ComplaintsforLuxor Hotel & 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 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at the Luxor hotel and casino from Feb *****, ****. This hotel needs to be shut down! The limescale from the shower got in my eyes and mouth, the shower wasnt draining correctly which caused me to almost fall and sprain my back, and the toilet wouldnt flush all the way, then later the ** broke and the room was musty and seemed to have mold, then the water stopped working in the pyramid and management said it was a pipe burst and they didnt know when it would get fixed. They had 2 people assisting to get guests moved and I had to wait hours to see if I could change rooms.. The limescale in the new room was just as bad, but the ** worked. The red elevators were a nightmare!!! Only 2/4 worked and if you pushed more than 3 floors you were in for a ride until people finally listened. When I asked why there wasnt a sign posted they didnt care. The manager was super dismissive and couldnt care less. I mentioned that the weight limit was a concern because people were stacking into the elevators like sardines and all he said was okay. It is not okay to put the safety of guests at risk! There were so many people that had flooded rooms and some of the walls seemed to be buckling.

  Business response

  02/22/2024

  Hello *********,

  Thank you for taking the time to share your feedback regarding your recent visit to Luxor Hotel and Casino. We were sorry to see that your time with ** was not as exceptional as it could have been due to the difficulties you encountered with the guest room you were allocated, as well as your concerns with the elevators. These are not the kind of memories we hope for our guests to have of their time with us, and we sincerely apologize for the negative impact these irregularities in service had on your time with us. We have reviewed your guest bill and see that there were still three nights of the resort fee on there, and have removed those from your bill and have refunded your card on file $125.85. Please kindly allow **** business days for this refund to reflect on your account, depending on your financial institutions processing time. Unfortunately, we are unable to refund the room rate, as your reservation was booked through a third party website, and not with the hotel directly. You are welcome to reach out to the booking company you used to request a refund, but any refund will be at their sole discretion and we cannot guarantee they will. Once again, we sincerely apologize for these difficulties and will be sure to share this feedback with the appropriate department heads for improvement on our service levels.

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  02/23/2024

   
  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

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. I made a 18:15 3person reservation at TENDER steakhouse + lounge restaurant on December 29, 14:45 in the afternoon same day 2. I went to their restaurant at around 6 and their staff receives us without asking is we had an reservation at all!after seeing the menue we decided to switch places so I cancel my reservation at 18:12 but I was been charged for 150USD due to their outageous 24-hours cancelation policy writtened super tiny during reservation 3. I went back to their place immediately after notice that i was been charged(at about 18:15)and their staff said said she will report this to their manager and contact me and return the money so I leave my email and phone number 4. I seriously doubt that they are taking advantage of this irrational system to ******* money because after a week I still didn't hear from them and after checking their googlemap review I found out that a lot of people like me were getting ripped off by them and they didn't follow through on the refunds or answer the phone as promised.5. Further more. I dont think the cancelation affect a all to their place because theres only a few people dine in that day

  Business response

  01/18/2024

  Hello ****,

  Thank you for your message. We sincerely apologize for the difficulties you encountered with Tender Steakhouse. We have shared this feedback with their General Manager, and he has indicated that a refund has been processed to your card for the cancellation fee. 

   

  Thank you,

  Luxor Hotel and Casino

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked in on Nov 23 for 3 days. I have another reservation on Nov 26 for 3 days. It is a back to back reservation. During first reservation, the room I was in have roaches. I called front desk and requested to remove roaches but no one came. So I need to move room for second reservation.They moved me to a room have a smell. I asked a housekeeper to smell it, she said it was from previous guest and I could move the room. Then I went to front desk to move room, the agent went to ask the front desk manager named *****. The manger said they certainly would not move me. Then she asked me for my birthday. I said it was irrelevant and I need to talk to a higher manager. Then this *********************** called security. They were communicating about this at front desk for a long time and I found that the manager deactivated all of my room keys and locked room. Later the security asked me to show her the my ** and manger will move my room, I showed security the ** and information they asked. Actually they are not moving my room. The manager said I can not stay and asked security to ****** me out of property. If I dont leave, they said they would call police. I did not stay for second reservation due to the discriminative behavior of manager ***** and I need a full refund.

