ComplaintsforMGM Grand Casino

• Initial Complaint

  08/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  MGM Grand buffet advertises one price on their website, then increases that price at the door. The claimed "price subject to change" 8s on the site, but it requires an additional click to see this notice. We paid for transportation to this venue for this dining purpose. We then did nit have time for **** alternate sit down option before we had to get to the airport.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid mgm casino 300 dollars to play a game online and I won a big amount of money and they blocked my account and refuses to let me withdrawal my money

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am writing this message on Thanksgiving evening. We chose to take our family of 4 and also relatives family of 4 to the *** grand hotel in *******. We planned this trip to come to ******* and take our children to the ********** stadium to watch the packers/lions game. We spent ***** on these hotel rooms. Upon arrival, after driving 7.5 hours, we were told the workers were on strike and majority of the offerings at the hotel were not open. We booked this hotel due to valet parking/safety, restaurants on site for our kids, a spa, fittness/area and much more. ALL of these things are closed and we are left paying for our rooms. In addition to this, the workers that are on strike are walking a picket line outside our room and banging on drums and blowing air horns in early morning hours waking up our children. This is unacceptable. We drive 7.5 hours and we're given NO warning of any of this. I am asking for a full refund of our stay. The front seat gave us 1 night free night but I don't feel that's fair. Please let me know how we can get this taken care of.

  Business response

  12/04/2023

  Our records indicate that ************************ reservations were made on Sept 23rd directly through MGM's reservation line. Because she is an MGM Rewards member, ******************** received an email from our VIP ******************* (as did all MGM Rewards members) prior to her stay alerting her to the work stoppage and limited amenities/restaurants. Thus, her claim that she did not know is not true (or she simply didn't read our notices).  When her party checked in and complained to the front desk claiming that they were unaware of these facts,the hotel agent gave ************************ group one night free for each room.  The agent did this for the most expensive night out of the 3 nights - one credit was at $564.00 and the other $544.00.  In addition to this discount, another hotel agent also removed all resort fees and took an additional 15% off each room for the entire duration of their stay.
  
  While ******************** asked for a full refund in person after checking in, despite the email and visible signs of the work stoppage, her party stayed in our hotel the entire duration.  She thus received something of tremendous value, which MGM Grand ******* significantly reduced - two room nights for free (over $1000 saved); both rooms reduced by 15% for the remaining nights; and no resort fees.

  In sum, we believe we provided the guest sufficient compensation for her stay.

  Feel free to reach out if you have any questions. 

  ***********************

  ***************************************** 

  ************

   

   

   

   

  
  

  Customer response

  12/04/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  As stated by MGM we did make our reservations on Sept. 23rd through the reservation phone line. We had much trouble making our reservations online through the website because of a data breach that was currently taking place and all online reservations were unavailable. We had to call multiple times to get everything in line to make sure our reservations were set for our holiday weekend. This was frustrating in itself at the time of booking. If an email was sent to MGM grand members in regards to the strike I did not receive this message. How is it determined that email did not go to a spam folder. An email is not sufficient in my opinion to let a family know that majority of all amenities would be closed during a time of stay. Yes, we did complain upon checking in. We arrived with a car of 2 moms and 4 children at 3am in the morning after an 8 hour drive and were told that valet was closed. Therefore we had to park in the garage and walk outside at 3am in downtown ******* with all our luggage. This was the first we had heard of the strike. We chose to spend the money and picked MGM grand due to multiple restaurants for the kids,Top Golf,  a spa, fitness center, and pool. All of these things were closed. We also had to have our children walk outside in the cold from the parking garage because the middle area wasn't open. We were woken up at 6am daily to the banging of a drum and loud speakers from the workers on strike. When entering and leaving the hotel workers shouted at our kids calling us losers for crossing the picket line. This is a very nice establishment in my opinion and I felt our stay was ruined because of all this. It was Thanksgiving and we chose to bring our families here to make memories. Memories sure where made as we will remember the workers on strike ruining this trip for us. The managers at the front desk were kind and tried to help by taking a percentage off of our stay, but I don't feel it is enough. We paid a total of $2,315 for this Thanksgiving holiday trip and it was not up to par for what we were expecting. 
  
  Regards,
  
  *******************************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Note: As I searched for "MGM Sportsbook", I noticed that wasnt an option. Therfore, I searched for MGM Grand. I make this note as I dont want this complaint simply rejected. I prefer MGM employees responsible for this review forward to the appropriate person. I signed up for an MGM Sportsbook account and used the account to place ****** over the past ten months. I live in Colorado, which is an approved state to wager online with MGM. A few weeks ago, MGM suspended my account and would not provide a reason. I am not disputing the cancelation, as I don't use them that often, therfore, I am not concerned with the cancelation. However, I have funds that I deposited to MGM that they will not return to me. I've spoken to two representatives, who both will not discuss my account. All I want is my money returned to me.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I accepted a bonus offer at MGM grands online casino. I won a jackpot. The restrictions force me to irresponsibility ****** 25 times their match amount before I can withdraw my winnings. They are encouraging poor gambling habits while stating in their advertisements to ****** responsibly.Im trying to ****** responsibly by withdrawing my winnings but they wont let me do it until I irresponsibly ****** my $750 jackpot win.I want the highest up person at MGM to contact me with information on a physical person at the *********** casino whom I can speak to about this.They cant say ****** responsibly then force me to ****** $750 before withdrawing even $30. If I opt out of the bonus I lose my jackpot which was a user-input selected jackpot.

  Business response

  12/03/2021

  Response: BetMGM investigated the patrons complaint and remain firm in our decision. BetMGM cannot compensate players that was already provided with the terms and conditions about our promotions.

   

  Thank you.

   

  Customer response

  12/03/2021

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]the bonus the depositor accepts is never explained until after the issue i have arises. i'm not the sole individual this occurs to. simply logging in and making a deposit during a bonus period automatically applies the coupon in which nothing is explained via hyperlink or otherwise. nothing states conditions and terms. nothing about anything. only when the player goes to withdraw the money are they then met with this issue.

   

  i want my money back.
  
  Regards,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