chadapornc112
Family · December 20254/10
I recently stayed at Mandalay Bay and had one of the most disappointing customer service experiences I’ve ever encountered at a hotel of this level. My room and check-in process were fine, but everyth...I recently stayed at Mandalay Bay and had one of the most disappointing customer service experiences I’ve ever encountered at a hotel of this level. My room and check-in process were fine, but everything changed when it came to check-out.
At check-in, I informed the front desk that I needed a late check-out and was willing to pay any extra charges. The staff member told me everything was “all good” and never explained any limitations, procedures, or follow-up steps. There was no warning, no clarification, and no communication from the hotel that my request could not be honored.
On my check-out day, without my knowledge, the hotel checked me out at the normal time. I did not receive any calls or voicemails. I was in business meetings all day and only learned about the issue when an employee named Edwin knocked on my door in the evening and told us to leave immediately because a VIP guest was waiting for the room. It was shocking and unprofessional, especially because I had requested late check-out in advance.
The worst part of this experience happened at the reception desk. The staff member who handled my check-out issue was dismissive, impatient, and refused to listen. Instead of trying to understand the miscommunication, he repeatedly blamed me for “not knowing the hotel policy,” even though I clearly followed the proper process by informing the front desk at check-in. His tone and behavior made me feel disrespected, judged, and singled out, especially when I was trying my best to communicate despite a language barrier. Rather than helping to resolve the problem, he threatened to “get the manager,” spoke over me, and even implied that I had deleted phone calls and voicemails—which is completely untrue and extremely unprofessional to accuse a guest of.
If the hotel expects guests to follow specific late check-out rules, then the staff must clearly explain them instead of ignoring requests and then blaming the guest afterwards. No guest should be kicked out of their room without proper communication or treated with such disrespect at the front desk.
This experience left a very negative impression of Mandalay Bay. I usually stay at The Venetian or The Cosmopolitan when I visit Las Vegas, and after this stay, I will return to those hotels where the service is consistently professional and respectful. Mandalay Bay needs serious improvement in staff training, communication, and guest relations.Show More
