TripAdvisor Traveler Rating

I just got back from my trip, and was sent this email to review my stay experience. My room was on the 5th floor. I requested to have additional access to the 2nd floor to access the self parking lot easier instead of having to go down to the first floor then walking all the way around. Being a 100% disabled veteran, with a leg injury, it would’ve helped a lot more to have access to the 2nd floor where I could just go 3 floors down and walk down the 2nd floor hall to the self park bridge to the parking lot. (This is the same way I went to my room, parking lot to 2nd floor hallway to the elevator up to the 5th floor) The check in lady didn’t seem to care and stated that it was a security concern. If it really was a security concern I could understand. But the 2nd floor is open and can be accessed by ANYONE without the use of a room key. All you gotta do is come in from the parking lot and you’re on the 2nd floor. Or, walk up the stairs or ramp from the sports bet and your on the second floor. Not to mention, the elevators all have cameras in them. How hard would it have been to allow access to someone, with an legitimate injury/concern. As MGM likes to pride themselves with being supportive of Veterans, this part time was a no go. Leaving the hotel I had more bags that I came with, and this made it difficult to get to the parking lot when I departed as well as every other time I went to the car. I didn’t mind the room location as I actually preferred being on the first 5 floors, I just wished the registration person could’ve been a little more compassionate and maybe would have consulted with a manager. Also during big events, a portion of the parking lots should be reserved for hotel guests. I returned during a BTS concert and was rudely yelled at by a security when I asked if there was guest parking available. Instead I was yelled at to park at Excalibur. Again, a hotel guest, and disabled veteran with a leg injury from military service, parking farther than needed. Way to take care of hotel guests. I did not want to be “that person” and demand a manager as there seemed to have been a skeleton crew at registration anyway. I had rented 2 rooms, and at least they had enough sense to put them close and on the same floor. I usually have a good experience here but this was the second time I had issues with small requests like this regarding my injury. I am not the type of person to make a scene and/or take away from employee by making them feel any less of a person by demanding a supervisor/manager as I know they have a job to do also. I am just asking they have more of a thoughtful/compassionate angle and listen, rather than straight rules. I understand rules, but I also know they are bent for people who spend more and who are that of status, I just wished my status as a disabled veteran meant something this trip. I’d she had seen my account (which is what I basically felt like) she would’ve seen my enrollment in their MVP program and I would have gladly shown my Veteran ID. Of course this is my personal experience, and I’m sure others have had better, whether it mattered to them or not where their room was and how high, able to get around easier or not, but they asked so I’m telling.

The theming is Vegas fun. I splurged and booked an “Elite 2 king bedroom suite” that said it was 1600 sq ft for my friend and I. When we arrived at noon our room was ready! The check in to make keys was a bit of a mess as the app was having trouble and no one could use digital keys or make keys. So I went to the line to talk to someone. The gal in line helped me and sent me a QR code to make keys. We made it up to the room to find a small mini suite with one bed. Arrrgh. I went back downstairs to stand in line again to show my reservation vs what we received. She said “oh we need to assign you the room next door”. So she did. We went upstairs and opened the adjoining door to make it a 2 bedroom. It was ok, but these were not the elite rooms nor was it near the 1600 SQ ft they boast on their site. I’m sure they oversold and gave us a regular mini suite with adjoining room. The adjoining room had 2 queens and not the king mentioned on the website. I mentioned this again when checking out. I checked out at the desk because this place is bait & switch and I wanted to see my bill. They dismissed me and still charged me for the big suite I did not get. I will not stay here again because I like to book the room I want and receive what I pay for.

Do not stay here. The place is rundown. The shower was clogged when we first arrived. The drain kept spewing up fluids from the drain. The staff were unwilling to help. Maintenance did not show up. The elevator shakes heavily and it feels like final destination. Terrible experience.

We have been to Vegas and stayed in the Luxor several times good hotel and casino staff with friendly and helpful the hotel is starting to look a little worn, especially in the elevators but still totally enjoyed our stay

I had issues with someone entering my room and taking valuables. It's important to use the lock box provided and I didn't do that. However, the front desk manager Jhoy V. went above and beyond to compensate me and address my concerns. I was very impressed because it's a busy BTS weekend and very chaotic. Thank you again Jhoy V.