MGM Resorts International

Deborah Blanchette

4:28 AM (23 minutes ago)

to GuestRelations

I recently booked a room at the Excalibur Casino, Las Vegas, NV on Friday June 13th thru June 15th. (I had requested a room on the highest floor available) Upon arrival approx. 10:47 I was given room 7128 The 7th floor! ok so I stand in the social distancing line to get on the elevator. Waited 30 mins, ONLY to be herded like cattle into the elevator with 5 other people! I refused and got out requesting my own elevator, Why did I have to wait 6 feet away from same people in line only to be put in an elevator within inches of them? ok So I get my own elevator, NO sanitary precautions taken I had to use my elbow to push button. I noticed a seal on door assuring me the room had been sanitized. Upon entering my room, The first thing I see is a dead moth on floor. I open the curtains and the window was so dirty I could not see out, another dead moth on window sill. The toilet had NOT been cleaned it had a stain in the bowl, The remote control to TV broken. I called down to desk and complained, The Manager on Duty CHARLENE says she is sending up bellhop with new room keys. while waiting I go to get ice. The smell coming from the vending machine room was so rancid, I almost got sick. The roof had huge hole in it, along with floor drain exposed and a large roach next to it. Needless to say the ice machine was not working. IN fact None of the Ice machines from floors 1-13 were working. Ok so 49 mins later when bell hop still doesn't show up, I head back to front desk. when I noticed a case of beer someone had left on the table by the elevators, ANY MNOR could of taken it. I am given room 4121. Surprise Room key doesn't work. now I am waiting on Security, (who actually worked for Mirage was a very nice Woman) yup she confirms room key doesn't work. Now Im waiting for maintenance by the way its now 2:3am or so. Maintenance manages to get into room and greeted with another dead moth which was kicked out the door by Mirage Security. NO sticker on door saying room had been sanitized. WHICH BY ALL MEANS WAS NOT. 4 dead moths, a huge dead cockroach. dried Urine all over toilet, hair in sink and tub. Dead bed bugs in couch, I am furious and exhausted, Call Charlene, She doesn't have any more rooms available. so she's send up house keeping, which consisted of a man who could not speak English carrying only a vacuum. All he did was vacuum up the dead roach. I called Charlene and she HUNG UP ON ME, I called back She hung up on me. I have entire events logged, video taped and photographed. I demand my Money back. along with something to convince me you actually care about your guests, like a free two nights stay at one of your other resorts. I am not taking this lightly. I will post on every social media platform, Travel websites, FB, I will call Better Business Bureau, Channel 13 action news, Darcy Spears whom ever I have to make sure that everyone I can reach (I have over 200k followers) knows and tell their friends and reposts. I did not sleep that night I left at 6 am. not bothering to be hung up on by manager CHARLENE again. this is a complete slap in the face. It was utterly disgusting, unsanitary and downright nasty. for $199 for two nights? No way. I demand this be rectified immediately.
Deborah Blanchette
3325 N Nellis Blvd #105
Las Vegas, NV 89115
[protected]
reservation in my name, Confirmation number: [protected] #

Dylan who was working Sherwood Forest Bar on 12/19 at 9:30pm was the worst bartender I have ever had. He was condescending and rude to me as a patron at his bar. I gamble a lot and had over $200 dollars on keno at the time. The hour I was there he rarely paid any attention to me or anyone else at the bar and was complaining loudly to the other employee behind the bar about his work schedule. I do not spend money to come to Vegas and spend time at MGM casinos to deal with unruly employees. Employees like Dylan and many others I have run into tarnish the MGM reputation.

