Came on a fight weekend so it took a long time to check in. Lost my ID and instead of being accommodating and helpful, Allen at the front desk was condescending and rude about it. We asked for an early check in, but they were not able to accommodate. Was supposed to get a call or text at 3PM when the room was ready, but we received neither. I had to call and sit on hold with customer service and finally got through. Our room wasn't ready until 3:30PM, 30 mins after check-in time. The guy on the phone said that there was a request on our account for a certain floor (there wasn't), so this delayed our check in further. Tried to get a virtual room key through the MGM app, but that didn't work. And to top it all off, our good friend Allen gave us the furthest possible room from the elevator. There was a ton of HAIR in the bathtub when we got to our room. Yuck. After waiting for a half hour, the concierge was not able to help us get a reservation at any of the restaurants on the property.
Would've given one star, but at check out, April was very nice and waved the resort fee and gave us a $75 credit. Love this hotel and have stayed here many times over the years, but the service and experience was not what we have had here in the past. Should probably have Allen at the front desk attend a customer service training course or put him on toilet cleaning duty, his attitude seems more suited for that.