MGM Resorts International
Reviews and Complaints

For at least a month I have been unable the access the calendar rates when I'm logged into my Mlife account or MGM app; I can log in, but when I look at my "offers" and attempt to view calendar rates, it says "sorry an error has occurred please call 1-800...error code GS...". I have used a couple of different devices with the same results. I have sent several emails and called MGM several times and have been told "I.T." would look into resolving the problem, but a month later nothing has happened. I'm trying to plan a trip in September 2019 and being able to utilize the promotional calendar rates is helpful in determining what dates, which hotel etc. Please assist in this matter. Thank you.

Hi,

We were staying in 28-321 and while trying to get ready to check out this morning, our water was shut off without warning. We called the front desk and we're informed they shut if off for an hour. We had to continue to our next destination so would not be able to extend check out to get ready later. We were unable to go to the bathroom, shower, refill our water, or put contacts in etc during the time we needed to use the bathroom the most. Overall this left a negative impression of the property.

However, our experience the night before at top golf was wonderful - so thank you.

Third visit to Bellagio and we were stunned by the lousy and unprofessional customer service after a simple request was denied...
We simply asked to get a bathroom scale in our room...which should be nothing special in a 5 star hotel at +300€/night...
Unfortunately NOT at Bellagio where the staff first ignored our request and then simply refused to grant it since it is not "mandatory" in the room's tariff..!?
Never seen such a poor customer service with special mention to Mike who proved to be a shame of Operations Manager, who couldn't care less about customer needs and requests!
This ruined our experience at Bellagio and our desire to come back again.

I Stayed at MGM and wanted to share the disgusting room I stayed. This property is not a resort quality. How dare you advertise as a resort and charge your guests additional resort fees. Attached please find pictures of the shower floor and corners. It was covered in black mold. On top of that the room was as small as a closet with no windows and smelled like mold. I am requesting a full refund of hotel charges and resort fees. I travel to Las Vegas frequently and I am willing to give the Mlife properties another chance if you want to comp me at a different resort.
Edna Shahvosian
M life Rewards Account number:[protected]
Phone# [protected]

Accurate Building Maintance has a Fenlon working for them in your corporate office off sunset he is on parole for murder and working as a janitorial in your buildings
They are trying to get him cleared to have keys to those buildings. Why he is stealing candy and food from the desk of your employees,
They keep sending other people to these buildings at 950, 975 Greir so they can let these people in to clean cause the man has no badge to get into these buildings.

Mrs smith is meth user, whos stealing credit card info from guests at your establiment. The photos i will send came from her phone you should be able to check the accuracy of my complaint by cross-checking the names with your guests and you can verify my complaint of her being a meth user by just testing her don't take my word for it test her.

I am a security officer at another casino where she attempted to use one of these cards. She left in a hurry leaving behind her phone and other items. This is wrong and i do not want someone i know to become a victim if and when ever a guest at your casino. Peoe like her should not be in position to handle credit cards, cash, or anothers belongings. Obviously from her profile shes worked for your casino for some time. You can only guess how many victims there are in that time frame.

I frequent the mgm casino in detroit quite often. I spend a lot of money in the casino and I have also paid for services in the spa. My last visit was on sunday April 7 2019. I played slots for few hours and lost about $400. I proceeded to the food court around 1230 am. I ordered a sandwich an order of cheese fries and a pop from the national coney island located in the Breeze food court. The cashier was rude when I asked if she heard the cheese fries ordered. I paid with my comps and proceeded to get my food. I placed my reciept on my tray recieved my food one of the cooks took my reciept and I sat down. When I opened up my french fry box there was no cheese on the fries. No big deal. So I took my food up to the counter where customers recieve their food. I explained to a male cook I was supposed to have cheese on my fries. He rudely daid where's your reciept I stated the female cook took my reciept when I recieved my food. He then went over to the cashier I assume to ask her about my order when she exclaimed loudly "I didnt take that ladys order" I then said to the cook yes she did. (Shes the only cashier) He walked away then came back and rudely asked again if I found my reciept. Which I replied again they took my reciept when I recieved my food. He walked away and left me standing there for about 5 minutes. I decided its not worth it grabbed my box and proceeded to my table to get my things and leave. On my way out the rude cashier was bad mouthing me to another customer loud enough for me to hear about 15 feet away. I spend a lot of money there and do not appreciate the rude customer service.

