ComplaintsforExcalibur Hotel & Casino
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Complaint Details
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Initial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I stayed at the Excalibur hotel and was attacked by bedbugs and have bites all over my arms , legs and hands I've contacted the hotel several times only getting the run around and being put off and insulted and referred to other departments ect.Business response
06/09/2023
Dear Valued Guest,
It appears this matter was resolved the day after your claim was filed. Please advise if this is correct.
Sincerely,
Guest Experience
Initial Complaint
05/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
One of Excalibur guests left my bag at the bell desk with the name D on it. I came to retrieve it and staff wouldnt give it to me! Said security had to come. Im waiting and waiting and then I go to the front desk to ask for more help! Manager told me to stop recording! I asked if I should call the police! I then called my sister on FaceTime because they still wouldnt give me my bag. She had to again like I told them explain what was in the bag. CLOTHES and Makeup. The security guard asked if the bag had shoes in it and what kind! So rude and unprofessional! Then ur staff searched my bag with out me seeing it. This is unlawful. Im a disabled veteran and in no way should have been treated this way! Took over hour to get back my bag. I have a video of myself with the bag in a private cabana on Excalibur property! Yes VIP. I was discriminated and I literally went to my hotel and had a panic attack.Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We are formally lodging a complaint against the Excalibur Hotel and Casino for the way we have been treated subsequent to the theft of our business laptop from our room (*****) during the latter part of our extended stay at your hotel.The facts are as follows :Security was called on the 20/4/23 (***) when it was noticed that our business lap topwas missing from our room *****(it being left on the right side bedroom table where we had been sending work emails)A thorough search of the room was completed in the presence of your Head Of Security who also took photographs of the whole room at that time including the safe and the bedside tables. My wife even took out the felt base of the safe to make sure she had left no jewellry. The safe was EMPTY A security report and online LVPD Grand Larceny report were completed in the presence of your Head of Security and a subsequent confirmed Grand Larceny Crime Number was confirmed by LVPD as above.(Report attached).On the 25/4/23(4 DAYS LATER) we received a series of emails from your Lost and Found department(emails attached) advising that the lap tophad been found by housekeeping in the previously empty safe and after other guests had stayed in the room!! This is simpy impossible and it is clear the lap ****** been placed back in the room as a result of the investigation by security.In effect, you are calling ** liars, which is simply unacceptable. You ask ** and LVPD to believe that after the room was fully searched(including the safe) in the presence of your security that the lap topmiraculously appears again 4 days later in a safe that was completely empty and was never placed in there in the first place? At best the excuse from housekeeping is fanciful and at worst absolutely ridiculous and laughable. We have not even received a copy of the security investigation report we were promised. Room ***** Stay dates 4/4/23 - 21/4/23 Booking References : M07D34F91/M07DFADF1/M07E4DOC1/M07E8D831 Ref Number : LLV230499999292Initial Complaint
04/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Im staying in room ***** My stay was 4/24 to 4/26 I called the front desk to complain it's in possible to sleep this room is right against the elevator. All you hear is this loud elevator noises all day all night.I was unable to sleep w this constant noise.The front desk just said sorry, will look into fixing the nosie... How do you fix the nosies??It would of been nice if you offered to change my room or return some of my money for be able to sleep here and spray for the 2 Roches I saw in the bathroom. For not sleepingInitial Complaint
04/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I stayed at the Excalibur Hotel in ********* from 3/9/23-3/12/23. During regular housekeeping, a dental device that I use to prevent sleep apnea was removed from my guest room bathroom. This device cost $2800 and is medically necessary to keep me breathing throughout my sleep. I immediately called housekeeping, spoke with a manager and was told they would speak to the staff and search the laundry. When I heard nothing back, I filed a report with the hotel police and was told it would be investigated. I heard nothing back. I contacted hotel security several times begging them to either check their facilities or give me access to do so but had no luck. I spoke to a hotel manage as I was checking out who took my information and assured me that someone would contact me within a week. I received no call.I have emailed and called this same hotel manager and haven't received any response.Business response
04/12/2023
Dear Valued Guest,
We have been in contact with you directly.
