Las Vegas - Disgusting (Literally) experience at THEhotel

Hello all,

I am just returning from my very first stay at THEhotel, and predicting it will be my last is Vegas's safest bet:

We arrived on Wednesday around 2 PM, were promptly checked into a regular suite and proceeded towards the pool (very distant and shared with the Mandalay Bay main hotel) where the cast iron bars enclosing it are more suggestive of the former East Berlin than of a resort. Give me the Bellagio any time...

The real crisis, however, began when after a nice bath in our (well appointed) bathroom, I tried to rinse-off in the shower where I was engulfed in a very strong smell of raw sewage, the kind which would attract very nasty looks in an elevator, restaurant or casino. I called the front desk, an engineer showed up within 20 minutes, almost died on the smell and declared a problem with the drains. He mentioned that it was common and would return with the proper chemicals. He did...

My lady friend decided that she was NOT washing her teeth in that water and I called to ask for a couple of bottled water, explaining the situation. While we were out, the water was delivered with a receipt for a faily high room service charge. I had no problem to have it comped and was then asked (10 PM, before going to the casino) if I would like to change rooms. The smell was gone, I was not in the mood to play room musical chairs during a 3 night stay, and declined. We came back around 3 AM and so did the smell as soon as we touched the taps... That smell, by the way was very noticeable outside, near the Strip, by the underpass between Mandalay Bay and the Luxor... it seems to be a huge problem, probably not linked to one room.

More calls the next morning, several instructions to hold, a couple of hanging ups by me after 15 minutes, and I was promised more bottles of water and more chemicals... which came, the water with the now customary room service charge receipt. One more call to have it comped, no problem.

I finally visited the front desk last night to mention that in my humble opinion, some REAL comping was in order, and was told that all that drinking water had already been given free of charge. After I commented that free drinking water was offered in places with less offensive smells (Zimbabwe, Cameroon, Kenya etc...) Internet charges ("2 of 3 days") and 50 $ worth of food were finaly offered, accepted with no argument (I am not into comp begging)... This morning, when I reviewed my bill before checking out, all the charges INCLUDING THE WATER were still on it !

I did check out manually at the front desk where all was finally deducted, but who honestly needs all that hassle ??

Is the place a healh hazard ? Probably not. But it certainly felt that way. As to the situation, it was definitely not handled professionally.

very disgusting indeed.

But I would have changed rooms or even left the hotel.

Stayed at TheHotel three years ago...same sewage smell was in the lobby and restaurant area...didn't understand how people could eat with that kind of smell permeating the air. Obviously, it's a chronic problem. I was surprised people didn't seem more disgusted ! I vowed then never to come back...

I agree, I would have changed rooms after it wasn't fixed the first time. I mean, did you shower in that smell, or did you go for 3 days washing with bottled water?

I agree, I would have changed rooms after it wasn't fixed the first time. I mean, did you shower in that smell, or did you go for 3 days washing with bottled water?

There is actually nothing wrong with the water...The hotel would have been shut and boarded long ago... It is the smell from the drains AFTER you stop the water. As said before, it permeates out as far as the corner of the Strip. I washed in it during 3 days, never a smell from the water or anything wrong. I admit I may have over-cologned afterwards unconsciously but nothing more. I guess that any rash or eruption would have sprouted by now so... no real harm done. It's just the unpleasant experience and the very poor service and attitude.

Do they REALLY need this kind of publicity now ?

While the problem should not happen in the first place and I can certainly understand not wanting to change rooms at 10pm, I don't understand why you wouldn't at least change rooms the next day. IMO, it's unreasonable to expect management to be forthcoming with compensation if you aren't willing to work with them to resolve your issues.

While the problem should not happen in the first place and I can certainly understand not wanting to change rooms at 10pm, I don't understand why you wouldn't at least change rooms the next day. IMO, it's unreasonable to expect management to be forthcoming with compensation if you aren't willing to work with them to resolve your issues.

By the time we realized the smell extended as far as the strip, I could see no clear advantage going through the hassle of changing rooms. What I CAN see, is the use of warning people and of knowing I am not setting foot there in the future... As I always carry my own ethernet cable, ;) I am happy with a lake-facing room at the Bellagio... The view cannot be beaten.

