MGM Resorts International
Reviews and Complaints

Stayed 12-24-2022 for 1 night, Gold Strike, Tunica…..was charged by resort…..resort also reported to booking.com that I no-showed and they, booking.com also charged me for the room…tried to get this cleared up on phone and feel like I am getting the run around and nothing solved. Meanwhile, I have $187.06 charged to me from 12-24 until present

[protected]@aol.com

Sent offer for Bruno Mars tickets on Nov 9th sent email to Kimberly Tennison of the 12th that I would like to take MGM up on the offer and book me a trip. On Nov 22 she sent me a email with my confirmation #. I asked her to check and see if she could get me 4 tickets and if she couldn't I'll buy the other 2 I just wanted 4 together because another couple was coming with us all traveling from Florida. She mentioned having to check with the hotel and would let me know. This past Friday I was informed not only was she able to get the extra 2 tickets, she couldn't even get me my tickets so I have NO tickets. I've booked my airlines and our stay at Aria and now we are looking at cancelling the trip and are more disappointed than you could ever imagine. I was a platinum rewards client before covid and recently started to book trips back to the Beau Rivage since its your closest property to Florida. My member # is [protected]. I'm just having a difficult time understanding what happened here as I know nothing was dropped on my end. I contacted 3 days after receiving the offer and have a confirmation # booked all the way back in November. I'm a person of principle and I can Guarantee you that this will certainly effect where I decide to gamble going forward. She offered a $300 resort credir which doesn't even buy 1 ticket on Ticketmaster so that was really a slap in the face. Attached is copies of the email string.

Hi,

On Sunday January 8, 2023, after spending a proximately 5 hours at the Empire City Casino (MGM) and as usual, losing all my money. I get to my SUV to find out it was broken into. The theft removed the car radar which controls all the vehicle. When I reported the incident to the casino security, they would offer anything other than noting the incident. I also reported the incident to the host who promised to look into it and get back to me. However, a week later and still no answer from both their security and the host. i decided to go back on Sunday January 15, 2023, and speak with the security, he offered no solation. This incident happened on their property while all of their security cameras in the parking lot are on. He only mentioned if the care was valet, we could have been responsible. Having their security cameras actually aiming at my car and mostly likely have the thief caught destroying my car is no impartment because i did not valet.

Good morning,

I was double charged for tickets to a show and after complaining about it to MGM they issued a refund but not for the total amount, only partial.

I've been emailing them since mid November but nobody replies to me any longer.

Please see emails below:

Good morning,

Could I please get a reply to my enquiry from 16th of November, and follow up email on 5th of December, as to where the missing €47.79 have gone. I find it outrageous that I would have to cover that amount out of my pocket for some technical issue that had charged me double for tickets in the first place.

Regards,Roxana

On Mon, Dec 5, 2022 at 10:59 AM Roxana Hefferon wrote:

Good morning,

Any update on this situation?

Kind regards,Roxana

On Wed, Nov 16, 2022 at 5:48 PM Roxana Hefferon wrote:

Good evening,

Thank you for your message and for looking into this matter.

I have received the refund already, however, a new issue has arisen.

The duplicate charge was originally for €419.98 and the credit received is for €372.19 (Please refer to picture attached)

What happened to the other €47.79 that I’m missing?

On 10 Nov 2022, at 22:02, Corporate Accounts Receivable Support wrote:

Hello Roxana,

The duplicate charge of $396.72 USD has been refunded to your Visa ending 4785. Please be advised that refunds issued to US-based bank should reflect in your account in 3-7 business days. If your bank is located outside of the US it may take up to 45 days for the refund to process. Please contact us if you have any further questions.

From: Roxana Hefferon

Sent: Thursday, October 27, 2022 2:48 AM

To: MGM Resorts Member Services

Subject: [External] Double charged for tickets

On 17th of October I bought tickets to Shin Lim at the Mirage Theatre through the MGM Resorts website. MGM Rewards member number is [protected].

Checking my bank account a couple of days later I saw that I was debited twice for said tickets on 19th of October. Same amount of €419.98 twice - Card ending 4785.

My confirmation number is [protected].

All links in the confirmation email, with details on how to contact customer service, are broken.

Could someone at your end please look after this matter for me and sort out a credit. I’ve contacted you already through Twitter and Facebook and was told to call the ticket office at 702.692.9494 but I’ve been on the phone waiting for over two hours on two different occasions. I live in Ireland and even the time difference makes things a bit more complicated than they have to be.

Thank you for your time.

