Resorts World Las Vegas — Attraction in Las Vegas

I’m a regular guest at the Conrad as I travel to Las Vegas monthly for work. Usually I have very pleasant experiences but this time might’ve changed my preferences permanently. I arrived a couple of hours before check in and was told that I needed to pay an extra $40 per night now since I was upgraded to a higher floor (not sure that you can call paying for it an upgrade). After getting to my floor and getting all the way to the end of the hallway I walked in my room and immediately noticed that it hadn’t been vacuumed at all (there were wrappers on the floor). I went to unpack in the bathroom intending on calling and asking for the cleaning service to come back and vacuum but noticed that the sink area hadn’t been wiped down either (toothpaste all over the countertop). I sat on the bed still planning on staying and immediately leapt up after noticing a pubic hair on top of the bedding. I called down and they asked me to go to the front desk. I saw the same woman that checked me in and not only did she not apologize, she downgraded me to lower floors (still not a huge deal). I took my bag to my new room and upon entry, was hit with an overwhelming scent of smoke. It was so strong in fact that a woman walking by said “I didn’t know they had smoking rooms here”. I went downstairs again and this time the very kind concierge profusely apologized and sent me to the Crockfords check in desk. He kindly told the gentleman to take care of me as I’d had two issues now. This gentleman did not look up to acknowledge me and only did so after I complimented his watch. He simply handed me a new key and told me where to go. At this point I realized that I had been downgraded again and this time to a very low floor. I went to my new room hopeful that this time it would be ok as I had a meeting to make. As soon as the elevator door opened I was hit with a heavy smell of urine. I walked to my room and again smelled smoke in the room. I decided it was fine and I could deal with it. Shortly after I finished unpacking I realize that there were handprints all over the shower glass, pubic hair again in the shower this time, a huge splatter of what I hoped was ketchup on the wall, a brown stain that had sediment on it and I finally had enough when I saw three large boogers attached to the white wall. I was a bit defeated until my coworker said this was unacceptable and encouraged me to say something. The concierge could not believe it (I offered photos and all) and asked the gentleman who had just downgraded me to take care of it. I asked if I was still being charged the additional $40 a night for the “upgraded higher floor” and found out I was (nobody had said a word about taking it off despite my downgrades). The gentleman said he would upgrade me this time, gave a very snarky apology, and sent me to a “suite”. While the gesture was nice, once I got in I noticed that it too had not been vacuumed and there was yellow/blue/red paint on the floors and furniture (it was very noticeable). I unpacked and went to get ready and was excited to use the nice bath tub until I saw three more pubic hairs stuck to the side of the tub. Upon arrival back at the hotel post meetings I realized that my mini bar area hadn’t been restocked from the items the previous attendees took (including all of the water). The room was overall nice despite certainly not being cleaned and I was disappointed to find out that my room wasn’t serviced either night of my stays. I ended up asking if they were short staffed and was told that they were not and had 2,000 check outs that weekend (seems like something that you can likely plan for). Later that night at Gatsby’s my coworker mentioned that he found pubic hair in his bedding as well and a couple next to us said they’d been shocked at the state of their room as well. This being a “resort” I do expect at least base level cleanliness. Other than the concierge, I was met with attitude and disregard. As a Hilton member who stays there monthly and has never once had a complaint I was disappointed in how this...

It was the night before our check in. As mentioned our plans fell through and we had to arrive the night before our reservation rather than the following day but upon arrival it would be the day of just really early. Worried we would be in a bad pickle i called the number for resort world. The gentlemen was very helpful, he stated that the front desk was open 24 hours and arriving early should not be a problem, maybe charge early check in which is fine. I asked to be transfered to the front desk to confirm, but he said he was unable to. I should have used this as a sign of a red flag but was already rushing to get to the hotel. None of this was true. So we took the 4 hour drive at night. We arrived at 3 am. ( Yes, 12 hours prior to any check in.) We arrived and went to the front desk. There were only 2 people there. We explained our situation in hopes the hotel would help come up with a solution. The hostess stated what the rep said was incorrect, but she would put us on the waitlist after 4:15. Though it was about an hour + out we were ok with it since we did come really early. She took my info and processed my payment and stated i would get a text when the room is ready. We walked around the casino like zombies for some time. Theres not much to do at 3 am. When it came to time to put us on queue (which our hostess couldn't spell), i decided to check with the front desk to see the status. When i approached, our hostess stated she didn't put us on the list yet. A little frustrated, my wife asked by chance do they know when the room would be ready. The hostess then stated around noon. 10 hours from the time. She was not clear at the beginning because if i knew i would have to drive 4 hours and then wait another 10 based on poorly given information, i would have just stayed home. At that point, we were so exhausted, i asked to even pay for a room even though it was only for a couple hours. Nope, nothing they can do. We were so tired from the drive, i chose not to go to another casino because we wouldnt get much sleep and still had to check out early. I have been coming here for years, never once has this happened til now. The company had 0 compassion for its customers, did nothing to accommodate us after their staff gave us poor information. So what did my family and i do? Sleep in our vehicle in their parking structure for over 6 hours to wait for our room. It was 45 degreees that night. Regardless of the situation, none of our concerns were addressed, our health and our well being was not taken into account. This is not my first time here. And i am not a regular tier member. Disappointed by this experience and actions of this company. Ensure you speak to the front desk and not their customer service line. I would just suggest mobile check in. Lets hope the owners response isn't something like, "Apologies your stay did not meet expectations. We hope you stay with us in the future." And actually come up with a resolution rather than sounding like its automated. IF they reach out for a resolution, i would grateful, but i doubt this.

