive voice) but she did not recall our conversation, but would send someone right up as we just wanted to go to bed. As she was advising me of this, two strangers entered our room. Since they had checked us out of our room to move, in the mean time they had re checked in a new couple to our room and issued them keys. Odd since we were told we had to move due to no hot water and loud construction. All I can say is I am glad we were dressed. The poor couple was very embarrassed and we asked for another $150 credit for this mix-up and inconvenience which was immediately granted. The bellman showed up minutes later and all he could say was “oops”. No apology, just bad jokes. He kept looking in our shopping bags and asking us about our purchases all the way to the new room. We were fairly frustrated at this point and did not tip the bellman for the move. He made it very clear he was not happy about this and mumbled “crap this” under his breath as he left the room. The new room was exactly the same as the last, but no longer had the strip view. On the 4th day of our stay we asked for a late checkout which was granted and left the room at 1230 to checkout. We wanted to use the remaining credit for lunch, but was told we had to use it before we checked out and vouchers were not an option. We had to be out of the room by 1pm, so we decided to go over to the buffet and bill lunch to the room and then call back over to checkout. The front desk printed a copy of our bill which noted our Bellagio buffet purchase would not be covered as he insisted the credit could only be used at the Mandalay Bay restaurants. As this was not what we were told upon receiving the credit we insisted it be covered. After the agent spent 10 minutes speaking with his manager, he returned agreeing to pay the cost with our credit, plus a whole new, not so friendly attitude towards us.
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