ComplaintsforMGM Grand Hotel & Casino

• Initial Complaint

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5/29/24, I attended the ********************************* show at the *** Grand **********The bar in the theater upsold my bar purchase to the *** Grand large souvenir cup which was ~$30 for 1 beverage.I bought it because I was told I that I could use it for discounted refills at any *** property bar.On July 26, 2024, I attended the ***********************:Celebration of **** concert at the ******************, and I brought my refillable *** Grand cup.The guard asked if it was an *** cup, I showed it to her, and she let me in.The bartender filled it up with my drink of choice no prob.I wentr again to the 8/10/24 show and was hassled for bringing the cup in, and the bartender refused to fill it.I escalated to the manager and was told they simply would not honor the cup. Clearly, I was lied to and conned into buying the "refillable" cup

  Business response

  08/15/2024

  Dear Valued Customer,

  We have reached out to you via email.

  sincerely,

  MGM Grand Guest Experience Specialist

  Customer response

  08/15/2024

   
  Complaint: 22140856
  
  I am rejecting this response because there was no attempt to rectify the situation. I was explained what should have happened but that did not change the fact that I was misinformed and inconvenienced. 
  
  Sincerely,
  
  *************************

  Business response

  08/15/2024

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

  We want to apologize for the shortfalls that you encountered regarding the refillable cup that you purchased. We would like to rectify this for you. We are reaching out to you via email.

  With kind regards,

  MGM Grand Guest Experience Specialist 

  Customer response

  08/26/2024

   
  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

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was put into a used room. The bed was unmade like someone had just had ***. There was used tissue on the bed. There were 2 alcohol container still cold, a used towel on the bathroom counter. Yellow pee in the toilet. Then when told to go to a new room me and my disabled mother get stranded on the floor because the keys quit working which they told us would work and they didnt. They only offered a 100 credit for food which was gross. This is not right and I would like a refund. I will never go to this business again.

  Business response

  08/22/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for my service animals. First there was no charge until I went down and complained about the dirty room they gave me, they assumed I could not see how disgusting the room was. Nothing was said to me until the last night when over 20 people had no rooms from being over booked. Disgusting behavior.

  Business response

  07/08/2024

  Dear Valued Guest, 

  We have contacted you directly via email.

   

  Sincerely, 

  MGM Grand Las Vegas Guest Experience

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/16/24 at roughly 2:36am I was woken up to someone rapidly knocking on the door stating MGM Security. I peeked out and saw the gentlemen wearing at Black and Yellow shirt. I said yes, and what did he need. He stated he was security and I needed to open the door. I said it was 2am and he need to hold on. He knocked again and I said I was getting dressed to open the door. Once I did open the door he kept trying to look past me into the room which was dark as I was sound asleep. He said he was there cause he had complaints I was smoking weed. I looked at him and said no you can see Im sleep. I also stated if I was smoking he would smell it outside the room and as well as I open the door. At that point I was feeling uneasy and was slowing closing the door and he kept trying to look in the room. I felt so unsafe and scared that we got our stuff together and left the property right away. As we were unsure as to why no one called me ahead of him knocking on my DOOR at 2AM!!!! No one in this day and age should feel unsafe being woke up at that time of the night! He never once gave me his name or made me feel like I was ok with responses I gave him. I will be seeking legal action for metal health damages

  Business response

  06/17/2024

  Hello ************, 

  Thank you for your inquiry. We were unable to locate a reservation at MGM Grand ********* with the information you provided while filing this claim. To better assist you, could you please provide your reservation confirmation number or the first and last name the reservation was under?

   

  Sincerely, 

  MGM Grand Las Vegas Guest Experience 

  Customer response

  06/17/2024

  I stayed there 6/13-6/16 under *************************** stayed in room 228 floor 27

  Customer response

  06/18/2024

   
  Complaint: 21861572
  
  I stayed there 6/13-6/16 under *************************** stayed in room 228 floor 27
  
  Sincerely,
  
  *************************

  Business response

  06/27/2024

  Dear Valued Guest, 

  We are pleased to see that you received necessary compensation for your recent experience. I would like to sincerely apologize for the shortfalls you encountered, as our goals are to engage, inspire, and entertain our guests by providing elevated customer service and the most exciting ********************** experience possible. Please be assured that your feedback has been shared with the appropriate department leaders for further review and to be addressed as we are dedicated to improving in every area of our resort and the information you have provided is invaluable to our efforts. 

