When the Delano Las Vegas made its début back in September, there was generally high praise for the transformation of the former THEhotel at Mandalay Bay into a desert version of its South Beach namesake. However, as often happens with such positive feedback, there was a “but.” Guests hated the pillows.
One TripAdvisor reviewer commented, “My review would have received an excellent but the memory of the painful pillow left a mark.” Another wrote, “Yes, their pillows suck…100%.”
Following a top-to-bottom renovation that cost upward of $100 million, having guests unhappy with the pillows was not something the team at the Delano Las Vegas was going to tolerate. “As a luxury destination, we always strive to create an optimum experience for all of our guests and appreciate their feedback along the way so we can adjust accordingly,” said Matthew Chilton, Delano Las Vegas’s general manager. Once it became obvious that the pillow disdain was not isolated to just a few guests, a plan was quickly launched to replace the hotel’s 8,000 pillows.