ComplaintsforLuxor Hotel & Casino

• 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 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently stayed at the Luxor arrived on 5/5/2023 for my wedding renewal in ***** and upon entering my room it smelled overwhelmingly like Smoke and Musk. We attempted to just deal, however after we just couldnt any longer, I went to the front desk and informed them of the issue. They stated they would clean the room the next morning at 11am. After they deodorized the room (not cleaned), it smelt like someone had poured a bottle of chemicals in the room. As you entered the room and were in there for the few minutes we were, it created headaches from the smell. l We didn't have much time to deal with this. We went back to the front desk and were informed that we could move rooms. Since we were getting ready to go get married, that was not truly an option for **, so we stated that we would come back and move rooms later that evening. Everything took longer than expected with our ceremony and by the time we returned back, we were up against the clock for dinner reservations with our family. Your front desk staff I know were trying to make things right, and provided ** with food and Beverage comp on our account. This honestly did not make up for the inconvenience and honestly disappointment we experienced as we had to continue to come to the front desk, wait in the long line, and miss out on things we had planned with the family for our wedding weekend. We did not end up changing rooms because we honestly didnt have time to pack up all our belongings and do not feel this room issue should have been our inconvenience. We booked our stay at the Luxor because our family was coming for our wedding and they were staying there, however we would have moved to a different hotel after this, except we would have had to leave our family.I am asking for you to make this right, as this was my wedding weekend and should not have even started with a non-smoking room smelling like smoke.Thank you

  Business response

  05/11/2023

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

  Thank you for taking the time to reach out regarding your recent visit. We were sorry to see that your trip was not as exceptional as it could have been due to the difficulties you encountered with your guest room accommodation. While it was disheartening to see that you did not feel the multiple attempts made by our front desk team to resolve these issues were satisfactory, we are willing to remove two night's of the resort fee for these difficulties. Your card on file will be refunded accordingly, please allow **** business days for this refund to reflect on your account. At this time, we will not be offering further compensation.

   

  Thank you,

  Guest Experience 

  Luxor Hotel and Casino

  Customer response

  05/12/2023

   
  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

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/30/23, checked into the Luxor; reservation in the name of my mother, *************************. That night we chose to eat at *********************** They seemed to be understaffed. We were served our chips and drinks upon arrival. For over an hour we patiently waited. Meanwhile, we experienced what is is like to be in the desert, where our only wish at that point was to be severed another drink. Our server noticed the utter dismay, disbelief, and starvation in my mothers eyes when she sees others that were seated well after ** receive their food. He yells across the restaurant to the manger saying, they have not gotten their food either. Then proceeds to apologize and express frustration with management. He says he will get our food and give ** a discount on our bill for our troubles. We thank him and tell him we understand. We finally get our food, when we are eating the manager ignorantly asks ** how our service was. I get a little annoyed at his lack of acknowledgment to the situation he was fully aware of, so I tell him that. He replies by saying, oh well Ill give you a discount. Again, no acknowledgement or apologies. He walks away. Our waiter brings our bill and an order of churros on the house. I pay. On the bill I write a note to the server saying something to the effect of him doing a good job, but his boss had no service skills and should not be in management (PG version). I pay $25.28 with my credit card and we exit the restaurant. Our sever comes running out holding the receipt. He again expresses frustration with management and states he is going to share my experience with upper management and ask ** for our room number; we obliged. Finally, after a long day of travel we retreat to our room, not letting the bad experience affect **. What happens in Vegas stays in *****, right? Last week my mother realized ******* charged $73.00 to our room. Luxor tells her to send my statement with the charge. I am now highly annoyed with round 2 of bad srvs

  Business response

  05/05/2023

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

  We sincerely apologize for the difficulties you encountered with the substandard service levels at Diablo's, as well as the billing issues after. We have removed the charge from ******'s and have refunded the MasterCard on the reservation in the amount of $73.96. Please kindly allow **** business days for this refund to reflect on your account. 

  Thank you,

  Luxor Guest Experience 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was by far the worst hotel experience weve ever had this last week! This hotel used to be one of our favourites sadly not this time we stayed on the third floor there was an awful smell that took over the entire floor once you got out of the elevator, on the third day our toilet was overflowing with who knows what we asked a maintenance worker to check it out he paged for someone and nobody came, the elevators were broken during our stay so we had to take the stairwell which was covered in garbage and smelt awful not a comfortable experience in there and last but not least we left some of our belongings in the room ******* to the airport we called numerous times only to be told nothing was there which isnt true, we have also been told numerous times reports would be emailed over regarding this issue nothing has been followed through with its sad that the staff does not care about their customers at all.

