MGM Resorts International レビュー 9

Horrible service from Josie. Very rude and gives attitude. Repeats herself without trying to fix the issue and telling the customer that it is their responsibility to know things rather than willing to help solve the problem and issue.

I had a vacation with my family and cousin for 3 days and 2 nights from Sunday 27th April to 29th April 2025. The staff spoke softly and politely. My mother and I stayed in room 406 on the 24th floor. My cousin stayed in room 426 on the 24th floor. I will come back in the future

MGM casino national Harbor Maryland is my go to place… Hassle-free enjoyment makes for mega fun! Shout out to Marcel at the MGM Rewards desk!!
No,…really….Can someone give MARCEL from MGM National Harbor, Md. a SHOUT OUT!
His services convinced me to take more trips on the MGM platform!

I give them five stars!!

Stu Fitz
USMC

MGM Resorts is scamming guests. I stayed May 4 until May 10 with my wife for our one year anniversary.
At check in there were no issues until Monday when I complained about a rude bartender at their Aurora Lounge about our free cocktails for 2 voucher that we received at check in. Tuesday I was escorted by two
security guards to the fromt desk regarding not having a 200.00 security deposit on file, they tried charging me various fees daily and even asked me to leave the hotel, my balance owed for the week was 0.

Failure of basic security and terrible customer service. I recently stayed at The Excalibur Hotel and returned to my room after dinner to a man in there. He threatened me, and I could see all my stuff was spread everywhere. He had defecated in the bathroom and approached me as I entered using my name. I escaped to the lift and downstairs to security where I then experienced terrible customer service from security and the reception staff. I was up half the night trying to resolve the problem. No body seemed to take control of the situation. Finally they admitted they had given a key card to the man without checking any security.

Your Reward Redemption Code NYFBSM

Spin to Win with $150 in FREEPLAY®
Casino, Mandalay Bay
Enjoy $150 Freeplay at Mandalay Bay Resort
In order to redeem your Reward, you must be a member of MGM Rewards. If you aren't a member yet, click here to join now. You will need to enroll and activate your account online before you can proceed with booking your Reward.
Redemption Information
Purchase Date 02/09/24
Purchaser Name John Julias
Redeem Reward By 05/08/24
Property Information Mandalay Bay
Hours of Operation 8am-midnight 7 days per week
Redemption Instructions
Redeem Your Reward
Please follow the instructions below to redeem your reward: 1) Proceed to the MGM Rewards Desk located inside Mandalay Bay. Have your reward redemption code, MGM Rewards account number, and valid form of photo identification (Driver’s License, Passport, Government issued ID) ready. Your redemption code can also be found in your app wallet under "Pending". 2) Inform the representative that you would like to redeem your reward. Please be advised that some blackout dates and restrictions may apply. Refer to your reward details for more information. 3) The MGM Rewards representative will complete your reward redemption and load your reward to your MGM Rewards card or issue a reward slip to present to the outlet. IMPORTANT: Your reward redemption cannot be processed if you bypass the MGM Rewards Desk.
Reward Terms and Conditions
This is a Premium Reward. Offer is only valid at Mandalay Bay and can only be redeemed at Mandalay Bay MGM Rewards Desk. This reward is not combinable with any complimentary room stay, specifically MGM Rewards offers, myVEGAS, My KONAMI, or POP! Slots Rewards. At the time of redemption, you must be a hotel guest at Mandalay Bay to be eligible to receive this FREEPLAY reward (three-night minimum paid stay required). FREEPLAY rewards are only valid for the primary person who purchases the FREEPLAY reward from the PLAYSTUDIOS rewards store. Only one FREEPLAY reward can be redeemed per a stay excluding the myKONAMI FREEPLAY offer. Additional person(s) attached to the reservation cannot redeem FREEPLAY rewards if primary is redeeming FREEPLAY. This offer is non-transferable. No refunds and no cash value. Not for re-sale. Guests must be MGM Rewards members (free to join at mgmrewards.com). Gaming offers may only be redeemed once. FREEPLAY rewards players with free slot play upon Loyalty Point redemption. FREEPLAY will be loaded on participant’s MGM Rewards card for use in participating slot machines and is available for play only at the MGM Resorts property that redeemed the offer. Blackout dates may apply without notice. MGM Resorts International reserves the right to cancel or modify this offer at its discretion and without prior notice. MGM Resorts International endorses responsible gaming. If you or someone you know has a problem gaming responsibly, please call the 24-hour Problem Gamblers Helpline at 800.522.4700. ©2022 MGM Resorts International®. All rights reserved.

