Las Vegas Hilton at Resorts World — Hotel in Las Vegas

We are just about to cut our stay short by 2 days after just 24 hrs in this place. Mainly due to the robotic, incompetent staff. They have made this stay the worst hotel I have visited in my 50 year old life. Why you ask? We like the others here, the check in/out lines are huge at all times of the day and due to a non existent concierge, you have to stand in this line for anything, even a fork. The Guest Services line on the phone is a robot pretending she is typing and then tells you to call the concierge which is non existent. Getting the start of our frustrations. We got to our room on arrival after flying a very long flight from Australia. We were told due to a conference, the room we booked wasn’t available but we were to be given a substandard room with no compensation but were free to change rooms the next day. We were then checked in and given the key with not much instruction. Get to our room and just want to order room service and watch TV as it’s late. Well room service would not go through due to robot lady. And our tv didn’t turn on due to a missing remote. The bell boy delivered our luggage and we asked about the remote. Oh I guess you could just check the floor or under the bed we were told then he walked away. So we did that, no remote. Called robot lady to request a remote. Decided to get dinner only to find all restaurants closed bar a food van. This is my 3rd time in Vegas and I’ve never encountered this. So we order from food van who didn’t give us cutlery. So we rang robot lady for cutlery to be told everything is closed. So at 10:30pm I walked back down to the van to get cutlery. Thought I’d swing by front desk to check stays on tv remote. Had to line up for 15 min. Met a lovely couple who slammed the hotel for similar reasons. They had only been there 48 hrs. Finally got to the front and requested a remote. The robot guy at front desk then typed it into the computer. Waited up another hour. No remote. Got up early to go to the gym and swung past front desk, another line up, requested an update on remote. Housekeeping will bring it up. More robot typing. Got back to room. Housekeeping had been. Only changed towels. Didn’t make bed or mop dirty bathroom floor of footprints. We then decided to go to Grand Canyon for the day. Went to get our car out of valet. No one on site with a line up of people. Found a guy, asked him, oh go to valet desk. I said the one with the line up as there is no one there. Finally some guys came out. Gave them the ticket, couldn’t find our car. Tried surnames, nothing. He had to go and check with management. Finally found our car. Got back after 7pm just hoping for a remote. Guess what? No remote. So my partner went to desk. We will get one brought up. Fingers crossed this time. An hour later we get a knock at the door. A maintenance man to fix the broken TV. Oh dear!!! We said tv just needs a remote. Oh that’s easy. Housekeeping can bring it up. No mate, it’s not that easy. He said oh when she comes back I’ll get her to clean your bathroom properly. Wow. So we go off to dinner and swing past front desk again to inform them we will be checking out in the morning as we really have had such a bad time at this hotel. Oh that’s fine but we will need to charge you an early leaving fee. Sorry but what the? Never have I ever had a response like this. So we said we aren’t paying that. Ok ask to speak to the manager tomorrow he says. I said what time are they on. Oh 24/7. Ok can we speak to one now. Yes but I’ll have to put in a request. Seriously. He starts typing the request to speak to the manager. Literally this place only has robots, no humans. So we stood for 20 min while we waited for him to type and then for the manager to read it. I honestly thought of giving Paris Hilton a call to get her to sort this. It would have been quicker!!! So he then says I’m going out the back to chat to the manager. Huh? So what were you typing? Anyway comes out and says oh we won’t be charging you and early leaving fee. Wow how generous. All together a circus, so save time and...

I stayed at Hilton Resort World in Las Vegas and left my passport in the in-room safe when I checked out on Tuesday. I realized I left my passport after arriving in LA that Tuesday night and called the hotel immediately, explaining that I needed my passport by Saturday for my return to my home country overseas. The hotel representative said there was nothing she could do because it was outside business hours, and I had to call back the next morning between 9 AM and 5 PM, despite my urgency. She explained that opening the in-room safe required the hotel manager and security, who were not available outside office hours. This confused me because hotel services are supposed to be available 24 hours. Nevertheless, I waited until the next morning.

Worried, I tried calling again that night, hoping to get immediate help. A different person answered, and I had to explain everything again. He said nothing could be done and advised me to file a loss report online and wait until morning. This was perplexing—why couldn't he file the report for me? Why didn’t the first representative mention this? So, I filed the loss report online and waited for the next morning.

The following morning, I called during business hours, and a different person answered. The representative said there was no progress and the room was now occupied by another guest. She needed permission from the current guest to enter the room and check the safe. I understood and asked her to contact the guest urgently to retrieve my passport. She promised to arrange this and email me with any progress, but nothing happened.

