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darquelf

Do not stay at the Luxor if you need to rent a power wheelchair.

1.0 of 5 bubblesReviewed 5 Aug 2021
My partner has MS and for longer walking periods requires a wheelchair. She rented a power wheelchair from a company that was almost half an hour late dropping it off because even though we were told it would be at the Uber pickup, the driver had to drop it off and the Excalibur and wheel it over the bridge to the Luxor, per the hotel policy. This is a violation of the ADA and if you have any mobility issues whatsoever, between the shower with no door making the bathroom floor dangerous and the wheelchair drop off issues, do not stay at the Luxor.
Date of stay: July 2021
2.0 of 5 bubblesValue
1.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
3.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
2.0 of 5 bubblesSleep Quality
Review collected in partnership with MGM Resorts International
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at Luxor Hotel & Casino, responded to this review
Responded 13 Aug 2021
Dear darquelf,

Please accept our sincerest apologies for the disappointments experienced during your stay. Our teams at The Luxor are dedicated to making sure our valued guests like yourself, are warmly welcomed, well served, and truly appreciated. It is our goal to provide a phenomenal resort experience for our valued guests, and sincerely apologize for the unpleasant experience while attempting to obtain mobility assistance. We assure you this is not the norm and have escalated this feedback to the front desk, guest services and hotel operations leadership teams on property.

We appreciate you taking the time to provide us with your insights so that we may identify areas of opportunity for improvement. We sincerely apologize for the shortfalls with making a reservation for mobility accommodations and would like to prevent any such misunderstandings from occurring in the future - whether they be at our properties or any other hotel chains. It’s important to consider that in the US (and many other countries), Hotel laws are in place to ensure the safety of all our guests. Please rest assured that The Luxor fully operates in compliance under the Americans with Disabilities Act (ADA) to provide necessary accommodations for lodging and full access to our property. Although it is not legally required, all Security teams at MGM Resorts International properties will always have wheelchairs available for our guests upon request. While not the norm, there may be some circumstances when all of the wheelchairs on property are in use by our guests. If such unfortunate circumstances were to arise, our front desk teams will then assist by providing the next best available option - which would be utilizing the services of "Scooter Bug" our official vendor for wheelchairs and scooters. This partnership has allowed our company to implement strict guidelines on rental policies which will protect our valued guests. With sincere apologies, our team has communicated your feedback regarding the concerning prices for these rentals.

Due to safety reasons and prior unfortunate incidents, MGM Resorts International no longer allows third party businesses other than "Scooter Bug" to drop off scooters on our properties. This change in policy was done with the safety of our ADA guests in mind. If our guests wish to disregard our precautions and conduct business with outside vendors which have not been vetted nor can be held liable by our teams for any shortfalls, they may certainly make these arrangements off property.

Once again, we sincerely thank you for taking the time to provide our team with your detailed review. Feedback such as yours is critical as we look to improve our operations moving forward. We are eagerly working towards the day all of our properties will be in full swing once again. Please rest assured we take your feedback to heart as we strive to improve to the best of our abilities. We hope that you will consider giving us another opportunity to regain your trust and welcome you back in the future.

Kind Regards,

Yadira
Guest Experience

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 6 August 2021

Only 2 elevators were working out of 4. Had to wait an unusually long time for an elevator to get to room. Depending on the time of day there were over 10 people waiting for 1 elevator. Many guests were discouraged with the wait times.

Date of stay: August 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
Thank paahana2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at Luxor Hotel & Casino, responded to this reviewResponded 7 August 2021

Dear paahana2021,

We are saddened to learn that your visit to The Luxor fell below your expectations and our quality service standards. Please accept our sincerest apologies for the disappointments experienced with the elevator maintenance and the inconveniences this caused during your stay with us. We assure you this is truly not the norm and have provided this feedback to the facilities, housekeeping and hotel operations leadership teams on property. We truly appreciate you taking the time to provide us with your insights which allows us to identify areas of opportunity for improvement. Feedback such as yours is critical as we look to improve our operations moving forward. We are diligently working towards the day all of our properties will be in full swing once again. Please rest assured we take your feedback to heart as we strive to improve to the best of our abilities. Our property is currently undergoing renovations and we hope that you will consider giving us another opportunity to regain your trust and welcome you back in the future.

