Great massages terrible management. I struggled with how to write this review since my previous experiences here (I've been a guest with a group of 2 or more over 5 times) have always been great! I bring people back when I can. I was so unbelievably disappointed with my last trip to MGM spa that a review is necessary for change. I booked 4 massaged for an occasion to have a little outing before my Mother-In-Laws double mastectomy the following Tuesday. Very emotional surprise for a very loved woman. I was clear a group of 4 and we wanted to spend time together before the big surgery. I was very excited as I always tell everyone what an amazing spa experience I've always have here. This place is an oasis in the city. It's like going on a vacation for the day. I've only passed on rave reviews. It started out in a bit of a panic. My mother in law had lost a $150 gift card we had gotten her. We surprised her the day-of and she was prepared and did not have the gift card on-hand. I called the spa just to see if they would have all this information on hand in records and they simply said no, unless I have the receipt and then we could request from card supplier. It worked out and she found her card, but know I know NEVER to buy such a large amount gift card that has zero traceability. We get to so and everything is great the massages are amazing per usual. The cold washcloths no longer are with cucumbers slices. No big deal. We grab some large chairs out by the pool and relax, read and order our food. Our food which was estimated 45-60 min was not there yet when we were ask to consolidate our 4 large chairs to 2. The chairs can sit 2, snuggle but it is still comfortable. We are told these large chairs are called cabanas. Not really definition of cabana, but ok. We co plain but oblige apparently they booked a party who booked 'cabanas.' I ask why I wasn't offered to book one as I would have splurged to do so. Only groups of 5 or more it is offered. I've been in a group of 5 and it was never offered to us. There are no signs for this either. We oblige and the 4 of us sit in 2 cabanas. Then about 10 minutes later the same woman realize she miscalculated or the party added on I'm not sure and now claimed she needed all the cabanas.... meanwhile our food in order not arrived. She offered us 1 cabana on other side of pool and 2 straight folding chairs. We complained and she said 'sorry these are contracted out you have to move.' We obliged, but were not happy about this and moved to 1 cabana (just a lounger for 2) and 2 straight chairs so they could set up for the party. We get our food about 45mi after we were asked to move. The entire time the cabanas reserved for these parties remained unoccupied. One woman from one party who witnessed this actually offered her cabana when she left for her 2 hour long pedicure. We have photos of the unoccupied cabanas. I wish the whole venue would have been twittered. It was unreal. We had 5 empty cabanas behind us and 5 empty cabanas on the other side of pool that were 'reserved' we are the rest of food and left to go shower and get ready. Meanwhile the entirety of about 2 hours these 10 cabanas remained unused. The manager gave us free day passes, but honestly that whole experience was horrible. We didn't let it ruin our memory of togetherness, but it sucked that the manager did that to our group. I will not be recommending with my glowing reviews anymore. Honestly with the right manager response it would never have gotten to an online h. She could have easily given us an hour heads up, she could have asked for one person in the group to give us the cabana for an hour until we received our late food, she could have offered to comp our food bill, she could have offered to add on a service. As I stated no where does it state the cabanas are rentable and not always available for use.
- Official Description (provided by the hotel):
- While in Detroit, get down to business at the ultimate entertainment destination, MGM Grand Detroit. Surround yourself in timeless design in our ultra-chic hotel. Dream big on king-size beds with 300 thread count sheets, relax in our oversized marble baths with dual rain shower heads. Or indulge yourself in a garden of earthly delights within our signature restaurants, or nightlife options. Last, lavish yourself within Immerse, Detroit's only resort style Spa. Immerse Spa. ... more less
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- Also Known As:
- Mgm Grand Detroit Hotel Detroit
- Mgm Grand Hotel Detroit
- Detroit Mgm Grand Hotel
- MGM Grand Detroit Michigan