MGM Resorts International
Reviews and Complaints

I think MGM, like other companies, over the last eight years has suffered from a very drastic decline in customer service. I think this is a corporate culture issue. I don't think you see this at somewhere like Wynn resorts. I think MGM needs to rethink what customer service is. I have to give my recent stay in LV an F- for service and excellence. They need a corporate service manager and need to have customer managers at the smaller team level at all properties. The teams to be no more than five or ten employees each.

Having recently stayed at MGM Resorts International, I had a mixed experience that left me with conflicting feelings. On one hand, the location was convenient with good access to transportation options and vibrant surroundings. The property offered a variety of entertainment options, from clubs to restaurants, creating a lively atmosphere. However, the overall condition of the casino lobby was disappointing, with a strong smell of cigarettes and outdated decor. The room itself was lackluster, lacking basic amenities like complimentary water and coffee, and showing signs of neglect such as broken fixtures and poor maintenance. The highlight of my stay turned sour due to a negative interaction with a manager named Arthur, whose abrasive and dismissive attitude towards my concerns about additional charges left a bitter taste. Despite some positive aspects, the overall experience was marred by these issues, making me hesitant to return unless significant improvements are made.

I hope someone reads this and questions the omplaint. We go there every week and most of the time loose our money. We only play video Keno nothing else. They have a couple smoking patio's that both featured Keno. As time has progressed they have continually shut them down as the claim they are broke. Now the South smoking section has no machines and the other room has six. When you ask they say they can't get parts. I suggested new machines and was told that they can't. I have to questions why they don't want those machines. It certainly is that they pay out often. There have been times that you had to wait for a machine that's how popular that game is. I learned that another near by casino has them so we went to see. There were a number of folks that use to play at your casino. Very disappointed in the management. They really don't provide good customer service to their guest. I won't even talk about the comps as they are an absolute joke. If you call and complain you simply get an, Oh well, thats the way it is. There is even a couple of beverage gals that should have been gone long ago. They are extremely rude to customers.

