ComplaintsforLuxor Hotel & Casino

• 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,
  
  *******************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just got back from ********* for my husband's birthday getaway. We have been planning this trip since last year. Since his birthday fell on Superbowl weekend, we thought it would be fun to get a Suite and connecting room. When we arrived, 8:30 am, we did not expect the room to be available our flight was early regardless we tried for an early check-in. We arrived with mobile checkout in the past and it allowed us to go directly to our room. Not the case on Sunday, February 12, Superbowl Sunday.Waited for ready notification, around 12 went to check in desk,were told the connector was ready but not the suite. She explained guest prior to us had not checked out, this was the reason. She called room no answer. She explained guest need to hear they will be charged $100 then leave. She talked to her manager and told us after charging $508, we could access the connecting room for now, they would text us when room was ready. Disappointing since we were planning hosting Superbowl in our suite. My husband hesitant the room would be ready so he suggested we go somewhere else to watch the game, which we did. After the game around 7 pm, and a text had never come we became more disappointed.We still had to desk again and he could not explain the confusion. When entering the room it smelled like weed.When first entered the connecting room, the maid's cart was in front of our suite which made us believe perhaps this was the reason. I did call the front desk and was told they would note my concern.If charged for smoking in the room, we do not smoke so there is no possible way we should be charged. Not pleased with the way my situation was handled and how disappointing that we were not accommodated or at least given an apology for our inconvenience. I will not book a room with Luxor even though we are MGM Rewards members.Charged $508 and then $300 which is ridiculous Reservation # ********* February ***** *************************

  Business response

  02/23/2023

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

  Please look for direct communication from the hotel, via a response sent to the email you sent the hotel.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was our first adult Vacation. As much as it was an amazing experience, the hotel left alot to be desired.We had problems of clogged and stinky sink as well as trouble flushing the toilet.We were hoping for a better experience as it was our first time in this hotel. We checked in on Feb 9th and out on Feb 12th. Our room number was *****.

  Business response

  02/22/2023

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

  Thank you for bringing these inconveniences to our attention. We will ensure the appropriate team follows up and resolves these issues accordingly. As a gesture of goodwill, we are happy to remove the late check out fee and one night resort fee from your bill. We have refunded your **************** on file accordingly, please kindly allow **** business days for this to reflect on your account. 

  Thank you,

  Luxor Hotel and Casino

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at the Luxor July 5th-8th 2022. Our vacation was upended - we were kicked to the curb out on the streets of ********* in the dark with a trespassed label, with my 4 y/o little brother & NOWHERE to go. All because we charged 3 sandwiches to our room & then tried to explain our position to your unprofessional manager *****. Thousands of miles from home. 4 security guards began beating on the room door - "we owed money, had no credit card on file, and being removed from the room" We knew it was a misunderstanding...had booked the trip through our Chase credit card's ultimate rewards and All was paid for! Because none of our rewards were showing in app, we waited for hours (before) and been at the desk 2x that night trying to correct the *** rewards app and connect our stay to my Mom's *** accounts #******** or #******** (someone really messed up) & NO ONE EVER alerted us to any issue! So, when we went to the front desk to straighten out whatever mistake had occurred and told our initial reservation deposit was void and that we had to present another credit card and repay another full deposit or GET OUT, we were Gobsmacked!! We had buffer cash but not that much. Minimum efforts were made to accommodate, no matter how hard we were tried to work side by side to come to a solution. We were celebrating my *********** ********* Of course we argued and handed him our last $120 in cash, and asking for 3 hours to meet his demands-at midnight we'd have our paychecks roll in. We were frustrated but respectful and lucid minded. But they continued in their unprofessional spirit, and we were escorted out by security in the most cruel and inhumane way ppl there would attest to. 0 time to get our belongings, and refusal to help with the **** FEE at gate. I deeply hope we are the only ones something like this has happened to, but I'm sure it's not. I implore you to make it right, stand by your word and return what is ours. And to ensure this never happens to a guest again

