MGM Resorts International
Reviews and Complaints

MGM Las Vegas - no ice on 25th floor. Ice machine not functioning. Was told to go to different floor, however not able to access any other floor due to security issues. Then was told I needed to go to front desk and ask for a key to another floor. No effort made have ice delivered or Ice machine filled, but said I needed to locate a working machine. Worst customer service I ever experienced. The employees we spoke to thought ice wasn't that bid of a deal and we could find ice if we really wanted to check various floors, although agreed it be difficult to gain access to other floors.

Dear whomever this may concern,

I just wanted to share my recent Vegas trip experience from dates Friday 8/20 - Sunday 8/22.

I recently graduated with my bachelors in science at Northern Arizona University. For my graduation and early birthday present, my best friend and I decided to travel from PHX to Vegas for WWE Summerslam. We had entire agenda of activities starting Friday night which included VIP seats at a comedy club and dinner reservations at Gordon Ramsey Pub and Grill.

It all started when him and I arrived at the airport and got to our gate at 12:50 for our flight departures at 2:14. We were flying frontier. In a hurry to grab food and a beer before our flight we quickly sat and ordered but got a text message saying our flight was delayed to 3:00. So we took a deep breath and leisurely finished our food and drinks. Around 2:30 we walked over to our gate to see that our flight was no longer showing at our gate, in confusion I walked up to one of the staff members and inquired about our flight. They responded and said they had to give our plane away to another flight but we have a plane that'll be ready for departure at 4:45. Vividly upset, we decided to go with other passengers to go get some more drinks because we couldn't let this ruin our vacation. Mind you this was my first vacation in over 2 years because being a full time student and employee, there was rarely any free time.

We got to the bar and had a great time, knowing we could make it to our comedy show at 7 still and our dinner reservations at 10. This is where our last sense of optimism laid. While sitting there with other Vegas passengers, we all got a text saying our flight is now delayed to 5:30. Continuously trying to make a good time out of this situation, we sat there until about 5. A swarm of patrons inquiring about their flight go Vegas was at the gate asking staff what's going on since there was no updates given and we should have been boarding. They end up delaying our flight to 6:45. Back in angry mode and our buzz nearly gone, we all just took a deep breath and drank for another hour.

It is now 6:00PM and the entourage of Vegas passengers eagerly waiting for an update was mortified when they ended up telling us after 30 minutes of hassling for updates that our flight got cancelled and we could go to another flight at 7:00am the next morning. Somehow we got lucky enough to get on another flight that left at 10:15 PM.

For the next 2.5 hours we wondered terminal 3 and terminal 4 looking for food because almost everything shut down at Phoenix Harbor Airport at 7:00 pm. After making last call at a Panera bread which included premise sandwiches and bottled water. We walked back through security for the 4th time of the day to terminal 3 where we waited 45 more minutes to get on our flight. The airport food and terminals did not satisfy enough as a Gordon Ramsey restaurant and a comedy club.

The time has come, 9:40pm. Time to board our flight. We board with no problems and get in the air, 45 minutes later we touch down in the Vegas airport. The pilot parks his plane on the tarmac and announces that the airport was not prepared for us and we will be waiting about 15 minutes to park the jet.

That 15 minutes turns into an hour-fifteen. We finally disembark the metal bird and make our tram ride and countless number of escalators and lines to the front of the airport. The time is now 12:20am.

Since our friends who drove there planned strategically, they were already in Vegas for over 7 hours and since they couldn't pick us up because they went to our show and went to our dinner reservations, which involved heavy drinking, we had to take a cab. After 20 minutes waiting for a taxi and $20 later, we made it to our hotel at Excalibur.

Exhausted and mentally drained from the constant run around with the flights, we were about ready to call it a day and be prepared for a long day the next morning. However, we wasted our entirely perfect day traveling 13 hours for a 5 hour car ride. The taxi driver on way told us not to let it ruin our trip and make the most of it. I showered, ate cold and soggy fish in chips, took a shot, and went downstairs to gamble until around 5:30 am Saturday morning.

