ComplaintsforLuxor Hotel & Casino

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I stayed at the Luxor Hotel in Las Vegas from February 26th-March 1st of 2022. On the morning of my check out day(March 1st) I noticed that there were some damages to my hotel room door that were not caused by me. I stopped by the hotel front desk during my checkout and told them about the door and how it appears that maybe someone was trying to get in from outside the room. I took pictures of the door and showed the employee at the front desk who said "they'll make a note of it". Approximately one week later I received a charge for $3,600.01 from the hotel on my credit card. I never received a phone call or an email about this charge or what it was for. I called the hotel and was told it was for damages to the room including two smashed TV's, a damaged couch, a damaged chair, and a penalty for smoking in the room. None of these items were damaged when I checked out of the room. I know for certain that we were watching the TV right up to the minute we checked out so it could not have possibly been damaged. My fiance and I are not smokers either so there's no possible way that we could have caused any smoking damages. The hotel has failed to provide me with any proof/pictures of damages and had said all I can do is dispute the charge with my credit card company. I have been in the process of this dispute for several weeks now and still do not have an answer. I'm looking for any proof that the room was actually even damaged and to be refunded for damage charges that I did not do.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/04/19) */ Dear Valued Guest, Thank you for reaching out about this situation. Please be on the look out for direct communication from the hotel regarding this matter. Consumer Response /* (2000, 7, 2022/04/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received reimbursement of all damage charges.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid a $150 fee for incidentals for the room and it's been 3 weeks and I have not received my reimbursement. I left the room in perfect order.

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/04/05) */ Dear Valued Guest, Thank you for taking the time to reach out and share your concerns. Please be on the look out for further communications from us.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had to change rooms. The first room smelled like body odor and not clean. Floor was not vacuumed and bathroom disgusting! I had to go downstairs 4 times to get keys. Twice for the first room and twice for second room. The supervisor at front desk was rude and pointed me to the back of the line after being there FOUR times. The lady with the tablet was rude as well but, at least she helped and was fast about printing a key and not waiting in line. The entire experience was horrible at check in. The pool was even worse. Dirty and cold. One hot tub that that wasn't hot. Drinks were horrible.

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/03/29) */ Valued Guest, Thank you for bringing you concerns to our attention. We will be reaching out to you directly at the email address provided for further assistance.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 01/09/2022 i booked a room it was a comped room so it was 0.00 I was suposed to pay 39.95 for resort fee at check-in. Due to certain circumstances I had to cancel so I did not realize I would be charged $70 to my bank account for a room I did not go to Plus on top of it it makes no sense because there was no $70 charge ever going to be charged to me so not only did they charge me they overcharged me for a room I did not ever check into and it says check in front desk where the charge came in so I would really like a refund on my money

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/01/18) */ Valued Guest, We apologize for any frustration surrounding your recent reservation. Our records reveal that this booking was not cancelled whatsoever, and we held the room for your arrival. Moving forward, please be advised that for a penalty free cancellation, we require 72 hours' notice, or the deposit is forfeited. However, if a guest simply does not show up, a no-show penalty is applied as, again, we have held the room for your arrival and it was unable to be sold to a new guest. We apologize for any frustration this caused and hope it will not dissuade you from considering our resort moving forward. Thank you, Luxor Las Vegas Guest Relations Consumer Response /* (3000, 7, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know for a fact i cancled my reservation through m life plus like i said it was a free room to begin with and i had emergency situation come up to where i had to cancle i want my money returned i think it is completely unfair Business Response /* (4000, 9, 2022/01/26) */ Valued guest, All online and reservations-based cancellations are confirmed via email, but if you have any documentation of the cancellation, or even a screenshot of the call log if this was done by phone, we will be more than happy to review. We always want to ensure any and all charges are proper and apologize for any added frustration. Thank you, Guest Relations

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a room at the Luxor from 1-2-2022 to 1-5-2022. My flight was cancelled and i was unable to go to the hotel. I called the hotel that the flight was cancelled and I cannot make my stay, they told me to call ***********. I called ***********, they stated that the hotel refuses to refund my money for any reason.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/01/12) */ Valued Guest, Our apologies for the difficulty you have had with this matter, especially as it was through no fault of your own. We have reached out to our internal reservations team for assistance and you should have more information shortly. We too will email you directly so that you have an easy way to reach us. Thank you. Consumer Response /* (3000, 7, 2022/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept anything less than a refund to close this matter Business Response /* (4000, 9, 2022/01/19) */ Follow up email sent to guest. We have approved his refund on our end, the third party company needs to process it.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I stayed at the Luxor Hotel about one month ago. The room and service were great. We had a wonderful time. One issue though, there was a hidden fee that they informed us about at check in. We had already paid the resort fee but there was a second and they really didn't tell us what they were for. I felt ripped off. We were supposed to get a refund but they lied to us, We never got the refund. I have tried contacting them but I don't get an answer. I am so disappointed as we really had a lovely time but I will never go back if I don't get a refund.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2021/11/16) */ Valued Guest, We are unable to locate a matching reservation in the provided name above. Please advise if there was another name which your reservation may have been made, with dates if possible, as we will certainly ensure all is proper on our end as far as billing goes. Thank you, Luxor Las Vegas

• Initial Complaint

  11/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The customer service representatives were awful. I was told I was paying for something GUARANTEED. Then when I called I was told there was no such thing (i paid extra directly on the website for "guaranteed early check in"). I was told by all representatives that there is no such thing. I did arrive rather early so I asked if there was any accommodation. They said no, so we tried to find a place to wait, after being shuffled around and told to leave several open seating areas (like garbage) I went back to the desk. And asked to speak to a supervisor. He was super rude and very sarcastic. He asked for proof of the thing I told him we're listed on the site AND app and once I showed it to him he continued to be sarcastic and tell me I was lying. I will NEVER EVER EVER come here again. Disgusting service !! Can't even enjoy the rest of my honeymoon or the hotel itself because I'm so aggravated by the service I've received before even GETTING A ROOM!

