ComplaintsforLuxor Hotel & Casino

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into the Luxor on July 31st - I had 3 separate reservations cuz I had some days that were comped and some of the days I had to pay for room. But total was there from July 31st to august 6th. I did pay extra to be able to stay all week long in same room. Third night into my stay I am woke up from water soaking the end of my bed. I look up and my ceiling was leaking water. And you could see the brown line across the ceiling where this leak had been there for a while. My shoes got wet had worn and that were sitting on the floor under the leak and the floor was soaked. So I go downstairs to tell the front desk cuz obviously I am going to have to change rooms. First she doesn't believe me until I show her the video - I took a video of the water dripping from the room - so then at that point she is like oh well let me give you $100 credit for like Food. I already had $100 on there from my mgm rewards and i hadn't even used that one. So she says she can move me Rooms and she assured me it would be same room same size. So I gather all my stuff - and let me mention I was there for the paparazzi convention so I had tons of jewelry in my room and had to move it all. Well we get Downstairs to our new room which is down on the first floor and must be next to the sewer line cuz it has an awful smell. Then my room was not the same one. My last room had a second room with a couch and a second tv and huge area for me to lay out all my jewelry and do my live show- this new room had no coffee table cuz it couldn't fit and no second Tv / so this new room was much smaller. So after paying extra to be in my original size room / your roof then leaks in my room and into me and my husband and onto our belongings and them you put me in a smaller room and then give me $100 food comp that I didn't even use. I am so upset with how we were treated. We should have beeen given a full refund for our stay and a better room. I am disgusted by how we were treated.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/22) */ Dear Valued Guest, Please look for direct communication from the hotel.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 06/26/22 I checked into the Luxor casino for my birthday celebration and was called over by the Luxor staff asking my self and boyfriend if we would like to receive show tickets as a gift for staying with them in exchange for going to see their timeshare for an hour. So the following day 6/27/22 we arrived at the ******* property and sat through the presentation for 2 hours they wanted to run a "Credit check" on me to see if I qualify for the timeshare and I asked what was this for and the representative Cesar and his female associate assured me that this is a credit check and immediately took away the tablet from me. Later that day I received an email saying Congratulations you have been approved for our ******* Rewards earner credit card and I should receive it in 7 days. I called the company demanding to speak with a supervisor because I never agreed to sign up for a credit card but kept getting passed around 1 representative said that it will be canceled but I do not want this affecting my credit and I'm unsure what else they used my information for. They opened a credit card without my consent and will like to make sure my credit will not be lower because Cesar opened a credit card in my name without my consent.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/12) */ Hello *****, We are aware of the situation and have forwarded it to the appropriate company. Luxor does not have access to ********* records. Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will I be contacted by the establishment that did this? When I went directly through them they said that I will be contacted in a few days and receive a confirmation in the mail about my card that I didn't sign up for to be closed and haven't got anything back from them then was told to take it up with the Luxor Business Response /* (4000, 9, 2022/07/14) */ Hi *****, Please look for direct correspondence from the hotel for better ease of communication Consumer Response /* (4200, 11, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted via email from guest relations services from Luxor stating that if I do not hear from the time share people you allow to solicit people on your property by July 20th to keep in contact with you so the problem can b resolved and it's clearly not. I received an email today from the credit card I did not apply for that to my understanding was canceled telling me about all my benefits and it's concerning to me because the card is not in my possession. Please fix this Business Response /* (4000, 13, 2022/07/22) */ Hello Ms. *******, We responded to your email this morning. Please look for the communication in there.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My children and I rented two rooms at the Luxor in Las Vegas checking in on June 1st 2022 and checking out June 5th 2022. When we checked in I paid the resort fee for both rooms in cash and put the security deposits for both rooms on my credit card. After checking out on the 6th of June we were told the security deposit hold on my credit card would be released in 5 to 10 days and as of today 27th of June it still has not been. I talked with Luxor last week on Tuesday Thursday and Friday and again this morning and was told on all of those phone calls that I would have to talk to accounting and they attempted to transfer me there all four days and the same thing happened all four days in that the voicemail for accounting said all of their offices were closed. When I talk to Luxor this morning for the second time they tried to tell me that I had only paid part of the resort fee in cash which is not correct. When they attempted to tell me again this morning that I would have to talk to accounting I informed the person I was talking to that I had tried four separate times and they are always closed at which point he told me all I could do was file a dispute with my credit card company.

