MGM Resorts International
Reviews and Complaints

4/14/22 Received a message on my in room phone stating I had a message at the front desk. Called in at 8ish am and spoke to an older woman who did not identify herself and when I asked she first said her name was penny and then a second time I asked it sounded like Claudia.

I asked what the message was and she started going over my bill which was extremely confusing to me as I am checking out Friday 4/15. After going over charges that I see in my mgm app bill summary that conflict with what she said she sees I again asked why I was being bothered. She then told me that I needed to come to the front desk and provide my credit card because the initial $200 authorization was used and they couldn't run my card again. That also didn't make sense as all of the hotels I've stayed at in the past 10 years I've never had to check out in person or provide my credit card in person. When I questioned the lady she started being rude, raising her voice to me and making extremely childish remarks which shocked me! I asked why she was being argumentative and asked for a manager and she immediately hung up on me! I called back and after waiting 15 min was told the manager was busy and would call me back. I waited over an hour for Amara to call me back and when I told her what happened she basically ignored the rude treatment and started repeating how I needed to come down and pay my bill. AGAIN I was confused why I was being harassed about my bill when I wasn't checking out for another day and said I would come by in the am and check out. Amara refused to acknowledge my position and continued to demand that I come to the front desk to give my credit card. I have plenty of available credit on my card, there is NO issue of not paying but this experience has made me feel like packing my bags right now and leaving. I doubt I will ever spend my money at your resort again. Horrible customer service!

Ps: my daughter and I went to the Monday brunch buffet and it was disgusting! Everything was stale, old, crusty! We both literally ate 1 mini doughnut and the inside of 1 pancake (the outside was stale and hard)! I requested a refund from the Buffett and was only given a refund on 1 meal.

My husband and I travel to Las Vegas often. We typically use our MLife offers to book our hotel rooms. We finally got an offer to stay at the Delano Hotel, so we booked our stay for a Valentine’s Day trip! We arrived at the hotel on Sunday, February 13, 2022 at approximately 8 pm. At check in, my husband inserted his credit card in the reader and presented his identification to the young lady at the Front Desk. The credit card reader displayed declined! We know that there was no problem with the available credit and it was a new credit card that had only been used a couple of times. There was a zero balance on the card! After the young lady tried the card at several readers, she asked my husband for another credit card. We didn’t have any other credit cards with us, but he had his debit card which we were planning to use as our “spending money” while in Vegas. (We don’t carry large amounts of cash). My husband asked if there was anyway that we could check in without a hold being put on his debit card until the next morning when he contacted the credit card company or if we could pay 1/2 of the hold in cash and the other 1/2 on his debit card. She went to ask the manager and was told “no” that they didn’t allow that! So, my husband had to have hundreds of dollars held on his debit card, which caused us to be short on the cash we thought we’d have during our trip! My husband contacted the credit card company and it was discovered that his new credit card had a bad chip! The credit card company asked if the hotel could key in the credit card number or would the hotel manager agree to speak to them to get an authorization over the phone and to reverse the hold on his debit card. When my husband called the front desk to ask if they could key in the credit card numbers or if they would be willing to work with the credit card company over the phone, if he came down to the Front Desk. He was told, “No!” They could not do anything to help us! As I said, we visit Las Vegas several times a year and stay at MGM properties. This was the worse customer service that we’ve ever encountered! No manager ever came to talk to us at the Front Desk nor did a manager ever call to discuss the issue! Although the suite we stayed in was beautiful, we have no plans to ever stay at the Delano again. On February 17th, while we were sitting at slot machines at Mandalay Bay, the machine that I was playing needed paper added. Two attendants (male & female) came over and asked how was our day going. My husband told them the entire story about our Delano Hotel experience! They were so nice and apologized for that hotel. The two attendants left after changing the paper in the slot machine. A few minutes later, the female slot attendant came back and offered us a $50 food voucher! Since we had already eaten, we declined the vouchers and were leaving for the airport that day to fly back home. She apologized again, told us to stay at Mandalay Bay whenever we came back to Vegas, then left as she was off for the day. A while later, another female employee of Mandalay Bay came over and greeted us. Shortly thereafter, the male slot attendant male attendant returned to where we were sitting and insisted that we take the $50 food voucher! He not only recommended that we should get a carryout to take on the plane, he also suggested which restaurant to get our carry outs from! We did do just that! The three Mandalay Bay employees turned our not-so-pleasant Delano Hotel experience into a joy on the last day in Las Vegas! It’s nice to know that there are still people who work in the public spectrum that know how to actually treat people! We appreciate those three people and hope we get to see them again when we hopefully return for my birthday in June! The three people are Espie, Nic & Nancy! They are awesome!

