I was so excited to go to Vegas but this experience was horrible. We arrived at the MGM signature which overall is nice the staff is nice the problem I have is with Alex and his team. We got into our room and started to unpack to get ready for dinner my daughter was on the sofa which turns into a bed and she seen bugs crawling on her we came over to check it out we looked it up online cause we didn't know what it was and it was bed bugs. We called Alex's team 10 times not one response we called the front desk and they send security to our room in the meantime we panicked packed and security came and did an inspection and investigation and concluded there was an infection of bed bugs in the couch we had to evacuate the room. Finally I was able to get in contact with Alex's team after an hour I was told I would be called back but they weren't sure if I had any options. I could believe what was going on. We where escorted to the lobby where we sat for over and hour the staff at the MGM is amazing they tried to help us but the hotel was fully booked and I booked through a third party. At this point I got a message from
Alex's team stating that they had no rooms and that I would get a refund. Now we are across the country with nowhere to stay at almost 11 pm. They tried calling Alex's team for over and hour this ordeal went on for over two hours we missed dinner and our show finally at 11:08 I finally heard from someone from Alex's team and they said they had a room for one night and they would figure out what else could be done. All said and done we got in a room at almost midnight the room was dirty and the microwave was broken I spend days texting Alex's team with almost no response or responses that basically show that his team doesn't really care. They are unprofessional and shouldn't be in the hospitality business. They customer service skills are non-existing. I was literally told by someone one his team that they could spray the bed bugs in the room and I could be back in the room in the morning. The MGM said after bed bug disinfecting it takes 72 hours for the room to be safe they have no bed bug protocols at all
They have no idea what they are doing buying apartments and renting them takes more than just the bare minimum. It was supposed to be our home away from home and the whole experience was an actual nightmare. I don't recommend staying with this group.