Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We spent 5 nights at the Delano Las Vegas. We were charged an additional amount that we did not authorize for a room upgrade.When checking I asked about switching our room as we were booked in a two queen room and we wanted a king bed I was advised that there was not a regular King room available was was offered a room upgrade. The agent advised that a penthouse suite was available with a charge. She went to say that it was usually $1200 a night but she could offer it to us for $500 a night. We discussed it back and forth. At one point she went to clarify the cost with her manager and returned to say that he approved but wanted to make it clear to me that it was $500 a night, not for the entire stay. I agreed to the room fee of $500 per night. Upon check out we were advised that the upgrade amount was $500, not the room charge. It was the same agent that checked us in. She then said that we agreed to the upgrade, and denied the room charge total being $500 per night. The manager spoke with us and confirmed the agents side. During these conversations she mentioned that the total room fee would be around $700 per night. She had never used this number in our previous conversations

  Business Response

  Date: 10/11/2024

  Hello Fay,
  Thank you for taking the time to reach out and share your feedback regarding your recent stay at Delano Las Vegas. We were sorry to learn that there may have been confusion on your end regarding the upgrade fee and the base room rate. While we understand your frustration, we are unable to offer any adjustments on your previous bill, as it was clearly indicated during your check in that the upgrade fee was separate from the base room rate. 

  Thank you,

  Delano Las Vegas

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22398984
  
  I am rejecting this response because:

  it was not clear that the fee was only the upgrade fee.  I was led to believe that it was the total cost of the room per night.
  
  Sincerely,
  
  Fay Moore

  Business Response

  Date: 10/11/2024

  Hello Fay,

  Again, we apologize if there was confusion on your end regarding the fees associated with upgrading, but we are unable to offer any adjustments to your bill.

   

  Thank you,

  Delano Las Vegas

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22398984
  
  I am rejecting this response.
  
  Sincerely,
  
  Fay Moore

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A group of 6 of us booked with the Delano to celebrate a bday ********** was my husbands 1st time in Vegas. I booked this room initially in Jan & paid for early check in at that time. On 4/24/24, I was offered to upgrade our room which I did, & upgraded to the top suite they offered me. I was then emailed saying it had been approved. This upgrade promised spectacular views of the Las Vegas Strip among other extra amenities.We landed in Vegas at 10am today. I checked in while on the plane per another email I received from the hotel saying check in & zoom to your room. We got to the hotel at 11am & were met by ****** who said that the room was not yet ready. However, the party occupying the room had just checked out & they were putting a rush on cleaning the room. She stated if we didnt hear that our room was ready by 2pm to come back up & they would waive the early check in fee since early check in stopped at that time. We left the lobby & came back at 2:20pm when we still hadnt heard about our room yet. We spoke with another woman who said again our room was not yet ready & they were still cleaning the room. We told her what ****** had said earlier & she said there was 1 cleaning person per wing & with their lunch schedule its possible it took over 3 hrs at this point to clean the 1 room. She said she would ask her manager to help.40 min later as we sat in the lobby we still had not heard anything. We went back to the front desk & spoke to ******** who actually tried to help. She said again the room was not ready & that they could downgrade our room because they had that room ************* the resort fees. She said wed get the same view. Our view was not the same. It was only of the Luxor on the strip since we were put on the 8th fl. NOT THE VEGAS STRIP. Mgr ******* was rude & said thats the strip. When we explained we expected a better view he went silent. I would like a partial refund for not getting what I paid for. False advertising.