Excalibur
9-11 we checked in at 4:30 royal tower 27111
I asked the person that checked us in and the manager on duty to have Brendon Moore call me they said he got in at 5:00 pm and they would have him call me.
At 2:20 am I got bit by something on the thigh on my right leg it hurt really bad started swelling I had to use an EpiPen we didn't see what it was that bit me but when we woke back up at 9:30 AM there were ants all over the night stands.
At around 10:30 am or so I went back down to the front desk and I asked to speak to Brendon Moore again and asked why didn't I get a call, I have been calling for weeks to talk to him.
They moved me reluctantly to the Resort side with a soaking tub. Room 10201.
  The room is substandard wallpaper peeling off the walls blinds pulled away curtains half hanging down things are dirty, chips and all the cabinets bare wood showing on the cabinets which is a great way to pass bacteria looks, like they used foil tape to go around the drain Of the bathtub.
At 12 AM on Friday the 13th I still have not heard from Brendon more very confused because when I spoke to Josie which was the manager I spoke to on the 12th took my name and number and promised me that as soon as Brendon more got in he would give me a call and she was supposed to follow up with a phone call with me to make sure that he called me neither of those things happened.
Called front desk about wi-fi
22 minutes automated couldn't talk to anyone.
  Friday the 13th about 4:45,   I.was soaking in the tub and we had someone knock on the door and asked me to please drain it that water is leaking downstairs and once again I have to go to the front desk spend hours trying to talk to somebody so they can relocate me to yet another room this is complete BS
  At about 520 maintenance came up to the room to inspect the tub, he pulled the access cover off said the drain line was broken. That is when I realized this used to be a Jacuzzi tub the maintenance guy informed me that normally with these leaks are are the top patches that break loose then he showed me one that was possibly a problem. there's water on the floor in this room they have to move me it's extremely humid in this room now after draining the tub.
  On another note Kathy Gammons is staying on a room on the 13th floor in the room 13234 wasn't clean when she came in there was a like a cleaning Eraser laying on the floor streaks in the mirror and when she brushed her teeth in the morning the sink backed up so she let the maids know when the maids came in, and the sink was empty when she came back to the room but yet again she ran the water and it's backed up again so she thought that telling the maids was enough to get maintenance up there, now I got to figure out how to get maintenance over there and fix their sink 13234
  At around 5:15 I went down to the front desk and talked to a guy that said he was a manager, didn't see his name badge. Told him I spoke to Josie today before he said she's here any winning Gotter jersey came over and talk to me I asked her repetitively to please get somebody higher up then her for me to speak to she said there was no one there, after 30 minute conversation she said she was going to move me into a sweet 10 minutes later she told me the suite wasn't available then she tried to move me into another room over on the Royal Tower and she was going to try to move me in room 27114 which was a few rooms down from the room I was at the first time 27111 that had the ants in it where I got bitten.
So then she tried to get me another room I'll run resort side to tell me 10 minutes later than that room was taken so then finally she got me into a room 27247
I came to this room to find the windows dirty filthy, and two washcloths on the top of the closet wet and it looks like the fire sprinkler head is leaking. I don't know fore sure but I don't know why they would be there.
  Someone did come clean the windows and remove the wet washcloths on top of the closet.
Morning of the 14th the lights in the bathroom went off, I hit the rest on the wall and they came crack on. They went off 3 times without using the hair dryer?
  9/14     9:23 pm just notices I have $185.29 in data overages fees because wi-fi not working.
Called front desk explained I have called twice on this and thought it was fixed. Asked for a manager to call ASAP.
10:02 pm I never heard back and I am suppose to get a call back.
   10:37 am on the 15th still have not heard back from tech support and I have a internet conference call at 11:00 am.
I did ask for a late check out for all the rooms. Having to be in three different rooms has taken its tole.
We had to reschedule speed Vagus group 2 different times because of moving rooms.
   I am going to to ask again for a manager one last time at check out.
If no one gets back to me by Monday 9/15/2019 I am going to dispute the entire stay, this has ruined our trip. I have over 12 hours of my wife and I  moving rooms. And the $120 in tips to the bell hops moving the suitcases and stuff.
JAMES PANKOW
A manage called me Sunday at around noon, he apologized and said he was comping a room and a dinner for me and my employees, I said no that I was going to follow up with a corporate complaint, as the year before we had bad service and problems with rooms and that is why Brendon Moor was suppose to be involved. But he has been missing in action 2.5 weeks before we arrived and during the time we were there. Even though he was emailed by other staff and handed messages with his response he would call me. This left one of your other managers speechless knowing he didn't call me.
I also just found out that the AC in room 13264 didn't t work, my employees didn't want to tell me and make the trip worse. I emailed James Pankow and asked him to dabble check that room personally to let me know if indeed it was not working, the video my employee sent in showed it not working.
Please follow up with me with a email as well as a call. I have also reached out tho the Manager of New York New York to schedule our next trip. That depend as on your response to me.

Dan Keen
[protected] cell
[protected] office