Date:3/22 - 3/23 I William M. Bundy Noir Player #[protected]

I arrived at your Property Approx. 6pm on Tuesday Evening. I started my evening of gaming on the Slots outside of Taps. The evening was going pretty will until the response time for Slot Payouts started to slow down. I had to wait over 30 min for winnings to be brought back to me. Then the machines locked up due to full stacker boxes. No attend every called a Tech to come a check and confirm that the box was full. By this time, I became very aggravated.

I decided to walk out to the smoking slot patio. I started playing on the Buffalos after playing for several hours everything was fine until a group of people decided to have a party on the patio. They brought their personal BOOM Box and began to Dance and Party in the area. Several Players got up and left the area. The MGM Security Guard never said One thing to the group of party goers. Several Hours later My Machine began to hit a few Jackpots. Now I had to wait well over 1hr to receive my payouts and I had to send a friend inside the casino to flag down a Slot Attendant. By the time the Attendant showed up I started playing another game while waiting for them to return. Then that game locked up. All the while the party goers decided to Light up some marijuana. The Smell was so strong several more players left the area. I couldn't leave because I was still waiting on my payout and waiting on a tech to check the game that had locked up on me. The weed was so strong outside it gave a contact high.

I was asked if I wanted to buy Drugs. With Security in the area, they never addressed the issues with this group of people.

I spent over 230,000.00 and Loss - $63,000 just this month with MGM. This trip was the worst I have every experienced. I truly felt unsafe at your property and the Slot Department was a total disappointment with their service.

After receiving my last payout, I left the Casino at approx. 10am Wed Morning.

Slot representative Karen came over to me apologizing for the poor service and said she would address it with her supervisor. I noticed today they added $200.00 to my card. This is unexpectable!

As a Noir Player I would think that the service would be exceptional. I understand there is a shortage with Labor but there should not be a shortage with the Quilty of service from any department within the MGM Umbrella.

William M. Bundy

On Thursday March 3 at approximately 1:30/2:00am I was playing a machine

I had to get money from ATM so I left my card in the machine turned my chair around pushed it up against the machine I was gone maybe 3 to 5 minutes come back someone took my machine instead of arguing I got security 2 managers came out after that and said I was wrong you can’t hold or reserve a machine told them I wasn’t holding the machine I was getting money from ATM

Said I should call attendant to hold while you get money. I told him that’s who told me that’s what to do that they don’t have time to hold machines and not to tip up chair but turn them around now this is my point my card was in the machine there was only maybe 25 cents on the machine but the guy next to me that took the machine, knew that I played machine for hours. He was next to me.Your manager and head of security embarrassed me by saying I was wrong when security ask to see my card I said it’s in the machine. They took my card out and said there still wasn’t any money in it! the guy was laughing telling me to shut up in front of them. I’m a platinum member and I come 3 or 4 times a week I know that’s what people do to go to atm ect. To go to the bathroom or get money. I was humiliated and crying the guy playing was being an [censored] cuz they let it happen! His wife was calling me a liar as well! I’m only one little person so I guess your manager and head of security can decide to pick who they protect! I know it doesn’t matter but I wouldn’t ever play here again. I don’t feel safe now Just so you understand I had 3 hundred dollars invested in playing that machine.

I come to have fun this wasn’t fun!

I spent 15k made over 100k in points on my card & this rude [censored] of a casino host said I’m not entitled to any free play cause I have not spent enough money the previous month I got 250 plus a mid week promotion of a extra 350 this month I got the 250 but spent 15k in the casino & was told my play didn’t qualify for anything! The casino host is a complete [censored] rude [censored] they come [censored]!

