Reviews

Review Details

• Review fromMiguel G

  Date: 08/23/2024

  1 star

  Miguel G

  Date: 08/23/2024

  Colleagues from my company and I stayed and were kicked out of the hotel due to some new invasive policies in which they reserved the right to search rooms at any time, DND tag or not. The hotel did NOT disclose this information at reservation, check-in, or through a note inside the room.
  The searches took everyone by surprise. I asked questions to make sure the security guys were who they said they were, but they were impatient, arrogant, and demanded to open the door or else would evict us, call the police and charge us with trespassing. All we wanted was to call our manager and front desk for confirmation, but it didn't take very long before two armed guards showed up in front of the door.
  As soon as I opened the door, they barged in, demanded to surrender our IDs, took pictures of us and our belongings without our consent, *shouted* out loud the hotel's policy, and escorted us off the property.
  The same scene could be observed for other guests on the same hallway. When I asked why, they said this was because they had a list that said we were attending the Def Con 32 conference, and we had to comply with daily search policies to guarantee the safety of other guests and the property. I couldn't believe how RUDE and IGNORANT this was. Def Con is a Cybersecurity Convention where professionals and afficionados exchange system vulnerability discoveries so others can make information systems safer for everyone.
  Hilton at Resorts World may have the right to perform searches, but targeting Cybersecurity professionals over harmless electronic devices is not only discriminatory, but also ignorant and unnecessary. If the hotel trains their security personnel to behave like savages, I wonder where else they are missing the point and abusing people's trust.
  I filed a complaint to their "Guest Relations Specialist", and up to this day, not a single word. Hence, I highly recommend you stay away from Hilton, especially the one at Resorts World in Las Vegas.

  Resorts World Las Vegas

  Date: 08/26/2024

  Dear Mr. ******, Thank you for your reaching out to Resorts World Las Vegas. We truly value your patronage as a guest, and we do know that you have other options to stay on the Las Vegas Strip. We are truly saddened to hear about your recent stay at our resort regarding the security checks of our guestrooms during the Defcon convention. Our highest priority with our guests is safety. On Monday August 5th all guests were made aware of these checks that would be going on with displayed marquees throughout the resort as well as a letter presented in the room. These room checks were meant to be in the most hospitable manner and to not evade any privacy. Again we do apologize for this unfortunate experience however due to the environment in which we live in were Ransome ware attacks are subject to happen it was our responsibility to our guests to ensure their safety. Should you have any questions please contact us at [email protected]

• Review fromArmando M

  Date: 02/23/2024

  1 star
  I had booked an event at Zouk nightclub which is owned and managed by Resorts World. One security employee had a problem with my guest, we were not allowed to enter the venue or event. I reached out to **** which is listed as point of contact for any concerns. I requested a refund for the event we were not allowed to attend on behalf of unprofessional Secuirty personnel. They went almost 3 weeks to say Resort World did not approve the refund. This establishment and company are thief’s. I will have my attorney reach out legally. I thought it was a crime to take someone’s money without providing any product idle services. Which I didn’t attend the event due to their staff. Worst company and casino ever!

• Review fromMARIA B

  Date: 12/11/2023

  1 star

  MARIA B

  Date: 12/11/2023

  Hello, I was there on 12/02/2023 thru 12/05/2023 and I had the worst experience with the check-in process. I am a Hilton member and had the app on my phone but I had to present my cc and id at the counter. Doing so I waited 40 minutes in line and then when my room was not ready, they moved me rooms when the desk clerk did that, she charged me for the rooms, I then stated that I had pre booked with complimentary comp rooms and I should only be charged the deposit. It went from $1,100.00 at the desk to $722.00 to$ 288.00. I went back and reviewed my past receipts from 4 stays. My rewards number is Genting rewards ending ****, my hilton honors rewards number is ending ****.
  I am so upset because I spend a lot of money at the casino to be exact my 2023 win /loss statement just this year is over 26k just there at your resort.
  I would like you to credit my account ending **** ********** in the amount of $288.23 + 351.43 = $638.66. No One responds to emails or calls so now I am posting on reviews for resorts world. I want my $ back! Completely feel humilated at check in and ripped off.

  Resorts World Las Vegas

  Date: 12/12/2023

  Thank you for sharing your experience and expressing your concerns. In review of your complimentary visits with us, the guest is responsible for the nightly resort fee's as well as any charges posted to the room. The amounts in question are associated with these costs that you are responsible for. We apologize that your experience was not to your satisfaction and a member of our team will be emailing you directly with detailed folios so you may review them with us. Thank you again for bringing this experience to our attention and we hope we may welcome you again in the future.

