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:03/31/2025

  Type:Product 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.

  Per Excalibur Hotel and Casino I paid a $200.00 deposit which is returned upon leaving the Casino and Hotel a few days later.The deposit has yet to be deposited into my bank account.I want the $200.00 deposited into my account as agreed.Also, I was charged an additional $200.00 full of fees once I checked in.

  Business Response

  Date: 03/31/2025

  Dear Valued Guest,  
  We have contacted you directly via email.  
  
  Sincerely,  
  Guest Experience 

• Initial Complaint

  Date:03/20/2025

  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 booked a room at excalibur for $69.16. Excalibur charged me $48.29 and $378.01 for a total of $426.30. Every time I contact them they transfer me around and around, but never try to explain the charges.

  Business Response

  Date: 03/27/2025

  Dear Valued Guest,  
  We have contacted you directly via email.  
  
  Sincerely,  
  Guest Experience 

• Initial Complaint

  Date:02/21/2025

  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.

  Arrived at the Excalibur hotel 2-14-25 after our sons *** graduation and parked in their secured parking garage that we paid for. Within 2 hours of parking our vehicle was stolen. The hotel did absolutely nothing. We did not like the way we were treated. They treated us as if we stole our own vehicle and were unapologetic. Everything we owned was in this vehicle as we were moving from ******* to ******. They basically shrugged their shoulders at us.

  Business Response

  Date: 02/25/2025

  Dear Valued Guest,  
  We have contacted you directly via email.  
  
  Sincerely,  
  Guest Experience 

• Initial Complaint

  Date:01/28/2025

  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.

  We stayed at the Excalibur Hotel from January 21st to January 26th. Prior to our arrival, I made several calls to inquire about the amenities provided and the deposit process. Unfortunately, I received inconsistent information that was quite confusing. I was informed that the rooms would have a fridge and coffee, as well as access to an indoor swimming pool and exercise facilities; however, none of these amenities were available. Additionally, the deposit process was handled separately, contrary to what I was promised over the phone. The elevators did not seem secure, and while the exterior of the building is quite attractive, the interior could benefit from some updates. The toilet paper provided was uncomfortably rough and should be replaced. I would recommend improvements in customer service, the addition of a divider between smoking and non-smoking areas to prevent discomfort for guests affected by smoke.

  Business Response

  Date: 01/28/2025

  Dear Valued Guest,  

  We have contacted you directly via email.  
  

  
  Sincerely,  

  Guest Experience 

  Customer Answer

  Date: 01/29/2025

   
  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.
  
  Sincerely,
  
  ****** **************

• Initial Complaint

  Date:12/09/2024

  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.

  Me and my wife recently stayed at the Excalibur Hotel & Casino from Dec. 2 -Dec. 5, 2024. We checked out of our room the morning of Dec. 5 and spent the day on the Strip as we had a late flight back to *******. At approximately 4PM we realized that we had accidentally left our passports in the unlocked (broken) safe (broken) of our hotel room. I immediately contacted the hotel upon realization of the oversight and spoke to the Lost and ***************** They advised that they did not have any passports handed in to their office but they would contact Housekeeping and call me back. 20 minutes later a ***resentative from Housekeeping called me back and confirmed that the room had been cleaned but they did not come across the passports, and advised new guests were in the room.. I made what I thought was a simple request, asking them to send either a housekeeping **** or security, or both, to the room to retrieve our passports out of the open safe. I was advised by the Housekeeping *** that they would not have access to the room until the new guests' check out date of Dec. 9, 2024. With my flight leaving later the night of Dec. 5, 2024, this was not acceptible, especially knowing that Housekeeping access the guests rooms EVERY SINGLE DAY!. Housekeeping refused to enter the room to retrieve my passports and suggested that I speak with the Front Desk Manager. I was forwarded to the Front Desk Manager who also advised that they could not access the room because of "privacy issues", and explained that they needed the current occupants' permission to enter the room. I questioned them why housekeeping were permitted to enter rooms at other times without permission. No sensible explanation was provided. Front desk tried calling the room and guests' cell phone. Luckily after a couple of hours of immense stress, they answered the phone and gave permission to access the room. The entire time our passports were being retrieved, Front Desk Managers were laughing openly.

  Business Response

  Date: 12/31/2024

  Dear Valued Guest,  
  We have contacted you directly via email.  
  
  Sincerely,  
  Guest Experience 

• Initial Complaint

  Date:11/07/2024

  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.