On January 27, 2022 thru January 30, 2022 I stayed at your Excalibur property in Las Vegas. Confirmation Number: R3091607159. On January 29, 2022 around 10:30pm, my Iphone 11 was stolen as I was sitting at the Big 6 machine before I left for the airport. I went to security to see how to review tape or do something. I was informed nothing could be done unless I filed a police report and witnessed the person take my phone. As this time, I was pushing it with getting to the airport. I left and once I got to the airport it hit me I didn't check out of the hotel. I called and the lady was beyond rude. She informed me I had to come to the front desk. Told her my situation with the phone and said I had to leave for the airport or I was going to miss my flight. She said I should have thought about stopping at the front desk before leaving because she didn't have any of my information, etc. I again informed her what I was going thru and she didn't have to be rude and could do this over the phone as I had no access to even check out on the app because my phone was just stolen from the Excalibur. Gave her my information and she informed me next time I need to stop and do it in person. Police report is being filed today as well.

Never had I had something stolen from a property and if I did, I would think they would do something to try to make it right. Your hotel did nothing and then the lady who I spoke to for check out was beyond rude and then I even got an email yesterday morning at 11:30am for me to check out. This was 12 hours after I called the hotel to check out. Was I even checked out? If so, why would I have received this email?

We were having a great time and enjoyed the Excalibur up until this point. After what happened, not sure if we would stay at any MGM property ever again.

On January 27, 2022 thru January 30, 2022 I stayed at your Excalibur property in Las Vegas. Confirmation Number: R3091607159. On January 29, 2022 around 10:30pm, my Iphone 11 was stolen as I was sitting at the Big 6 machine before I left for the airport. I went to security to see how to review tape or do something. I was informed nothing could be done unless I filed a police report and witnessed the person take my phone. As this time, I was pushing it with getting to the airport. I left and once I got to the airport it hit me I didn't check out of the hotel. I called and the lady was beyond rude. She informed me I had to come to the front desk. Told her my situation with the phone and said I had to leave for the airport or I was going to miss my flight. She said I should have thought about stopping at the front desk before leaving because she didn't have any of my information, etc. I again informed her what I was going thru and she didn't have to be rude and could do this over the phone as I had no access to even check out on the app because my phone was just stolen from the Excalibur. Gave her my information and she informed me next time I need to stop and do it in person. Police report is being filed today as well.

Never had I had something stolen from a property and if I did, I would think they would do something to try to make it right. Your hotel did nothing and then the lady who I spoke to for check out was beyond rude and then I even got an email yesterday morning at 11:30am for me to check out. This was 12 hours after I called the hotel to check out. Was I even checked out? If so, why would I have received this email?

We were having a great time and enjoyed the Excalibur up until this point. After what happened, not sure if we would stay at any MGM property ever again.

My name is Julie cain [protected]
I'm want to file a complaint against mgm Northfield Park. My boyfriend and I play slots together as we have done many many times b4. I am a buisness owner so is my bf . We played and we got into the bonus he let Me pick the bonus games and he went on to play other games. I played the bonus and it hit roughly about 1, 300$ I gave my info to the staff member whom asked for my ssn and even updated my address in system. About 30 min later my bf came to me and said they approach him instead of me to tell him he was the winner of the jackpot not me. The staff members were extremely rude and said if u don't like it the leave . I told the member this is the 1st time this has ever happened and how I just hit a mega jackpot in October for $13, 000 at the jacks thisldown casino we both played that machine together and the staff there even asked up who's it going to. You could imagine our surprise when we where told flat out that I was making this up. There was witnesses around that said this was so wrong and how we were mistreated. I've never ever been so embarrassed and disturb by a establishment before im 39 and years old and 12 years in buisness myself i would never ever think to treat a customer with such disregard. I have many friends and family that go to that casino in addition we spend much much more then 1, 300 . I would like this resolved as the local members refuse to respond to me thank you

at the borgata. there is no cage to buy un or cash out. there is no chip runner. not enough dealers. we r playing highest game in east coast most of time

I'm a high limit poker player, for months there's been no cashiers in the poker room on busy weekend nights. I'm forced to carry racks of chips through the casino to the main cage. It's easy for someone to see what I have and try to rob me afterwards on top of the general stupidity and inconvenience of not having something as cheap and effective as cashiers. It is absolute insanity for a billion dollar corporation to be this cheap and useless putting high limit players at risk and general population at such an inconvenience. The main cage doesn't even have a full amount and the line is absurd