  Business response

  02/03/2023

  Hello,

  While it does sound like there were some challenges with collecting the balanced owed and appropriate deposits, our Front ********* did their best to accommodate you and your family by allowing you to defer payment and had all intentions of allowing you to remain in the room once the necessary balance was paid. As you mentioned, Luxor and its parent company, MGM ********************** promotes a culture of diversity, inclusion, and respect for all people. We work tirelessly to ensure guests, employees, and visitors feel welcome at our properties, venues, and events. We sincerely regret that you did not feel this was the case. While we have a commitment to diversity, we also have a responsibility to ensure that all of our employees and guests feel safe. We regret that during your interactions with our Front Desk and Security teams, there were several statements made by you and your party that were very inappropriate and threatening and made our employees feel unsafe and degraded. As well as the event in which the 4 year old child was left alone in the room and was discovered unattended by Security. While we understand that this was a frustrating situation, we are only able to assist you when you too are respecting our guidelines of diversity and inclusion.

  Thank you,

  Luxor Hotel and Casino 

  Customer response

  02/03/2023

   
  Complaint: 18969255
  
  I am rejecting this response because: It is nearly identical to a single email we received and brings no clarification or solution. In response to your last sentences, I was with my little brother (my 19 y/o self) at all times in the hotel room, and my Dad with him beforehand; I was with him in the hotel room, while my parents tried to find out what was wrong with our payment (we as in my family - parents). I don't appreciate that statement and accusation. This certainly does not reflect a high standard of customer service or the **********************'s claimed promotion of culture of diversity, inclusion, and respect for all people. Actually, it appears we were trespassed and treated horrendously due to retaliation. We explained our situation thoroughly, and made all payments! Our credit card was erroneously charged, and still we made more payment demands and did our best to find a solution. Yet, we were still kicked out, with security to our backs and their refusal to help w/ EXIT GATE FEE.  The effects of theses actions and others like it can be deeply felt and have far reaching negative impacts by people with similar experiences to ours. I would like some sort of a resolution to the situation. We would like more reasoning from the guest relations about what they investigated and what they are referencing more narrowly. We were respectful, and lucid minded, but of course humanly frustrated and worried about multiple threats made to being pushed out into a dangerous situation due to an error. What you've said blurs if we were forced to leave due to policy, or human contempt, and shows no consistency in service.
  
  Sincerely,
  *********************************

  Business response

  02/22/2023

  At this time, there are no further comments / resolutions Luxor can provide. We have already provided a formal response to this case and stand by our original response. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reserved and stayed at Luxor Hotel in ********* from 1/18/2023 - 1/25/2023. I checked in on the Luxor app. The app indicated that they would send me our room number and digital keys as soon as room was ready. We still had not been sent our room number when we arrived around 4:00 pm. I had to physically go to reservation desk and inquire before they gave me the information. The app was a waste of my time. On the app it asked if I wanted daily cleaning, which I answered yes. Twice our room didnt get cleaned and we had to ask someone to come do it. I was told that I indicated on app that I did NOT want my room cleaned daily, which is not the case. The second time it happened, I had to call twice! On the last morning we got up to no water in our room. When I called, the desk said we should have water in less than 10 minutes. Two hours later we Still had no water, so we checked out. On top of all this, we paid for a nice room at $148 a night. For that we got no complimentary coffee or water in our room that is ALWAYS in hotel rooms, even the cheap ones! I will never stay at Luxor again.

  Business response

  01/26/2023

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

  We were sorry to see that your stay was less than exceptional due to the difficulties you encountered with housekeeping and the unfortunate water shutdown we experienced while you were here. We will be sure to share your feedback with the appropriate leadership teams for their review.

