W Las Vegas — Hotel in Paradise

Why rebrand if everything is going to stay the same? I understand that Marriott has an agreement with MGM for their properties. But, the W in other locations in the world is normally a luxury Marriott property. We switched our reservations to this hotel because of my elite status with Marriott. A few days before my stay, an automatic email was sent to welcome me, with instructions to check in at the "Priority Desk", and told us that we would get $30 of food credit. Unfortunately, the employees did not get the memo as some of them think that this an MGM property.

i went to the Priority Desk as soon as I arrived and met a man. He said that everyone calls him "Sparkles". Sparkles had no interest in making my stay good. He asked for my ID and credit card. When I showed him my ID, he told me I needed to take it out of my wallet. This hotel was the final stop of a weeklong roadtrip staying at Marriott properties. No other hotels asked me to take out my ID. Perhaps he as expecting a sandwich. It seemed to me that he told one lie after another. The first was no upgrade for rooms were available. His excuse was "New Year's". We arived on the 29th, two days before New Years, and checked out on the 30th, a full day before New Years. He gave us a choice of an airport view or a stadium view, but was pushing me towards an airport view. My wife who frequently checks the prices knew that the stadium view was more expensive than the airport view. I listened to Sparkles and chose the airport view. Then he promptly told me absolutely no late check out for me. He then told us that we would get $15 food credited to us. As soon as my wife heard about the food credit, she told Sparkles about the email. He didn't believe it. Nor did he tell us which restaurants we could go to. I ended up going to another front desk clerk later to ask about our dining options and was given a list of restaurants.

Our room was on the 34th floor. We booked as "Stay Well" room. Sparkles tried saying that he upgraded us to a Stay Well room. My wife corrected him immediately and told him that he gave us what we reserved. There were no complaints about the room itself. We liked the room as it had a sleeping area, a living room area, and 1 1/2 bathrooms. The room was equipped with a HEPA filter. The shower came with vitamin C infused water. The air didn't seem citrusy as our previous stay at the Park MGM in their Stay Well rooms. We had a non-exciting view of the airport and part of the stadium. Not much to look at.

Their gym was closed when I tried to check it out at night. It was open the next morning. They had all kinds of equipment including treadmills, ellipticals, bikes, free weights and machines.

I was given a late 12 pm check out by a different employee the next morning at about 8 AM. Normal check out is at 11 AM. But, even the late check out was very confusing. A little after 11 AM, a housekeeping staff came and knocked on my door. I answered. She showed me her list, and told me that I did not have a late checked out. She told me since I didn't have a late check out, that the hotel would be charging me for prolonging my stay, and that I need to call the front desk immediately. I called as instructed but was put on hold for over 10 minutes before hanging up. I quickly went downstairs and was able to speak to the concierge. She looked up my profile and saw that I did have a late check out. Perhaps housekeeping can contact the front desk instead of interacting and scaring guests.

The W is a nice property. But, other than a few nice employees, most of the employees I encountered had no clue about Marriott or W standards. If the W is going to be a Marriott property, they should abide by Marriott...