  On 11/7/24 I attempted to dispute resort fee charges that I was not notified of at check in. The only charge that was mentioned at check in via mobile app MGM rewards was for a refundable deposit of $50. The representative on the phone, ***, said I needed to go through the 3rd party, who booked the room or my bank. But the 3rd party has said to go through Excalibur. My bank also asked that I dispute with the hotel first. i never recieved a reciept nor email confirmation for this 2 night 3 day stay (nov. 3-5)

  Business Response

  Date: 11/15/2024

  Dear Valued Guest,  
  We have contacted you directly via email.  
  
  Sincerely,  
  Guest Experience 
  

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Excalibur from 10/16-10/19. We went to the Tournament of ***** show Friday 10/18 at 830PM. I paid for 2 drinks with my ********* card.I noticed the next afternoon it was missing. We needed to be at the airport by 5PM. At 3PM I was told by the front desk to go to Security. ****** at Security looked, and said it was shown as found and in the safe. But he didn't know who to contact about it, since he was fairly new. A woman, ********, came to the desk and said she was the ONLY ONE in the ENTIRE CASINO who could get in the safe and that she had just clocked out and would not go retrieve it. I explained that I was leaving the state, and could she please? She said that she'd checked before clocking out and there was nothing from a hotel guest there. I explained our reservation was in my husband's name, and she questioned why I didn't have the same last name?! She then left, and I spoke with a ****************** manager, who told me the same thing, no one could get into the safe but her, but they'd mail my card to me the next day (a Sunday). He then started to walk away, and I pointed out that he did not have any contact info for me, not even my husband's name. I was handed a piece of scrap paper to jot it on. I asked for his name.I called today, and there is no one in security by the name I was given (******* Caruvil). I was told to call back first at 5AM tomorrow, then 11PM tonight? I refused and was transferred to Lost and Found, who did not have my contact info I had left, but in 30 seconds checked the safe and found my card (evidently more than one person CAN open the safe). However, the person who "mails things" is gone today, and so I supposedly will be called tomorrow. This place is clearly REALLY SHADY. I am super grossed out by what must happen behind the scenes here, I really want my card back and a refund of our stay to comp me for the hassle of now canceling my card and contacting all the places that use it for automatic billing.

  Business Response

  Date: 11/15/2024

  Dear Valued Guest,  
  We have contacted you directly via email.  
  
  Sincerely,  
  Guest Experience 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22456203
  
  I am rejecting this response because: in the email response I received they further lied to me saying that the reason for the issues experienced was because they were "short staffed". During the incident, we were never told anything, by anyone, about being short of staff. We would have understood that. Instead, we were lied to, point blank, given a ridiculous story about only one person having access to the safe used to store items in ALL of Excalibur, were given a FAKE name by the supposed **************** Manager, and then when I later called to resolve it was sent AGAIN on a wild goose ****** being told to call back at impossible hours, like 5AM or 11PM to speak to someone. I finally got to a different **** to speak to someone else who began to help me and verified that the name I was given was fake, and that there had been NO record of any interaction or that my card had been lost etc. In the email sent to me by customer relations, they said they were refunding the resort fee, and that they apologized for issues caused by being short staffed. This is just further lying, and further poor customer service. We appreciate the refunded resort fee, but we deserve to have our entire visit refunded, which was ****** without the resort fee, for our stay from 10/16/2024/-10/19/2024, under **** ******, let alone an actual apology and acceptance of the truth of what occurred, and they should admit that their security **** is alarmingly poor and unsafe. 
  
  Sincerely,
  
  Juniper ******

  Business Response

  Date: 12/03/2024

  Dear Valued Guest,  
  We have contacted you directly via email.  
  
  Sincerely,  
  Guest Experience 

  Customer Answer

  Date: 12/18/2024

  Hello,
  On December 3rd I received an email from Excalibur stating, "Thank you for emailing us and providing us with the opportunity to further rectify your concerns. We have reached out to the third party company you have booked with and requested for a full refund of your reservation. Please allow 3-10 business days for the refund to be processed and reflect on your account." 
  We accepted this resolution. However, now it is past 10 business days, and we've not received a refund and TicketsAtWork, where we had made our reservations through, has not heard from Excalibur about the refund. 
  I did email Excalibur back this week letting them know this; I have heard nothing, and I have to assume at this point that they do not actually intend to refund our stay, which is not surprising given how shady the entire operation seems to be. 
  
  Thank you for your continued help,
  
  Juniper ******

• Initial Complaint

  Date:09/25/2024

  Type:Product 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.

  They charged my debit card $924.99 then told me I was on the exclusion program. They told me funds would be reversed immediately however they were not on I've been in a 4 month dispute over my funds. The casino cage supervisor ****** **** has been off in sick several times prolonging the investigation. She has also stated she doesn't have camera footage of this transaction which would prove no currency was exchanged!