------ Original message------
From: [protected]@aol.com
Date: Sun, November 28, 2021

Subject: Delano Complaint and Request

Dear Sir/Madam,

First let me begin by stating that I love the City of Las Vegas. However, I have always enjoyed my stay when I visit Las Vegas until this time.
My son, Chris and I stayed at your hotel this past Thursday-Friday (11/26- 11/27 for 1 night. We had a broken toilet which caused the urine and stool in the bathroom to overflow. The toilet problem caused the bathroom floor to become a puddle and smell. My son and I used all the towels in attempt to contain the water. It took the maintenance service up to 2 hours to fix the and replace the broken problem. The evening activities (dinner and visiting the casinos )
This was supposed to be a pleasure trip that I had been looking forward too. I am disabled and have an incurable /rare disease called MDS (Myelodysplastic Syndromes -a severe blood cancer disorder). I was at a point that I was able to travel out of town for a few days before additional treatment. I was so looking forward to this time.
I was unable to enjoy my trip due the above circumstances and incredibly sad when I returned home. I would appreciate an opportunity to return to the Delano Hotel for 2 nights when I am able to travel.

Look forward to hearing from you.

Sincerely,

Joan Powell
[protected]
[protected]@aol.com

Pls help me for the third party group that manipulating my game now I won on. The slot for jackpot and the Leo is hang now not giving validating the money

To whom it may concern I am doing a follow-up from the incident that happened on August 16th 2021 at Excalibur Hotel at the VIP area in the pool area I continue to still relive this nightmare what happened on August 16th in the pool area should not have happened no one has reached out to us no one has checked on us no one has reached out for feedback the only thing that we received for the incident was about your for drinks this was a birthday for my fiance he made 51 we have my mother-in-law out there she's 80 and security with their guns pool management to throw us out of the pool area we have been there all day what's really sad is you guys asked for feedback on how the staff did when customers come in on that day we got pushed off on several people no one wanted to come talk to us the one person that did come gave us vouchers it's sad to say that no one wanted to take the initiative to come and talk to the customer to find out what happened until the day after which was the day that we checked out we didn't complete our host a we had three rooms for a few days there we checked out on the second day I'm very disturbed by this huge corporation like this would treat their gifts in the manner and then not reach out to see if everything was resolved no one has reached out to us thank you AleishiaTurner contact number [protected] email address [protected]@ 28 gmail.com

I drove nine hours to find out they gave my reservation away and they didn't seem the least bit concerned about fixing it, downgraded me to another room without a functioning toilet, didn't do anything about it after asking twice, never refunded me after asking multiple times, and the staff treated me like garbage and were super rude. I'm still here and I need a place to stay.

I purchased 2 adult tickets for The Beatles Love by Cirque Du Soleil at the Mirage, for October 23, 2021 at 9:30p. My confirmation number is [protected]. I paid $353.98 for the two tickets. Since this date was during all the airline problems with delays and cancellations, that is the reason I did not make it to the show. My Delta flight should have gotten into Las Vegas at 4:06p, which should have been plenty of time to get to the 9:30p show. However, flights were delayed and delayed, etc. I finally had to rent a car in Moab and drive to Salt Lake City to take a later flight, arriving Las Vegas at 10:19p. I did call the box office and ask for a refund, which was granted in the amount of $316.08, which I am very thankful for! I was given the option of going another night, but the following night, I had tickets to The Blue Man Group, which was also an MGM show, and I would have swapped out, but I don't think The Beatles Love by Cirque du Soleil plays on a Monday night. However, none of these things were my fault, and everything I planned was within reason, so I thought. Anyway, I am requesting an additional refund of $37.90, which was defined as a service fee.
Thank you in advance,
Rhonda Blocker
260 Taylor Denton Lane
Harvest, AL 35749
[protected]
[protected]@knology.net

Yes I'm filing a complaint couldn't get no service in the casino. Both places I ate were disgusting ask for a refund at the buffet all my food was COLD. I met four other family members there and they never coming to your casino again.. Then I ate at Dicks my steak was the toughest thing I ever ate. Couldn't get no sleep on the 21st floor because of the traffic on Las Vegas boulevard. Then children just everywhere when I walked around. You also had homeless people sleeping when I would walk to the Luxor.