  Business response

  08/28/2022

  Business Response /* (1000, 5, 2022/07/07) */ Dear Valued Guest, Please look for direct communication from the hotel

• Initial Complaint

  06/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Do not recommend this hotel for the following reasons: 1) Our stay was from June 20 -24th 2022, on date June 23rd, elevator was not working, me accompanied with guests from other rooms had to walk down from floor 17th, hour was about 11am-12pm, tried calling and no one answer, service is bad. 2) The same date on June 23rd evening 11pm after returning to hotel, my room was not cleaned, this is not acceptable and called front desk and never sent someone within 15 mins and we have to sleep with uncleaned room, bad...and the worst thing was i have two little kids with me, never expect this from a 3.5 star hotel, i don't think worth even 0 star. Front desk has all documentation of my request. 3) Parking lot is not free i understood, however it's 10 mins walk from my room and there's no short cut, i have two little kids, staying four nights there were a nightmare walking from the parking lot. Routes had to be redesign and cut thru the swimming pool with access directly from parking lot. 4) No fridge and microwave, at least fridge is a must if microwave is not allowed in so called high end hotel, as a consumer i don't like to be forced to eat outside everyday 5) Never used the swimming pool because the hours are so limited 9am-6pm, come on, it's non-sense to swim under hot sun before 6pm and no one is going to spend majority of their best time 9am-6pm in the hotel, this is ridiculous, i would never ever go to this hotel again, don't even want to mention their name to anyone. I will go ahead and post all my negative reviews on ****** and all other social network and will not recommend any of my friends if Luxor hotel executive is not giving me a solution or at least a formal apology.

  Business response

  08/27/2022

  Business Response /* (1000, 5, 2022/07/06) */ Dear Valued Customer, We were sorry to see that your stay was less than exceptional due to the issues you encountered while you were here. This is not reflective of the high level of service we aim to provide and we sincerely apologize. We will be sure to share your comments with the appropriate leadership teams for their review so that we may strive to provide better service in the future. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can you pls refund my hotel fees? Due to my room was not cleaned, no fridge, have to walk down 17th floors with my two kids and my wife, this is not a pleasant stay at all, never experienced something like this before. Came back to the hotel midnight and room was not cleaned. Business Response /* (4000, 9, 2022/07/13) */ Hello *******, As a gesture of goodwill for the difficulties you encountered while you were here, we have removed two nights of the resort fee for you. We have refunded your Visa card on file in the amount of $79.36, please kindly allow 5-7 business days for the refund to reflect on your account.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello-my name is ******* ****** and my fiancee ****** ****** and I had a room reserved for 2/22/2022-see reservation ********* at the Luxor hotel. We canceled the room on January 15th, 2022, and were told at that time (by Ryan) that we could expect a refund of $95.41 charged back to the bank card/credit union that I made the reservation with. I explained to Ryan that I had closed that account in November of 2021 and was wondering if the funds could be sent to another bank or if I could be issued a check from his organization? He checked with his Manager- Deanna- who said it was the company's policy to send it back to the bank it came from and that I would have to check with them to see if it ever showed up. I stopped into ******* ******* Credit Union and they said the account had been closed and no additional money had ever showed up. On March 16th, 2022 I emailed [email protected] and explained the situation and never received any reply back from anyone. Several weeks ago I spoke with Maria from the phone bank at the Luxor and she was kind enough to track down and provide me with the email to the accounting department. At that time Christa Ybarra who said she couldn't find where any money was returned. I am now asking you to help me retrieve my $95.41. I would appreciate someone reaching out to me and letting me know how this can be solved as the bank says they do not have it and the casino says they do not have it, and I know for sure I do not have it. It is not a large sum of money, but it is mine and I would like to have my refund issued to me. Respectfully, ******* ****** ************

