ComplaintsforExcalibur Hotel & Casino

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 response

  Business 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

  More info

  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

• Initial Complaint

  11/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid in advance for a hotel room on the 21st of October. They place a hold on my credit card for ******. When I checked out the following day I was charged *****. That posted to my account on the 24th. I still have a pending charge listed on my credit card for ******. I have called my credit card company and they stated that Excalibur has to remove the charge of ******. Excalibur states that they removed it and it is a problem with my credit card. I just want the pending amount of ****** removed from my credit card. I have called Excalibur several times regarding this amount and still get told the same thing. I have a pending hold on my account for ****** that has not been cleared!

  Business response

  11/11/2022

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I stayed at the Excalibur Hotel for three nights from 8/15/2022 & checked out 8/19/2022 at 4 am. I was told their was a $50.00 a day hold for incidentals. The hold put on my card was for $230.00, which is more than $50.00 per day. The money has not been released yet. My sheets where dirty when I pulled them back, and I thought it was my own makeup, but I washed my face. After reading other reviews, I am sure my bed was not changed properly. I got into the other bed, because the sheets where not appealing on the first bed.

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/08/24) */ Dear Valued Guest, We have contacted you directly via email. Sincerely, Guest Experience Consumer Response /* (3000, 8, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing that I had a issue with was addressed or resolved. It was take their email response and be happy with that.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a reservation for a day bed at the Excalibur pool on 07/05/22. When I made the reservation, I was charged $175.00 for the entire day use. I read the cancellation policy and understood it as I must cancel 24 hours in advance to receive a full refund. I called to cancel at 7:55am on 07/04/22, as I was not feeling well. The young gal told me that she was sorry that I wasn't feeling well and she would cancel my reservation. She then told me that it was cancelled and my card would be credited for the full amount in 3-10 business days. I thanked her and hung up. I then made another call and spoke with Ingrid on 07/13/22 and she took my name and number and let me know that she will give it to her Supervisor and ask them to call me. I still haven't heard from anyone (07/18/22). I then called Excalibur and asked to speak with the pool Supervisor, I was connected to another young sounding female who told me that he are waiting for a decision from ******* (3rd party). I then emailed ******* and they explained to me that the Venue Management (Excalibur) is the one who makes the decision of a refund or not. I am getting the run around and just want my money back. I cancelled my reservation within the timeframe and they are ignoring my requests. Please help!

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/22) */ Dear Valued Guest, We have contacted you directly. Sincerely, Excalibur Guest Experience Consumer Response /* (3000, 7, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have done as you have asked and emailed guest relations with no response. I have been a loyal MGM Rewards member for YEARS (Mlife included), and to leave me hanging without a response is utterly amazing. I am no longer interested in a refund, as I will no longer be a patron at your establishment. You have lost a couple of loyal members thanks to this decision you have made to ignore my requests. Thank you, ****** ******** Business Response /* (4000, 9, 2022/08/04) */ Dear Valued Guest, We have contacted you once more via email. Sincerely, Guest Experience Consumer Response /* (2000, 11, 2022/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was issued a full "one time only" refund.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The front desk informed me that a refundable deposit would be taken from my credit card and subsequently returned back within a few weeks. However, my credit card was charged twice and the deposit was never returned, even though I followed all the procedures, checked out on time, and left everything in a good condition. I requested for a detailed breakdown of my charges and a confirmation date when the refundable deposit would be credited back to my card, but Excalibur is not responding back. Please help. Thank you in advance

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/07/07) */ Dear Valued Guest, We have contacted you directly via email. Sincerely, Guest Experience Consumer Response /* (2000, 7, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much to BBB Better Business Bureau!! The hotel ignored all my emails (3 different email addresses) including the ones sent to loyalty card holders. It if was not for BBB's hands, I would have still been left in the dark. They sent me an attachment which does not open, but I will request for it to be sent in a readable format. Thank you once again to Better Business Bureau Consumer Response /* (3000, 12, 2022/08/17) */ ***Document Attached*** Apologies, the case has not been completed as Excalibur promised to refund me, but I still do not see any credit on my statement. My emails are being ignored again, after I closed this case. Attached is the invoice. Obviously, these are fraudulent charges by inside staff, amounting to $50. After checking out, the last 3 transactions were charged, even though I left Las Vegas. It is unsettling to know that Excalibur staff would target out of State tourists, assuming they do not check their bills. For proof, I have receipts showing that I dined at the neighboring hotel for their buffet. Your kind intervention is highly appreciated as this is 100% fraud. It was harder to prove without the invoice, but this also shows my exit time at Excalibur's parking gate. Look forward to your kind response. Thank you, ***** Business Response /* (4000, 14, 2022/08/24) */ Dear Valued Guest, We have contacted you again via email with a resolution. Sincerely, Guest Experience Consumer Response /* (2000, 16, 2022/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution as the amount was credited back to my credit card. I thank BBB and their quick intervention as I had a very hard time initially dealing with Excalibur myself, but BBB helped escalate and prompt action was taken. Thank you very much!!