I picked this hotel for our Vegas vacation because of my good experience visiting the restaurants and event place inside the property years ago (I was at Bellagio hotel back then ) and better price (Got what I paid for!) Now, I'm really traumatized because of the horrible abusive treatment from Manager Arthur.

PROS
1) Location is really good and you can use the monorail right outside. Walking around too is ok if you have the energy.
2) The vibe of the property is good as the people are of diverse age group and race.
3)The Hakkasan club/bar and Morimoto restaurants are just one of the best places in Vegas.
4)It is a big property with lots of happenings and things to do like watch Cirque du soleil and Jabbawockeez.
5)Valet staff is very helpful and polite-- will assist in getting a cab (no UBER available).

CONS
1) Casino lobby reeks of cigarette smell and the area needs an update-- dingy carpets, dark dirty lightings, etc.
2) Room- Really old and barebone! Only hand soap, lotion, shampoo, conditioner(btw empty bottle upon check in) and body wash-- worst than a 3-star hotel. Water pressure in the shower is really weak, toilet paper holder is broken, and picture frame in the room has an old forgotten crack-- badly needs maintenance. (Housekeeping were good in that they tried to keep our room clean)
3) No complimentary bottled water, coffee, whatsoever in the room. No coffee maker or airpot nor glass to use as well. No fridge to be used-- overpriced bottled waters and bar took the spot.
4) SuperBAD Customer Service from Manager. (Frontdesk "Sofie/Dorie?" who checked us in at 2AM was awesome and sorry I didn't get your name). The Manager called Arthur is horrible. I questioned the "No Show Charge" ($253.10) and instead of explaining he kept on dismissing my complaint like I don't understand their policy. I bought and prepaid an added room night stay last minute from MGM app because we were arriving in an off hour time (delayed to 2AM)with a SPECIFIC NOTE of our ETA(confirming that we are definitely arriving!). I still got charged additional "NO SHOW" when we actually arrived(late)--even with a confirmation note to the management of our arrival in advanced. This almost amounted to me paying "double" --paying my own room and also paying again for showing late for my PAID room even if the management were informed of ETA which did not make sense to me(technically I have less than 9 hours use of the hotel upon arrival anyway so why am I being punished to pay again for my already paid room??). The manager tried to continue to intimidate me and bully me as a customer by threatening to call the security instead of showing the policy -- and this was because I was trying to look for that policy of "no show" and how I can be charged like that. We went back and forth with no resolution and no clear documentation on the issue and he still could not show anything from his part (he could only show me a "no cancellation policy" -- nothing to do with my concern and question). He became even more rude after and treated me like as "someone causing disturbance" after failing to show any explanation on their website regarding this weird charges as I continue to ask for it. I decided to apologize on my part if I was "annoying him" but I have told him again it felt like being "robbed" of my hard-earned money. You'd think he'd apologize at least but NOPE-- this manager just continued to be as abusive, atrocious and dismissive (w/continuous threat of calling security btw).

The whole "conversation" revolved around Arthur being a a real bully, being brash, cutting me off and just threatening me for the "disturbance." He also accused me of "tiktok bullying" after I told him I would show to customers and record that documentation if there is any of the weird "no show" charge policy if he can show it( which he failed to find on their website).This person must have had received tons of complaints already (maybe TIKTOK real complaints too!) for this horrible abusive customer/person treatment and I could clearly understand why.