  Business response

  08/27/2022

  Business Response /* (1000, 5, 2022/07/06) */ Dear Valued Guest, Please look for direct communication from the hotel Consumer Response /* (2000, 7, 2022/07/07) */ Mr *******-I am happy to say the issue in question has been resolved. Unfortunately, the Luxor was not at fault, that guilt lies with my credit union. I apologize to you and them for this confusion. However, given the information I had at the time it seemed they weren't dealing in good faith, and I was caught in the middle. Please close or remove this case if at all possible. Respectfully, **************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First before I even arrived I was accidentally double charged when they were trying to link my reservations together. They were never able to do this so each night I was charged an additional deposit instead of the hold limit of $200. As soon as we checked in 4/6 housekeeping had to come because the bathroom was filthy. Wifi never worked on my daughters school laptop for some reason. Next incident, they deactivated my key 30 minutes before checkout and so I was unable to get back up to my room and to my child who was in the room. I had to have her call down to front desk to let them know I was stuck in the elevator.This occurred twice! (I have pictures) The first time they did mark that elevator out of service for the reminder of my stay. For the second time, I finally was able to get out and went back to my room after about an hour from leaving. Security finally showed up to my room and asked if I was ok. I called the front desk to alert them what happened, went down there as they suggested to get a new key and they say my card was deactivated accidentally. They tried to charge an additional amount, so I had 12 pending charges pending from the Luxor, which was my mistake using a debit card with this property. Lastly after all this trouble I spoke with front desk, with all my money on hold and tied up on my last day there and they offered to waive my six nights but was unable to do so at that time because a few nights were booked under my daughters sports convention but that I would see the refund about 30 days and she would have a manger take care of it. It has been 45 days and I called the front desk and spoke with a manager Bianca who was quite rude and stated she can refund me one of my resort fees on my final stay (4/11) but I still have not seen this happen. That made no sense when I was promised my stay would be comped/refunded. I have reached out and even emailed mgm resorts last week with no response.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/06/08) */ Dear Valued Guest, Please look for direct communication from the hotel. Consumer Response /* (3000, 7, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was only refunded the resort fee from one night after I called and spoke with a manager directly. Still missing the remainder of the refund that was promised in April. Business Response /* (4000, 10, 2022/06/15) */ Hello Ms. ***********, We were sorry to see that you were not satisfied with our additional gesture to comp one of the nights you were here due to the difficulties you encountered. Unfortunately at this time, we are unable to offer more compensation. We do sincerely apologize.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2/26 I made a reservation for 2 rooms that totaled to $336.30, paid $39.50 on my credit card in question ending ****. On 8/2 I called the Luxor to add another night which brought my new total to $353.28 which I had to pay an extra $75, but I used another card when making that payment On 8/26 we arrived at the hotel a day late because our flight was canceled the night before. I had left my walled back in ******** by mistake and all I had was my ID, no credit/debit cards. My Dad put the remaining fees on his **** debit card which was 2 transactions for $194.56. On 9/30 the statement was received that included room charges for room we didn't authorize, no agreement signed myself and I had no physical cards on me for a possibility of error or it being used. Plus, my 2 rooms were already paid for with different card. I called and spoke to Eric whom found that the unauthorized transactions I was quotienting was charged to individuals that's on the wedding party list which indicates they saved my card and which it also verified that my card was saved to entire wedding party reservation. I advised them I did NOT give authorization to save my card nor did I have a card to swipe at the hotel because we for 1 arrived a day after everybody because of our flight and I didn't have my cards with me. He advised me to after speaking to his superior to file a dispute to get my money back because its quicker which I did. The unauthorized charges are listed under Brenda Morrison, but when we checked in, the rooms was already updated to read my name Tamika (Tameka) Anderson which is what we paid under the day of checking in. The Luxor, nor has ************************ has not been corporative on digging into the issue on why we we were doubled charge. After requesting all the receipts on several accusations myself found that they created 2 transactions for all 3 of the room, the night we paid and the card they saved on file.