First off, let me start by stressing that I am sorry it had to come to this point. I have been a very loyal customer to all of the MGM businesses. I am from Michigan so Detroit is my most frequented casino. But I stayed at MGM Las Vegas the week that I spent there, visited MGM Beau Rivage (Biloxi, MS) when I was working out of town in Tennessee, and Kentucky (so completely out of my way, but I still did it), and I play online several times per week. I have referred several people, which actually brings me to my first complaint. MGM has ALWAYS been my favorite. And I have praised your businesses to everyone I know. I have referred several people, and have never once gotten the referral bonus! I inquired about the last couple (Sara and Lonnie Shewmaker) but as with all of my other inquiries, they were allegedly escalated, and I was told I would receive an email answer, and never received one. I have referred Ben Haring, Johnny LaFave, Gregory Lanzetta, Luke Banks... I could go on, but what's the point? I let all of that go! And I watched all of them follow the link sent them so it makes no sense! In your defense somewhat, I rarely used my rewards card for a long time because I felt like I never won with it. But then I realized I didn't win either way. I have spent an obscene amount of money both in your casinos, and online, and I have never even had a hand pay! It's kind of sick really, but I'm not putting that on you. Regardless, I keep putting my money in. It might not be the healthiest coping mechanism, but your casinos were my crutch when my fiancé died 3 years ago. And even in spite of my terrible record and win/loss ratio, I ALWAYS tell EVERYONE that MGM is the best! Always have! But lately it's just been overwhelmingly terrible! And I honestly hate complaining! I would so much rather write you to praise! I do try to give good reviews and feedback any time I receive stellar service! I just called corporate for a McDonalds the other day because it was so good! And that is very rare these days! I had to go back in and commend the workers as well. I much more enjoy sending those messages! But when it got to be bad at both the casinos and online I decided I was going to write. Because honestly, it makes me sad more than anything. I really really do not feel that you guys value your players anymore. Now, for the VERY FIRST time to ever win anything over $2,500 you could imagine how overjoyed I was to hit a $5,000 bonus a couple weeks ago! Even if I had to do the playthrough I was ecstatic to hit any kind of high number! I thought maybe things were looking up. Do you know that I figured out that I spent enough in the actual casino in 2022/23 to buy a very nice house in cash?! And never got a hand pay! Or even close! Now, I do realize that I am just a peon in your great scheme of things, and since I'm not a big spender or high limit player, my membership is insignificant! I realize you won't be affected either way, but it's nice to feel like you are significant. I'm so sorry I'm going on and on! I just want to get my point across, and I'm frustrated. Things have hit even more of a downward spiral! I have tried to reach out to people for help, but that has gotten me to this point. Most recently I was not getting my bonuses that it said I hit. I did live chat, all of the instances were escalated, and I'm always told I will get an email within 24-72 hours with a response. Out of all of these, including the referral ones, the only email response I have ever received is this last one, which makes me the most upset! I now can no longer add money to my account at all because clearly the person I talked to didn't really understand or pay attention to my messages. It started out that I couldn't withdraw my money because even though I have only used my debit card for probably a year now, for some odd reason it wouldn't let me withdraw to that, and was only letting me withdraw to my bank account which I no longer have. And it wouldn't let me delete the bank accounts either. So I literally told the guy that the ONLY thing I used now was the card ending in 7299. So , here's the ONE email response I've ever gotten...they did delete the bank accounts for me, and they also deleted and blocked the only card I use! So now I can't add money. Then when I try to inquire about that, the lady just kept asking what card I wanted removed. I NEVER wanted a card removed! Only the bank accounts! And it's still not taken care of, so I can no longer deposit! Then, the tip of the iceberg, I stayed at the MGM Grand Detroit Monday, April 1st and Wednesday, April 3rd. I didn't know that I had a comp room until after I paid the 1st. This is the very first one and only time I have ever had a room comped with you guys! So that's why the nights weren't consecutive. And I hate the $100 deposit. I mean I can understand it because some people just don't care when it's not their own. That is not me, but regardless, I never complain about paying it. However, I jokingly asked Wednesday if they could just use my Monday deposit seeing how I hadn't received it back yet. Obviously they said no. Well, it has now been 15 days since my Monday stay, and I still have not received my deposit back! Oddly enough though, I did receive my Wednesday one. Over a week ago! Well, I called the front desk Thursday the 11th, and spoke with Connie who told me I was waiting on the Wed. 3rd deposit and it could take 3-5 business days. Immediately after hanging up with her, I checked and realized she hadn't told me the truth. She tried to tell me it was the wed. one, and I already got that one which made it make even less sense! I decided not to call back right away, and give her the benefit of the doubt and wait another day. Still nothing. So I called back Friday afternoon, and Connie put me on hold for 25 minutes. I hung up and called back, and was amazed at how incredibly rude Connie was. She told me that she said it would take 7-14 business days and that's what she told me. I said "you did not tell me that! You told me 3-5! Now it's 7-14?!?!" I got, "Yup, that's what it takes okay?" I said that is not okay, and was hung up on! I know that this is very long, and again, I apologize! But i am so insanely apalled at the lack of consideration! And the praise that I have always given your company just completely upsets me now! I started going to Blue Chip casino in Michigan City, Indiana, and do you know that after a VERY short amount of time I received 10 comped rooms so far, including weekends! No blackout days! I receive $60 per week in free play at their casino, and I have always been treated with the utmost respect! After all the years and money I spent with MGM I'm just sickened at the insincerity! I hope that something changes because as of now I have no desire to visit your businesses again! And I can't deposit online even if I wanted to! And no one seems to want to help. Also, I tried to download my end of year statements of course to no avail! They all came in chinese letters! Oh yeah, and I moved up to pearl level which it states online, but in casino shows me still at Sapphire. And of course that can't be fixed either. :(

I am writing to express my disappointment with the unprofessional behavior of dealer Ivy during my recent visit to your Park MGM crap table. Ivy exhibited rudeness and ignored my inquiries during the game, which greatly affected my experience at your establishment.

I expect better customer service and professionalism from your staff and hope that you will address this issue promptly.

I arrived in Las Vegas on February 2, 2024, with my wife and daughter to celebrate my wife's birthday. Our excitement quickly took a turn for the worst as we checked in at the front lobby around 10:37 PM and were assigned to room 7315, reaching our destination at approximately 10:53 PM.

By 11:41 PM, when I attempted to watch TV, I discovered a severely cracked screen in the top left corner, distorting the visuals and making it nearly impossible to enjoy the cable programming. My wife promptly called the housekeeping department and spoke to Alma, reporting the issue. Alma assured us that maintenance would be dispatched to address the TV problem. Despite patiently waiting, no one showed up. Later, around 1:00 AM, we received a call from Greg, notifying us that maintenance would arrive on Feb 3, 2024, at 10:00 AM.