I woke up a couple hours later optimistic that it was going to be a great day. My buddy and I grabbed a quick snack at Shake Shack and proceeded through casinos, eyeballing tables to find a minimum we enjoyed. Our real target was a fabulous restaurant named Matteos located in the Venetian. This was the highlight of the trip. We were treated like royalty and respect which was long overdue since the beginning of our day the previous day.

After the highlight of my trip, we took a cab to Agilent Stadium to watch WWE Summerslam. We arrived grabbed a beer and watched the preshow which ended at 5:00. At which point I wanted to get a snack and another beer. I go to a kiosk, they open my beer and proceed to process my transaction. My transaction was declined, in shock, I use another card, then another. While I was fumbling because they didn't take cash, a lady next to me tried to check out and she had the same problem. They told me the system was down and couldn't give me my food or beer, I even offered the cashier cash and said keep the change and pay for it yourself when the kiosks opens up. He declined and I went back to my seats empty handed.

I periodically checked between matches to see if the issue was resolved and line behold, they ended up closing down shop. So I sat watching the event hungry, thirsty, and sober.
I was a couple years removed from the current wrestling programs but I have been a life long fan, the overall event had 3 decent matches, the rest was filled with mediocrity and time fillers.

Slightly upset, we leave after the show and get an Uber to Fremont, hoping to finally sit at a table that didn't have a $15 minimum.

As we arrive to Fremont, it was packed because Steven Adler was performing in the middle of the strip, it was cool but made going around very difficult. Quickly dodging in and out of people, stone cold sober, we found what I was looking for, a blackjack table with a $10 minimum. I was finally relaxed and having fun, drinking and playing with the same $100 for about 3 hours.

Hunger was approaching us and exhalation was near, we decided to catch a ride back to the hotel and make yet again another trek to get some food. Settling for a subway over a mile away, whilst on the walk my buddy Sean told me he was exhausted and over Vegas and asked if we could move our 2:00PM flight for the next day to 6:00AM that morning.

We arrive at the hotel at 3:00AM, quickly eat, pack, close my eyes for 15 minutes, and make my way to the airport at 4:00 AM to make my 6:10am departure. After getting through security and getting a beverage and snacks we sit and wait to board. Our board time was 5:40AM, at 5:30 we get an announcement saying boarding is delayed 10-20 minutes. After 20 minutes we start boarding, get on the plane and I feel relaxed and closed my eyes hoping to wake up in 45 minutes in PHX.

Before I fell asleep, I coordinated with my dad to pick me and my buddy up at PHX airport, I send him our flight information, put my phone on airplane mode and fall asleep almost immediately.

I wake up an hour later to the pilot saying something along the lines "I apologize for the wait ladies in gentleman, hopefully we will be able to take off soon."

At this point, running on little sleep, a packed and warm plane, the mask on my face started to feel suffocating as anxiety started to set in. 20 more minutes go by and the pilot sincerely apologized and told us to disembark the plane. In moan and groans, we leave the plane. I call my dad and he was confused to hear I was still in Vegas. Apparently, Frontier did not update their flight information at the cell lot or online and from his end it said we were on time and landing soon. I was still in Vegas.

My dad said he could get me on a southwest flight at 12pm if we didn't get an update in an hour, it is around 7:30am at this time.

15 minutes after disembarking the jet, they ask us to board. After 30 minutes of boarding we get up in the air, I close my eyes, wishing for this vacation from hell to be over.

I wake up as we land, my buddy and I run to the end of the terminal, thankfully we were just carrying backpacks otherwise I have a feeling this trip would have been worse. We get in the car and drive home where I slept for a near 18 hours to recover from this mental and physical drain.

My one vacation I've had planned for months was absolutely subpar, ruined. From the horrendous communication by frontier, the money I lost waiting at the airport, the tickets at the comedy club, losing a night at the hotel, the experience lost at Gordon Ramsey's, the sad WWE event, and further issues with Frontier.