To whom it may concern,
I have tried calling multiple numbers trying to reach MGM corporate or HR to have my voice heard and changes made on the way domestic violence is handled at their hotels. I have wrote a letter that was supposed to be posted on their corporate site, only for it to never be posted. My letter asking where my initial complaint letter was, was posted but not my letter describing the incident.
Sept. 23, 2021 check in process at the Luxor was so long. The employee checking us in was rude. We finally get to the room, put our stuff down and leave to meet friends. We don't come back until after 11pm exhausted and looking forward to crawling into bed. That's when I noticed the bed was dirty. It had what looked like black shoe marks on the bed. I called front desk, on hold for over 20 min. They offer to change rooms but not until next day after 11. I ask for new bedding at least. Wait forever for housekeeping. She only changes one sheet. I ask for new pillow cases. She argues with me that they haven't been used. She changes them. We get another room around 1 the next day. I asked for a room closer to the casino as I am disabled and the long walk to and from room was difficult. Assured that could be accommodated, it in fact, was not.
I won't list every problem we encountered during our stay as my main complaint happened September 25/26.
My husband and I came back to our room the evening of the 25th following the UFC fight. We were checking out the next morning so we went right to bed. Well, unbeknownst to me, my husband had drank to much during the fight and went a little crazy. Unfortunately, we have had a previous domestic violence resulting in myself and my children leaving to stay at the YWCA and eventually finding my own place to live. He was trying to rekindle things only to have made things absolutely worse in the end. So I've been here before and thought nope, removing myself from the situation before it gets worse. I began packing my stuff. He's yelling and then kicks me while I'm on the floor packing. I hurry with my stuff out the door and to the front desk. I am crying and extremely upset. I ask for another room or to check out as I don't want anything to escalate any further, I am told the airport is closed and no other rooms available. They can ask him to leave ( which he took off) but if I check out he has to because I'm the primary. I don't want to rock the boat by them having him leave the room (had he not taken off) so I said I would return to my room. As I'm turning around to leave I am informed that if any other incidents happen and I let him back in the room then I would be evicted and would be trespassing and could be arrested. If you know anything about abuse you have no control over any situation and you will do whatever you possibly can to not rock the boat or anger them any further. Dreading the return to my room, I enter it and he's gone. I lay in the bed with my purse crossed over my shoulder and my shoes on. He comes back to the room straddles on top of me . Proceeds to head butt me, punch me in the face, grind his head into my head and head butts me a few more times. I lay there without screaming as the front desk employees words were going through my head. I didn't want to be kicked out so I don't cry out for help. But then I'm like, no I have to call the cops. Surely, I will be protected, as this is not my fault. I scream " help, help!" I get him off me and call 911. He takes off again. Security comes up, two men and 1 female. They start out trying to piece together what happened. They were sympathetic, got me an ice pack for my face. The cops come take the repot, go down to car to bring me paperwork. Security thought they left and suddenly became very rude and said, " You were told any other incidents tonight and you will be asked to leave."
I'm an emotional wreck, can't think straight, don't know where my husband is or when he might come back and now I am told to leave, like right now, this instant. We were leaving for the airport at 530am. At that point it was about 215am. What am I to do until then? How am I getting to the airport? What is happening? Why am I being kicked out to be exposed to possibly encountering more abuse from him?
So, I start haphazardly packing while the three security guards just watch me struggle trying to zip my suitcase. I finally yelled, " If you're going to just stare at me, then help me!" One yelled back, " I'm not staring at you!" I then said, I'm taking everything back out and packing it right. They kept telling me to hurry about about it so threw everything in there and then couldn't zip it. So they were irritated that I started packing all over again. I kept saying it was ridiculous that I was being kicked out, no where to go with all my stuff, no money, no time to think to even make a plan or anything. And to add insult to the injury, I'm disabled. So they are kicking out a disabled person who just went through domestic violence and is very traumatized. They kept saying, " you were warned and the front desk made the decision." So I had two choices that night. Not cry for help and Keep getting beat on or cry for help only to be kicked out and treated like I am the abuser and not the victim. As I'm walking down the halls, embarrassingly escorted by security as people stare at me, I'm read my "rights" like I'm being under arrest. Told I'm trespassing and if I come back I'll be arrested.
Oh, I forgot to mention the police thought it was ridiculous what they were doing to me.
So I went to the front desk to beg and plead to be able to stay. Only to be told sorry you've already been told and we can't change the decision.
They walked me out of the doors of the hotel in the middle of the night where I sat on my luggage for the next 3 hours. There I sit, Exhausted emotionally and physically, trying to stay awake so I wasn't robbed or raped and having to deal with all the drunks walking by. I also have to deal with my husband tormenting me for the next few hours as well. Remember, he took off, security said they would look for him, I'm sure to only kick him out and nothing else. Afraid to reach out for help again I endured the torment. Eventually having to share a taxi to the airport, sitting with him in the airport, missing our flight, having to endure even more hours with him before being able to get home to my own safe space. The Luxor staff failed me miserably and to any other women that are subject to domestic violence while in their hotel. Instead of protecting me, they did nothing. My question to the Luxor staff, who do you want to play you in the Lifetime movie that will be made? I am certian a death will happen on an MGM property as a result of domestic violence because of their actions or lack of.
What I want, I want some kind of compensation for the abuse, pain and suffering I to endure all because the staff failed and refused to do anything when I first tried to avoid any further abuse, during and after. I also want, no demand, changes to all MGM properties in the way domestic violence is handled by their staff. This is obviously standard procedure and it has to stop. I have read so many complaints that kicking people out is security's go-to when it is unethical.
This is a very serious matter. I will go to the news stations in Vegas and all social media platforms, not as a threat but to have my voice heard for changes to be made on hotel policies in Sin City.

