MGM Resorts International
reviews and complaints

Upon check in I had to wait in a line about 150 people long. I was checked in. Then stayed in my room for 2 days. I was attending a concert, during the day, Saturday, with my family. When we returned to our assigned room after a long day in the sun, our room key did not work. I went to the front desk and they told me that wasn't my room. I was quite confused as we'd stayed in that room for 2 days and all our stuff was supposed to be in there. After about 45 minutes the manager, Johnny, told me all our belongings had been removed from the room. He told me they didn't know who was staying in that room for days. I now am very uneasy because that tells me my security was compromised. At this point my children are very upset. We are told we have to go to the security desk that is located on the other side of the hotel. Well this is convenient. NOT! At this point, I am tired and my children are exhausted and crying. We don't know where our belongings have been taken. We get to security to wait another 45 minutes. The security personnel tell me that this has happened because I didn't pay for my room. Now I'm just offended. The hotel enters my room without permission takes all our belongings and now they have the audacity to tell me it's my fault. Let me tell you my room was paid for. So this is a complete breach of privacy and we felt violated. They finally find some of our things. No one even offers to get us a cart or help us bring our things back to our room. It has now been 3 1/2 hours of this. We now have to lug our belongings back to our room.
Oh it gets better. We arrive back to our room that supposedly they didn't know who was in. It had been literally ransacked. No one cleaned the room after they took all our belongings out. So now we are in a dirty room exhausted, hungry and upset. At this point I see that some of our things are left behind. Including an envelope in plain view with my name and address on it. Funny they couldn't have looked up my name and figured out whose room this was. At this time I call to the desk and Johnny assured me he can move us to a room across the hall. Great. Well not really. We have to wait another 45 minutes to get the key for that other room.
Now we move across the hall. We Go through our things that were shoved into suitcases and bags. Things were moved and gone through. We realize my daughters wallet is MISSING. Shocking! So we have to go back to security. No one knows what has just happened at the security desk. It's new people at the desk. At this time they call the security manager who has to look for the wallet. We wait and wait and wait. He's not coming back. Finally the security person goes to find him and let's us know, he left and didn't even look fir the wallet. Wow!
All in all this ordeal took 5 hours. 5 hours of being treated like I'd done something wrong. This is the worst experience of my life. I don't know how a hotel can go into your room and remove your things without any authorization, it seems unlawful. My families trip was really ruined by this whole experience.

MGM should be ashamed of themselves for the condition of this hotel. My husband and I recently stayed at the Luxor from October 3-6 for our wedding anniversary. Let's start with check in, we stood in line for a while with our luggage to only be "greeted" by an employee who says, "what you want to check-in?" Well we were in the check in line with our luggage as were several other people. She than begin to tell us that it was too early for that and we'd need to come back. My husband explained that we understood that but were hoping to leave our bags at the hotel. We found the bag drop area and left to eat breakfast. When we came back we stood in the cell phone check in line and then an employee walked up to us and asked if we checked in online. My husband said yes and that he was downloading the MGM app. She then takes his phone out of his hands and says, "show me your email". He exits out of the app and shows her the email that she confirms is cell phone check in. We proceed to get back in line and she tells us that we cannot get back in line until we've downloaded the app (the same app we were in the process of downloading before she grabbed his phone out of his hands and demanded to see the email). Meanwhile people are getting in line (puttting us further back from getting our room keys. Once we finally were assigned a room and headed that way we were further disappointed. The hallways were dirty, the ceilings were dirty. When we got to our room, their was a misisng lightbulb in the light fixture, paint peeling from the wall and parts of the ceiling were hanging down. I stood on the bed to try and capture photos of the ceiling only to find trash on top of the wardrobe. The shower looked like it was badly in need of some CLR and/or a water softener. On top of all of this we could smell smoke from the casino and hear the music. I went to complain and was told that the hotel was completely booked but that we could receive an upgrade to a remodeled pyramid queen room the next day. We did this, and even the elevators looked nicer. The problem was that they were noisy and leaned as they ran, every time I was on one myself and the other passengers were fearful of getting stuck or hurt. On our last day we at at the buffet and could even smell smoke from the casino down there (for poeple who dont' smoke that's very disturbing to smell while eating a meal).I rented a cabana at the pool which was nice, the only problem out there was every now and again it smelled of trash. The bottom line is this, people pay way too much money to come to Las Vegas, MGM Resorts should heavily consider a large overhaul of this hotel.

