Anonymous
map-marker Wichita, Kansas

Electrical shock and lack of response

My spouse and I checked into 20-310 on February 28 2024. February 29 I called and spoke to someone about the lamp at bedside being broken ( neck of lamp bent and exposed).

Was reassured someone would come up and switch out the lamp. Evening of 2/29 we came back late from a show it was still broken. We went down to the front desk and the agent was very nice and promised to promptly have it taken care of.

We went out for the day and went to a concert coming back late and the light was plugged back in and switched on! Yeah fixed right?!

NO I went to switch it off to go to sleep and got a nasty electrical shock! I unplugged again and went downstairs in the morning to speak to the front desk supervisor who again very kind and sweet and checked that indeed Housekeeping was informed about the lamp and reassured us that it would be taken care of.she also asked if I needed medical attention which I declined.

Again after a long day out came back and light was on.yep.

Housekeeping plugged in the obviously broken lamp and turned it back on!

Went again to front desk supervisor who was embarrassed Ians she again stated it would be taken care of..

Last night came back in and the dumb old lamp still on my bedside table unplugged with power cord draped over it.

Spouse has now brought the lamp into the foyer.

To say Im disappointed and disturbed by the lack of attention that a FIRE hazard and electrical shock hazard has been completely ignored is an understatement!

The front desk staff were embarrassed and appalled that it has not been taken care of yet.

I have photos of the lamp and I am now considering my options. Kelly Osborne Bryant

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Kleigh Onh
map-marker Kansas City, Missouri

Refund not yet given

I cancelled my Reservation around.20 days ago directly to the hotel as there was a Reservation fee of $45. Up to now, there is no refund. its been like 4 weeks now. Hotel said Booking did not inform of the cancellation. Booking said they already sent cancellation to the hotel. In the meantime, I am waiting.
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Rubin Vcp

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Verified Reviewer
| map-marker Sunderland, Sunderland

Cost of sun loungers

My wife, daughter and a friend stayed at the luxor recently, they were told it would cost 125 dollars a day for sun loungers by the pool even though they were staying at the luxor, why ,?
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Sky W Ipn

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Verified Reviewer
| map-marker Las Vegas, Nevada

Room service complain

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I am one of your hotel guest on February 21st - 25th. I really want to complain about the incident of our stay because it really made me very mad and grossed out.

First day we went into the room, the bathroom floor had dried footprint(guessing from after shower) all over, also lots of HAIR. There was also hair on our bedsheets, which was supposedly changed, yet there's hair there, and a few piece of small trash on the ground. We did call room service and told them to clean it right way the next morning because we were tired from a trip and it was late. The next morning after we left and came back the room, nothing was refiled(soap, cups, etc) and there was trash AGAIN on the floor, and we are positive that wasn't from us, because it was small tissue papers that seemed like it was from a bathroom(which we assumed the person who cleaned our room had it stuck on their shoes or some sort, and we don't wear shoes in the room).

So we did call ONCE AGAIN for room service, and ok finally this time the room felt a bit more cleaned, no trash or anything anywhere. The next morning we woke up, my daughter said her eyes were itchy and it started getting swollen, and we found there WERE YELLOW STAIN(S) on the blanket where she was sleeping, and that is when we got very grossed out and pissed. WHY IS THE SHEET SO DIRTY?! WHY IS THIS PLACE SO DIRTY?!

What is room service for if nothing is cleaned, nothing is changed?! This is worst than a cheap motel anywhere! I paid all these room service fee, hotel fee, for what? Some cheap service and dirty room?!

I can guarantee me, my family, and my friends will NEVER AGAIN go back to luxor.

I go to Vegas almost every year, and has NEVER EVER seen a hotel this bad. Please fire the person who was cleaning our room, thats 3 days in a roll of a job she did not do at all.

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Pros:
  • Next to excalibur good if you bring kids
Cons:
  • Bad customer service
  • Buffet closes early
  • Dirty

Preferred solution: Full refund

User's recommendation: Do not go to this hotel for rooms, its so dirty and gross, the cleaning is basically non existence.

Hope G Phs

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Verified Reviewer
| map-marker Las Vegas, Nevada

Cleaning issues and lack of parking

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1) our bottom sheet got pulled up after the 3rd night to reveal someones trash underneath the sheet. Money order receipts, clothing tags.

There is no way they could have been missed had the sheets been changed!

2) a SIGNIFICANT amount of our trip has been spent trying to find a parking spot we paid for. Event traffic is dominating the parking garage. Hours of going around and around and around in circles so far guarantees we will never book here again.