• Review fromCasey H

  Date: 11/22/2023

  1 star

  Casey H

  Date: 11/22/2023

  Our whole check in process was incredibly stressful. For such an expensive resort, I expect a smoother process. Got a parking ticket trying to check in. But we can't park until you sign up for gents rewards. We also spend over half an hour checking in and got told we have resort fees on top of our already paid for stay. Which is fine if we were able to enjoy them. There is only one pool open and you have to share it with screaming kids playing and people swimming laps. If I wanted to swim with children I would go to a rec center. The one pool open also loses sun first in the day. Very unimpressed. Unfortunately have 8 more days here.

  Resorts World Las Vegas

  Date: 11/29/2023

  Dear Casey ******,
  I appreciate you taking the time to share your experience with us, and I am truly sorry to hear about the difficulties you faced during your check-in process. We strive to provide a seamless experience for all our guests, and we regret that we did not meet your expectations on this occasion.
  I would like to clarify our parking policy for future reference. Please note that you are not required to sign up for Genting Rewards prior to parking. You have the option to take a ticket upon entry, park, sign up for Genting Rewards inside, and then exit without any parking charge. We apologize for any misunderstanding and we will make sure to communicate this more clearly in the future.
  Regarding the resort fees, I want to assure you that these charges are disclosed to all guests prior to booking the reservation. The timing and method of disclosure may vary depending on the booking platform, but we try our best to ensure all guests are aware of these fees before confirming their booking. We regret any confusion or inconvenience this may have caused you.
  We're sorry to hear that you were not able to enjoy the pool as much as you'd hoped. The pool area does indeed accommodate all our guests, including children. However, we understand that this might not provide the tranquil experience you were seeking. We appreciate your feedback and will consider it as we continuously work to improve our guest experience.
  Lastly, I want to assure you that we are dedicated to making the rest of your stay as comfortable and enjoyable as possible. If there's anything we can do to enhance your experience, please do not hesitate to contact the front desk, we are here to assist you.
  Thank you again for sharing your feedback. We value your insights as they help us improve our services and ensure a better experience for all our guests.
  Best regards,
  Guest Relations

• Review fromNatasha T

  Date: 07/30/2023

  1 star

  Natasha T

  Date: 07/30/2023

  A Vegas local here who has attended several day clubs. AYU Day Club at Resorts World has unfortunate unwritten policies. Saturday July 29th, 2023 was a scorching hot day, a blistering 112 degrees outside, the concrete surrounding the pool felt like an inferno. The staff insisted on enforcing a “no shoes” near the pool rule. This rule is NOWHERE to be listed publicly and no prior disclosure at the security check/bag search line. Once in the pool, security advised the entire pool of people, that it looks “messy” you all need a locker for your shoes. Me: “OK, but the ground is 140 degrees so I need to walk barefoot back and forth from the locker every time I need to get drinks, use the bathroom, the concrete is no walkable barefoot?”, AYU: “If you don’t utilize a locker we’re collecting all the shoes and they will be in a bucket at lost and found unattended”.
  This policy is potentially hazardous. Walking barefoot on the scalding concrete posed a risk of burns. After watching staff collecting shoes of unsuspecting pool-goers, we decided to leave rather than having our shoes taken or receiving 3rd degree burns on our feet. Other pool clubs have warning signage advising to wear shoes due to the temperature of the concrete. Excuse me, but it's common sense to allow patrons to wear flip-flops when the ground is practically melting!
  Secondly, upon arrival, we were handed towels. However, once in the pool we were informed that we had to surrender the towels that THEY GAVE US again because the pool area will be "messy." We were left with a choice to either endure being towel-less and shoeless or spend extra money to rent lockers, daybeds, cabana’s etc. What a way to squeeze more cash out of customers!
  For the record, I am OK with any rule, as long as they are pre-disclosed. Clear communication goes a long way in fostering a sense of trust and respect between businesses and their customers.

  Resorts World Las Vegas

  Date: 08/04/2023

   

  
  

  Dear Natasha Theigs,

  
  

  Thank you for allowing us to host you during your recent visit to Las Vegas. 
  
  
  
  We appreciate you taking the time to share your experience about your recent stay at our hotel. We are sincerely thankful for your feedback and we're very sorry about your experience at AYU Dayclub. We certainly care about your well-being during your visit. Please rest assured that our Executive Team here at Resorts World Las Vegas is reviewing your comments alongside with the Executive Team at Hilton to ensure they are used to improve our guest's experience.
  
  
  
  We hope that despite your recent experience you will consider staying with us again so we may have the opportunity to welcome you back in the future.

  
  

  Guest Relations

• Review fromPa M

  Date: 12/31/2022

  1 star
  Worst customer experience I’ve ever had. Every employee was saying a different story, no one on the same page and no one was help. Avoid here at all costs

• Review fromKenneth S

  Date: 10/31/2022

  1 star
  F this place. Non working elevators. Did not refund security deposit. I will never stay at Hilton again.