ComplaintsforLuxor Hotel & Casino

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, after staying at the ********* Hotel for 2 nights, we made a reservation to stay at the Luxor Hotel from October 4th to October 6th. After completing the check-in process, we were directed to the wrong room number and couldn't access our room. When we went back downstairs, they changed our room and refunded a one-night resort fee, resolving our issue. However, on the second night, we couldn't sleep due to bug bites. We had bug bites on our legs and arms,itching all the time and since my spouse is pregnant, this could have led to a bigger problem. Therefore, we left the hotel early in the morning. Sadly, We left the place where we wanted to stay with sadness instead of enjoying it.

  Business response

  10/19/2023

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

   

  Thank you for your feedback, and I apologize that this was your experience. I have forwarded this to our Hotel Leadership so that they are able to test the room you were in for potential pest activity. Once we have received the results, a member of our team will reach out to you with an update regarding this matter. Thank you, ******************************

   

  Kind Regards,

  Luxor Hotel and Casino

  Customer response

  11/02/2023

  Still waiting response from business 

  Business response

  11/17/2023

  Hello,

  A member of the hotel operations leadership team attempted to reach out to you regarding this matter on October 22, but the phone number provided on your reservation was invalid. We have shared your correct phone number with them and have asked them to reach back out to you.

  Thank you,

  Luxor Hotel and Casino 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased three tickets for the Aug 5 2023 5:00 p.m. show to the blueman group at the Luxor. At approximately 20 to ************************************************************************************************** It had none of the advertised parts to it. In fact most of those 30 minutes were dedicated to two scenes where the actors chomped on Captain ****** cereal looking at each other and in the ************ they spent about 15 minutes 20 minutes picking out somebody to go on stage with them while they ate Twinkies and eventually spited it out into the audience and then chase their guest subject around with the box that contained the spit out material trying to get her to take it with her. At that point I had gotten up and went to management and explained that I was dissatisfied and that I wanted to refund I was given a business card to contact customer service at **********. That line is unmanned and constantly 24 hours a day busy. On August 6th I attempted to get a hold of customer service I was ran around to different departments nobody could give me the right information I recorded these phone calls. Finally I was given the name of a ***************** who is the entertainment director at the Luxor I got his email I wrote them a couple of times and I even talked to somebody in the office there. Each time I was told that the show is based on artistic interpretation and that as such there would be no refunds given to me. I even offered to just receive tickets to a different show. I don't know if they think I'm trying to trick them into free tickets but the fact is that I got up a quarter of the way into the show and went and told him that the show **** that I wanted refund. I was given the impression that I would be given a refund at a later date. The manager at the venue suggested that I just go sit through the rest of the show which I did hoping that it would have gotten better it didn't the entire show was not up to par and definitely not worth $320 that I spent.

  Business response

  08/15/2023

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

  Thank you for reaching out regarding your concerns. We were sorry to see that you were dissatisfied with your entertainment experience, however, we will be standing by the decision to not provide a refund. We sincerely apologize for any inconvenience this may cause.

  Thank you,

  Luxor Hotel and Casino

  Customer response

  09/06/2023

  I got up and complained about this show 20mins into it. It's not like I sat and watched then complained. I complained from the very beginning. 

  Business response

  09/07/2023

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

  Again, we apologize that you were dissatisfied with your entertainment experience, but the hotel will not be providing a refund.

