MGM Resorts International review: Customer service and security issues

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.

View 0 more photos