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:04/19/2023

  Type:Service or Repair 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.

  My wife and I recently stayed at the Mirage Hotel from March 25, 2023, to March 27, 2023. We were looking forward to staying at this hotel while in ********* for a family members funeral. Unfortunately, our experience at the Mirage Hotel was not a suitable experience. Upon checking in to our room, we did not receive the king-size bed that we originally reserved and paid for. After taking a day to enjoy the city, we returned to our room to find a red bug in one of our beds. At that point, we notified the shift manager. We were told that there were not any additional open rooms and that the cleaning crew would be sent to the room. About twenty minutes later, we received a call from the front desk stating that they had found a room for us and to come to the front desk to receive our new room key. After packing up our items and moving to the next room. We noticed that this room was not clean AT ALL. The beds were made up, but there was trash in the cans, used towels on the bathroom floor, and our floor had not been vacuumed. Because it was well past midnight, we did not have the energy to have them clean the room, as we had to wake up early for our family members funeral. We reached out to the front desk and received an apology, but were told they could not do anything for us. We were unable to receive the managers contact information. Since then, we have contacted the Mirage Hotel numerous times, either personally or via the website that we used to book the reservation. We have been given the runaround or simply ignored after we asked for a partial or full refund for not receiving what we paid for. We did not deserve a dirty room or to be treated as if our concerns did not matter. I have attached photos of the bed bugs and trash left in our room. I am looking for a full refund for my stay at this horrible hotel.

  Customer Answer

  Date: 04/20/2023

  My mailing address is ******************************************************************** 

  Business Response

  Date: 04/26/2023

  Dear *****************,
  
  Please accept our sincerest apologies for the many frustrations caused, during what should have been a relaxing visit. We sincerely regret the customer service downfalls and the dissatisfactory room accommodations experienced as relayed to us in your comments. We intend to provide exceptional guest service to all of our guests in every interaction, and in every area of our resort. Please be assured that your comments have been shared with the appropriate department leaders to be addressed internally. Ultimately, please know that these unusual service quandaries do not reflect our goals as a resort, and we will put forward every effort to ensure these events do not happen again. We have issued a refund approval to the booking company for the full total of the stay. You should receive the refund within the next 30 business days. We have also issued a refund for the two nights of resort fees in the amount of $88.44. Again, Lexxus, we regret the negative experience you had and extend our most sincere apologies. We appreciate you making us aware of the area in need of attention, and value you as our guest. We sincerely hope for the opportunity to better your opinions of our resort in the future.
   
  Sincere Regards,

  Tralyn

  Guest Experience Specialist

  The Mirage ********* 

  Customer Answer

  Date: 04/27/2023

   
  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,
  
  Lexxus Washington

• Initial Complaint

  Date:04/03/2023

  Type:Customer Service 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.

  The most ridiculous experience I had at the Mirage. Our group was locked out of the room. I went to the front desk to get another room key and thats when the horrendous experience began. They gave me one key and I went to the room to use it and found it didnt work. Then I went back to the front desk to let them know. They gave me another one and I did the same. I had to go back down to front desk to let them know this one didn't work either. Then third time they said we will give a set of two keys and try it. If this doesnt work then we will have the manager help out. I went upstairs to try it out the third time and same thing happened. I was pretty frustrated at this and called the front desk from my phone. They put me on hold for *********************** that I have go down to front desk for this. I got back to front desk and this time the lady said she will give me two sets of two keys which means 4 keys so one should work. She said 8 times would be charm, trying to mock us and the situation. I told her I need to speak to the manager and she told to go try the keys. They did not help us and neither did anything to compensate for the horrific experience of making us go back and forth.

  Business Response

  Date: 04/13/2023

  Good afternoon, 

  Due to the technical issues our guest experienced during his stay we have removed all nights resort fee and refunded the guest $132.66 back to his **** card. We sincerely apologize for the issues our guest experienced.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19885513
  
  I am rejecting this response because: I had two rooms reserved. If this is the case then it should be refunded for the other room as well. That room was booked under ************************* (my brother) since it caused both of us the hassle for both the rooms. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/14/2023

  Good afternoon, 

  The compensation extended is consistent and fait for the issues encountered. We understand the inconveniences the guest encountered, however we will not be issuing a full refund. 

• Initial Complaint

  Date:03/29/2023

  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.

