I’m typically forgiving when I like the hotel group (as I do with MGM Resorts) and understand that Las Vegas is a hectic place. But this last stay was a letdown.
The positives included the friendly front desk staff; JP, the bartender, who makes both good drinks and good conversation; and a relaxing cabana experience enhanced by Sylvia’s warm, attentive service.
Unfortunately, the low points bookended our three-night stay, beginning with our arrival. We arrived around lunchtime and expected simply to drop our bags if the room was not yet available. Not having it ready by the official check-in time was disappointing. Not having it ready over an hour later was worse. Most frustrating was being strung along all afternoon with the expectation that it would be ready soon. The complimentary food voucher was a nice gesture, but we ultimately waited until dinnertime. A clear answer would have given us another half-day of vacation experience. Another option would been to grant a pool pass (requested and denied).
A policy suggestion: Move the checkout time back by however long the room is delayed—or, at minimum, don’t be so militant about checkout when you the hotel are late on your part of the bargain.
Departure was not much better. When I checked our bags, I confirmed that retrieval would be quick when we were ready to leave for the airport and that the bell staff could arrange a cab. Neither proved true. I waited for someone from the bell staff to appear and eventually joined the check-in line to ask the front desk for help. The sole bell attendant then appeared, but when I asked about a cab, she told us the valet had left and directed us to walk to the main Park MGM entrance. The 110-degree heat was mitigated somewhat by the short distance—except that no one was there either. We ultimately flagged down a cab ourselves, only to have another bell attendant emerge specifically to chew out the driver for picking us up at that spot.
We had also paid for a late checkout, which was worthwhile, but the app and repeated emails continued reminding us of the standard checkout time. That unnecessary confusion could easily be prevented by having the systems recognize the purchased extension.
The Reserve, formerly NoMad, is positioned as the quieter, more refined section of Park MGM. However, it shares an elevator bank with the main hotel, which undermines that distinction. Compared with Bellagio, The Cosmopolitan, and Aria, the atmosphere felt noticeably louder and more casual, including a steady stream of guests carrying coolers.
The hotel cannot control every guest’s behavior, but the overall environment still shapes the experience. Returning to our room one evening, we found dog droppings nearby that were still there the following morning. Our Do Not Disturb sign had also disappeared—as, apparently, had the signs throughout our wing.
The rooms themselves are elegant, although noticeably lacking in drawer space. Our meals at Eataly, The Library, and La La Noodle were all enjoyable.
Ultimately, however, the positives were not enough to offset the operational failures and environmental issues that prevented this from being the relaxing break we needed.
