Luxor Hotel Complaint - Luxor Hotel & Casino
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 Ceasars Palace and decided to get their rooms at the Luxor. Upon making our reservations we noticed the following verbiage on the Luxor web site:
* Check-In: 3:00 PM;Check-Out: 11:00 AM
* 48 hours notice required to cancel and receive refund of deposit
* A daily resort fee of $12.95 (subject to applicable lodging tax) will
be added to the guest room account and includes the following benefits
daily: free high-speed internet service, free access to the fitness
center, in-room bottled water, free local, long distance and 800 number
calls, free welcome reception (Mon, Thurs, Fri) and free daily
newspaper. Plus all guests will receive a coupon at check-in with over
$800 in savings!
* Please note that special requests are not guaranteed, but we will do
our best to accommodate you.
* Credit/debit card used for deposit along with valid identification
required upon check-in.
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 above 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. The 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 give their keys.
Next. Their 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 f-ing 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 wifes bed smack the top of her head. It just keeps getting better. The 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.