ComplaintsforExcalibur Hotel & Casino

• Initial Complaint

  10/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 09/17/21; my daughter & 2 grandaughters went to Vegas forconcert and stayed at Excalibur hotel. On 08/16/2021,daughter booked the hotel on ********* via ****** for Aprox $400 / 2 nights. On night of 09/17/21 early morning about 12:30 am 9/18/21 a strange man began banging on our door trying to get in. We were on the 29th floor room ***** I believe. Management was called, police called. Nobody came (Police were cancelled by hotel) security did not arrive til 20 min later. He apologized,promised refund Most let the man into our room. Mgr. told us on phone both room would be computed for the horrific experience. My granddaughters were terrified and in tears, they wanted to go home that night. We live in **. I asked management to move us to 1st floor. The following day we stayed for our second concert ,that night a loud alarm began ringing in our room, over and over. Called the front desk who did nothing. Alarm continued 15 min, called Kevin, mgr.on 9/22

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2021/10/15) */ Excalibur Security responded to a call for room ***** regarding a banging on her door as the guest was not expecting any visitor. Security Officer found a another guest from room ***** by Ms. ******* room who was confused on what tower he was at. Security Officer then informed the confused guest that he was in the wrong tower in pointed him into the right direction of his tower. Front Desk Manager approved a room changed For Ms. ****** request to be on the first floor due to the disturbance. Consumer Response /* (3000, 7, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Police were called SEVERAL times as was security. Said guest continued to pound on our door for 20 min! Police said they arrived at hotel but were sent home by security. My family were traumatized, and did not want to stay another night. I asked to be moved to the first floor because it was too late to drive back to **********. The mgr. called us and said both nights would be comped. They were not. The following night we were awakened by an alarm both speaking and ringing every few minutes. Fire alarm in the room or the Hotel??? Front desk was aware but did nothing. It continued for 20 min. Went off then on again!! Never had that happen at a hotel before. Very disrupting. When I got home, I spoke to Kevin, mgr. who informed me that that was not right and I would get my rooms comped for such a horrible and terrifying experience. We did not deserve that treatment. Other Hotels would do the right thing and compensate their guests including TWO CHILDREN for not keeping us safe. I feel if this guy had been black or Hispanic, he would have been treated differently. This is so wrong Business Response /* (4000, 9, 2021/10/20) */ Upon further discussion with our Security team, we have been granted to process a refund for the two nights, refund request is being processed with the Reservations team. Consumer Response /* (2000, 11, 2021/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is the right and ethical thing to do. Should bot have ever happenef and hope it doesnt happen to othetd. Also it was through ********* through ******. Thankyou Consumer Response /* (4200, 16, 2021/10/29) */ The hotel has still NOT given me my refund! Business Response /* (4000, 18, 2021/11/03) */ We apologize the refund has not come thru, we are working and following up with the Reservations Team to ensure the refund is processed ASAP. Consumer Response /* (4200, 20, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want my refund ASAP. I don't understand why it's taking so long.

• Initial Complaint

  09/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While staying at the hotel a verbal n hopefully noted complaint was made regarding my room being non pleasant as the room clearly was a non smoking room that smelled and had clear evidence of illegal drugs residue left all over the couches, A refund was mentioned along with a credit to utilize on food, it's going on two weeks and I see no refund I would like this to be handled at the lowest level but I've seen nothing reflecting in my account please assist. If no refund then I would like an equivalent complimentary stay in the future for the three days spent..