I have called MGM Grand on several occasions left messages to get service i wanted to have my 50th birthday party there and charter a bus with family and friends and no one has returned any of my calls. Ledt several messages for felt club no respond does someone know whats going on at this hotel? Never experienced this before terrible. I wanted to bring you business and enjoy my Birthday there but unfortunately i cant get no reply. My number is [protected]. Hopefully this will get to management and i get some answers

My reward # is: [protected]. I had an offer for 2 to fly to beau rivage on 11/21/19. I called and paid 100 fee and received attached email confirmation. They called me back 5 minutes later and said seats were all gone after they said it was available. I figure it would cost 5000 for me to travel there so you owe me 5000. But, I am going to atlantic city on 09/27 to 28th and could go to bilagio and gamble. Could you offer me free play? I am at harrahs. Daniel chieruzzi. [protected].

Dear sir/ma'am,
I was looking forward to a great time last weekend in Las Vegas with my friend . Unfortunately after a great Thursday night we ordered breakfast in the room and got completely sick with food poisoning. We were throwing up all day, had the ff series of things happened .
1. Cancelled massage appointments with no refunds.
2. Iv shots worth 150 dollars each.
3. Reservations at marquee day club bottle service which was charged to us even for not showing up because we were in bed all day!
4. Sick all the way till checkout and had a horrible flight back.

You see I don't really mind all the money I lost and the wasted trip. What I'm most upset about is the way the staff and manager of the hotel handled it. To only one that took this matter seriously was the security guard who filed the report. The manager just wanted to get rid of us and comp our meal like he was doing us a favor. I understand a lot of people file complaints and most of them may be bogus. But I need someone to get back to me about how they will solve this issue and I would appreciate a prompt and diligent response from your company.

My name is Tanya Kalma. I stayed at the Excalibur (room 18-225- resort tower) under a reservation for Susan Lavery (my mother) from 08/28-08/31. On 08/31 I woke up and was covered in small, red, itchy bug bites. I came home to Arkansas the same day and on Sunday (09/01) I called to report my concerns to the Front Desk. I spoke with Shawn. Shawn said that a 3rd party pest control company would come inspect the room and I would get a call the following day. On 09/02 I called and spoke with Molly at the Front Desk. She said that no one had been to the room to inspect yet and that EcoLab would be there Tuesday to inspect and that I would receive a call from Guest Experiences with the report. I did not receive a call. On 09/03 I called and spoke with someone at Guest Experiences who took my name and telephone number and said they would call me right back with an update. No one called me. I called again on 09/03 and spoke with Brennan at the Front Desk and he confirmed that the room still had not been inspected. Brennan provided me with his email address and said that he would be in touch with me. I emailed him with my contact information and he quickly replied stating that he was passing the issue on to Guest Experiences. I haven't heard any updates from him since. Today, 09/05, I have called several times with no answer to Guest Experiences. I have left a voice message with them but still have not received a call back. I called the front desk who immediately told me that they could not assist me and I would need to speak with Guest Experiences. I am extremely frustrated. I am afraid that if there were in fact bed bugs in my room, I have now brought them in my luggage back to my home and exposed my family. I am still physically uncomfortable and constantly itching these bumps on my body and I am concerned that I am going to scar my skin. I would like to know that the room has not been occupied by anyone since my visit- since the Excalibur was well aware of the problem beginning 09/01- and I would like to know what the pest inspection results are. I feel like I am not being heard- which is not the experience in the past that I have had with the Excalibur (where I was married in 2017) or any of the MGM Properties. I would appreciate any help. Please call [protected] or email kalma.[protected]@gmail.com

We arrived at 8:50 & were told that we couldn't check in until 9:30. At 9:30 we were told 11:30. Then 1:00. After submitting online check in more than 24 hours before, we were still unable to check in! We were told that we'd be contacted, and we never were! Now standing for more than an hour to do a paper check in process...that could have been accomplished 7 hours ago. I checked in yesterday morning online and was supposed to get an email when my room was ready.

Now being told that the online system was down yesterday? If you have known that the system was down more than 12 hours ago why weren't we offered paper check in when we arrived before 9am?!?! This is ridiculous & we have wasted an entire day trying to get into our rooms! Flying halfway across the country in the wee hours of the morning to attend a conference here. We are exhausted, want to get into our rooms & relax a bit & every time we approached the desk we were turned away & told to come back!

These rooms are very expensive & this level of service is simply unacceptable! I've never encountered anything like this & hope that compensation will follow. Our entire first day was ruined because we were held hostage & given zero information!

Extremely disappointed to have checked in online more than 24 hours ago to be told to then stand in a line 2 hours to check in!

I hope that we receive some compensation. This is beyond ridiculous.
Maureen Crook
President, Assistance League Norman

Checked in at 3pm, called front desk because AC was not working, it is 104 outside. They did nothing said let it run. It was to hot to stay in the room so we went out and returned 11:30 pm still no AC called front desk explained the AC has not working since we arrived and we are now hot and tired. They said just wait and they will send a mechanic. The room was unbearable and we told them we are seniors and need to get out of this room. Finally after 2 hours in the hot box they got us a new room. Is this staff unaware of what heat can do to the health of seniors.