Kind regards,

Roxana Degiorgis-Hefferon

MGM Rewards #[protected]

Worse trip ever! Didn't correct my check in date when I asked after arriving a day later. Was given 4 comp days. Last day of the trip I was w/o a room and on phone 2 hrs with them telling me I have to purchase another. Was not allowed to use my resort credits for almost 2 days in. Then when they finally got me a room and manually added my credits... I went to New York New York and ate dinner and couldn't pay because my charge to room didn't work. Server said the name didn't match for my room number. Sat on phone for an hr to reach Luxor to get it resolved. Luxor agent confirmed it was a small hiccup but I should've been able to bill to room. (Have this conversation recorded btw).. Manager then called the police while said he was going to call back Luxor and humiliated me and threatened to arrest me since I couldn't pay when I had already provided my card and asked him to contact my hotel for straightening. Luxor manager (carla I believe) told them I never was authorized to charge to room then told me on speakerphone to find a way to cover my own meal. Took me 4 hrs and I still had to pay for my meal out my own pocket. I almost missed my flight back home because it was less than an hr after police let me go. Never was so humiliated in my entire life! Then I go back to luxor to ask about the things and the women accused me of trying to pay with someone else's card for the meal. Said that's what the Manager from NyNy said and that's why room credit wasn't honored. I was alone on the trip and used the same card I had just checked in to New room with earlier that day. Receipt confirmed that. Luxor Manager showed no empathy even though she had spoken earlier to say she wouldn't fix the resort credit issue when we partnered with other hotel. She then cut me off to what I was saying and told me about an $8 charge needed for luxor and demanded I make it now! As I walked off in disbelief she started yelling after me that she was going to evict my things from the room. I left the hotel and didn't bother coming back... not even to checkout. Never experienced anxiety so bad or felt so mistreated. I will escalate this further

My husband and I celebrated his birthday on 12/03/22. We celebrated by attending the 7p.m. Cirque de Soleil show KA. We arrived a little early, our parking ticket shows 6:01 p.m. We talked to two parking attendants letting them know we wanted self parking and we were to see this particular show, the first attendant pointed us in the direction of the second attendant, we told him how we planned to park and the show we were going to see. The young black man immediately told us to pay $35.00. We immediately questioned the amount because we knew we were only going to be there for a few hours and according, to your website that was not the price we were to pay for self parking. He explained that there was a special event at MGM and that was the price we had to pay with our card, we couldn't pay with cash. When we asked him what the special event was several times, we got no response, only him uttering the N word under his breath, not sure who he was speaking to while servicing us. We parked the car and saw the show, we left the building immediately after a bathroom break after nine. We got in our car and proceeded to the exit. We tried to scan the code on our ticket, it took quite a while for the code to scan and the bar to rise and allow our exit. We are now worried that our card may have been in the hands of a scammer. Our parking ticket doesn't have the name of a male cashier on it, but the name of a female. Your prompt response would be greatly appreciated. In the future, it would be good to get a vetted person to scan credit cards at the parking entrance and have someone to assist with the exit machine. This could have been a wonderful evening had it not been for the parking debacle.

Hello.

I was accommodated in Bellagio between 6 and 10 Nov 22, confirmation no. [protected].

I have checked out somewhere before 11 AM, as per communicated check out time. At the check out time I have been issued an invoice for the correct total amount of 1,218.27 USD.

While back home and checking my bank extract I found out that I have been charged with an extra amount of 111.14USD for some food and beverages that somebody else consumed around 1PM, long after I have left the hotel.

I received an email from Beau Rivage casino advertising pre-sale tickets for the Patti Labelle concert for November 11, 2022 on Aug 9, 2022. After I received the email I believed this was a special service provided to members and decided to buy the pre-sale tickets for both me and my wife. I believed since the email came from Beau Rivage I would receive reward points from the purchase; however, after contacting the Beau Rivage Rewards customer service I was informed that it was against corporate policy to reward members for third-party purchases even though an MGM affiliate email directed members to the third-party business. I believe this is disingenuous to the member.

I was invited to One of MGM resorts which is Excalibur resorts in Las Vegas Nevada. On September 09,2021 around 11:00 a. m I checked into my hotel with my family. About an hour later as I was walking to my vehicle On Luxor drive I was racial profiled an my rights were striped by a casino private investigator who coerced me an another person to their security room an harrased to answer questions about a suspect who was in security custody under their supervision at the time my civil rights were violated by security. I didn't know the suspect an I wasn't around when the suspect. I informed security I didn't want to answer any questions an told security they were in violation of my constitutional rights by having me imprisoned for not answering questions. Security didn't seem to care an told me I was detained because I refused to provide identification an answer questions. I was detained for over two hours by security. when police arrived an arrested me for obstruction for refusing to provide identification but I only provided my name. This is corruption between the Las Vegas metropolitan police department covering up for security for by allowing security to make a false report about me false accusations an not informing me why I was arrested for. Security trespassed me from property an Las Vegas metropolitan police department arrested me for not providing identification. Excalibur resorts failed to provide a safe environment for me by discriminating against me because of my race an ethnicity an background also because of my gender. Excalibur resorts had no idea I was a hotel patron because Las Vegas metropolitan police officer provided a false name to security about me. The arresting officer lied on the report an so did security from Excalibur resorts. I've never been so humiliated an embarrassed an violated by anyone until I was discriminated by Excalibur resorts in Las Vegas. I've always had the best experience with MGM resorts in Maryland an different resorts all around until I arrive in Las Vegas. A complaint was filed with Nevada gaming an many others. My week stay was ruined on the first day in Las Vegas I received an arrest record on my file. The resorts failed to provide a safe environment for me an didn't care for my safety being a patron instead they violated me an discriminated against me.