  Customer response

  11/27/2023

  Hi,

  my first name is Tin.

   

  Customer response

  11/27/2023

  I would like to add the following to the complaint.
  The first room had ***** is ****. Second room had smell is *****.
  When I requested to move room ***** because of ***************** declined room move firmly. Manager ***** asked for my information was to set trespassing not to room move since I already checked in for second reservation with valid ID and card. After I provided them the information they asked, the security said this manager ***** can simply not let me stay at the property. Immediately the manager ***** asked security to escorted me out. I never stayed or put belongs to room *****. I need a full refund and proper actions to manager ***** because of her discriminating and deceptive behavior. 

  Customer response

  11/27/2023

  I would like to add the following to the complaint.
  The first room had ***** is ****. Second room had smell is *****.
  When I requested to move room ***** because of ***************** declined room move firmly. Manager ***** asked for my information was to set trespassing not to room move since I already checked in for second reservation with valid ID and card. After I provided them the information they asked, the security said this manager ***** can simply not let me stay at the property. Immediately the manager ***** asked security to escorted me out. I never stayed or put belongs to room *****. I need a full refund and proper actions to manager ***** because of her discriminating and deceptive behavior. 

  Customer response

  11/27/2023

  I would like to add the following to the complaint.
  The first room had ***** is ****. Second room had smell is *****.
  When I requested to move room ***** because of ***************** declined room move firmly. Manager ***** asked for my information was to set trespassing not to room move since I already checked in for second reservation with valid ID and card. After I provided them the information they asked, the security said this manager ***** can simply not let me stay at the property. Immediately the manager ***** asked security to escorted me out. I never stayed or put belongs to room *****. I need a full refund and proper actions to manager ***** because of her discriminating and deceptive behavior. 

  Customer response

  11/27/2023

  I would like to add the following to the complaint.
  The first room had ***** is ****. Second room had smell is *****.
  When I requested to move room ***** because of ***************** declined room move firmly. Manager ***** asked for my information was to set trespassing not to room move since I already checked in for second reservation with valid ID and card. After I provided them the information they asked, the security said this manager ***** can simply not let me stay at the property. Immediately the manager ***** asked security to escorted me out. I never stayed or put belongs to room *****. I need a full refund and proper actions to manager ***** because of her discriminating and deceptive behavior. 

  Customer response

  11/27/2023

  I would like to add the following to the complaint.
  The first room had ***** is ****. Second room had smell is *****.
  When I requested to move room ***** because of ***************** declined room move firmly. Manager ***** asked for my information was to set trespassing not to room move since I already checked in for second reservation with valid ID and card. After I provided them the information they asked, the security said this manager ***** can simply not let me stay at the property. Immediately the manager ***** asked security to escorted me out. I never stayed or put belongs to room *****. I need a full refund and proper actions to manager ***** because of her discriminating and deceptive behavior. 

  Business response

  11/27/2023

  Hello,

  We are sorry to learn of the difficulties you have encountered. Unfortunately, we have been unable to locate a reservation in your name. In order to investigate this further, please kindly share a screenshot of your confirmation that includes your name and dates of stay.

  Thank you,

  Luxor Hotel and Casino 

  Customer response

  11/28/2023

  the confirmation number is 918615750. 

  Customer response

  11/28/2023

  Confirmation number is *********.
  From Nov26 - Nov29th. 
  Name is ****************** 

  Customer response

  11/28/2023

   
  Complaint: 20918959
  
  I am rejecting this response because:

  the confirmation number is 918615750. 
  
  Sincerely,
  
  Tin Shen

  Business response

  11/28/2023

  Hello,

  Thank you for sharing this additional information. We have located your reservation and are happy to provide additional clarity regarding this matter.