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2021/10/04) */ Good afternoon Mr. *********, Thank you for reaching out, and our apologies for the inconveniences you encountered during your stay. It is disheartening to hear about your experience. It is always a source of genuine concern to us when anything disrupts our guests' stay and we regret these irregularities for they misrepresent our commitment to providing the highest quality of service. These are not examples of the high standards we seek to provide, and you will be pleased to know that we have forwarded your comments to the appropriate departments in an effort to make improvements for the future. As a gesture of recovery, our team has waived the three (3) nights of resort fees from your reservation due to the issues you encountered and the service you received. Your credit card on file has been refunded the amount of $119.04. Once again, our apologies for the inconveniences. Kind regards, Excalibur Guest Experience

• Initial Complaint

  09/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 2, 2021 I checked into my room at the Excalibur and when we pulled the blanket back there was a brown stain. I called the front desk to have someone fix the issue, but it took 30 minutes for someone to come. I feel like the beds weren't even cleaned in between customers

  Business response

  03/18/2022

  Business Response /* (1000, 5, 2021/09/15) */ Good afternoon, Thank you for reaching out, and our apologies for the inconveniences you encountered during your stay. It is disheartening to hear about your experience. It is always a source of genuine concern to us when anything disrupts our guests' stay and we regret these irregularities for they misrepresent our commitment to providing the highest quality of service. These are not examples of the high standards we seek to provide, and you will be pleased to know that we have forwarded your comments to the appropriate departments in an effort to make improvements for the future. As a gesture of recovery, our team has waived the resort fees from your reservation due to the issues you encountered and the service you received. Your credit card on file has been refunded the amount of $119.04. Once again, our apologies for the inconveniences. Kind regards, Excalibur Guest Experience Consumer Response /* (2000, 7, 2021/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) It solves the issues that I had

• Initial Complaint

  08/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We checked into the hotel and was asked if we wanted to add parking onto the bill we said yes...we went to the buffet to eat and was charged twice on our card when asked about it was told one charge would just drop off it never did...when we went to leave the room key didn't work to let us out of parking..tried using the phone thing to talk to someone ..nothing..so we had to use our cc to get out of parking when we already paid for it...would like to be reimbursed for extra charges on our credit card

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2021/08/27) */ Good afternoon Mr. ********, Thank you for reaching out, and my apologies for the inconveniences you encountered during your stay. It is disheartening to hear about your experience. It is always a source of genuine concern to us when anything disrupts our guests' stay and we regret these irregularities for they misrepresent our commitment to providing the highest quality of service. These are not examples of the high standards we seek to provide, and you will be pleased to know that we have forwarded your comments to the appropriate departments in an effort to make improvements for the future. As a gesture of recovery - our team has waived the two (2) nights of resort fees and parking charges from your reservation due to the issues you encountered. Your credit card on file has been refunded the amount of $109.36. Once again, my apologies for the inconveniences. Kind regards, Excalibur Guest Experience Consumer Response /* (2000, 7, 2021/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you ...this is a fair settlement

• Initial Complaint

  07/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked my stay from july24-31 2021 in the royal tower and when I got here my room had no towels and one of the house keepers said it was due to everyone calling off the night before we checked in so we had to get towels from her... for the first 2 days we was only getting big towels no face towels because their weren't any available at the time and also there is a smell outside the casino entrance which is the side my room is in that literally was making me sick especially with the heat and my toilet flushes really slow barely flushing at all

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2021/08/03) */ Good afternoon Ms. *****, Thank you for reaching out, and my apologies for the inconveniences you encountered during your stay. It is disheartening to hear about your experience. It is always a source of genuine concern to us when anything disrupts our guests' stay and we regret these irregularities for they misrepresent our commitment to providing the highest quality of service. These are not examples of the high standards we seek to provide, and you will be pleased to know that we have forwarded your comments to the appropriate departments in an effort to make improvements for the future. As a gesture of recovery, we have waived an additional two (2) nights of resort fees from your reservation due to the issues you encountered. Your credit card on file has been refunded the amount of $79.36. Once again, my apologies for the inconveniences. Kind regards, Excalibur Guest Experience Consumer Response /* (3000, 7, 2021/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to deal with these things the whole 7 days Business Response /* (4000, 9, 2021/08/11) */ Good afternoon M. *****, Thank you for following up, and once again our apologies for the inconveniences you encountered during your stay. As an additional gesture, our team has waived the remaining resort fees on your reservation. Your credit card has been refunded the additional amount of $79.36. Once again, our apologies. Kind regards, Excalibur Guest Experience

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