MGM Resorts International
Reviews and Complaints

Having recently stayed at MGM Resorts International, I had a mixed experience that left me with conflicting feelings. On one hand, the location was convenient with good access to transportation options and vibrant surroundings. The property offered a variety of entertainment options, from clubs to restaurants, creating a lively atmosphere. However, the overall condition of the casino lobby was disappointing, with a strong smell of cigarettes and outdated decor. The room itself was lackluster, lacking basic amenities like complimentary water and coffee, and showing signs of neglect such as broken fixtures and poor maintenance. The highlight of my stay turned sour due to a negative interaction with a manager named Arthur, whose abrasive and dismissive attitude towards my concerns about additional charges left a bitter taste. Despite some positive aspects, the overall experience was marred by these issues, making me hesitant to return unless significant improvements are made.

I hope someone reads this and questions the omplaint. We go there every week and most of the time loose our money. We only play video Keno nothing else. They have a couple smoking patio's that both featured Keno. As time has progressed they have continually shut them down as the claim they are broke. Now the South smoking section has no machines and the other room has six. When you ask they say they can't get parts. I suggested new machines and was told that they can't. I have to questions why they don't want those machines. It certainly is that they pay out often. There have been times that you had to wait for a machine that's how popular that game is. I learned that another near by casino has them so we went to see. There were a number of folks that use to play at your casino. Very disappointed in the management. They really don't provide good customer service to their guest. I won't even talk about the comps as they are an absolute joke. If you call and complain you simply get an, Oh well, thats the way it is. There is even a couple of beverage gals that should have been gone long ago. They are extremely rude to customers.

I am writing to express my disappointment with the unprofessional behavior of dealer Ivy during my recent visit to your Park MGM crap table. Ivy exhibited rudeness and ignored my inquiries during the game, which greatly affected my experience at your establishment.

I expect better customer service and professionalism from your staff and hope that you will address this issue promptly.

I booked a trip to Las Vegas to stay at the Excalibur from October 16th through October 20th. I had booked a Resort Luxury Suite which we were looking forward to staying during our vacation. My confirmation number was M082B7A43. Upon arrival we went to our room, and we were surprised to find out that we had been downgraded to a regular room. Upon going back to the front desk, I was told that we had been downgraded because all the suites were sold out and my room was a comp room which allowed them to downgrade us. We were never notified before our arrival that this had taken place. I have been a loyal customer to many MGM properties in the past and this is my first disappointing experience.

My husband and I visit once or twice a month. Our last visit was another 5 days on September 15th thru Wednesday and were in a very bad Cyber Attack at Excalibur, Plus did your promotion by visiting 3 of your locations and all Cyber Attack along with gambling eating but NO rewards earn. NOTHING! No employee request to write down our Gold Member # I became frustrated!

We would like to visit this month because our family will be visiting. Just today we did receive an email for 4 comps but when we went online NO offer was on our calendar through your rewards site.

I would like to continue to be a Gold member as we have been for the last two years and not to worry about it for next year, due to the Cyber Attack. We all suffered, then we wouldn't mind visiting for 5 days every month which we do and not keep worrying about not receiving any rewards due to Cyber Attack.

Thank you for caring to read my message.

Your faithful member

Vivian Ward

I arrived at the MGM Grand Las Vegas on Thursday July 27, 2023. My approximate arrival time was around 9:00 PM. I tried several times that day prior to my arrival to use the Mobile Check in and I was unsuccessful. I also tried to on one of the occasions add parking to my reservation. For some reason (still unknown to me) I was unable to do so. This required me to wait in

