Gusow Trip

We enjoyed our stay at Virgin Hotels Las Vegas overall. The free, convenient parking was a huge plus, the casino had a great atmosphere, room service was quick, and Lucia's was excellent. There were a few areas that could be improved. We checked in at the advertised 3:00 PM time, but our room wasn't ready for over an hour, and no apology or compensation was offered. Our room (11125) was comfortable, but the shower door was off track and difficult to open, and while the shower was enormous, only one small area was actually usable under the showerhead. The "Rocks" ice room on the 11th floor had a strong urine smell and several wet spots on the floor. The biggest disappointment was the adults-only pool. It was much smaller than expected, the water was like bathwater, and the view of the asphalt parking lot wasn't appealing. A child entered the 21+ pool wearing goggles and ready to play, yet staff never enforced the adults-only policy. If it's advertised as 21+, it should be enforced. To make matters worse, the bartender couldn't make frozen drinks because the blender wasn't working. We stayed about 10 minutes before leaving. Overall, we had a good stay and would consider returning, but we'd skip the pool next time. With better attention to guest service, maintenance, and the adults-only pool experience, this hotel would be even better.

The property was great aside from the elevators. Only 2 were working the entire weekend for the north tower.

The most frustrating customer service experiences i ever had. I reached out through every available communication channel including email, text support, online chat, and multiple phone calls yet no one could provide accurate or consistent information about my reservation. Every interaction resulted in conflicting answers, making an already stressful situation even worse.My travel plans were disrupted by a flight cancellation that was completely outside of my control, and I had documentation confirming what happened. I had also purchased travel protection specifically for situations like this, yet I received no meaningful assistance or reasonable accommodation. Instead of working toward a solution, I was left to navigate a maze of unhelpful responses and endless transfers between different departments. I made every effort to keep the property and the various customer service teams informed of the changing travel situation. The only time I was unable to communicate was while I was on an aircraft that was delayed on the runway, where passengers were instructed not to use their phones. Despite my repeated attempts to provide updates before and after that period, there was no flexibility or understanding. I expect the property to contact me directly and either issue a full refund or provide a future stay credit that can be used within the next five years. Lack of communication, inconsistent information, and unwillingness to resolve situation i do not recommend staying here

Everyone was super nice . The place was spotless and when entering the room AC was on , quite welcoming if you ask me ! Thank you for the wonderful stay!

Not a lot offered inside the hotel. Also, NO seating offered in the uber shuttle area. Pool seating had NO shaded areas. I definitely would never stay at the Flamingo again!