I left my stay from Resorts World Las Vegas wondering why I had booked the hotel in the first place? Sure, we had experienced a previous stay there with no major hiccups. But this time it was a horror visit that was a disaster right from the start.
Great looking bar at the Conrad Lobby.
I had a reservation for the Conrad — a hotel in Resorts World that advertises as a 5-star hotel. I had one of my worst check-in experiences ever. The check-in line was very long, lasting about 30 minutes. Once I finally reached the front desk worker he spent many minutes trying to upsell me, and at one point asking if I wanted to upgrade my stay by 900 dollars a night. I had already booked and paid for a suite. This was so absurd I asked him if people actually pay for such an upsell ‘They do’ he said. During the check in process the front desk worker checking me in left for 15 minutes in the middle of checking me in. He said that he did not have any suites that I had booked. This was a lie as I found out later at the suites check-in that this was not the case. He said that I can check in at $80.00 per day rate. I asked why I would be charged each day and he said it was due to a ‘room upgrade’ fee. I told him that I did not want to upgrade but we needed a room so our baby could lie down for a nap. This was important for our child’s health but the front desk clerk backed me into a corner.
I finally finished check-in roughly 50 minutes after first standing in the line. After the room keys did not work I headed downstairs to the concierge desk (which was also the check-in for suites which I did not know). The concierge apologized for what the person checking me in had did, unethically charging me $80.00 per day to check-in. They offered me a $75.00 resort credit and assured me that the $80.00 per day fees would be taken off my bill. Which they were not.
Conrad suite bathroom was very spacious.
The room was very nice and large — exactly what I had paid for and we needed our baby to nap. Continually calling about the crib, the crib finally arrived 1.5 hours after check-in. We headed down to the pool area after our nap and had a drink at the pool. The adults pool was very lively with loud music — hardly an environment for our baby.
The room itself was spacious with a beautiful view of the strip. The bathrooms also have Byredo products which is superb. The size or quality of the room that I paid for was not the issue but it was the other things during our stay. It was weird that the concierge desk that handles all suites and their inquiries was not staffed until 9AM each day. Our coffee maker broke and I had to go downstairs to get it replaced, since nobody wold pick up on the room service side. Our room was not always properly cleaned as crumbs and food remnants were at time left on the floor. It was like they had forgotten to vacuum the middle of the living room.
Our second day of the stay was Friday and we headed down to the pool in the morning and spent time at the kids pool. The kids pool was a major reason why we booked Resorts World — which advertises as family friendly literally everywhere. We did not know that during the next three days of our stay that the kids pool would be closed. It was twice closed for weather issues and once closed from 9-noon for fixing something with the pump system. Now I am no genius but I am pretty sure that closing a kids pool in the morning before a child’s nap is not a good idea. Couldn’t they have closed the pool at a time when kids would not be using the pool?
The morning was also the only time where there was no full sun exposure in the pool. The kids pool is somehow not provided with any umbrellas — but you can always pay 40 bucks for one! We were directed to use the adults pool but what adult comes to Vegas and wants a screaming toddler around them? We waited for nearly an hour for our wine to arrive. The wine order was a bottle of wine with glasses. How is an hour wait for that anywhere near five star service? I would have gotten better service at a Ramada pool.
We enjoyed some of the resorts restaurants, particularly VIIVA by Ray Garcia. This is a top notch Mexican restaurant that is expensive but worth the splurge. We also had a beautiful meal at Carver, their steakhouse. These restaurants were also very accommodating for our child.
Not having access to the kids pool for three days was a really big disappointment. We have a toddler who likes to move around a lot and love pool time. Having to keep her in the room or walk her around the property was not what we had planned. For a place that advertises as family friendly we really didn’t get this feeling from the management. Hospitality is usually incredible in Las Vegas but definitely not at this resort.
We were told by management that we had to check out at noon, which management later agreed that 1PM would be fine. We needed our toddler to take a nap so I spent some 20 minutes negotiating with the manager from moving a noon checkout to 1PM. I have no idea why that should have been so difficult. They charge a $45.00 per day amenity fee but we were not able to use the child pool 3 out of 4 days in our stay. I did use their gym several times during the stay but because of the weekend the gym was incredibly crowded which led to wait time for benches or to use machines. They would not waive any of the egregious $45.00 resorts feels despite not being able to use the pool for most of our stay.
If you have kids and want to be in Vegas despite there being few family friendly options, I wouldn’t recommend staying at the Conrad. Rooms are hugely expensive and you are paying for 5 Star prices without getting anywhere near that level of service in return. The icing on the cake was definitely despite being assured by the concierge staff that I would not be charged the $80.00 a day for a ‘room upgrade’ that I did not ask for and was coerced into by the person checking me in. Yet after two phone calls and with management and three days later the $80.00 per day charge still remained on my bill. It took a third call for these changes to be removed. Do yourself a favor and don’t stay here.