In conclusion, I basically went to Vegas for an amazing lunch.

Thank you for letting me provide feedback,

Joshua Lessell

I checked into the Excalibur in Las Vegas on July 30, 2021 and will be checking out on August 10, 2021. I am here for support for a friend that is attending a Paparazzi convention at the MGM across the street. Because she has a inability to walk long distances she rented a scooter to travel between the to hotel casinos. Because of this of this I parked in the Valet parking on Friday July 30, 2021 on Sunday August 1, 2021 we got the car only to find that I had to pay $60.00 to get my car well now if I figure this correctly I will be paying for my entire stay $300.00. My stay at Excalibur is in excess of $1200. When you are paying over $1200.00 for a stay you don't expect to pay $300 for parking especially for a person that has a problem walking.
I spoke to a associate at the hotel front desk she said it is not a concession of Excalibur it is a private concession. This is the first time I have had to pay for parking at a Las Vegas hotel and I hope its the last. I so no problem tipping the valet driver each time I fetch my car. I will not stay at any MGM Resorts again until this problem is fixed. This company is getting more and more like Disney high executive salaries and raising the cost to attending the parks to the extent that many people can not afford to attend. At what point is to much to much.

how was my recent visit to the Beau Rivage

Less than satisfactory, but I will say the Steakhouse was very good and the personnel was top notch, wish I could say that about the rest of the food and employee attitude, which was way below what I would expect from an MGM property. To top it off the casino host told me since I won they couldn't comp anything on my bill, that the casino had to come out on top. Even the toilet paper was B grade. I hope this is not indicative of the way MGM properties are being managed.
On a scale of 1 to 10
Steakhouse 9
Rest of food 2
Room 3
Employee attitude 4
Casino host 1
Overall 3

Even though I have always enjoyed my visits to the Beau Rivage in the past I doubt I'll ever go back.

Alfred Merrill
M life # 3529834
ph [protected]

1st let me start by saying my wife who is celebrating her 44th birthday yesterday was with my 70 year old mother at your casino yesterday no yesterday. It was approximately 9:30 p.m. give her take I was not there I was at home recovering from surgery I am a retired Cleveland police officer listen. My wife was approached along with my mother and another friend By one of your security officers and asked to be escorted back inside the building from the Smoking area. She was then questioned about selling jewelry to other guests when my wife opened her purse and showed them she had no jewelry she should have been let go at that point. Instead there was now 4 security guards around my wife and my 70 year old mother who again were there celebrating my wife's birthday. The security officers were not very professional I understand they have to investigate but within 10 seconds they should have realized that they had the wrong people apologized and told them to have a nice day instead they detained them for approximately 20 more minutes questioning him about some jewelry trying to be sold in the casino to someone but had no information of who what where or when. At that point that's unlawful detention borderlining Kidnapping. At least they should have been apologized to by the security officers that they were the wrong people but no instead they were insulted about my wife being Asian wife being Asian and that They were questioned out in public in front of the view of everyone which was deformation of character. Before I take this any further I want to be contacted by the security supervisor and a supervisor that handles these types of complaints. I understand investigations have to be done done and that crimes happened inside casinos but my wife was there celebrating a birthday . I would like someone to contact me by Monday morning if not then I will take other actions.. You cannot treat your guests like this and expect people to take it and come back the fact that my wife identified herself as a police officer's wife showed her her ID and allowed them to inspect inside her purse was a problem. She was more than cooperative while your officers were not. This kind of kind of conduct cannot go on and I will see that it does not . You can contact me anytime at [protected] my name is John Krall.
My wifes name is Mercy Krall which should be in a incident report from Mr Harrison along with my mother Susan Gokey.
All this could of been cleared up if they would review the actions of my wife while in the casino or just questioning the people around her!

