MGM Resorts International

To Whom It May Concern:

We were guests at the Luxor, arriving Friday, September 13 and staying in Suite 5324. Within 10 minutes of us getting our room, around 4 pm, we noticed issues with the toilet in which when flushed it pushed the contents out towards us rather than be sucked into the system. We called housekeeping and waited 45 minutes for a plumber. The plumber worked on the issue for 20 minutes. After he left, assuring us that it was fixed, the toilet backed up again the next time we used it, which was within 10 minutes of him leaving. We, again, called housekeeping to report the issue but had to leave as we had dinner reservations at 7 pm with coworkers and did not get back to our room until 1 am.

The following morning at 8 am, the toilet still had not been fixed. The room smelled like crap. We called housekeeping to ask for a new room. We were put on hold for 15 minutes. When we finally spoke with the front desk, we were told a new room would not be available until noon. We were actually advised to go downstairs and use a public restroom. By 12:20 pm, we still had not heard from anyone regarding a new room. We called again and waited on hold for another 15 minutes with no answer.

I finally went down to the front desk and asked for a manager, of whom I again waited on 15-20 minutes. It took the manager 30 minutes to get us a new suite on the 14th floor. The manager told me that a bellboy would be waiting for me at my room to assist in moving our luggage. When I arrived back at our room, my wife had already packed us back up, and we waited for assistance. After waiting for another 15 minutes, I called the front desk/bell attendant and was told they had never received a call from the manager to assist in moving us. After hanging up, we moved ourselves. By now, it was 2:30 pm.

I have been coming to the Luxor with the FEC group for many years. We rent a conference room and have anywhere from 20-50 rooms in our block depending on attendance. This incident has left me and many in the FEC group extremely disappointed with how this situation was handled by your staff.

I had also been told by one of your staff that Room 5324 had been closed for weeks due to plumbing issues and that they were surprised management booked that suite. Your customer service is beyond weak. It should not take 15 minutes to reach someone at the front desk. I believe I should have been reimbursed for the whole time I was staying. We ordered breakfast and paid a premium waiting on your staff to relocate us.

I sincerely hope you will consider making this right. We wasted a lot of time sitting in that room waiting to be relocated to a room without issues.

Regards,

Todd Lorenz

Luxor Room Acknowledgement: 32LWFCKX
Arrival: Sep 13, 2019 | Departure: Sep 16, 2019

Dear Luxor and MGM

My family and I stayed at Luxor on 21-28th August 2019. The booking details are as follows
Aisha Khalide checkin Aug 21st

I am bitterly disappointed with the lack of response and acknowledgement of our case and how it has been dealt with by your department.

Despite the assurances of your colleagues and especially Corey, it has now been in excess of 15 days since we checked out and we have had no correspondence or contact from yourselves.

I suffered personal property losses, which were detailed in my report and examined by the staff on duty. These items consisted of makeup products and accessories. Additionally my iPhone was broken when my nearly 6 year old son slipped in the bathroom where the water flood took place. He was playing on my phone when he slipped and smashed the screens and broke the phone. Due to the water damage the property home is beyond repair.
Thankfully I am first aid trained and was able to take care of my son who suffered bruising.

My little boy has a diagnosis off autism and had just managed to accomplish, getting him out of diapers at this late stage of nearly 6 years old
Subsequently he now refuses to enter a washroom through anxiety and stress. We have had no choice but to put him back in diapers.

I am extremely upset of your lack of response and acknowledgement in the matter and find it hard to believe that MGM resorts treat their guests in this way.

May I also point out to you that I have been a regular visitor to Vegas and for the last 8 years have always stayed in the Venetian and Wynn
This is the first time I have stayed in the Luxor for many years.

Kind regards
Aisha Khalide

Sent from my iPhone