  When our front desk team was attempting to assist you with a room change, you were unwilling to provide the necessary information to verify your identity. You refused to provide your identification, or to verify any information we had on file (such as your address and date of birth). Our front desk team was more than willing to assist and provide you with a new room, however, you refused the room move due to your dissatisfaction with it being on a lower level of the hotel, and you also refused the offer to have housekeeping service the room you alleged had a moth ball smell. Security was not called until you started to yell at our front desk team, and your refusal to allow us to assist you is what ultimately led to you being asked to leave property. While we understand you may have been frustrated at the situation, we are only able to assist you when you are also treating our staff with respect. You were already provided a refund for the resort fee, but at this time, we will not be refunding the room rate.

  Thank you,

  Luxor Hotel and Casino 

  Customer response

  11/28/2023

   
  Complaint: 20918959
  
  I am rejecting this response because

  response from business is false. I provided ID, credit card, address and phone number. And I already checked in room *****. If I did not provide, they wouldnt check in. After I found the smell, I requested to move room, the agent went straight to the manager without talking to me and the manager declined room move. She said she already moved once and will not move again. In about 2-3mins, she called security. During the manager and front desk agent communicating with security, I left and found room was locked. After some time, security found me and asked me for my ID and I provided. The security said the manager agreed to move and went together with me to front desk. I showed them address and phone number written down on iPhone notes. Then manager ask me some other questions like how do I came to Vegas. I said by plane. But the manager was still asking how do I came and I stopped talking. Then security said manager can ban me from the hotel without any reason. Then manager asked security to ****** me out. They have camera at front desk that recorded this entire process. What the business responded is false. I need a full refund. 

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

  Customer response

  11/28/2023

  I checked with the company I booked with, this reservation was marked as not stayed so I need full refund.

  This manager ***** declined room move. she said she was the highest manager. She was the only manager at that time, because she said no more room move, no other front desk agents can assist with this. The hotel falsely claim they offered room move after room *****.   

    

   

  Business response

  11/29/2023

  Hello,

  Our front desk team had every intention of providing you with a room move upon verification of your identity. However, when you became combative with the hotel operations manager and yelled at her, that was when the decision was made to ask you to leave property. Again, we understand you may have been frustrated at the situation, but without appropriate cooperation and behavior, we reserve the right to no longer offer services to you.

  Thank you,

  Luxor Hotel and Casino

  Customer response

  11/29/2023

  I did not receive a refund of resort fee also. I paid 190 when I checked in, they only refunded 50 safety deposit. They said they refunded ****** but I did not receive it. 

  Customer response

  11/29/2023

  i received refund of resort fee. I need a refund of room rate.

  Customer response

  12/03/2023

   
  Complaint: 20918959
  
  I am rejecting this response because:
  

  The manager said she would not move my room because I already moved that day. There was a front desk agent agreed to move room before I spoke to this manager *****, but I did not have ID with me. After I went back to bring my ID, that agent left. The new agent called manager ***** and the manager rejected move room when I politely asked. I was willing to provide ID and information otherwise I wouldnt bring it. I need cancellation of this reservation and a full refund. I do not need to stay at this property I need full refund. 
  
  Sincerely,
  
  ************

  Business response

  12/04/2023

  Hello,

  
  Again, we apologize if you were frustrated at the situation, but our hotel operations team had every intention of providing you with another room change. However, your refusal to provide the necessary identification when asked, or to verify information on the reservation, along with your yelling at our staff, is what led to your being removed from property. You were refunded the resort fee that had been paid already, but at this time, we will not be refunding the room rate.

