Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled vacation to ********* for December 14 to spend a few days there. Purchased flights, tickets to shows and concerts along with requesting time off and lining up babysitters. Had reservations since June 2024 to stay at Mandalay Bay as Ive stayed there multiple times in the past. Was shocked to find out our reservation was cancelled with no communication to us. We were never notified reservation just vanished. Want to be refunded for our loses which amount to over $2000. No explanation when calling front desk or ***.

  Business Response

  Date: 12/17/2024

  Hello Mr. ********************** you for reaching out regarding your concerns with your reservation at Mandalay Bay being cancelled without any notification. We sincerely apologize for the inconvenience this matter caused. While looking into this further, it appears as though your reservation was cancelled due to a ban on your account, stemming from your involvement in a domestic dispute at one of our sister properties, which led to your trespass from all MGM Resorts International properties. As such, we are unable to offer any requested refunds.

   

  Thank you,

  Mandalay Bay Resort and Casino

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22686897
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  Ive been invited guest at your property numerous times and this ban was removed in June 2023. Most recently was there in October of 2023 and was told it was removed. Reservation was made in June 2024 but Mandalay Bay waited until a week before trip to cancel when all of the ***** periods for cancellation had expired.

  Business Response

  Date: 12/27/2024

  Hello Mr. ******************* certainly understand your frustration on the previous oversights on our end in allowing your reservations at our property. Unfortunately, due to the trespass status on your account, we are unable to provide any refunds. You are welcome to reach out to the property in which you were originally trespassed and speak with their security department to request the trespass be lifted, but we cannot guarantee they will lift it.

   

  Thank you,

  Mandalay Bay Resort and Casino

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22686897
  
  I am rejecting this response because:

  Please provide information and contact as to where this ban is it. Was told ******** had removed ban that is in question. Our whole trip was ruined as was beyond cancellation dates to receive refund so we lost out on all expenses. Was not giving a proper notice as we booked months in advance and couldnt even get the courtesy of cancellation until a week from trip.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/13/2025

  Hello Mr. ******************** records indicate that the ban on your account is still in place. Because this ban originated at ********, you would need to speak with their security team for additional information regarding this matter.

   

  Thank you,

  Mandalay Bay Resort and Casino 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22686897
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  Please provide information and contact information as to ban in effect at ******** property as they stated it was removed. Also please provide refund for losses that occurred at your property when you invited me there as valued player. I want in writing that the ban has been removed and to be refunded for my losses and expenses that occurred because of this.

  Thank you

  Business Response

  Date: 01/16/2025

  Hello Mr. ******************** are welcome to call Bellagio directly at ************** and ask to speak with their security department. They are the only ones who have access to this information, there is nothing additional we can provide. At this time, we will not be providing any refunds.

   

  Thank you,

  Mandalay Bay Resort and Casino

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I arrived at the hotel at 2:15am. Was not able to check in due to them doing some system check. The front desk person did not tell me how long we had to wait nor how long it would take. This is the first time I ever experienced this. I was not told of this ahead of time. My family has a 7 month old and we did not expect to wait. I am very unhappy and will never come back to this casino ever again. If I had known I would changes my plans or arrived earlier. This was a complete let down to me and my family.

  Business Response

  Date: 12/10/2024

  Hello Kinwai,

  Thank you for your feedback regarding your recent stay at Mandalay Bay Resort and Casino. We were sorry to learn of the delays you experienced due to your check in coinciding with our daily downtime for our system date roll. We understand the frustration caused by the lack of information provided by the front desk, and will be sure to share this with them for service improvements moving forward.

   

  Thank you,

  Mandalay Bay Resort and Casino

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22656535
  
  I am rejecting this response because:
  It was a terrible experience for me and my entire family. We were never informed of this delay and if I had known I would arrived earlier to avoid waiting. My entire family were tired and waiting to go to bed. 
  

  when asked how long it would take the front desk person ******* had no idea. Stated it would take 1 hour or longer. 
  

  I demand that I get refunded my night. I had no heads up about this down time. No text, call or email about this. 

  
  Sincerely,
  
  ****** **

  Business Response

  Date: 12/11/2024

  Hello Kinwai,

  Again, we sincerely apologize for the inconvenience you experienced when you tried to check in during our daily system downtime to move our system date to the next day, but we are unable to provide compensation for this matter. The downtime is done in the middle of the night to minimize guest impact and typically takes less than twenty minutes. We apologize for the poor communication and will be sure to share this with the appropriate department heads to address with their team members. 

