MGM might have the finest poker room ever with the most charismatic dealers and the best Manager in the business(Mr.Boyd). But, they got a real problem at the rest of the casino and hotel. \n\nLast year reservations made a crucial mistake that cost me about $100. I made a reservation for a Saturday, and even told the agent that I wanted the room for SATURDAY and she confirmed the numerical date as well. When I arrived on Saturday, they had no reservation for me. The front desk agent who had a thick Eastern European accent was in a rotten mood due to the guests who she serviced before me being very out-of-line and difficult. She was still steaming when I got to her and she had abandoned all of her customer service and hospitality skills. Eventually, she had found out that the reservation agent had made my reservation for Friday. I insisted that it was mistake and she shouts: \"WHY ARE YOU PEOPLE DOING THIS TO ME TODAY?\". I could have interpreted the \"you people\"  remark as a racist remark, but didn't know if that comment was due to the fact that English didn't appear to be her first language. Eventually she told me that she was not going to charge me for a no-show on Friday and that she could check me in. That turned out to be a complete lie. I didn't catch it until recently, but I was looking though some bank statements and noticed that she in fact did charge me as a no-show. \n\nThe casino floor is not that much better. I played blackjack for 4-6 hours a day, betting about $50 a hand for about two weeks in a row here, and my rewards card still has a comp balance of $0.00. I believe that this is one of those casinos where they do that Vegas style \"age discrimination\". Many Vegas casinos do not like to comp young people who are in their 20s, no matter how big they bet. They like to comp the geriatrics and seniors even though they may only play penny slots. There is no real rational reason why they do this but remember that since the corporations took over Vegas, they have been losing revenue due to their marketing department being full of unqualified pretty girls and trust fund babies whose Dad's had connections to get them in. \n\nI still would like to point out that the people who work at the gift shops are very nice and polite, and the dealers are all very qualified to work at such an upscale establishment. But, next time I have guests in town who I want to impress, I will absolutely never check them in at the MGM.