  We booked the Mirage hotel from March 21st through March 25th. The hotel charged us ***** for a mini bar on the 21st but we did not drink anything from their Mini Bar in the fridge. My fiance called to let them know and they removed the $***** charge from our bill. We checked out on the 25th, the charge was not on our final bill. We get home and they charged my credit card the $***** and it was not authorized. This is a racket taking money from people and no one has consumed their products. They also charged several of our other friends and had to remove the charge. One of my friends a Diet Coke was missing when she got charged as well. Not sure if the housekeeper is taking things or not, but my fiance and I do not drink.The refrigerator was stocked when we left and didnt take anything. I am ****** because they waited to put that back on my card after I left. I will let everyone know not to support the Hard Rock hotels any longer as their hotel policies and practices are awful. If we consumed their products we would have paid for them without them charging us after we left. Im totally disappointed and never had to deal with this when they were owned by MGM..

  Business Response

  Date: 03/29/2023

  Hello,

  After investigating this issue, it was discovered that the $45 charge was not properly refunded.  In response to this inconvenience, I have refunded the $45 charge as well as the Resort Fees that were paid during the visit.  I have attached the final folio which reflects the adjustments for reference.

  Customer Answer

  Date: 04/02/2023

   
  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:03/23/2023

  Type:Service or Repair 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 called in on Wednesday 2/8/23 about an offer I received for 3 comped nights, $75 in resort credit, and $225 in free play. I was looking for a suite for my wifes birthday weekend. We had previously stayed in a Penthouse Suite back in June of 2021. The dates this time would be 6/3/23 to 6/6/23. The rep said the 2-bedroom hospitality suite was available and would be comped. I booked the room and was given confirmation LLKVXHWD7D. Later that day, I received an e-mail from the Mirage, but it was blank, no confirmation of my reservation. I called back in and the rep I spoke with confirmed my reservation for 6/3/23 to 6/6/23. She said I received a blank e-mail because the company was going through a system change. On Friday 3/3/23 I received a check-in e-mail. I called in and gave the rep my confirmation LLKVXHWD7D. The gentleman explained that reservation was for 3/3/23 to 3/6/23. I explained this was in error and that my dates were supposed to be 6/3/23 to 6/6/23. He said that since the reservation had already started, he would need to cancel it and speak with a couple different departments to get the issue resolved. He said he would be calling me back. I never received a call back. I called on 3/7/23, got transferred around a few times, and spoke to one supervisor. This supervisor stated her supervisor would be correcting the issue and giving me a call back within ***** hours. Again, no call back. I called corporate on 3/10/23. I explained the whole situation to the corporate rep. ***** placing me on hold, the rep stated she gave all the info to the local rep to resolve my issue, I was then transferred. The local rep said that she could book the room, but no suites were available and there was nothing she could do. I have since wrote multiple e-mails to the Mirage and nothing gets resolved. The 2-bedroom hospitality suite is still showing available as of today, 3/23/23. I just want the room I was told I would receive initially and am tired of the runaround.

  Business Response

  Date: 04/07/2023

  Good afternoon, 

  The guest was upgraded complimentary to the suite he requested. 

  Thank you

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair 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.

  My wife and I booked a room at the Mirage for a few nights back on August 28th through August 30th 2022, and we paid for everything ahead of time. When we arrived at the Mirage we had to give our credit card to have on file and would be charged a temporary amount of 300 dollars for any incidentals. When we got our bill (folio) after we had returned home, we saw that it was for a grand total of $178.01--which $132.66 was for daily resort fees and tax.We were told that our credit card would be used only for incidentals in which we only had one and it was a late check out fee for $45.35 including tax in which we agreed to.We did not use any of the hotel amenities, since we were out exploring and gambling.We are also MGM Rewards members and are Sapphire level (#********)Pursuant to ******** Deceptive Trade Practices law NRS ******** paragraphs **** and 13. As well as NRS ******** paragraph 6. These resort fees and tax are illegal and not enforceable. Currently MGM ********************** **** is being sued by Travelers United in DC Superior Court for these deceptive practices (drip pricing).We have sent a dispute letter and also disputed this with our credit card but to no avail. We request a prompt refund of the $132.66 back to our ********** credit card ending in **** please.

  Business Response

  Date: 10/03/2022

  Good afternoon!

  Mr. **********;was refunded for his resort fees on ***** by our Senior Hotel Operation Manager. We have attached a copy of his updated folio to our response. 

  Warm regards, 

  Mirage Guest Experience 

  Customer Answer

  Date: 10/04/2022

   
  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,
  
  *********************