Conrad Las Vegas at Resorts World — Hotel in Las Vegas

I am really torn on this review. It’s a tale of 2 cities (or hotel experience). I purposely chose this hotel due to being a HIlton property, being within walking distance to where my meetings were held and also I was able to secure a decent room rate. I stayed here for 4 nights (Sun-Thurs). Honors Diamond status. ||If I was just reviewing the hotel, room, bed, bathroom, it would get 4.5 stars (1/2 star reduction because of a clogged shower drain that required multiple calls to maintenance). The hotel is nice, clean and very ‘new’ feeling. The room (1 King premium strip view) is large and well appointed. Beds are comfortable (pillow might be a touch too hard for me personally but not a deal breaker). The bathroom (minus clogged shower drain) is spacious with decent water pressure. A usual pet-peeve of the glass walk-in showers leaking onto the bathroom floor did NOT happen here. The shower door was designed in a way to prevent leaks onto the BR floor. The room also had plenty of charging ports (USB-A and C!) and convenient outlets. There is a SMALL fridge to keep personal items (ie, water) but it doesn’t get really cold, just COOL. The HVAC also works great and keeps the room nice and cool (i like to sleep in a meat locker).||Also worth noting, the fitness center is excellent. Easily 5+ stars. It is well beyond a typical hotel/resort gym. Only complaint is they didn’t have a locker room with steam or sauna. But they have EVERY piece of equipment you could ever want - machines, weights, treadmills, rowers, bikes, stair climbers, etc, etc. I would argue one of the nicest hotel fitness centers I’ve ever seen.||Now the bad parts for the property. It’s definitely NOT in the main part of the Strip. It’s a 10-15 minute walk to the Wynn/Encore and another couple minutes to the Palazzo/Venetian. That’s known before i even checked in, so not a major issue, but if you’re looking for the heart of the Strip, this isn’t it.||Check-in was brutal. The desk clerk (Kovid) was actually incredibly nice, friendly and you could tell he truly cared about the guest. But, when I checked in (@ 2:00AM after significant flight delays) i was told they didn’t have a room for me, even though I had made the reservation (through Hilton app 2 months prior) and had confirmed the reservation the morning of arrival. I also informed them that I would be arriving to the hotel late Sunday night. After checking with his manager, the desk agent said he could downgrade me to a 2 bedroom in the Hilton (honestly I was hoping for a Diamond upgrade). I was hoping they could even upgrade me to the Crockfords (which was NOT sold out). I pulled the ‘Karen’ card and said that wasn’t acceptable and to try again. After more time with his manager, he came back and said they would put me in my original room (IK w/ strip view). I spent 1/2 hour at the front desk trying to check in, with multiple issues of no room available….only to finally end up in my original room. Oh, and by this time it was 2:30AM and I was exhausted and upset at the whole situation. The excuse was the hotel was 104% booked. Which is just not correct b/c the hotel was empty.||Another maddening issue is the voice prompt menu when you try to reach the front desk or maintenance from your room. The system sucks. It’s almost impossible to get anyone LIVE to speak to. I eventually selected the option for the hotel to call me instead of waiting on hold (for the clogged shower issue). I had the clogged shower issue Monday….and I received a return call Wednesday. WTF? That’s just a terrible customer experience. Luckily I had asked someone in housekeeping if they could contact maintenance on Monday and that helped. But the voice prompt menu is a complete waste of time.||The entire hotel complex feels empty. It’s almost depressing. All these nice new shiny stores are all empty. Some are even closed. None of the open restaurants ever look even moderately busy. There’s no ‘buzz’ at the hotel complex. ||If this hotel can get a little more focus on improving the guest experience, it can easily improve...

Came to Vegas for my wife’s birthday and we first stayed at Waldorf Astoria which was excellent and we wish we would have stayed there. The only reason why we came here was because it was newly built and they did a great job advertising this place as a place to be with great pool and facility. When we arrived to check in, the front desk did absolutely nothing to make you feel welcomed. They do have a separate line for gold and diamond member which was nice but the person who checked us in did not explain any of our benefit as the member and even though there was nobody behind us she just wanted to get through the check in process as soon as possible. The whole process took like 30 seconds because she just handed us the keys and thats it.

(Even until this point we didn’t really mind)

When we go into the room, it does not feel like a Conrad but more like a base level hilton hotel. The room is very clean but thats about it. It has a bed, small table, and bathroom.