   

  Thank you,

  Luxor Hotel and Casino 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at the Luxor Hotel from 07/03/23 to 07/05/23. We booked two rooms: ***** for my family and my service dog, and ***** for my relatives. The check-in went smoothly front desk was very helpful because of my service dog. However, everything went downhill from there.When we entered the 4B side of the elevators right by the registration, we got stuck in the elevator. We selected our floor, 11, but the elevator didn't want to go past the 8th floor. If any other guest selected a floor below the 8th floor, the elevator automatically canceled anything selected above the 8th floor and went down to the lobby.This repeated three times, and then we finally decided to get out and choose another elevator.My service dog and I were so distressed that we didn't know if we were going to make it up to the 11th floor again.When we stepped out of the elevator in the lobby,there was already someone from the Hotel acknowledging the problem and guiding us to the other elevator.We finally got to our 11th floor and entered our room, *****,only to find out that the k**** for the air conditioner were missing, and we were unable to adjust the temperature in the room.The lamp by the air conditioner was not working, and the bathtub drain stopper was not functioning properly,so we couldn't use the bathtub if it didn't hold water.We called the front desk and reported all the problems with the room,but the hotel were unable to address any of our concerns.The next day,I spoke to the receptionist and was told that we would be provided with a different room, but that didn't happened. On the second day of our stay,I got stuck in the elevator again with my service dog with the same issue.On the third day, the same thing happened to my wife.The manager offered to waive the overnight parking fees as an apology.If it happens once, it's understandable,but three times is completely unacceptable.Overall, our experience was unlike any other. We've never felt so stressed during any of our vacations.

  Business response

  07/10/2023

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

  Thank you for taking the time to reach out to us!

  We're sorry to hear of the multiple issues you faced during your stay. I understand how frustrating it must've been to be going through all those problems when you just wanted to be here for your family's vacation.

  We are aware of the issues with our elevators and our engineering teams are working to make sure this doesn't happen again.

  As a gesture of goodwill, I will go ahead and take care of the resort fees on both of your reservations. The refund will be issued on the **** card on file ending in ****. Please allow **** business days for the refund to be processed. 

  We appreciate all kinds of feedback and please let us know if there is anything else we can help with.

  Warm Regards,

  Guest Experience

  Luxor Hotel & Casino

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I can't believe I had such a terrible accommodation experience! I was locked out of my own room in the hallway for nearly two hours in the middle of the night, just waiting for someone from your staff to come and replace the door lock battery! If this is how you treat your gold card members, I can only imagine what regular guests have to go through!We checked in on June 25th(Reservation#*********), and the incident occurred during the first night, from around midnight to nearly 2 a.m. Due to poor management of the hotel and a lackadaisical response from the customer service, my wife and I were stuck waiting outside our room in the hallway for almost two hours. During this time, the security personnel also accompanied us for about 40 to 50 minutes. We had an early morning interview the next day and requested the security personnel to urge the hotel staff at least four times, but the hotel's response was still unbelievably slow. Such an exaggerated level of management and handling clearly does not befit a four-star hotel. There was no sincere apology from the hotel following the incident, as if nothing had happened at all.

  Business response

  07/06/2023

  Hello ***,

  Thank you for taking the time to reach out and share your feedback regarding your recent visit to Luxor Hotel and Casino. We were sorry to see of the difficulties you encountered with the lock on your room, as well as the extended wait time for our staff to respond and resolve this for you. We hope you have come to trust this is not reflective of the high level of service we aim to provide our valued guests with and we sincerely apologize that this was not reflected in your most recent visit with us. We will be sure to share your feedback with the appropriate leadership teams for their review to ensure we are able to provide more exceptional service moving forward. As a gesture of goodwill, we have removed all the remaining charges from your previous bill and have refunded your card on file accordingly. Please kindly allow **** business days for this refund to reflect on your account.

