Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
11092 reviews
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Mar 29, 2025Not really a W, more like an X
This hotel is not a typical W, and one to skip for now. It was recently rebranded from Delano, so maybe transition? Firstly - NO Bonvoy credit, only MGM points. This had a bait and switch feel. Second, everything has a charge, even $16 for a paper cup and coffee pod in your room. Third, the W pool was rarely open. Fourth, not even robes are provided…and after two requests we were handed two robes in a ball - not even folded. More Motel 6 than the W experience. I have stayed here before under the prior branding, and so far a huge step back.
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Mar 28, 2025W Hotel branding but not same quality
I'm a longtime W/Marriott customer and i have stayed the prior versions of this hotel tower when it was the Delano and The Hotel. The hotel has cut services and staffing. Zero changes in the rooms, with no good bathroom amenities which W Hotels has. More importantly there is no breakfast/lunch restaurant in the hotel just an empty space where they used to have a restaurant. Customer service/Whatever-Whenever is understaffed. The hotel is not W tier luxury level services. Beware if you have to get a package, you can't get it to your room. instead you have to go over to Mandalay Bay Convention center to pick it up from their Fedex, which is very far and time consuming. NOT W hotel type service. MGM just brands it as W, but without any of the customer service support you expect.
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Mar 28, 2025Room good but noisy and no restaurant for breakfast with service.
The hotel is huge. We picked up a room and it was facing the avenue, the acoustics are not good pq listened truck, early morning ambulance even being on the 25th floor. The room is good! There is a restaraunte in the hotel that has a good breakfast as every good hotel has! This has a small coffee shop on the ground floor with no waitress service. You Buy and eat right there.
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Mar 26, 2025
Total Fail
Upon arrival, I encountered a significant issue with package pickup. I was given four different stories by four different staff members, leading to unnecessary and frustrating treks across the hotel trying to locate a work package. This left me wandering for days and set the tone for my stay. Throughout my visit, my key card inexplicably expired three times, compelling me to return to the front desk after long days attending a conference and expo. The staff's response to this inconvenience was disappointing; they lacked empathy and even compared my exhaustion from unnecessary walking to their daily jobs. This comparison was inappropriate, considering I was a paying guest seeking relaxation, not someone being compensated for my time there. The rooms themselves were another letdown, appearing both dirty and outdated. Room service left much to be desired, with food that was barely edible and delivered at an unacceptably slow pace. This only added to the dissatisfaction. I could elaborate further on the numerous issues I encountered, but the bottom line is clear: the W Las Vegas needs significant improvements. If anyone from corporate is reading this review, I urge you to address these problems promptly and seriously. I sincerely hope that future guests have a far better experience than I did.
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Mar 26, 2025Devin saves the day
I have marriott titanium elite status and I rely heavily on status reviews for hotel selection, so I try to leave reviews for others if similar status who do the same. Marriott took over quite a few hotels in LV. I didn’t find fantastic reviews for any hotels with good titanium service (yet, hopefully this will change), so I gambled and chose the W, due to the suite configuration. Due to weather, our flight was delayed several hours, leaving us to arrive around 130a, completely exhausted. There was a couple in front of us checking in, which took quite a while. Upon leaving, the lady and the front desk gave them an armful of water bottles, at least 8. When I got to the counter, I asked if there were any upgrades. She said I had to pay for all upgrades. I then told her I was titanium elite (it’s on the reservation, she just didn’t look). She replied that the only upgrade marriott guests were allowed to have was some kind of Well Stay, which she followed by saying these were all sold out. I then asked if we could just have a room with a view of the strip and she said no, we had to pay for this. Already exhausted but now also frustrated, I then asked if we could just have some waters (since I saw her give an armful of waters to the previous guests). She gave me two small bottles. Really? She just loaded up the previous guests with 8 bottles. I was so tired that I didn’t have the energy to argue with her. I took my two mini waters and left. We finally got to our room at 2a. Six hours later, my son and I were Blasted awake with loud music from the room next door. Awake and exhausted, I tried to call room service but was on hold over 30 minutes! I called the front desk and no one answered, either. I read online that titanium guests got $30/day food and beverage credit (the lady at the front desk did not say anything) so my son and I went down to their little market and got some cereal and milk. The music was still blaring two hours later so I finally called down and asked for a manager to unleash my frustration on. Devin was the manager and listened to my list of woes. He really saved our stay. He found a room with a view of the strip and moved us immediately to it. It was nice room on a high floor (yes, she could have just given this to us 9 hours before) and so quiet that my son and I both promptly passed out. Devin later called to check on us before he left for the day to make sure we were ok, which I thought was so very nice of him. After a very rocky start, he turned our stay around and we ended up having a great (and finally restful) time at the W. I loved the suites, I loved how the lobby wasn’t smoke filled, and the second room we were given (which should have been the first room) was very quiet. All in all, because they responded to my concerns, the suite configuration, smokeless lobby, and the $30/day food and beverage credit for marriott titanium elites (although warning- they don’t apply to that market, just restaurants and that coffee bar), I would recommend giving the W a try if you are a titanium member. I took off a star because they charge $25 dollars for a bottle of water in the room!! They charge for room coffee! Don’t do that. It just makes patrons mad. Charge $5 for water and still make over 100% profit, give free coffee like almost every hotel out there, honor the $30 f&b credit at the market and don’t nickel and dime us, upgrade titanium’s when you can (that room was available 9 hours before) and you’ll have happier customers and more titanium elite patrons entering through your doors. Thank you Devin for showing us that great customer service does exist at the W. Because of him I’ll come back to give the W another try.