LAS VEGAS, NEVADA -- Travelers, BEWARE of the Luxor!! This hotel has the rudest and most unprofessional staff and management we have ever experienced. For Christmas last year, the men in our family decided to send the most important women in our family to Las Vegas for a mini vacation and some well deserved fun. We purchased tickets to Bette Midler at the Colosseum in Caesars Palace and decided to get their rooms at the Luxor.
We paid for the rooms and thought the best was yet to come. The ladies loved their XMas gift and counted the days until their trip. Prior to them leaving we supplied them with a generous supply of cash (like every good husband, son and brother should do for those important women in their lives) and also with the credit card we used to make their reservation. As stated in the verbiage, they needed the card used for the deposit and valid ID.
Upon arrival at the Luxor they were treated like absolute garbage. They presented the front desk with their ID and the card the reservations were made on but were told it could not be used because it was a company card and they were not on the account. They were furious! It did not say that they needed to be the card holder or on the account. They attempted to use their own personal credit card to secure the room but the front desk refused.
They asked to use a phone to call and inform us to what was happening and were refused the simple use of a phone. They were told to step aside so the other guests could be waited on until they decided what to do. Finally my wife said they would pay cash for the room. The rude reservationist then proceeded to hold up each and every twenty dollar bill he was presented with high in the air up to the light for inspection, something that no other reservationist was doing with the other cash paying guests. After almost an hour they were given their keys.
Next. There was a small meet & greet where they had some drinks and where they were solicited to get an MGM players card. They were told if you get the card you will get free slot play and coupons for tons of savings etc. They signed up and went to the players club desk to get their cards. "Sorry ladies, no free slot play or coupons, you were lied to, here is a T-shirt." What a ** joke.
They go to their room. A dirty, nasty shower and dirty bathroom. Very nice. Next, sometime after midnight the room next door has an alarm clock going off and it won't quit. They call the front desk where they send someone up to shut the clock off but not before give a good solid kick to the wall to thank my wife for calling them. A kick so hard it made the headboard of my wife's bed smack the top of her head.
It just keeps getting better. They open the door this morning for that free paper they paid a $12.95 resort fee to get... guess what... EVERY room down their hall had a paper. EXCEPT THEIRS! Wonderful. We tried working with Brad the supervisor and their Twitter genius be their idea of making things right were to offer a 54 year old and 64 year old woman tickets to an erotic couples type show called Cathouse or something like that.
We gave them almost $10k to play with and you can be certain they will not spend a nickel at the Luxor or any other MGM owned property. Just a drop in the bucket for them I am sure but if enough people hear about this type of treatment, maybe they will get the message when it begins to effect their bottom line. Be smart and stay away from the Luxor. It is not what it used to be.
LAS VEGAS BLVD, NEVADA -- Rude people, cheesy people. Definitely non-customer service training. Was there to celebrate my youngest child's 21st birthday, zero compassion, caring. We had rooms overlooking the "atrium", of course Rhodes rooms were unavailable so we were sent to the worst if not the worst rooms without a thought from your clerk or manager. I wish our last name had been, Cruise, Pitt, Bieber or Kardashian! Not only would we have had your staff falling all over us, but the fact that there was a last night error or confusion in our room. We were made to check out and try to find another hotel for 1 night.
The Cris Angel show for which my precious daughter, who's been a fan since the age of 5, was guess what another disaster. We are not wealthy people but because this was so important to my daughter, I asked specifically for "decent" seats. What we got was almost the highest seats in the house. I swear to all that's good, that I to this day, less than a week ago could not verify to you that we even saw Cris Angel! I asked the attendants to move closer because the theater was only 3/4 full and was told no. Again and again, I could not make my daughter's 21st birthday amazing and brilliant.
I know you all don't care but I'm hoping by me, my family, friends and all the thousands of people on our Facebook will never set foot in Las Vegas, but specifically your affiliates! These were the worst of the worst for me as a mom trying to make it special, but there were several incidents daily. Obviously you care less about everyday people and if you all had approximate customer service training, this nightmare may never had happened. I'm so sorry your company and events are so broke, but I actually would've accepted that better than what happened to my daughter's special celebration. You need to deal with these issues for future unfortunate customers.
NEVADA, NEVADA -- Me and my husband visited the hotel Luxor to see the Bodies. What I hated about the place was that there was no disability access I could see, tons of stairs and I walk with a cane - it took forever! I asked a worker if there was a safer way for me to get up and he said no! The Bodies museum was well worth looking at, but I almost fell down the steep stairs leaving the museum. I would never sleep there because after a few hours at the hotel I almost fell and hurt myself.