Stayed at New York New York hotel on Las Vegas strip. Someone compromised our locked room. Stole my husbands iPhone 12, my AppleWatch, a new duffle bag with 3 pair of new jeans, 4 pairs of new sweat pants, 4 shirts and new undergarments. Hotel acted like we were bothering them with our complaint! Only offered food vouchers!? We have not been contacted to follow up on the so called investigation and to let us know what kind of headway is being made. This is VERY unacceptable and unprofessional. We were robbed in our own locked room and no one can figure this out? I refuse to let this go and will e heard

They offer promotion based on play but dont live up to producing when it comes time to collect. the asain host at Excalibur is the most rude old bag of bones ive ever come across! If I was Asian im sure I would of been treated a whole lot better! That old lady litteraly laughed in my face when I asked to speak to the casino manager & refused to give me her boss name. I came from California to las vegas to be treated like [censored] I guess

I booked to stay at the MGM Grand while I got married in Las Vegas last week.

I booked through booking.com and messaged the hotel through the app to let them know it was a special occasion, I got no response.
I called the hotel and waited on hold for 45 minutes before being cut off to get through to concierge to ask for a special request.
I message on the MGM app and send an email asking for a special request for our wedding and again, got NO RESPONSE.

When we checked in we told the receptionist we had got no response from all channels and asked her if our party could have rooms close to eachother, she said no unless we wanted to pay a further $150 per night (she also didn't even say congratulations).

To no surprise, when we got to our room... our special requests had not been completed.

During the stay...
- We were woken up daily at 8-8.30am by cleaning with them banging and shouting on the door.
- The key cards did not work in the elevator which meant we had to ask the cleaner to give us entry to our floor or
- The towels in the room had weird orange stains on them (called down to complain and took pictures of them!)
- The shower leaked into the toilet flooring (called down to complain and took pictures!)
- No fridge in the room
- Tried to make a reservation at concierge the told me to just walk to the restaurant and book (the restaurant was inside of the hotel)

After the stay.. Our flight was unfortunately cancelled due to tropical storm Ida so we had to stay for an extra two nights.
when rebooking the room at the front desk I asked the receptionist if she would need to rescan the key as it had gone past check out time. She looked at me as if I was stupid... sure enough after doing the very long walk to the other side of the hotel the key card did not work, when I went back to reception she told me I must have been doing it wrong. So I had to go to concierge and ask them to update the key.

Overall the whole stay was not great to say the least. They made our wedding break unpleasant, inconvenient and disappointing.