line in order to check in. I arrived at the front of the line and proceeded to give my name to the representative. The female who assisted me was unable to find my reservation. I showed her on my phone that i received and email that it was time to check in. She asked me if I had a confirmation number. I had printed the reservation, so I provided the number. She was then able to locate the reservation. I then asked her why she was not able to find my reservation under my name although i had paid a deposit for the room. She could not answer the question. She then provided me with the reservation and room. She also stated that I had paid for parking although I did not add that until I tried to check in with mobile check in, I asked her why I was unable to mobile check in. She left the desk and went to the back for several minutes. She then returned and waited for a "manager" Kenny who was unable to assist me and unwilling to provide any relief. I asked him for his name and he replied Kenny, I asked for his last name or initial which he refused to provide. I asked her a business card which he refused to provide. I then asked him for his supervisor's name and he told me Jake, I asked for a last name in which he also refused to provide. I asked for a phone number and he provided the general number with an attitude. His customer service was poor and he did not provide any assistance. I was given a room on the 17th floor which did not have an ice machine which worked so we were told to go to the 4th floor to get ice. In addition the safe did not work.

MGM Grand Hotel and Casino:

Room 24-141 (2 Bedroom Marquee Suite)

Dates: Check in: Friday July 7, 2023 Check out: Sunday July 8, 2023

Bottom Line: Thank you to Ms. Jordyn Foster, MGM Luxury Experience Coordinator. ([protected]@lv.mgmgrand.com) She helped us through this experience…. all the way to the last minute. I cannot praise her enough!

NO HOT WATER! Maintenance was called. Maintenance checked both showers. Maintenance explained that it took a while for the water to get hot. After many minutes one shower provided warm water, the other shower provided lukewarm water. I explained to maintenance that while we were in VIP, (waiting for our rooms because we arrived early) I videotaped maintenance attempting to stop a leak from the ceiling into the VIP section. Staff literally had to sit in the entranceway between the VIP check-in area and the VIP Lounge. The goal was to keep people from entering the VIP lounge via the VIP check area and vice versa. Patrons had to go around and enter the VIP Lounge from a side entrance due to the leak from the ceiling. The maintenance workers in VIP were discussing the leak. Apparently, they had been struggling to control the leak for over a week. They were happy because they thought they had finally rectified the problem. I asked, “Could that be the reason why we didn’t have hot water”. Maintenance assured us that, with time the water would get hot. Shortly after he left, both showers returned to ice cold water. IT NEVER GOT HOT! The scariest part was the knob in the shower became stuck and would not shut off. It was vibrating and finally after several attempts, we were able to turn it off. We never took a shower because of the cold water. I do recall when the maintenance person arrived, he explained that the way the handles were installed in the shower, it was a little tricky operating them.

Black hair scrunchies were on the bathroom floor. I do not need to say anymore. I don’t wear scrunchies.

Liquor Bottle (not ours) left in the room between the time we literally dropped our suitcases in the room and our return from a walk. Maintenance apparently entered the room while we were gone and was cleaning the bar. I was told that they forgot to take the bottle when they left the room. (We appreciated their honesty because we KNEW we didn’t see the bottle earlier when we were in the room)

Twice we entered the suite, and discovered staff in the room. The first person was a cleaning representative. She was shocked to see us enter the unlocked room. Our key didn’t work and we were made to go back downstairs to get a working key. We inquired as to having a representative to bring up a key. We were strongly advised to take the elevator BACK DOWN STAIRS.

When we went back to VIP, we were asked why didn’t the staff have someone bring up a key. We couldn’t provide an answer. We retrieved the operational keys. We returned to the room and found a man in the room. He looked shocked. His back was to us and he was touching the big mirror/painting in the room. After he left, I examined the mirror/painting. I THINK he was trying to take the tape off of the mirror. There was a lot of tape on the mirror. I ASSUMED that someone may have hung balloons/decorations on the mirror.

The next day July 8, 2023, we were relocated to Room 25-306 (King Suite): Thank you Ms. Sophia, management.

We had HOT WATER! I talked to a different maintenance person and he explained that one side of the building will get hot water before the other side of the building. We remained confused but grateful for the hot water.

Shortly after arriving to our new room, we discovered…

The TV didn’t work. We called maintenance.

