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1.0 150 Reviews

MGM Resorts International Complaints Summary

2 Resolved
147 Unresolved
Our verdict: If considering services from MGM Resorts International with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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MGM Resorts International reviews & complaints 150

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2:27 am EDT

MGM Resorts International circus circus sports book

On the morning of Monday, August 27th, 2018 I placed 4- 5-Team Parlays worth $900. 2 college football, and 2 NFL parlays. These events will be carried out between Thursday, August 30th, through Saturday, September 1st for the college football games, and Sunday, September 9th for the NFL Week #1 parlays. THIS MEANS THERE IS STILL TIME TO GET THIS MATTER RESOLVED.

I told the teller at the desk I want the parlays to have the teams winning "straight up" "out-right" with no point spreads. He said "yes, okay, no problem" and at the end I asked again to confirm and he said "yes, they are" I believed your teller and took the tickets to my father as a birthday gift and he, to my surprise informed me that the sports book pulled a fast one on me and gave me points spreads on ALL OF THE TICKETS. This essentially means the odds of my winning are impossible, which I knew going into this but I did not know I paid for point-spread parlays since your employee told me otherwise.

I don't know if it was my age, or inexperience, because I was not a "regular" or simply because the teller may have been new or inexperienced but I get the feeling the sports book felt it was necessary to take advantage of a "tourist" who they'll never see again but this is most certainly unappreciated and was a terrible way to spend my first trip in Las Vegas and at the moment is a worthless $900 ticket I handed to my father for his birthday.

I have recently acquired some business interests in Las Vegas and I will be visiting frequently. I enjoyed most of my stay at your location, however when I was informed what these tickets were, I felt a gut wrenching feeling. I flew down on an extremely tight budget and could not afford to just throw away Nine-Hundred Dollars on impossible odds.

Your customer service at the sports book should have been more helpful and informational. If this matter is not resolved, I will not be vising The Circus Circus or any other MGM resorts, hotels, or casinos and I will be forced to regretfully leave reviews online on google, yelp, travel booking websites, and social media telling our story of what happened and your failure to resolve it. However, these events do not start/ end until August 30th-Septmber 1st, there is still time to assist us with this matter so if you choose to "make it right" we will gladly leave grateful, amazing, wonderful reviews promoting your outstanding customer service and willingness to go above and beyond for your guests. As an added bonus, you will receive my and collogues business whenever we are in town and you will be recommended to everyone I know that visits your city.

As I have mentioned above multiple times, there is still time to help resolve this matter. I am not a customer upset at you because his team lost, these teams have not played yet and I feel that I was taken advantage of and lied to. I am considerably "street-smart" and know when someone is trying to play me and I feel that is what happened here and it is probably not the first time this has happened to a guest.

Please help "make it right" by making my fathers birthday and my first Vegas trip a positive one and I will make sure that you are my go-to resort for all of my future and frequent business and family trips.

Thank You.

Email: [protected]@msn.com
Cell: [protected]

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3:46 am EDT

MGM Resorts International casino

MGM leadership, good day to you.

Nothing is worst than be treated embarrassingly and rudely by your security guards while taking an important call, especially that what drove this embarrassing and bad experience is the lack of MGM's attention to proper signage and/or isolation or closure of areas where there is intent to keep the public out of.

I had innocently walked through an open unsecured and unmarked area to take an important call. Caused no damage or destruction to the property. A security officer approached me until he was inches away then began screaming and shouting for me to leave. I said, I needed a quiet area and some privacy to take this call while my hand covering the phone. The guard had no patience, rudely speaking into my face and points to the exit doors saying "you have no privacy here.. outside is where your privacy is" and continue with no regard to follow me with his loud words to leave, while trying to cover the phone as much as possible. What an embarrassing scenario, and what a rude response to a loyal guest.

I will refrain from visiting your establishment going forward.

I hope this complaint makes it to the appropriate people who are able to make changes, train staff, and promote a better image to MGM. Tonight, you had shown your lack of hospitality. I regret spending my money in your casino.

Louai Qaqish
Cell: [protected]

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7:57 pm EDT

MGM Resorts International worst service we have ever had at taps

My husband and I sat at the bar, we were greeted by one of our favorite bartenders Wallace! It was change over, we were completly ignored by the attending baretender! Didn't even get his name! (he had a bald head) Wallace took our drink order, and then got our food order! The other bartender never once even asked us how are food was, or asked if we even needed anything! We talked to Odel, and he said he was sorry about the way we were treated! He said they we short handed and very busy! I have been a bartender for 35 years, so I can relate, however we could've been treated with a little more respect!