In addition to the TV issue, my wife reported other grievances in the room, including a clogged shower tub, duct tape visible as a way to fix an issue in the closet, and wallpaper peeling in the restroom. Regrettably, no one came to address these concerns. To our dismay, a charge of $345.78 appeared in my bank account.

On February 3, 2024, at 7:37 PM, I personally visited the lobby and engaged in a conversation with Dulce An, the manager from MGM. I explained the situation, emphasizing the distress caused by the cracked TV screen. Dulce An promised to investigate, assuring me of a callback within approximately 2 hours. Disappointingly, no call came, prompting my return to the lobby at around 10:40 PM. While waiting for information from the front desk staff, specifically April, I was approached by security personnel, including CK Flores, who requested my picture ID.

Upon presenting my ID, without my consent or a specific reason, Security Flores pulled out his personal cell phone. Inquiring about the reason, he claimed it was because I resembled someone banned from the casino. My wife requested a copy of the casino security policy that granted him the authority to take pictures of my personal information, but Security Flores refused, asserting he didn't have to show us anything. Acknowledging the use of his personal cell phone, he claimed the picture was deleted. Refusing to show us his phone, he insisted, "I don't have to show you anything!" I firmly believe my rights were violated.

This distressing incident not only caused emotional stress but also marred what was supposed to be a joyous celebration for my family. My daughter witnessed the entire ordeal, leaving us with a lasting negative impression of Las Vegas. As a result, we have decided not to return. I sincerely hope upper management addresses this matter promptly to ensure such a disheartening experience does not befall others. My initially happy visit to MGM ended with the worst possible experience, and I implore the company to take appropriate action.

Hi my name is Darren Howard I was in las vegas from 11th September to the 18th of September 2023 I did talk to the rewards desk at park mgm about my players card but they could not help they said they could do nothing about anything at that time. I play through £14,000 pound and have got nothing in the way of points slot play or even black jack play I should have reached my gold tier again and slot play but as you could not use your mgm cards in any Machines I have earned no points at all this very Frustrating. Can you please get in touch with me about this matter please.

Many thanks Darren Howard

Membership number is [protected].

My address is 30 papermill close Carshalton Surrey Sm52ad UK

Email address [protected]@msn.com

They did reply to my email I think they gave me about a 1000 points but do not hold me to that.i should have got my gold status again I have sent another 3 emails to them but its like they are ignoring me would just like clarification on what they intend to do many thanks Darren Howard

I made a reservation at MGM national harbor in Oxon Hill Maryland November 11-12 in paid premium rates for a king size suite with the expectation that for the price paid, I would have a joyful experience as this was a birthday celebration for my fiancé and the second time in the last two months he and I have been to MGM national harbor for a weekend getaway to have yet another problem. The first room that we reserved a few months ago had no Robe or slippers which is the only real extra amenity did MGM offers at their inflated prices - especially at this location.

MGM has no way to contact them via email that I’m aware of to file former complaints leaving me no option other than to go through BBB. I paid several hundred dollars for a king size suite to not only get no sleep, because the alarm clock in the room kept going off and we have no idea how to get it to turn off, which is something to Main should know to check before new people check in to avoid this happening, especially in your premium rooms, but neither one of us got an ounce of sleep with a constant door, slamming an outburst from drunken people on the same floor either the next door down or directly down from our room. It was constant door, slamming constant, screaming constant yelling in the hallways, the entire night, leaving, no sleep for either one of us to have to check out at 11 o’clock after a long night at the casino, on top of that she really don’t offer a good room service anytime of the day. One would expect for the price is charged at MGM for these issues not to exist. Security should’ve been upstairs immediately with all the commotion that was going on. It’s like everyone on the level should be compensated for getting no sleep in the complete outbursts and disruption that went on the entire night.

I recently joined MGM Rewards because we’re planning to go every quarter for an enjoyable weekend out but this is the second that experience we’ve had in a row. I complain the first time and never hear back from MGM. This time was even worse. We spend a lot of money when we go to your facility between the dining, the casino, and the room rental. We should never have these problems.