This made me worry that they weren't taking my situation seriously. Before 5 PM, I requested to speak to the hotel manager. She repeated the same information and asked me to wait until Friday. When I asked if housekeeping should check the in-room safe before allowing another guest to check in, she said they missed it and there was nothing they could do. She didn't even apologize.

I continued to call, speaking to over 20 different people from the front desk, security, and lost and found department, all of whom said there was no progress. Finally, I gave up and waited until Friday. At 11:15 AM, I called the hotel representative, another new person, and explained everything again, but still no progress.

By 12:00 PM, I called again and spoke with a new person, Ryan Leonardo. This time, Ryan was very helpful. He told me that the guest was still in the room and asked me to wait on the line while he checked further. After about 10 minutes, Ryan informed me that he had called the guest's mobile number, and they had already checked out at 7 AM that day. I was shocked—why hadn't any of the previous staff I spoke to called the guest's mobile number? Ryan assured me that he would arrange for housekeeping and security to check the room and safe immediately. He sorted it out in 15 minutes, and Ryan confirmed that they had found the passport among other things in the safe. The items were now in the lost and found department and would be arranged for immediate shipment via FedEx. Unfortunately, the items couldn't be received by Saturday because it was too late for FedEx pickup. If the hotel staff had acted more promptly, I could have received my passport by Saturday.

I did not expect such careless service from multiple staff members at a 5-star hotel from the Hilton Resort World brand. It felt like everyone just responded to my calls without taking any action. Luckily, there was Ryan Leonardo, who genuinely cared about my situation and helped resolve it quickly, ensuring my passport was found and sent to me. I greatly appreciate his exceptional service.

Regarding the hotel itself, the room was quite spacious and clean, but very few guest amenities were provided—no coffee or tea-making facilities and minimal bathroom amenities. Many F&B outlets were closed during my stay for unknown reasons. Overall, there was nothing special about this hotel. I do not recommend this...

We are currently staying at the Hilton at Resorts World, and sadly, our experience has been nothing short of frustrating and disappointing – especially considering this is our honeymoon.

When we first arrived to check in, we kindly told the front desk agent that we were celebrating our honeymoon and asked if it was possible to have a room with a view or on a higher floor. She told us that she couldn’t choose the room type and had no control over that – something we later found out was completely untrue. On top of that, we mentioned that we had a car and asked her to ensure our room key would also function as a parking pass – crucial information, since without proper setup, each in-and-out of the garage charges $18! She clearly did not take care of it, and we were charged.

So from the start, our experience at this hotel was off to a bad start. Still, we told ourselves we wouldn’t let anything ruin our honeymoon and decided to enjoy what we could. But things only got worse.

When we entered our room, it smelled terrible – a strong, unpleasant bleach odor. We had to go back to the front desk again to fix the parking card issue, wasting more of our precious time.

Yesterday, we went down to request a one-night extension as our flight was postponed. We explained everything that had happened to the gentleman at the front desk. He was understanding and told us he would help by arranging a better room with a view at a reasonable rate. He also told us we had been overcharged for multiple parking entries, even though we only had the car for one day, and assured us we would receive a refund for those incorrect charges. He promised everything was taken care of and told us to come back between 11 AM–12 PM the next day to check in smoothly to the upgraded room.

We spent nearly an hour with him confirming all of this.

This morning, we arrived at the front desk at 11 AM as instructed, only to be told that none of what we discussed the day before had been recorded in the system. No room booked, no notes, no refund issued. We had packed our bags and were ready to check into the promised upgraded room, only to be told that nothing was prepared for us. After another hour of explaining everything all over again, we were told that no upgraded rooms were available because they were all booked the day before. Only after we insisted on speaking with a manager did they “do us a favor” and say we could receive a room at 4 PM, completely contradicting what we were told the day before.

We are on our honeymoon – this is supposed to be a once-in-a-lifetime trip. Instead, we’ve spent a huge part of it dealing with disorganization, misinformation, and poor service. The Hilton brand claims to be a premium hotel chain, but this has been the worst hotel experience I’ve had in Las Vegas – and this is my third time visiting the city.

I’ve never felt more let down by a hotel. We flew 15 hours to get here and expected to be treated with the care and respect that any guest, especially honeymooners, deserve. The lack of follow-through, empathy, and accountability was truly disheartening. We weren’t even offered a sincere apology, let alone a genuine effort to make things right.

Hilton, you can and must do better. This experience was far from the standard your brand promises, and I would not recommend this...