ComplaintsforLuxor Hotel & Casino

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked with Luxor 4/26/2024 a tower elite suite 2 bedroom the dates was from 6/22 to 6/26 when i was trying to pay my remanding balance the app wouldnt let me so I called the front desk and they said it was a glitch . So I ask if they could put a not on my account I arrive at 8pm . I got there earlier which check in is at 3 I got there at ********************************************************************************************************************************************************************************* ********. I was advised they needed a hour to clean the room . So I ask the women could I pay she said no I need to wait a hour . So I keep my card lock until Im ready to pay . As soon as left she tried to run my card to where it declined I hurry back the next lady allowed me to pay and said it was only half clean to go to the suite and come back in a hour to get the connector room key when entering the room the tv was mounted on the wall with the cable box dangling to where it look like it was pull fowjnsonehenno check it they could keep the deposit food left in refrigerator they treated me so poorly and the accommodation was a food voucher to where I still had to use money to use it I should have got a night free due to waiting till almost ***************************************************************************** feel uncomfortable to where I want be returning to Luxor ever again

  Business response

  06/27/2024

  Hello ****************,

  We were sorry to learn that your recent visit was less than exceptional due to the delay you experienced in having your guest room prepared for you, along with the poor condition of the suite upon your arrival. This is certainly not reflective of the level of service we aim to provide our valued guests with, and we sincerely apologize for these challenges. As a gesture of goodwill, we are happy to remove all four nights of the resort fee and have processed a refund in the amount of $167.80 to the credit card associated with your reservation. This refund should reflect on your account within the next 7 - 10 business days, depending on your financial institutions processing times.

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  06/27/2024

   
  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,
  
  ***********************

  Customer response

  06/28/2024

  I read what the response was wrong they ended up giving me the money back and then taking it I thought they gave me back half the money they didnt Im no satisfied 

  Customer response

  06/28/2024

  I clicked satisfies because I thought they released the money back but they came back and took it today so Im not satisfied this is to much they new what they was doing I shouldMy have click that not knowing they wasnt doing  a good thing 

  Business response

  06/28/2024

  Hello ****************,

  Are you please able to provide verification that funds have been taken from your account again? There is no record on our end of any additional charges, just the refund of $167.80 we processed on June 27.

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  06/28/2024

   
  Complaint: 21903737
  
  I am rejecting this response because: when I check my account the money was pending after I submitted what happen and said I would accept I didnt read it correctly I asked for a refund so o assume thats why the ***** was returned but I check my account this morning and it was withdrawn again the same thing happen when the lady said I couldnt pay waited till I walked off to charge my card the resort fee is not worth all I was put through and how things was set up to look like I messed up the suite before I was even allowed in this is not   fair I would of understood if you guys offered half refund but yet again you guys  offering my bare minimum I added a picture of after I check out it was took out after it was returned and I should of been compensated because false advertising check in 3 or 4 I didnt get check in till 10pm 

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

  Business response

  07/02/2024

  Hello ****************,

  We have been unable to locate any additional charges made to your card on file, so if there are irregularities on the pending charges, we recommend reaching out to your financial institutions directly. We will not be able to offer any additional compensation outside of the resort fee, which has already been refunded to your card.

