W Las Vegas

Disappointing Experience at the W Hotel I had higher expectations for the W Hotel, but several aspects of my stay were frustrating and disappointing. First, it felt incredibly inconsiderate that the in-room fridge was completely stocked with overpriced alcohol and water, leaving no space to store anything of my own. It's clearly designed to push sales rather than offer convenience to guests. The hallways constantly smelled like cigarette smoke or marijuana. The smell was overwhelming at times and gave me headaches on at least three different occasions. For a hotel of this caliber, I expected better air quality and enforcement of non-smoking policies. I also attempted to book a cabana online, but the hotel’s website was down for an extended period. By the time I was finally able to make the reservation, the price had jumped by $50. When we did get the cabana—at $575—I expected at least a semi-private, relaxing experience. Instead, there were people constantly wandering into our area to take photos of the pool, standing right in front of our chairs. The setup was nearly identical to the general pool area in terms of access and space, so I truly don’t understand what the extra charge was for besides a towel and a nameplate. To top it all off, the in-room hairdryer actually burned my hair, which caused damage and made me late for dinner while trying to fix the mess. For the premium price point and branding, the W Hotel should offer a far more polished and guest-focused experience. Unfortunately, this stay left me disappointed and unlikely to return.

Disorganized service and billing overshadowed a promising stay. We recently stayed at W Las Vegas and unfortunately had a frustrating experience. We booked two rooms under one reservation. The online check-in was buggy and time-consuming (spent ~1.5 hrs online and on the phone with staff) and ultimately failed. I still had to check in at the front desk. At the hotel, check-in took another ~30 minutes due to a long line - precisely what I was trying to avoid with online check-in. The staff member was polite and explained that the hotel could only apply $400 in incidental holds, splitting it as $300 on one room and $100 on the other. About an hour after check-in, we noticed a new $200 charge on one of our credit cards. Confused, we returned to the front desk and waited in line for another ~30 minutes to find out that the hotel had added an additional incidental hold on the second room. We were told earlier that $400 was the maximum hold for the two rooms, but apparently they can charge $300 per room. We were assured these were only holds and would be released at checkout if no additional charges were incurred. Our rooms weren’t ready, so we were told we’d receive a text message when they became available. Once notified, we went to the key pickup station, but the QR code scanning process failed multiple times. We had to wait again in line for staff assistance—another ~30 minutes lost - before someone was able to manually issue our room keys. Unexpected credit card holds kept showing up - the unexplained $200 mentioned above and later a $107 charge, without any text, email or other notification. We had to go back to the front desk multiple times just to understand what was happening. In total, we spent approximately 3.5 hours dealing with check-in, checkout, and credit card issues. Staff acknowledged the issues but never apologized or showed empathy, which was disappointing. The rooms were nice, but the poor tech experience, long wait times, and confusing billing ruined our ability to relax. Based on this experience, I wouldn’t recommend this hotel for a Vegas trip.

I am returning from our family vacation and wanted to share our experiences. First, let me share that this was one of our favorite places to stay when it was Delano (it is now The W). We had always receive amazing service, and the place always seemed beautiful, clean and upscale, which is why we kept coming back. This is not what The W is. Our stay was from 7/26-7/28. Our room was on the 23rd floor. As soon as the elevator doors opened, there was a foul smell all throughout the halls and in the room. Apparently, there was a flooding on that floor. They had a big fan out in the hall attempting to dry the wet carpet. The smell was so unpleasant, we were getting nauseous. I expressed my concerns to desk services and they apologized for the smell and said “let me see what I can do about the smell”, instead of attempting to relocate us to a floor without the smell. I had to request to be moved and the response was “let me ask my manager and get back to you”. 2 hours passed and no one reached back out, so I had to call front desk again and after I requested (again) to be moved, they approved it. My family had gone to the pool, while I transferred everything to the new room. Once I got our stuff settled in, I started changing in the bathroom to join them at the pool. Suddenly, I hear a knock at the door. I quickly try to put my clothes on and walk towards the door (simultaneously), when without warning a man is already walking into my room, while I’m in a bra!! I didn’t let him in, I didn’t open the door for him, he let him self in while I was changing!!!! That is unacceptable. I was frightened and felt violated, especially because I was alone! Once he saw me, he said he was the handy man and needed to change 2 light bulbs that were out in the restroom. He could have waited for me to actually come to the door, that was way too fast to even give someone time to get to the door. At check out receptionist was not friendly/welcoming, but rather rude instead. There’s hidden fees for everything now. Like I mentioned above, Delano was one of our preferred resorts because of the amazing experiences we have had in the past. Unfortunately, now that it’s The W, it fell short from that. Everything from the horrendous foul smell throughout the whole floor (and room), being dismissed when I was clearly told they would call me back, then having to reach out again, to being violated and frightened in my own room by a staff member. I emailed them a few days ago and as I expected, no one has replied or reached out. So disappointing that they couldn’t keep The W up to Delano standards. I see now, that ever since they became The W, they have so many terrible reviews.