  Customer Answer

  Date: 09/25/2024

  I am not satisfied with the response as I have stated the Cage supervisor has prolonged my investigation for months. I have also asked for a higher up to come in to help me resolve this issue and she has refused to give me her boss information on several occasions.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22337833
  
  I am rejecting this response because: I am not satisfied with the response as I have stated the Cage supervisor has prolonged my investigation for months. I have also asked for a higher up to come in to help me resolve this issue and she has refused to give me her boss information on several occasions.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/26/2024

  We have been in contact with the same senior manager. Ms. ****** has been working with executive leadership to rectify the situation. Ms. ****** has had multiple phone conversations with the senior cage manager and has been advised that further investigation is being done and will be contacted upon any updates. 

  Customer Answer

  Date: 09/26/2024

  I disagree I have had 2 phone conversations in a month period as I stated before she was sick and on vacation. I am also working with the *** commission to get my voluntary exclusion paperwork so that I can have further evidence that I did not receive the ****** that was debited to my card ending in 9835.

  Customer Answer

  Date: 09/29/2024

  This is from ******* @ the *********************************. Stated I been on the voluntary exclusion program for years and I cannot be taken off because I did a lifetime exclusion.  I've stated this several times over 4 months which was the reason she didn't give me the funds she charged to my card! I've been waiting fir excalibur to refund me $924.98 since June.

  Business Response

  Date: 10/11/2024

  Dear Valued Guest, 

  We have been advised by the Senior Cage Manager that this matter has been resolved via a check being issued to you. We apologize the matter took some time to resolve. 

   

  Sincerely,

  Guest Experience

• Initial Complaint

  Date:09/18/2024

  Type:Customer Service 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.

  My name is ***** *******. I stayed at Excalibur Hotel and Casino from 15 September until 18 September. Everything was going well on my trip until the last day which occured on 18 September. While playing the Buffalo Run slot machine 5 located on the corner area or the casino, the machine froze while I was playing. I had $25 freeplay which I also put my $20 cash that equal to $45. Once the machine froze I clicked the service button and waited patiently for an attendant to arrive. After waiting I decided to cash out and go to another slot but it only printed me $3 voucher. Finally a lady came and I explained to her what happened. She tried to explain that I bet 300 credits and I told her no I only bet 120 credits. The point I was trying to make was the slot machine was freezing and maybe there's a malfunction and gave me the wrong amount of money as well. She got frustrated and put her hand on my left shoulder stating she will get a manager. Wether she didn't mean to hurt me, I did not consent her to touch me. At no point did I yell or touch her. An employee should touch anyone. That is is considered physical harassing. I been in the Army for 15 years with 3 deployments and we have zero tolerance for sexual assault or unwanted touching. I do not know her and she could have easily got a manager without touching me. A manager did come and she was very nice and understood. There was a man name **** which was also an employee there. I explained to him if the scenario was reversed and I touched you, you wouldn't like it. He responded wouldn't care because I'm different . I guess **** is a super macho guy. Instead of understanding he wants to show he is macho. So tough he should also enlist in the military or be a *** fighter. At the end I deserve and apology and compensation for this occurrence. I have attached a pic of the machine as well even though there are plenty of camera that captured this incident

  Business Response

  Date: 09/19/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Excalibur Guest Experience

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22303542
  
  I am rejecting this response because $50 Freeplay is not acceptable as compensation for an employee to physically put her hands on a guest without consent. It's almost like this is an okay matter in your organization or something that occurs often. In ******, unwanted touching is considered battery, which is a crime that is defined in Nevada Revised Statutes *******. When I left the machine I still had my original $25 Freeplay that I had because I did not lose. In actuality she only put an extra $5 on Freeplay to compensate an employee touching a guest service because she was frustrated and unable to answer my question that I asked nicely. Please be realistic and take this matter seriously. If this was a celebrity, high government officials, or chief executive officers, you guys would take it seriously because you know it would get ugly really quickly legally  All I ask is to treat each of these cases equally. I will be waiting for another email 

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

  Business Response

  Date: 10/08/2024

  Dear Valued Guest,

  We have contacted you once again via email. We look forward to your response. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  Date:09/12/2024

  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.

  Hello! I'm reaching out once again because I just stayed a night at Excalibur. And problems presented themselves once again. The toilet in the room was stopped up and flooded the bathroom and I almost fell. I was moved to another room and the sheets had red and yellow stains on them. It was a headache and I couldn't rest. This upsets me because it keeps happening to me.

  Business Response

  Date: 09/17/2024

  Dear Valued Customer,

  We have reached out to you via email.

  sincerely

  MGM Grand Guest Experience Specialist

  Customer Answer

  Date: 09/18/2024

   
  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.
  
  Sincerely,
  
  *****************************