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2:18 pm EDT

MGM Resorts International I was wrongfully removed from mgm detroit after making a complaint against a waitress.

I was a very regular patron at MGM Detroit such that I met and from Feb - May 2018 I was manipulated by a Waitress - Cassidy D'Arpini in regards to getting money and solicitation. I decided to end the interaction and the waitress then become rude and refused basic customer waitress service to me. On May 20, 2018, I complained to Melissa Reed Beverage supervisor. It was a verbal complaint that lasted 5-7 minutes. I never raised my voice, no argument nothing. I gambled on 5/21/18, 5/22/18, I saw Melissa Reed and she would have had to be able to see me and no interaction. On 5/25/18 I was approached by Security after seeing Melissa and Cassidy speaking and told that I was being kicked out and could not come back because Melissa lied and stated that I was "aggressive towards her". If I had been aggressive on the only date I spoke with her, why wouldn't she have put me out then? Instead waited 5 days after my complaint. I am and was humiliated and distressed as I have several friends who I no longer see regularly as a patron of MGM and they know about me being removed under false allegations. I was told it was being investigated and requested from "Eve" the tapes of the incidents but haven't received anything. I want Melissa Reed, Cassidy D' Arpini fired and compensated for my humiliation, embarrassment and my inability to patron MGM.

Jeffrey Goodlett

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J
9:26 am EDT

MGM Resorts International cashier's cage

My issue with this place is that they don't ensure customer satisfaction like they say in their mission statement. I just visited recently as a patron and before I went to play the slots, I went to their Michigan Lottery machine to play some numbers. The machine accepted my money without any issue, but I wasn't able to choose any of the games or numbers.

I asked the nearby security guard who I can talk to in regard to this issue, he phoned around until finally getting in touch with the cashier's cage. They confirmed that I'll have to talk to them. So I walked all the way on the other side and after a 10 minute wait, a manager finally came out. As I was explaining my issue, the look on his face was that of a person who is not interested in helping me take care of this issue. I even showed proof that I took from my phone. So after repeating the issue 3 times and writing it down on a piece of paper, he told me, "Well, I'll have to call the Michigan Lottery office and they'll send someone out here, probably tomorrow, I don't know. We can't just give you your money off the bat. It'll have to be investigated" So I gave them my name, number, and he made a copy of my driver's license. I'm thinking they're going to take care of me. Just so happened that the next morning I got curious and I went back up there, the machine was back in order. It had no signs saying it was out of order or anything. It's been a couple of weeks since this incident and no phone call. Therefore, they're thieves in my eyes.

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3:05 pm EDT

MGM Resorts International pallet restraint/ farah fernandez

Farah fernandez is a 19 old female that I witness has been to the casino bar on her break time. She is a night shift dishwasher that is under the age to enter casino and she has been there twice as what i have seen also the employees there are very unresoectfull I would complain the state of Michigan labor laws if serious action isn't taken to the employee of pallet restraint in the mgm casino.. thank you

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4:55 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

MGM Resorts International breeze restaurant - the female cook on 11/08/2015 at about 10:30 p.m.

We arrived at the casino at 10:15 p. m. on 11/08/2015. We went directly to the food court and ordered food at Breeze. We ordered two slices of peperoni pizza and two lasagna dinners. I had six dollars on my card and the rest, $19.00, was in cash. They were not busy, there was one man in front of us and no one behind us. My daughter and I stood for over fifteen minutes and did not see the cook put any pizza in the oven, since the pizza takes longer to cook. We stood right in front of the female cook, and she never asked what was your order or I will be right with you, NOTHING. The man in front of us received his food and we were still standing there staring at the cook wondering why she was not putting anything in the oven. The cashier left for a few minutes and then came back and there were three girls waiting to order food. She took the order and ten minutes later three pasta dinners were on the tray. I walked over to the cashier and asked why I was still standing in line waiting for food 45 minutes. She was very rude, and did not give me an answer, The floor worker called the manager, she asked the cook, and told us the cashier forgot to give our ticket to the cook. The cook, who was yelling at me, tried to say the cashier was in the bathroom and she made a mistake, which was a lie. Our order was in 45 minutes before the cashier went to the bathroom. The cook was yelling over the counter at me trying to tell me it was a mistake and she did not get the ticket because the machine was not working. We stood right in front of the cook for 30 minutes and she never asked what was your order, and our tray was on the counter, right in front of her with the ticket on it. The manager came out and was very, very rude. I have never seen such poor attitude from a casino manager in my life. She gave us every excuse except the right one. After a few minutes she walked up to me, handed me the cash we paid and said "here is your money" and walked away. i had to follow her to ask if the food was being prepared, and all she said was" yes and walked away. We still waited another twenty minutes for the food and the pizza was burned, but I ate some of it anyway. When we go to other casinos they have manners and are happy to have people in their food court. Never once did the manager say I am sorry. She treated us like we were at fault, when all we did was try to order food.