  Customer Answer

  Date: 05/04/2024

  I met with ******** this morning at the Rewards Desk who was absolutely a pleasure to work with & was extremely helpful. She immediately apologized, moved us to the 18th floor and waived our upgrade fee which I definitely appreciate. Our view is much better and I feel justified now. We can close out this complaint at this time as resolved pending receipt of my bill. Thanks 

  Customer Answer

  Date: 05/04/2024

  I met with ******** this morning at the Rewards Desk who was absolutely a pleasure to work with & was extremely helpful. She immediately apologized, moved us to the 18th floor and waived our upgrade fee which I definitely appreciate. Our view is much better and I feel justified now. We can close out this complaint at this time as resolved pending receipt of my bill. Thanks 

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Delano on January 22, ****, checking out on January 23, ****. I had a $100 resort credit and charged $67.75 to my room. Upon checking out, I received an email showing my credit card was charged this amount in full. I contacted MGM via their company website for assistance and they advised me to contact MGM Rewards member services. I did that and was told the resort fee does not cover retail purchases (convenience store). I asked when this policy went into effect and was told by the representative that its been that way since she started working for the company and she has been working there for 5 years. I then stated, that this is not true, because my last stay at **** in Las Vegas, I did a room charge from the convenience store last time I stayed there and to look up my last reservation there since she had access to my records and she stated I was incorrect and there was nothing she could do.

  Business Response

  Date: 01/26/2024

  Hello ******************,

  We sincerely apologize for the confusion regarding your resort credit. While we are unable to speak to the circumstances at **** in which you were allegedly allowed to use the resort credit for a retail store purchase, our policy has always been the retail purchases are not covered under the resort credit. At this time, we are unable to provide you with your requested refund. 

  Thank you,

  DELANO Las Vegas 

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21194156
  
  I am rejecting this response because: 

  MGM gives a resort credit to be used at the resort and does not state anywhere on their own terms of service where or where it cannot be used. This is a generic response and the representative clearly did not take the time to review my account. Its disappointing at how the much level of service has gone down at MGM owned properties.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/29/2024

  Hello ******************,

  Again, we apologize for any confusion, but the policy has always been retail store purchases are not covered under the resort credit. We will not be able to provide you with a refund at this time.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delano $40.00 guaranteed early check-in or so their website said. W/ early check-in in mind, made inbound flights. Hotels early check-ins werent guaranteed. Charge removed. Keys for 22nd fl. didnt work. Tried using a variety of keys and switching elevators issue plagued us for our entire stay. Front desk clerk, we should not be speaking to other guests about these elevator issues, because there could be there could be a million reasons why this would happen and only talking to a select few guests doesnt paint an accurate picture. Room was dirty, had stray hairs of unknown origin all over the bathroom and tub! A broken toilet, missing vital toiletries, were told we already had it in our room. I guess it didnt matter that our ONE was EMPTY! Noise-marching band playing same cadence for over three hours!! We ultimately spoke to Mgr. ***** were told that we should anticipate noise in & cant account for noise, part of LVs ambience. Told us hotel was completely booked and if we want diff rm that we would have to give up our rm we had and wait downstairs w/luggage hoping for another rm in booked hotel! Lunacy. Her option was an invite to leave! Offered meager compensation, not enough. 12/5 maintenance issue at 5:30am in our hall that abruptly woke us up w/ loud electrician on a walkie-talkie, as no one inside was answering the to his banging their door. On 12/8, I called, got *****, so rude from the start w/ no reason, or so I thought. ***** told me that she had read ****** notes and proceeded to cut me off, then she dressed me down then instructed me on how to behave; were going to act professionally during this call. I had done nothing to receive this unwarranted behavior. I sat silently on the phone, as she ranted abt food and bevs? I was calling abt resort fee. ***** then placed me on hold and then made the correction reluctantly, w/ no explanation. Someone review her call with me at about 10:00am PST on 10/8/23 to hear interaction. Just awful.

  Business Response

  Date: 12/14/2023

  Hello ******************,

  
  Thank you for taking the time to reach out and share your feedback regarding your recent visit to DELANO Las Vegas. We were sorry to learn that your recent visit was not as exceptional as it could have been due to the inconveniences you encountered during your time with us. While we understand your frustration regarding the delay in your guest room being prepared for you,we were happy to see that our front desk team was still able to check you in several hours prior to standard check in time and removed the fee as a gesture of goodwill. We were sorry to see that your stay was disturbed by the noise level of the event across the highway at *****************, but we unfortunately have no control over the stadium noise.  We will be sure to share your additional comments regarding the substandard cleanliness level of your guest room, as well negative interaction with a member of our ***** Services team, with the appropriate department heads for their review to ensure these matters are addressed accordingly.

