Maxan Jazz

I was looking forward to my stay at Virgin Hotels Las Vegas. Unfortunately, before my trip, I experienced the unexpected loss of a grandparent, making it impossible for me to travel as planned. I reached out to the hotel in hopes that they would consider allowing me to modify or cancel my reservation due to these unforeseen circumstances. While I understand that businesses have policies, I was disappointed that there was no flexibility or consideration given the situation. During times of loss, a small act of compassion can make a significant difference. As a healthcare manager, I understand the importance of policies and procedures. However, I also know that exceptional customer service requires balancing those policies with empathy and understanding. In healthcare, we recognize that every situation is unique, and treating people with compassion often leaves a lasting impression. I had hoped for that same level of understanding from Virgin Hotels, but unfortunately, that was not my experience. This review is not intended to criticize the existence of policies but to encourage a more compassionate approach when guests face genuine family emergencies. Compassion and flexibility go a long way in building trust and loyalty. Sadly, this experience has left me disappointed, and I will carefully consider other accommodations for future visits to Las Vegas.

We were put in the oldest tower. Several of the elevators didn’t work and we ended up getting stuck in one with 12 other people for a few minutes. When it let us out after pushing the emergency button we had to walk the remaining 5 flights. I complained and the hotel only refunded half of the resort fee. The property needs some serious updating.