ComplaintsforThe Signature at MGM Grand

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a collection notice on behalf of MGM ********************* claiming I owe an amount $102.06 I believe, do not have notice available at this time, amount may be off. This balance appears to be from last stay from August 30th to Sept 7th, incidental items including several breakfast stops at Delights. From what I recall, the rooms under my name each had a deposit in amount of $100 for incidentals and should have been blocked off from ordering to room, a request was made at time of reservation. I request balance waved due to information provided.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Dates stayed at hotel Signbauture by ********* by MGM Resorts:12/29/2023-1/1/2024.Amount of money spent for 3 nights (+ resort Fee): $801.79 (+$132.66)Issue:There was an active shooter in our hotel last night (early morning of 12/31/2023. The shots took place around 5-6:00am, the hotel did not issue a shelter in place order until around 9:00AM, a full 3-4 hours after the shootings had started. This hotel showed a gross disregard for human life by not informing the guests of that hotel that there was a potentially fatal situation going on, and that there was an active shooter at large. The hotel did not reach out to ensure our safety, and upon the statement of a shelter in place mandate by the hotel staff we were informed that we would be told when I was safe to leave our rooms. After the all clear had been given to leave our rooms (we found out about the all clear by noise in the hallway and upon hearing the noise we called the concierge.. We were informed by the concierge that the all clear had been issued about 30 minutes prior with no announcement). I believe this is gross negligence and an example of illegal imprisonment in that we were being held against our will long after we were allowed to leave our rooms because the hotel staff did not inform us it was safe. In addition, the undue stress that was placed on us that we were fearing for our lives from an active shooter in our hotel and not finding our there was an all clear until well after the suspect was in custody is gross negligence, and all customers affected by this situation should be compensated for the undue stress and mental anguish we were forced to endure due to the incompetence of the hotel staff to keep the guests safe

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I stayed at hotel *** grand one night on 12/25/23. The CONFIRMATION NUMBER is M08ADED13. After we spend half an hour to find the hotel room. We found the hotel room was out of electricity. We waited for 2 hours for that problem to be resolved. During that time, we called the front desk three times and finally they send someone to solve the problem. It is very disappointing. If you cannot provide the basic service, you should not open the hotel. I would like to request a refund.

  Business response

  01/07/2024

  Good morning, 

  I am attempting to research this incident, however I can not locate a reservation under that name or confirmation number provided. Could the reservation possibly be under a different name? 

  Thank you, 

  *******************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/19/23-09/24/23 Bed Bugs Reported While Vacationing for a wedding and two birthdays all celebrated on the same Day to have it turn into the worst trip I have ever had in my life, and Nothing Was Done to help or resolve the issues!!! I had to go to the ** because of an Allergic Reaction, and injuries attained from this infestation. I have contacted everyone within MGM establishment to address this infestation, only to be ignored and turned away, I am reaching out to lawyers, and several media outlets to address my concerns to the public so everyone is aware to stay away from ALL MGM Resorts and Establishments.

  Business response

  10/01/2023

  Good Morning,

  After investigating the circumstances on the said complaint, we have concluded that the guest booked through Air BNB.  The unit the guest stayed in is not affiliated directly with MGM Resorts.  We did reach out to the guest to inform her of this and also reached out to the third party Air BNB company the guest booked through to ensure they followed the proper protocols to resolve this issue with the guest. The guest will now be in contact with the third party they booked with.