We arrived Friday 9/30/2022 and were burglarized later that evening. Our luggage/cash was stolen from inside our locked hotel room at Luxor resort. My debit card was stolen and fraudulently used at a local liquor store and convenience stores nearby. We were robbed, close to $3,000 of personal items/cash and had nothing the next 3 days of our vacation. Our entire vacation was ruined. We spent most of our time in Ubers trying to recoup what we had lost as well as time spent waiting to speak with hotel managers/security. Luxor hotel staff was not accommodating seeing this happened on their property. They were rude, unprofessional, and were not able to help us in any way due to us booking through Allegiant Air football package.

Requesting MGM international corporate review of this case. Review of police report filed at LV metropolitan substation 10.3.22. Requesting full compensation for items stolen as well as reimbursement for items I had to purchase, compensation for time lost, Ubers to and from stores/police department resulting from burglary

Name G Hayre frustrated., On 6/4/22 My credit card with last 4 digits ending 9528 was. debited $157.60 for a reservation 9/5/22 We stayed at MGM Park next door same dates.

After sending request after request to AriaReservations.com and calling today at the following number [protected] ,20 mins of waiting then spoke to a nice gentleman that finally after identifying the refund request referred me back to front desk and 15 mins later I gave up and frustrated and decided to write to you.

So simple requested on 6/4/22 for $157.60 for deposit .still not returned and now is 9/3022. , also told in person when I was at the Aria resort in person on 9/5/22. Pls credit back by Visa card

Email address related to game play: [protected]@yahoo.com

Hello.

I recently upgraded my phone to a new Samsung Z Fold 4 from the Samsung Galaxy 20 Ultra. After my information and Apps were transferred to my new phone, I logged into my Pop Slots app and found that my nearly 300,000 reward points and nearly 2 trillion dollars (game dollars) were gone. I have been using this app for many months and to find that, after all of this game play to earn this incredible number of points, everything is gone - it is incredibly disappointing and upsetting. I am actually quite disgusted, in fact, as I have reached out to your technical support group and they have been absolutely no help at all with this matter. They are basically telling me "oh well". I log into this account where I am left with the impression that all of my information and points will remain without issue. I merely changed phones. This should not have affected my points records as I see it. I utilize this app on a daily basis and find this to be totally unacceptable as I looked forward to the benefits I worked so hard toward. As you would imagine, my intention was to take advantage of these benefits.

My telephone number is [protected]. My alternate email address is [protected]@yahoo.com.

I thank you in advance for your anticipated assistance with and recovery of my information.

Kindest regards,

Gregg Colacichi

A young lady recently hired at mgm valet as a supervisor/manager was tryna extort me for money when she was employed at MOTORCITY casino. I stoped going there for that reason and moved over to mgm grand Detroit. I hadn't seen her in a while since I moved over and on 8/26/2022 I noticed she was employed with mgm and standing outside the hotel valet with ticket slips in her hand. I asked her what was her name because I wasn't 100% she was the same young lady I was being extorted by from MOTORCITY casino. I asked her "what's your name" she said "I don't have to tell you that" I proceeded to look at her name tag that sat in front of her and she flipped it around so I couldn't see her name. I then proceeded back to the hotel entrance knowing that it was the same young lady from MOTORCITY and said to her "I'm going to write a letter head against you" she then said "your gonna pay me my money" once I went back inside the casino I went and got food the the TAP restaurant came back outside to wait on my ride and she was still standing there. She then told me "I got something for you" I sat outside for about a hour because my ride home told me they will be another hour before they came pick me up. I decided to go back in the casino and that's when I was told by security "you've been trespassed and not allowed back on the property until you talk to Greg jones in the investigation department" I then was gave his phone number and Escorted out the casino without reason. I've been VIP for years at mgm and haven't had a problem with anyone before not one complaint. I'm also handicap in a wheelchair paralyzed since 2009. My player number is [protected] and I come and gamble everyday and don't bother NOBODY. I'm also very known by all the employees very well for being nice and courteous. This isn't right and need to be addressed. I shouldn't be banned from mgm properties at all I can be reached at [protected] I have also tried and left a voicemail on Greg jones phone every single day since this happened and haven't got a call back. PLEASE HELP ME!

