Skylofts at MGM Grand — Hotel in Paradise

this is an email I sent directly to the Concierge Manager.||||Dear Skyloft Management Team,||||I’m currently staying in Suite 2323 at the Skylofts and feel compelled to express my extreme disappointment with the way this entire reservation has been handled. I’m not someone who typically complains—I prefer to enjoy the experience in front of me—but the accumulation of issues has left me with no choice but to bring this to management’s attention.||||This trip was intended to be a Mother’s Day gift for my wife, and I chose Skylofts because of the outstanding service we experienced during a previous stay. I had the option of booking the Wynn Parlor Suite, Bellagio Entertainment Suite, or ARIA’s 2-Bedroom Penthouse Sky Suite—but I chose Skylofts again because of how impressed I was the first time. Unfortunately, this return visit has completely eroded that confidence.||||The check-in experience made us feel like second-class guests. We were misled multiple times about the room’s readiness, only to wait over two hours with two young children, shuffled between entrances and lounges without clear communication. And the way we were eventually received at the VIP lounge was nothing short of humiliating.||||A gentleman stormed into the room and yelled “LE” across the lounge—loud enough for it to be heard through the doors—in front of nearly 20 other patrons, as if I were being summoned in a courtroom. My wife, my children, and I were stunned. We felt publicly singled out and deeply uncomfortable. When I approached him, his tone immediately turned condescending. He spoke to me as if I didn’t belong there—like I was uninformed or undeserving of a stay at this level.||||He repeatedly said the delay was because I was “adamant” about the pool table. Yes, I was adamant—because I had asked about it clearly and directly during the reservation process. I fully understand that hotels can’t guarantee specific features, as all requests are subject to availability. However, I was assured by the reservation agent—on more than one occasion—that given the slower pace of Mother’s Day weekend, both the pool table and a strip view should not be an issue.||||What’s inexcusable is not the availability—but the way I was reprimanded for asking. I was treated with dismissiveness, sharp tone, and prolonged eye contact that felt more like a challenge than a service interaction. It wasn’t professional—it was disrespectful. And it happened in front of my family and dozens of other guests.||||Unfortunately, the in-room experience further compounded the disappointment:||||-Leftover trash and snacks from previous guests||||-Multiple tablets not functioning||||-The main remote in the primary bedroom has no power cord||||-Ceiling fan in the primary bedroom doesn’t work||||Despite running the A/C on full blast, the room never dropped below 74 degrees, making last night’s sleep uncomfortably hot||||The audio/TV system couldn’t be turned off due to the non-working remote—I had to manually unplug the TV just to get some rest||||The coffee machine keeps asking for servicing so frequently that I’ve given up bothering concierge about it||||||While I understand that many of these are issues that can be remedied with a technician or concierge visit, they shouldn’t exist in the first place. The moment these problems arise, it takes away from the comfort, flow, and relaxation of the stay. Instead of settling in and enjoying the suite, we’ve had to manage problem-solving, coordinate with staff, and deal with unnecessary interruptions. That is not luxury—that’s inconvenience.||||Additionally, I was told during booking that I’d be placed in a different suite with a better view, only to find myself in the same suite I stayed in back in November—2323. That, too, was a mismanaged expectation.||||And finally, I only found out upon arrival that Skyloft guests are no longer permitted to dine at The Mansion—a key part of our Mother’s Day weekend plans. That detail should have been disclosed clearly before booking. Learning it after check-in felt like another misrepresentation.||||All of this has left me questioning whether Skylofts is still the dependable, elevated experience it once was. Thankfully, we weren’t hosting another couple or guests—because this would have been outright embarrassing.||||At this point, I sincerely hope my concerns are acknowledged and taken seriously. I chose Skylofts because I trusted the level of service. After this experience, that trust is gone. I expected more—not just as a returning guest, but as someone who invested significantly in what was meant to be a memorable, stress-free occasion.||||I don’t expect compensation, and I’m not writing this to demand anything material. I simply want these concerns to be heard clearly, taken seriously, and to receive a genuine apology from someone in leadership. At the very least, my family and I...

We're back... But honestly, we're not sure why. They say distance makes the heart grow fonder, but not in this case.