March 11, 2019

re: MGM Detroit Michigan
Engineering Plumbing Department

Jeffery Jackson: Director of Engineering

To Whom It May Concern:

I am writing today on behalf of my husband (I will leave his name off until I get a phone call back from someone who will do something) who will also be submitting his own hand written complaints. I am writing this letter because I am sick of seeing my husband come home crying from the awful treatment by management at his place of employment! I'm sick of having him in a bad mood constantly around myself and my children because of how poor he is treated. I am praying someone reads this email and responds. We've all seen undercover boss years back... where is this guy now in his most profitable MGM resort? Why doesn't he come to Detroit and look what a mess this place is?! I am not trying to turn this into a "racial" issue, but my husband, along with several other skilled tradesman there in same department are under 'African American' management and they are all having the same issues — just a little ironic. I work in HR for one of the largest healthcare companies in the world and I could never imagine treating my employees this way, especially some of the best skilled workers! Shame on MGM!

I'm not even sure where to begin. My husband has worked for MGM for over 2 years now. He is a loyal licensed plumber with over 25 yrs. experience. First off, he took the position with the hiring manager being told he would have weekends off. When he started his position, he was then told his days off on afternoons would be Tuesday and Wednesday off. Do you know what afternoons (this was the shift he knew he'd be taking) does to a family with Tuesday and Wednesdays off? There is no family life. They lied so he would accept the position. Secondly, I will outline below what is wrong with Management there and why the turnover in the Engineering Plumbing Department is so high. Issues in order from highest to lowest.

1. Jeff Jackson. Worst Director this company could have — just an awful human being. He promotes a super hostile working environment, showing favoritism with shift managers, he does not promote comradery with his employees. He is going to KILL your business. He already has one lawsuit one of his employees filed — more are coming.

2. This company does not promote a life - family/ work balance whatsoever! As a matter of fact, this company promotes DIVORCE in most employees (do your research.)

3. Vacation / PTO days. You are given an amount of specific days off but you can never use them. The turnover is so high in this department, they cannot keep anyone, nearly every single day(s) my husband has wanted off for family time, has been denied! When he tries to take them unpaid he's suspended. What company does this? Why? No reason but to harass the employees.

4. Unjust point system. Ask MGM Detroit about their point system... it's a JOKE! It's a way again to "punish" good employees for asking for time off and being denied.

5. Unjustified Suspensions WITH POINTS. So my husband has asked for days off in the past and just so recently as last week FOR A FUNERAL THAT WAS DENIED. My husband put in a request 4 days, yes 4 days in advance and it was denied. He took if off anyways and came into work last night (3/10/19) and was suspended WITH TWO POINTS. WHY? Because everyone has quit his department. How is that my husband's fault? OFFER OVERTIME THEN... IT'S IN THE CONTRACT FOR MGM INTERNATIONAL, BUT YET NO MANAGER HAS EVER OFFERED OT TO THE CURRENT EMPLOYEES THERE BUT DENY ANY REQUEST TO TAKE A DAY OFF? WHY? BECAUSE THEY WANT PEOPLE TO QUIT... why else would a manager do this? Do you know how much money it costs to have a new employee start, drug testing, back ground checks, payroll, benefits, etc. DOES MGM LIKE WASTING MONEY LIKE THIS TO HIRE NEW EMPLOYEES EACH MONTH? Why have vacation / PTO days IF YOU CAN NEVER USE THEM? WHY EVEN OFFER IT... WHAT A JOKE AND SO UNFAIR.

6. Did you know that the MGM Detroit, MI location has had THE MOST TURNOVER WITH PLUMBERS AND OTHER TRADESMAN in the company's history? In the two years my husband has worked there, they have fired 2 Managers for misconduct (sleeping with staff in MGM hotel rooms and stealing food — NICE) and have had over 8 new plumbers start AND QUIT within a year span! One more just quit last week.