  Thank you,

  Luxor Hotel and Casino 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So got married in ***** on the 19th and stayed at the luxor with my new bride her first time in ********* and had a very bad exerince. the diablo cantina put mint on her desert after we said in advance shes alergic to mint and staff were very unfriendly. then comes the worst part i charged the dinner to our room since i forgot my credit card in my room no big deal till the morning got up super early went to get coffee realized my wallet and room key were locked inside went down to the front desk to get a new **** told i owed $80 from dinner and had to pay right then right there by the asian manager on duty. Ive charged my room plenty of places never have I ever in the middle of a stay been asked to pay what i poay at check out espically over 80! they were extremly rude and called securty to watch me and my wife who had a panic attack over it and the un friendly satff had tried to charge my card on filethis was such a bad wedding night experince for both of us my wife left crying over while i was sleeping over 20 times and locked it so in the middle of everything i had to call my bank and explain the charges to get my card unlocked while the manager and front desk lady and securty peroanl were hovering over me and I heard from the manager and the security perosnal the words me and my wife look like the type that would skip out on a bill ! I have traveled all over and never have i been more insulted or offended by this and to top this all off I had my serivce dog locked in the room and the staff werew keeping me from her since i didnt have another card on me or my phone even. was so bad my wife left crying her eyes out Im so offened and upset over this when you pay to stay at an MGM hotel you expect quality service and a great time we could have had a better time at the motel 6. betwenn the card and keeping me from my service dog and saying we look like bums i say shame on the luxor and there staff im very tempted to *** over keeping me from my service animal

  Business response

  11/08/2023

  Hello ******,
  
  We have communicated with our front desk team regarding this matter and are happy to provide further insight regarding this situation.
  
  Upon charging to your room for your dinner,your room balance went above the initial authorization collected during check in. When our front desk team attempted to further authorize your card to cover the balance, your credit card unfortunately declined. Our front desk team tried to reach out to you multiple times on the night of October 19 to resolve this,but their attempts to reach you went unanswered. When you approached the front desk the next morning, the front desk agent assisting you was simply following hotel policy in collecting payment prior to giving out keys, as is required for all reservations in which we do not have enough authorization to cover the balance.We are sorry if you felt you were singled out regarding this matter, but we assure you that was not the case.
  
  Regarding your comments of us keeping you from your service animal our front desk team has indicated there was never any mention of you having a service animal with you, either at check in or when you were trying to resolve your billing issues.Our policy does clearly ********** and service animals are not allowed to be left unattended in the hotel room and do need to be with their owners at all times, so if this had in fact been mentioned, access to your service animal would not be denied.
  
  Again,we are sorry that you felt the hotel mishandled the situation, but all hotel policies and procedures were followed accordingly. At this time, we will not be providing a refund for your stay.

   

  Thank you,

  Luxor Hotel and Casino 

  Customer response

  11/08/2023

   
  Complaint: 20763236
  
  I am rejecting this response because: your unprofessionalism from your letter I get that your staff is calling me a liar I mentioned my service animal several times so did my wife when security approached her at the room I have never had such a god awful experience at a hotel in my life my negative review of your hotel stands and due to you not taking any responsibility or acknowledging my complaint I will be filing a formal case for your hotel violating my rights under the American with disability's act and keeping my BBB compliant open against your company as my wife will be posting a complaint video on mine to her 3 million followers about how unprofessional and rude the staff and your hotel was and what the terrible experience was like 
  
  Sincerely,
  
  ***********************

  Business response

  11/09/2023

  Hello ****,

  We hope this message finds you well. We are reaching out to respectfully request this case be closed. We have spoken at length with the Hotel Operations manager that ************** spoke with at the front desk while trying to resolve his payment concerns, and the manager has indicated that at no time was any mention made of a service animal being unattended in ****************** room. The Hotel Operations manager offered ************** a security ****** to the room (as is hotel policy in instances in which the guest is unable to provide payment for their room) in order to obtain a new form of payment to cover the balance of the room charges he made to help speed up the process and avoid ************** having to call his bank to unlock his card, which was declined by **************. Had ************** in fact mentioned there being an unattended service animal in his room, access would not have been denied, regardless of the payment concerns. 

  Warm Regards,

  Luxor Guest Experience

  Business response

  11/09/2023

  We hope this message finds you well. We are reaching out to respectfully request this case be closed. We have spoken at length with the Hotel Operations manager that ************** spoke with at the front desk while trying to resolve his payment concerns, and the manager has indicated that at no time was any mention made of a service animal being unattended in ****************** room. The Hotel Operations manager offered ************** a security ****** to the room (as is hotel policy in instances in which the guest is unable to provide payment for their room) in order to obtain a new form of payment to cover the balance of the room charges he made to help speed up the process and avoid ************** having to call his bank to unlock his card, which was declined by **************. Had ************** in fact mentioned there being an unattended service animal in his room, access would not have been denied, regardless of the payment concerns. 