  Thank you,

  Luxor Hotel and Casino 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with Luxor this past week on June ***** 2024, was definitely one for the books. On Sunday June 16 we called housekeeping services to come clean our room because we needed new sheets and towels. So we left the room to walk around ********* and upon our arrival back the room was NOT cleaned. We stayed in the room for five minutes to retrieve some items and left again this time for about three hours. As we returned, we are yet again with the room NOT BEING CLEANED. So I called down to the front desk explained the story to a lady and was told I was getting transfer to management in which the call got disconnected. I then call for the second time to be put on hold for 15 minutes for a manager to not come to the phone. Then my girlfriend called for the third just to explain the story again to another lady then got put on hold again just to explain the story to another individual that was not the manager. Finally, we just got so frustrated so we went down stairs to explain the story to ***** the manager. After walking around the Luxor and ************ properties we come back to a plastic trash bag with new towels folded up and sheets folded up to where we must make our own bed. This is absurd and disrespectful for anyone going on vacation at any hotel in the world and tell them here make your own bed. That is unacceptable behavior from any hotel and upper management need to be aware of this matter. I am not a very happy customer and something need to be done immediately about this I had to make my own bed and put new sheets on the bed and clean my own room because the trash was not even empty either. I also have pictures of everything and how the hallways look like multiple trash bags are full with towels, trash, and sheets. This is embarrassing and should never have happened. I am willing to talk to management but thinking that waiving a resort fee is going to make me happy it did not and something else needs to be done.

  Business response

  06/20/2024

  Hello ******************,

  Thank you for reaching out regarding your recent visit. We also received your email in our direct inbox. Please look for a response via that email.

   

  Thank you,

  Luxor Hotel and Casino

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used aaa at ************************************************* pa ***** to book a room for 1 night may 22 2024. The total with all known fees was ***** for the room and ***** for all the fees totaling ***** for the night and i paid it in full immediately. After checking out i found they were charging ******. 18 of this bill was for parking i had to pay for again before leaving because the card did not work. They have stopped responding to me. I just want the price adjusted to what it should have been. If they wanted 190 a night thats fine but don't tell me one price then change it after it has been paid.

  Business response

  06/17/2024

  Hello ****************,

  We were sorry to learn of the billing concerns you have encountered, and the lack of resolution provided to you. We are happy to review this matter further, but the attached images are difficult to view. Are you please able to provide a screenshot of your confirmation? Or you are welcome to forward your confirmation email to ***************************************** and we are happy to review that way as well.

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  06/18/2024

   
  Complaint: 21859215
  
  I am rejecting this response because:these are the best pictures i can get.
  
  Sincerely,
  
  *********************

  Business response

  06/19/2024

  Hello ****************,

  Regrettably, we are unable to view these pictures properly. Are you please able to forward your email confirmation to our email for further review: ****************************************** Without being able to view the full confirmation, we will be unable to assist with your request.

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  06/20/2024

  I had 14 days to respond. I responded in 1 so why is this closed? Further I sent additional pictures so unless ************************* is reviewing these pictures with ********************* don't tell me you can read them cuz I can see them perfect on a phone. Further I thought the casinos raked in tons of cash so unless I'm blind there's no reason for a bait and switch then a coverup. Lol. There's other ways . Like tell the landlord you fell down the steps to get out of paying rent. Running an extension cord to the neighbors electric socket. Or build a turkey barracks out of bamboo and raise turkey for jerky. They really are easy to care for.

  Business response

  06/21/2024

  Hello ****************,

  The pictures provided are half cut off and do not provide the information we need. Please forward your original confirmation email to us directly for our review.

   

  Thank you,

  Luxor Hotel and Casino

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were in room number 6062 at Luxor Hotel, morning of 11 June we had a call on the room phone saying there is a leak outside the room can someone come in to inspect the bathroom which we did no issues, the bathroom has no water visible leaking, evening of 11 June around 23:00 we hard a knock on the door we shouted wait and got out of bed to open the door however before we could get to the door a man wearing a navy blue shirt dark trousers with a bold head and long ***** entered our room unannounced saying he was checking for a leak, I have no issues helping maintenance but to enter our room unannounced while we were naked in bed is not what we would expect, the guy was very unfriendly saying he was doing his job, but I am sure his job is not to enter a room unannounced while guests are in bed naked, we now feel totally unsafe in your hotel and likelihood will not sleep tonight, my wife is so worried and scared I am now standing guard sitting on a chair against the door, how can this happen in such a fantastic place, let down by maintenance staff, I wonder what his motives really were, however he found us in the room and soon backtracked, BTW the Do Not Disturb sign was displayed on the door, we feel scared and violated.

