Long rant to follow...
Long rant to follow...
In 1995, after spending over an hour walking the circumference of the MGM, trying to get to the front door or the Strip, I made a solemn vow that I would never, ever, set foot in the MGM again. I held firm in this promise until last year, when we took my in-laws to Joel Robuchon at MGM. My husband convinced me, that since it was Robuchon, it would be worth it to break my vow. The meal was the best of my life! We also had some luck at the BJ tables outside the restaurant, and the whole thing seemed nice. After this trip, my new vow is that I will again never, ever set foot in the MGM again, and will do everything in my power to make sure no one else I know does either. Seriously, the worst treatment I have ever received by so-called “customer service” people in Vegas!
Now, we’re planning a trip to celebrate our best friend’s graduation from culinary school. I push for MGM, based upon good reviews here, and the fact that they have a large selection of excellent restaurants. We really wanted to try L’Atelier: thought that would be great for a new chef to experience. Chef’s husband pushed hard for Caesar’s but it was a lot more expensive than MGM. Guess for the extra money, you actually get to stay at Caesar’s, and treated accordingly.
We booked over a month ago on the Maximum Escape package. I think we ended up booking for $109 for the 1st night, and $249 for the 2nd.
We tried the airport check-in. No one else in line. We get told that “due to unforeseen circumstances” we will be moved to the Excalibur! The Excalibur! It was tacky and trashy when I stayed there 15 years ago, and it doesn’t look like they’ve improved it since then. We told the clerk that was not acceptable and left.
Now, I would like to also mention that another reason for our trip was to scout out a new “home base.” I’m Diamond level at Flamingo, as are my mom and aunt, my in-laws are comped every time at Wynn and Venetian, but I’ve recently decided to try to move from Flamingo to a different hotel, for various reasons. So we were staying at MGM to see if we wanted to make this our new home base for our 6-7 Vegas trips a year. Our plan was to literally never leave the hotel. We had reservations at Nobhill on Friday, L’Atelier on Saturday, and planned to eat in the cafes or coffee shops for the rest of the time, and just gamble, gamble, gamble. Basically, MGM not only lost a 2 night booking, they lost a shot at hooking an extended network of frequent Vegas visitors and medium to high rollers.
Once we get to the front desk, we are again told that we will be moved, this time to Luxor. Again, completely unacceptable drop in hotel quality. We asked repeatedly why other people were being allowed to check in, but we were not. We were given a variety of lies and excuses, ranging from: they’re in a group, they’re staying more than 2 days, they’re part of a convention, or the hotel is oversold for Saturday. These were blatant lies because at I listened as 8 different couples checked in next to me, all staying 2 nights. One man was also staying on the Maximum Escape package we had booked. The only vaguely honest answer I got as to why we were flagged to be moved was by someone in Operations, when I called on Saturday, who said one criterion was “previous stay patterns.” So basically, because I’ve never stayed at your hotel before, I get treated like a 4th class citizen? Well, guess what MGM? I’m NEVER going to stay at your hotel. Excellent customer service strategy to drive away new customers!
The clerk wasn’t even offering to COMP the rooms at Luxor. They actually expected us to PAY almost $500 to stay at Excalibur or Luxor. I could OWN the Excalibur for $500. We had to speak to 2 managers and argue for over 45 minutes to get them to comp our rooms at the Luxor. We asked repeatedly to be sent to the Mirage or Mandalay, since they are also owned by MGM. We were told in a completely snotty tone of voice by Lauren, a manager, that the MGM had to pay for those rooms at Luxor and Excalibur at an extremely high rate, and we should basically be grateful to get them! She also told us Mirage was sold out, but I caught her in that lie by calling the Mirage right in front of her and confirming they had rooms. All the while, we continue to watch people check into the hotel, but we weren’t allowed to. I have no idea why they didn’t bump people who checked in after us (this was at 7 PM). I guess the only answer that ever made any sense was that MGM doesn’t value new customers, or doesn’t want to actually honor the Maximum Escape rates.