Confirmation number [protected]_1 reference 530578419X. 1 Pyramid Queen for 3 passengers, room only. Myself and 2 friends travelled to America for 3 weeks. Holiday of a lifetime for which we have saved for 3 years. We stayed at some amazing places. Unfortunately the worst experience was at Luxor Hotel. Prior to our stay one of my companions' spouse, who did not travel with us, had arranged a birthday surprise to be delivered to the hotel on the morning of the birthday at 10.30am Tuesday 13 August. We had reservations at noon. At 10.30 the surprise had not arrived. We approached reception and asked where the gift was. We were told there was no gift ordered. We were told to go back to the hotel room and ring room service (trying to keep the birthday surprise intact and avoid letting the birthday girl in on the secret). Room service told us they have "no idea what you are were talking about" and the order was never placed. We give them the reference and confirmation email. They promised to call back to allow them to investigate further. By this time the surprise is ruined and the birthday girl is upset. Shortly after we received a phoned call to say they have "found" the order and asked what time did we wanted the gift. We explained it would need to be within 30 minutes because we had lunch reservations. She said she would call us back. We sat in the room having by now missed lunch reservations and she called us back to say she would not be able to deliver the gift at all. We go back to reception and make the complaint to a girl called Amber. She said she could maybe deliver the gift the following day. I explain this is a birthday gift from my companion's spouse at home and the following day is not really acceptable. I remain calm. Amber explains the member of staff who took the booking is on holiday and there is nothing she can do, all the time shrugging her shoulders, blaze to say the least. We go back to reception, queue with all the check in guests as concierge does not open on a Tuesday. We spoke to Brandon, a manger who was calm and apologetic. He said he would remove the resort fee of 200 dollars and add 70 dollars resort credit onto our room. He asked us to ensure when we checked out that our credit card/s were not charged. We did not have time to use the resort credit as our stay was so short. When we checked out my credit card was charged. I queried there should be no charge as Brandon had removed it. He said she would speak to Brandon as she felt the credit was excessive! He was rude, abrasive and said it didn't matter what Brandon had promised because in his opinion we had a good deal! We were now running late for our flight and had to leave. He did reduce the amount taken from my credit card but not the amount we had been promised. We feel the 79 dollars should be refunded, as promised.

Hello
I am hoping you can help me. My husband and I stayed at the MGM Grand in Las Vegas in January and had a difficult time.
The wifi was so bad I had to go to Caesar's to get online. I have anxiety and it is important for me to be able to stay in touch w my husband when I am in unfamiliar places. We do this through an app. It isn't just that I couldn't check my email but that it affects my anxiety.
We had issues w a buffet coupon and no one was helpful.
My husband loves Vegas and so for him we are returning to celebrate our 20th anniversary next week.
We called to see if there was something they could do to help us out and instead I find out that in fact they have downgraded us to a queen room from the king I had originally requested.
I am really hoping you can help us out. I know we may not be as important as the high rollers but we are loyal customers and it is a very special occasion for us
Thank you for your time
Linda

Sent from my iPod

I was planning on staying there on are next visit, but due too the new resort fees I will not be staying there are coming back too Las Vegas, the resort fees are all ready too expensive, plus you guys at MGM are losing customers at all properties you represent, due too Las Vegas is not what it use to be it's too expensive too go there and take your family, and stay somewhere nice, it's all about the money with you guys at MGM.

Hi there,

I have recently stayed with MGM Grand for my 21st birthday from June 6th until June 13th 2019.

Throughout my stay I made sure the room was kept in brilliant condition and the mini bar was not used at all once.

I Booked through TUI holidays. Booked under the name Chloe Olivia Mower.

When arriving at the hotel I was asked to pay a "holding" deposit of £400.

I was never notified of this when booking the holiday nevertheless, I paid the money and was told by your staff that it would be returned the day we left. The staff member was so rude and and I was left in utter shock.

When checking out of the MGM grand I asked again about the deposit and when it would be returned and a different member of staff was extremely rude again and said I had to wait 24 hours.

I agreed politely and left to go back to England.
24hr later - no money was refunded.

I then did some research and found out it would typically take 30 days.

30 days have now past and I have still not received the £400.

I am so thoroughly disappointed in MGM and having since getting back from Las Vegas, I have gone through a miscarriage due to being in a car accident and being hit by a Lorry.

This is just another thing on top of everything else.

Your staff were rude and made me feel inhuman and inadequate.

My money has not been returned.

So I am asking you PLEASE, can you put this money back into my account.

