Terrible hotel & casino. Don't stayI come from the service industry and I always give people the benefit of doubt, I never write reviews but this was a must. I took my husband here for a surprise for his birthday so as you can imagine I was expecting decent service. Being originally from down the street from Detroit and now living in Vegas, I wanted to find a place we would enjoy and later I can recommend to friends and family.... Well I know I will always tell people how horrible this place is. From check in, I assumed I may get a hard time because my cc are not in my married name yet but instead of being polite and asking for another source of payment, the 12 year old behind the counter rolled her eyes at me and shouted out we can't accept this. Right then I had a bad feeling but being from the service industry and having experience managing I knew that some people have bad days. WRONG... We then tried to go to our room and was rudely asked by security to check our key card but not anyone else around us who just checked in. Later my friends were surprising my husband with cupcakes and they wouldn't let them bring it into the casino so I told them to just take them to the room. Security at the room would not let them bring them up either and they waiting 30 mins for a front desk manager who still didn't come but I went down amd grabbed the cupcakes while the jerk at security was busy. Fast forward (good parts I will list below) we went to strut (center bar) I believe it was called and we waited 30 mins for a server which was fine but then really didn't see her again so we had to order from the bar. My husband went with friends to gamble at the tables and he said the dealer was awful and very rude for the first hour they were sitting there because he thought they were inexperienced guys that didn't tip nor knew how to play blackjack. Once he realized they did know how and tipped well he wasn't rude but wasn't very nice either. He also said the cocktail server barely came around and since they charge for drinks there you would think they would come around more often to make money. Then we went to something matics where we waited well over an hour for a cocktail while being passed over and over as we were sitting at bar) Instead of apologizing the bartender said they were really busy, however, they were only busy talking to each other and skipping over us girls which looked like on purpose. I spoke to the beverage manager she goes well this is Detroit not Vegas. She was awful and rude and I don't want our friends and family to visit Detroit and think it is terrible like out of towners think it is. It is beautiful but this place is the downgrade of the city. Even staying on the streets of Detroit would be better and have more polite people than this place. 3 good things: housekeeper was friendly, iridescence is an amazing restaurant and I would definitely recommend it and I may even go back. The prob is its on top of the hotel so you have to get through security to go to it. And finally Harvey from security is an amazing guy.
The fire alarm went off at 2am and the management response was oh well sorry for the issue. They said next time you come we will give an upgrade to a room. Next time, what do you mean next time.... I paid good money to stay here and they said next time... There won't be a next time. I checked it out and this has happened many times before and still no fix to the system. Go to MGM grand at least you have a nicer hotel and at least their management doesn't suck when your not satisfied. BTW room service food was terrible and the casino has taken out a lot of slot machines and replaced with the Black Jack electronic tables. They need to reevaluate the management before more people leave.