Actually, we were forced through a play and stay tournament. I will be sure to share what a nightmare the parking has been for our group in hopes they dont choose this hotel f they dont have to.

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Loss:
$850
Pros:
  • Location and easier access
Cons:
  • Getting run down and attracts lower end guests and services

Preferred solution: Price reduction

User's recommendation: Keep searching

Eric M Qpe

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Verified Reviewer

Complaint

Hi,

My wife and I lived at your property from 3/18/23-3/22/23 in room 8149 (celebrating our 6th anniversary). It was a disappointing stay.

There were several issues of concerns with our room. However, we only received support/assistance when it came to us spending money (ordered a refrigerator). The toilet seat was off the hinges and pinched my wife each time she sat on the toilet. The facebowl faucet leaked profusely at the contact point of fixture to counter top.

We only had hot water one of the days during our stay (facebowl and shower). The ice machine never worked during the entire stay (near 4b, elevators). In conclusion, the last day for our departure was herendous since only one elevator ( of 4b bank of elevators) was working (10:50 a.m.

on 3/22/2023).

Customer service should be regarded as important, but since we weren't valued our hope is that someone will be embarassed reading this email and at least repair or ameliorate the aforementioned issues. We will never stay at the Luxor again and we will advise friends and family against the Luxor as well.

Regards,

Eric Morgan

morgangreenrover@***.com

708-710-****

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Preferred solution: Full refund

User's recommendation: Don't stay at the Luxor

1 comment
Guest

Why didn't you speak with the GM?

Kim P Gaz

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Verified Reviewer
| map-marker Las Vegas, Nevada

THEFT ON PROPERTY

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New Year weekend,2023 we checked in LUXOR & went to the room to put suitcases in room. We went down stairs for a few hours & returned back to the room.

When we walked in the roomwe realized ALL our suitcases & etc. were GONEWe REPORTED TO FRONT DESKthey didnt look surprisedTold US TO REPORT TO SECURITY TO FILE A REPORTLong story short I contacted METRO POLICE because I had expensive valuables in my suitcaseMy ROOMMATE HAD AIRPODS IN HER SUITCASE we tracked our suitcases down at a *** MOTEL ACROSS THE STREETPolice & I WENT TO THE MOTEL didnt get much help but the tracker stayed on that MOTEL the whole time. LUXOR HOTEL HAS NOT REACH OUT ABOUT Our STOLEN PROPERTY.

They act like this is a NORM at their HOTEL. Im still pissed its going on a MONTH NOWAngry THEY WILL NOT GIVE ME CORPORATE PHONE NUMBER

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Loss:
$5000
Pros:
  • Check out
Cons:
  • Communication from front desk on my theft is inconsiderate
  • Thieves have access to the hotel rooms
  • First experience at luxor was a nightmare

Preferred solution: I NEED TO BE REIMBURSED FOR MY STOLEN PROPERTY‼️

User's recommendation: DO NOT STAY HERE AT LUXOR‼ TOO MANY HOMELESS, CRACK HEADS & PROSTITUTION‼ CRACK HEADS WILL GAIN ACCESS TO YOUR ROOM SOMEHOW‼

Angela S Zlt

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Verified Reviewer
| map-marker Las Vegas, Nevada

Unsatisfactory

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Hello

I recently stayed at the Luxor from Dec 23rd- Dec 27th. When I say I was overwhelmed at how many dogs and small children were in the casino would be an understatement.

The room we were in seemed to be ok until after 2days in we discovered a leak that had obviously been there for quite some time. All of these things combined caused a reaction to my Severe allergies and Asthma All I can say is Thank God I had my epi pen. If I had known that dogs were allowed EVERYWHERE in the casino. It seemed very over crowded Half of the time I had to stay in the room to recover and when I did go down with my family their were children in the casino watching their parents on slots machines after 12am.

What I thought was going to be a beautiful Xmas turned out to be a beautiful disaster instead. Sad to say I will not visit the Luxor again due to these incidents

View full review
Loss:
$531

Preferred solution: Price reduction

User's recommendation: If you want an adult resort do not go here, more kids than adults and Over crowded

Crystal S Tue

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Verified Buyer
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Verified Reviewer

Stayed for 4 nights

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Luxor Las Vegas - Stayed for 4 nights

Started off with 30 minute wait for check in at midnightish...room was dirty once I got it, went back to desk, was first offered to clean room...though I appreciated it, I was tired, asked them for a new room (was not asking for an upgrade, just wanted to check on). Received an upgraded room.

Room was nice but, I could hear so much outside noise...even though I was 18 floors up. Everything from the sirens down below, to my neighbors conference calls (among other things). Before arriving, I also reserved a day at the pool with a cabana.