At this point, we are beyond livid at our treatment. We cancel our Nobhill reservations, and make a point to state that the reason we are canceling is due to the rude and unprofessional service of the MGM. Hubby wanted to cancel L’Atelier as well, but it was for a very special occasion, to I had to basically beg him to let us go there. We walked straight through the casino, ate, and left. MGM will not get a dime of our money, ever.
Now, the Luxor. Horrible, horrible hotel. It’s basically a Holiday Inn with a cheesy Egyptian theme slapped on top of it. Casino: dark and hard to navigate. “Inclinators” are more like Vomit Comets. Seriously nauseous riding in them. Room: mattress hard, old and cr@ppy. Like an old Holiday Inn. Room and bathroom are very dark, except the bedside lamp, which was at a height that you felt you were being interrogated if you were laying in bed. The person who bought that lamp never considered the height in relation to the bed. Our friends enjoyed the blood stain on the mattress, water stains on the curtains and wall, and mold in the bathroom. We enjoyed that we only got one measly bar of soap, so woe unto you if you wanted to wash your hands after you took a shower. You had to go fetch the soap out of the shower. Also, you can’t fit the soap, shampoo, and conditioner all on the soap dish, and there’s nowhere else to put them. I was also seriously cheesed off that there wasn’t a bath, and that we had 2 queen beds, rather than a king. I also seriously resented the signs all over the room telling me to turn off the lights and reuse my thin, ratty towel, when they have a light that is visible from outer space! Here’s a hint: wanna save electricity and preserve our natural resources? Turn off that stupid light one night a month! Then maybe you could afford a pillow top mattress and 2 bars of soap! Basically, it was a rip-off, even though it was free.
Overall, one of the worst hotel experiences I’ve ever had in Vegas. Ridiculously unhelpful front desk people at MGM, who didn’t seem to give a d@mn that they were trying to pawn us off on some 2 star (at best) hotel. No reasonable explanation given as to why we couldn’t move to Mandalay or Mirage. At one point, we were told it was because Lux, and Excal. were the closest hotels and therefore it was “most convenient” to the guests. Well, it wasn’t convenient or acceptable to us, so why was it being forced on us? I still cannot believe that a hotel would treat customers so poorly when it was the MGM’s fault they didn’t have any rooms. When an airline overbooks, they bend over backward with accommodating you. MGM should have done the same. We’re the ones inconvenienced, and we were made to feel like we were asking for the sun, moon, and stars. I feel sorry for anyone who actually got stuck PAYING MGM prices for Excalibur or Luxor.
So, in sum, MGM never ever ever again, and I plan to make sure no one I know ever stays there either.
I agree. MGM is too big to care about individual customer service. I was married there and they did their best to ruine the wedding experience!
wow - did you email customer service? I'd be curious to know what their response is.
You have every right to be angry with this type of treatment - thank you for warning me about this MGM policy
Wow what an experience....we are staying there in April and this sort of customer service makes me a little nervous.....they have been exceptional when I have called with room rate changes...we plan to do airport checkin on a SAT. night as well.... hope my TR is a much more promising....... can hope for the best :)
vanillabeans, I'll be sending a letter to the MGM tomorrow.
I have had nothing but great experiences with MGM. However, what you experience is unacceptable. Please e-mail customer service and post both your letter and thier response. Sorry your trip was ruined.
When I need to write a complaint letter I always copy the CEO of the company (you can get the name and address from Yahoo finance -> company profile) you can be sure you will get a response.
I would also send a letter to the Better Business Bureau.
Also, put that in your note to the MGM. That you would be contacting the BBB.
Also, I would use the phrase "Just because I don't fit your ideal demographic, I was treated this way."
The "ideal demographic" could mean race, color, or "previously stayed at the hotel". HEHE