We had a late checkout on Sunday. I talked to the VIP front desk (Ms. Knycolle) and was assured of our late check out.

We returned from breakfast and discovered…

Our keys no longer worked.

We were ready to leave at this point to a second destination. We spent a LOT of time focused on hotel rooms problems.

The details:

For my birthday, my husband, Sam, surprised me with the Usher: The Ultimate Confession package slated for July 8, 2023. Needless to say, I was OVERCOME with excitement. I simply could not believe we were going to be staying at the FABULOUS MGM Grand Hotel and Casino located at 3799 S Las Vegas Blvd, Las Vegas, NV 89109. I started communicating with Ms. Jordyn Foster, Luxury Experience Coordinator. ([protected]@lv.mgmgrand.com).

If it were not for Ms. Foster, my review would be harsher. She did everything she could possibly think of or was allowed to do to redeem and rectify our experiences at the MGM Grand Hotel and Casino.

If anyone needs a Luxury MGM coordinator, she is the one! On her day off, she continuously tried to help us through our noted problems (noted earlier). She is very professional, polite, courteous, knowledgeable and simply put……. a valuable employee. She is an asset to the MGM Grand Hotel and Casino Brand. If it were not for her persistent and dedicated attempts to rectify our many problems, I would really would have stronger comments. We were offered limo services to different venues, bottle waters, tickets to a show, a small room credit (which we are waiting to receive) and additional funds for food.

Unfortunately, when you sacrifice and spend months planning a surprise trip, it is depressing when simple, fundamental needs are not met. I cannot count the time we spent sitting in a room waiting for maintenance. I didn’t understand why were instructed to wait in the room(s) for maintenance. Maintenance had been entering the rooms without our consent so why did we have to sit around and wait for the variety of issues. I finally called and mentioned that we were spending so much of our time in the room waiting for maintenance. Each time, after I called, I was given permission to leave.

Thank you to my husband for the best birthday present EVER. Thank you, Jordyn, for doing any and everything that you could to make our stay pleasurable and thank you USHER for the best concert EVER.

MGM Grand Hotel and Casino- DO BETTER!

Good day to all,

After recently retiring I have decided to dedicate my time to Las Vegas slot machines, I mean why leave my money to my kids to fight over right? Lol.

Well as you can imagine I was ecstatic when I received an invitation to the August 2023 “ Invitation Only” Slot tournament. I quickly sent an email to my personal casino host to book me for this exciting tournament!

Well excitement turned to sadness when I was told that I did not qualify for the tournament…. I was speechless. Although I had lost my Gold status i am currently on my way to regaining my status back this year, thinking this was the reason. Never the less I would not be able to participate in the tournament.

Not only was I disheartened that my “host” did not fight for me I was upset that I would be invited only to be denied when I tried to book my trip. If policy was changed it should have been for future tournaments, not to those already invited. I feel this was wrong and expressed myself to my host only to be cold shouldered receiving no response back. I thought MGM rewards was better than this to its guests but sadly I was wrong. This experience has me questioning MY loyalty to MGM now.

A formerly Loyal MGM guest,

Robert~

My daughter and I were having the oxygen bar and massage tonight and the lady taking care of us was drunk. After taking forever to wait on us because she was slobbering all over a couple Brazilian men, she said the price was 24.99 and I asked her to repeat the price then she said 44.99 but for us it would be 34.99 because we had a puppy in my front pack. She was paid under the oxygen bottles by some guy didnt see how much or see that he even had any oxygen on at any time or massage. She shocked the [censored] out of us with a tena unit cause I g us to o flinch really hard. Then wanted aroundn$150-160. We were no you said 34.99. she said there is no 34.99 button on here. We gave her $100 cash for $44.99 each. Acted like she never said $34.98. she said $100 wasn't enough and wanted me to go to other side of counter and show me the charges. It showed $25 for 1 person but she typed in $44.99. after saying there is no 34.99 button. She typed it in and said x2 and it came to $97. I said you have $100 so there and was walking away and she said I only have $80. We gave her $100, 5 20's. she had already taken part of the money off the counter and I threw her $40 more and told her there we are leaving.