  Sincerely, 

  MGM Grand Guest Experience

  Customer response

  06/28/2024

   
  Complaint: 21861572
  
  I am rejecting this response because: when I contacted their risk management department, they seemed unaware of my complaint, as if it wasnt completely filed over or it was overlooked again after numerous attempts the matter really never has been resolved. I dont think they did an investigation to anything. I think they just try to act as if they were satisfying me by refunding my resort fees only not my stay which my stay was interrupted by the security at 2:30 in the morning, the compensation of $150 is not sufficient enough for what I had to go through and the numerous attempts to contact them and ask them some kind of explanation as to why it happened and if that is or shouldve been their protocol. I really think I need to take this matter to upper management as nowhere is this being resolved, but being pushed off.
  
  Sincerely,
  
  *************************

  Business response

  07/01/2024

  Dear Valued Guest, 

  We have reached out to you directly via email. 

   

  Sincerely, 

  MGM Grand Guest Experience

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had booked a hotel room for two nights back in February 2024. Any emergency came up with my daughters house which I called the company I booked with who said they would refund if I called the front desk at MGM and got an approval. It took a few times to reach out to someone there which I spoke to a lady named ***** who approved the cancellation for my stay Due to the situation. Now the booking company is saying MGM is denying it I need someone to pull up the call and fix this situation I spend way too much with MGM to go through this!!!!!

  Customer response

  06/10/2024

  More Information...still no response and when I call hotel no one calls back in regards to complaint 

  Business response

  06/11/2024

  Dear Values Guest,

  We have contacted you directly via email. 

   

  Sincerely, 

  MGM Grand Guest Experience

  Customer response

  06/19/2024

   
  Complaint: 21779254
  
  I am rejecting this response because: I still have not heard anything anything back or got any response..
  
  Sincerely,
  
  *****************************

  Business response

  06/20/2024

  Dear Valued Guest, 

  We have not received a response from the third party regarding our request to process a refund. Our Wholesale Reservations team has reached out an additional time to request the refund on your behalf. 
  
  Sincerely,
  MGM Grand Guest Experience 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an insulin dependent, diabetic, and requested a refrigerator at the *** Grand hotel. I was told that they gave no exceptions and I would have to pay $35 a night for refrigerator. Absolutely unacceptable as most of their hotels in ********* either provide a refrigerator or will waive the fee for someone who has a medical condition. I approached front desk and was very polite and asking for a waiver of fee. They said they could not make any exceptions. That is absolutely unbelievable.

  Business response

  05/28/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Event occurred on 4/29 I checked in on 4/29 at 3pm and my room was not ready. I paid an upgrade charge of $50 per night to get a room ready immediately. I arrived for a work conference so I needed the room ready to avoid being late for my mandatory meeting at 4. When I came back to my room at 7pm I found that my belongings were rummaged, the fridge was wide open, closet wide open - someone was in my room without my knowledge or permission. I was the only person who should have been given access. I filed a report with security for that room ******. Security never followed up with me as to who was in my room and I was extremely scared and felt unsafe. I went to the front desk and requested I move rooms. The next room I checked into ****** was fine until I got in the room and found others belongings in the room. This made me feel unsafe and confused now a second time. I went back down returned the persons items and was given yet another room to move my stuff into. Nobody to help with my bags, nobody offered that security would go up with me for safety reasons and no one gave me an explanation as to how someone got into my room to begin with. I am a young woman traveling by myself and felt extremely unsafe and not taken seriously. I have yet to receive a refund for the upgrade fee that I paid and have yet to hear back from security so I can get some sleep here at night.

  Business response

  05/03/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was a guest at MGM Grand Hotel & Casino/********* in a handicapped guest room for 13 nights in October (October 20th through November 2nd) 2023.On 10/23/23 **************** room the water was shut off and she was without running water in the shower AND sink or a flushing TOILET for a full eight hours during business hours from 8:00 AM until 4:00 PM. I was told that this was prescheduled remodeling" and that I was supposed to have received an email or text message about this while making my reservation but I was not notified The folio total amount auto debited from my card on file with the *** Grand front desk emailed to me on the day of my checkout was NOT complete and was paid in full. 3 weeks later we got the whole bill and we noticed many errors, inaccuracies and promised credits that were not applied to Ms. ****************** Charges for SERVICES NOT RENDERED exceeded $1200.00 It is very disturbing and unacceptable that I, a disabled guest, was cursed at by ************* Rep, hung up on, made to wait over five months, call corporate and still get NO RESPONSE from a Manager to refund obviously fraudulent overcharges on long stay at *** GRAND. Inaccuracies in Folio and Services Not Rendered: Refund Overdue: $991.21 2 Late Check Out Fees 10/25/24 and 11/0124 (did not check out/remained in hotel): $56.69 x 2 = $113.38 2 Spa Fees: 10/29/24 $60 and 11/01/24 $50 = $110.00 (spa was out of service)2 bottles of comped water 10/23/24 (was told complimentary for "water outage" but was still charged) = $44.00 10/23/24 All other fees related to the day ************ had no running WATER or working TOILET, SHOWER or BATH.Room rate =$367.20 Room tax =***** Resort fee=39.00 Resort fee tax=5.22 Total for 10/23/24 = $460.55- no plumbing Resort Fees/tax (for each night of stay 10/20/24-11/02/24):($39.00 + $5.22) = $44.22 x 13 = $574.86 Over Charges listed above equal $1,302.79. minus $311.58 partial credit issued I demand REFUND for false overcharges.TOTAL= $991.21.Thank you

