ComplaintsforExcalibur Hotel & Casino

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I previously stayed at Excalibur many years ago before Covid so I thought it would be nice to go back to the same hotel as both me and my wife had previous memories of this hotel. I had contacted the hotel before I made a booking and spoke to guest services as to how much a taxi or shuttle would cost to get to Excalibur once we arrived in *********. The guest services representative over the phone told me that it is a flat rate of a $17 for taxi if using cash. I than made a reservation with Trip.com. Trip.com Booking No. *********** and PIN ****. ********************** Confirmation No. *********. Booking dates were from April 29th - May 2nd in a Resort ***************. The first and last night we spoke to manager ****** who was nice and kind enough to offer us a free meal and to remove our resort fees. I complained the first night that taxi driver over-charged and ****** explained that taxi rates are not set by the hotel and guest services should not state any rate over the phone. The biggest complaint of our stay was housekeeping. Our bathroom was never properly cleaned with hair on the shower door and toilet seat had stains never cleaned. We made a complaint to manager ********************* the next day and she assured us that hotel would clean our bathroom properly. We came back later in the evening and the bathroom was not cleaned with stains on toilet and hair still left on the shower slide doors. We then spoke to manager *********************** who apologized and again reassured us that our room would be cleaned properly. We then went out the next day and came back in the evening to discover that our bathroom was still dirty and a dirty towel was left on top of our clothes. Someone from housekeeping had deliberately tried to destroy our clothes by putting a white dirty towel that had a strong chemical smell on top of our laundry. Both me and my wife feel that the hotel stole our vacation to *********. I thought after Covid that this hotel would be better and cleaner but I was wrong.

  Business response

  05/14/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

  Customer response

  05/15/2024

   
  Complaint: 21692508
  
  I am rejecting this response because Excalibur Hotel refused to compensate me for our hotel stay. We stayed with them for 3 nights and the last night the housekeeping put a dirty towel with a chemical smell on top of our clothes. I believe the housekeeping staff did it deliberately to send us a message about us complaining to management about them not cleaning our bathroom. Housekeeping never cleaned our bathroom properly with hair on the shower doors and stains on the toilet seat. We are heartbroken and sad that we had to spend each day speaking to a manager at the hotel and the issue never got resolved. They only gave us a free buffet and took off the resort fees of our stay but they completely ruined and stole away our trip to *********. Instead, our free time was spent speaking to management staff and over the phone with Trip.com to voice our complaint about our horrible stay. We couldn't go see shows or spend time on the *************** because we were always on the phone or in the hotel trying to resolve the issues with housekeeping. We feel that we were treated very awful by housekeeping and the last day set us off with a dirty towel deliberately left on our clothes. Never have we been to a hotel where housekeeping refused to do the work. This hotel completely destroyed our time in *********. Why weren't the managers directly involved in supervising housekeeping as promised? We spoke to 3 direct managers in the front desk with no accountability. 
  
  Sincerely,
  
  *************************

  Business response

  05/21/2024

  Dear Valued Guest, 

  We have contacted you directly via email.

   

  Sincerely, 

  Guest Experience 

  Customer response

  05/21/2024

  Please close this complaint with me not satisfied with the response of Excalibur Hotel. I will make a complaint to MGM Resorts since they are the company responsible for managing and supervising this property. Excalibur emailed me saying ""Thank you for your response. We sincerely apologize that your vacation did not go as planned due to the cleanliness issues you encountered in your room. As previously stated, your feedback has been shared with the appropriate department leaders four further review and to be addressed internally. 
  
  Due to your reservation being booked through a third party, we are unable to offer any further refund as the funds for the cost of your room were paid to a third party and all funds that were owed to the hotel directly were removed during your stay. If you wish to seek additional compensation for your stay, the third party you booked through will have to be contacted and the request submitted to them. We truly apologize for any inconvenience.""
  
  I responded to Excalibur Hotel with an email ""Dear *****,
  
  We will never forget what happened at your hotel. We will forward our complaint to higher management at *********** since your hotel did this. I will accept your apology but will close out the BBB report as dissatisfied with your response. ""

   

  Please close this complaint even though my matter was not resolved and my dissatisfaction with their service. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business charged my credit card for my stay at the hotel before my arrival. Then placed a $200 hold on my card upon arrival. After check out I was refunded my $200. The next day I was charged $158 (front desk).

  Business response

  02/21/2024

  Dear Valued Guest, 

  We sincerely regret you were not informed of the daily resort fee when booking your reservation through a third party. All MGM Resorts properties charge a daily resort fee and the cost varies by property.

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/7/2024-1/9/2014 my husband ******************************* had a reservation at the Excalibur in ********* room ***** . He was unaware that the toilet was clogged and it started to over flow the water reached the carpet he called the front desk and they went to the room "fixed the problem" and placed towels everywhere this caused my sons shoes to get soaked and ruined from the toilet water. He only took one pair of shoes and could not purchase another pair. The toilet was not fixed and started to over flow again and my husband and to go down stairs to use the restroom he wasn't given another room. My husband and son had to turn off the water for the toilet. This was supposed to be a relaxing trip for my son's birthday after the Raider game and it turned out to be a horrible experience. We would like to be reimbursed for the room stay and for my son's shoes that I bought him for that trip

  Business response

  01/15/2024

  Dear Valued Guest, 

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

   

  Sincerely, 

  Guest Experience 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  While checking in to the Excalibur I had to pay additional money for incidentals, this *** was a hold, this was in addition to the $35. per for , incidentals as well. We checked in on 6 Dec 23 and checked out on 9 Dec 23 at 03:00 These were the dates we reserved and paid for in advance. Our credit card was charged and additional $80. Checked the online invoice it stated because of an early checkout we were charged $100 + tax . Saying we checked out on 08 Dec 23. The customer service is not responding so this can be taken care of.

