Conrad Las Vegas at Resorts World

The towels felt worn and never quite clean, like the kind I’d expect in a cheap motel or budget hotel, so I was surprised to find them in a hotel presented as five-star. There wasn’t even a kettle in the room, which made it impossible to get hot water for a drink and was very inconvenient. I was also shocked by the front desk treatment. I was waiting in the Gold and Diamond line, and when my turn came, I was the only person there. The staff member had just finished checking in the previous guest, then walked off for a break without looking back, speaking to me, or acknowledging me. I believe she treated me this way because I’m Asian. Based on my experience, the hotel felt four-star at best, with many problems.

We didn’t want to leave our room, it was so nice. The Conrad was beautiful and clean, and every employee we spoke with was helpful and very nice. Edward was especially kind and friendly when we first checked in, and that first meeting really stuck with me. It was our first stay here, but the experience was amazing and we’ll definitely come back.

We felt safe walking around day and night, even though the stretch of North Strip between Resorts World and the Wynn can feel a little sketchy. The property is somewhat isolated at the north end of the Strip, but its Zoox pickup and drop-off point worked well for us, and Peppermill Restaurant and Fireside Lounge is across the street. We didn’t have time for the pool, spa, or other amenities. One friend tried the gym and liked it, especially the cardio machines with screens that let you choose running scenery. A couple friends and I came for a girls’ trip to see the Backstreet Boys at the Sphere over Super Bowl weekend. We booked through AMEX’s Hotel Collection program. Our room was spacious and clean, and the hotel checked in my friend who arrived a couple of hours before me. Since it was a third-party booking, I had to call AMEX to contact the hotel for her, in case anyone runs into the same issue. The bathroom had a few quirks. The shower temperature swung between what felt like the fires of hell, which we each wanted, and warm, without us changing anything. The toilet is in its own closet, but its frosted shower door slams in the last few inches unless you hold the handle. The room is also echoey, which can make bathroom moments awkward depending on how comfortable you are with your roommate. Those issues weren’t enough to lower our rating. The front desk staff were the best part, especially Amanda and Layla. I used both the AMEX and Hilton Gold at Conrad benefits and received $50 per day plus a $100 food and beverage credit. Amanda carefully explained which outlets accepted the credits and which parts of the bill they covered. Layla arranged late checkout the night before my red-eye home, then extended it another half hour when I returned for my bags and couldn’t get back into my room.

The casino and location were great, with fewer crowds and a nice vibe, and the mattresses were comfortable. But room cleanliness was disappointing. We found previous guests’ hair in the shower and around the sink faucet, and the faucet handle kept coming loose. We asked for extra cleaning, but it seemed they only moved things around instead of doing a thorough job. The beverage credit can’t be used at the Resorts World store, which is inconvenient for families who don’t drink alcohol. The pool also closed at 4 p.m., even for resort guests. We checked in later in the day, so the kids were very disappointed they couldn’t swim. In the morning, half the pool area was blocked off for maintenance.