Sincerely
John Krall
[protected]

hello .
i have come complaing about my staying in Excalibur resort hotel .i supposed to stay from 6th of july 2021 to 9of july 2021
i ma so sorry to tell you that in my stay in your hotel me and my duaghter we were attacked by bedbugs in your hotel .i was very disappointed .therefor i cut my staying to 2 nights only .try to take car of this matter

Well were do I start, for a 4 star hotel my husband and I were very disappointed. We had a 1 bedroom suite with a balcony in Tower 1. The bed was hard as a rock it felt like we sleeping on just the box spring. The hotel is supposed to be smoke free except in designated areas and all we could smell was pot all thru out the motel. People were smoking pot in there rooms and it would filter up to ours thru vents and if we had the slider open it would filter in that way and people were smoking pot in there elevators. They have a Starbucks in tower 1, but it's closed Tues-Thursday. (Which no one told us) We had to walk over to the MGM Grand Hotel and get coffee. The lounge was closed Tues-Wednesday. The air conditioning didn't work very well. We had both the thermostats were set at 60 degrees and it felt like 70 or warmer.
The hotel room it self was nice, the maid service staff were very pleasant and did a great job cleaning room, the front desk people were pleasant. Overall I was disappointed in this hotel. Our stay was June 8-11th, but we left on the 10th because of all of this. We stayed at the MGM Signature Tower 1 on the 28th floor Room 601.

the employee in question works at gold strike in tunica ms, he is vary racist, the gold strike has done business with my company in the past, he had a personal problem about a post i posted on face book, so he stopped the gold strike from buying from my company, i called and talked to him to explain my reason that i posted the post and i was sorry if that post offended him, that it was not my attention to offend anyone, he did thank me for that call, but it was months before he came back in to do business, and things were fine for a while till yesterday, he has contacted one of my employees calling us racist, we were exploiting the black dollar, posting racist comments on face book about my company, i been building this business every since 1987 and we are NOT racist, and i think something need to be done about this employee before he gets gold strike into a law suit, thanks Danny Metcalf ceo Bullfrog Corner Pawn & Guns please contact me [protected]

I stayed at MGM Las Vegas for one night. I noticed several double charges on my debit card. After checking out and being told that about $150-200 would be refunded, I was charged an additional $145. This is unacceptable. For such a large company, nothing about my stay was worth the money. When I checked out, the staff was rude and dismissed my concern about the additional charges from the resort and the vending machines on the property. Such a disappointment! Definitely won't be staying here again and wouldn't recommend the property.

Horrible! I went to the desk and waited in line 3X and each time I tried to use my new Gold Card update, the Machines would also say Pin Locked! I was not able to play on my card so I didn't play at all! Many others were having same problem! This is unacceptable..2 hour drive down and back for nothing! And Borgata lost alot of play by me who usually plays the $ machines! I am cutting up the cards and in order to get me happy and back to this establishment, after this disaster, I expect some free slot $$s added to my account and FIX the damn computers so I can use the card! I had free money to play but no access..So I left and went to another Casino who gave me no problems at all...MGM's LOSS! Let me know what you intend to do for me to encourage me to stay with the Borgata..I already have free nights so I want $$$ comped to me...Place should not have been open since it was so screwed up and obviously the computer and machines are too! Let me know what I can expect if you want me to come back ever again...

on April 20th I made a hotel reservation for mgm grand detroit. And also for dprime restaurant. Long story short. I had to cancel both reservations. I called shortly before 10am on the 21st to cancel the hotel reservation which was granted I thought. But also cancel my dinner reservation. Which I later noticed they sent me a confirmation email for the dinner cancelation. Never received one for hotel. Same phone call I believe same person handled both. Did the hotel one first. Anyways went there last night to find out I had express comps left because they used it for a no-show on room. Called vip basically told me I'm [censored] out of luck. Was hoping to get this comp back. Player id [protected]. Didn't even know about a confirmation email. Or I eould have looked out for one. Wondering how ball got dropped. And who was responsible on your end. Canceled hotel before dining on same phone call

I booked a room at Excalibur for six days beginning April 11, 2021, using a promotion I received via email for "3 nights free". Upon entering the room I was completely disgusted. There were reddish stains on the carpet, wall paper coming off walls, heater vent bent, filthy chairs with stains, and garbage tucked in the window sills.

