Customer ReviewsforExcalibur Hotel & Casino

Terrible Staffing, Security and no good customer service. Security is the worse and management. Seeing guest get treated like nobodies and get banned out of the hotel for no reason. I seen Security punching guest when they're drunk, they steal out of rooms and they discriminate against blacks. Don't stay here or work there. It's haunted too!!!

Terrible experience! Bed bugs, fleas, and stains on the bed sheet.

WORST HOTEL EVER! No staff available, none of them answer questions or give resolutions. We’ve drove from Death Valley directly to the hotel with a lot of stuff. We didn’t have much idea on where to go so we called, but they didn’t answer the questions with clarity. We wanted a cart for the luggage, they ****** ASKED FOR MONEY for that. Plus it costs a lot of money, zero customer service/ support and they call themselves a 4-star hotel. Not at all supportive. They don’t even check us in, asked to check in online by ourselves.

Worse experience ever got there at 730pm said we didn’t have reservations thing they could do spent 2 hours callin trying to get a room with no luck front desk wouldn’t help us at found the email that stated we did have rooms go back to the front desk VERY very rude lady said your reserved for 4 nights not 2 my 80 year old grandma said no I canceled 2 of the nights she women yelled that’s a lie. I said so you went from no rooms reserved to 4 nights reserved the rude employee scream and said I feel threatened by the way ur speaks to me I’m getn a manager lol ridiculous I didn’t even raise my voice my grandma is cryn at this point. Not one employee apologized to my grandma the front desk manager was absolutely no help at all she cried most of the evening cause of the way she was spoke to and called a liar which she had all the emails stating she was right het nobody said sorry nothn it took 3 hours to get in our room.

I have never been treated so horrible in my life from the women working the desk at (in house guest) today at 1145am I don’t know her name, but she was absolutely horrible All I wanted to know was about parking why I was charged $46 for one day parking she was absolutely so rude So my son grabbed the ticket out of her hand, and she threaten to have us kicked out I even kept asking her why she was treating me so badly absolute crazy This is the only hotel I ever stayed at. I absolutely never stay here again and will definitely let family and friends know as we live here in Nevada. She has absolute poor customer service and should not be working in this field

I stayed at the excalibur 4/10/23-4/15/23 When we got our room there were headbands on the floor from past guest telling me the room was not actually cleaned. The lamp on the table never would work along with the reading lights on the bed.The bathroom sink would not drain at all so I had to plung it by hand everything we used it to wash hands brush our teeth anything. I called housekeeping and concierge several times but no one ever came called for towels waited for 2 hrs never came. I went to the front desk for these during my stay and still no one came. On check out day as I was checking out I spoke to the lady at the desk about these issues. She tells me now that I'm no longer a guest here I needed to call guest experience and let them know. I was flying home that day so when I got home I called the # I was given several times leaving voice mails and never a call back. I then called excalibur and told them along with this new issue with my card I used to book the stay. When I booked the room it was $525 with my 109 depost paid. When I get there I was told it was $658 that included a security deposit but thr difference would be credited back to my account at checkout. My bank account showed the amount that was being held was correct and my balance reflected that amount. But when i got home at 9am on the 16 it showed them taking out an additional $525 which my account balance reflected that as well.never reflected the $658 going back in And I have a receipt showing fir only $636 so I have several different amounts . I called the desk they said there was nothing they could due about the money part but she understood the issue and said all she could do was credit my account for the resort fees and the earlier check in fee of $142but that still hasnt showed in my account. again since I'm no longer a guest there I need to call guest experience to voice my other issues which again I called today the 16 several more times left voice mails and still no response

Had to make complaints in order to get my room cleaned, which resulted in only getting my bed made, not even changed.
Was threatened by a member of staff on the roulette table and had his pit boss smile, almost laugh when informed so spoke to her boss who seemed concerned. Tables and chairs in majority of hotel where sticky, terrible smell of drugs throughout the hotel including corridors on our floor where we slept. Dirty hotel, disgusting room with squeaking window and air-con keeping me awake most of the night. Towels not changed every day even after use, ice bucket left for me to reuse a plastic bag with old water in it for the night before. Screens not working in reception, tv in room could hardly see a picture and sound gets muffled. I recommend this hotel and casino closes its doors until they can handle running a hotel. If I could score lower than a 1 star I would.

The valet parking is not safe My car was in the valet and my tire got punctured. I had aaa come and put on my spare. I had to buy a new tire it cost me $200.00.

To whom it may concern,

We planned a family trip to Vegas back in July and were so happy to experience our first time staying at the Excalibur. We have friends that stay there yearly, so needless to say we were looking forward to it.

We arrived late on July 8th and couldn't wait to see our room. We know being in Vegas is about the atmosphere, shows, restaurants, gambling etc.. Unfortunately our room was a complete DISAPPOINTMENT. It was disgustingly dirty. We were so beat so we called down and I told one of the front desk Agents right away. She asked if we wanted to transfer rooms which would require loading all of our luggage back up, going all the way back to the front desk, stand in line, get a new key and start all over. I told the Agent we were tired so she promised that our room rate would be compensated during our entire stay. When we went to check out i noticed the charges were still there, but was promised once again that the fees would be reimbursed.

Here we are months later and still NO credit has been reimbursed to our credit card. I've provided photos to show the condition of our room and how unacceptable it was.

We would APPRECIATE someone's attention to this matter...!

Sincerely DISAPPOINTED,

Daniel & Jamie R******

Bad service.Both places I ate were HORRIBLE. No sleep on 21st floor,heard all Las Vegas boulevard traffic .No service in casino. To many kids running around .Homeless sleeping in hallways on the walks to Luxor.