Bottom line, I want a call back and I want answers. My husband is not going out without a fight! We have given up OUR LIFE FOR 2 YEARS AND OUR TWO BOYS FOR THIS COMPANY AND NO MORE! FAMILY IS ALL WE HAVE... WHY RUIN IT? Isn't life hard enough, then you can't even go to work and be happy? Listen, my husband isn't asking for the world, he works midnight's on top of it and the kids and I don't see him as it is, but it is what it is and we've been dealing, HOWEVER, WHEN YOU START DENYING ANY TIME MY KIDS AND I GET WITH HIM AT ALL — THIS IS WHERE I DRAW THE LINE! He put a vacation request in January this year for JUNE — 6 MONTHS AHEAD AND IT WAS DENIED — WHY? NO REASON — SHORT STAFFED? OFFER OVERTIME! UNACCEPTABLE!

I would like a call back or a reply within 48 hours someone received this email and it wasn't put in someone's trash or junk mail. I want to discuss next steps before I hire an attorney. I am NOT backing down and will purposely keep my husband there to make him a thorn in the management's side. Again, you take family time away from 'mama bear' expect something is going to be done about this. I appreciate your time reading this and please understand where I'm coming from. There is no reason my husband should have to quit his job (he carries the wonderful insurance on our whole family) JUST because he can't be treated like a human being. I KNOW that Las Vegas does NOT treat their employees this way.

Sincerely,

Julie
[protected]
email: [protected]@yahoo.com

To whom it may concern,

At the end of October my colleague and I purchased a flight/room package for a trip to Las Vegas. We arrived last Saturday and left this past Friday, and stayed at the Luxor. When booking the room initially we had accidentally selected a Pyramid King Bedroom and called customer service to have it changed to two queen beds instead. After spending over an hour on the phone with a customer service representative we were told that the room change had been made and a confirmation email was sent. I indicated at that time that the confirmation email still said "Pyramid King Bedroom", but I was told not to worry about it. However, our arrival last week we were informed that we were in fact in a Pyramid King Bedroom and that there were no other rooms available.
Additionally, with all this back and forth there was a typo made in the final booking request, which required us to do last minute name change at the airport. When we called MGM Customer Service to see what we could do to rectify this situation, we were given the run around to call Expedia and who finally informed us to call the airline. By the time we reached a customer service representative and paid the 500 + dollars in fees we had already missed our flight. I would like to point out that this was despite having arrived well earlier than the two-hour time frame that we were advised to allow for.
Having previously stayed at MGM resorts and having purchased a similar package just last year, I was extremely disappointed with the service. I would appreciate an email or call from a representative in order to see what can be done to rectify this matter.

Kind regards,

Dr. Jamie Freeman

My client number is [protected]. On 10/30/18 at 9:15 PM I was playing my usual slot game at MGM in Springfield, and I got 12 free spins during the play, which during the 12 free spins I won 12 other free spins which netted me a total of $236. Then the machine showed an error message and my balance was recalculated to $20.50. I called for service, but after 15 minutes of waiting I left in a huff, determined to never return. I can't afford to lose my winning due to a machine error, but it says on the machine that all malfunctions void play, so I am not left with a leg to stand on. Thanks MGM!

Hello,

My name is Nicole Baldonado. My husband Patrick Orabona and I had a reservation for the dates above and it was a complete nightmare from the time we arrived. The weekend was a disaster from start to finish and we spent nearly 400 dollars for absolute crap service. We traveled from California and trusted YOUR hotel to ensure we had an unforgettable, relaxing wedding weekend. . We got married on Saturday and thought staying at circus circus would be a stress free, easy going choice. We were definitely wrong. We checked in Friday night and were sent to a room in building c, 2nd floor of the circus manor. . . The room was in pitiful shape. There was a poorly patched hole in the ceiling, the shower curtain and rod were completely missing. We found the rod thrown in a corner in two pieces, still with no curtain, and the TV was turning on and off and was clearly outdated. We complained immediately and the management team gave us a room in the west tower of the hotel. We stayed in room 32811, which was an upgrade from the previous dump for sure. But I found it unprofessional that the wallpaper was peeling off in the room as well as in the hallway in large portions. . These were just the events from our first hour at your hotel. .

