TripAdvisor Traveler Rating

Spent way more time waiting for elevators than I have at any hotel in over 40 years of traveling. Completely unacceptable. In addition, electronic key did not function, offering another opportunity to wait for said elevators. I was in the red elevator bank, I do not believe all are this bad.

Stayed in two different rooms, one was clean and updated(but needed to rent the mini fridge), other room was kinda run down with a very dirty air filter for the AC

1. Room was not available at check-in time. Needed to wait for room to be cleaned. 2. Key card did not function in elevator. Stuck in elevator till I realized we possibly may just be able to press button for lobby. 3. No air conditioning in elevator. 4. Was harassed at kiosk location by another individual checking in. 5. Vending machine on floor does not work. Only wanted to purchase water. 6. Unable to contact front desk/guest services. No answer.

I'm actually confused as to the lack of professionalism by the hotel in general. When an alarm goes off at 3:30 in the morning and everyone is woken up in a panic because the message is cryptic and nerve-wracking, shouldn't there be some communication between the staff and the guests? For example, "This is the staff at Luxor. There is no need to panic. The alarm was triggered accidentally." If you'd like I can teach your staff customer service because that's what I do.

We stayed at the Luxor and upon arrival we were not greeted by staff we were greeted by a lineup that led to a computerized system. You needed to have your phone out and ready and needed to work through they computerized check in system. My friend and I had been travelling for over 9 hours, both our phones were dead, and we were looking forward to checking in with a human and enjoying some down time in our room. After unpacking in the lobby, charging my phone, finding my confirmation number their system was flawed and would not accept my passport ID. Then had to find a staff member that could help me, that took forever. I was yelling in the middle of the reception area for someone to help. I had already asked the bell hop to call someone to help but they stated that wasn't something they could do. Once I got a staff member to override their system and I could finally check in then you have to wait and hope you receive a check in email then that sends you to another computerized system to get your hotel keys set by yourself. I personally would rather pay more for my room than endure this messed up system. I did finally check in to my room an hour and half later very frustrated and not happy to be on holidays. This was just the beginning of our stay, and we were already getting the run around and the staff didn't not care, they just politely stated this is what management wants so this is how it is. Once checking in it was obvious they don't take care of dust. My friend has a dust allergy and once we entered our room she started having an allergic reaction because of the dust in our room. We also figured out we were sharing our room with cockroaches and were killing them on the daily. We again went down to let them know and were told to stand in the long line up to give our report. Again, the staff reiterated this is what management wants. We decided to let housekeeping know since they are always in the hallway and they at least tried to take care of our concerns. I will never stay at this hotel again and unless you feel the bargain is worth sharing your room with cockroaches and having no customer service I highly recommend you spend your money somewhere else. This is not good value for your money.