We recently stayed at the MGM Signature through LUXSTAY USA, and while the suite itself was beautiful and spacious, our overall experience was disappointing. Upon arrival, our room was not properly cleaned, which was surprising given LUXSTAY USA’s reputation. Unfortunately, the issue couldn’t be resolved that evening, and we weren’t able to access our assigned room again until after 1 p.m. the next day. This completely disrupted our travel plans and made for a stressful start to our stay.
It’s unfortunate, because LUXSTAY USA has great potential — the location is convenient, and the rooms are lovely — but the lack of prompt response and consideration for guests’ time really diminished the experience. While we did receive a partial credit, the company stated they had to pay to clean another room because they “let” us stay there overnight. That would not have been necessary if our original room had been clean upon arrival.
We checked in around 6 p.m., three hours after the standard check-in time, and had even received multiple emails encouraging us to check in early. Had we done that, the room still wouldn’t have been ready — which raises concerns about management and readiness.
We specifically booked this stay to have adjoining rooms, and the delay and mismanagement took away from what should have been a comfortable and enjoyable experience. I truly hope LUXSTAY USA uses this feedback to improve their guest preparation and communication moving forward.