  Business response

  12/22/2023

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely,

  Guest Experience 

  Customer response

  01/04/2024

   
  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,
  
  ******* ***************************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged for self parking when I used valet and Im also being charged for 3 days of refrigerator rental when I had it for 2 days. I was supposed to have the fridge for 3 days but had to call the day after our arrival for them to bring it to us. We arrived 9/5 and checked out 9/8, the fridge was brought to our room the morning of 9/6 after I called asking about it. I didnt know this until I got the receipt that they keep submitting to the credit card company when I dispute the amount Im being wrongly charged. That is causing the credit card company to recharge me the disputed amount. I have disputed the charges twice with the same result. I have tried calling them and messaging them and never get a response.

  Business response

  11/15/2023

  Dear Valued Guest,

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed from August 28 to September 7, 2023. (Room *****). When I arrived, the debit card was debited 350 euros (I don't know the equivalent in dollars) for the deposit.On September 4, a new debit of ****** euros (214 dollars) was taken from my card.And finally this day September 10 ******* was taken back on my card!Please proceed with the cancellation of the deposit, and send me my invoice by return mail.Sincerely, Attached you will find screenshots of your unjustified debits. ***************************

  Customer response

  09/26/2023

  Hello,

  I would like to know if you have a way to restart my request. My bank account is going to be blocked because I have hotel debits that continue to arrive. I sent emails to various ************ (*** ************************** relations/*********************************************/********************** vip lounge) absolutely no one answered me. It is unacceptable to leave customers in this situation. In addition, the *** rewards application has still been down for weeks. What to do? Do you have any advice?

  Sincerely ,

  ****************************;

  Business response

  10/06/2023

  Charges discrepancy is being reviewed.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I checked into Excalibur in not to find the doors not working, elevators temporarily down. I was told by a guard to stay away from slots and informed they wont cash me out. Due to lack of security and guidelines I am demanding a refund. 09/12/2023

  Business response

  10/06/2023

  Excalibur Reservation system was not able to locate a reservation for *********************.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 5th while staying at the Excalibur I was returning from my room an Hispanic Female Housekeeper was in my Room on the 28th Floor Room *********************************************************************************************************************************** the room she grabbed my card key without my permission and than ran to use the phone. Immediately I felt Racial Prejudice and called the manager **** exploded everything that occurred where it was offered to me $100 Food Compensation for the neglect however to me the $100 or $150 in food for the insult and embarrassment I received was truly irreplaceable and insufficient and did not utilize it at all. I am a 60 year old African American Woman and to be degraded as such is outrageously rude. Than on September 6th I was gambling in the casino from **** to around **** I asked two servers for ****** Lite while playing the game Gold Fish the first server was African American the second was a Blonde Caucasian neither one bought me any drink of any kind another Racial Prejudice to African American Woman.

  Business response

  10/06/2023

  Housekeeping staff have been made aware to investigate and address the staff assigned to the room that the guest occupied during her stay.  Such behavior noted by the ***************************** is unacceptable and not tolerated.  A gesture of goodwill was offered at the time the concern was reported.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  8/20/23 I celebrated my sons birthday at the Excalibur Hotel. The first issue which I don't feel was really resolved was with the check-in and the app. I booked the room the night before and it was giving me an option to upgrade for being a rewards member to the king suite but when i tried processing it the system would not take my card and kept declining the transaction. I called in to customer service and she notified me the app does sometimes glitch because they are doing upgrades and I was ok to check in at the desk instead of getting the room key through the app because of this error and my card would for sure work at the desk ( The app gave me the option to check in at 9am with the early check-in rate I selected) I headed to the hotel to check-in around 9am there was no wait and i approached the desk agent who informed me i couldnt check in yet. We had a back and forth about 10 minutes with her telling me early check in is not until 11am even after i stressed to her the app showed i could check in at 9. I also informed her of the conversation with the phone rep and she still didn't care. I had to pretty much beg for her to check my reservation and when she pulled it up there was actually a room assigned and i was able to check-in. this could have all been avoided had she checked in the first place. The whole argument caused me to forget to let her know i wanted to get the upgraded room i was offered in the app that I couldn't add because of the glitch. So i called down and asked for a supervisor. the agent i talked to offered a 50 room credit and had a supervisor call me back but couldn't upgrade the room. i feel this person was NOT a supervisor. she was actively helping guests while i expressed how dissatisfied i already was with the service. She was nice however i feel she definitely did not handle this as a complaint o professionally and On top of everything i just noticed on my final invoice that i was charged even though they gave me a 50 credit

  Business response

  08/29/2023

  Dear valued guest,  

  We have contacted you directly via Email. We look forward to your response. 
  

  
  Sincerely, 

  Guest Experience

  Customer response

  08/30/2023

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

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased the Excalibur souvenir drink on 6/10. We were told by the bar tender that it worked at all bars in the Excalibur hotel. We checked the several times with him before purchasing. We the had several bartenders deny us refills on the cups and were charged full price. We were lied to and manipulated by the bartenders.

  Business response

  06/29/2023

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

*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. ↩