  Thank you,

  Guest Experience

  Luxor Hotel and Casino

  Customer response

  01/26/2023

   
  Complaint: 18900315
  
  I am rejecting this response because:
  I want to be comped at least two days for all the unnecessary problems we had while staying at Luxor. We spent $148 a night for this stay and would have had better service for less money at another hotel close by. 
  Sincerely,
  
  *******************

  Business response

  01/26/2023

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

  The reason you did not receive daily service is because you had declined it while doing mobile check in. You did not contact the front desk until the afternoon prior to your departure about this issue, thus not giving us a chance to resolve it for you. At this time, we will not be able to provide you with compensation.

  Thank you,

  Guest Experience

  Luxor Hotel and Casino

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are filing a complaint about our recent stay (December 30, 2022, until January 6, 2023) at the Luxor ********* ******************************************************** 30 (arrival): Rooms were poorly (if not to say "not at all") cleaned. Beds were made, but overall state was dusty and filthy. Remained the same throught entire stay.December 31: In the evening we found that my mom's room the heating was not working as room temperature would not go over 21 degrees C even with the A/C up to *** **** for a full day, and my mum is notoriously freezing.January 1: Complained about this with housekeeping who forwarded it to maintenance. 1 hour later, maintenance was there. Results: thermostat broken, no repair possible. Suction filter replaced, cold-water pipes "disabled"(own words) to not cool down the air. No functional guarantee given. A/C was left on at **** C all day, no success.January 2: Complained again, PLUS the fact that warm water in bathroom sink was not getting warm (that was already the case previously, but we only mentioned it during this complaint). January 2 was a nice sunny day, we left the room with A/C at ****. Still not working. Maintenance told us that A/C worked properly, however, this was just because curtains were open and sun was able to heat room up a bit.January 3: My mum showed first symptoms of a cold / respiratory problems (coughing, sneezing, freezing even more) which grew worse over night.January 4: Physician ordered, came in the evening. Diagnosed acute bronchitis and respiratory tract infection. Before his arrival, my mother called the Luxor "Emergency" phone number for one final A/C complaint. Manager and 3 techs came and eventually fixed issue (replaced pipes, flushed hot-water pipes a few times). Once done, A/C was at least warming up to **** degrees C, and also warm water in sink worked properly.January 6: Also I caught this cold / suffered from the same problems as my mum and had to get the physician to get diagnose and treatment.100 % refund

  Business response

  01/11/2023

  Dear Valued Guest,

  Please look for direct communication from the hotel.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this complaint in great disappointment. I stayed with Luxor for the first time this holiday weekend. I attempted to address this matter in real time but your guest relations was very unhelpful, and therefore I have no other choice but to address the matter here and through the Better Business *****. I would like to report, that I stayed in room **** and immediately across the hallway there was water damage. This occurred on December 31st. I seen wallpaper peeling from the wall, an air mover for water damage sitting in the hallway, never once plugged in.... NEVER. By the second day the smell of mold started. In addition to this health and safety issue there was an elevator button that was missing. My husband is an elevator mechanic and was aware that 120 volts of electricity is open to the public. We reported to someone and it never was covered or addressed. This could have killed someone. I am upset that I paid to stay in this hotel, I expected to be compensated and out of $1444, I was refunded $119. I am an ER nurse and i am aware that mold is a health and safety hazard. These issues are not little issues and hopefully no one was injured. I have pictures if needed. Thank you.

  Business response

  01/23/2023

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

  We have previously passed your feedback along to the appropriate leadership teams to be resolved accordingly. We apologize that you are not satisfied with the compensation we issued, but we are unable to offer anything further at this time.

  Thank you,

  Luxor Hotel and Casino

  Customer response

  01/23/2023

   
  Complaint: 18693137
  
  I am rejecting this response because: we paid over **** dollars there should be better compensation and service recovery. There is plenty of wiggle room to offer compensation. 
  
  Sincerely,
  
  *************************

  Business response

  01/24/2023

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

  At this time, we will not be providing compensation further to what we have already provided you.

  Thank you,

  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. ↩