We had Spa reservation so we headed out to 2nd floor with only our phones because we have the digital keys (so left the physical keys inside the room). When we arrived, I realized I left my glasses inside the room so I went back to get it. At the door, the digital key failed to work. The app brings up the phone number to call but when you do, it says something like "if you have trouble with your digital card, call the hotel" and hangs up. I mean, what's the point of prompting you to call a number, only to tell you to call the hotel. I called the hotel and I probably missed the prompt for the front desk so I dialed for concierge desk. I was on hold for 10 mins because they said everyone is busy assisting other guests. (and at this point, I was getting a lil anxious because our spa appointment time was coming up). So I went down to the lobby while I was still on hold only to find out there are 3 people at the Concierge desk just talking among one another while the phone is still on hold. (so much for "helping other guests"). I went over to a gentleman at the desk and told him I am still on hold to talk to someone at Concierge and he obviously did not care and asked what they can do for us. I said my digital key is not working and he said "oh, we don't do that at the concierge desk" and pointed me to a different staff to help. The overall theme of staffs not really caring about the guests is pretty consistent throughout the front desk and the concierge. You might as well talk to a robot.

Then there is the swimming pool. At the entrance of the pool, there is someone who checks your bag to make sure you are not bringing any outside food or drinks. (not even water). I guess they want to make sure they milk every penny out of you. Without knowing this, we brought a bag of chip and a bottle of water and the gentleman who checked our bag just asked us not to take them out. He was very professional about it so not much complaints. It's their hotel and their policy, so it is what it is. This is probably the worst part about the Resorts World. There are NO chairs with shade over it. There are ZERO option for you to avoid the 100+ degrees of sun unless you pay for some of those chairs or cabanas with umbrellas over them. The temperature goes over 110 sometimes 120 degrees and they purposefully did not put any umbrellas so people are forced to either go to the casino or pay $800 for a cabanas or the cheaper option of plain ol chair with umbrella over it which is $200 per chair. Then there is an infinity pool which overlooks the city but ALL the chairs inside the infinity pool area are RESERVATION ONLY once again. I have stayed at many Conrads before but I will not return to this one for sure. If you booked the base level Hilton instead of paying extra for Conrad, MAYBE it's worth it.

Bottom Line: Staffs don't care, you don't get anything for getting Conrad room vs base level Hilton, be ready to pay for EVERYTHING. Will be making a video review for my wife's youtube channel about this in more detail. Oh, and uber/lyft pick up...

Horrible customer service and they don't care about your health and safety. Spend your money at Wynn/Encore.

We had the opportunity to stay at Conrad Hotel in a one- bedroom suite (Room 10-212). During our check in, we were told that we had to pay for the resort fee when Conrad Hotel (Resort World- Las Vegas) was offering no resort fee promotion. We explained it to the hotel reception staff but was rudely denied and was charged for the resort fee. We tried to still have a good time, since this was an early birthday celebration trip for my wife, but she felt wronged by the charge that it was clearly stated on the website as "no resort fee" and appeared $0 on that section at the moment of payment. After long discussion (hour plus) and much argument, we were able to get the resort fee removed as advertised and as reserved. It wasn't the best first experience at Conrad.

The next morning, we wanted to start the day with in-room coffee. However, the Nespresso machine was not working. I made the call to the front desk at approximately 8:30AM and asked if they could send someone to fix the issue. After waiting for 2 hours, I made the 2nd call to the front desk, and they hung up the phone. Then, my wife made the call to the front desk again and they placed a "rush" service. I was looking at the Nespresso machine and tried to resolve the issue. I somehow reset the machine and was finally able to make coffee. After drinking the coffee with 2 pods of cream, my wife started feeling sick, cold sweat, stomach pain and had to run to the bathroom. We checked the coffee and cream and found that the cream had coagulated and spoiled. My wife continued with worsening symptoms and more episodes of diarrhea. Because the phone line was busy, we came downstairs to talk to the floor manager, Mr. Kawamaine Valdez. We informed him of what happened and asked him to remove the remaining creamers and other creamers so more guests wouldn't get sick. Mr Valdez said that this is something we need to go to the security office and to file a report.

We walked to the security office and filed a report stating the issues and our experience with the spoiled creams and the health risk that my wife was exposed to during our incident with in-room coffee. The security called and had security take photos of the coffee, the creamers and the room before housekeeping cleaned the room. During the process, my wife was still having cold sweats, stomachaches, headaches and running to the bathroom even after taking medication with several bottles of water to flush it out. After the report, the security asked us if we were ok and for the first time felt that someone cared for what we were going through.

After reporting we went back to the front desk and asked to talk to the manager. At this point, we have wasted over several hours discussing this issue. We spoke to another manager that helped my wife the previous day with the Resort fee. We spoke to him and he said that he will see what he can do for us as compensation. After several minutes, he came back and told us there is nothing he can do since this is a Risk Management issue. How can placing your guest's health, safety and welfare become risk management? How can the first contact attendance and front desk managers be not responsible for housekeeping issues? At this point, we had spent over 3 plus hours discussing the issue with no resolution.

My wife was still not feeling well, could not eat for the rest of the day and felt sick until the following day.

Due to lack of service, efficiency, empathy and response, our experience at the hotel was unpleasant, physically painful, mentally stressful and emotionally draining. I don't want to assume that this is the standard of service and customer care for your guests at Conrad Hotel at World Resort Las Vegas. I would like to believe that someone in the management team has the commitment to do anything for the safety, comfort and welfare of...