MGM Resorts International
reviews and complaints

Signature staff has the worst customer service EVER. They don't tell you that housekeeping is now optional. You will not get your room cleaned daily, but if you decide you want it cleaned you mus request it. Not even daily towels provided without asking. No one has the authority to do anything except take your money. No acknowledgement of complaints, no empathy, no ability to do the job they were just hired to do 5 minutes before (so it seems). Managers? They are there in title only. Can not provide any information or assistance without first checking with someone else in the faceless corporate giant that is MGM. Left had, meet right - you clearly don't know each other. Specific compaints:

1. Could not find nor apply a $2000 resort credit in any way.
2. Phones cant dial out (maybe they don't activate them anymore
3. Offered upgrade to higher floor the had to wait 2 hours because they were not ready (at 2pm in the middle of the week).
5. 3 Towers, only 1 desk available after normal "Vegas" day - 8pm?
6. Stained carpets and furniture
7. Can not get the simplest task done. I added someone to all three of the rooms I booked and each time they tried to sign for something, they were told they were not allowed. Yet, all of my receipts show their name.
8. TV's not made in this decade that are outdated.
9. Tout that resort credit applies to retail, but can only use it at the one shop that sales souvenirs.
10. Incapable of listening and providing adequate assistance. Told the same thing to 5 people, including supervisors and each one said something different and turns out all of them were wrong,
11. No one says, "I apologize for the inconvenience.
12. In room dining listed everywhere, including on the in room tv menus, but they do not provide it.
13. COVID is used for every single thing that is wrong (which is 90% of our stay) and yet, "essential workers" like maintenance, etc are sent to your room without pause, but they say that's why you can't get food to your room (But can get the over priced spa services where you are being touched?)
14. Over priced at this time as they do not provide any luxuries or amenities that make it better than the motel 6.
15. Horrible in their execution of their duties.

DO NOT STAY HERE. THERE IS NOTHING TO MAKE IT WORTH IT. SHOULD CLOSE NOW AND STAY CLOSED.

I booked a Penthouse suite at the Bellagio for 3 days July 8-11. With the COVID we opted to rent a Cabana from the Mandalay Bay which could hold 15 people. The representative on the food stated the $800 including a $400 credit that could be used for food and beverage. Well, when we got there on my birthday to celebrate. The Moorea Beach bar said they are familiar with that promotion but there is nothing on the account as I booked through Corporate Headquarters. The manager at the Moorea Beach, Michael, stated he would not honor what was told to me although he was familiar with this type of "promotion" he stated. After two hours of him speaking with the Corporate Office, he stated their were no notes on the account but would issue a $250.00 credit. $150 from Mandalay Bay Moorea Beach and $100 credit from the Bellagio on my folio. The manager stated that I would have to charge all the drinks (which came up to 1000+) and I would see a credit on my bill for the $250. THERE WAS NO CREDITS nor any notes on the account. I have spent over one week trying to get this resolved including contacting Bellagio (only a call center and numerous transferring unfortunately, Mandalay Bay (says they can't help because I didn't stay there and refers me back to the Bellagio) and countless other numbers which have led me to no solution. I submitted a billing claim and it states that it will be processed in 7-10 days. That is unacceptable as I was trying to work with MGM by charging everything to my room with the hopes that they would at least make good on their end but it has been to no avail. I am now requesting the original $400 credit that was offered to me when booking instead of the $250 break down that the manager was willing to do. I would like for MGM Resorts to make this right. I was trying to work with MGM but I need this to be resolved and for them to be held accountable for what they tell their customers. MGM has been known for a somewhat luxury brand and these two broken promises have me feeling very disappointed with a brand I considered to be so reputable. Please make this situation right. I have added a break down below of the folio.

D. Davis
Conf No. xxxxxxx480
Arrival 2020-07-08
Departure 2020-07-11

DATE DESCRIPTION CHARGES CREDITS
2020-07-08 Deposit Applied 427.56
2020-07-08 Deposit Applied 1344.91 (room paid in full)

2020-07-10 MB Moorea Bar Bev 234.06
2020-07-10 MB Moorea Bar Bev 716.23
2020-07-10 MB Moorea Bar Bev 6.91
2020-07-10 MB Moorea Bar Bev 2.80
2020-07-10 MB Moorea Bar Tax 80.40

Visa 1571.53
Total $3, 344.00
Balance ($0.00)

Totaled Beverages and Food Purchased at Mandalay Bay Moorea Beach: $1040.00
Total Credit Given as Promised: $0.00

Good day

We are South Africans that were supposed to travel to Las Vegas and stay at the Bellagio for three nights from 7-10 April. Due to the Corona virus global outbreak and the state of emergency issued in New York we are unable to proceed with our vacation. We have three children in our group and we do not want to expose them to any viruses nor do we want to spread the virus by travelling. We have seen that MGM resorts have put in place their own measures to curtail the virus and are surprised that the resort is not offering refunds for cancellations. The request for cancellations is not due to the fact that we want to travel to a cheaper hotel its because we simply cannot travel. Please can you reconsider refunding our money. Our reservation number is M03F043A3.