   

  Thank you,

  Mandalay Bay Resort and Casino

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  recently stayed at Mandalay Bay (Confirmation #*********) and experienced what was undeniably the worst hotel stay of my life. Upon check-in, I found my room in a completely unsanitary and unacceptable condition: a ****** bandage on the toilet, a ****** washcloth, hairs in the bed, mold on the shower ceiling, and sheets with visible f**** stains. When I informed the housekeeper on my floor, she apologized but did nothing furtherno offer to clean, move my room, or escalate the issue.Additionally, during my stay, over $1,800 worth of my belongings were stolen from my room, including a laptop, $500 in cash, and a bag. The housekeeper was the only person, aside from myself, who accessed the room all week. Attempts to report the theft were met with silencecalls to the front desk went unanswered, and the My MGM App's chat feature only provided unhelpful AI responses. I was left unable to file a report directly with the hotel and have since filed a police report with the ******************************************* make matters worse, I was incorrectly charged for parking despite not having a vehicle on-site.These issues are not only unacceptable but also reflect a shocking lack of accountability and customer service. I am requesting:A full refund for my stay.Compensation for the stolen items totaling over $1,800.Mandalay Bay has failed to meet even the most basic standards of hospitality and security, and I hope they take responsibility for these significant failures.

  Business Response

  Date: 11/19/2024

  Hello Mr. *********************** you for taking the time to reach out regarding your previous visit. Please look for direct communication from the hotel regarding this matter.

   

  Thank you,

  Mandalay Bay Resort and Casino

  Customer Answer

  Date: 11/19/2024

   
  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

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been calling Mandalay Bay every 1-3 days since late July in an effort to resolve a duplicate charge from our stay on July *****. I am currently on hold (approaching 40-minutes now) and am trying to get in touch with the appropriate POC and/or ***** for a resolution.Background:My husband and I booked our reservation for July ***** at Mandalay Bay (we attended SneakerCon & opted for the most convenient accommodations) via Priceline.com.Minutes after booking, we noticed a second confirmation email, called the booking agent immediately, canceled the reservation, were advised of the refund policy but relayed the 2nd reservation was an error / unintentional. We received a cancellation confirmation email as well as a case # (CN05221997) for our refund request.The authorization for the second charge didn't go through immediately and we were given the impression that it would fall off pending the outcome...We heard nothing from the Priceline until an email received on Aug 13th (after several ***ly emails / phone calls requesting an update) stating the hotel partner denied our request and restated the refund policy. We contacted Priceline via phone on Aug 13th and the *** we spoke to kept reiterating the cancellation policy, refused to transfer us to a supervisor / team lead for additional help and only after a fairly heated & frustrating exchange, relayed that we should contact Mandalay Bay's Distribution operations **** / stated someone named ****** denied our refund request.Since then we've been in touch with Mandalay several times via phone (with average hold times of 20-30min), had what was initially a promising email exchange with one of the hotel operations managers but have yet to hear back from anyone.

  Business Response

  Date: 09/05/2024

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

  Thank you for taking the time to reach out regarding your previous visit. We were very sorry to learn that the third-party company you utilized to book your reservation mistakenly double booked your reservation, resulting in two charges. We have forwarded your information to our third-party distribution department for resolution, and they have confirmed the refund request has been submitted on our end. We sincerely apologize for the inconvenience this has caused.

  Thank you,

  Mandalay Bay Resort and Casino 

  Customer Answer

  Date: 09/06/2024

  We submitted a request via the online 'Billing help' ***** and received a response from Corporate Accounts Receivable stating, "You were not charged by Mandalay Bay so we cannot assist with your refund request".

  However, the charge appears on our Amex statement as 'Mandalay Bay' and Priceline claims the only reason they are unable to fulfill our request for refund is Mandalay Bay's Distribution **************** denied the request.

  I sent the following message back in response,

   "I believe Mandalay Bay can help us compel Priceline to refund the duplicate charge as they (i.e. Priceline) are claiming the only reason they are unable to approve our request for refund is that it was denied by the Mandalay Bay Distribution *************** (ref: ******).  The charge on our Amex card shows up as 'Mandalay Bay' so if we could get something in writing stating that Mandalay Bay approves our request for a refund, I think we can reattack via an Amex charge dispute online."  

