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CB Travel and Vacations MGM Resorts International Complaints #102-121
MGM Resorts International

MGM Resorts International review: luxor management, housekeeping, bell desk

T
Author of the review
12:35 pm UTC
Verified customer This complaint was posted by a verified customer. Learn more

To Whom It May Concern:

We were guests at the Luxor, arriving Friday, September 13 and staying in Suite 5324. Within 10 minutes of us getting our room, around 4 pm, we noticed issues with the toilet in which when flushed it pushed the contents out towards us rather than be sucked into the system. We called housekeeping and waited 45 minutes for a plumber. The plumber worked on the issue for 20 minutes. After he left, assuring us that it was fixed, the toilet backed up again the next time we used it, which was within 10 minutes of him leaving. We, again, called housekeeping to report the issue but had to leave as we had dinner reservations at 7 pm with coworkers and did not get back to our room until 1 am.

The following morning at 8 am, the toilet still had not been fixed. The room smelled like crap. We called housekeeping to ask for a new room. We were put on hold for 15 minutes. When we finally spoke with the front desk, we were told a new room would not be available until noon. We were actually advised to go downstairs and use a public restroom. By 12:20 pm, we still had not heard from anyone regarding a new room. We called again and waited on hold for another 15 minutes with no answer.

I finally went down to the front desk and asked for a manager, of whom I again waited on 15-20 minutes. It took the manager 30 minutes to get us a new suite on the 14th floor. The manager told me that a bellboy would be waiting for me at my room to assist in moving our luggage. When I arrived back at our room, my wife had already packed us back up, and we waited for assistance. After waiting for another 15 minutes, I called the front desk/bell attendant and was told they had never received a call from the manager to assist in moving us. After hanging up, we moved ourselves. By now, it was 2:30 pm.

I have been coming to the Luxor with the FEC group for many years. We rent a conference room and have anywhere from 20-50 rooms in our block depending on attendance. This incident has left me and many in the FEC group extremely disappointed with how this situation was handled by your staff.

I had also been told by one of your staff that Room 5324 had been closed for weeks due to plumbing issues and that they were surprised management booked that suite. Your customer service is beyond weak. It should not take 15 minutes to reach someone at the front desk. I believe I should have been reimbursed for the whole time I was staying. We ordered breakfast and paid a premium waiting on your staff to relocate us.

I sincerely hope you will consider making this right. We wasted a lot of time sitting in that room waiting to be relocated to a room without issues.

Regards,

Todd Lorenz

Luxor Room Acknowledgement: 32LWFCKX
Arrival: Sep 13, 2019 | Departure: Sep 16, 2019

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