We've just returned from a 10 day stay at The Signature at MGM and it's been an amazing experience. A lot of things happened during our stay there, and not all good, but the way in which they resolved all problems was excellent and beyond all expectations.
Firstly after travelling 24 hours from Australia with barely any sleep we arrived at the clean and modern Tower 1 and check in was easy, professional and fast. Great first impression. We organised 2 rooms and the friendly bell boy took us all to the one room on the 30th floor which was lovely. We then went to our room on the 31st floor and it was unmade and full of crap from the previous guest. Not a great first impression. We rang them immediately and they assured us the room would be cleaned straight away. After waiting an hour in our friends room, we finally went down stairs and spoke to a manager. We discussed the fact that we had read reviews on Trip Advisor and although everyone acknowledged the fact that it's a beautiful hotel, there is definitely a real problem with housekeeping. We had decided to give the hotel a chance even after reading about the housekeeping issues and were very unimpressed and exhausted, and just wanted to go to sleep.
He apologised profusely and did state that he was aware of the reviews, and promised me that they were working on improving the housekeeping issues. We were then upgraded to a 1 bedroom suite on the 26th floor which was absolutely stunning. There was a full black marble kitchen with modern large fridge, dishwasher, stove, oven, insinkerator and all kitchenware. There was a huge loungeroom with flat screen TV and a guest bathroom. Then a separate large bedroom which had a stunning corner view of the strip. There was a built in flat screen TV in the desk which came up over the desk with the switch of a button. The bathroom was magnificent with separate his and hers counters with full amenities. The separate toilet was a nice touch. The shower was excellent (instant hot water) and the huge jacuzzi bathtub was a treat. There's also a 3rd TV in the bathroom, should you miss it that much.
Even though we were very appreciative of the upgrade and we felt very lucky indeed, sadly we noticed a lot of fingerprints on all the bathroom doors, the tap to the bath was broken off and sitting next to the other tap. My husband picked up a towel in the guest bathroom to dry his hands and it was in fact dirty from previous guests and put back on the towel rail. (Yucky). There was hair in the shower and finger prints on the lamp next to the bed. We did complain downstairs and the manager sent up the housekeeping manager to inspect the room and they did fix everything completely. The next day my husband brought me a cup of tea in bed and I spilt a drop of milk on the bedside table. I noticed that in the entire 10 days we were there the milk was never wiped up!!
In summary it's a gorgeous hotel, not too far away from all the action, but far enough from the noise and the smoke. The staff are very friendly and attentive. It's just such a shame that the housekeeping staff just don't care. None of the staff that I came across in our room, or in the hallway could understand any English, and they seemed to be very disinterested. Simple training and supervision should ensure that these basic mistakes and lack of thoroughness could be avoided. Surely there must be a simple communication between housekeeping and the front desk that would only release rooms after they're made up?? For new staff ,a housekeeping supervisor should inspect all rooms when they're done until that cleaner is deemed well trained enough.
This one flaw in such a beautiful hotel could really damage their business.
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