When I complained to desk staff, I was told "those are the promotional rooms" and if I wanted to upgrade I could for additional charge.

I can't believe the website advertised how clean and safe it would be post-pandemic and this is how the condition of the room was!

Upon arrival at 3:00am on April 9th, 2021. I was checked by staff at a empty hotel desk. Staff seemed to be struggling to get us checked in I was eventually in my room by 345 am. Room was ran down, I felt I was highly over charged. Location was horrible. Around 11am I requested I be moved, staff abliged. My second room was much better however it was a struggle to get any food. At 330 am myself and my husband were awakened by a loud alarm, smoke detector. Eventually staff came to our room with 6 members to reset an alarm half unclothed I was very disappointed to see so many ppl entering my room before I can get dressed. Furthermore upon wakiking update for a long drive home, I requested a late checkout at 11:48 am. And was given 10 min! So paid for 1pm late check out. I really want my money back. This was my worst Vegas experience ever

Check in on March 9th, 2021 4 hour wait for our room. Didn't even get the room that was assigned to us. Room assigned was to call "The Spare" room to me by management on March 10th when I complained about it not being cleaned. I was told that only my Resort Fee could be refunded and that it could be inspected this time after it was cleaned. It was still not to standards after it was cleaned on March 10th and I have pictures to prove the before and after. Broken office chair, refrigerator didn't get cold, the amount of dust and dirt made it hard for me as having Asthma. (Yes, this was explained to the manager on March 10th) And our room was located on the 23rd floor at the very end of the hallway. Not once did we get an apology from any of the staff for our inconveniences. Instead, we were treated like locals who come there all the time.
On March 12th around 4-5:00am I made a request for a later check out. I was told that special accommodations could not be made cause the room needed to be cleaned right away. I would have to check out and then check back into a room and pay $30 to $60 depending on how long we needed the room for. I was yelled, yes yelled at by the front desk for asking for a 1:00pm check out and that they had given us more than enough for taking our Resort Fee off of our charges. But they still charged us for the room upgrade when I got my final charges.
My husband and I saved our hard-earned money to go on this trip. We have never been treated like this even at our own local casino. The filth of the room was disgusting! To be treated that way and to have to wait for as long as we did to get into a room that was the "Spare" was not good customer service at all! I will never stay at Excalibur again! I want all my money back!
For some reason it's not letting me load all of my pic of the room. We stayed in room 23175

Karen McQuality
[protected]
[protected]@gmail.com

My host Anthony little booked me a room and made reservations at the voltaggio brothers steak house for my girlfriend dinner on [protected]. He told me to put the bill on the room charge, and he will take care of it. When I checked out I texted Anthony to please take care of the bill but no response. A week went by the hotel kept charging my girlfriend credit card I texted, called Anthony no response. I personally had to go there and asked about the bill that's when Anthony finally text me back saying he couldn't take care of the bill. I called he's boss Tanya Merrill told her the situation asked her even if she can go half with me, but she said sorry nothing I can do for you. Furthermore, I'm very unhappy after a $30, 000 lost in January I have only been comped $190 high limits bar, $75 Saigon street, $37 shake shack, $100 high limit bar and six nights at the hotel. Walter Izquierdo players #[protected] phone # [protected]

When I reserved my room online I paid the $226 dollars and in the room description it said we would have a view, when we checked in friday we got to the room and realized we had a horrid room view for what I paid for. Saturday I went to the lobby after spending money in the spa and the clerk told me she could move me to the 26th floor with a better view nd it was only 40$ more (she said she was giving me a $10 discount) but when I check my account when I got home I was charged another $133.79! What?! I spen 360$ on a [censored]ty room?! She lied to me and took more money from my accolunt and I want this corrected asap! Or I will call my bank to dispute this incorrect charge on my account!

