Delano Beach Club

Today I checked in. I requested high floors with a strip view. April the front desk staff advised me that they can honor high floors but no strip view but only a pool view. Why would I want to look at a pool in November in Vegas. Then I request to speak to a manager and the manager only option is offer a lessor room with strip view or pay additional for penthouse suite. So never did she tell me I would pay less for a lessor room but was quick to say I would pay $175 additional per night. Crazy I tell you. This is my 2nd mishap with the Delano and after this I don’t think I’ll pick this resort again. Vegas has way more to offer and everyone speaks to you as if it’s not their problem. I’m over it. 11-7-2020

We went today at Delano's Pool. A private Pool for guests of Delano Hotel 5*. It is a SHAME. We choice this hotel to get something different than Mandalay Bay. But we were disappointed. Worst 5* experience of our life. Delano representative are lying in TripAdvisor. There are no complementary "umbrella", there are 75$ !!! For a 5* it is not very great. All chairs with umbrella were reserved and 'not' used. And, we haven't feel that we were welcome by Staff. So ... Delano ... You really MISS your 5 Stars rating. You just make us feel that your pool is small, boring, and overpriced for, it do not worth 75$ investment for just a stupid umbrella. THE SHADOW IS NOT A BUSINESS FOR 5* IN THE MIDDLE OF A DESERT with WARM ALERT, IT IS A VITAL SERVICE THAT MUST BE INCLUDE ! Shame on you. And so we have paid fees. Keep doing business with cabanas and offer the umbrella. Next year we will not come back, and we return to others 5* hotel.

Room was nice, but service and communication was totally off. We booked a king suite just to get put into a double suite on their live well level. Um we are not disabled or even elderly. My wife called 24 hours just to make sure we would get that king suite since that's what we paid for, especially because our room was supposed to be near our families. Amber I believe was her name said everything was okay on their end. I don't know what happened, (neither does anyone who works here) now we are sitting in our two queen bed suite with just the two of us, with a mirror and shower constructed for someone who is in a wheel chair. When checking in we weren't told we had a different room from what we paid for. We called and all they said was we can pay your resort credits....? What are we doing on the resort? Walking around gambling... paying your checks on the casino floor. The pool is limited access and all the cabanas are reserved which we checked 24 hours before. I understand the covid issues I got that but, that's not an excuse to not care about your guests and give horrible service. I will not stay here again, I also will remind all my friends and family... fyi the women came here for a bachelorette party and they love this place. Well not anymore. Get your stuff together, perhaps some refreshers on service and open your communication up some.

We were forced to pour out our water bottles, I had a small package of crackers in my bag that I was also forced to throw out before entering. A bucket of 6 water bottles was $60, and we were warned not to take the empty bottles to the bathroom and fill them up. The food was ok, $18 for chicken strips and fries, cold pool, loud music.