Park MGM Las Vegas — Hotel in Paradise

I really wanted to give this hotel a 5 star review, but I just can't.

I'll start with some positives. We were in Vegas to see Bruno Mars, so the location was great. The Dolby Theatre was also great, the concert amazing, the Lady Gage display wonderful and the amenities at the hotel were lovely.

Before arriving in Vegas, once we arrived in LA we had an hour and 15 minutes where the immigration line did not move at all and so we called the hotel to let them know that it was likely we would miss our connecting flight to Vegas. The person on the phone was super helpful and explained the online checking and keyless room entry to us, so we felt more at ease.

The room was okay. It was decorated very nicely and aside from underneath the towel rack (but who looks there?) it was clean. There was no fridge, which was weird, but not a deal breaker. We had a wonderful view of...the ac systems.. but we weren't there for the views really. We had a green room, and I assumed all of the rooms were like that, until we were passing an open door of a room being cleaned and it was bright orange! Bright orange???? Who thought that was a good idea for a hotel? I am very grateful to not have had to try and sleep in an angry room! Have the designers no idea about feng shui?

The hallway and landing decor was superb.

The hotel is hallelujah smoke free, so it was a great place to hang out and we also managed to spend time by one of the three lovely pools (a rarity when we go away) and the pool staff were wonderful also. It really felt as though we were on holiday.

There was a tram between Park MGM and the Bellagio which also stopped at Aria and the Crystal Shops. Really useful.

I am not a big casino person, but I really enjoyed myself on the 'slot machines' and so did my husband... a little too much in his case haha.

Vegas was only a portion of our trip and after 4 days we were going back to LA and renting a car and hotel there for another few days. We are always mindful of our spending and on our second night, upon checking our finances, we found that over $800.00 had been charged to our room, completely wiping out our funds for the next portion of the trip. We contacted the front desk and they acknowledged they had found that someone else had 'accidentally' charged their spa day at Aria to our room but that they had reversed the charge once it was discovered and that it should take 4-5 days to clear. We didn't have that kind of time. We needed the funds for the balance of our trip. My husband called his bank to see if there was anything they could do, but of course, banks.....

The next morning we went to the front desk and a lovely young man named George spent almost an hour dealing with the charge and trying every way he could to force the charge to go back to our card. He found a way to alleviate the situation and we are grateful to him for that because we were in a situation where we wouldn't have been able to leave but wouldn't have been able to stay either. Our bank sorted the funds for us by the afternoon we left, but in the meantime it had been necessary for us to tuck our tails and ask family and friends to borrow money and to have them put the funds on our card so that we would be able to leave Vegas and we have had to pay them back. Completely embarrassing as grown people. If this was a one-off thing, it wouldn't be notable (well just a little, because $800 is not a drop in the pan), embarrassing to the hotel, yes, because every time we charged something to the room we had been asked for ID, but obviously ID wasn't asked of the person charging over $800 to a room which wasn't theirs! but this wasn't a one-off; while we were being assisted by George, a gentleman came to the desk and he had been charged twice of several items on his bill, which they rectified then (but of course we do not know his situation with his card etc.) and an old lady also came to the desk and she had been charged for items she had not purchased. There is a failing somewhere in their procedures which they need...