Hi I really need this to be sorted and I would like to raise a complaint I am from the UK so it is not possible to call I checked out on Tues 11th April we stayed for 6 nights mgm grand took 2 separate advanced deposits from us amounting to £317.31 (which was refunded) and £232.03 this charge however was not refunded I have emailed mgm grand directly who promised a refund please see attached and I have contacted my bank who disputed the charge and the MGM grand declined the refund so we are left in having to dispute it with the hotel directly again. It does state on your website that you are not allowed to take more than £400 for advanced deposits so I cannot understand why we were charged 100 for each of our 6 nights stay. We need this money back as it has been stolen from MGM GRAND

Dear Guest Relations,

I am writing this letter to express my immense dissatisfaction with the quality of service I received at the Aria Resort and Hotel during my stay from Friday, May 26, 2023, to Monday, May 29, 2023.

My name is Marcus Mason, and I recently celebrated my 60th birthday at your resort, an occasion I had hoped would be memorable for all the right reasons. But, regrettably, it was an experience that left me profoundly disappointed.

During my stay, my wallet and credit cards were stolen from your casino floor. Despite immediately reporting this incident to Lost and Found, I was offered no substantial assistance. To make matters worse, I started receiving security alerts on my phone indicating that my cards were being fraudulently used. While frantically trying to contain this situation, I asked if the police could be involved or if the security footage could be reviewed, considering the state-of-the-art security systems I believed Aria had in place. However, these requests were seemingly dismissed, and I was instructed to contact the police myself.

At the front desk, I encountered further frustration. I informed your representative, Rachel, about the theft and was asked to produce a digital copy of my driver's license to receive a duplicate card for my hotel room. Despite struggling for 20 minutes to find the image on my phone, I later learned that Rachel could access my photo on her system without informing me.

Moreover, I needed to retrieve my car from self-service parking but was denied a key card due to the lack of physical identification, which had been stolen. I spent nearly 8 hours of my birthday trying to solve this predicament, being shuttled between Lost and Found, Member Rewards, the Front Desk, and Host Services, with little assistance or any genuine empathy shown by the staff.

Furthermore, the quality of the room, supposedly part of a 5-star hotel, was significantly below standard. The carpet was unclean, and there was an unremovable grime on the toilet seat, among other issues. This ordeal marred my 60th birthday celebrations and resulted in a financial loss of over $9,500 due to fraudulent card transactions and a significant amount spent at your casino.

The quality of customer service and the lack of urgency and empathy displayed during this incident were deeply disappointing. While I understand that Aria is not directly responsible for the theft of my belongings, I believe more could and should have been done to support me during this distressing time. Additionally, I hope Aria Resort and Hotel can learn from this incident to improve its service for future patrons. I eagerly await your response and hope for a satisfactory resolution.

After MGM offered me two comp tickets to a show said I was not promptly at box office at 6 p.m. even thou I was. I feel they announced for comp ticket holders to come forward before 6. They inform me that my ticket went up for resale and quoted me 149. Plus 15 dollars service charge.
Also the plane delayed 3 1/2 hours causing me to lose 450.00 I. Free play.

Skylofts made several unauthorized charges on our credit card. In house hotel management, Jonathon Goodspeed refused to provide his direct supervisor's name or business contact information. Therefore exhausting all avenues for escalation. As a result, my wife and I have been harmed. Further, we have had to spend 30+ hours on the phone, composing emails, etc.. in attempt to escalate this matter to upper management. Several front desk managers, concierge's etc.. have indicated that are only recourse is to deal with the in house Skyloft managers (there are 2 of them). And that apparently MGM Resorts coroporate office does not have a phone number, email address, or any other contact information. Apparently Jonathon and his 20- someting year old co- manager are 100% in charge of the Skylofts and MGM Grand hotel in Las Vegas. And they do not answer to anyone.