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2021/11/16) */ Valued Guest, We are disappointed to hear of your frustrations while attempting to check in to Luxor. When selecting this feature during the booking process (in the little "information" icon), it states that your room will be available for check-in beginning at 11 AM, rather than standard time of 3 PM. Our records reveal you were hoping to check in at 6 a.m., which is many hours prior, and regrettably, we were unable to accommodate such an early arrival. We are reaching out to you directly at the email address on file and hope to reassure you of our commitment to excellence. Thank you, Luxor Las Vegas

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed here from 10/20 to 10/26, The first room they put me in had construction going on around it. The 2nd room they put me in had no heat. They told me on my 2nd to last day that the hotel does not turn heaters on until november and finally sent me blankets. I called and asked before booking my room if the pool was heated when we arrived we went to the pool and it was not. We talked to the pool manager she said there was nothing they could it and it had been like that for a few days now. On the 25th we lost all the water in the hotel. I could not reach anyone at the front desk and there was a long line people all trying to figure out what to do. I had to get ready at a friends hotel, and use the bathroom in another tower. I called the front desk and the lady said there are no managers to help me as they are all outside with guest. She said she would wave all my fees because of everything that happened. I said great thanked her for her help. On my day of check out I looked at my bill before check out and nothing was done. I called was on hold for 1 hour finally got this rude desk agent told her everything that happened, She said she wouldn't do anything, I told her I don't have time to go to the desk and wait in line, and would like her to do what the person from the night before promised she would do, She was very rude and only added the minimal credit she wanted to. Then as I was about to leave when security came to my door and told me that agent said I had threated her and that they put a trespass on me. I never threated her, and never have and any issues with staff at any hotels I go to. I am also an Mlife member, It is crazy to see their customer service level hit a rock bottom low. I have never had to write one of these. I have tried all day today to talk to someone but I just keep getting bounced around.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2021/11/10) */ Valued Guest, Our apologies for the frustrations as noted in your complaint. It sounds as though your visit was not up to our usual standard and we wholeheartedly apologize for the difficulties encountered over the first two days of your stay. We are concerned to hear that although your visit may have improved, and adjustments to your account were made, you were under the impression that more charges were being waived. Disappointing too is that further conversation included comments that our staff deemed threatening. As much as we can understand your frustration, we also have a responsibility to ensure the safety of our guests and staff. For this reason, we are unable to further assist. Thank you, Luxor Las Vegas Guest Relations

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hotel accommodations. To Whom it *** Concern, My wife and I were guest at The Luxor (room ***** from October 3rd through October 6th, 2021. We spent our honeymoon there in 1996 and decided to celebrate our 25th anniversary at the same hotel. Unfortunately, our stay was very disappointing. Our room was always warm, although, we had the air on the coolest setting the entire visit. The most frustrating issue was the bathroom. It literally flooded every time we took a shower. The water pressure was great, but the glass partition was not long enough to contain the spray and the entire bathroom was sprayed with water. Floors, counter, toilet and all of our personal items, etc. We had to use every towel to soak up the water and we were still stepping into a towel-soaked swamp of water. Also, the only shelf in the shower was a tiny, triangle soap holder attached to the wall, so all our toiletries had to sit on the flooded floor. There was not a single towel holder in the entire bathroom. There was only one hook on the back of the door. We were supposed to have a mini-fridge, but did not, and the vending machines didn’t work on our floor. Also, we were not informed of the daily dining credits available. We tried using the app for access, but the elevator would not accept it and it wouldn’t unlock our door. We went downstairs to get actual cards and they only worked sporadically for the elevator. There were some other minor issues that we shrugged off as not worth complaining about, but the things listed above were just too great to ignore and it would certainly benefit you to be aware of for future guests. Sincerely, **** and ***** *********

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2021/10/27) */ Valued Guest, Our apologies for any frustration regarding your visit. An email was sent to you directly, on 10/21, at the address on file. We hope to be able to remedy the shortfalls detailed in your remarks and thank you for bringing them to our attention. Consumer Response /* (2000, 7, 2021/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund issued.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Luxor Casino stay from October 15-October 18th, 2021. Did not receive service that I should have in a casino that we paid for. Hotel room smelled of mold and mildew The AC unit constantly ran and was freezing in the room, leaked water all over the floor, took pictures. Shower door didn't have a way to close it causing water to get all over the floor and bathroom counters, soaking everything and making it a dangerous environment. It was freezing in the room, no heat, asked for blankets to be brought up time and time again, never delivered. Elevators didn't work half the time along with the escalators. The pillows were basically flat as the pillow case, requested for replacements, never received.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2021/10/27) */ Valued Guest, Our apologies for the frustrations as noted in your complaint. It certainly sounds as though your visit was not up to our usual standard and we wholeheartedly apologize for the frustrations encountered. We have sent you a message directly, at the email on file, in the hopes of rectifying this matter. Please review at your earliest convenience and be sure to get back to us so that we may look at the next steps. Your satisfaction is our goal and we hope to welcome you back again soon. Thank you, Luxor Las Vegas Guest Relations Consumer Response /* (2000, 7, 2021/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Luxor guest services team reached out to me privately and took care of the issues. I am much appreciative that they wanted to address the issues and make things right.

*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. ↩