  The entire email exchanges is also attached.

   

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22224778
  
  I am rejecting this response because:

  I believe Mandalay Bay can help us compel Priceline to refund the duplicate charge as they (i.e. Priceline) are claiming the only reason they are unable to approve our request for refund is that it was denied by the Mandalay Bay Distribution *************** (ref: ******).
  
  The charge on our Amex card shows up as 'Mandalay Bay' so if we could get something in writing stating that Mandalay Bay approves our request for a refund, I think we can reattack via an Amex charge dispute online and/or resubmit our refund request to Priceline.  

  Sincerely,
  
  ***************************

  Business Response

  Date: 09/10/2024

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

  Thank you for your patience while we sorted this matter out for you. We have confirmed with our corporate distribution team that this refund has been completed on the hotel's end, and the third-party booking company has confirmed they will be refunding you the amount paid to them. This refund should reflect in the next 7 - 10 business days, depending on your financial institutions processing times.

   

  Thank you,

  Mandalay Bay Resort and Casino

  Customer Answer

  Date: 09/10/2024

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

  Customer Answer

  Date: 10/16/2024

  We were advised by the Mandalay Bay Distribution Operations team on September 27th that we'd be receiving a refund.  However, we have not been contacted since then and have not received our refund. 

  Business Response

  Date: 10/21/2024

  Hello Ms. ***************** sincerely apologize that you have not received your refund as of yet. We have confirmed with our wholesale department that the refund has been processed on our end, as per our previous communication. If you have not yet been refunded by the third-party company, you will need to reach out to them directly, as the delay is now on their end.

  Thank you,

  Mandalay Bay Resort and Casino 

  
  

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22224778
  
  I am rejecting this response because: I have not been provided the best contact information to reach the third party.

  The email address I was given responded with the following message **************** also attached):

  ---

  Dear guest,
  
  We would be more than happy to help however this is not a registered email.
  
  We would suggest you to contact the relevant booking partner and loop in together the correct contact since this is considered as unverified.
  
  Thank you and we will be waiting for an update from the booking partner's end.
  
  Have a great day ahead!
  
  Regards,
  Ben
  Agoda Customer Experience **********************
  ___________________________________
  
  *When replying to this email, be sure not to edit the subject, as this may delay response. 
  
  *For security purposes, never send your credit card details via email. Agoda will only accept credit card details on the phone or via our secure link.
  
  *To contact Agoda Customer Support to make a new help request, please visit ************************************************ use the Agoda app to view or modify your bookings. 

  ---

  I replied to this message and added the Distribution team and received the following (which directs me back to the original email address):

  ---

  Hello,
  
  The email you need to contact for Agoda is **********************.
  
  Best Regards,
  
  ****** *.
  Distribution Operations and Third Party Reservations Specialist
  3260 ***** ***** **. Drive, Building A
  *******************
  MGM Resorts International
  **********************************************************************************
  Office: ************

  ---

  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/23/2024

  Hi ******,

  Just wanted to send you a quick note to see if this case can be closed. We have already confirmed that the refund has been processed on the hotel's end and the guest has been given the only contact information we have for this third-party site. At this point, there is nothing else we can do to assist her, as now it is up to the third-party site to process the refund on their end.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in 2020 I stayed at the Mandalay Bay and was told if i went back i can get $100 in dining credit and a free upgrade to a suite cause of some problems occured while I was there for 3 nights and cause i didnt go back til now they wouldnt honor what I was told. So when i booked my 2 night stayed they wouldnt offer me the suite they said i have to get a discount only and only $50 in dining credit. So while i was there on 8/22/2024 I checked in and they gave me a dirty room with trash on the floor and a bed with dirty sheets i had to wait 4 hours for them to clean up the room and through the night for them to finally come and change the bed sheets. The room was finally clean after many headaches trying to get it fixed. Then the same night an alarm was goin off for quite sometime in the hotel waking us up at 4am and they didnt seem to care that people were getting woken up! We couldnt go back to sleep. Then the next morning I asked for our room to get made up the housekeeping refused me and said she was goin home i had to call the front desk which i couldnt get ahold of anyone. Then the day we were checking out we had a 1pm checkout time and the housekeeper wouldnt leave us alone she kept saying we had to checkout and i told her we had a 1pm checkout! Then they wanted to charge $16 for coffee which is insane for a coffee drinker. My time at the Mandalay Bay was not a relaxing experience it was a birthday present and yet it wasnt enjoyable i spent most of my time waiting for housekeeping or doin complaints instead of spending time with my family! Am appalled on my stay there! We live 10 hours away it isnt so easy to go to *********