confirmation # 801262533,
Hi my name is Cecilio Torres, for the past 10 year my wife and I go to celebrate
Her birthday at one of your resorts at las vegas, this year we made reservations 12/1820 to 12/18/20 are room #20348 saturday 8 pm a woman in front of our room star to scream and kicking her door for about 5 minutes are next door neighbors room #20347 call security the woman keep screaming, and kickin the door I went out told her to come down, I call security 2 times after that, the woman said she had two babies inside and the her boyfriend, was not opening the door, and that she fear for they safety, I try to kick the door open but I couldn't, 5 seconds before security arrived, the boyfriend open the door she goes in and security blame us for disturbing,
We try to explain and it was not us they did not investigate the administrator came and kick us out I told them to check with next door room 20347 but she was out of her room, it was a bad experiences, and unfair I was charge for damages, when there is none, the worst of all, the administrator said now we are no longer welcome at any of your resorts. Please re evaluate your decision.

I have a very serious complaint about Mandalay hotel. The staff was unprofessional. They don't tell the truth. In December 26, 2020 Gage who refused to give me his correct name called me personally threatened me accused of false information and threatened me and my husband. He claims he's the mgr at Mandalay Bay. He canceled my reservation kept our money. Threatened me that he personally and physically will through me out of every mgm resort In the world. He said exactly "you know what you did " he threatened my spouse who was on the phone as well. When I called back to ask for head of security he once again blocked me from talking to anyone. A consumer has a right to ask about payments and room types. He was prejudice and antisemtic against us speaking in a foreign language. I would like to speak to someone above Gage!

Good Morning

This complaint is in regards to a reservation that I have coming up in just 15 days. This reservations was originally set for the dates of January 11 - 18, 2021 at The Mirage Resort Hotel. The reservation was for a One Bedroom Tower Suite for the week, and upon just browsing your website I noticed that there was a message saying that the Mirage will no longer be open for business on Mondays - Wednesdays. This message does affect my upcoming reservations since the reservations are from Monday - the following Monday for check out. At the time of noticing this message I had my girlfriend to call the hotel and find out if this was true and how it will effect our reservations. Since that time I have no had a phone call or email in regards to this reservation which is very disheartening. I have in the pass away looked to the MGM Resort hotels for my stays in both Vegas and Biloxi, yet this experience has been one that has had me questioning the value of my business with this organization. I did look and saw that since the resort that I scheduled for the reservation was 1250 square feet yet upon speaking in general with someone at the Mirage they stated that all guest affected will be moved to the Aria hotel. Well my problem again is no one has reached out to me in regards to this, and the tower suites at the Aria are 250 square feet smaller which is a huge problem for me. At this point I have had my girlfriend to make complaints not only with the Better Business Bureau but with other sites to alert others of the Customer services practices that have been displayed. Again we understand that we are in different times but that doesn't give your company the right to slack in customer service practices. This should actual be a time when you want to show that you are the Best when it comes to Customer Service since most hotels in the hospitality business are suffering majorly right now. With that being said I expect to receive a call in regards to this upcoming reservation and to possibly keep my business in the future I feel that my current reservations need to be upgraded.
The reservations information is as followed:

Adrian Jordan
[protected]
email information: [protected]@gmail.com

Reservations was done through the Delta site and the confirmation number is [protected].

The dates of this upcoming reservation is January 11-18, 2021 for the One Bedroom Tower Suite at The Mirage.

I think it was said that you will get the same room which will be the Tower suite at The Aria but again that room is far smaller than the room at The Mirage.

Terrible from the get go l. Got there at 2 in the morning on a Thursday night after booking my reservation a month in advance. I was told that my room had been canceled by my third party and there was nothing they could do about it. My third party tried to contact them because everything looked good on there end and they said they just kept getting put on hold. Anyways. Got charged $255 by my third party and $440 by the Luxor for 3 nights oh ya and the $111 resort fee. Air conditioner in room was broken. Called and they said they were going to send someone up. Never did. Called again and they hung up on me. Room was 85 degrees the whole trip. This was me and my wife's wedding weekend and the service we received to help was very poor. This will all go in my google and yelp reviews