My husband and I recently stayed at your hotel as part of the much-anticipated, wedding/honeymoon trip we planned. Neither of us had traveled in many, many years, so I ended up booking our trip through Expedia, as they offered great discounts on airfare, etc.

We flew from Seattle to Las Vegas, and checked into the Mirage on Friday, 02/07/2020. We explained to the front desk lady that we were in Vegas for our wedding and honeymoon. She congratulated us, and said she was "snagging" us a great room, which overlooked the pool. Once we arrived at our room, we were very disappointed. The room smelled old and musty, the room decor was not what is pictured online, and the bathroom did not have the glass-enclosed shower and jacuzzi tub, which we had viewed on your website's "virtual tour" of the standard Resort King room. Additionally, the room's "pool view" consisted of a very distant, sideways view of the pool area, and mostly of a large, flat rooftop.

I called down to the front desk and explained, to the lady that answered, how disappointed we were. I also explained to her that I had seen the glass-enclosed shower and jacuzzi tub online, as a part of the imagery shown for our room. The lady told me that your hotel cannot be held liable for photos that Expedia posted of the rooms online, and that the photos I had seen were of the Resort King Tower Suite - which she had none of those rooms available to move us to, she said. I tried to explain I had seen the photos as part of a virtual tour (which I would think she would understand, as that is part of the Mirage Hotel's own website, and not Expedia's), but she kept saying the hotel can't be held responsible for other sites posting the wrong pictures.

**To be clear, if you go to https://mirage.mgmresorts.com/en.html and click on "Hotel", then scroll down to the "Resort King" and click on it to "View Room Details", then scroll down to "Take a Virtual Tour", and then click the arrow to go into the "Bathroom", you will see that it shows a glass-enclosed shower and jacuzzi tub in the bathroom. I did not make this up, nor did I view this on Expedia. The fact that the virtual tour of the King Resort room shows the above-mentioned bathroom, but is not what your hotel actually offers when booking that room, is false advertisement.**

I asked the lady on the phone what more could be done, and she gave me an "I don't know what to tell you" type response. I then became a bit emotional, and explained to her that we had traveled from Seattle to Vegas for our wedding and honeymoon celebration, and told her that the room we were currently in was not what we had signed up for. The lady then said she could move us into a Stay Well room, at a cost to us. She then went on to explain the benefits of the Stay Well rooms, so we relunctantly agreed. In hindsight, I wish I would have asked her what the cost would have been to upgrade to a room with a bathroom more like the one pictured on your website. Being that it was a honeymoon trip, my husband and I were looking forward to soaking in the jacuzzi tub together, after long walks around Vegas. I was also surprised that the lady on the phone did not offer a nicer room, with a better view, knowing this was a very special stay for us. Your hotel could not have been full, as I know February is Las Vegas' winter season and there are not as many tourists visiting... Our Stay Well room was adequate. Thanks to the air purifier, it did not have an unpleasant odor, although the lavendar scent was very strong in there, and I am not a fan of lavendar. The mood lighting was also a nice touch.

It has been several days since our visit, and my husband and I still feel disappointed that we were not offered a better room, plus we feel that we were punished for booking with Expedia. We would have been willing to pay more for a really nice upgrade! I've always heard such great things about the Mirage Hotel, and it was heartbreaking to walk away with this kind of experience - especially considering it was such an important trip for us. I guess I'm writing this to let you know of our experience, in hopes that another "soon to be married" couple, who book the King Resort room based on images shown during your virtual tour, aren't treated the same way we were. Thank you.

To Whom This May Concern,

I'd like to make an official complaint regarding one of your managers JD Fuimanono at MGM Grad regarding the way an issue was handed on Sunday 5th January 2020 from 10:40 to 11:40pm.

The manger told me a clear process of action which not take place. When confronted about this lack of action the manger refused to discuss the matter further and claimed he could no longer assist me due to my behavior. I found this not only offence but used as an escape goat for an error on his behalf.

I am willing to write a statutory declaration or make an legalised transcript of what transpired.

Please advise me how to proceed with my request.