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Kizzie Gipson  
Kizzie Gipson  
, US
Feb 12, 2016 4:55 am EST

Showed up to the casino around 6pm on Monday February 8th 2016 to play craps. All of the craps delers at the table were extremely unprofessional. They were making fun of customers, not paying attention and had bad attitudes. You would have to tell them 2 or 3 times when your number hit that they needed to pay you and they would act clueless. When you would throw money to the stick in the center no matter how many times you told them what it was, they would have issues booking it and would lock your money up when your numbers hit. And why do they have a challenge bet on the craps table if no one is going to pay attention and flip the signs. Overall one of the worst craps experiences of my life. Poker room is really nice though.

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J
5:21 pm EDT

MGM Resorts International they really need to work on their manners

On January 24th, 2010, Myself and my future sister-in-law went to a bridal show at the MGM Grand At Foxwoods in Mashantucket, CT. As soon as we walked in the door, the vendors ignored me and kept asking my sister-in-law if she was the bride. After I told them that I was the bride, they had a look on their face as if to say "Oh my God... SHE'S GETTING MARRIED?!" I felt worthless and ugly. I'm a plus-sized woman and i feel I had a right to be there just like everyone else. This lasted for 2 hours until we finally left. I've been to one other bridal show (Not at MGM) and never had this problem. They really need to work on their manners. I will not go to another bridal show hosted by Foxwoods.

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3:21 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

MGM Resorts International timeshare fraud

MGM Universal Timeshare scammed me promising to sell my time share. They said they have an interested buyer. They would call me for a couple months telling me they are showcasing my timeshare. They got an upfront fee charging my Mastercard $1, 798.00. MGM committed interstate fraud across state lines calling Timeshare owners like ourselves and getting their money and never intending to sell or rent our timeshare. There are not any Buyers wanting timeshares! I keep getting calls every week from a new Scammer wanting our money! Tired of these Scammers calling. I'm even on the Government Do Not Call List! I want my money back!

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Sandra Warren
Augusta, US
May 18, 2011 8:51 pm EDT

They called me almost a year ago stating that they had a buyer for my timeshare, and that once I paid the fee of almost $1800.00, they would send me the contract along with a $5, 000.00 bonus for the 4th of July. I called back when I didn't receive the check after July 4th, and was told that the sale had fallen through because the buyer wasn't approved. We tried repeatedly to get our money refunded, but they kept saying it was too late and they would have it sold within 6 months. Every time I called they said it was being showcased, or they had a buyer . I have been trying to get in touch with them for two months now, and I always get a message to leave my name and number and they'll call me back in the order of my call. I've tried to contact them on-line, and each of 3 extensions. I'm still waiting. Next step; the Atty General of California.

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3:33 am EST
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MGM Resorts International discrimination and rude behavior

Written letter to Casino
George P. Corchis, President & COO of Regional Operations for MGM
Steve Zanella, GM of MGM Grand Detroit
Mike Cox, Attorney General of Michigan
Casino Complaints Manager name not stated for confidentiality.

Upon entering the casino your security guards were not so friendly. Usually at Casinos I frequently visit such as Palms, Caesars Windsor, etc, the security guards at the door are usually are really friendly. However this isn’t the focus of my complaint.

I was unsure if I had a players card with MGM so my husband and I waited in line at the Casinos service desk to sign up for a card or verify that I have one. I would have to describe the woman that assisted me as I do not have her name as a tall slim African American lady working the left hand side (my view) kiosk.

