Mandarin Oriental Las Vegas (to become Waldorf-Astoria)
May 4, 2016, 4:06 pm
#92
Join Date: Sep 2008
Location: AUS
Programs: BAEC Gold, AA PPro, Hyatt Globalist, Amex Plat
Posts: 7,043
I have to agree. And it is VERY bipolar. I hated MO Singapore and checked out within 24 hours after arriving. I had a *disastrous* stay at MO NYC. MO SF (when it existed) was meh. MO Munich is very good. MO Boston is good. A gerbil would be unhappy at the MO Barcelona unless he is in a suite. MO Geneva is OK, but bettered by FS. I did not like MO LV, but it might suck less than FS.
Regards
May 11, 2016, 9:28 pm
#93
Join Date: Apr 2013
Posts: 39
Update on our recent stay:
Emailed GM, Cliff Atkinson and Head of Americas, Jan Goessing. Received a reply from Cliff to expect a response by EOD. Hotel Manager responded offering 50% credit on our first night stay and refund of 1 spa treatment. If we were to return, also offered a cabana and an upgrade. I found the response to be lukewarm. Our first night THUR was the cheapest of the 3 nights. The response felt like they were watching the bottom line over trying to ensure a repeat guest for the MO brand. I also left a review on trip advisor to which they responded re pool closure that it was due to inclement weather. It had rained in the morning but had stopped the rest of the day and they were already half setup with a wedding stage by the time we arrived to use the pool. Something is better than nothing I guess, but we'll be taking our business elsewhere.
Emailed GM, Cliff Atkinson and Head of Americas, Jan Goessing. Received a reply from Cliff to expect a response by EOD. Hotel Manager responded offering 50% credit on our first night stay and refund of 1 spa treatment. If we were to return, also offered a cabana and an upgrade. I found the response to be lukewarm. Our first night THUR was the cheapest of the 3 nights. The response felt like they were watching the bottom line over trying to ensure a repeat guest for the MO brand. I also left a review on trip advisor to which they responded re pool closure that it was due to inclement weather. It had rained in the morning but had stopped the rest of the day and they were already half setup with a wedding stage by the time we arrived to use the pool. Something is better than nothing I guess, but we'll be taking our business elsewhere.
May 12, 2016, 6:08 am
#95
Join Date: Oct 2006
Posts: 861
Update on our recent stay:
I also left a review on trip advisor to which they responded re pool closure that it was due to inclement weather. It had rained in the morning but had stopped the rest of the day and they were already half setup with a wedding stage by the time. taking our business elsewhere.
I also left a review on trip advisor to which they responded re pool closure that it was due to inclement weather. It had rained in the morning but had stopped the rest of the day and they were already half setup with a wedding stage by the time. taking our business elsewhere.
hotels can get the last word, whether it is true or not.
May 12, 2016, 7:08 am
#96
Join Date: Sep 2013
Programs: DL PM, 1MM, DL SC, Kimpton Inner Circle
Posts: 2,416
Update on our recent stay:
Emailed GM, Cliff Atkinson and Head of Americas, Jan Goessing. Received a reply from Cliff to expect a response by EOD. Hotel Manager responded offering 50% credit on our first night stay and refund of 1 spa treatment. If we were to return, also offered a cabana and an upgrade. I found the response to be lukewarm. Our first night THUR was the cheapest of the 3 nights. The response felt like they were watching the bottom line over trying to ensure a repeat guest for the MO brand. I also left a review on trip advisor to which they responded re pool closure that it was due to inclement weather. It had rained in the morning but had stopped the rest of the day and they were already half setup with a wedding stage by the time we arrived to use the pool. Something is better than nothing I guess, but we'll be taking our business elsewhere.
Emailed GM, Cliff Atkinson and Head of Americas, Jan Goessing. Received a reply from Cliff to expect a response by EOD. Hotel Manager responded offering 50% credit on our first night stay and refund of 1 spa treatment. If we were to return, also offered a cabana and an upgrade. I found the response to be lukewarm. Our first night THUR was the cheapest of the 3 nights. The response felt like they were watching the bottom line over trying to ensure a repeat guest for the MO brand. I also left a review on trip advisor to which they responded re pool closure that it was due to inclement weather. It had rained in the morning but had stopped the rest of the day and they were already half setup with a wedding stage by the time we arrived to use the pool. Something is better than nothing I guess, but we'll be taking our business elsewhere.
Thanks for the follow-up. I agree that the offer is lukewarm, and I especially don't appreciate compensatory gestures that require another interaction.
May 12, 2016, 8:02 am
#97
Join Date: Apr 2003
Location: YYZ
Programs: AC E75K, Amex Plat, NEXUS, Aman-user (not really a -junkie)
Posts: 1,721
I'm a Vegas regular and usually stay at Wynn TS and another hotel Center strip such as MO or Aria Skysuites. I have never found a great service culture at MOLV but I still think it's one of the best hotels in Vegas. Rooms are gorgeous, the spa is well appointed albeit small. The breakfast at Mozen bistro is delicious and beautifully presented.
Speaking to the service culture, I always have to fight for my upgrade even though I am a so-called VIP there (stay five times and they snap your picture and you get valet check-in). Service recovery is always reactive after the fact whereas it should be proactive.
Unfortunately Vegas is Vegas and it is what it is. Having stayed at all the usual well regarded places, you come to accept it. Even my top rated place, Wynn has succumbed to the "club" crowd. Apparently these clubs bring in $1M a night so that is the lure of their proliferation... Ugh !
Speaking to the service culture, I always have to fight for my upgrade even though I am a so-called VIP there (stay five times and they snap your picture and you get valet check-in). Service recovery is always reactive after the fact whereas it should be proactive.