Sincerely 

Stephen O'Shannessy 

While playing on line MGM - over the mobile app - the game black jack classic touch on line on Dec 3, 6, 7 and 8, 2019 several errors kept ocurring in the nature of the display and the outcome. For example - my cards in the display were a 7, 3 and 10 for a total of 20. Before i was allowed to even select stand, the computer display indicated the word "bust", even though i did not go over. i have pictures of screen shots in support. Upon contacting customer service with approximately 10 emails includinng the screen shots, they indicated that they investigated the matter and would not adjust anything per my request. The sequence ID in the computer backup indicated another card was selected even though i did not. The display cards were correct. The sequence ID and total listed in the screen shot was wrong. I have no problem taking a polyograph on everything stated. The system is probably not only cheating me, but it must be cheating others. Your customer service has all the screen shots and information to properly investigate, other than the fact that they never spoke to me over the phone once they had the information. They stated that they investigated it thoroughly. But they couldn't have done so with the result obtained, and they should have spoken to me to discuss what occurred. Customer service constantly pointed out irrelevant points of the system and comments like "stuck games" that i never mentioned or thought was the problem. They mentioned a random generator which isnt the issue either. This is not a question of whether i am right. I know i am and i have the proof. This is a question of who is responsible for the mistake, and who is hiding it. i'm not stopping until every legal avenue is exhausted. No casino should get away with this. The first step i understand is filing this complaint with your website before going to the NJ gamimg commission with the dispute form there, which must be accompanied by this complaint form. You can contact me for any other info on cell at [protected]. MGM customer service on line has all info as well. At this point the money in the game at issue for me is not the issue, except in the form of punitive damages to MGM for running an online game that is stealing from the public, and that their customer service is either inept at getting to the truth or is intentionally avoiding it. This needs to go much further than the complaint level at this time.

Spencer Tucker

I booked a holiday for my birthday a few months ago, I checked the flight prices on the airline site to make sure I am getting the economy class ticket. I paid the same price on your website as what the airline charges for the economy class ticket. I find out now a week before my travels when I contact the airline that you booked me on economy light and I now can't book in until the day of the flight, I can not choose seats and I have to pay for my luggage to accompany me on my trip. You did not disclose that you are picking economy light and I specifically checked the price because I did not want the light package.

I am on the phone with your help center and they just put on me hold because they refuse to assist me. When I asked where to complain they couldn't help me. When they said look on the website, I told them I am on the site, I can't find where to go, tell me, they put me on hold and never got back to me

I took a picture of the phone, I have now been on the call for 38 minutes.

Please contact me to resolve this, (Itinerary #[protected]), I want to be on economy tickets for all 4 four flights, not on light. I am not happy that you don't disclose to clients what flight you book and then cheat us out of money, I could have booked this better through the airline itself

This is my first trip with you and I am already disappointed

I just booked a room at the MGM Grand Las Vegas and without being notified, I got a room different than the one I booked, I got one conditioned for a disable person, again, without my consent, being this room very different from the one I paid for. After asking nicely at the reception for a room change they agreed on changing us to a regular one, we asked how much time we had for moving our luggage because we had to drop off our car, the lady said until 11pm (this was around 9 / 9:30pm) so she gave us the new keys for the new room and we left. When we finally made it to the new room, at around 10:20pm turns out the keys didn't work and after asking aaaaaall the way at the lobby again, we find out they decided to give our room to a new guest because they were booked out, an action I do not appreciate and a very unprofessional way to handle costumers as a company. So since there was nothing they could do to help us even after they lied to us about the change in room, I am willing to take this to the very last consequence and I am also going to post this in every single platform there is for reviewing hotels because this should not happen specially for the price range of the hotel. I am very sorry this is happening and I am even more sorry I ever came to this hotel.

I was at a casino Bar outside of House Of Blues in Mandalay Bay for over an hour playing Cleopatra Keno. Albert was bartending the side of the bar I was on. He did not approach me one time or acknowledge me at all one time. Another bartender from the other side ended up coming and helping me. I think Albert asked him to help me. I feel discriminated because of my sexual orientation. He avoided me, and made sexist remarks with the patron right next to me. This kind of person should represent MGM better. The only acknowledgment I had from him was when I asked him to cash me out.

Dear sirs.

I have been charged an unexpected resort fee but feel it is unfair. When booking in I asked if all pools are operational and was lied to. Two out of the four pools are closed. One of the four you have to pay to use. We have to pay for sun loungers. It's clearly a rip off. I've no interest in using the gym. Our room is in poor condition. I have complained to management. But they are unhelpful.

I have requested a copy of my notes collected regarding a complaint with the Excalibur hotel in Las Vegas Nevada. They wrote extensive notes regarding my complaint I made regarding the resort fee and lack of amenities and condition of our room.

They blocked our room key and made us attend our room escorted by two security staff despite being calm. This was frightening, intimidating and distressing.

I have spoken to the hotel manager on three occasions and have been informed they have written comprehensive notes regarding my issues.

I have requested this information they hold on me but have refused to provide it.

I request that you look into this complaint for me and provide me with this information so that I can take the legal steps to recover my losses and compensation for distress. I have a recording of the conversation with the manager who refused to provide me with this information.

I look forward to your response.

Regards
Tim sheppard.

Sent from my iPhone

I submitted an email within an hour of check out to say I'd left my wedding bouquet in the room. I imediatley received a bounce back mail to say it had been received and then another to say nothing was found! Utter rubbish! I gave exact room number & easy location to where it was. Nobody was bothered! I am distraught as my late father gave me a broach that was attached to the bouquet. MGM staff were not helpful at all and I was fobbed off after paying a lot of money to stay and a wonderful treat was spoiled by their lack of help