   

  Thank you,
  ******************************

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a moth infestation in my room for 2 nights after many phone calls and promises by the hotel to fix the issue, they did nothing. No one ever came by.

  Business Response

  Date: 05/22/2023

  Hello ****************,

  We are sorry to see that your current visit is being negatively impacted by moth activity in your room. Unfortunately, this is the time of year when moth's migrate through Las Vegas, and they are able to slip in through the vents and windows. We see that the front desk has made numerous attempts to offer you compensation, we ask that you please work with them to have this resolved prior to your departure. 

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I stayed at the Delano last weekend (room #****), and we left a 16" MacBook Pro laptop in one of the bedside drawers in a room we slept in. I called the next day, and thankfully, an honest employee at the Delano turned it in to ************* What should have been an easy retrieval process has become an absolute nightmare.We were given the following phone number, ************, and case #********, and told to ask for ******** My wife was on hold yesterday for nearly 1-hour without getting through to anyone at that number. Today, my husband attempted the same process, and waited over 1-hour and 8 minutes, without reaching a live person at that number. He called the hotel's operator and was told to submit an email as they provided no live phone contact. He demanded to speak with a manager, and the operator complied, but after being on hold for about 10 minutes, he received an automated message, indicating that he should leave a message. He hung up.The Delano provides extremely poor service to its customers and we will never stay at that MGM hotel again. It's obvious to us that the corporate dead-heads at MGM care little for providing their customers first class service. If we ran our medical clinic like MGM operates the Delano, we'd have no patients.

  Business Response

  Date: 05/04/2023

  Hello *******************************,

  We sincerely apologize for the difficulties you encountered when trying to retrieve items you left behind upon your departure from the hotel. We will be sure to share your feedback with the Lost and ***************** We have confirmed with our Lost and Found team that your items were successfully retrieved and are on their way back to you.

  Thank you,

  Guest Experience

  Customer Answer

  Date: 05/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I would like to note that it is a great shame that the hotel does not hire enough staff to handle the lost and found.  Instead, the individual who handles lost and found is overworked, responding to hundreds of calls daily.  This complaint would have been avoided if MGM had more staff to handle such concerns. 
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Check in date Jan 30, 2023 (Actual Arrival Jan 31 at 2 AM)Departure Feb 1, 2023 Confirmation #M078E0DF3 $1803.87 Paid for 2 nights Room Number ***** and ***** I am writing to formally complaint about my recent stay at the Delano Hotel. I was extremely disappointed with the service and amenities I received. Upon arrival at 1:30 am on our second night, I was informed that there was no access to a working bathroom or showers due to a maintenance issue, and the hotel did not offer any alternative solutions, such as access to a spa or another room, as it was fully booked.When I asked for assistance, the night staff was extremely rude and offered me a credit only if I left the room before 2 am, which was less than 25 minutes in middle of the night on a fully booked strip. The offer of a $150 meal voucher was not an adequate solution to the situation, and I felt that my basic needs as a guest were not met. They basically charged me $750 ($900 less the $150 voucher) for a suite without a bathroom and without a shower. And I kept asking if they think that is ok, and the staff basically became combative and rude instead of the very least being apologetic and understanding. I expect a certain level of service and amenities when staying at any hotel, this is a "5 star" hotel?? without a bathroom?? , I was extremely let down by the lack of communication and consideration shown by the hotel. The Delano Hotel has failed to provide a basic level of service and amenities to its guests, and refused to refund the stay. I would like to bring this to your attention. I hope that the Better Business Bureau can help address this issue and ensure that other travelers are not subjected to a similar experience.