I was surprised to see that non of the pools were deeper then 3.5 feet. This was a major disappointment.

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Jentoff D

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Verified Reviewer
| map-marker Heist-Op-Den-Berg, Flanders

Room rates found online

Luxor Las Vegas - Room rates found online
Dear Luxor, I am planning a holiday to Vegas at the beginning of october. I found a deal online through Trivago on a website called Prestigia. From monday october 3rd till friday october 7th for a total of 148,70 US$ for a pyramid Two Queen newly renovated room. This is possibly without any resort fees but it's under the price Luxor is advertising on their own website. Is this legit? I can send you guys a snip of the deal if necessary. Can you please email me back? Kind regards, Jentoff from Belgium
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Resolved
CAMILLEH H

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Verified Reviewer
| map-marker Buena Park, California

Resolved: The whole place is filthy, dogs barking like you are in a dog's farm

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Updated by user Nov 28, 2023

Company fixed the issue and I have been provided with full refund.

Original review Jul 04, 2022
Our rooms were disgustingly dirty: Dirty bathroom, dirty beds, hairs on the towels, hair on the bedsheets, hair on the pillows, smelly room, the rooms have a smell of cats and dog's urine. We are allergic to cats and dogs.

We did not know what triggered our allergy till we start hearing dogs barking. It must be there were dogs and cats in the room prior to our check in.
Even the countertop of the check in was dirty, they never wiped the countertop periodically after each customer with sanitizer, and they never swept the countertop at the reception period. I pointed to the receptionist, an insect on the check in counter.
The casino and the machines were filthy, trash everywhere, broken walls, broken doors and broken floor and dirty elevators, even the public bathrooms are filthy, and some had no papers. Is there really a Physical management at Luxor?
We could not sleep from the none stop barking of dogs, I wasted my whole vacation day on the phone with Luxor's front desk, room service, security and management trying to find a solution for the barking dogs and for the room cleaning, (is this how you would like to spend your vacation?).
I couldn't find anyone at Luxor can take care of barking dog's problem.

Each call I made to Luxor from my room, I was put on hold for hours but without a solution.
Dogs barking is something normal at Luxor, the staff cannot do anything about it because they charge extra to have animals in the room. No one care how disturbing the dog barking to the other visitors, as long the dog extra charge is paid, the rest of the visitors are on their own.
They announce if the room is smoke-free, but they do not tell you if the room is animals free and urine free. (They never thought that the next visitor could be allergic to cats and dogs or just did not care)
I felt that I did not get my money worth, and I did not make the right decision when I booked at Luxor.
I have been to Luxor several times in the past 20+ years.

Luxor use to be the Diamond of Las Vegas, But now the management at Luxor turned this diamond to a piece of Sh***t.
We love animals, especially dogs and cats, but we are allergic. It is not the animal's fault; it is the fault of Luxor management.
We used to love Luxor, not anymore.
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Loss:
$400

Preferred solution: Full refund

User's recommendation: I leave it for the visitors of Luxor to make their own decision. which I think will not be better than mine.

Ron H Kas

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Verified Reviewer

Talk to a front desk person

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We lost my wifes license they found it and are sending it to us. Problem solved. We come to Vegas 3 to 4 times a year and always stay at the Luxor. We tell everyone to stay here. We find your establishment wonderful
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Preferred solution: I dropped my license and talked to somebody filled out the form and you should be sending it to me in the mail

User's recommendation: Great place to stay five stars

Candi R Laj

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Verified Reviewer
| map-marker Kent, Washington

Awful experience

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Hello I just recently stayed at your property in Las Vegas and unfortunately had an awful experience, it started off with taking three trips to the bell desk to get our card to work in the elevator to get to our room. We also had a clogged sink and tub in the bathroom, Maintance came when we were out of the room made a huge mess flooded the bathroom counter, put black stuff everywhere the housekeeper was kind to help us out as we needed more towels while cleaning the mess.

the sink and tub situation never got fixed it smelled so bad like a sewer so we had to brush our teeth in that and wash our hands. The vending machines on our floor did not work. We tried calling the front desk several times from the room never once did we get an answer. And it was too hard for me to walk back-and-forth from my room to the front desk multiple times, as I have metal in my legs and feet.

I am not one to complain Im an easy going person but this was awful.

Could we get the resort fees waived, for the inconvenience? Or is there a protocol when these situations occur?