  Thank You,

  ***********************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stayed at this location from 5/13/23-5/15/23. When I arrived on 5/13/23, I had a ******* bag with a brand new AirPods case in it that I had just purchased from the ******* store a few hours prior. This bag, along with my other luggage, was handed off to bell service to transport the luggage to my room. When bell service dropped off my luggage, the AirPods case was no longer in the ******* bag.I also used their mandatory valet parking, where I had them park my vehicle on 5/13 and return my vehicle to me on 5/15 (I did not use my vehicle at all during the stay, only when first arriving and when leaving). After they returned my car to me, my Ray-ban sunglasses were missing. The sunglasses were not sitting out in the open, they were stored away in my sunglasses compartment, meaning after my car got into the hands of valet, someone decided to look through my car and steal my sunglasses. I have already been in contact with Signature about this, they sent me off to a third party claims rep who keeps giving me the runaround. This incident happened almost a month ago now, and I am requesting to get it resolved ASAP. I am requesting to be reimbursed $197.23 for the two items that were stolen from me, or to have those two items returned to my possession. I have uploaded my purchase receipts for the two items showing the amount that was paid for them.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I checked in mgm on Wed and checked out Friday 530am. I was charged a cleaning fee of 150. The rude manager of the hotel said they have pictures of the room. I said I am not disputing what your saying but I am telling you I did not vomit at anytime during the stay. When I left the room it was in a okay condition with no vomit. She said well their not going to refund my money. I did not share my room with anyone. I did have a guest on Wednesday night that dropped off some food and watched TV with me for about a hour. He left and there was no issues. I told the lady if someone vomited then I should not be blamed. The second issue I had was house keeping attempted to come in my room on Thursday around 12pm. I was sleep and startled when I thought someone was breaking into the room. Turns out it was house keeping. They did NOT KNOCK nor did they introduce themselves. I was scared so I went downstairs to complain. The lady at the reception said I should contact the manager. I came back to my room to see my bed made up. So that means they did go in my room without permission. Third issue is during the stay I had 200 take out my wallet while I was gone. My wallet was even left open. I went to go complain and there was no reception and the hold time on the phone was past 10mins. So I said okay I'll call then later and sort it out. Again the rude lady manager did not attempt to resolve any of my issues and actually got snappy saying if this was her she would have done things differently. I said well everyone acts different and I'm calm by nature so I don't make big deals even in stressful situations. I should have never stayed here. I didn't feel safe while here. I need to speak to someone other then that rude manager of the hotel so that I can find some resolution.

  Business response

  06/20/2023

  The guest had not reported any issues during their stay. The *** light was not activated during the stay, so the suite was cleaned as all hotel rooms are. I have attached the photo evidence of vomit left inside of the suite that was found upon check out. Housekeeping had a difficult time cleaning the vomit as it left red stains and thought that they were going to have to replace the carpet. Typically for biohazard cleaning we charge a deep cleaning fee of $500, however in this case, as they were ultimately able to remove the stains with the help of our maintenance team, they decided to only charge a cleaning fee of $150. The guest was provided the information to file a claim with our *************** team regarding her alleged missing $200, however, she declined to file a claim. 

  Customer response

  06/21/2023

   
  Complaint: 20138198
  
  I am rejecting this response because: first I did talk to both security(will) and both manager and I kept getting the run around. So that's lie number two. Second lie was I was told that the door signal had to say i request Cleaning. So I didn't turn it on. And I did speak with staff downstairs about this and she said the same thing I said. If I didn't request staff then they had no right to come in my room

   Staff told me three different stories in terms of the carpet and I NEVER declined to report. At one point a staff over the phone claim they didn't even take the money out of my account. If you look online their are similar reviews if theft and when reported the customer gets the run around.  Once I left the hotel room then whatever happens is not my response . The fact they stored my money- lied and made a false claim against me is really sad and it shows why they have so many complaints! There was never no hotel cleaning staff when I left the room but yet they stated someone came right after me. The hotels manager and I actually got into a argument because she was so nasty and rude. 