  Business Response

  Date: 02/01/2023

  Hello ************,

  We were sorry to see that your stay was negatively impacted by the unfortunate water shutdown we had during your stay. It is never our intention to do anything to cause our guests to be inconvenienced while they are on vacation with us and we sincerely apologize that this was your experience. However, we also expect our guests to treat our staff with respect, especially in situations that are not their fault, which was not reflected in your conversations with our ***** Services team, in which you were cursing at them and calling them inappropriate names, along with speaking to our Hotel Operations Manager in the same manner. At this time, we will not be refunding your stay.

  Thank you,

  ****************************** 

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18965771
  
  I am rejecting this response because:

  
  I would like to address the charge in question and clarify that I did not have any interaction with your staff. I apologize for my associate's behavior when he was deeply frustrated by the extreme unprofessionalism and lack of empathy displayed by your employees.
  
  The charge is invalid as the services promised were not provided. There is an implicit obligation for the hotel to provide running water in a suite with 2 functioning bathrooms and showers, but we were given rooms without running water. Furthermore, your staff instructed my associate to use the mini bar water and assured him that there will be no charges, but later charged exorbitantly for multiple bottles of water.
  
  I strongly object to the fraudulent charge and the unprofessional conduct of your staff. The request for a refund is not related to any negative interaction with your employees, but solely because of the lack of running water in the hotel rooms.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *******************
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/22/2023

  Hello ************,

  We have removed the charges from the ****************** for the water, as we were able to confirm your associate was instructed to utilize this water during the time the hotel water was down. We have refunded the card on file accordingly for this adjustment. 

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 comps staying at Delano ***** view on April 9 until 12, 2023. I did reservations and it was for free, because it was 3 complimentary nights. Now I see that MGM Delano added payments for my free of charge comps. II planned to stay for 3 comps nights to enjoy and now I have very bad heart palpitations, depression and anxiety because Delano wants to charge over $600!

  Business Response

  Date: 01/30/2023

  Hello ******************,

  We have referenced your reservation and can confirm you have two complimentary nights, and one paid night, per your Casino offer. All offers are "up to" a certain amount of nights, and not all nights qualify to be comped. At this time, the balance for your reservation is $97.51 for your paid night, and you will be responsible for the security deposit upon arrival, in the amount of $100.00 per night of your stay, which will be released back to you at check out.

  Thank you,

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

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/18/23 my husband and I were locked out of our room the night before he was scheduled to give a presentation at an academic conference. The hotel representative **************** refused to help us and threatened to call the police. He would not provide his managers name or contact information. He went out of his way to completely humiliate us. I have never been treated so disrespectfully and will never stay at another MGM property. It is absolutely unacceptable to be locked out of your room for several hours in the middle of the night.

  Business Response

  Date: 01/19/2023

  Hello ****************,

  We have referenced your reservation and see that this situation stemmed from your attempt to cut the line in order to obtain a new key, and also not having identification to confirm your identity for new keys, thus having to wait for security to allow you access to your room. Discourteous behavior towards our employees is not something we tolerate and we are sorry that your actions led to our managers having to place you on a last and final warning.

• Initial Complaint

  Date:09/13/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We visited the Delano on Wednesday 9/7/22. Before we even got there I received a text message saying "check in now and avoid the line!" So I did. Then I used the express kiosk to print out room keys. We proceeded to try the elevator and the card keys wouldn't work! So we had to wait in a gigantic line to talk to the front desk only to be told we had been switched to Delano from ************. We wanted to stay at MB. Almost an hour later we made it to our room at Delano. It was dirty. The shelf above the sink was filthy. There were big long black hairs in the main bathroom, I'm bald and my son has blonde hair. The chair in the living room was absolutely thrashed. Various other things in the room were dirty, the windows, the carpet.. etc. The sconces in the hallway were so dusty they made me gag. I was lured with the promise of a "comped" room and was just charged a lot of money for illegal "resort fees". Then we were charged a whole lot of money to park in an empty garage at the hotel, which the space was about half a mile from our room. Also I'm the parking lot my car somehow received damage from any other driver. We tried to have a good time but the cleanliness and lack of communication left a lot to be desired. In the current times of a global pandemic I expect hotel rooms to be sanitized and clean. I want a full refund for the charges $124.44 and an apology.