We stayed at The Hotel at Mandalay Bay in October 2007 and never noticed any odour or any plumbing issues.

If there is some sort of persistent or recurring problem, it may be confined to only particular areas of the hotel.

Provided the smell was akin to rotten eggs, it may have been from disuse. I moved into a brand new apartment that was heated using a hot water/air exchanger. The apartment was built about 2 years before I moved in but never rented. The water was rancid for over a week and full of scale and sulfur. It sounds like a biofilm problem. People won't die from it (provided they don't drink it) but I wouldn't be paying THE High prices and putting up with it either.

Given what the economy is doing, shutting in portions of the hotel to clean out the plumbing might not be a bad idea. If the economy bounces back at the end of the year (doubtful but then I was on the foreclosure loudspeaker in 2005), MGM won't be able to rent the rooms anyways unless it's at a deep discount.

Yet another instance where Mandalay fails to provide top line service for the prices they charge.

Any news on reservation drop offs from the Swine Flu scare?

Considering that there are better hotels in Vegas, there's no point taking the chance that it might be 'sewage' day... the worst part was that when I pointed out the smell, the staff acted oblivious.

Considering that there are better hotels in Vegas, there's no point taking the chance that it might be 'sewage' day... the worst part was that when I pointed out the smell, the staff acted oblivious.

I second this.

I hope this sewage smell isn't the issue next June when I'll be staying in THEhotel for a couple of days... Don't want to fly about 6.000 miles one way to end up in a hotel with a nasty smell...

I hope this sewage smell isn't the issue next June when I'll be staying in THEhotel for a couple of days... Don't want to fly about 6.000 miles one way to end up in a hotel with a nasty smell...

Well, you have several weeks to think and act. This is exactly the purpose of these boards and I know what I would do....

The 4Seasons is in the same complex too. If the smell went as far as the Strip, it would have been affected too. But we have stayed there repeatedly and never noticed any smell.

when we went, smell was mainly in lobby of THEhotel - Mandalay Bay (and Four Seasons) were fine...

Have stayed at M-B and THEhotel several times, and cannot say I've ever experienced that particular problem. The hassle with the front desk sounds familiar, however.

I hope this sewage smell isn't the issue next June when I'll be staying in THEhotel for a couple of days... Don't want to fly about 6.000 miles one way to end up in a hotel with a nasty smell...

Vegas is slow so you should be able to find alternative lodging easily. Don't tolerate this stuff, just leave. Everyone should do this and the problem will be fixed.
I hope you enjoy your stay in the SW US!:)

Have stayed at M-B and THEhotel several times, and cannot say I've ever experienced that particular problem. The hassle with the front desk sounds familiar, however.

As is trying to call room service, the bellhop or housekeeping and getting an actual human being on the phone....

So,

I just spent this past weekend @ THEHotel in an H suite on the 60th floor.

Overall, I really like the property and especially the suite (it even had THEBidet and THESteam Shower --- which I really loved!).

There were no issues with the suite, it was lovely. There is a slight strange smell @ the entrance to THEHotel that I did notice. Nothing that would ruin my impression of the place, but I do agree a little strange.

Regarding service, I was expecting the worst, and overall it just wasn't that bad.

My data-points :

- Valet Service was very good
- Bell Service was quick, and they had the car loaded before were got down to retrieve it
- Ordered a room service snack one night before going out for the evening. Mentioned that I HATE to have dishes in the suite when I return (even though, truth be told, it was in a dining room about 2 football fields from the bedroom). Room service attendant offered to come back to the suite and clear all of our dishes when we were out for the evening.
Upon return, room was properly turned down, and all room service dishes removed
- Room service was very good, excellent breakfast setups (I have pics of everything, just need some time to post)
- Turn down service and housekeeping were quite good, and turn down attendant followed our request to come back at an exact time (i.e. as we were leaving for dinner)
- Forgot my shaving cream and complimentary aromatherapy shave cream was delivered in 20 minutes. They then proceeded to call three separate times to check that I received the shaving cream
- There was one strange service issue with ice. My wife called asking where the ice machine was on the 60th floor. They said there was no machine, and that they would deliver ice. Well, they delivered it, but long after we forgot about it --- like 3 hours later. Funnier yet, there did indeed turn out to be an ice machine on floor 60

If I think of anything else, I'll let you know, but overall it was a pretty good experience.

