Conrad Las Vegas at Resorts World

My boyfriend and I had a horrible time staying here. I will try to make this short and to the point. From the minute we walked in, we were treated poorly. The key card didn't work right off the bat, my boyfriend had to walk back to front desk where he was told rudely to get back in line when we had already waited to be initially checked in. When they realized they screwed up, the hotel manager walked us up to the elevator personally and promised us a "complimentary $50 voucher for food, etc." which was fine, it was appreciated, but unnecessary (we literally just wanted to get to the room). I ordered a rose petal/champagne package for his bday which turned out really sweet but had I not distracted my boyfriend and snuck over to the concierge to confirm everything was set up for that night, I wonder if it would have actually been executed correctly, on time, or at all for that matter because the concierge lady said "we don't see anything" when I asked her if we were all set up for the surprise that night. So my friends, if you plan something special for someone in your room, I highly suggest to triple check if everything is confirmed. I just got lucky that my guy didn't notice what I was up to. They took forever to clean up the petals afterwards. We had to ask 4 times to have someone come up and vacuum the room, never got done. I even walked down and asked them personally at the desk, and each time they promise it "would be escalated and handled right away." Thanks for saying some bs to my face just so I would be appeased. Yea great technique. I understand it was a busy holiday weekend, this is why you plan ahead an staff up. I am in management I understand how this works, it's really not that difficult. I know this is a newer hotel but wow, customer service was highly lost in the pre-opening training. Poor planning and incompetent staff/management are who to blame. When we checked out, I wanted to just voice my opinion on all of this, they comped the resort fees for the stay, thank you, but again just wish I got what I asked for in the first place. They asked if I took pictures of the petals on the floor btw, lol why tf would I have to do that? Do you not believe the 4 phone calls and in person complaints I made while your front desk staff was typing away as I spoke? Come to think, she was probably just g-chatting the other front desk girl saying "this dumb B doesn't know we don't dgaf about her complaints"... my bf also mistakenly left his cologne Chanel Bleu & full suit in the closet, and we filed a lost report. We called hours after we left the room and they made no attempt to check with cleaning staff. I would understand if it was a few days after and we realized but it was right after we left. I hope your cleaning crew enjoy his parfum & already worn suit, wth... overall you would expect more from a "high end" hotel in vegas. Don't waste your time or $, just stay at Encore or Wynn across the street. Read less

If you are looking for the refined Conrad experience, this is NOT the place. I stayed in several Conrards around the world This property does not really belong with the brand. Great disappointment at an overpriced location. The hotel share its public space with the Hilton, so expect a Hilton experience The service is rushed and efficient. No smiles or attention to the individual. Requested a simple bottle opener from three different employees - nothing arrived Room cleaning is by request only (seriously for a $400 a night resort?) but no one bother to tell you that at check in. The breakfast buffet is very limited and very much overpriced. one buffet breakfast plus two cups of coffee cost me $44! a small Aleve package runs $13 at the RW store when I inquired about a coffee maker in the room I was told "we don't do that" seriously? every Hampton Inn does it for a fraction of the nightly cost. I requested a Wall Street Journal. (for a fee) I am still waiting for it as a Diamond member at Hhonors I expected some recognition. forget about it. No verbal recognition, no upgrade just $25 voucher limited to few restaurants ( $25 will not cover on breakfast buffet for one person at The Kitchen) when I checked in there was no "Thank you" or any other sign of hospitality. The only exception was Tammy - working at the Kitchen she was human. But she was the exception to the rule. Overall HUGE mistake. I made the mistake. you don't need to make yours. Look for other places in Las Vegas they are more likely to want your business and presence Read less

I arrived Wednesday night and the computer system was down " hand wrote" my check in - the next day there was no record of my stay. Room key would not work had to "redo" the check in process again. My room was never cleaned after two request (two days), to the front desk. Agents were more concern about if I called than, the fact the room needed service. Could not sit away from others in "The Kichen" restaurant for breakfast after I requested it twice...I finally just left because the young lady wasn't listening to me (it was early morning and other people were sitting in the area I wanted to sit. 1st time staying on the strip. 1st time staying at the Conrad - it was a very bad experience. Read less