  Warm Regards,

  Luxor Guest Experience

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother and I ( her daughter) as I am the one typing the complaint are very upset that my mother who is a senior was deceived for one of the dates she booked over the phone at The Luxor. The date we wish to be reimbursed for is Saturday October 22, 2022. Her credit card was charged $925.04. I also called today to the hotel and they confirmed this amount with me today as of October 17, 2023. Due to personal issues in the family and several deaths I was unable to file this complaint on my mother's behalf earlier. Nonetheless, this is within the one year time frame as per BBB guidelines. The reason for the complaint is as follows: My mother and I are both very upset with the charge I mentioned above. The reason for this is because my mother felt deceived over the phone. She told me the reservation specialist omitted to tell her that Saturday October 22 nd would cost her this high price and by failing to tell her the price this was deceptive practice. I one hundred percent back my mother up because after her credit card was charged we were shocked to find out that one night would be that high. We would never have stayed had we known that. My mother is a senior and I as her daughter also feel she was deceived by the reservation specialist rattling off a list of other prices but not this one night stay's price and we were horrified to discover the bill. Now the hotel may argue they took a few hundred dollars off the stay but that had nothing to do with this one night . This was for two other major problems that occurred during our several night stay. Firstly, I had a maid who cleaned rooms enter the room I was sleeping in. She awoke me from my morning sleep and startled me and I was the only one in the room at the time. We also had put our do not disturb sign on when she entered. The other reason some money was taken off was for the fact we suffered from a lot of second nicotine smoke in our rooms despite the fact we asked for non-smoking rooms. From the beginning, I explained about the deception for this one night and nothing was done about it.

  Business response

  10/19/2023

  Hello,

  A complaint for this reservation was already submitted in December 2022. We previously processed a refund of $260.21 on December 2, 2022 as a gesture of goodwill for what you felt was a misleading room rate. At this time, we will not be providing additional compensation and are considering this matter resolved on the hotel's end.

   

  Thank you,

  Luxor Hotel and Casino 

  Customer response

  10/19/2023

  Hello,

  I do not accept the response from this business. As I stated in my complaint that small amount of money was for my mother and I being sick from the smoke in our room for several days and for having someone come into the room while I was sleeping. I also had a terrible experience at a cafe with food to go. This had nothing to do with the one night fee that my mother paid that she was deceived about by the booking clerk who failed to tell her the price for that one night's stay. Instead told her a bunch of other lower prices and then we get dropped with this shocking bill. If this hotel does not take accountability and believe and validate the truth about what I told them had happened to my elderly mother by this booking representative's failure  to omit telling her the rate for that night,  I will have to escalate this complaint much further to various social media sites having her tell her story and I back it up. Furthermore, I was treated horribly by this hotel for having food allergies by an employee at one of the food establishments on site too and I had a manager who did nothing about it. The money off was for the smoking problems, the person who entered the room while I was sleeping, and also this issue with my terrible treatment at a food place too. It had nothing to do with the one night stay which upon checkout to our horror we told them what happened with the booking clerk's deceit and omission and nothing was done. I have no problem taking this complaint to several other places and getting my mother to voice her concerns online until something fair is done about this deceit as a result of this booking representative over the phone.

  I sure hope a fair resolution is reached and I had already stated what that small amount was for initially and it was not what this hotel is claiming it is for. In fact, for the record I am pretty sure they had written up the incidents about the smoke and employee entering our room  in their records and that was not for the hotel night they are claiming.

  Hopefully, they will take ownership over what happened as a result of this booking representative.

   

  Thank-You!