  Business response

  05/01/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

  Customer response

  05/13/2024

   
  Complaint: 21643793
  
  I am rejecting this response because:

  I still require a full refund of the remaining Resort Fees totaling:  $397.98 (9 nights)  

  I was unable to fit the following additional information in the original  BBB complaint form: 

  In assisting with her accommodations, *****************, ********'s ********** **** Trustee was on the line when ************
  made the reservation with the ***  front desk  Supervisor instead of any third party
  vendor, like Expedia or Travelocity.  

  ************; heard the representative tell her that the *** Grand  Lazy River  Attraction 
  which ************' disability required for the attractions strong, therapeutic
  massage jets Would absolutely  be open during dates of her stay. I can confirm that with my Supervisor. 
  
  ******** asked *** front desk personnel to check with a Supervisor because she was
  considering staying at ************ for the similar jet massage amenities located in their ******************, Wave Pool  and Lazy River Attraction 
  but the rep assured her that on those dates the *** Grand Lazy River Attraction "Would be fully functional with no restrictions on seating ( re:covid). 

  Instead, when ************ arrived, she was told the *** Grand Lazy River Attraction and all cabanas in the attraction and all food and drink 
  amenities within the attraction had  been closed completely a full WEEK PRIOR to her arrival date. 
  
  Regardless of why your Front Desk staff promised and guaranteed the
  availability to ************ that the "*** Lazy River Attraction" would be
  functioning throughout the dates of her reservation, and then closed that attraction a week before the guaranteed dates, all of her resort
  fees must be refunded.

  Resort fees are in violation of ******
  deceptive trade practices law. It is illegal for hotels in ********* to
  charge mandatory resort fees, but more so when services promised have
  not been rendered.
  
  
  Amount  outstanding still due ************ = $397.98

  =================================================

  Also, I want to add this  message to *** ***** Services regarding their response to my complaint: that  FINALLY refunding my room rate for a hotel stay during which I had no working plumbing, not just "no water", knowing full well that I was a disabled member of the Press (www. BuzzNews.net and www.BuzzCenterStage.com)  "As a gesture for your disappointment" not because it was completely unsanitary and made it impossible for me to dress and leave the room for work AFTER FIVE FULL MONTHS of me and my Trustee calling and writing over and over again is an unacceptable "response" or " gesture". 

  I was going to write a rave review as I have in the past see "*** Grand, Having a Grand Time!" August 2019 (www.BuzzCenterStage.com - circulation exceeding one million unique visitors monthly ) with the assistance of the *** General Manager.  She always greeted me personally and treated me like VIP, providing Press Comps for wonderful nights at *** Grand, room nights with working plumbing!

  My *** also provided me with comps for restaurants and shows that I offered to review on behalf of *** Grand and as a COURTESY due to my disability and VIP status as visiting Press comped my spa visits, and resort fees as a matter of course. Obviously those days of welcoming Press and accommodating their disabilities is long over. 

  As their response or rather non - response but compliance with normal refund policies stands now,  my upcoming review of  the *** -HOM *************************, and ***** Services will have to be completely negative, basically a warning to disabled guests and other members of the press and celebrities I interview while in ***** every few months  not to stay there ever again.

  This is a real shame because *** Grand has been my favorite Las Vegas resort for many, many years. 

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During my stay at luxor 4/21/2024-4/23/2024, in the 530am morning hours, distinct hammering noise continued being audible from room 1026. Security officer named ***** did nothing as she told me out is the maintenance workers during carpeting during wee hrs. She fwd-d me to front desk at which manager named *** sometime? Did nothing but advised me to go to maintenance manager but changed story that you can not do anything about it. So i get passed around like *****. My next day refunded but i wasn't refund of 1st day as well as i could not sleep. I also wamt 5000$ in fees for hotel employee names above's incompetency and doing noise during sleep hours.

