Virgin Hotels Las Vegas - Curio Collection by Hilton

WORST hotel experience of my life. DO NOT stay here. Hideous decor., rude staff. I’m a Vegas local & went to this hotel for relaxing “staycation” . Upon entering the my room , the decor was bizarre & ugly with white mushroom shaped furniture (?) . The lighting was blindingly bright. This lighting in the room was controlled by a complicated set of dimmer switches that did not “dim”! There were two options, blindingly bright- enough to perform surgery or pitch black dark no in between . I attempted to just turn all the lighting off and use the ambient light of the TV to illuminate the room, but the remote did not work. The tv remote is rechargeable and was not charged. There was a charging disk on the bed side table, but housekeeping had not bothered to place the remote on the charger prior to arrival. I called the front desk to request help with the tv. They sent an engineer that was extremely rude. I requested a working tv remote, but was informed since I booked through a third -party there was nothing they could do. At that point, I physically walked down to the front desk to request assistance and was told there was nothing they can do about any of this. I left the hotel and went to the Westgate. Westgate staff was was lovely & I recommend going there! Read less

We were really looking forward to this but we were left a bit short. First the positives - the parking is free and spacious. There's not much of a walk from the hotel lift to the pool. The location is pretty convenient. We drove and parked on the strip instead of walking as we felt it was a little too far to walk. The room is nicely decorated and quite big. Now - the negatives. We arrived to the room and whilst we were asked if we wanted to upgrade - I was informed that all rooms had fridges so we didn't bother. We got to the room and there's a mini bar fridge and literally loaded so much there's no space so cannot be used. Then theres a snack tray with chargeable items just on the side near the phone. We've got a 4yr old so my husband asks if they can remove it. They want $40 to remove it. The only other thing they suggest is for us to move all the contents into the safe and then put them back on checkout and we won't be charged for them. Just doesn't seem very common sense like! Went down to use the pool and it was closed. It should open at 9am and it's 9.45am and we get told that the photoshoot hasn't finished and should be finished by 10am. 10am comes and we get told they are still not done. We go to reception where we get told there is nothing going on so are made out to be liars. There is also a group of workers doing drilling and again we get told nothing is scheduled. The pool finally opens at almost 10.30am. Again, if they are doing a photoshoot and it's going to overrun then why not open another pool so hotel guests aren't inconvenienced?! We go for a swim and then on the way through the sand to the path - I've ended up standing in animal poop and have it all over my foot. The smell was so bad! I speak to the manager and ask for a first aid kit as I've got a cut and concerned that it might have gone in it. I get informed they do not have a first aid kit at the pool and he has to source some wipes and plasters. Now this is crazy! I was basically left to sort myself out. No real concern - I just get told to have a nice rest of the day. We ask for antibacterial wipes and get told they'll bring them to the room - this happens about an hour to an hour and a half later. Reply poor customer service! In this time whilst we've been at the pool - we have been waiting for cleaning and have the sign on our door. Between 10am-9pm - no housekeeping has occurred so our room was never cleaned over the 3 days we were there. The hotel did remove our resort fee though. We will never stay here again, the customer service is not good enough. Would rather stay on Fremont instead! Read less