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

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I don't know where to begin! I'm a traveling Nurse on an assignment- I chose this hotel with the hopes to be reimbursed by the agency I work for. I arrive at The Signature Saturday, March 18th, 2023 around 7-8 pm. As I was checking into the hotel I had additional questions regarding the hotel fees and charges because I purchased the room through a 3rd party and I wanted to get clarification to ensure I wasn't double charged. The desk clerk who was assisting me also wanted to make sure she was explaining everything right and to ensure there wasn't a double fee. Out from the back office comes the rudist Manger known to man, she repeatedly kept cutting me off; gesturing with her hand; and unprofessional to the 10th power. I kindly asked her name she states "******" I asked for her supervisor's info and her last name she refused to provide it to me. I told her she was rude and unprofessional. She walks over to security "She's not staying here-escort her off the property!" Then 5 security officers including the Head security manager (*******) came to put me off the property as if I was a violent criminal. This hotel has nothing posted that they have the right to refuse service. I was embarrassed at everyone's actions during this encounter. The only person who was hospitable was the Head Operation Manager **************************** who provided his card and ake if I needed a taxi. Finding a hotel on a Saturday night in ********* was very difficult without a reservation. Luckily, I could provide care to my patients that weekend without this event affecting my service. I called for two weeks trying to locate the manager's info the entire staff is tight-lipped on any information or even how to file a complaint.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a room through Priceline for the Signature *** by Orgoto for Mar 3-6. We were coming to ********* to see ******************* play and he has since pulled out from the event. I understand the hotel had a 14 days cancellation ********** contacted them as soon as I knew about the change. I missed the 14 day **** by 9 hrs. So I called at 13 days, 15 hrs. The person I spoke to said it was their strict cancellation policy with no exceptions. I asked if there was an upper management person I could speak to and he told me he was not allowed to share that information!!!!! I also called Priceline and they were of no assistance. I even was able to talk to someone at the Signature at MGM Grand who told me she could do nothing as they used this 3rd party, Orgoto, to book reservations. As it stands right now I'm going to lose $700 because I missed this so called deadline by 9 hrs. I can appreciate having cancellation policies, but in this situation with the event I was coming to see changed & contacting the hotel as soon as I knew, giving them 13+ days notice vs. the 14 days. I can understand perhaps having to pay a "small" cancellation fee" but not the total $700. I would think ********* could be a bit more understanding. So far the treatment I have received has been rude with no one interested in helping me. I will let everyone I know about the Signature at the *** Grand and how I was treated. I hope I NEVER have to come back to this city again. Also of note, even though I had the "14 days" to cancel by reservation, Orgoto charged my credit card on January 24th??? I will be following up with my credit card company to see if there is anything they can do as well. I'm sure I can pretty much kiss my $734 goodbye but I hope you will prevent this from happening to other visitors to the *****************. Thank you.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello I checked into the the signature at mgm grand on august ***** 2022. I paid for a deluxe balcony suite which was pretty pricey at the time. Expecting high quality fir a high chain resort you would expect nothing but top notch. I stayed in room ****** to be exact. The room was clean. Being a clean freak and sensitive to any germs or unsanitary I started to inspect the room and noticed inside the fridge the handle for beverages was broken at the bottom which is disappointing. If I'm paying all that money for a service I expect everything to be accurate. I brought in my own beverages to put in the fridge and couldn't even use the space in the fridge due to a broken condiment/beverage handle. I looked passed that. Later that night I went to sleep in my BED THAT'S SUPPOSE TO BE THE MOST SAFE SECURED SPOT. I wake up in the morning and the sunlight from the balcony is hitting the sheets only to notice this YELLOW PEE STAINED DRIED spots all over the end of the sheets THAT I JUST SLEPT. I felt disgusted and sick at the same time angry! If I'm paying all that money for an UPGRADED ROOM YOU MEAN TO TELL ME I CANNOT HAVE CLEAN SHEETS??? That was disgusting I was afraid to sleep on that bed. I immediately called front desk and notified them and all they offered was to change the sheets with no regard of what I just slept on. Imagine spending good money on an upgraded room to sleep in yellow stained lord knows what that was. It was terrible. I truly did not even sleep in my bed that night. I fell asleep on the couch in the room because I was traumatized. All I was offered by the great signature at mgm grand was a change of sheets with no regard. So thank you mgm I am ****** and aggravated and don't ever want to stay at another chain of yours

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 23, 2022 my wife and I checked into the Signature hotel MGM Grand. Upon arrival we used the valet parking, went to our room and approximately 30 minutes later got a phone call from Tricia C**** Senior Residential Services Manager. Stating that our car had a tire blowout. At that time she said they would replace the tire.She retrieved items out of the car which we later picked up downstairs. Somehow after this occurred, the damages ended up being around 7,000 dollars to the rental car and we have faced many issues trying to resolve this with hotel management. We passed the keys to the valet and whatever damage occurred was when we were already in the hotel. Please help us resolve this.

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