The Signature at MGM Grand - Las Vegas, NV Review

My husband and I stayed at the Signature at MGM Grand last month (January 2009).  The rooms were spacious, comfortable and well-maintained.  The location is convenient to the MGM Grand, the Strip and my husband's company's office.  We were very impressed ... until our second day.  Due to the economy and the season, the gift shop (which is TINY - another complaint) has only one employee and is closed during the mid-morning.  I asked the Concierge (and eventually a Front Desk Manager) if they could open it and charge our room.  (We all know that, at the least, the hotel manager has a key to every door in his/her hotel!)  They were rude and snotty, saying things like, "If you REALLY need it that bad" and "I've never had to do this before."  The sad thing is that later, I found out from the Gift Shop that the front desk staff is SUPPOSED to assist a guest when they ask!  They just didn't want to and were trying to get me to go away!  During a time like this, when the economy is bad, you would think they would want to be helpful in hopes you would return and tell your friends.  I guess not!  They eventually did help me, but I shouldn't have to spend 20 minutes convincing them to do their job!  And no, they were NOT busy with other customers!  I would have at least understood that.  I am currently writing a letter to the general manager, but based on the review I just read, I doubt the issue will be addressed or any improvements implemented.  I guess the lesson learned is to be aware that when you pay a decent amount of money for a hotel room at The Signature, it may not include quality customer service.  

P.S. If your hungry late at night (and maybe at other times, too), be warned that the bar takes 20 minutes to make any appetizer/food! 

P.P.S. I just read a review from 2006 that stated they also had issues with the gift shop being closed (multiple times during the day) when it was supposed to be open.  I guess the hotel hasn't learned anything!