To cut this very long review, my last night of good stay was ruined by a very obnoxious, abrasive manager who needs more customer service training, good manners, and care to customers. This staff's accusatory tone and issues regarding "tiktok bullying" from me was his own negative projection and was like the final straw that made me just step back. I obviously cannot say anything more that would make this "broken and jaded staff" help and listen.

Will I stay again at MGM? Maybe, if a good overhaul is done--specifically customer service, management/manager training(This guy should not be in customer service industry)and hotel facelift.

We recently stayed at your hotel, The Luxor.  I had not been to Las Vegas since 2018.  I remember the Luxor being a lovely hotel.  So, as a surprise, I made a reservation for our anniversary. The young lady that checked us in was very knowledgeable, and she upgraded us to a tower room!  I was so excited.  Imagine my surprise when we entered the room, and it was lovely!  The curtains were closed, so I opened them, and to my surprise, a very different room looked back at me.  It was filthy.  There was dust everywhere; the carpet needed sweeping, the sheets were worn and had little balls.  The bed was like a cardboard box.  Then I checked out the bathroom.  I thought, Well, at least it has a great bathtub.  NOT!  The drain plug did not work; I am not sure if it had ever been cleaned.  There was mildew all around the shower enclosure.  The toilet had not been cleaned from the last guest.  It was one of the filthiest and most expensive hotel rooms I have ever stayed in.  I was so disappointed.  I had planned a beautiful romantic weekend and came home wondering how to sanitize myself from the filthy experience of staying at the Luxor.

Dear nameless/faceless person,

You are honestly telling me it is legal and acceptable for you to make up a figure and charge that to a room every night for services you are not supplying and are not required. Do I there by assume that you are the sort of people that would go into a restaurant and pay a surcharge for food you did not order or eat just because somebody tells you that is what they think you should do. I can also tell by your blanket company response and limited reply that you have made no effort to read my e-mails or justify your charges, charges that are apparently for items like local calls and toll free numbers what are free of charge in nearly every other hotel I have stayed in in my visits to fourteen of the U S States over the years. The words toll free are exactly what they say they are and mean but you have decided that you will make a charge for free numbers -- how and why??? I can not use your gym for reasons explained but apparently it is my responsibility to take advantage of your facilities and these facilities are free at all other hotels I have stayed at in fourteen states. Please answer the question that I was polite enough to ask as to why you drastically over charge (everyday) for a service of printing a boarding pass which would only ever be used once if at all. In the UK I pay about $20 a month for WI-FI but you claim it is a minimum of $10 a night for every room a service that is free in fourteen other states. You then thank me for my feed back and look forward to welcoming me at The Luxor but do not do me the courtesy of answering my query and the one salient point I would have appreciated an answer to - room retention - you totally ignore. Also i assume that in some ways you consider yourself to be a hotel, but a hotel that only wants guest that are prepared to pay extra for parking, wi-fi,gyms,free phone calls etc which are services that are free in fourteen other states along with a breakfast which you charge for. Why do you not levy a charge on these amenities which are then only applied to guests that make use of them and not just pluck a figure out of thin air and charge everybody. If I brought my physically handicapped grand-daughter to your hotel are you really telling me she has to pay for the gym from her wheelchair and for phone calls when she can not speak?????

This is not my first visit to the Luxor - as I said before but you obviously failed to read that fact as well - but with your failure to respond to me as a person/human being it will be my last. We have had some great times at the hotel, met really nice friendly and polite staff but with your off hand response to a genuine inquiry/valid points, feedback I have heard from a colleague who was with you about 3 weeks ago and your desire to put excessive money before guests I am not sure that maybe the case this time. All I want is honest answers to salient points and a fair shake from being fleeced because I bet if I turned up was rich or famous you would comp the A**E off me with no charges but as one of life's little fellas I am fair game, bring back Robert De Niro - Joe Pesci and Sharon Stone at least I would know why I was being shaken down