Unfortunately Vegas is Vegas and it is what it is. Having stayed at all the usual well regarded places, you come to accept it. Even my top rated place, Wynn has succumbed to the "club" crowd. Apparently these clubs bring in $1M a night so that is the lure of their proliferation... Ugh !
May 31, 2016, 3:00 pm
#98
Join Date: Oct 2003
Location: RIC
Programs: US CP, Hilton Gold, Hyatt Plat, *wood Gold, Amex Plat
Posts: 1,600
I've always stayed at suites at the MO and have had good experiences, but I do agree that the service is more reactive than proactive, but my experiences have been much better than recent posts would suggest. I'll be back on 6/15 and hopefully won't find things much changed. I will agree that upgrades are relatively rare -- I'm booked into a Dynasty Suite and would hope for an upgrade to an Apex, but not holding my breath. I have been offered an upgrade for a partial stay, but moving is too much hassle and I usually turn those kind of offers down.
May 31, 2016, 4:33 pm
#99
Suspended
Join Date: Jan 2013
Location: Barcelona
Posts: 3,317
I've always stayed at suites at the MO and have had good experiences, but I do agree that the service is more reactive than proactive, but my experiences have been much better than recent posts would suggest. I'll be back on 6/15 and hopefully won't find things much changed. I will agree that upgrades are relatively rare
). Never actually had to stay in vegas so no clue on what's in town...
Oct 13, 2017, 8:53 pm
#101
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
POOL CLOSED FOR PRIVATE EVENT (no notice)- We went to use the pool & hot tub at 4pm on a Saturday. Lo and behold, the pool was closed for a private event (wedding). Not surprisingly, the hotel gave us ZERO notice that the pool would be closed for a private event. Keep in mind, all guests pay a daily resort fee, so this is a major slap in the face to your guest when you don't tell in advance that they can't use the pool. No apologies from any staff member.
Oct 14, 2017, 12:51 am
#102
Join Date: Sep 2009
Location: Europe
Posts: 2,600
Wanted to add to this review from last year, as I just had dinner with an associate who usually stays at MO but mentioned he is at Skylofts this trip. I asked why he switched, and he said on his last two stays at MO the pool was closed for private events and the MO offered absolutely no service recovery. So this doesn't seem to be uncommon practice at all for this property.
MGM’s influence is very strong here. If I didn’t knew any better, I would call it a franchise.
Oct 14, 2017, 2:19 am
#103
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
Wanted to add to this review from last year, as I just had dinner with an associate who usually stays at MO but mentioned he is at Skylofts this trip. I asked why he switched, and he said on his last two stays at MO the pool was closed for private events and the MO offered absolutely no service recovery. So this doesn't seem to be uncommon practice at all for this property.
Oct 19, 2017, 11:33 am
#104
Join Date: Apr 2010
Programs: DL PM
Posts: 165
Was just at MO LV last week. The last evening of our stay there was a letter placed in our room about a private event at the pool the next day, stating the pool would be closed from late afternoon on, and MO guests were advised the Aria pool could be used instead. It didn't affect us given the time we were checking out.
This was our third or fourth stay at the MO during an annual conference. Continue to be impressed at the longevity of top staff... Glenn at Valet, Walter who drives the house car, Juan at breakfast. Always good to see they are still there and still making the guest experience better than what we experienced during a split stay with FS a few years ago.
The room was starting to look a bit worn versus previous years, so I mentioned in my feedback to management that while the room was clean during our stay, it also seemed like it was time for a deep clean around the edges.
Weakest link food-wise was the Pool Cafe - more automated and less creative than in previous stays... Case in point the fruit plate; I will see if I can find a picture from last year to this year. Last year a nice variety of fruits and all fresh and beautifully presented on a rectangular platter-like plate. This year a small bowl with meh melons and some of the berries toward the bottom were past their prime. Pool service varies widely depending on that day's staff... experienced it on four different days and overall I'd say pool service was adequate, but lacking if comparing it to our previous experience when at FS LV. Breakfast at MO's Mozen was still excellent with plenty of options for those with celiac disease, which can be difficult to find during a Vegas trip. In-room dining handled some unusual requests well, though not flawlessly.
Overall when work brings us to Vegas, I still look forward to staying at MO. I appreciate the zen vibe in the midst of the Strip.
This was our third or fourth stay at the MO during an annual conference. Continue to be impressed at the longevity of top staff... Glenn at Valet, Walter who drives the house car, Juan at breakfast. Always good to see they are still there and still making the guest experience better than what we experienced during a split stay with FS a few years ago.
The room was starting to look a bit worn versus previous years, so I mentioned in my feedback to management that while the room was clean during our stay, it also seemed like it was time for a deep clean around the edges.
Weakest link food-wise was the Pool Cafe - more automated and less creative than in previous stays... Case in point the fruit plate; I will see if I can find a picture from last year to this year. Last year a nice variety of fruits and all fresh and beautifully presented on a rectangular platter-like plate. This year a small bowl with meh melons and some of the berries toward the bottom were past their prime. Pool service varies widely depending on that day's staff... experienced it on four different days and overall I'd say pool service was adequate, but lacking if comparing it to our previous experience when at FS LV. Breakfast at MO's Mozen was still excellent with plenty of options for those with celiac disease, which can be difficult to find during a Vegas trip. In-room dining handled some unusual requests well, though not flawlessly.
Overall when work brings us to Vegas, I still look forward to staying at MO. I appreciate the zen vibe in the midst of the Strip.
Last edited by umbrella007; Oct 19, 2017 at 2:29 pm