  Business response

  04/23/2024

  Hello *****************************,
  
  After reviewing your request, we have decided that the charges posted for this stay are accurate and will not be refunded. Though our team members attempted to assist with your requests, our records indicate that you were formally trespassed and evicted from our property for your discourteous remarks and actions towards our staff. Additionally, you were charged for 1 night of room,resort fee, parking and taxes since you checked in on Sunday afternoon and were asked to leave our property the following morning. 
  
  Thank you,
  Luxor Hotel and Casino

  Customer response

  04/24/2024

   
  Complaint: 21607147
  
  I am rejecting this response because:
   No refund of day stay is seen as a resolution from MGM gran. MGM Grand violated guest's peace by having maintenance work at 430am in the morning. Typical establishment i.e. hotel, motel, resorts and even lowly rv parks, motels maintain this. It is deplorable MGM actually the one causing noise during quiet hours. ALl the ensuing saga, including kicking me of hotel, locked out of my court, my discourteuous attititude which is well deserved should be MGM responsibiltiy.
  

  - 5000$ is minor amount for after affect of having my peace disturbed and brutally been kicked out of hotel for complaining about noise and destroying part of my vacation which does not appears to be resolved.
  Sincerely,
  
  *****************************

  
  

  Business response

  04/26/2024

  Hello Guyen,
  
  As stated in our previous response, we will not be offering any refunds or any type of compensation due to your actions towards our staff. Our staff presented the option to transfer rooms due to this noise, but you chose to escalate this situation verbally and chose to spit in the direction of our staff twice. This behavior is not tolerated and ultimately led to your trespass and eviction from our property. Due to you being trespassed, we shortened your stay with no penalty but still collected payment for the first night that you stayed with us. 
  
  Kind Regards,
  Luxor Hotel and Casino

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stay at mgm properties atleast once a year and have had good experiences at all casinos and hotels on the strip until today. At around 3:30am on 4/3/24 I was staying on floor 24 room 118, my significant other had a panic attack. I was trying to calm her down and I guess we were loud or may have been mistaken for another room causing a commotion.I stepped out of the room for around 10 minutes to catch a breather and to try to calm my mind. I walk back into the hotel room and realize she needs more space so I decide to walk back out of my room to be confronted by mgm grand security.The first officer begins following and tells me I HAVE to talk to him after telling him I dont HAVE to speak to anyone I have constitutional rights. The second security officer then requests of me to empty my pockets to show I dont have anything that belongs to my significant other. At this point I requested they bring the police as they are attempting to violate my constitutional rights but let them into my room to speak to my significant other after she had calmed down a bit. 20 minutes later security knocks on the door and 6 of them enter. They let us know they are going to preform a search of the room for any damage. 5 security guards then trapped us in the room as 1 looked through it.After a deep inspection there was no damage. They told us we dont want people like you here and that we were on a first a final warning to be evicted. They then demanded our photo identifications and continuously asked someone who was not on my room reservation if that person wanted be kicked out of my own room. Security allowed me to record myself and they were heard on camera saying they would kick me out of my own room if I want able to provide identification that moment. Under duress and no not further distress my significant other I provided my identification. We then decided to checkout the next morning instead of adding additional nights as we had in the beginning.

  Business response

  04/05/2024

  Dear Valued Guest, 

  It has been shared that you have been in contact with Security leadership regarding this matter. 

   

  Sincerely, 

  Guest Experience

  Customer response

  04/11/2024

   
  Complaint: 21528530
  
  I am rejecting this response because: security manager **************** reached out to me about a week ago and said he would call me the next day. To this date I have not heard a word from any representative of MGM regarding my horrific experience and violation of my rights. 
  
  Sincerely,
  
  *******************************

  Customer response

  04/26/2024

  Hi is there an update on this? 

  Business response

  05/01/2024

  Dear Valued Guest, 

  You will receive correspondence regarding your stay via mail. 

   

  Sincerely, 

  MGM Grand Hotel & Casino

  Customer response

  05/06/2024

   
  Complaint: 21528530
  
  I am rejecting this response because: I have not received any mail from MGM. Nor have they confirmed the address they have sent mail to or mentioned that they have even sent mail yet. Its been over a month now. 
  
  Sincerely,
  
  *******************************

  Business response

  05/07/2024

  Good Afternoon, 

  Due to the events that transpired during ********************** recent and previous stays, our Security leadership team has decided to trespass ****************** from all MGM properties. Due to this decision, I am not able to provide ****************** with any further information or remain in contact regarding his experience. Is it possible to close this claim as Guest Experience will not be able to provide ****************** with a satisfactory resolution?

  Kind Regards, 

  MGM Grand Guest Experience 

*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. ↩