  Business Response

  Date: 09/02/2024

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

  Thank you for your feedback regarding your recent stay. We apologize that we were unable to accommodate the return offer made to you in 2020, but as noted in your return offer letter, the offer was only valid for one year from the date it was issued. Additionally, we were sorry to learn that the cleanliness level of your guest room was not up to standard upon your arrival. It is always a source of concern when anything disrupts our guest's time with us, for irregularities such as these misrepresent our commitment to providing the highest quality service to our guests. We were happy to see that the front desk was able to provide you with a $100.00 dining credit for this inconvenience, but we understand it does not make up for the frustration you experienced. We will be sure to share this feedback with the appropriate department heads for their review to ensure these matters are addressed and we are able to make improvements moving forward.

   

  Thank you,

  Mandalay Bay Resort and Casino

  
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22212603
  
  I am rejecting this response because: I think something should be done about my stay! My stay was ruined by spending most of my time complaining and dealing with issues!!! I should of spent time with my family and that didnt happen!!! 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/05/2024

  At least offer me to go back again alot of stuff happened during my time in your resort and I did pay money to stay there but the room was a dirty room and the bed was not clean. The alarm was goin off in the middle of the night and housekeeping was refusing to make up our room. Then even though we had a late checkout we were getting harrassed about not checking out at 11 when we had a 1 checkout. the property is far about 10 hours away isnt a close destination. I would like some compensation somehow please

  Business Response

  Date: 09/06/2024

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

  Unfortunately, we are unable to provide any additional compensation for your reservation. The front desk extended the $100.00 dining credit for your inconveniences, along with a complimentary room upgrade and complimentary late check out for your previous experience. We apologize for your poor experience, but there is nothing further we can extend.

  Thank you,

  Mandalay Bay Resort and Casino

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at two-bedroom panoramic suite which is one of their best suites that costs over $1,000 a night. During my stay on June 20th through 22nd, I've had extremely unpleasant experience with their service.1. Check-in experience.- check-in time is 3pm and we arrived at 2:50pm. We were told that the room was not ready and they don't event know when it will be ready. As this was a big family vacation and reserved one of the best rooms, we gladly waited 30 minutes. After 30 minutes, they still said no estimated time is available.As a big family with three babies, one of them being a toddler, it was impossible for us to wait further at the lobby standing.One hour and thirty minutes passed by and my baby started crying so bad in the lobby. Two hours passed and still no estimate time. It was 5pm at this point.Three hours passed and finally the front desk agent said that they are cleaning my room. Three and a half hour later, the room was finally ready.For three and a half hours, all they, including the front desk manager did was making us wait in the lobby with a crying baby. Plus, they tried to sell us better rooms for much higher price, which was not acceptable.As soon as we got into the room, the room was extremely dirty with hairs here and there, unorganized towels, etc.Due to the long wait, my baby started having fever and we had to take care of the baby for our whole stay. My brother is a doctor and thankfully, we did not visit emergency.2. Cleaning lady keep coming in to our room when we were inside even we had our "privacy" tag ****** on the door. This mafe our sick baby wake up multiple times. Absolutely not professional.We realized that this was due to their mistake on check-in system that we had to change our card five times.While experiencing all these non-professional services, we were offered $50 room voucher, which was not applied to our room. We never bothered to complain because we never wanted to deal with them anymore.

  Business Response

  Date: 07/31/2024

  Hello ********,

  Thank you for taking the time to reach out and share your feedback regarding your recent stay at Mandalay Bay Resort and Casino.

  At Mandalay Bay, we value our guest's comments as part of our continual effort to improve the quality of the overall experience we strive to provide our guests with. This effort can only be aided and accomplished through feedback such as your own. We were sorry to learn that your recent visit with us was not as exceptional as it could have been due to the delay you encountered in receiving your Two Bedroom Panoramic Suite. In addition to the cleanliness concerns you had upon arrival; we certainly understand how this visit fell short of your expectations. It is always a source of concern when anything disrupts our guest's time with us, for irregularities such as these misrepresent our commitment to providing the highest quality service.