  Sincerely,

  Luxor Hotel and Casino 

  Customer response

  07/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my total room charge is $338.10. they charged $1120 to my card. Which is more than the total bill before Comps ($1007). it looks like they charged double that amount (****) because they took out payments as soon as we made purchases causing the bank to charge over limit charges. I was quoted a price to a show on the *** rewards app. I went to Luxor the rep told me that Im better off going to ************. I walked all the way over to book. when I got there they quoted me a much higher price for the same seats (which they were already including a 20% discount.)I showed the price in my and she argued with me that its not the price and that I should just book it on the website with a credit card.called *** rewards and they couldnt do anything for me. walked back to the Luxor and a new person served me. They quoted me a much lower price with even better seats. they were applying my 20% discount from the *** Slots live app and 20 minutes later a supervisor came out and told me that they couldnt apply the discount, that I would have to go to ************. Stayed 14 days. house keeping serviced my room maybe 5 times. I had to call them every da. the response was Im sorry sir, we will send someone today, but they still didnt come. we checked in the front desk tried to charge us over $700 in resort fees which we were completely unaware of. After 15 hours of travelling from a different country and waiting in a huge lineup at reception, the manager was basically like if you dont pay the fees you cant have a room and sent us on our way with nowhere to go, even though The room was paid for. I cant do anything for you unless you can provide me with a copy of your original booking. Our phones were dead from travelling all day so we had to go into the casino with all of our luggage to find somewhere to charge my phone. Then once I found it I had to wait in the huge line up again and explain the situation all over again to someone new.

  Business response

  06/16/2023

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

  We sincerely apologize that your recent visit was not as exceptional as it could have been due to the confusion regarding the fees due at your time of check in. We certainly understand how this would be concerning, especially considering you were under the impression you had paid in full via the third party. We are happy to see that our front desk was able to accommodate removing all fourteen nights of the resort fee from your reservation prior to your departure from the hotel. At this time, we are unable to provide further compensation for this issue.

   

  Thank you,

  Luxor Hotel and Casino 

  Customer response

  06/19/2023

   
  Complaint: 20194465
  
  I am rejecting this response because of the cleanliness of the room upon arrival, false advertising at the *** ********** compared to prices on *** Rewards App, the lack of house keeping during our stay and major discretions in the final bill upon check out.  Will not be returning, and would advise others to go elsewhere.  
  
  Sincerely,
  
  *****************

  Business response

  06/19/2023

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

  We will be sure to share your additional feedback with the appropriate leadership teams. However, the hotel stands by the initial statement that no further compensation can be issued.

   

  Thank you,

  Luxor Hotel and Casino

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  From the 2nd to the 4th of July my fiance and I stayed at the luxor hotel, Upon check in our room was dirty and we had to clean it after complaining as no one came up to correct the issue. We also had an issue with the room safe in which it took them a solid two hours to come to fix. Our parking that we paid for two days was non functional the entire stay despite repeated attempts to get it fixed. The hotel charges a resort fee for wifi in which the signal in our room was so poor we were unable to use it. We had multiple devices all had issues. The hotel does not seem to care about making anything right for its guests and charges fees for services it does not deliver.

  Business response

  06/16/2023

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

  We sincerely apologize that your recent visit with ** was anything less than exceptional. We will be sure to share your feedback with the appropriate leadership teams for their review to ensure we are able to provide more exceptional service moving forward. As a gesture of goodwill for the inconveniences you encountered, we have made an adjustment to your previous billing in the form of refunding both night's parking fee and one night resort fee and have refunded the card on file accordingly. Please allow **** business days for this refund to reflect on your account.

   

  Thank you,

  Luxor Hotel and Casino

  Customer response

  06/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Please send my thanks for **************** and and exceptionally courteous response from the Luxor.

   

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

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I checked into the Luxor on Thursday 6/1/2023 staying through Sunday 6/4/2023. The first room had stains all on the carpet but I dealt with that. On Friday 6/2 my son and I left for the day and when we get back there was a cricket in the room by the window. It was like we were still outside. I called the front desk and they just said they would send someone up. Three calls and nearly 30 minutes later no one had come. I was told there was no estimate that could be given. It was nearly midnight and I wanted to go to sleep. She finally offered to move us to a room one floor below this one. We get to the next room and it smells awful and you can still hear the cricket as we were just 1 floor below it. This has been an unacceptable experience.