The service has declined even further since July 2024. The prices are still utterly ridiculous. $8 for a can of soda in the mini bar when I spent $750 on my 1-bedroom Skyloft? Insulting.

But the thing that really got on my nerves this time? It's like their new linen company doesn't use any type of fabric softener or antistatic. The amount of static cling from the in room bathrobes is wild. The orange blanket also has so much static cling, I'd render it unusable. You can literally see sparks.

And, yes, I mentioned this in my long ass post below, the linens are terrible. So so so crunchy. But now, the pillows are even worse! Essentially like cardboard.

On the positive side, the doors are sturdy. And the bathroom always feels like a spa.

But ahhhhhh why are we disappointed again! Take take take. Give nothing. Charge the same.

Past its prime, in their decline.

We've been coming to the Skylofts frequently since 2016. And I've got to say that as the years have progressed, the property and service has not aged with grace.

In 2019, we were met with a very unfortunate experience where the service was shit all around. Because of that incident, we were introduced to Savannah, who became our Skylofts luxury experience host. For years, she had our backs, but alas everything has changed.

Sometime during the 2019 to 2021 era, Skylofts (MGM) started to make cuts to the finer details - the linens became more stiff and crunchy, the towels were less soft, the toiletries were less substantial, the service was toned down by a few percentage points. But everytime, regardless of the minor cuts in detail, Savannah helped ensure we had an amazing stay.

Fast forward to Dec 2023, and Savannah's position was eliminated because luxury experience for non gaming customers didn't add value in MGMs eyes.

We stayed for the first time in 13 months, last night. And I've got to say, our lustre with Skylofts is finally over.

The towels have been down graded even further. They are rough on the skin. Same goes for the sheets - so crunchy, feels like fine grit sandpaper. The toilet paper is barely 2 ply... But I'd consider it a high end 1 ply at best. Anything that was previous "included" in your stay (sodas, water etc) are now charged for at ridiculous rates. A small Fiji water is $10 per bottle 👀 and to boot, so many of the prices have an additional $10 added in just...because? Example, previously eggs and bacon at the Mansion restaurant was ~ $25. Today, $36 -- for eggs and bacon? No frills. Two items. Pressed coffee? $18. It's absurdity.

The service is disjointed. Previously they've always offered a makeshift bar in the lobby of the Skylofts from 6-9pm. We tried to get a drink from them, and no one could give us a straight answer on when it would be set up. Finally, our butler shared that they were no longer offering the service.

My perspective... MGM was hit hard with their hacking scandal and lost millions of not billions in revenue that will affect their P&L for several quarters to come. To make up for that deficit they've made choices to cut back in all the wrong places. They've disenfranchised people who have been frequenting their highest end brands by taking cost cutting moves that effectively reduce the impact of the so called luxury experience.

This feels like a break up, which hurts to the core. We loved the years spent planning trip to, and staying at the Skylofts. We loved the bragging rights. We loved the exclusivity. But tonight, our suite at the Encore, feels more luxurious than our previous night at Skylofts. Sure, no butler, but better towels, linens, and toilet paper. And significantly less...

This will have been my second time at Skylofts, and I hope it will not be my last. Getting a reservation, I have to admit, was a little frustrating (I was turned down 3 times in the preceding 6 months before my stay), only to see a 1-bedroom Skyloft open up within a week of my trip, which caused me to reach back out to my reservations person. But once there, the experience made me forget about the frustrations of getting a Skyloft. It may be familiarity or comfort, but using the butler and concierge services more this trip made the experience. It isn't the cheapest, but the value is worth it. There is a common comparison between Skylofts and SkySuites. I have stayed at both, but I would pick Skylofts because it is an intimate experience with more personal service. Sure, the SkySuites are more modern, but I noticed room upgrades in Skylofts compared to my last stay, so they are making the updating investments. The Skylofts Butler and Concierge teams were excellent. Within 24 hours, I was able to have an event for 18 people in my room organized ahead of time by the Butler team. On the same day, the concierge secured a round for five at Shadow Creek. The SkySuites lounge area might be bigger with a more expansive selection, but it was way more crowded. Who wants to spend a lot of time there anyway? But, again, the service and people set the Skylofts apart from any other place I have stayed in my 18 years of coming to Vegas; with that, Jonathan and his team at the Skylofts will be the first place and the only place I look for when I...