MGM Grand Detroit Guide and Review
This review delves into the experiences at MGM Grand Detroit, a casino-focused establishment, based on recent user feedback. While the prompt identifies its location as Windsor, Canada, the detailed user reviews frequently refer to "MGM Detroit" and make comparisons with other Detroit-based venues like Motor City, suggesting the primary subject of these reviews is indeed the MGM Grand Detroit in Detroit, Michigan, USA. Guests' experiences are notably varied, particularly concerning service, parking, and suitability for different types of visits.
Customer Service: A Recurring Concern 😠
A significant theme emerging from guest reviews is the highly inconsistent and often poor quality of customer service. Many visitors report encountering staff, particularly at the front desk, who are described as "rude," "cold," and exhibiting "a serious attitude problem" with "no regard for customer service."
- One guest attending a work conference was particularly struck by the rudeness of the front desk, contrasting it sharply with the friendly staff at competitor Motor City.
- Another recounted a frustrating experience where misleading information about spa age requirements led to a ruined family getaway. Despite booking an overnight stay and spa services for daughters (14 and 16) after being assured services were for 14 , they were informed upon arrival that the age limit was 18 . The staff's response was described as "very short and cold," offering minimal compensation for the significant disappointment and embarrassment.
- Check-in delays were also a point of contention, with some guests waiting hours past the official check-in time, encountering staff with an indifferent attitude.
Parking and Valet Services: A Logistical Challenge 🚗
Logistics, specifically parking and valet services, present another major area of concern for guests.
- The valet service is frequently described as a "disaster," with the process taking "FOREVER" and long waits for vehicles. This is often unfavorably compared to the efficiency of Motor City's valet.
- For visitors with larger vehicles, such as motor coaches or anything bigger than a jeep, parking is reported to be virtually non-existent. Despite designated "Motor coach" areas, these are often occupied by maintenance vehicles or trash bins, leaving no available spots. Staff suggestions for parking in front of the police station were understandably met with frustration, highlighting a lack of accommodation for groups.
- While one positive review mentions "Complimentary valet parking is available," the practical execution of this service appears to be a significant pain point for many.
Accommodations and Amenities: A Mixed Bag 🏨
The hotel's physical accommodations generally receive more positive feedback, though certain amenities come with notable restrictions.
- Room Quality: Guests have described the rooms as "nice" and "spacious," with "exceptional" accommodations and "restrooms of exceptional quality." Room services are noted for consistently arriving on time, and the area is perceived as having "the highest safety standards."
- Hotel Age: Some reviewers comment that while the hotel was likely "pretty sweet two decades ago," "time has worn the MGM down," suggesting a need for updates.
- Family Friendliness: The MGM Grand Detroit is generally deemed not good for children. The pool has a 14 age restriction, and the casino floor is off-limits. This makes it challenging for families looking for a holistic resort experience.
- Spa Issues: As previously mentioned, the spa's age policy caused significant distress for one family due to misleading information provided prior to booking.
Overall Impression and Recommendations 🤔
The overall impression of MGM Grand Detroit is highly dependent on a visitor's priorities and whether they encounter the reported service and logistical issues. While the accommodations themselves are largely praised for comfort and quality, the recurring themes of poor customer service, significant parking challenges, and misleading information regarding amenities severely detract from the experience for many. It appears to serve its purpose as a casino destination for adults, but those expecting a smooth, hassle-free stay or a family-friendly environment may find it disappointing. Some guests have expressed a strong unwillingness to return or recommend it, particularly after negative service encounters.
Everyone was professional, helpful and so very pleasant. The spa was beautiful and so relaxing. The sauna was great and the pool was a pool. The lounging area was comfy and not crowded. My sister-in-law has asthma and in the casino the smoking area is closed off so she could enjoy herself as well. I would recommend to anyone.
Overall a disappointment for the price point. On the positive side, the room had plenty of space, it was quiet and the mattresses were very comfortable. Everything is a bit dated and not stylish at all.On the negative side, one day our room was not cleaned and supplies not refreshed with no explanation or clear reason.The restaurant (Tap) is bad even by mediocre corporate hotel standards. The $30 breakfast buffet is not only limited but of low quality as well. The coffee was terrible everywhere you can get it in the hotel.The location requires a car to get anywhere.Aesthetically the hotel is pretty ugly and dated throughout.
I was there as part of work conference.The front desk is run by the most rude people I have ever met in my life. Motor City is not as nice a casino but the people who work there are super friendly. This place is full of people will a serious attitude problem and no regard for customer service.Also the valet service between the two does not compare. Motor City the valet staff is the best and you get your car quickly. MGM is a disaster - both the valet and check in process takes FOREVER. The rooms were nice.
Prior to booking spa and room reservations I called mgm front desk, after being unable to reach spa, to verify age requirement for spa. I was assured that spa services were for ages 14 and up. I then booked an overnight stay and several spa services for both of my daughters and I (ages 14 and 16). The spa services were the entire point of this excursion. Upon arrival to the spa I am told that services are for 18 and up. Staff was very cold towards the situation and initially no sort of accommodation was offered. After speaking to three different staff members I was finally offered a 25 dollar food voucher which did not measure up to the disappointment. I would have never booked any of this had I been given the proper information. Spa staff advised that I speak with check in staff about a room accommodation for the inconvenience. We left the spa & headed to the check in desk where the woman there was also very short and cold regarding the situation. Instead of offering any sort of compensation or room accommodation she simply asked if I wanted to cancel my room. I have never been treated so poorly at any hotel stay and to have this happen in front of my daughters was quite embarrassing. After a while of back and forth I was given another food voucher and a free 30 dollar upgrade to my room although the room wasn’t ready. Unsatisfied with this and feeling defeated I decided to take my daughters shopping and for food while waiting for our check in. We arrived back to the hotel around 3:50pm and approached the desk to find out that our room is still not ready and that I would have to downgrade my room in order to check in by 4pm. At that point I just sat down with my daughters in the lobby to wait since I didn’t really have any other option. Another hour goes by, I check back in and the room is still not ready! Now I am upset, which was overdue! This was an hour past check in and stuff had an attitude that they could care less. I found a supervisor who then talked to the front desk staff and magically my room was available. We get up to the room & im unsure what the upgrade is because we are facing another building and have hardly any view of the city or water. I am in disbelief at how poorly my daughters and I have been treated. So much for a weekend getaway of relaxation. Never again! I will never stay at mgm Detroit or recommend anyone here.
If you drive anything larger the a jeep might as well go some where else. This facility has ZERO parking availability for larger vehicles. They have an area in the back that says Motor coach, BUT OF COURSE IT IS NOT RESERVED FOR THAT!!! NOOOOO They have decided it is better to put a boon back there, I giant trash bin and all the maintenance and promotional vehicles there. When asked where I could park they suggested in front of the police station down the road… like I want to be towed. Per your manager and then he said we would have to call ahead… We have and those people say they don’t reserve parking. So don’t bother if you’re bringing a group to come have fun, no accommodations. To safely park and have a good time.