  Business response

  06/05/2023

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

  We were sorry to see that your recent visit was not as exceptional as it could have been due to the room cleanliness issues you encountered, as well as the pest activity. Please know that during the summer months, there is an increase of crickets / moths / grasshoppers in the entire **************** due to their migration pattern. However, we certainly understand how this is frustrating to deal with while on vacation, and as a gesture of goodwill, we have removed your room rate and resort fee for the night of ***** and have refunded your card on file accordingly. Please allow **** business days for the refund to reflect on your accont.

   

  Thank you,

  Luxor Hotel and Casino 

  Customer response

  06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, I am writing this email because I am very upset. I have booked 4 nights at the Luxor on the ********* strip June 11th-June 15th. I am getting married June 13th as well as celebrating my honeymoon for the remainder of my stay. I am very displeased with the lack of knowledge from the front desk staff. When I inquired about your property, I made sure to ask if breakfast was included with my stay because I was searching for a hotel that has this *******. I was told that breakfast did come with the room reservation free of charge for all 4 days. This was something I was searching for in a hotel due to wanting to have that burden. Once your front desk staff informed me of the free breakfast, I booked. I then added myself to a ************** a few days later. I was told that breakfast was not free and never has been. I decided to call the Luxor and was met with a very rude response and told "no one told you that". I am very upset because I intentionally wanted to book a hotel with free continental breakfast. I have already paid my hotel fees up front. I made an itinerary for my wedding week and this included breakfast at the the luxor. This has forced me to change plans and budgets for a very special event in my life. Not only was I misinformed by staff, hotel websites that allow booking for the luxor say "Breakfast Included" under amenities. This should be fixed because it is very deceiving. I plan to make this an anniversary spot every year from now on. I plan to continue to be a recurring customer if every thing else is as promised. I would ask that the company please understand my frustration and make up for this issue in some way that you see fit. My confirmation # is CONFIRMATION NUMBER M08042592. Thank you for your time and consideration in this matter. I hope to hear from you before my check in date of June 11th 2023.-***********************

  Business response

  05/30/2023

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

  Please look for direct communication from the hotel regarding this matter.

   

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stayed at Luxor Hotel & Casino for 3 nights - 5/19/23 to 5/22/23. the total bill amount is ~ 720 the hotel violated the hygiene code & left the worst hotel experience so far Upon our arrival on 5/19, we called housekeeping to report the trash can at our room was not emptied from the previous guests' stay. What makes things worse - No action was taken. When we came back to the room several hours later, the trash was still present.Saturday, 5/20, when we headed back after a long day, we discovered a moth in the room. We struggled to remove the moth out of the room. I doubt someone would expect this happening when staying at a 3-star hotel. Sunday morning, 5/21, we encountered another one. Today 5/22 before we checked out, there were four. NO WONDER THERE WERE MOTH EGGS IN THE ROOM!!!! It's alarming to realize that there may have been moth eggs in the room we stayed for 3 nights!!!When packing, we were compelled to do it with extreme caution - meticulously inspecting every single item before putting them into the suitcase to ensure we didn't inadvertently pack any moths or moth eggs and unwittingly take it back to ********!!!

  Business response

  05/23/2023

  Hello Ke,

  Please look for direct communication from the hotel regarding this matter. 

   

  Thank you,

  Guest Experience 

  Customer response

  05/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The elevators in Luxor were ridiculous for wait times. There were two elderly people that couldnt use stairs stuck on the 23rd floor for 30 minutes.That is absolutely unacceptable and I cannot believe that this is being allowed in this casino. I will NEVER stay here again.

  Business response

  05/23/2023

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

  We were sorry to see that our recent elevator outage negatively impacted your recent visit with us. Though this was not a situation that could have been predicted, we certainly understand how it was impactful. We would be happy to make an adjustment to your bill, as requested, however we are unable to locate a reservation in your name. We invite you to call the hotel directly at ************** and speak with the Front Desk in order to have your bill adjusted.

  Thank you,

  Guest Experience 

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