It's a cliché, but customer service really has become a lost art. Perhaps more than any other city, Vegas has 5-star resorts that somehow manage to get away with giving 2-star service. It's frustrating when five stars applies only to the property itself, rather than all aspects of the hotel. This may sound like a petty gripe, but if the hotel staff treat you like an inconvenience rather than a guest, that can sour your trip pretty quickly.
Fortunately, the Mandarin Oriental Hotel Group takes customer service very seriously, and this applies to their hotel in Las Vegas as well. It started as soon as I arrived at the hotel, where I was immediately greeted by a host and shown up to my room, completely bypassing the usual check-in process. The instant we stepped into my room, the lights came on, the curtains opened up, and soft music started playing from the sound system. I never even saw the bellhop arrive, but my bags somehow materialized while the host was still giving me a tour of the room. All of this happened within five minutes of my arrival, whereas in other hotels I would still be standing in line waiting to check in.
"Subdued" is the word of the day in Mandarin Oriental. Rather than copy the glitz of most Vegas resorts, this hotel is bathed in dark tones, elegant accents, and a tasteful Asian decor. The volume is kept to a minimum, even in the restaurants and the bar. This results in a calm, relaxed environment, which is a welcome change from the endless sensory bombardment that is Las Vegas.
Best of all, every single member of the staff I encountered was polite, enthusiastic, and actively went out of their way to accommodate me. Whenever I asked for a cab, they instead offered to take me in the house car (a Mercedes S-Class) at no charge. When I mentioned to the bartender at Mandarin Bar that I didn't know much about bourbon, he immediately poured me a complimentary shot of top-shelf liquor and explained what I should look for in the taste. When I had trouble deciding what to order at MOzen Bistro, the waiter took the time to ask me about my tastes, which restaurants I normally preferred, and somehow made an amazing suggestion based on my vague ramblings.
(Coincidentally, the food at MOzen Bistro is absolutely incredible, and I strongly encourage everyone to eat there at least once.)
Naturally, it's not perfect. The bathtub drain is located in the middle of the tub, making it easy to accidentally release it while bathing. Having to take two separate elevator rides to get to the room can be a bit of an annoyance, even if it does add an extra layer of security. The entrance to Mandarin Oriental is somewhat hidden, and can be challenging to find the first couple times. They offer complimentary coffee and tea, but only from 6 a.m. to 8 a.m., which is obscenely early by Vegas standards. The views are also hit and miss - due to the hotel's location, you might have a great view of the Strip, or you might have (as I did) a commanding view of Planet Hollywood and the parking garage.
Perhaps the biggest problem with staying at the Mandarin Oriental is that you start to notice several little details that the other hotels have overlooked. For instance, the ice bucket in my room actually had ice in it (what a concept!). The blackout curtains actually darkened the room. The staff actually respected the privacy light, to the point that even room service will not knock on your door if the privacy light is on (instead, the front desk will call to inform you that room service has arrived). Housekeeping visited the room twice daily instead of once, and turndown service was complimentary. There were also two complimentary bottles of water waiting in my room every time I came back.
It's no wonder Mandarin Oriental is one of the highest-rated hotels in Vegas. The service alone makes this hotel worthy of five stars. If you're looking for a hotel that treats you like an honored guest rather than a footnote on the quarterly report, there is no place better to stay than here.
- Official Description (provided by the hotel):
- Mandarin Oriental, Las Vegas is one of only eight triple Forbes Five-Star hotels in the United States and is the only hotel in Las Vegas with Five-Star recognition for the hotel, Twist by Pierre Gagnaire restaurant and The Spa. A sophisticated sanctuary of modern elegance prominently situated at the entrance of ARIA Resort & Casino, Mandarin Oriental has made its mark as the ultimate urban resort destination in the heart of the Las Vegas Strip. Designed entirely by interior designer Adam D. Tihany and architecture firm Kohn Pedersen Fox, Mandarin Oriental brings to Las Vegas a new standard of style with stunning suites, captivating architectural design, unique restaurant and bar venues, and the legendary hospitality of Mandarin Oriental. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Mandarin Oriental, Expedia, Booking.com, Hotels.com, Travelocity, Orbitz, Priceline, Hotwire, Cancelon, Evoline ltd, HotelQuickly, HotelsClick and TripOnline SA so you can book your Mandarin Oriental, Las Vegas reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Mandarin Oriental, Las Vegas Hotel Las Vegas