My husband and I stayed at this hotel for three nights in April 2024. There were some hits and some misses; the 4-star rating is primarily due to excellent customer service. If I could, I’d give 5 stars for customer service and 3.5 for everything else. We arrived several hours before check-in but were able to go to our room right away. We had reserved a Chamber King, which is what we got. The room was clean and stocked. The lighting is a bit odd. It felt like someone tried too hard to be clever. For example, the two small “stick” lights in the headboard only stick straight out when opened rather than down at the book or whatever you may be trying to read while sitting in bed. The toilet made a very loud noise when flushing – it sounded like something wasn’t working correctly. There was a small sectional sofa in the room that butted up against the side of the bed near the headboard, leaving no room for a nightstand. I pulled over one of the stools to use instead as the top was stable enough to hold a beverage which helped, although it was a bit of a stretch to reach it. This could be easily fixed by taking off the small side of the sectional and replacing it with a nightstand. There was a circular, flat phone charger on the nightstand on the other side of the bed, but it did not work. There is no refrigerator, microwave, or coffee pot in the rooms (maybe the suites have them). I called the front desk and asked if we could get a fridge and microwave, even if we had to pay extra, but they do not offer them. Luckily, they had an ice bucket which I kept full to keep a few of our drinks cold. As mentioned, the service was very good. We requested extra towels and they arrived within five minutes. Our room was cleaned daily by lunchtime – very convenient as we could relax when we got back to our room without wondering when housecleaning would arrive. One small hiccup was when I called the front desk to find out when Dunkin’ Donuts on the casino floor would open as I’m an early riser. They told me it was 4:30am, but when I went down at 4:35am it was still closed – it opens at 5:00am as of this writing. We didn’t eat any meals at the hotel’s restaurants, which are fairly pricey. We did have chips and salsa at Casa Calavera and those were very good (chips are simple, but like French fries, it’s not always easy to find good ones!). The prices at the sundries shop are very high. I’d expect them to be higher than a regular store for the convenience, but it seemed ridiculous to me. For example, a bottle of wine that costs $7.99 at CVS was $34.99 here. My recommendation is to walk or drive the block to CVS and get all your snacks and drinks there. The main negative was with the computer area at the business office, which is open 24/7. I had been counting on that service as we were there house-hunting, and I wanted to be able to do research and print maps and information. However, when I went there, software on two of the computers said they were unable to be used at that time (the third computer was not hooked up) and to notify the hotel, which I did. They said they would notify their tech team, which would arrive later that morning. I had seen a phone number on the computer to call for tech service, so I thought while I was waiting for Dunkin’ to open (this was about 4:45am) I’d call and see if I could get it fixed remotely. The person I reached said the computers weren’t in service as the hotel had neglected to pay the bill for the software. I understand computer glitches, sometimes things just happen, but to not be able to use a service I’d counted on when I booked the room just because the hotel was behind on their bill was very frustrating. Later that morning as we were leaving the hotel, I asked to speak to the manager. This ended up being the highlight of our stay, as manager Brent Cyhan handled the whole issue exactly as you’d want a manager to do. He patiently and with sincere concern listened to my complaint about the computers’ lack of availability and said he would investigate it promptly. I had mentioned, as an aside, that I had been waiting for Dunkin’ to open when I was dealing with the computers, and he remembered that and spoke with employees regarding giving out factual information regarding hours of operation. The very next morning I was able to access the computers (the printer was out of paper and ink, but that was a minor concern). Later my husband and I thanked Brent for his quick response. He mentioned that it wasn’t actually the hotel not paying a bill, but that there had been a problem with the software company being able to get access to start the service. Regardless, the computer ended up working for me and I was happy. Brent also comped our resort fees as compensation for my frustration and lack of a service for which we had paid. Virgin Hotels is lucky to have Brent Cyhan representing them. He deserves a promotion and raise. I can recommend this Virgin Hotel for cleanliness and excellent service; however, if you like to have a fridge, microwave, and coffee pot in your room, you’d need to stay somewhere else. Read less

My friend went to a condo presentation and was able to get a room on top 18th floor with amazing view. Bed was comfortable, room clean. Couldn't figure out how to change the water from shower head to the rain shower overhead but the temperature and water pressure was good. There was quite a lot of walking inside the hotel. I recommend comfortable footwear. The complimentary yoga class on weekend mornings is located in The Spa off the casino floor. Alexis is a wonderful instructor. I signed up on the spa website. Read less

This was the most reasonably priced that I could find in Las Vegas. It is about seven or eight minutes away from the strip by car. You can walk to some other restaurants but one to 2 km away but your counter a lot of homeless people on the way. When you walk into the lobby and all you see is the slot machines it’s quite disconcerting. Even worse is the long queue to check in. Don’t think I’ve ever seen a hotel with such a long check-in queue it’s quite unnerving. Having said that the hotel has a nice set up with around six restaurants to choose from. So if you’re super tired you can always eat at these. There is also a convenience store at Dunkin’ Donuts within the hotel. The staff are probably the worst that I’ve ever encountered at any hotel. The bellhops or valet guys are super aggressive and if you don’t give them a tip you will be in for a rough ride the rest of your day. I think the hotel overall has a staff issue as on the one day there was an actual picket line and strike action happening directly outside the entrance to the hotel. Something about the hotel not wanting to give the staff permanent contracts. I guess welcome to America. In my opinion the hotel should install some self-service check-in devices in order to relieve the wait time in the reception area. The actual room that we stayed in was a two or three minute walk from the main reception area. But once one got there the rooms are super comfortable, have a lounge area and great bathroom and bed. One crazy thing is that you’re not allowed to use the fridge in the room. It is an automated fridge that as soon as you take any item out of the fridge it will automatically bill the room for that item. I asked for a fridge that I could stole some special food in and they would not allow it. I would recommend getting a room that’s high up as you can have quite a good view of Las Vegas. Is excellent new machines and they have a free yoga class on a Saturday and Sunday. I would stay here again but hope the staff situation is sorted out. Read less