I booked a trip to Las Vegas to stay at the Excalibur from October 16th through October 20th. I had booked a Resort Luxury Suite which we were looking forward to staying during our vacation. My confirmation number was M082B7A43. Upon arrival we went to our room, and we were surprised to find out that we had been downgraded to a regular room. Upon going back to the front desk, I was told that we had been downgraded because all the suites were sold out and my room was a comp room which allowed them to downgrade us. We were never notified before our arrival that this had taken place. I have been a loyal customer to many MGM properties in the past and this is my first disappointing experience.

My husband and I visit once or twice a month. Our last visit was another 5 days on September 15th thru Wednesday and were in a very bad Cyber Attack at Excalibur, Plus did your promotion by visiting 3 of your locations and all Cyber Attack along with gambling eating but NO rewards earn. NOTHING! No employee request to write down our Gold Member # I became frustrated!

We would like to visit this month because our family will be visiting. Just today we did receive an email for 4 comps but when we went online NO offer was on our calendar through your rewards site.

I would like to continue to be a Gold member as we have been for the last two years and not to worry about it for next year, due to the Cyber Attack. We all suffered, then we wouldn't mind visiting for 5 days every month which we do and not keep worrying about not receiving any rewards due to Cyber Attack.

Thank you for caring to read my message.

Your faithful member

Vivian Ward

I arrived at the MGM Grand Las Vegas on Thursday July 27, 2023. My approximate arrival time was around 9:00 PM. I tried several times that day prior to my arrival to use the Mobile Check in and I was unsuccessful. I also tried to on one of the occasions add parking to my reservation. For some reason (still unknown to me) I was unable to do so. This required me to wait in

line in order to check in. I arrived at the front of the line and proceeded to give my name to the representative. The female who assisted me was unable to find my reservation. I showed her on my phone that i received and email that it was time to check in. She asked me if I had a confirmation number. I had printed the reservation, so I provided the number. She was then able to locate the reservation. I then asked her why she was not able to find my reservation under my name although i had paid a deposit for the room. She could not answer the question. She then provided me with the reservation and room. She also stated that I had paid for parking although I did not add that until I tried to check in with mobile check in, I asked her why I was unable to mobile check in. She left the desk and went to the back for several minutes. She then returned and waited for a "manager" Kenny who was unable to assist me and unwilling to provide any relief. I asked him for his name and he replied Kenny, I asked for his last name or initial which he refused to provide. I asked her a business card which he refused to provide. I then asked him for his supervisor's name and he told me Jake, I asked for a last name in which he also refused to provide. I asked for a phone number and he provided the general number with an attitude. His customer service was poor and he did not provide any assistance. I was given a room on the 17th floor which did not have an ice machine which worked so we were told to go to the 4th floor to get ice. In addition the safe did not work.

MGM Grand Hotel and Casino:

Room 24-141 (2 Bedroom Marquee Suite)

Dates: Check in: Friday July 7, 2023 Check out: Sunday July 8, 2023

Bottom Line: Thank you to Ms. Jordyn Foster, MGM Luxury Experience Coordinator. ([protected]@lv.mgmgrand.com) She helped us through this experience…. all the way to the last minute. I cannot praise her enough!

NO HOT WATER! Maintenance was called. Maintenance checked both showers. Maintenance explained that it took a while for the water to get hot. After many minutes one shower provided warm water, the other shower provided lukewarm water. I explained to maintenance that while we were in VIP, (waiting for our rooms because we arrived early) I videotaped maintenance attempting to stop a leak from the ceiling into the VIP section. Staff literally had to sit in the entranceway between the VIP check-in area and the VIP Lounge. The goal was to keep people from entering the VIP lounge via the VIP check area and vice versa. Patrons had to go around and enter the VIP Lounge from a side entrance due to the leak from the ceiling. The maintenance workers in VIP were discussing the leak. Apparently, they had been struggling to control the leak for over a week. They were happy because they thought they had finally rectified the problem. I asked, “Could that be the reason why we didn’t have hot water”. Maintenance assured us that, with time the water would get hot. Shortly after he left, both showers returned to ice cold water. IT NEVER GOT HOT! The scariest part was the knob in the shower became stuck and would not shut off. It was vibrating and finally after several attempts, we were able to turn it off. We never took a shower because of the cold water. I do recall when the maintenance person arrived, he explained that the way the handles were installed in the shower, it was a little tricky operating them.

Black hair scrunchies were on the bathroom floor. I do not need to say anymore. I don’t wear scrunchies.

