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jmickelsonflyer1
Dixon, Illinois

The staff makes the Mirage a special place!

5.0 of 5 bubblesReviewed 16 Aug 2021
I’m not one to leave reviews, but feel like this one is well deserved. The staff went above and beyond during our stay to keep us happy travelers! The pool is amazing, and restaurant selection is great!
Date of stay: August 2021
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
Review collected in partnership with MGM Resorts International
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The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 17 August 2021

It has been the worst I’ve had at any hotel on the strip. A few things to complain about include:

1. The air filter was disgusting not very sanitary to be breathing in dusty air.

2. The air conditioning in the room did not go lower than 68 even though it was set lower than that. Most of the time the temperature was around the low 70s.

3. On two different occasions I called housekeeping and the front office for extra towels and an extra pillow. My first attempt was around 11pm and the second around 1:30. All they said was that they would send them and never received them.

4. I called the front desk at 10am for extra towels to shower before I left as I never received them the night before. The front desk was gracious to extend my checkout until 12 to have time for our showers. Midway through my shower, maintenance came and knocked on the door saying that the water would be shut off for 20 minutes. I had to finished my shower a lot faster than I would have liked.

Date of stay: August 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
Thank FJavierCon06
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at The Mirage Hotel & Casino, responded to this reviewResponded 18 August 2021

Dear FJavierCon06,

We are saddened to learn that your visit to The Mirage fell below your expectations and our quality service standards. Please accept our sincerest apologies for the disappointments experienced with your room accommodations during your stay. We truly appreciate you taking the time to provide us with your insights which allows us to identify areas of opportunity for improvement. Feedback such as yours is critical as we look to improve our operations moving forward. We are diligently working towards the day all of our properties will be in full swing once again. Please rest assured we take your feedback to heart as we strive to improve to the best of our abilities.

Your most recent experience is truly not the norm for our property, and we hope that you will allow us the opportunity to impress you and your family in the near future. Your complete satisfaction is important to us, please allow us to regain your loyalty by addressing your concerns directly.

At your earliest convenience, please contact our guest relations team via e-mail at: guestexperience@mgmresorts.com
In order to better assist with this matter, please be sure to provide our team with the reservation details - first and last name, confirmation number, and dates of stay - as well as a copy of this review noting the shortfalls experienced.

We hope to have the opportunity to further assist you in the near future.

Kind Regards,

Yadira
Guest Experience

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 August 2021

Do not stay at this hotel!!! Our room smelled like smoke. Blood on our sheets. Shower light leaked in bathroom. No dial tone on phone so I couldn’t call the front desk. We left after 15 hours. I told the front desk and they did nothing to help us. We booked at the bellagio on our own, after I asked the front desk of the mirage to help us book at their sister resort. They said they couldn’t do anything for us. Bellagio is so much better!!! Do not stay here.

Date of stay: August 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
1  Thank Andrea H
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at The Mirage Hotel & Casino, responded to this reviewResponded 18 August 2021

Dear Andrea H,

We are saddened to learn that your visit fell below your expectations and our quality service standards, especially after securing our premier room - which should have been immaculate. Our teams at The Mirage are dedicated to making sure our valued guests like yourself, are warmly welcomed, well served, and truly appreciated. It is our goal to provide a phenomenal resort experience for our valued guests, and sincerely apologize for the unpleasant experience with your room accommodations and service shortfalls. Please accept our sincerest apologies for the many frustrations this caused, during what should have been a relaxing vacation.

Utilizing the room information you provided within your review - our committed guest experience team was able to locate your reservation in order to assist with directly addressing your concerns. We thank you for being a loyal M-Life member and assure you that your voice is being heard by our leadership teams, as we take all our guest's feedback to heart. Such service shortfalls are truly not the norm and we have escalated this feedback to our facilities, guest services and hotel operations leadership teams on property.

In escalating this matter to our leadership teams - we are happy to inform that our front desk management team assisted with providing a refund of the Room and Resort Fee charges on your reservation. You will see a total refund of $238.33 to the CC on file and the standard time frame is 7-10 business days for this to reflect on your account. For your records, our team has e-mailed a copy of your folio outlining the charges and credits that have been applied today 08/17/21.

Once again, we sincerely thank you for taking the time to provide our team with your detailed review. Feedback such as yours is critical as we look to improve our operations moving forward. We are diligently working towards the day all of our properties will be in full swing once again. We will continue to take your feedback to heart as we strive to improve to the best of our abilities.

If you were relieved by the actions taken by our leadership teams and feel all of your concerns were addressed – it would be encouraging and truly appreciated to provide an update to the review posted on Trip Advisor.

We hope that with our unmatched value and attentive service, you will consider giving us another opportunity to regain your trust and welcome you back in the future.