View full review
Loss:
$1400
Pros:
  • Location to strip
Cons:
  • Lack of professionalism and a inconsistent level of service
  • Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Buena Park, California

Dirty bad place to be

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Dirty room, dirty bed, dirty sheets, hair every where in bed on pillows on towels , dirty bathroom, dirty towels, dirty casino, dirty elevators, miss treatment by the checking rep. ( the next day when I went complaining, the check in representative accused me of bringing in the bug after I pointed to her that bug that was on her counter of the check in receptionist).

The Luxor's checking in representative could not find my reward membership number, not even the membership representative office could find my reward number so they designated a new number for me same as they did on Sep.

21. 2021 and Jan 2022.

We could not sleep all day from 7 Am till after 6pm from a dog who does not stop barking next room The dog kept barking constantly which caused me to stay on the phone for hours calling every department at Luxor and no one could do anything about the barking dog, they said the owner has the right to have the dog in the room because he paid Luxor extra for having the dog. so I wait hours on hold at every time i call Luxor receptionist, room service, security, Manager, etc.. but every one after all the waiting on hold would tell me not our problem, call security, call room service, cal...

call.

we cannot do anything about it.

I did not come to LUXOR to spend my time on the phone trying to reach someone who would take responsibility of a braking dog.

I did not go to Luxor to get angry and upset and lose sleep and lose resting time.

I waisted my vacation on the phone with Luxor repetitive and managers to find a solution for a barking dog so I can have my sleeping rest which I did not get.

Why I should have been under this extremes stress when I went to Luxor to have a break from the tress in my life.

Why you treat your visitors this way?

few years back, Luxor was a very clean very nice respectable place who welcomes this guests and treat them with respect and appreciation.

Now you Luxor seems to have a new management who is running Luxor's good reputation and turning Luxor to a dirty filthy place with bad workers bad representatives bad managers who hung up the phone on me after i waited for an hour on hold to speak to a manager.

Shame on you, never again and sure I will never recommend you. you are bad.

Think of what i said and do what you think is right to bring Luxor back to be as before the diamond of Las Vegas, but from my experience now, the new management of Luxor turned the Diamond of Las Vegas top a piece of SH***T.

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User's recommendation: go there if you like to experience this first hand.

Sarah R Cwd

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Verified Reviewer
| map-marker Maerdy, Wales

Complaint re recent stay

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Dear Sir,Madame

I stayed at you hotel from the 21st to 28th june 2022. On thursday 23rd my phone was stolen from your casino.

I spoke with the security manager on the 26th as the security offficer on the 23rd would not report it stolen and told me someone would be in contact with me. I completed a report with the security manager and was told someone would be in contact within the week. I have still not heard any thing. I am in utter disbelief that you allow theives to operate i.

Your premises, as i was told even if you see on cctv someone take the phine you will not confront them . As a guest visiting the luxor for a second time i am totally disappointed y this.

My firat visit with you in 2017 was brilliant so recommended you to thw whole wedding guests visiti g ny brothers wedding. I am disappointed now as not only was my phone stolen the whole stay was a let down and dis not live up to excellent stay i had in 2017.

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User's recommendation: Go to another hotel. I have not even had a reply to my complaint

2 comments
Guest

Who did you want security to report it to? Nothing prevented you from calling the local police and filing a report.

Sarah R Cwd
reply icon Replying to comment of Guest-2212531

I did call the police and report thank yoh . As I thought I knew who did it they could have looked at the cctv and. Onfirmed it then I could have got the police to come and search him.

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Hyunseung C

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
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Verified Reviewer
| map-marker Suwon, Gyeonggi-Do

Regarding the reservation

Luxor Las Vegas - Regarding the reservation
Hello, I made a reservation for Luxor Hotel and Casino as I participated in the ICWN conference. However, I made a reservation, but only part of it was paid by the card We have to submit the payment details as evidence. Name: Hyunseung Choo Please check. Thank you.
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Preferred solution: Full refund

About

Related Companies

MGM Resorts International, BetMGM, Borgata, Excalibur Hotel and Casino, Bellagio Hotel and Casino

Summary

Luxor Las Vegas is a 30-story hotel. It was founded in October 1993. The headquarters is based in Las Vegas, Nevada, United States. Luxor Las Vegas is owned and operated by MGM Resorts International. It has more than 4,400 rooms including 442 suites. Customers can check availability and reserve a room online on the hotel website. There is a casino with over 2,000 slot machines and 87 table games. Luxor Las Vegas also has four swimming pools, whirlpools, a wedding chapel, and retail stores. It offers an affiliate program for partners. The hotel provides gift cards for any denomination. Luxor Las Vegas accepts credit cards.

Luxor Las Vegas reviews and complaints

Luxor Las Vegas is ranked 192 out of 1983 in Hotels and Resorts category

Area Served

USA, UK

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