Sincerely,
Excalibur Hotel & Casino
Customer response
04/12/2023
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
03/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Friday 3/10 we arrived early to check in and checked our bags with the bell desk til our room was ready. That evening I called down as instructed to have our bags delivered to the room. Later when we returned to the room no bags called down again they were sorry they thought they were already delivered. No they were not. Saturday morning went down myself and they could not find the bags. Had to go buy clothes and toiletries also had to check out to go back to CA to get our medication. Have called three times in the past week also given the run around, someone will call you back or we are still looking for them. This needs to be resolved today!!! I am sick of the run around. I still have the tag it is EXP-*******Business response
03/20/2023
Dear Valued Guest,
Our ******************** has contacted you directly.
Kind Regards,
Guest Experience
Initial Complaint
02/28/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently stayed at Excalibur. My reservation was from 2/18/23 through 2/23/23. When we tried to check in, we were told that the hotel was overbooked. They moved us to the ********* for the evening. It took us 3 additional hours to check in. The problem was that I worked all of 2/19/23 and was unavailable to check out of the ********* and into the Excalibur until late evening on 2/19/23. Therefore the rest of my family was stranded while I working. It took several phone calls during my breaks in order to speak with a manager. As a consolation for our inconvenience, we were given $150 in food credit. When we tried to redeem this, we were told that the credits were used at ****'s restaurant: $92.12 in credits with $20 charged directly to the room. The person taking payment at the restaurant was named *****************************. When I spoke with the manager of Excalibur, *************************, he said that they are not affiliated with the restaurant and that we would need to speak directly to the restaurant manager. ( Despite the fact that they allow patrons to apply charges to their rooms). Excalibur was happy to allow me to pay for fraudulent charges up to that point. I spoke with ***********************************. (the acting manager at ****'s) who told me that she did not know how that could happen. She said that she checked the video surveillance but that it was not clear who charged our room. She said that the employees are supposed to ask for ID. I explained that if they checked ID, this should not have happened. She said that she agreed. She then again said she did not know and did not offer to do any further investigation. She said that maybe the staff just wasn't paying attention and again, she did not know. She seemed perplexed as to why I was concerned since they refunded the points and the 20 dollar charge. I explained that I am worried about the compromise of my identity and that I would like someone to take accountability for this. She gave us a blank look and then walked away. I have never had such trouble and have never had to deal with fraudulent charges prior to my stay at Excalibur. Management was absolutely apathetic and unhelpful. I felt lied to and completely disrespected.Business response
03/09/2023
Dear Valued Guest,
We have contacted you directly via email.
Sincerely,
Guest Experience
Initial Complaint
02/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
this was the worst experience , the first room they offered , smelled like meadow,, the toilet was dirty , very hot musty room , dirty floors stains on floor . they second room dark not good lightening same thing meadow , no microwave or frig in room never been to hotel ***** and they didnt offer this , the shower was in the same conditions ****************** still had stains on floor red , couldnt take off shoes , temp couldnt control . if it wasnt for my daughter cheer competition i would have been on next flight home . Money well wasted . Payed for parking key never work to get out parking one time we waited for 15 minutes to exit parking . this experience made me never want to come back to Vegas . Dates stayed at hotel February 18-21,2023Business response
02/21/2023
Dear Valued Guest,
We have contacted you directly via email.
Sincerely,
Guest Experience
Initial Complaint
02/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 responseBusiness response
02/23/2023
Dear Valued Guest,
We have contacted you directly via email.
Sincerely,
Guest Experience
Initial Complaint
11/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made the poor judgement of visiting an MGM resort .despite all the reviews advising me not to. This visit occurred on 11/08 and I was fortunate to limit my damage to one night. My complaint is more or less concentrated on their hotel deposit policy and their clear lack of releasing the funds long after check-out. This is despite MGM having no issues charging you a separate transaction for their resort fee and processing basically every single transaction, except the incidentals deposit. While it states that they have **** days to release funds doesnt give them the right to basically hold our funds for no reason, while letting other charges process after the fact. I will never utilize a MGM resort while visiting ***** again and you can bet your bottom line, I will vocalize my objection to convene any work functions in any MGM owned citing this experience.Business response
11/14/2022
Dear Valued Guest,
We have contacted you directly via email.
Sincerely,
Guest Experience
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Contact Information
Customer Complaints Summary
50 total complaints in the last 3 years.
10 complaints closed in the last 12 months.