ComplaintsforLuxor Hotel & Casino
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Complaint Details
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Initial Complaint
09/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Put in a room with AC not working at all. They moved me. The room I went to still did not work 100% good. I took my AC apart and found out why it did not work. The AC was packed full of every thing nasty!!! Pics of AC attached!After this amazing encounter then the elevator never worked right! The first time the elevator did not work for me I went to front desk and said hi my phone must have deactivated my room key. No sir you just have to be smart enough and just use another elevator, you wasted your walk coming to the front desk.Because who would know this and if you are smart you would think what I thought o my card got deactivated. All night long I watched people struggle with trying to get up! Then now I get home and I am charged a resort fee!!!! This would not be a problem if I was A told this at check in!!!!! Plus B this stay was a gift from my sister!!! Why would I be charged a fee why was she not charged this at booking!!!! I EMAILED THEM WITH NO RESPONSEBusiness response
03/17/2022
Business Response /* (1000, 5, 2021/09/16) */ Emailed the guest on 9/16. We do see a room change was provided, and ALL reservations are subject to the Resort Fee, which is certainly detailed during the mobile check in process. There are unique factors regarding his stay and we hope to find a solution working with him directly. Thank you. Consumer Response /* (2000, 7, 2021/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They gave a refund for the resort fee. I hope and pray they fix the elevator and clean there AC units. They did not address fixing these issues for future guest .Initial Complaint
08/30/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I stayed at the Luxor from 8/12/21-8/19/21. My bf put down a deposit for $98 and I paid $1402.29 on the 12th. When I checked in, I asked if there would be a security deposit for the room and they informed me that there would NOT be another deposit because we gave one when we booked the room on the website. I paid for the room and the money came out of my bank account on the 12th and came out again on the 22nd. Ive tried calling for a week straight now and when I finally got in touch with billing, they said that they held $1100 WHICH I NEVER KNEW/AUTHORIZED. Anyways since yall held my money without telling me, my account overdrafted $1000. They are refusing to talk to my bank. The woman I spoke to on the phone from billing was rude and promised that her boss would call me on Friday (8/27) and didnt. I called again to speak to a higher up & I got nothing again. Ive been calling since the 23rd and get transferred around the whole hotel. THIS IS NOT ACCEPTABLEBusiness response
03/25/2022
Business Response /* (1000, 5, 2021/09/09) */ Valued Guest, Our apologies for any billing concerns or unintentional overdraft fees you may have incurred after your stay with us. On our end it looks like there was an authorization at check-in, and one hard charge at check-out; this is accurate and per hotel policy. Unsure why both appear to be hard charges on your end, but we have reached out to Accounting with your inquiry and concerns. Hoping they can figure out the trouble. If you would like to reach them directly, *************@mgmresorts.com is their email address. Thank you.Initial Complaint
08/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Checked into hotel on 8/10/21 @245am was exhausted. They didn't offer any discounts for not having hot water in the facility. AC in room was making loud banging noise at night. Got woken up at 8am by maintenance because the AC unit was leaking to the room below. Unable to fall asleep again due to the fact that the AC was turned off. The room was steaming hot as it was 113 in Vegas. I requested to be switched to another room and they refused to do the switch. I request to be refunded my payment of $103.58 for staying in room ***** on 8/10/21Business response
01/03/2022
Business Response /* (1000, 5, 2021/08/18) */ We have reached out to the guest directly in order to resolve this matter. Her experience is certainly not how we hope a guest will remember their stay, and we will follow up on the shortfalls noted with the proper department heads. Consumer Response /* (2000, 7, 2021/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Luxor refunded me for the stay. I will definitely give them another chance with hope that this doesn't happen again.Initial Complaint
08/09/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Date of transaction 8/2/2021 Total charges $1,180.46 My Wife was charged $264.60 for a smoking penalty and a $35.40 for a smoking penalty tax. My wife *********** and I are non-smokers. There is no way they was evidence of smoking in are room *****. It's just impossible.Business response
01/04/2022
Business Response /* (1000, 5, 2021/08/17) */ I have reached out to the guest directly, via email, on 8/16/21. Though our staff must be diligent in ensuring smoking penalties are applied, we too would never mean for a non-smoker to be charged. This has been shared with management for review with their staff, and we apologize for any frustration this has understandably caused. Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel has not refunded the $200.00 they charged my ********** and my last invoice advised I owe an additional $100. For a total of $300 in "smoking penalties ". We do not and never have smoked and the condition of that room was filthy. We have received no communication from the Luxor since that bill was sent on 8/6/21. I want a $200 refund and a zero balance. Thank you ******************************** Business Response /* (4000, 9, 2021/08/20) */ As noted in my email to the guest, the smoking fee was refunded. It will take a bit longer than normal, however, as it had already been sent to accounting, we cannot manually process it in our department. Do be assured that accounting did assist with this reversal earlier this week, and you can reach them at *************@mgmresorts.com if you have any questions. Again, apologies for the understandable frustration.
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Customer Complaints Summary
84 total complaints in the last 3 years.
22 complaints closed in the last 12 months.