Liquor Bottle (not ours) left in the room between the time we literally dropped our suitcases in the room and our return from a walk. Maintenance apparently entered the room while we were gone and was cleaning the bar. I was told that they forgot to take the bottle when they left the room. (We appreciated their honesty because we KNEW we didn’t see the bottle earlier when we were in the room)

Twice we entered the suite, and discovered staff in the room. The first person was a cleaning representative. She was shocked to see us enter the unlocked room. Our key didn’t work and we were made to go back downstairs to get a working key. We inquired as to having a representative to bring up a key. We were strongly advised to take the elevator BACK DOWN STAIRS.

When we went back to VIP, we were asked why didn’t the staff have someone bring up a key. We couldn’t provide an answer. We retrieved the operational keys. We returned to the room and found a man in the room. He looked shocked. His back was to us and he was touching the big mirror/painting in the room. After he left, I examined the mirror/painting. I THINK he was trying to take the tape off of the mirror. There was a lot of tape on the mirror. I ASSUMED that someone may have hung balloons/decorations on the mirror.

The next day July 8, 2023, we were relocated to Room 25-306 (King Suite): Thank you Ms. Sophia, management.

We had HOT WATER! I talked to a different maintenance person and he explained that one side of the building will get hot water before the other side of the building. We remained confused but grateful for the hot water.

Shortly after arriving to our new room, we discovered…

The TV didn’t work. We called maintenance.

We had a late checkout on Sunday. I talked to the VIP front desk (Ms. Knycolle) and was assured of our late check out.

We returned from breakfast and discovered…

Our keys no longer worked.

We were ready to leave at this point to a second destination. We spent a LOT of time focused on hotel rooms problems.

The details:

For my birthday, my husband, Sam, surprised me with the Usher: The Ultimate Confession package slated for July 8, 2023. Needless to say, I was OVERCOME with excitement. I simply could not believe we were going to be staying at the FABULOUS MGM Grand Hotel and Casino located at 3799 S Las Vegas Blvd, Las Vegas, NV 89109. I started communicating with Ms. Jordyn Foster, Luxury Experience Coordinator. ([protected]@lv.mgmgrand.com).

If it were not for Ms. Foster, my review would be harsher. She did everything she could possibly think of or was allowed to do to redeem and rectify our experiences at the MGM Grand Hotel and Casino.

If anyone needs a Luxury MGM coordinator, she is the one! On her day off, she continuously tried to help us through our noted problems (noted earlier). She is very professional, polite, courteous, knowledgeable and simply put……. a valuable employee. She is an asset to the MGM Grand Hotel and Casino Brand. If it were not for her persistent and dedicated attempts to rectify our many problems, I would really would have stronger comments. We were offered limo services to different venues, bottle waters, tickets to a show, a small room credit (which we are waiting to receive) and additional funds for food.

Unfortunately, when you sacrifice and spend months planning a surprise trip, it is depressing when simple, fundamental needs are not met. I cannot count the time we spent sitting in a room waiting for maintenance. I didn’t understand why were instructed to wait in the room(s) for maintenance. Maintenance had been entering the rooms without our consent so why did we have to sit around and wait for the variety of issues. I finally called and mentioned that we were spending so much of our time in the room waiting for maintenance. Each time, after I called, I was given permission to leave.

Thank you to my husband for the best birthday present EVER. Thank you, Jordyn, for doing any and everything that you could to make our stay pleasurable and thank you USHER for the best concert EVER.

MGM Grand Hotel and Casino- DO BETTER!

Good day to all,

After recently retiring I have decided to dedicate my time to Las Vegas slot machines, I mean why leave my money to my kids to fight over right? Lol.

Well as you can imagine I was ecstatic when I received an invitation to the August 2023 “ Invitation Only” Slot tournament. I quickly sent an email to my personal casino host to book me for this exciting tournament!

Well excitement turned to sadness when I was told that I did not qualify for the tournament…. I was speechless. Although I had lost my Gold status i am currently on my way to regaining my status back this year, thinking this was the reason. Never the less I would not be able to participate in the tournament.

Not only was I disheartened that my “host” did not fight for me I was upset that I would be invited only to be denied when I tried to book my trip. If policy was changed it should have been for future tournaments, not to those already invited. I feel this was wrong and expressed myself to my host only to be cold shouldered receiving no response back. I thought MGM rewards was better than this to its guests but sadly I was wrong. This experience has me questioning MY loyalty to MGM now.