  We have reviewed your bill and see that the $50.00 dining credit was offered on your secondary room, not the suite, which is why it did not apply to any of these charges. We have gone back into your bill for the suite and have adjusted this amount off to satisfy the credit offered. As an additional gesture of goodwill for this disappointing experience, we have also removed both nights of the resort fee and the rollaway fee from your bill. In total, we have processed a refund in the amount of $244.76 to the **** card on your reservation. Please allow 7 - 10 business days for this refund to reflect on your account, depending on your financial institutions processing times.

  Once again, we sincerely apologize that your time with us was anything short of exceptional and we thank you for your feedback.

   

  Thank you,

  Guest Experience

  Mandalay Bay Resort and Casino 

• Initial Complaint

  Date:06/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 3 nights at Mandalay Bay resort through ***.com, I received an email confirming the total of $1,018.04 with room rates broken out spectate from fees/taxes. When I got to Mandalay Bay I was charged $1,224.79 with room rates much higher than what was broken out in the *** confirmation email. When I brought this up to the hotel, they said they couldnt help and when I called *** they said they couldnt help either. This is placing me in a losing situation when I cant rely on a written confirmation of price and being charged 20% extra when I travel to the hotel and cant just cancel because *** just spent money traveling to the hotel. Please help.

  Business Response

  Date: 06/28/2024

  Hello Riad,

  
  We are sorry to hear of the billing concerns you are having with your current reservation. Given that you are currently a guest of the hotel, we ask that you please speak with the front desk to resolve this concern.

   

  Thank you,

  Mandalay Bay Resort and Casino

  Customer Answer

  Date: 07/03/2024

   
  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

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Severe distress regarding our stay at Mandelay 04/01-04 Our experience was marred by a significant oversight in basic amenities and a lack of empathy for our situation, affecting our 2-year-old infant's well-being.Upon our arrival, we discovered that our room lacked essential facilities to warm breast milk, such as a microwave or an electric kettle. Understanding the importance of our child's nutritional needs, we promptly sought assistance from your staff at the front desk. Disappointingly, we were informed that the only solution was to purchase milk from the hotel at an exorbitant cost of $30 or to buy an appliance externally. This suggestion was neither practical nor acceptable, forcing us to endure an incredibly challenging situation.Our infant, who is exclusively breastfed and has severe allergies to other milk types, suffered greatly during our stay. Without the means to warm breast milk, our baby experienced discomfort and sleepless nights, which, in turn, caused us significant emotional distress and impacted our health and enjoyment of our vacation.It is perplexing and disheartening that a hotel of your purported standard does not cater to the needs of families with young children. This lack of foresight and accommodation is not only disappointing but unacceptable for what we believed to be a premium resort.I urge you to consider the implications of your policies and facilities on families. It is reasonable to expect that a hotel, especially in a popular destination such as *********, would be equipped to meet the basic needs of all its guests, including those with infants.We are requesting a formal apology for the inconvenience and distress caused and would like to discuss a form of compensation for the emotional and physical discomfort we have endured. Additionally, we hope measures will be taken to improve your amenities for future guests, ensuring no family faces a similar predicament.I look forward to your prompt response and resolution to this matter.

  Business Response

  Date: 04/09/2024

  Hello *******,

  Thank you for taking the time to reach out and share your feedback regarding your recent visit with us. We were sorry to see that your visit was negatively impacted by the hotel's inability to accommodate your requests for devices to heat milk. Due to health and safety concerns, the hotel discontinued providing microwaves for guest use several years ago, and unfortunately there are no alternatives for us to provide. We certainly understand how this was impactful to your overall experience with us, but we are unable to provide your desired resolution amount for this matter. We will be sure to share this feedback with the appropriate senior leadership team to review opportunities to revise this policy for future improvement.

