THEreview: THEhotel at Mandalay Bay

THEdeal with THEhotel: Don't believe THEhype

Posted by Chuckmonster

(We stole this ashtray)

From a purely aesthetic point of view THEhotel is an exciting experience, the rooms are very well appointed, housekeeping was very nice, the room service was fast, but the overall customer service experience left us a little peeved. Despite THEhotel's intentions to personalize the megaresort into a boutique atmosphere, it supremely fell flat in the realm of individual attention. They didn't even try and bullshit or half-ass the service, it was just plain bad and sometimes bordering on rude.

After three days of difficulties at THEhotel, we decided to head over to Wynn Las Vegas to see if we were just imagining things. Upon arriving we snagged a parking space right near the casino entrance, headed through the throng by the buffet all the way down the hallway to the Country Club for some lunch. Despite being all booked with reservations, the host said he could get us in at the bar - no problem. When we arrived at the bar, there were two seats on either sides of the bar, not together. The host, grabbed the chairs, and set them up for us at the end, all smiles. The bartender, Mike, greeted us with such personal attention and kindness it was astonishing. He took our drink orders, gave us menus, set up silverware and made conversation that was genuine, not forced in any way. We talked about how Harrah's takeover of his former employer Caesars Palace facilitated his jump to Wynn Las Vegas. We talked about golf, sports, McDonalds, living in Vegas and Mr. Wynn himself. Quick with a joke and a light of our smoke... Mike exemplified to us everything that is lacking at THEhotel.

With our feelings about THEservice at THEhotel being confirmed, we began to ask ourselves would we go back? If THEprice was right, or there were other compelling reasons, or if Mandalay made a concerted effort to concentrate less on THEhype and more on THEbasics of treating the THEcustomer like an individual and breeding return trippers through old fashioned service, Vegas style.

Then again... probably not.

"Those who cannot remember the past are condemned to repeat it."
- from "Reason In Common Sense" by American poet and philosopher George Santayana

"Superlative guest service is a hallmark of Wynn Las Vegas"
- Steve Wynn

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Comments & Discussion

I agree the service at Mandalay is pretty bad, but the rooms at THEhotel are beautiful. Wynn is the way to go.

Great review.. I was going to stay here next time I was in Vegas (sucker for the aquarium) but now I think I will save my 'pennies' for the Wynn.

While my visit to THEhotel back in 2005 was, on balance, a good one, you make an interesting point that providing amenities in lieu of service is a the preferred business model for most upmarket Vegas hotels. While we never encountered any rude or hostile employees, there were quite a few I would characterize as indifferent, particularly in the small lobby bar and the front desk. The Bathhouse Spa was the one area we did receive very good service.

For the money, I would agree that Wynn is a much better experience. It takes more than a nice room to build a successful hotel.

I did fine at THEhotel, but then I'm not a heavy user of hotel services. I already know what restaurants I want to go to, where I want to gamble, what spas to visit, etc. I had good service in the lounge and at Mix, though.

It's really hard to fault the rooms at THEhotel and the Mandalay pool complex is nice as long as you're willing to shell out the extra for the adults only pool.

The sports book is fine. Table games are more fun over at the Luxor on the other side of the little mall.

THEbathouse is only just OK. Wynn has it beat for luxury and Canyon Ranch has it beat for services.

I think THEhotel is worth it for the room, if you catch a decent rate.

GREAT website!

I've had similar experiences at Mandalay Bay: beautiful rooms, generally rude service and guests that all seem to be having a 'bad convention'.

My most recent trip was to Mirage; the service was fantastic throughout. One of many great places to stay in Vegas, the best vacation city in the world!

weird. couldn't find it via browsing. thanks chuck!
skimming the review the rooms sound nice but not good value at THE. value is always a dicey mathematical formula, but i think 550 DR seems worthy of consideration...

Things must have definitely changed since this review was written. I have stayed at THEhotel 3 times in the last year and outside an incident with the lock on one room our stays there have been the best of any In Vegas, that includes the vaunted and IMO over hyped Wynn. THEhotel does have a concierge, to the right of the check in desk as you enter th lobby first off and the staff has went above and beyond every time we had a need to be full filled.

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