We were very disappointed at check in to be told that the upgrade that we paid for and had an email directly from the hotel confirming our room was not available. We contacted the desk the next day to check if our upgrade is available and was told, again, that it is not available and we were not offered a reimbursement or an offer to cover the cost of our late check out. I don't know if any of your rooms have been updated but the one we stayed in was very dated, dark and dusty. We were afraid to touch the air conditioner due to all the dust hanging off of it. Our safe wasn't working, the hotel was much too cold and smoky. Your policy regarding reserving chairs around the pool is ridiculous, although, no one sat in those chairs the entire time we were at the pool. We would have appreciated the person at check in to explain your MGM points and were only told of it by a guest at Mandalay Bay.