   

  Aurlee Parpara

  Customer response

  10/20/2023

   
  Complaint: 20743172
  
  I am rejecting this response because:

   

  Hello,

  I do not accept the response from this business. As I stated in my complaint that small amount of money was for my mother and I being sick from the smoke in our room for several days and for having someone come into the room while I was sleeping. I also had a terrible experience at a cafe with food to go. This had nothing to do with the one night fee that my mother paid that she was deceived about by the booking clerk who failed to tell her the price for that one night's stay. Instead told her a bunch of other lower prices and then we get dropped with this shocking bill. If this hotel does not take accountability and believe and validate the truth about what I told them had happened to my elderly mother by this booking representative's failure  to omit telling her the rate for that night,  I will have to escalate this complaint much further to various social media sites having her tell her story and I back it up. Furthermore, I was treated horribly by this hotel for having food allergies by an employee at one of the food establishments on site too and I had a manager who did nothing about it. The money off was for the smoking problems, the person who entered the room while I was sleeping, and also this issue with my terrible treatment at a food place too. It had nothing to do with the one night stay which upon checkout to our horror we told them what happened with the booking clerk's deceit and omission and nothing was done. I have no problem taking this complaint to several other places and getting my mother to voice her concerns online until something fair is done about this deceit as a result of this booking representative over the phone.

  I sure hope a fair resolution is reached and I had already stated what that small amount was for initially and it was not what this hotel is claiming it is for. In fact, for the record I am pretty sure they had written up the incidents about the smoke and employee entering our room  in their records and that was not for the hotel night they are claiming.

  Hopefully, they will take ownership over what happened as a result of this booking representative.

   

  Thank-You!

   

  Aurlee Parpara

  
  
  Sincerely,
  
  Aurlee Parpara

  Business response

  10/20/2023

  Hello,

  We confirmed with our reservations department that this rate was disclosed at the time of booking, as well as in the confirmation letter sent out upon booking. During the visit, you were also compensated by removing all five nights of the resort fee ($200.00) and four nights of self-parking fees ($72.00) for the room related issues you expressed concern over. We also previously refunded 30% of the room rate you allege was not disclosed ($260.21). At this time, we will not be offering additional compensation, as we feel what was offered is satisfactorily reflective of your complaints.

  Thank you,

  Luxor Hotel and Casino

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom this may concern,My friend and I were staying at the Luxor hotel in ********* for October *****th 2023. We arrived for an early check in at 11:30am. Once we got into the room (**** in the west tower), I wanted to freshen up so I went into the bathroom. I noticed something crawling up the wall, I quickly realized it was a German Cockroach and took a picture of it. It had the very distinct two black stripes on the head. I immediately ran out of the bathroom and began to inspect underneath all electronics and picture frames. I lifted up the ** receiver and sure enough, there they were. We grabbed our luggage and got out quickly. My friend went up to the check in counter and explained to the employee that we found german cockroaches in our room and needed to switch rooms. The employee told her that because her boyfriend had booked the room they would be unable to give us a new room. We were in complete shock. I understand that not everyone knows what a german cockroach is but who would be ok with sleeping in a room thats infested with bugs?! My friend called her boyfriend and told him what was going on, he called them, and explained the situation, and they finally gave us a new room. About ten minutes after getting into our new room, house keeping came to clean up the german cockroaches, we explained that this was our new room and the old room is where the roaches were found. What makes this even worse, is they all this woman had to clean with, was a plastic trash bag. The only way to handle german cockroaches is to have the room treated by a pest control professional or the problem will spread. Not only was this situation handled wrong but it was incredibly traumatizing to deal with. I will never stay at the Luxor ever again.

  Business response

  10/19/2023

  Good Morning **********************,

   

  Thank you for your feedback, and this experience is well below the expectation we set at our property. So that I may research this further, are you able to provide a screenshot of your confirmation or the primary first and last name that was on the room? I was unable to find a reservation under the last name "*********."

   

  Thank you very much, and I'm looking forward to your reply!

   

  Kind Regards,

  ********

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid 400$ for a king size suite for two nights as advertised online. Booked and paid in full one month in advance and confirmed with the hotel. Once I arrived they told me the room was not available and that I would get no money back and could either stay in a smaller room in a different building for no compensation or leave with nothing. The *********************** laughed at me when I explained how appalled I was by this service. He told me that the business model of this hotel is to show the room as available even when its not. This is clearly false advertising. But worse than the lies is the way me and my girlfriend were treated after making plans based on this hotels promises.

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