Day 2 of our trip (sat. Oct 27th)
OUR WEDDING DAY

I had previously made an appointment at the hotel salon once we decided to stay at circus circus, so I wouldn't have to travel far to get my hair styled for the wedding ceremony that evening. . I had a 3pm appointment. I showed up and the lady was RUDE, ghetto and had a horribly unprofessional demeanor and attitude. Not only to myself, but to other guests coming in to receive services and/or ask questions. Desperate to make my makeup appointment and being pressed for time, I still allowed her to do my hair. I told the woman what I wanted and she said okay and half way through basically told me she knew what would look best and did something completely different than what I asked for. I was EXTREMELY UNHAPPY with the hairstyle and cried. Then I was charged 200 dollars for something I was quoted 75 dollars for when I made the reservation. . She sent a receipt via text saying it was a 95 dollar purchase but the bank statement showed 200 taken. The receipt also showed someone elses credit card number. My husband goes back and confronts her and she SCREAMS at him in front of our 2 small Children. She calls me all types of swear words and is cussing him out. He asks to speak to the manager and she gets on the phone and was unaware of where the extra money was going and unaware that I had left a deposit of 25 dollars when I made my reservation!

My husband complains to the hotel staff at the front desk and they refer him to someone who works for MGM. He was supposed to call my husband back and resolve this some how and there has been no call back or communication from your end since sat Oct 27th. We had a terrible experience on a day and weekend that should have been hastle free and enjoyable! We spent good money and had money stolen from us through a business you allow others to run under YOUR hotels name and reputation. . And still nothing has been resolved. . We have been brushed off and it is a shame that a company as big as MGM would allow this type of unprofessionalism.

Something needs to be done to resolve this issue. We have gotten nowhere with the hotel or the salon for any of the issues we had experienced. . It is not fair and it is bad business. Please contact us via email or by phone.

Thank you,

Nicole Baldonado Orabona
[protected]

Patrick Orabona
[protected]

Hotel confirmation number for reservation : [protected]

Last night on 10/22 I was at my table Playing when I got up went to the atm in the SEM went back to the table I was playing at. Mins later security came up to me saying an employee said I was using marijuana On property. I insisted for mgm security to check the cameras because that's a lie I didn't go nowhere near a bench to do anything like that just straight to the atm from the atm back to my table. I am an informer employee and this is my second interaction with security. When I was working there I had no problems ever when I came to gamble. Now it feels like they are targeting me because when I asked the security if he watched the camera or if anyone did he said no. But we can kick you out if we want to. I didn't understand. I didn't do anything wrong there were just picking on me. I was being false accused of using marijuana on property with no proof and the embarrassment of having to be thrown out was too much I need answers about this please!

Dear Sirs,

I write following my 8 night stay at the New York, New York Las Vegas Resort, 20th - 28th September 2018. I was there on business, travelling with a colleague.

I stayed in room 703.

On the first morning of my stay, Friday 21st September, at around 05:25am, I slipped on wet tiles in the lobby area. The floor was wet as a member of staff had been cleaning. There was NO wet floor signage anywhere in the vicinity. I suffered a sprain to my ankle, bruising to both legs, and bruised side of my left foot.

I went back to my room, my colleague alerted a member of your team, and 2 x internal security guards came to take my report (a copy is attached). They took photos and advised someone would be in touch.

I heard nothing, so on Wednesday 26th Sept I called to discuss the issue with a manager. I was asked what I wanted; this was an unexpected response and I asked for acknowledgement of the fault, assurances that it had been put right, and a gesture of a room upgrade or similar.

I was advised that there were no room upgrades available but I could have 2 nights free from the stay. As I was on business, this would be of no personal benefit to me or the discomfort and pain I was in. I was then offered a meal voucher. I asked for a coffee machine at the very least, which was brought to my room at some point later.

I have heard nothing since, and am appalled at the lack of duty of care that MGM have shown. Considering the pain that I am still in, nearly 2 weeks later, at the fault of your staff, I would have expected considerable attention from your management team, especially after this was brought to your attention twice.