• Initial Complaint

  06/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked June 7-10 at Excalibur hotel and Casino I had 4 days on comp but they said 10th was a black out day and before check out go and extend for a discounted rate we ate at Dickies then went to the room there were roaches in plain site so we went to the talk to someone and was told the manager was gone come back in morning so we went and stayed at MGM Park on June 7 on June 8 returned to talk with someone we were kinda just left setting around security even tried to help by trying to contact the manager and couldn't get a response ruffly almost 1 1/2 to 2hours no one showed up to speak with us the security guard apologized for are long wait she said it was ridiculous and gave me & my guest a 100 dollar comp for us to eat finally they issued us a different room but we never got to speak to a manager so on June 10 before check out I went to the front desk so we could use are mlife rewards or my wife's comps or discounts to extend the room for 1 day When I got up there I explained that I was gonna extend the room and about the discount and comp but I asked if a manager was available to speak to when she came I told her about my inconvenience of having to stay at a different hotel my 1st night in Vegas because of unsanitary reasons (Roaches)and not having enough staff to speak to or help with concerns and the waste of time I spent waiting for someone to come see the bugs n issue another room she got a attitude she was really snotty with me because I felt the extension of the room should have been comp do to me not being able to stay in the room on June 7 instead she said I'm not gonna keep complaining about the same thing we offered you a new room n comp you food I told her she didn't comp me anything security did because of how long we set and waited for help so she made me pay 184.00 to extend the room I feel she over charged because we complained about the infestation me n my wife had room comps n discounts she didn't care to look refund resort n all fees for 7-10

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/06/15) */ Dear Valued Guest, We have contacted you directly via email. We look forward to your response. Sincerely, Guest Experience

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction: 28th *** 2022 Amount: $332.72 We booked a stay at Excalibur Hotel and Casino from 25th *** - 28th *** 2022. We checked in at the hotel at around 9pm on 25th May. The first room they gave us had intense cigarette smoke smell (all hotel rooms are supposedly non smoke rooms) as soon as we entered it. Had to go down to the front desk and asked for a different room. Not only did the room smell of smoke, the floor corridors, stairs and elevators smelled heavily of smoke too. The second room we got had not been cleaned properly (previous customer's item was found under the air conditioner) and the sink in the bathroom was clogged and there was no drain plug (Attached pictures). Again went to the front desk for change in room at around 10 am on 26th May. The front desk employee (Ms. L****) asked us to wait until noon to get us a similar room. We went back to the room (with clogged sink) to collect our luggage and the room key didn't work (she gave us the wrong key). Finally got into the room and collected our luggage. While doing so, a maintenance worker came to fix the sink and it clogged even more with dirty black sewage water coming in from the drain. Not able to bear the sight and smell, we went to front desk again to get a new room at around 11.45 am on 26th May. I expected a better service from a renowned hotel like Excalibur, for the price I paid. This was the worst hotel experience I have ever had. From incompetent staff to extremely bad living conditions in the room and hotel, the experience was a huge disappointment.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/06/03) */ Dear Valued Guest, We have contacted you directly via email. We look forward to your response. Sincerely, Guest Experience Consumer Response /* (2000, 7, 2022/06/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Acceptable adjustment of charges.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Greetings, I am reaching out due to the credit hold during my stay in April 2022 that is still not appearing as a credit on my account. I stayed at the Excalibur back in April at the beginning. Original reservation was made for 4/8-4/12 which was made back in March via ********* however, I later extended my stay and booked 4/6-4/7 via ********* and then 4/7-4/8 via *******. Later during my stay I reserved another room for my sister under my name for the dates of 4/10-4/12 via *********. These were the charges appearing on my bank account: 4/8 $39.68 4/8 $173.72 4/10 $39.68 4/14 $79.36 4/14 $173.72 As of now, I've gotten a "reimbursement" for the amount of $173.72 on 5/5. All reservations were made under my name ************. I've attempted to get a hold of someone over the phone and no one seems to be able to help. I'm on long waits on the phone, being transferred multiple times and finally I've emailed twice and no one has responded.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/19) */ Dear Valued Guest, We have contacted your directly via email. Sincerely, Guest Experience Consumer Response /* (2000, 7, 2022/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The detailed explanation now makes sense. I used the automated system to check out and it didn't provide me a receipt at the time of check out nor did it give me a total of charges. I thought that had been paid through the 3rd parties. Thanks for the intervention. As soon as it was filed I heard back from someone.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was overcharged for valet parking. The machine to pay was not printing receipts. I told the attendant he made me pay twice. I've been calling with no response

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/05/10) */ Dear Valued Guest, We have contacted you directly via email. We look forward to your response. Sincerely, Guest Experience Consumer Response /* (2000, 7, 2022/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received an email and they are going to return my money. Thank you BBB. I always have a positive outcome when I contact you.

*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. ↩