A formerly Loyal MGM guest,

Robert~

My daughter and I were having the oxygen bar and massage tonight and the lady taking care of us was drunk. After taking forever to wait on us because she was slobbering all over a couple Brazilian men, she said the price was 24.99 and I asked her to repeat the price then she said 44.99 but for us it would be 34.99 because we had a puppy in my front pack. She was paid under the oxygen bottles by some guy didnt see how much or see that he even had any oxygen on at any time or massage. She shocked the [censored] out of us with a tena unit cause I g us to o flinch really hard. Then wanted aroundn$150-160. We were no you said 34.99. she said there is no 34.99 button on here. We gave her $100 cash for $44.99 each. Acted like she never said $34.98. she said $100 wasn't enough and wanted me to go to other side of counter and show me the charges. It showed $25 for 1 person but she typed in $44.99. after saying there is no 34.99 button. She typed it in and said x2 and it came to $97. I said you have $100 so there and was walking away and she said I only have $80. We gave her $100, 5 20's. she had already taken part of the money off the counter and I threw her $40 more and told her there we are leaving.

Hi I really need this to be sorted and I would like to raise a complaint I am from the UK so it is not possible to call I checked out on Tues 11th April we stayed for 6 nights mgm grand took 2 separate advanced deposits from us amounting to £317.31 (which was refunded) and £232.03 this charge however was not refunded I have emailed mgm grand directly who promised a refund please see attached and I have contacted my bank who disputed the charge and the MGM grand declined the refund so we are left in having to dispute it with the hotel directly again. It does state on your website that you are not allowed to take more than £400 for advanced deposits so I cannot understand why we were charged 100 for each of our 6 nights stay. We need this money back as it has been stolen from MGM GRAND

Dear Guest Relations,

I am writing this letter to express my immense dissatisfaction with the quality of service I received at the Aria Resort and Hotel during my stay from Friday, May 26, 2023, to Monday, May 29, 2023.

My name is Marcus Mason, and I recently celebrated my 60th birthday at your resort, an occasion I had hoped would be memorable for all the right reasons. But, regrettably, it was an experience that left me profoundly disappointed.

During my stay, my wallet and credit cards were stolen from your casino floor. Despite immediately reporting this incident to Lost and Found, I was offered no substantial assistance. To make matters worse, I started receiving security alerts on my phone indicating that my cards were being fraudulently used. While frantically trying to contain this situation, I asked if the police could be involved or if the security footage could be reviewed, considering the state-of-the-art security systems I believed Aria had in place. However, these requests were seemingly dismissed, and I was instructed to contact the police myself.

At the front desk, I encountered further frustration. I informed your representative, Rachel, about the theft and was asked to produce a digital copy of my driver's license to receive a duplicate card for my hotel room. Despite struggling for 20 minutes to find the image on my phone, I later learned that Rachel could access my photo on her system without informing me.

Moreover, I needed to retrieve my car from self-service parking but was denied a key card due to the lack of physical identification, which had been stolen. I spent nearly 8 hours of my birthday trying to solve this predicament, being shuttled between Lost and Found, Member Rewards, the Front Desk, and Host Services, with little assistance or any genuine empathy shown by the staff.

Furthermore, the quality of the room, supposedly part of a 5-star hotel, was significantly below standard. The carpet was unclean, and there was an unremovable grime on the toilet seat, among other issues. This ordeal marred my 60th birthday celebrations and resulted in a financial loss of over $9,500 due to fraudulent card transactions and a significant amount spent at your casino.

The quality of customer service and the lack of urgency and empathy displayed during this incident were deeply disappointing. While I understand that Aria is not directly responsible for the theft of my belongings, I believe more could and should have been done to support me during this distressing time. Additionally, I hope Aria Resort and Hotel can learn from this incident to improve its service for future patrons. I eagerly await your response and hope for a satisfactory resolution.

After MGM offered me two comp tickets to a show said I was not promptly at box office at 6 p.m. even thou I was. I feel they announced for comp ticket holders to come forward before 6. They inform me that my ticket went up for resale and quoted me 149. Plus 15 dollars service charge.
Also the plane delayed 3 1/2 hours causing me to lose 450.00 I. Free play.