  Business response

  06/14/2024

  Hello ******************,

  Thank you for taking the time to share your feedback regarding your recent stay at Luxor. We were sorry to learn of the inconveniences you encountered when a member of the engineering team entered your guest room unexpectedly. We certainly understand how this situation was unpleasant to deal with while on vacation and we sincerely apologize for the disappointment this caused to your experience. A member of the hotel operations leadership team attempted to reach you during your visit regarding this, but it seems they were unable to get in contact with you. We will be sure to share this feedback with the appropriate department heads for their review to ensure these matters are addressed directly and we are able to improve our service levels moving forward.

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  06/17/2024

   
  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

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Booked a trip. Trip was cancelled by Luxor MGM without my knowledge. I want my flight costs, Uber costs, etc. refunded.

  Business response

  06/13/2024

  Hello **************,

   

  Thank you for your feedback, and I am sorry to hear that your recent experience at our property was less than desirable. I understand how your reservation being cancelled can amount to an overall negative experience, and I apologize for any inconveniences this has caused. This feedback has been forwarded to our hotel leadership team for their review and to understand how we are able to avoid this type of experience for our future guests. I hope this experience is not indicative of the level of service that we expect and provide from our team, and again I'd like to sincerely apologize for any issues this caused during your recent trip to ********** 

   

  This is not the experience that we would like to leave our guests with, and we would like to have the opportunity to host you again here at Luxor. This time though, we would like to invite you back as our team's personal guest so that we are able to make sure your stay goes as seamless as possible. There are a few terms that come with this return stay that we are happy to go into detail about, but we would be happy to provide you with the option of staying in the same suite you had booked for your previous reservation or have an opportunity to stay in one of our equivalent Tower Suites. 

   

  If this is something that you are interested in, please email ***************************************** and we can go into further detail of this offer and how to redeem it. Thank you, **************, and we are looking forward to hearing back from you!

   

  Kind Regards,

  Luxor Guest Experience Team

  Customer response

  06/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and IF THEY ACTUALLY ARE WILLING TO DO THE THINGS THEY SAY THEY WILL DO, I find that this resolution is satisfactory to me.

  I cannot thank you enough for your follow up on my concerns. Without getting into all of it, becoming stranded in ********* with no room after 11pm was not one of the highlights of my life.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My quoted price at Luxor for the dates between 4/21/2024-4/23/2024 was at 23$ per day. But after various taxes and fees are taxed up average for day ballooned to 80+$ a day. But I see from my statement it is 248$ was charged. Although taxes and fees are reasonable if they upped the price to certain amount (up to 15-20% of original quoted price) but 80$ ballooning is a more than 300+% increase in original quote is a outlandish. I request comple refund of these day as they are bait-and-switch 1) full refund i was tricked into.2) received constant solitation e-mail to checkin by app while it is convenient, but it on the other hand assigned me worst room in 1st floor and there was no way to change through app and hotel maintenance themslves broke the peace at 430am in the morning through hammering. Going to receptionist would entirely defeat the purpose of using app at all. So tehre is an overall coordination issue that I want MGM to implement where guest can avoid less desirable rooms. 3) ADvertise their final rate of 80$ online not the initial price after bait-and-swtich manipulations.

  Business response

  05/07/2024

  Hello,

  We have reviewed your account and see that your card was authorized for $258.45 at check in for the balance of the room and the security deposit. This amount will drop off, as it was only an authorization. You were only charged $105.30 for the room rate, resort fee, self-parking (and applicable taxes). At this time, we will not be providing a refund.

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  05/08/2024

   
  Complaint: 21609292
  
  I am rejecting this response because: it says business has not responded, it is not acceptable for me so it is rejecting altogether.
  
  Sincerely,
  
  *****************************

  Customer response

  05/08/2024

  IMO, all the fees should be refunded.

  I only reserved 2 days out of my weeklong vacation because expectations were low basedon low rating of luxor.

