Conrad By Hilton Las Vegas at Resorts World

Staying at this hotel showed me that it is a 5-star hotel with 2-star service. The room was nice and clean, and the location was convenient—those were the positives.

However, the service and attempted fraud by the staff were major downsides. On the day of our checkout, I was returning from breakfast and noticed that our key cards had been deactivated an hour earlier at 10 AM, even though checkout was at 11 AM. When I went to the reception to ask about this, they told me that since checkout is at 11 AM, they preemptively deactivate key cards after 10 AM. (Even in lower-tier hotels, I have never encountered such a policy. Programming the key card to deactivate at 11 AM is a simple task, so that’s already a service failure.) However, they “did me a favor” by reactivating my card so I could retrieve my luggage. The idea that they were doing me a favor by letting me into my own room, which I had paid for, was laughable. I went to my room, took my baggage, and headed downstairs to check out. Since there was a long queue, I tried to use the self-checkout service, and—surprise—it wasn’t working. (By this point, after the key card issue, I had realized that anything IT-related was not their strong side.) I joined the line, waited, and when my turn came, I checked out. But the hotel had a small “complimentary” gift for me—they STOLE $54 from me. As the staff member Whitney informed me that I was checked out and that the parking receipt would be emailed to me, I checked my email and noticed that instead of being charged $18, I had been charged $72+. When I asked why, she claimed it was for items from the minibar. I told her that I had taken nothing from the minibar. Realizing that the scheme had failed, she said that she would “reverse the extra charges.” This is a clear scam in which guests like you end up paying for minibar items that previous guests used but weren’t charged for in time. I read this scam on Reddit about 1-2 stars hotels. The total value of everything in the minibar is well over $100-150. Why Whitney decided to charge me specifically $54.19, I don’t know. Most likely, it’s a sneaky amount that guests wouldn’t notice.

The hotel is still relatively new, and the outlook from the room to the Las Vegas Strip was very good. The shower is very good too, and the bed is comfortable.

Staff is not very friendly, very short in answer when asked for some questions. The check out was a nightmare, with 100 people in line at the time when I got down, around 11am, waited for half an hour, and finally I asked the staff who was keeping the lines in order (I was not even half way to the counter), and I was told the line was mixed with check-in and check-out at the same line!!! This is ridiculous!! I have been many countries and hotels, this is the first time I heard of this - chaotic! It has no common sense, as the management should direct some staff to just handle check in and some for check out!! A complete mismanagement and failure from the management team!