Skylofts made several unauthorized charges on our credit card. In house hotel management, Jonathon Goodspeed refused to provide his direct supervisor's name or business contact information. Therefore exhausting all avenues for escalation. As a result, my wife and I have been harmed. Further, we have had to spend 30+ hours on the phone, composing emails, etc.. in attempt to escalate this matter to upper management. Several front desk managers, concierge's etc.. have indicated that are only recourse is to deal with the in house Skyloft managers (there are 2 of them). And that apparently MGM Resorts coroporate office does not have a phone number, email address, or any other contact information. Apparently Jonathon and his 20- someting year old co- manager are 100% in charge of the Skylofts and MGM Grand hotel in Las Vegas. And they do not answer to anyone.

I have been a customer of mgm online casino for years and in the past year the site is just terrible, the promotions are hardly honored and the site is not able to keep up with the amount of traffic it gets, you are continually kicked off.

There customer service department is just ridiculous they are completely unaware of any of there promotions and never fix or compensate for any mistakes.

I want to make a formal complaint so that I can put in a complaint to my state gaming board. They need held accountable for these things they just get away with taking your money and don't have to answer for anything.

The attached items are just 3 of many, many, many incidents.

I stayed at the Luxor Casino on March 28th and 29th 2023.

They put a hold on my credit card for security fees and resort fees.

After I checked out, they charged my bank for 2 resort fees. So now, resort fees are being held on my card times 2. The hold wasn't released after they billed the bank.

I went home on March 30th to San Diego and when I went to call my Uber (About $20) there wasn't enough money on my card. (Because of the double hold)I had to take a cab for cash and had to spend $65.00 for a cab, all because of someone's mistake in accounting or the front desk. Disgusted!

John Clancy.

8030 La Mesa Blvd unit 159

La Mesa, Ca. 91942

[protected]

If you don't understand this double charge, please have someone else there handle this complaint.

As a local, I know what good service is in the casino industry. My family has been working in casinos since the 60s However, LV has changed a lot. For instance, the quality of people moving to the valley.

Currently, Tap Sports Bar employs a bully as a bar manager,Jeremy Trevino. He posts some real horrible stuff on Nextdoor. Most recently, he raged on the post of a disabled veteran. My father is a war veteran and I was disgusted by Mr. Trevino's disrespect. The veteran was only asking for children not to trample his yard. Yet, Trevino mocked him and started name calling other posters. I have screen shots attached. Let's just say, Jer Trev, wasn't hard to identify on Nextdorr since he identifies as a "casino manager" named Jeremy. (He thinks rather highly of himself to be a casino manager. LMAO.) He also offers up his prior residence in Chicago.

I honestly am heartbroken by the really awful and rude people moving into the community and ruining life in Las Vegas. Hospitality is a distant memory.

[edited]

My husband and I chose to stay at the casino with a "comped" room. We had enough to pay for the room on our card so we could have a free night out. Upon booking the room, we were charged a full room rate. I was assured that it would be reimbursed promptly upon check out once it was comped. Afterwards, I noticed on my card the full room charge along with a further 119.55 hold. I was told upon arrival there was a 17$ resort fee that would be charged to the card, not over $119! I have since checke out and it is 48 hours later. I am still sitting here with over $233 being held on my account for a "free" room. I have now incurred fees on my account since I have automatic withdrawals and this has screwed up my account terribly! I can't tell what is there and what isn't at the moment due to all of the holds by the casino hotel. I called for a resolution and got a piss poor attitude with no assistance. They were impolite and treated me like an idiot. They said it "may" clear in 5-7 days! All of this for a free room. I would have been better to walk in with cash to just pay for it.

Arrived at NYNY Las Vegas on January 15 with an offer that included F&B credits. Jan 15, 16 & 17 the ARK POS system was down and I was told at several restaurants on the property that I couldn't charge my meals to the room. This resulted in me having to "eat" the cash I had budgeted for gambling for three days of my trip, leaving the f&b credit on the table. There is no way to convert the f&b credit into freeplay and there should be, since the ARK system is often down. Pretty cheeky of you to offer a food & beverage credit to lure patrons in and then not allow them to use it for anything.

Also interested in the reason why Nathan's Famous Hot Dogs on site, would not allow room charges (once the ARK system was restored) when they used to on previous trips. Nathan's Famous at the Luxor was happy to charge to our room at NYNY. There seems to be no consistency.