I have been a customer of mgm online casino for years and in the past year the site is just terrible, the promotions are hardly honored and the site is not able to keep up with the amount of traffic it gets, you are continually kicked off.

There customer service department is just ridiculous they are completely unaware of any of there promotions and never fix or compensate for any mistakes.

I want to make a formal complaint so that I can put in a complaint to my state gaming board. They need held accountable for these things they just get away with taking your money and don't have to answer for anything.

The attached items are just 3 of many, many, many incidents.

I stayed at the Luxor Casino on March 28th and 29th 2023.

They put a hold on my credit card for security fees and resort fees.

After I checked out, they charged my bank for 2 resort fees. So now, resort fees are being held on my card times 2. The hold wasn't released after they billed the bank.

I went home on March 30th to San Diego and when I went to call my Uber (About $20) there wasn't enough money on my card. (Because of the double hold)I had to take a cab for cash and had to spend $65.00 for a cab, all because of someone's mistake in accounting or the front desk. Disgusted!

John Clancy.

8030 La Mesa Blvd unit 159

La Mesa, Ca. 91942

[protected]

If you don't understand this double charge, please have someone else there handle this complaint.

As a local, I know what good service is in the casino industry. My family has been working in casinos since the 60s However, LV has changed a lot. For instance, the quality of people moving to the valley.

Currently, Tap Sports Bar employs a bully as a bar manager,Jeremy Trevino. He posts some real horrible stuff on Nextdoor. Most recently, he raged on the post of a disabled veteran. My father is a war veteran and I was disgusted by Mr. Trevino's disrespect. The veteran was only asking for children not to trample his yard. Yet, Trevino mocked him and started name calling other posters. I have screen shots attached. Let's just say, Jer Trev, wasn't hard to identify on Nextdorr since he identifies as a "casino manager" named Jeremy. (He thinks rather highly of himself to be a casino manager. LMAO.) He also offers up his prior residence in Chicago.

I honestly am heartbroken by the really awful and rude people moving into the community and ruining life in Las Vegas. Hospitality is a distant memory.

[edited]

My husband and I chose to stay at the casino with a "comped" room. We had enough to pay for the room on our card so we could have a free night out. Upon booking the room, we were charged a full room rate. I was assured that it would be reimbursed promptly upon check out once it was comped. Afterwards, I noticed on my card the full room charge along with a further 119.55 hold. I was told upon arrival there was a 17$ resort fee that would be charged to the card, not over $119! I have since checke out and it is 48 hours later. I am still sitting here with over $233 being held on my account for a "free" room. I have now incurred fees on my account since I have automatic withdrawals and this has screwed up my account terribly! I can't tell what is there and what isn't at the moment due to all of the holds by the casino hotel. I called for a resolution and got a piss poor attitude with no assistance. They were impolite and treated me like an idiot. They said it "may" clear in 5-7 days! All of this for a free room. I would have been better to walk in with cash to just pay for it.

Arrived at NYNY Las Vegas on January 15 with an offer that included F&B credits. Jan 15, 16 & 17 the ARK POS system was down and I was told at several restaurants on the property that I couldn't charge my meals to the room. This resulted in me having to "eat" the cash I had budgeted for gambling for three days of my trip, leaving the f&b credit on the table. There is no way to convert the f&b credit into freeplay and there should be, since the ARK system is often down. Pretty cheeky of you to offer a food & beverage credit to lure patrons in and then not allow them to use it for anything.

Also interested in the reason why Nathan's Famous Hot Dogs on site, would not allow room charges (once the ARK system was restored) when they used to on previous trips. Nathan's Famous at the Luxor was happy to charge to our room at NYNY. There seems to be no consistency.