I am a avoid MGM online player, I have enjoyed playing til I was moved up a tier to Pearl status and was promised all these perks and bonuses which never came, promises, lies, emails that never were responded to, endless phone calls, and online chats. It’s very hard to believe after over 20 emails sent that there is not a employee there competent enough to respond or help. I have been treated better at competing online casinos and resorts. I have attached emails for examples, I know absolutely nothing will be done about it but Atleast someone else may see this before they didn’t there money here.

I emailed via your email trail to ask questions regards the hotel ,like if the swimming pool was open during my stay

it have been 6 day, 3 emails and no answer

I want to complain as i do not feel i am getting the service i deserve

Please cancel my booking with yourself as i feel i would get better service elsewhere

I have been you the luxor 7 times before and always had the service and response, this a special time for me and my partner as it is her first time to Vegas and i want it to be the best

So please return my deposit

Geoff carley

Whist in Las Vegas recently we went to watch KA at the MGM Grand.

We purchased our tickets through the MGM rewards to received 20% off.

We selected 4 cat C tickets at a cost of $132.31 each. When purchasing the tickets we took great care to select seats that we believed would have a great view. We got seats Block 201, row BB, seats 23,24,25,26. Order number [protected] under the name Kelly Dickinson. We came on 06/28/22 to the 9.30pm showing.

When booking the tickets there was no mention that our view would be impeded in any way, but unfortunately we had railings from the steps right in front of us that was definitely an issue and was an obstructions for us. We spent a lot of the show lifting ourselves higher to get a good view. I would not of purchased these seats if we had been made aware of the steps and railings being directly in front of us. I would not expect this for the price we paid.

Unfortunately this was not our only issue, people were still be allowed into the theatre for up to 20 minutes after the show starting. This was a big problem for us due again to where we were seated. Two ushers were right in front of us at the steps so everyone coming in late stopped in front of us, then blocked our view either coming up the steps to their seats or down the walk way to seats in the lower tier which was right in our line of sight.

This was very distracting and because of this we missed the beginning of the show which was when the only dialog was used to explain the content of the story which the show follows. So although the shows content and the acrobatics were amazing we had no idea of what was actually going on and all four of us were left very confused.

As you can imagine we are extremely disappointed and feel the whole experience was ruined.

I really don't understand why it was stated when booking that our vision would be blocked and why such a large number people were allowed to keep coming in so long after the show had started.

My old tier benefit was saphire players club # [protected] and now I am a pearl tier benefit and my players club # 3614979 now, please make the changes so I can log on to my account to see my status on line so I can keep track of my benefits, thank you very much dominick bifulco pleasee-mail me if you can so I know if this was done.

Confirmation #: M05F230E1

Reservation Dates: May 27, 2022 – May 31, 2022

The second day we had checked in, I went to the check in desk to ask about changing rooms due to the extensive mold around the shower door, up the walls in the caulking and in the corners in the shower. The room had a "funny" smell which I think was the bathroom mold and mildew. She said they didn't have a room available but could change us to a suite for an additional charge. I certainly didn't want to spend more money for a room. We spent the remaining time in our assigned room. We haven't traveled for over 4 years and I can't express how disappointed we were. I have no desire to spend any additional time in your hotel. I don't want a few free days. No. I want some type of refund for the 4 nights we stayed. What refund will you offer me?

I was a loyal customer to both mgm and borgata , your customer service department has banned for life from both platforms and all mgm associated casinos because i made a mistake, which i admitted to. they told me i would be suspended from play for a year and now its a lifetime ban, i really enjoyed your sites, but the way i was treated by your customer service department was awful. rude, insensitve, no replys, no emails.. they just left me hanging until i was told that its a life time ban. i love to play on both sites.

I booked Park MGM 5 nights, check out 10 Apr but a few days prior to flying from UK it had dropped by $100 so I cancelled original booking and rebooked

We checked in at VIP desk with no problem

We got back to room 2am Sat 9th after a tiring day, were naked when housekeeping tried to access our room!

We got woke up by her phone call that we should have checked out already!

We had just fell back to sleep when we got a phone call approx 3.15am by front desk demanding to know WHY I cancelled first booking and to argue we should have checked out 9th April!

I was fuming as we had a 17 hour journey home next day and needed sleep!

We couldn't get back to sleep after being woken up 3 times as we were so angry

Tanisha Preston at the bell desk could see how angry and tired we were and gave us vouchers for food and drink as we had hours to wait before our flight after we checked out

Consequently we were both exhausted standing in queue at airport check in, we can't sleep properly on a plane and I almost fell asleep at the wheel during my 4 hour drive home after landing in UK