My first day getting there me and my group were excited. We went directly to the pool. After being there for a couple hours and meeting some great people, I was eventually met but a VERY RUDE AND UNPROFESSIONAL manager who told me that my wife needed to stop taking off her top. We were swimming (adult side) and was blown away by her poor words. I asked to speak to her manager and she came over again, in a very confrontational demeanor. I was very upset at this point because it was brought your attention the lifeguard falsely accused my wife of constantly exposing her chest. I would not have allowed that. There was a time her too did come down but that was adjusted. I did have a spat with the lifeguard who then called security. Security came and told us we had to leave. I was then met by an older taller lengthy security guard who was wearing all black. His poor choice of words came off very condescending and almost to a point as if he was to antagonize me leaving. I had asked the female security officer to ask the people in the pole if the lifeguards accusations were true because everyone heard that I was being falsely accused and I was told they (meaning security) would not because they did not want to involve guests. I was very upset because this is not being very transparent. It’s almost like if someone doesn’t like what you do or say they can just kick you out. None the less this was an adults only side being monitored by a bunch of childish and immature people. It’s already like we’re not spending a lot of money at this resort like for (gambling, their restaurants, amenities, etc..). Then we’re escorted to a hallway where I am looking for another patron in our group. I tell my wife and brother to wait just outside the pools entrance while I went to find my sister in law who was missing. went back out towards the pool where I was met by the same security male mentioned above who again was antagonistic and sarcastic when I walked by. We exchanged a few words as I was walking by where I found my sister in law who was stuck by the entrance of the pool. She was told by someone that due to her attire she would not be allowed to enter the hotel due to what she was wearing (her bathing suit) mind you we were kicked out so all of our stuff was collected and brought inside. So instead of helping her out and proving her something to cover her, I went straight over to the towels and grabbed her one. I also gave her my shoes since she didn’t have her sandals. It was at this point I was infuriated. I was in disbelief how we all were being treated. I went to go look for my wife and brother and they were gone. After waisting my time looking for them after countless hours, I found them. They told me security told them they weren’t allowed to be waiting where they were waiting for us and told them to leave. Now I’m super mad and in disbelief. I couldn’t believed how we were were being treated. I went to the VIP and spoke to Ace the manager. His main priority was we don’t go back to the pool. After a long and lengthy conversation, Ace comp my two rooms. If it wasn’t for everyone with me, I would’ve walked out and went to the Bellagio or somewhere else (probably not MGM specific). This was the most embarrassing moment in my Vegas life. I even had people from the swimming pool provide me their numbers to tell me if I needed them to call them because we didn’t do anything wrong. As I sat there trying to understand how all this got unfolded. I will NEVER BE BACK to Park MGM! I run a huge corporation back at my home town and I’ll make sure this gets out so my friends don’t get victimized as I was. You’d think being transparent and professional would run in a place that talks about being the best, well this is upsetting and very disappointing. Also, I didn’t even get comp for the room I originally had booked. I was waiting for my strip view and it was ready at that time when all this happened. I feel like Ace just provided an available room without taking the time to actually see what I had going on with my...

Check in was decent, not enough staff at the front to direct you to check in. No one is really at the door to greet you. We managed to get a room early at 10ish so it was nice. The room however was not. First off, no mini fridge or coffee maker just overpriced tray of water and snacks. Ice bucket was dirty and the 2 glasses we got was different sizes, very weird and they were also kinda dirty. Light was broken and I ahd to called someone to fix it. The shower handle was stuck with buildup and my mom had to call me in to push it and hit it to get it to work. Second , dusty dusty room like no one had vacuum or wiped down in a while, room was stuffy when we walked in. And the windowsill had lots of dust and hair. The red couch had weird stain and I had to do a wipe down cause it felt dirty yo sit on. The table had to be wipe down and you can tell no one ever bother to do it since the wipe came back black and you cna see drink stain being removed. I dropped the ice tong on the first night and didn't pick it back up since I don't want them to think is clean, at the end of our trip it was still on the floor. NO ONE CHECKED or gave me a new one. I was actually told by front desk that if I want my room clean I should call housekeeping in the morning to let them knwo exactly what needs to be done. Like so I have to tell them to clean the basics???? THIRD we were there way before the check in time (around 10ish) of 3pm so I was very happy that we got a room so early. My mom was feeling unwell and wanted to rest immediately. I check around yhe room as she unpack and get into bed. The bathroom was simply NOT CLEAN. hair different strands and kinds of hair all over the sink area and in the sink. I took pics and then wiped the whole area with soap and hot water. Disgusting. The door of the bathroom had balck prints all over like someone smeared on marks . That same night when I tried to compalint the front desk offered to waived one night of resort fees or room change but at this point we were settled and cleaned ourselves so I dont want to clean another room on my vacation. Front desk offer to call the manager and front desk was very polite and explained that only a manager can approve more reimbursement. Manager did not even show up in person only spoke with front desk over the phone and refused immediately. Only offering room upgrade and the one night resort fee, they did not look at the pictures I took or the videos or even speak to me. This is not a 4 star experience. Few tips. Wifi is useless, can't even watch a YouTube video. Becareful when there is a game or show the Uber and cab service becomes crap and no one can get in and the folks directing traffic will send around your ride and make them circle around so they will just cancel your ride and make you wait another 30 minutes The Nomad pool is not for you , even though I was told I can use the pool by front desk and the app but nope was denied entry after they check my room card and asked me what floor i was on. Very embarrassing experience for me. Sound proofing is non existent in the rooms. Good luck trying to sleep. Hot tub was full of people since it was quite windy, just an fyi for folks there is no mandatory shower or rules that you have to be clean to step into the pool or hot tub. I was allow to just lounge around on the chairs and for the 5 nights I was there no one really clean the chairs. So if you are okay with that feel free to use the facilities. The only redeeming part of this is the fact that the location is great and that is a non smoking hotel. Definitely not a 4 star stay or even 3 star with the lack of...