My booking reference - 8034313

Room number - 304

Floor- 27

Lead passenger- Chloe Olivia Mower

Date of arrival - 6th June 2019

Date left - 13th June 2019

Name on card (the deposit was taken from): MISS C L DENTON

I look forward to hearing from you soon.

Kind regards,
Charlotte Denton

To whom it may concern.
Me and my family stayed from the 26th June to the 3rd July and instantly had a nasty start to our vacation when getting to our rooms.
We had 3 rooms on the west wing and as we got to our rooms the smell of marijuana was so overpowering I rang down for a instant move.
The rooms we was given after were on the same floor but a significant distance away from the original ones where the smell was, and seeing as we had a 10 hour flight, an hour queuing at reception, and that our floor was meant to be non smoking we thought this would be adequate.
How wrong we was... on waking up the next day the smell was so strong, my daughter who has sinus issues felt sick with the smell. We went to the front desk to mention it but the queues were so big, plus we didn't really know if the smell was gonna go, so we got on with our day.
Unfortunately the smell was constant.
At night we closed the doors and had to put towels under the door to stop the smell coming through.
Waking up to that every day put a real dampener on our vacation, so I needlessly paid $420 to move rooms when it appears that It made no difference (except for a extra bed which we wasn't bothered about).
It's clearly a non smoking floor but was so apparent that it wasn't.
The hot water in room 9 445 was really bad and temperamental, the shower head is very loose and looks like it could fall off at any time so they used our bathroom instead(9 442)
We stayed here before and loved it, the staff are lovely and friendly and can't fault them. It's just we feel that a few things have fallen way short of the standard expected by the world famous MGM grand.
We are coming back to Vegas for new year and was planning to stay at the MGM again but after this experience we are reconsidering. My wife is a expert level trip advisor reviewer and always try's to leave a positive review and give credit where credit is due such as the staff and amenities, we await your reply until we write on our review .
We feel aggrieved that we paid unnecessarily for a move of room (apparent upgrade) for nothing and that the non smoking policy, especially for marijuana was not upheld at all and negatively impacted or stay.
Kind regards

Dan McCann

I stayed at the Park MGM 6/26& 6/27/2019. In room 205 floor 25. Booked under the name of Robin Lutsky. Both myself and my friend staying there sustained injuries from the Bathroom door. I sustained a cut and bruise on my finger that will leave a scar. (See attached picture after 3 days) My friends finger was just pinched.

I contacted the front desk and they said they were aware of the bathroom door problem but have not figured out how to fix it.

I am shocked.

It is obvious that the door stopper is placed in the wrong place so the door does not stop before the hand pull goes beyond the wall.. If your finger is in the hand pull you will be injured. The doors are very heavy. I am shocked that no one as of yet has not been severely injured or lost a finger. It is an easy fix and should be done immediately.Just place a stop on the door!

The operator asked if I would contact the security and make a report. We did not have time to do so as we were heading out for the night .
The operator said she would eliminate the resort fees.
When we got the bill only one night of resort fees was eliminated. We were not happy about that. Once again are time was so limited we did not have time to deal with it as we did not find out that they did not take off the fees until check out and we needed catch our plane.

To recap - I was injured by the bathroom door- It needs to be fixed before someone loses a finger. I also was not happy with the way it was resolved.

Lisa Howard

My wife and I recently checked into the hotel on Friday, June21, 2019 and it was an absolute joke!

At 8:00 in the morning, 2 of a possible 14 check in desks were operational and a 3rd did not open until the line was at least 50 guests deep.

After waiting over 45 minutes, we were "greeted" by quite possibly the worst customer service representative ever employed. Surly, uniformed, uninterested, distasteful are the first words that come into mind when I think of my initial contact with a representative of the hotel. There was no good morning, sorry for your wait; just a a series of orders barked at my wife and I like we were bothering this gentleman. Our room was not ready, which was understandable even though I watched at least 7 people walk away with rooms that were ready. The gentleman simply shrugged without looking up and told me they would contact my wife via text when the room was ready after I dared to ask for an approximate time that we might expect our room to be ready.

We were then sent on our way, with no mention of a room number, and told to come back to stand in another line to get our keys activated later that day when the room was ready and they sent us the reminder text. Unfortunately for us, the gentleman obviously forgot the conversation we had where we told to text. We had told this guy to text my wife, not me as my phone battery had died.

After that, we went to another line where an openly hostile representative of MGM took my wife's bag, which contained a very expensive laptop, and literally threw it on top of the mountain of luggage already on the cart.

So, after I found the room was ready, we came back and stood in another lane for over 30 mi utes.

Awful service like this deserves a refund on there per night resort fee.

My number is [protected] to discuss.

Mike Knoth