I've stayed at the Delano countless times. Probably 200 nights across the last 10 years. It was a home away from home, and I recommended it to dozens of friends. My first stay at the new W hotel, the rebranded Delano, will be my last time at this property. ||I paid a premium to book a room with a King bed. (I booked before the switchover but arrived after the rebranding had occurred.) When I arrived late in the evening, my wife and I were given a room with 2 Queens. The front desk agent said we were being given a "great room" but didn't give us any details.||I know that MGM sells the different room types and bed types at different price points, so I called down. It took 10 minutes to get someone on the phone, and they had to repeatedly put me on hold to check in with various people. Eventually, they told me that they had zero King rooms available in the hotel and couldn't accommodate my "request". Since my confirmation said "King suite" and not a room type to be determined by the property, I pushed back. This hotel has over 1,1100 rooms - I have no doubt that they had a King room available and held back as a potential comp.||I was transferred to whoever was running Mandalay room operations that night, who said that they could see the rates I paid vs. what the other rates were at the time (very unlikely) and that I hadn't paid extra (false). I was told that the hotel reserves the right to put me in a room with different bed types, even though my confirmation specifies a type of bed. I asked for a refund and was told no. The hotel offered to try and move me the next day without any promises of a King room being available, and insisted that I would have to check in with them again at 4 PM to confirm whether the room switch would actually be possible. After an hour on the phone, I wasn't going to disrupt my next day in Vegas even further. The person in charge could not have been ruder or more dismissive. I finished my stay in the 2 Queens room and will just find a new home in Vegas from this point forward. ||So, just know that if you book a room type with a certain bed configuration, even if you pay extra to do so, MGM will have no qualms about putting you into something different. My booking agent eventually negotiated behind the scenes for a partial refund, which I appreciated, but Mandalay/W didn't offer me that same courtesy. ||I really loved the Delano, but there have been signs of things going downhill even before the reflag as a W. The nearest restaurants, which weren't ever great, are now closed. The TVs in the bathrooms have been removed and replaced with another piece of photo art. The tech in the rooms is last-generation compared to other comparably-priced hotels in Vegas (I've since made my most recent stay at the Virgin hotel and found that to be a significant upgrade.) The parking garage routinely has floors closed. Even with the hotel charging an exorbitant sum for valet, removing significant demand in the process, you can no longer call down in advance for your vehicle. The casino pit closest to the hotel is rarely open. And MGM's rewards program has made hotel spending a...

Disappointed is almost an understatement. I wholeheartedly went into this weekend with positive vibes and realistic but positive expectations. These were shattered the moment we stepped into the dimly lit lobby of the delano.

My husband and I chose to stay at the Delano based on proximity to the new Raiders stadium as we were meeting friends in Las Vegas to attend the game. We traveled from the midwest and were very excited for a kid free "baby moon" as I am currently 30 weeks pregnant. We booked the King suite over 5 months ago.

Saturday evening: We arrived at 11 PM pacific standard time (2 hour time difference for us) and made our way into the lobby. We easily completed mobile check in in the lobby and headed to our room. We were assaulted by the scent of stale takeout. The room we discovered was absolutely trashed. Bed sheets strewn everywhere, actual trash covering the ground. We immediately ran back down to the lobby where we had to wait in line for the one person working the desk for about 20 minutes. The women we finally spoke to immediately gave us a cursory apology and said there were absolutely no king rooms available. At this point it's nearly 12:00 AM. Finally, a curt (very rude) manager arrives after we requested it several times. Again, she tells us there is absolutely no king rooms available. She will comp the resort fee, but no apology for the trash or the lack of room we booked was available. This manager assured us that it was "manager approved" and the next day there was plenty of king rooms available for us. So I don't unpack or get settled in the room, assuming that we will be getting the king room we booked. We were told by the manager we would get a call the next day, we did not.

Sunday early afternoon: I decided to stop by the front office, again, 30 weeks pregnant, so I trudged there. I was told by another rude staff member and then by another manager that there were absolutely no king rooms available. DESPITE the fact I was told the day before it was "manager approved" and we would definitely be switched to the king room. They offered no excuse other than "this happens" and this was "in the fine print" and "she shouldn't have made that promise." UM. Excuse me. When I booked 5 months ago, I chose a king room because I am pregnant, my husband is 6'3 and we sleep in a king bed at home. We don't fit in a queen bed comfortably. This romantic kid free babymoon is turning into an absolute disaster. Interestingly, friends of ours who are MGM members did in fact get a king upgrade.

At 11:00 AM we were startled by a loud jack hammering sound coming from between our two bathrooms. We were not warned that there would be any construction, nor were we prepared for a loud banging that would force us to leave the room because we literally couldn't have a conversation with the noise.

Overall, this hotel was absolute garbage. Literally trash. Had we known we were going to have to sleep separately all weekend AND walk into a strangers soiled room at 11:30 PM, we would certainly have not chosen this room. If you are not an MGM member with...