  1st day, was woken up by hotel themselves making noise as early as 4am. I wanted to talk manager who authorized maintenance work during quiet hours but was stonewalled by employees. To add insult to injury, I was kicked out by unscrupulous security at 4am. So entire days stay should be refunded.

  2nd day: was refunded fully.

  In addition to 1st day refund, I am also claiming additional 5000$ in damage/emotional disturbance, destroying part of my vacation trip, disturbing the vacation plan by kicking me out of hotel at 5am.

  I also ask damages for 150$ for key lockout service that  I used at Luxor garage. Although Luxor is not responsible directly for it, it is the result of commotion /disturbance of my vacation that resulted me acting erratically while I was hastily leaving the hotel.

  All in all: 1st day refund + 5000$ (for destryong part of vacation and inconvenience and burden of pursuing the case, MGM management allowing maintenance work at quiet hours) + 150$ key lock out service. I am not accepting anythuing less for sure.
  

  Business response

  05/08/2024

  Hello,

  We apologize that your stay was disrupted by the maintenance work going on, however, it was your unacceptable behavior towards the front desk that led to your removal from the hotel. You spit at our front desk team twice when they were offering you a room change, which is behavior that is absolutely not tolerated by the hotel. We understand you were frustrated, but we can only assist when you too are respecting our staff. The hotel will not be providing any refunds and will not be providing damages compensation. This is the final answer from the hotel and this will be the final communication from us.

   

  Thank you,

  Luxor Hotel and Casino

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During my stay at luxor 4/21/2024-4/23/2024, in the 530am morning hours, distinct hammering noise continued being audible from room 1026. Security officer named ***** did nothing as she told me out is the maintenance workers during carpeting during wee hrs. She fwd-d me to front desk at which manager named *** sometime? Did nothing but advised me to go to maintenance manager but changed story that you can not do anything about it. So i get passed around like *****. My next day refunded but i wasn't refund of 1st day as well as i could not sleep. I also wamt 5000$ in fees for hotel employee names above's incompetency and doing noise during sleep hours.

  Business response

  04/23/2024

  Hello *****************************,
  

  
  After reviewing your request, we have decided that the charges posted for this stay are accurate and will not be refunded. Though our team members attempted to assist with your requests, our records indicate that you were formally trespassed and evicted from our property for your discourteous remarks and actions towards our staff. Additionally, you were charged for 1 night of room, resort fee, parking and taxes since you checked in on Sunday afternoon and were asked to leave our property the following morning. 

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  04/24/2024

   
  Complaint: 21607150
  
  I am rejecting this response because: no refund of my stay is seen and add;l repair amount of 5k$ for destroying was not made. MGM grand is the perpetrator by causing noise at 430am in the morning on the date of Mon/22/2024 and hsould be responsible for all resulting saga. My bad rating of 1-star on yelp and ****** map resonates with 2.3 star rating for Luxor where 2x more users rated Luxor at 1-star than 5-star.
  Sincerely,
  
  *****************************

  Business response

  04/25/2024

  Hello Guyen,

   

  As stated in our previous response, we will not be offering any refunds or any type of compensation due to your actions towards our staff. Our staff presented the option to transfer rooms due to this noise, but you chose to escalate this situation verbally and chose to spit in the direction of our staff twice. This behavior is not tolerated and ultimately led to your trespass and eviction from our property. Due to you being trespassed, we shortened your stay with no penalty but still collected payment for the first night that you stayed with us. 

