Challenges in Customer Service - Today - The Mirage Las Vegas

After a delayed flight back from the East Coast to Las Vegas, I made it to the Mirage shortly after midnight, and was still in a good mood - tweeting that only in Las Vegas you have a line checking into a hotel after midnight...

But then the challenges started to pop up fast and furiously:

• Despite having a non smoking room reserved the receptionist told me that they had only smoking rooms left. Not a good start.    
   
• In my hope that my MLife loyalty would change something - I wanted to provide my loyalty card number, only to note that I didn't have it. But I knew from other MGM properties that the receptionist can look that number up with the address. Not so my receptionist - she said it's not possible.... But I pressed and she then 'found a way' to do it, excusing herself for a 'brain fart' (her words!).
  
  [Epilogue - she gave me a number - but it wasn't mine as I discovered back home...]
   
• So I make myself to the room - enter, can't find the light switch, but can see the bathroom, find the 'standard' setup of the light switch and ... there are toiletries on the sink. As I make my discover a female voice says faintly 'Hello?' - to which I retreat with profuse apologies that this was my room according to the front desk and my key opened the door... I doubled check once outside again - and yes it was my room.

• So off to the service phone on the floor (22nd) only to find out - that it doesn't .... work.
   
• Next down and to the service telephone at the bottom of the elevator...
   
• Receptionist asks me to come back to reception, which I politely decline with my luggage and given it's almost half a mile and its quarter to 1 AM. So he says he will re-program my key and give me a new room over the phone. Incredously I ask if that worked, as I never have seen that working - but he reassures me this will work.
   
• Back to 22nd floor and of course... it does not work.
   
• Back down (service phone broken) and guess I sounded irritated - as the switchboard offers to connect me with the hotel manager... I though the cavalry is here.
   
• The hotel manager can't offer an apology but says he will send someone with the key. 15 miniutes later as I am picking up the phone again - a young gentleman shows up and gives me the new keys... promises to call me if I make it in the room (...).
   
• I make it to the room and find new - never seen equipment - an air purifier.

• Needless to say I never get a call in the room - and being 1:10 and having a 5 AM start I resort in my fate... needless to say the most smoke stinking room I ever was in. Luckily I was able to open the window, but let me tell you that the slightest move in the bed of a smoking room unleashes plenty of smoke.
   
• The next day - on a conference call I took from my (smoking) room - the house cleaning maid walks in on me - no knocking whatsoever. Before your phantasies go wild - I was decently dressed.
   
• Around 2 PM - I was supposed to get my new room assigned by noon - I call myself the hotel manager. The reply is 'oh yeah - let me send someone'.
   
• And yes - 10 minutes later another young gentleman shows up and gives me the new room keys.
   
• I was glad to be in my new non smoking room. 2 more house cleaning walk ins - I know use the deadbolt. And they left me a present:

• Also it looks like taking away trash guests need to leave lying around - as there was no dust bin - does not get picked up either. Or hotel dishes: 

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• Generally it looks like the Mirage Las Vegas is falling apart - just two pictures from my bath room door. Door handle not secured by screws and broken off wood at the door.

 

Throughout my 3 day and 3 night stay - where I documented all of the above on Twitter, no one of the Mirage bothered to reach out to me. It was like all of this did not happen...