At approx 12:30am she yelled out “Next” with no smile. I approached the desk with my ID ready and said politely “ I would like to apply for a players club card, or I am not sure if I have one already”. I had my ID in my hand ready to give to her. She looked down at my ID, then looked away and started shuffling papers and didn’t say anything. So I proceed to put my ID down on the counter to patiently wait for her assuming she would pick it up when she is ready. She looked at me right after I put the ID down and said “I need your ID Please” She knew it was sitting right there on the counter top where she could of easily picked it up herself. Keep in mind when she is talking to me there is no smile or friendliness what so ever with a very rude tone. She stuck her hand out with a unpleasant facial expression waiting for me to pick it up off the counter and hand it to her directly, which I did. She then entered in my info and said “you already have a players card” When I keyed in my number I made a mistake and entered the numbers in to fast, she said in a very rude tone, “you need to do it again you didn’t enter it right” To my surprise, she rolled her eyes at me. At this point I am getting very frustrated and feeling very uncomfortable with her behavior, rudeness and attitude toward me when I had been completely friendly and nice to her. I did not cause a scene I proceed to take my card and walk away without saying a word. She then said loudly in a very condescending tone as I walked away “Thank You”. I do not know what she had against me or why she felt the need to treat me like she did, I had done nothing to her to deserve they way I was treated. I observed the way she treated the couple a head of me, and she smiled and was respectable to them but not me…I didn’t get even one slight smile or nice tone.

My husband was standing next to me the entire time. We then approached the elevator to go up and see Ignite lounge, a bunch of African American women and men were so loud, we could even hear them before the elevator doors opened. When the doors opened they all went completely quiet and stared at me up and down and my husband. The one woman yelled out “who does that white blonde haired B%#$h think she is, she ain’t nothing here” They all started laughing obnoxiously, clapping and stomping. As I walked away I am sure they were chanting more racist comments, I just tuned them out. I did nothing to them to deserve that treatment. I know your customers in your Casino is out of your control, but I wanted to express my whole experience.

We had played a few games prior to this, and were going to play more but after what happened above, I just wanted to leave your casino. I feel I was discriminated upon, and treated very rudely by both staff and customers. I have never been treated like this elsewhere. My husband and I just wanted to observe your Casino for the first time as we were interested in staying at your hotel in the future as well as gambling, and attending a nightly event. This was clearly not a pleasant experience.

I sent this letter via email and mailed in Oct 2010, it to all the 4 individuals above. I did not hear back from anyone of the 4 people this letter was addressed to and it is now February 2011. My phone number, address and email address was written on each of the letters.

I followed up with the Casinos Complaints Manager that I specifically addressed the email and one of the letters too today about the complaint, she said she did not receive complaint. I find that hard to believe when this complaint was physically mailed to her back in October 2010, and emailed to her at two email addresses provided [protected]@det.mgmgrand.com & [protected]@xxxxx.com. I find it very unprofessional to advise to email it to an email address that is outside/non related to MGM “[protected]@xxxxx.com”.

Her solution was to offer me a $9 credit on my players club card which was a complete insult, not even addressing the issue at hand. Nothing was accomplished but her making me feel more angered about the situation.

They did not seem to care or want to be involved with my complaint at all. Unethical, discriminatory, practices if you ask me. Will stick to the Casinos in Vegas.

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Andrew David Barney
, US
Oct 11, 2023 8:31 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Tried to use it this month but due to the hackers the system was down and i couldn't use my coupon.

I won't visit mgm again if this isn't made right.

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Paul Marston
Pudsey, GB
Aug 09, 2023 8:52 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi

We stayed in the MGM Grand for 5 nights, we paid the travel operator and then the hotel charged me for the room again and i can`t get a refund.

Arrival 07/13/23

Departure 07/18/23

Room No. 01311

Conf No. [protected]

Paul Marston

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Tommy Garcia
, US
Sep 25, 2022 10:19 pm EDT

Me ospede en una abitacion de mgm grand t una recamarwra se robo las sabanas y toallas . Aparte de eso me ofrecio sexo por que me quede callado su nombre es melissa jasmin cabrera martinez exijo que la corran por desmoralisada

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Agapito Tinga
, US
Aug 23, 2022 6:06 pm EDT

we were on the hotel 06/30 2022 to 07/01/2022 we pay for fee and deposit and so far we have not received a refund of the deposit when you do your check out

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5203Shawn
, US
Jan 20, 2016 2:59 am EST
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I totally agree i been going there for 2 years now they are very rude almost like they are better then you. This place is a big rip off I wouldn't recommend going there. I had two horrible hoses that gave me the run around. My friend Olson the manager at v night two. I spent over 100 k last year and couldn't get a free room. If you wanna win stay away from mom thanks Shawn easton

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MGM Resorts International contacts

Phone numbers

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Website

www.mgmresorts.com

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