Kind Regards,

Yadira
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 August 2021

My husband and I stayed here this past weekend. Our first room was in the tower and the toilet leaked. We called the front desk and was moved right away to a pyramid room. Glad we switched, made the stay much more unique in the pyramid. The elevator to the room was an experience in itself. Although it is an older hotel, and does need some updating nothing kept me from having a good time. My only complaint would be the shower had half a door so water did run over the bathroom floor so be careful. All the workers and restaurant staff were excellent. Would recommend this hotel

Date of stay: August 2021
Thank Amanda E
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 5 August 2021

Hair was found in the shower and towels. Front desk confirmed that resort fee will be waived since it was booked with Hyatt points but we were billed with resort fee later. Will definitely not stay here again

Date of stay: July 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
Thank Hanlc2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at Luxor Hotel & Casino, responded to this reviewResponded 6 August 2021

Dear Hanlc2021,

We are saddened to learn that your visit to The Luxor fell below your expectations and our quality service standards. Please accept our sincerest apologies for the disappointments experienced during your stay. We truly appreciate you taking the time to provide us with your insights which allows us to identify areas of opportunity for improvement. Please rest assured that such service shortfalls in not the norm and our team has shared your feedback with our front desk and hotel operations leadership teams.

Unfortunately, our team is not able to currently locate your reservation without additional information. We sincerely apologize for the inconveniences this has caused and would like to facilitate further assistance. In order to better assist you with this matter, our team will require the reservation details. At your earliest convenience, we kindly request that you reach out to our guest relations team at The Luxor via e-mail at: guestrelations@luxor.com Please provide your first and last name, dates of stay, and the concerns which were noted above and our team will be happy to assist with ensuring the resort fee was indeed waived.

Feedback such as yours is critical as we look to improve our operations moving forward. We are diligently working towards the day all of our properties will be in full swing once again. Please rest assured we take your feedback to heart as we strive to improve to the best of our abilities. Our property is currently undergoing renovations and we hope that you will consider giving us another opportunity to regain your trust and welcome you back in the future.

Kind Regards,

Yadira
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2021

the overall experience was mediocre. The employees was awesome. I am upset about my room because water overflowing onto the floor as I took a shower… My key didn’t work like it supposed to. The high limit room was closed so it forced me to play uncomfortable amount of money in front a crowd … No room service after a certain time also no rewards for spending over 7k at your hotel during my stay…

Date of stay: July 2021
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
Thank cterrellthomas
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MGM Resorts Guest Experience, Owner at Luxor Hotel & Casino, responded to this reviewResponded 6 August 2021

Dear cterrellthomas,

We are saddened to learn that your visit to The Luxor fell below your expectations and our quality service standards. Please accept our sincerest apologies for the disappointments experienced during your stay. We assure you this is not the norm and have provided this feedback to the facilities, guest services and hotel operations leadership teams on property. We truly appreciate you taking the time to provide us with your insights which allows us to identify areas of opportunity for improvement. Feedback such as yours is critical as we look to improve our operations moving forward. We are diligently working towards the day all of our properties will be in full swing once again. Please rest assured we take your feedback to heart as we strive to improve to the best of our abilities. Our property is currently undergoing renovations and we hope that you will consider giving us another opportunity to regain your trust and welcome you back in the future.

Kind Regards,

Yadira
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2021

The updated room (pyramid king suite) was great. It is a solid affordable spot to stay on the strip. The room was spacious, quiet and very comfortable. I plan to book again next time I'm in town. I've stayed at a variety of hotels on the strip over the years, and Luxor does not disappoint, I recommend it to my friends and family planning to visit.

Date of stay: July 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with MGM Resorts International
Thank Peter M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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