  Thank you,

  Mandalay Bay Resort and Casino

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, February 7, 2024, I was riding on the escalator to the Ride Share area at the Mandalay Bay where I was a guest. Suddenly, the escalator stopped and I was flung forward. I caught myself in an awkward way. I remembered that the escalator was blocked off the night before. The escalator was not working properly and should have been blocked off until it was truly repaired properly. I went to the front desk to fill out an incident report. Instead of a proper report, I was given a scrap piece of paper to write my name and phone number. I was assured that I would receive a call on Thursday. I did not. After three calls, I finally received an email from *********************************, part of the security team, on February 14, 2024. I was able to file an incident report on Friday, February 16 with *****. On February 28, 2024, I reached out to ******************** to let him know that I have not heard anything from Mandalay Bay. He stated that *************** has taken over the case and referred me to ***************************. I have sent two emails to her. When I call Mandalay Bay, I am told that there is not a *************************** working there. I would appreciate help in reaching a resolution to my incident and my bills. Thank you!***************************

  Business Response

  Date: 03/21/2024

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

  We sincerely apologize for the unfortunate incident that occurred during your visit, as well as the frustration you have felt in the aftermath with the lack of support from our *************** team. We have shared this information with the Director of ***************, and have requested a member of their team reach out to you directly for resolution. 

  Thank you,

  Guest Experience

  Mandalay Bay Resort and Casino

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21460185
  
  I am rejecting this response because: Although ********************* emailed me to say that *********************** has been assigned my case, no one from the hotel has contacted me.  I have called three times and left messages (once with agent ****) and no response. When I call *************, now there is an automated greeting about entering my code. 

  It was amazing that I received an email from ***** immediately after you contacted the hotel.  

  I now understand the hotel's low score with BBB.  Would you be able to help me proceed with next steps? My medical bills are adding up.  

  Thank you.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/02/2024

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

  Regrettably, we are unable to assist with any sort of medical reimbursement. Further communication and assistance regarding this matter will need to go through the **************** representative assigned to your case.

  Thank you,

  Guest Experience

  Mandalay Bay Resort and Casino

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11th my son (8 years old) and I attended the *** Superbowl Experience with 11am tickets. From the beginning, this was an utter nightmare. You have roads closed with not enough parking or traffic police to ensure pedestrian safety or to keep cars flowing. Street light are out without proper signage to get guests to self park efficiently. Then once people actually navigate through this you have the audacity to charge $120 to valet or $70 for self park. Once parked, your signage as to where to go is non existent. The only reason I knew where to go is because Im local and Ive been to events here before. Once you reach the convention area, part of your team tells people going to stay to the right while down the hall your team tells people to stay to the left causing a traffic jam. My son and i enjoyed our time in the *** experience but feel organizationally could have been better. Line queues were so long that they consistently were past the designated stanchioned area. This caused people to leak into walk ways and walk ways to be jammed with people. Upon leaving you still did not get your teams on the right page in the main convention hall. 1/2 were saying stay to the right while the others were directing to the left. At about 3pm a large rush of people were attempting to enter and this caused the largest jam of people Ive ever seen. We were squished together so much that I became claustrophobic and Im not claustrophobic. I had to have my child walk almost between my legs hunching over him to protect him from being squished. Due to you complete incompetence with directing traffic he was almost run over by someone with a scooter. You team also allowed people with strollers to go in the opposite lane of traffic causing even a bigger jam. This is clearly a fire hazard and a safety violation. When your city is literally built for events your teams made it appear like this was the first they have ever seen.

  Business Response

  Date: 02/13/2024

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

  Thank you for your feedback. We sincerely apologize for the dissatisfying experience you encountered when trying to come to the *** Fan Experience. We will be sure to share this feedback with the appropriate department heads for their review to ensure we are able to make improvements for the future. Regrettably, we are unable to assist with any refunds for this experience, as ticketing went through the *** directly. You are welcome to email ************************** to request a refund, but it will be at the discretion of the ***.

  Thank you,

  Mandalay Bay Resort and Casino 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21277475
  
  I am rejecting this response because: I did not pay the *** to park nor did I pay them for outrageous cost of $20 for 2 waters. Your venue caused a serious fire/safety hazard, not the ***. Your venue caused me to hunch over my child to protect him for over 30 minutes so he wouldnt get squished in the halls of your property. All of this was solely because of the incompetence of your staff and poor planning on your part. 
  

  Again I kindly request a full refund of everything. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2024

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

  Once again, we sincerely apologize for your experience. We understand that there were frustrations with your experience with us, but we ask that you also be understanding of the timeframe in which you were here, being that it was Super Bowl weekend. As such, we did have event rate parking in place, with signs posted indicating the cost of the event parking. At this time, we are unable to accommodate your request to be refunded for parking, or for the refreshments purchased while you were here.

  Thank you,

  Mandalay Bay Resort and Casino