   

  Kind Regards,

  Luxor Hotel and Casino

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against the Luxor Hotel, regarding unauthorized charges to my credit card and unsatisfactory customer service.From April 7 to April 12, 2024, I stayed at the Luxor Hotel while attending the ****** Cloud Next 24 event - booking *********. I was initially quoted a price of $330 for my stay, as per the agreement facilitated by ******. However, upon checking my credit card statement post-departure, I discovered that I had been charged over $766.91.Upon requesting an invoice from the hotel, it was revealed that the additional charges were attributed to "resort fees" and "resort fees tax." These fees were neither mentioned during my booking process nor detailed in the original booking documentation provided by ******. I have reached out to ******, and they have confirmed that any additional charges were not part of our contractual agreement, and the agreed price was $330.Despite several attempts to resolve this issue directly with the hotel staff, including management, I was informed that no refund would be issued as these fees were part of the contract stipulated with ******a claim contradicted by ******s official communication to me.The lack of transparency and the refusal to refund the unauthorized charges not only caused financial inconvenience but also greatly diminished my trust in the Luxor Hotel. As a result, I am seeking assistance from the BBB to address this dispute. I am requesting a full refund of the unauthorized charges amounting to the difference between the original agreed price and the amount charged.

  Business response

  04/15/2024

  Hello ********,

  Thank you for reaching out regarding your billing concerns for your recent visit at Luxor. We sincerely apologize if there was any misinformation regarding the resort fee associated with your reservation. The resort fee is a mandatory hotel fee and is assessed to all reservations, and we have confirmed there was no resort fee waiver within the ************* Are you please able to share your confirmation where it shows there is no resort fee for this reservation? If you are unable to provide this information, we will be unable to remove this fee from your bill.

  Thank you,

  Luxor Hotel and Casino

  Customer response

  04/16/2024

  As requested from Luxor, here is the hotel acknowledge estimated billing stating a Total of USD ******

  Customer response

  04/16/2024

   
  Complaint: 21570239
  
  As requested here is the billing sent me for my stay stating a Total of USD 330.00
  
  Sincerely,
  
  *****************************

  Business response

  04/17/2024

  Hello ********,

  Thank you for sharing this additional information. We understand how the verbiage on the confirmation was unclear, but it does state that tax applies to the resort fees, and that outstanding fees will be collected at the hotel. As a gesture of goodwill for the poor verbiage provided by the booking company, we have refunded two nights of the resort fee to the MasterCard on your reservation. Please allow 7 - 10 business days for this refund to reflect on your account, depending on your financial institutions processing times.

  Thank you,

  Luxor Hotel and Casino

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I and my family stayed in Luxor one night. Confirmation number is *********. Luxor charged me ***** resort fee, but all and every one of their printing stations are down, and I am not making this up. There were two other guys there, too, and they couldn't get theirs to be printed either. The front desk said resort fee can't be refunded because the printing stations are independent, not theirs. That's ridiculous. If the printing stations are independent and not yours, why do you charge a resort fee for bording pass printing? More reason to give me my resort fee back.

  Business response

  03/12/2024

  Hello ****,

  We sincerely apologize for the difficulties you encountered when trying to print your boarding pass. This is not reflective of the level of service we aim to provide our guests with, and we will be sure to share this feedback with the appropriate departments heads to address directly within their department. As a gesture of goodwill, we are happy to refund the resort fee to your **** card on file. Please kindly allow 7-10 business days for this refund to reflect on your account, depending on your financial institutions processing times. We have attached an updated copy of your folio for you to review the adjustments made.

  Sincerely,

  Luxor Hotel and Casino

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I booked the Luxor casino and resort for my birthday. After our first night, we informed the staff that none of the charger outlets worked, and the shower would over flood. They said that there would be somebody to come check our room. Nobody has ever come. Check the room checked out early.

  Business response

  02/27/2024

  Hello *****,

  Thank you for reaching out regarding your recent visit to Luxor Hotel and Casino. We were sorry to see of the concerns you had regarding the guest room you were allocated, as well as the lack of response from our staff. This is not reflective of the kind of experience we hope for our guests to have and we apologize for these shortfalls in service. We were happy to see that our front desk team was able to waive the resort fee for both nights of your reservation, as well as a $75.00 dining credit. We will be sure to share this feedback with the appropriate department heads for their review to ensure these matters are addressed accordingly.

  Sincerely,

  Luxor Hotel and Casino 

*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. ↩