CCTV footage will show the incident. I look forward to hearing from you about this matter.

My husband and I stayed at the MGM Casino on August 5. A few days ago we recieved a phone call from a collection agency stating that we had not paid for our room. I called and spoke to someone at the accounting department and they told me that there was no credit card on file. I explained to him that there was one on file because they had charged our card $100 and 4 days later they returned to the same card that was on file. The person I spoke with said that he needed that card number in order to look it up, I did not have the card with me at the time because my husband had it with him at work, he told me that I would have to call back. I got the card information and called them back again. The guy said it didn't matter if I had the card information that wouldn't change anything. So I paid the bill! The thing is you guys had our card information, but you turn around and send us to collections without even notifying my husband and I when you had our card on file, I don't understand why you didn't keep the $100 if we hadn't paid our bill?! My husband and I are trying to purchase a home and now with this being on our credit it will push us back to where we could lose the home we are trying to purchase. You had our information why didn't you just charge the card that was on file?! The guy told me we must have put it on another card or on someone else's card. We only have 1 bank card my bank didn't deny and we were paying for it so there was not another card that we paid with! Both guys Albert and Eric that I spoke with were very rude and wouldn't listen to anything I had to say! Is this what you do to people and how you treat your customers? My husband and I travel to Vegas a lot and have NEVER had this happen or been treated the way we were treated! Not only the hassle of trying to get the mark off our credit which can take months, it hit us financially paying a bill that we thought was paid almost 2 months ago and now trying to figure out how we are going to make it the next couple months. My husband and I will never stay somewhere that obviously doesn't have there crap together! I think that it's ridiculous! All you had to do is charge our card that we have you and this never would have happened!

I am at a conference and was walking back to my room when a man said "hello cuteness." To which I replied "hi" and kept walking. He then started saying "miss, miss..." and started following me. He said he needed to see my generic key card that anyone in the world could have. He said "you didn't see the sign?" I have been here three days and haven't seen the sign and haven't been asked to see my key. I find this very disturbing. I don't need to be called pet names and followed by a man that works for you. If he is serious, he should speak to me politely and not call me pet names. I felt quite harassed and would like him to be trained as no woman should have to be followed by someone asking for her room key after being hit on at HER HOTEL.

I called the front desk spoke with Lorey she was doing a lot of typing at least sound like it. Stated she was the nite manager. My first time there. The water went out the tube slow the carpet soiled, the dresser was missin g 2 draws the desk had no chair I have pictures if u want them sent. Poor customer service we stayed 4 nites on the 21 threw the 24 no one called us as of yet with concern. What is our accomadation. Make me want to come back.

