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The Mirage

Country United States
State Nevada
City Las Vegas
Address 3400 S Las Vegas Blvd
Phone 702-791-7111

The Mirage Reviews

  • Jan 3, 2018

Mirage Hotel - and MGM Resort - Charges Extra for Disabled Guest's Service Animal

Beatriz Lespron, the Front Desk Manager of The Mirage Hotel in Las Vegas made our stay at The Mirage a demeaning and troubling experience. My wife and I stayed at the Mirage Hotel with our disabled adult son over New Year’s weekend. We stay often (we are Platinum Card Holders) and in the past, we have had great experiences and service from the Mirage, and from MGM Hotels in general.

When I went to the front desk to check out, I noticed a $125. charge for a pet. When I politely explained that my son was accompanied by a properly licensed special needs service dog, I expected the charge to be credited... no big deal. Kristen, the front desk associate, understood completely and promptly brought out Beatriz Lespron, the Front Desk Manger. It all went downhill quickly from there.

Beatriz Lespron is clearly lacking customer service training and honestly, seems to be working in the wrong profession in the hospitality industry. She was very condescending in explaining to me that The Mirage Hotel and MGM Resorts do not support or recognize special needs service animals, and went on to detail how MGM does not recognize emotional support animals specifically. Lastly, Ms. Lespron explained that I am lucky because they normally charge that for every night rather than for the one night I was charged, and that I must pay extra regardless if it is service animal or not at The Mirage.

This is very unfortunate as we will be unable to stay in any MGM properties in the future as our son cannot accompany us without the service animal. Why should we have to pay extra at MGM Hotels because of a disability?

It makes no sense to me that a resort that spends so much on marketing to acquire new customers would simply blow out one of their already loyal customers over $125 dollars? Further, If we were made aware of this policy in advance or at check-in we could have made other arrangements. To allow a rude and uncaring employee to scold a frequent guest on policy and rules seems unwise.

In any event, if you have a disability and a service animal, you are apparently not welcome at the Mirage Las Vegas unless you want to pay more than other guests. This is very unfortunate, and has left us feeling terrible and embarrassed.

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