UPDATE 2/22/2025 I spoke with Patrick today, who was looking into the situation for me. He states that when I called that the rep stated the rooms will be available based on availability. Instead of checking with the front desk to make sure there are rooms, he just told me there was a chance. So upon arrival, understand if there are no rooms, you will be dealt with no compassion and be told there is nothing available and nothing they can do. So it is fair to say, if you end up in a situation like mine, you will be sleeping in your vehicle or elsewhere regardless of your tier and membership status. Patrick then explained that in other cases, we would have to get a room and do a late check in, we tried that, the website wasn't accepting any new reservations for the scheduled time. Earliest you can check in is 11 A.M. with regular check in at 4 P.M. Safe to say i will build my tier membership and business elsewhere. Still poor communication....

I want to scream and shout a huge THANK YOU to my VIP host DEXTER MANAHAN and your staff at Resorts World-Las Vegas (Conrad) the stay from booking to checking out has been one of the most seamless experiences in my life. I'd like to also add that statement from my friends and family that stayed during this same time period/weekend. The customer service is immaculate and there is nothing that can top it more than it has been already. Reservations staff- you are the best of the best and I think you already know this but I wanted to add to that, there is nothing like having the confirmation you give when things get done and they are ready so I really appreciate what you have done for us this weekend and helping me organize everything; especially sending me to one of the best to ever do this; Dexter Manahan Dexter Manahan is more than just a VIP concierge or host; he is the symbol of what exceptional people are capable of He has the best customer service in the world; I think he represents the culture of Resorts World and the meaning of "we will take care of you, and we will make sure you have fun". We entered the room, it was beautiful, neat, clean and there was a surprise on the table to greet the birthday celebrant, my husband Carlos, he was so shocked that I planned something with Dexter and it was exactly as described, so he loved it and it really set the mood for the entire weekend. Every single accommodation and reservation we had for Friday was confirmed and everything was set as told, we showed up and we were greeted, The Spa was great they were able to accommodate us with few changes in the massage and package booking and moved the appts over to the following day, compliments of Al the Spa manager for doing this.

The dinner was wonderful at Kusa Nori. After this at the Eight Cigar Lounge, the hostess at the front desk was so polite and there was a wonderful cheesecake with birthday flares and it really made his night even better. We went gambling at the tables and then the high roller room and we just wandered around and then went up to go to bed since we were up early, the night ended on a great note.

The Spa I had Annie, she was great, she was able to take care of my needs and focused on my relaxation, The pool was wonderful, the food was great and the staff was very helpful, they checked in few times every hour to see if we needed anything.

As for dinner, Carver steak with Ryan and his staff was more than welcoming, they greeted us with smiles and sat us with an amazing server and table. I'd like to thank you Shannon for the complimentary glasses of champagne. We then ate and drank and they had a surprise at the end for my hubby greeting him happy birthday, again thank you to Dexter for this wonderful surprise that really puts the cherry on top of everything else in these moments/memories.

Greeted by Alan at the door of Zouk nightclub they were ready for us and it was a great time, Dexter and Alan worked on a surprise at Zouk nightclub and had my husband's photo on the big screen as we walked in and he was so shocked and just really loved it. He said it made such a difference and memorable moment to really sink in at the feeling of being 40!

We went for a quick bite of pizza next door and ordered as group, they were so nice and heated the pizza and made sure they were able to do a well-done toasted pizza slice for my best friend, it made her night! These are the small moments I think that really matter in customer service and how you make a person smile.

Sunday morning, we went to the sportsbook, they were fast, friendly and accommodating.

Monday, my husband left home and I stayed here one more night since I had some business with being a guest speaker on another podcast- I was running out of time prior to my appt and needed a bite to eat before I left for the meeting, guess who saves the day? Dexter he was able to get me something to eat and made sure once again if I needed anything else. Another moment where exceptional sets the standard for...