We stayed at The Skylofts in July 2011 and the experience was impeccable, however this time around, not so much.
I was taking my daughter and her boyfriend to Las Vegas for an early birthday present so of course, since I had such a great experience before, I never hesitated with where to book. This time we booked a 2 bedroom suite for $1,200 per night. I booked online and booked under the "Indulge in Luxury" package which was advertised on their website. It advertised a $50/night in room dining credit and also a $100/night spa credit. We received neither. We didn't go to the spa because we ran out of time, but we did take advantage of the in-room dining and no credit was ever offered. If they are going to advertise this package they should honor it. I gave them access to my airline reservation so that they could arrange for a pick up at the airport. Our flight did experience an arrival delay of about 20 minutes or so, which was not the fault of The Skylofts, but I don't understand the driver just leaving the airport without even bothering to try and call my cell phone to see if maybe we were delayed, which we were. We had to pay $30.00 for a 5 minute ride to the MGM and no one even offered to compensate us for that, they just said that we should have called the hotel when we didn't see the driver. That may be, but I didn't readily have the number on me at the time and I thought they would have at least attempted to contact us. Once we got there we were checked into our loft which was number 62. It was the view of the airport which was disappointing, but the butler was very nice and we just overlooked it. The problems with the suite started later that night. Upon returning from our dinner, we noticed an odd smell of sewage/bad toilet kind of smell in the kitchen area. It was really faint and I thought it was maybe because the heater had been just turned on. The next day, my daughter noticed that the toilet in their bathroom was not working and was actually leaking from the tank. We called housekeeping right away and they responded, saying they would call maintenance. I then also mentioned that I was noticing that certain parts of the suite were again smelling of the sewage smell and thought that maybe the toilet problem might be the cause. The girl from housekeeping also agreed with me about the smell and said she would call maintenance. I had to call twice and finally a lady from maintenance came to address the toilet problem. She said that there was actually a part missing from the toilet tank which was causing the leak and said that the sewer smell was actually stemming from the air conditioning/heating unit, but that she would attempt to fix it. I called the concierge and told the lady that answered of the problem and told her that I wasn't paying $1,200/per night to be in the middle of several maintenance issues and she offered me to switch to another loft. I asked her if they could give us a loft with a view of the strip and she said she didn't think they had any available. I then spoke to a manager and he said he would switch us to loft #96 which had a great view and it did. He also said they would comp our room service breakfast the next morning, which they did. When we arrived in our loft #96, we noticed that it was in much better shape than loft #62. I don't know why they would put us in a room that clearly had issues when they had one available that was much better. Although this loft #96 was definitely better than loft #62, it still had issues with the air conditioning/heating unit. The heating component was not working at all and it would only air condition no matter what we did to adjust. It would not turn off. Considering that it was 30 degrees outside, having it be 63 degrees inside the suite and still cooling out of control was NOT comfortable. At this point, I got sick of reporting problems, but we were freezing so I had to call our butler, who came and turned each unit completely off manually, rendering it unusable. He then left considering the problem solved but the cooling was still on in our bedroom until I finally opened their air conditioning unit and found that it was still on and turned it off myself. We were afraid to turn on any kind of central air from that point on because we figured 67 degrees was better than having the air on uncontrollably. The other thing that really bugged me was that the butler and the housekeeping staff would just walk into the suite without knocking (which didn't really happen the first time I stayed here) and I really felt it was bordering on violation of privacy/intrusion. The Skylofts should rethink this policy as I'm sure it is unnerving to quite a few guests. I stay in hotels quite a bit and have not had this experience anywhere else. Lastly, BE WARNED, even though it was presented to us by our butler upon check in that the only thing they charge for is the alcohol in the kitchen, that is apparently NOT TRUE. Upon checkout we were charged for the snacks and, apparently the Voss waters we consumed. There was nothing notating that these were NOT FREE. The highlight of our trip was our breakfast at The Mansion, which was wonderful and perfect. Sadly, I would think twice before booking a Skyloft next time and I would definitely check around. It seems to me that the concern/service/condition of the room(s) is not what you would expect when paying $1,200 plus tax (almost $1,400)/night. Just very disappointed with our stay this time. The last thing I want to say is that upon our ride back to the airport our driver happened to mention in casual conversation that the Skylofts were actually under 50% of their full occupancy at this time. I don't know why the concierge lady would have represented/lied to me when I was asking to move from loft 62. Just too many things to ignore on this trip.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 2, 2013
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It was a pleasure speaking with you. Thank you very much again for your feedback regarding your most recent stay with us. We look forward to having you back as our guest again in the near future.
Director of SKYLOFTS at MGM Grand.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.