  Business response

  04/12/2023

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

  We were sorry to see that your recent visit was less than exceptional due to the difficulties you encountered with your guest room, as well as the negative impact from the unfortunate elevator outages we experienced during your visit as well. This is not reflective of the level of service we aim to provide our guests with and we regret that our standards were not reflected in your visit. As a gesture of goodwill, we have refunded your room rate and resort fee for the night of ***** and have refunded your **** card on file accordingly. Please let us know if we can provide further assistance.

   

  Thank you,

  Luxor Hotel and Casino 

  Customer response

  04/14/2023

   
  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

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/25/23, My wife and I stayed at the Luxor. We arrived@11:30pm slept, and never left the room, until check out the next morning. Because of our short stay (1nite), we partially unpacked. My wife placed several of her travel packs (small size mesh bags she carries items in, about 6"x4" in size) on her bed, and being so tired, she fell asleep. One of these mesh bag contained her brand new ******************* wallet, $200+ cash, her IDs, CC ****** ***** green card, and diamond earrings, worth approx $1k. All the items were in that one mesh bag. Next morning, we packed, checked out, drove to the next hotel we were staying, and were able to check in early. We get to our room, I go downstairs to ******, and the wife took a bubble bath. After a few hours,i return,& my wife says her mesh bag is missing, and she on the phone with Luxor. They kept saying, there's nothing they can do, until the cleaning crew returns and then they will turn in to lost and found @ approx 5/6pm, or go to their website and fill out a missing item report. After speaking to several people in different ****s, but all said the same thing. so we waited till 6pm, and went to Luxor. @the security desk, they call lost and found, and told us, nothing was turned in. the lady security guard, says there's nothing we can do for you. being very disappointed with their careless efforts, I got in my car, I called one more time. I then get a security guard named *****, who said this to me "You and your wife are calling every **** hoping to get an answer you might like, but we told you everything we've done, there's nothing else we can do". he said we have your form, & I stopped him & said what form? he then said, oh, you need to fill out a form and we'll call you if your item is found. In the end, we filled out the form and left. ***** really helped us, just annoyed by our attempt to try to recover our personal belonging. Terrible service, especially the security guy, was so unprofessional. & Luxor never called us.

  Business response

  03/28/2023

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

  We were sorry to see that your recent visit with ** was less than exceptional due to your items not being recovered after they were left in your guest room. This is never the kind of experience we hope for our guests to have, and we apologize that our staff was not more accommodating during this time. We will be sure to share this feedback with the appropriate leadership teams for their review so they can address this with their respective employees directly.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, we just checked out of the Luxor. We have been so tired from the convention show we havent been able to complain. Apart from the bad smell of carpet in the room our smoke detectors in our room has been blinking a white light since arrival! I recorded the flashing light!

  Business response

  03/17/2023

  Good afternoon, *******************
  
  Thank you for taking the time to contact us regarding your stay here at Luxor. We apologize for any inconvenience the smoke detector, as well as the odor of the carpet, may have caused you. We always try to provide an unforgettable experience for our guests and regret that this wasn't the case for you. We'll be sure to notify the appropriate departments of these issues in order to ensure that something like this doesn't happen again. For any ***********, I would highly recommend notifying our front desk of these issues as soon as you can in order for them to fix it before your stay is negatively impacted. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We stayed at luxor ********* feb 13th to 17th, room ***** east tower, since first day we had to go every day and make a line to re activate our room key.... very annoying.... the first day our room was not made up and we had to complaint about that.... anyway they comped us with $50 free credit for restaurants.We also complained about weed smoke smell on elevators and access hallway to our room door... Now we are back home we got a unknown charge for $300.... we asked the hotel why because we did not charged food or anything to our room.... we also did not broke anything.... they just sent us our bill detail saying "smoking penalty" whaaat? We dont even smoke.... we complained about and now we are getting a charge??? We demand our refund for that charge.... WE DO NOT SMOKE.....

  Business response

  02/27/2023

  Hello Mr. ************************ you for taking the time to reach out regarding your recent experience. We sincerely apologize for this billing error and the inconveniences it has caused. We have removed the fee from your final bill and have refunded your MasterCard on file accordingly. Please kindly allow **** business days for this refund to reflect on your account.

  Customer response

  02/28/2023

   
  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,
  
  *******************************

*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. ↩