I didn't experience the pool, but the wife said it was quite lovely.

Oh, and they have $100 big baccarat @ Mandalay Bay, and the dice tables, IIRC were $5 in the AM.

I've got a stay coming up 5/13-5/15, so if there's anything anyone wants me to lookout for...give me a hoot.

I'll keep a nose out for weird smells.

Well, you have several weeks to think and act. This is exactly the purpose of these boards and I know what I would do....

Vegas is slow so you should be able to find alternative lodging easily. Don't tolerate this stuff, just leave. Everyone should do this and the problem will be fixed.
I hope you enjoy your stay in the SW US!:)

Thanks,

I'll take the chance though, when necessary I could always chance hotels, there are indeed plenty of hotels in LAS and it's still rather slow ;)

I'll try THEhotel for now, hope that it is ok ;)

I have an upcoming reservation for a THEhotel suite and am debating switching given the gross stories above. How does a suite at THEhotel compare to the Bella suite at the Venetian/Palazzo? Is there any difference between Venetian and Palazzo?

Thanks!
1Konsultant

I have an upcoming reservation for a THEhotel suite and am debating switching given the gross stories above. How does a suite at THEhotel compare to the Bella suite at the Venetian/Palazzo? Is there any difference between Venetian and Palazzo?

Just spent 3 nights @ THEHotel and then 2 nights @ Palazzo.

Can't speak to the "standard" THEHotel suite,

But, I much prefer Palazzo to Venetian. Really like the "scale" of the property and the concierge lounge (if applicable) @ Palazzo is great. Furnishings are a bit more contemporary @ Palazzo (in comparison to Venetian). Though, the Venetian suites have also recently (last year+) been renovated.

I stay at Palazzo all the time, and think it's a great property in a great location (with very easy access to Wynn Las Vegas).

Hands down, the location of Palazzo beats THEHotel.

edit to add :
also see HERE! (http://www.flyertalk.com/forum/las-vegas/933197-palazzo-venetian-one-do-you-prefer.html)
and the consolidated Palazzo thread. (http://www.flyertalk.com/forum/las-vegas/759407-consolidated-palazzo-thread.html)

I stay at THEhotel frequently and have never had a smell problem.

QL

I have also had constant issues with THEHotel. I wanted it to be my favorite place in Vegas, but after problem after problem... I gave up and moved to the Wynn. Once the ceiling started "raining" - literally and soaked all of my things. They moved us and comped us for a night, but still... I dunno. I don't think I can do it again. They seriously acted like the ceiling always rains.

Lucky I found this thread - was just about to book a suite @ THEhotel for an August trip. I thought the price ($124 on Expedia) sounded almost too good to be true.

The hotel was great last week for my stay. NO smell issues.

However, it took them 13 room keys before I got one that worked. They need to do some better "customer is always right" to deliver 4* or 5* service. 4.5* layout with 2* service.

Got 2 days spa comped. Unusual - calm industrial design of the men's spa. I liked it.

P.S. I had slot machines that paid off. Given a choice between working hotel room keys, and good slot machines, I'd vote for slot machines and free spa visits.

Left theHotel yesterday after a 3 night stay and had zero smell issues whatsoever (32nd floor).

Left theHotel yesterday after a 3 night stay and had zero smell issues whatsoever (32nd floor).

Isn't there a saying that "something" flows downward?

:D

Isn't there a saying that "something" flows downward?

:D

just another reason to ask for a high floor

;)

Been at THEhotel for 4 nights and no problems at all, actually it is a very nice and decent hotel. Very nice lobby & area surrounding it (classy but a bit dark). Room (17th floor) was more then OK. No signs of aging at all.


The only issue I had is that the aircondioning in the room can be a bit loud and generates a very high airflow which can be disturbing at night. It seems that the airco's are a bit oversized for the room. Even at 24°C room temperature it sometimes started to cool in the middle of the night which waked me sometimes.

Oh and maybe another small thing :D

The bed is very very nice but a bit soft. I you are used to sleep on a hard bed (like i'm used to for my back) it is a big change. But this seems to be a problem in a large range of hotels, never slept in a high end hotel with a decent hard bed :D