Not sure what to say here so I will just tell you about my stay and some details of my experience. I have stayed here twice already and at the Conrad twice since they opened. I am a Hilton Diamond member, IHG Royal ambassador, and Marriott ambassador with 4000 night in the last 20 years. I think that qualifies me to provide a decent review based on experience and facts. So here are the facts. Fact 1 I called the Crockfords and Conrad staff 3 weeks, 2 weeks, 1 week and then the day before my arrival. I had bought VIP box seats at Hyde lounge for the Tyson Fury fight and it was great and sat right next to Steve Aoki. Pretty cool. When I arrived at 11 my tooms were not ready either at the Conrad or Crocksford. I had 2 rooms booked. That waa fine. They told me at the front desk (no less than 3 people) that the tooms would be ready by 12. No such luck but that is also fine. I tolf them I had to go to T-mobile arena to see the prelim fights and I couldnt miss them cause it was my 50th birthday celebration with my closest friends. I told them it was my 50th birthday 3 weeks before , 2 weeks before, 1 week before and upon arrival. They had it in their notes on their computers and I told them please just do 1 thing for me, don’t mess up my stay as it was a very special occasion. Fact 2 They told me my rooms would be ready by 1:30 or 2:00. This was okay with me too, even though they told me earier they would be ready sooner. They said they had to not just clean the rooms but also have them personally verified by a manager as that was their quality control gurantee. This is also fine, no problem, take all the time you need was my reply as I would not be back till 9 that evening. But I told them we had to have our rooms by then and especially our bags in the room because we also bought a 4k table at Zouk their new nightclub in the hotel and my friends had setup a birthday celebration there as well and we needed to get dressed before we went to that event as well. We personally handed our baga to the front desk and told them which bag to which room and they personally guaranteed the bags would be there many many hours before as the rooms would be ready at latest by 2pm and our bags would be in the rooms waiting for us as would our keys. They tagged each bag ans told me I would get a text on my phone when the rooms were al ready and the bags were delivered to each room… now here where it all goes down the toilet… Fact 3 I get a text at around 2pm from Crocksford and Conrad saying the rooms are ready and bags delivered etc. I am thinking great!… all is going well.. Later that evening after the boxing event we returned to the hotel at nearly 10:00. Go to the front desk, and they give us the keys, tell us everything was taken care of. We go to our rooms… no bags. Not at the Conrad or my Crocksford room. To add ultimate insult to injury, the Crockford room, we were sent to us occupied by another family and we walk right into them. ????!!!!! and of course no bags for that room cause well… another family is occupying that room. This is the Crocksford now the ultimate luxury 6 star hotel with the personal manager checking every room.. The Cinrad a 5 star internationally accliamed business hotel chain. To add insult to injury they can’t find our bags. For hours for either room. We have no clothes, none of our toiletries, we are late for our VIP table at Zouk for my 50th birthday and I am the birthday boy. We proceed to the lobby cause they can’t find our bags for over an hour and I am explaining what a terrible inconvenience (to put it very lightly) they have caused us and how embarrassing it was to walk into one of our rooms with another family occuping it. We can’t get dressed for Zouk and after an hour they still can’t find our bags. All I get told is that Zouk in unaffiliated with the hotel???!!… Well no duh, I knkw that, I never complained about the club, I complained that tooms that were supposed to be rrady 8 hours before were still not ready and we got sent to one of my rooms which was occupied by another family, they had lost our bags and that as a result they were directly responsible for runing my 50th birthday after telling me i person a dozen times and sending me a hotel text that everytjing was ready with both rooms 8 hours before we arrived at 10pm in the evening and they did that to a Diamond member on his 50th birthday after numerous promises to take care of just the very basics of hotel management. Fact 4 I have had 4000 hotel stays in 3 different major chains and I have only been sent to the wrong room that was occuped by another family only once during that time. Even then it wasnt after being given 8 hours longer than the regular check in time for customers of any status and certainly mot after being told in person and by official hotel text that my rooms were ready. Not only were the tooms not ready at 11pm, they lost our bags for both rooms for hours and sent us to one of our rooms which was occupied by another family. It is teally not possible to screw up worse than this. Inconceivable really. Even if one tried really hard to do this it would be crazy difficult to mess up this badly. How is this possible. Please get your service, workflows, training for your staff revamped and redone. It is absolutely shameful. We got to our table an hour late, without the ability to refresh and put on appropriate clothes etc, cause even when we left at 11:45 they still had not found our bags. The GM at Zouk was gracious to walk out personally to take us to our table and I apologized to all my friends who had setup my birthday party and had to wait. Horrible, Horrible, Horrible Read less