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/05/27) */ Dear Valued Guest, Please look for direct correspondence from the hotel regarding your concerns. Consumer Response /* (3000, 7, 2022/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've sent 3 emails explaining that the card ending in **** has been closed and ************************ transferred their credit cards to another company. The other 2 cards credits was received, but not the card ending in **** $790.11. I explained that they may need to send a check, but I have received no response from either of the 3 emails I sent. I did communicate them because I provided the card numbers as she requested, but I didn't know the credit was being returned the cards which I immediately advised them of the situation with the **** card and the possible need to send a check instead. June 2nd, 7th and 8th are the days I replied to the message with no response. The other 2 credits I was given on card **** for $389.12 and **** for $162.91 were both received on 6/1. Business Response /* (4000, 10, 2022/06/14) */ Hello Ms. ********, We apologize for the delay in our response. We have sent you an email. Consumer Response /* (4200, 17, 2022/06/27) */ ***Document Attached*** I have not received the refund for the Visa ending in ****: Total amount returned $790.11 2 Refunds (*****/*****) = $313.60 Each 1 Refund (*****)= $162.91 I advised them the Credit Union transferred the accounts to another vendor and that I have yet to receive it. I've talked to the Credit Union and the new 3rd party vendor which they've verified no credits has been received from the Luxor in that amount. they also checked the unclaimed funds, no history. I email the Luxor and as usual I've received no response. In the email I advised do to the card being cancelled that I would need the payment in a form of a check which would get all of this over with after 9 months of dealing with this. I received the other 2 credits that was sent and this one is remaining. Business Response /* (4000, 21, 2022/07/14) */ We have resolved the issue and mailed a refund check for the account that was closed.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I stayed at the luxor for a vacation and stayed for about a week. The stay was awful. The stand for drinks were never operating on the first floor. The hotel room was musty and humid, smelling of mildew. The shower does not have two doors but an open concept with a small panel of glass so the water sprays all over the floor. We had to use our fresh towels everyday to try and soak the water up and not fall in the bathroom. No matter how long we left the bath fan on the bathroom stayed humid and the room would get even mustier. The ********* on site were always closed and the elevators were janky. If you didn't have your key ready in the elevator it would take you to the creepy basement. No one explained this key process about the elevators. The carpet in the hallway on the way to our room had barf on the floor for four days. Was miserable in our room the entire stay.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/06/03) */ Dear Valued Guest, Please look for direct communication from the hotel. Consumer Response /* (2000, 7, 2022/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I have gotten your response through email.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  February 11, 2022, I made a reserved a room at Luxor Hotel between $19 and $29 a night on ************ Payment was not requested. I paid cash. I arrived at Luxor about 10 pm, and was asked to pay for the room and resort fee. That I did. But I noticed an additional charge, in the same amount as the resort fee in the amount of $39.68. I immediately brought the concern to the front desk clerk, thinking perhaps typo. She said we can talk about that later, I have other customers waiting. I took that as a rush job and it was late and I was tired. So I stepped aside and went to my room. She remained very polite manner and with a smile. I took her word. She was the only African American lady present and she stood between 5'3" and 5'5." I checked out the next morning and approached the a clerk, she suggested I take it up with the original clerk. Not seeing the clerk, I left. I tried to approach management via phone, but it seems like Luxor does not have a hotel management. Online suggested MGM, since it is the parent company. Also, MGM does not list hotel management either, phone number or email. I feel like I am being given a run-around. Please help.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/05/24) */ Dear Valued Guest, Please look for direct correspondence from the hotel. Consumer Response /* (3000, 8, 2022/06/02) */ * Please see attached documents See document, concerning Luxor Hotel. It confirmed I paid $67.51 for hotel room and taxes (and other fees), and then paid $39.68. Previously, I sent a copy of my bank statement where I paid with a debit card card for the taxes and other fee - I felt it was resort fee again. I paid the third party $67.51 and another $39.68 to Luxor front Desk. ************** claimed they covered all expenses, including any resort fee. See their phone number: (***) ********. I hope you have better luck, than I. I ran into a block road with Luxor. They are stubborn as a nail. Appreciate your services. ********* **** Business Response /* (4000, 10, 2022/06/09) */ Hello Mr. ****, Typically, third party companies do NOT cover the resort fee when you book through them, as the resort fee is a hotel fee paid directly to the hotel upon arrival. At the end of the confirmation documentation you submitted it does include the resort fee amount of $39.68. If there is a discrepancy with the third party travel company in the way their worded their confirmation, you will have to contact them about that. Unfortunately at this time we are unable to refund the resort fee as it showed unpaid on our end upon your arrival. We do apologize for the inconvenience and miscommunication.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 29, husband & I tried their online purchasing ********** show Luxor Las Vegas. Price($60. +fees total $80.35) total for both $160.70 I put my credit card in and hit purchase button. The internet inside Luxor, spun, spun for 10 min. Then went to freeze, and then blank. Checked our email, no tickets. We went to the box-office, no one there. So we picked out seats, and put the credit card in, and it emailed us our tickets, and we went to the show. Upon going home, on the Visa, there are two charges for 03/29 $160.70, # ***************** 03/29 $160.70 # ***************** Notice two different numbers! I would be glad to e-mail the copy of the charges on my Visa. We were charged twice for the same show, and we never got an e-mail, I have tried many times to contact Luxor. I have called Luxor, and get the run around, no one claims its their depart. Our bank says try to get it. Luxor is disputing it. Please help us. $160.70 is alot to us. Thank you ******* *****

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/05/27) */ Dear Valued Guest, Please look for direct communication from the hotel. Consumer Response /* (2000, 7, 2022/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