My name is Tamara Fulton I a stayed at MGM grand in Las Vegas along with my friend Bobbi Kelli Tapp ( name under reservation) from 9/21-9/24. Room number 5516 (later changed to 5101) Our stay with the MGAM Grand was unpleasant from beginning to end. The first day, we noticed the air in our room was stuffy and we assumed it was the air conditioner. We would get stuffy noses and watery eyes every time we entered the room . The second night we believe we were racially profiled after a night out because security held us both up for 5 mins asking for our ID along with our hotel key when we were heading to our room. When I asked the security guard why he needed my ID he repeated he could not let myself or Ms. Tapp pass without checking my ID even tho I showed my room key. Please note there were other guest walking freely at this time without showing ID and several non black guest walked past with out showing a key. Once ID was shown, the security officer unapologetically walked away and signaled another security guard saying we are "guest" using offensive air quote hand signals . Irritated and offended, I waited a few seconds to see if any other guest were scrutinized, of course they were not. I questioned another security guard as to why he did not check the next guest ID, a Caucasian woman, he replied " I just got here". After the incident, Ms. Tapp and I immediately went to the front desk to complain were we were met with more scrutiny and no apology. We spoke to the front desk manager for that evening, his name is Oliver. He claimed he was unsure of the "security procedures, but it was unusual to ask for ID. He then proceeded to make excuses for security. When we asked for Oliver's card and information, he immediately got defensive, changed his tome and said "I don't have any and I don't see why that is necessary". When we explained we needed it for proof that we spoke to someone, he then relaxed and gave us a card. He also called the security manager Kevin. However before allowing us to speak to Kevin directly, Oliver summarized our complaint and down played it to mere being a "concern", he also had a more condescending tone. Kevin, the security manager. Kevin listened to our complaint and then proceeded to say he was unsure why we were asked for our ID and that he would "look into it". Once again, no formal apology, just excuses. (Please note, we have cell phone recording of this front desk interaction) . Meanwhile, upon returning to our room, our runny noses and watery eyes immediately returned. After noticing our symptoms cleared upon going outside, we decided to approach the front desk with our issue the evening of 9/23 around 9:45 pm. We spoke with a front desk agent named Lisa, requesting to have the ventilation checked in the room due to the poor air quality and expressed our concerns of possible mold. She said she would have maintenance come look at the room and informed us there were customers ahead of us. Upon arriving back to our room, we discovered the vent directly next to our bed was beyond filthy . it was covered in dust, dirt and what appeared to be actual mold. (Please see photos). It was obvious this was the cause of our congestion and discomfort. We waited over an hour, no one followed up. Ms. Tapp, then called the front desk again, were the agent that answered the phone offered to change our room to room 5101. Please note no one offered to have concierge come and assist us in moving our belongings). During the room change, our keys to the new room did not work and Ms. Tapp had to go back down to the Front desk in her pajamas while I waited in the hall with our luggage to get a new room key. Upon leaving the hotel that morning, we once again approached the front desk regarding our stay. The agent was more sympathetic and took off our resort fees $125.00, he said anything else would have to be up to management and he offered to get the manager. By this time, we had to catch our airport shuttle so the front desk manager that morning said he would give Ms. Tapp a call to follow up. He never followed up. I currently still have symptoms and congestion from staying in that contaminated room over the weekend. I will be seeing my physician and seeking legal advice if I do not get a satisfactory resolution and apology from the MGM grand for racial profiling and extremely poor customer service and sanitary conditions of our room. I have also tweeted MGM Grand and attempted to contact the hotel via social media with no response. Your hotel has made my stay in Vegas very unpleasant. I do not have a voice today and I could not even call your guest services to personally file a complaint over the phone due to the illness caused by the poor air quality of the room during my stay. I can be reached by email [protected]@hotmail.com, or cell phone [protected]. I am expecting a response in 24 hours or further action will be taken. This is a high priority situation. Thank you

I am just returning from a 10 night stay at Excalibur Hotel Las Vegas this was my first trip to Las Vegas and I am writing to you to let you know I was very disappointed with my stay at the Excalibur. On our first night we noticed the carpet in front of the wardrobe in our room (26151) was extremely wet we thought this might have been due to the refrigerator which had been brought to our room earlier that day so we assumed it would dry and it would be fine. Then on our 3rd night at 4am my partner woke to a horrendous smell in our room where we came to the conclusion this was due to the wet carpet. We then went to the reception to ask to be moved rooms as the smell was unbearable. The first lady was very helpful and we were moved to room 26104 where we unpacked we then noticed the bathroom ceiling was black with damp/mould as my partner suffers from a bad heart condition this room was not acceptable for us to remain in so I went back to reception this would now be around 5am to inform them of this problem. This lady was extremely rude and ignorant and proceeded to tell me I should have informed the reception of this problem upon arrival which was clearly impossible to do as I couldn't possibly know the problem was going to occur we then we're moved to another room where I have taken photos of the window which was stuffed on one side with toilet roll and the bathroom door handle was hanging off meaning it could not be locked when in use. By this stage I was fed up having to complain as I was not getting any help and I was not going to pack and unpack again to waste any more of my holiday time. We also had to wait a further 4 hours on another refrigerator being brought to our room and was only brought up after I made another phone call to reception. Also we had purchased photographs of my partner and i on the new York new York rollercoaster which cost $50 and were thrown out whilst the room was being cleaned. I feel the experience I have had with your hotel I will not be returning to any of your resorts again if this is the level of service given.