Kind Regards,

Yadira
Guest Experience

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 August 2021

Rooms were dirty. You can hear every door slam, every conversation, and in my case full meltdown argument in the hallway. Casino is littered with cigarette butts and ash on the slots them selves, no ashtray. The table games are all dated and stained. Honestly, save your money for a little longer and stay at a nicer hotel.

Date of stay: August 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
Thank trmerullo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at The Mirage Hotel & Casino, responded to this reviewResponded 18 August 2021

Dear trmerullo,

We are saddened to learn that your visit to The Mirage fell below your expectations and our quality service standards. Please accept our sincerest apologies for the disappointments experienced with your room accommodations, gaming options and the unfortunate experience with discourteous patrons at our property. We truly appreciate you taking the time to provide us with your insights which allows us to identify areas of opportunity for improvement. Please rest assured that our team has shared your feedback with our housekeeping, guest services and hotel operations leadership teams. Feedback such as yours is critical as we look to improve our operations moving forward. We are diligently working towards the day all of our properties will be in full swing once again. Please rest assured we take your feedback to heart as we strive to improve to the best of our abilities. We hope that you will consider giving us another opportunity to regain your trust and welcome you back in the future.

Kind Regards,

Yadira
Guest Experience

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 August 2021

We used Myvegas comp night for 2 night stay, was not greeted nicely by the check in person. We had to ask for available upgrades, which my family was willing to pay and was told there was non available while Mlife website and many rooms available. Received one of the worst rooms with bed spring broken, small restroom with rust build up and lack of hygiene amenities and parking view. Door key didn't work the next day and we had to go down to check-in desk to have it fixed. Ended up gambling at Treasure Island because of there were many perks including freeplay, tournament and winning more as a new member compared to my mlife gold status. Also my girlfriend preferred the Treasure Island rooms compared to the mirage.

Date of stay: August 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
Thank JlovesN
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at The Mirage Hotel & Casino, responded to this reviewResponded 18 August 2021

Dear JlovesN,

Please accept our sincerest apologies for the disappointments experienced with your room accommodations and the unanticipated service shortfalls during your stay. We truly appreciate you taking the time to provide us with your insights which allows us to identify areas of opportunity for improvement. Please rest assured that our team has shared your feedback with our housekeeping, front desk and hotel operations leadership teams.

While it is unfortunate that the room upgrade you preferred was not available at your time of arrival – we sincerely apologize for the miscommunication and misunderstandings this may have caused. While not the norm, there may be some circumstances when there is a brief delay with the M-Life web-site providing the updated and accurate number of available rooms available on property. This may happen with sudden changes in the amount of rooms available due to unforeseen cancellations or bookings on that very same morning. Some examples of these instances: An unexpected flight delay will cause a guest to extend their stay; additional suites which should have been available are out of order for unexpected maintenance due to guest accidentals, etc. Please rest assured that our front desk team on property will always be able to provide the most up-to-date and accurate information regarding the availability of rooms and upgrades. Please accept our sincerest apologies for any inconveniences this misunderstanding may have caused. Our team has escalated this feedback to our Senior Hotel Operations team to ensure our team is providing our guests with a clear understanding of the room accommodations available on property. If you were pleased with the insights our team provided and feel all of your concerns were addressed – it would be encouraging and truly appreciated to provide an update to the review posted on Trip Advisor.

Feedback such as yours is critical as we look to improve our operations moving forward. We are diligently working towards the day all of our properties will be in full swing once again. Please rest assured we take your feedback to heart as we strive to improve to the best of our abilities. We hope that you will consider giving us another opportunity to regain your trust and welcome you back in the future.

Kind Regards,

Yadira
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 August 2021

Got the wrong room number written on our room key spent so much time arguing with my wife because of it. The room was falling apart. I got no where fast with all my luggage for the lack of carts and lack of helpful staff.

Date of stay: August 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
Thank skyman529
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at The Mirage Hotel & Casino, responded to this reviewResponded 17 August 2021

Dear skyman529,

We are saddened to learn that your visit to The Mirage fell below your expectations and our quality service standards. Please accept our sincerest apologies for the disappointments experienced with your room accommodations and unanticipated service shortfalls during your stay. We truly appreciate you taking the time to provide us with your insights which allows us to identify areas of opportunity for improvement. Please rest assured that our team has shared your feedback with our housekeeping, front desk and hotel operations leadership teams. Feedback such as yours is critical as we look to improve our operations moving forward. We are diligently working towards the day all of our properties will be in full swing once again. Please rest assured we take your feedback to heart as we strive to improve to the best of our abilities. We hope that you will consider giving us another opportunity to regain your trust and welcome you back in the future.

Kind Regards,

Yadira
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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