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Business Profile

Hotels

Excalibur Hotel & Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 44 total complaints in the last 3 years.
  • 18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was scammed out of my money, I paid for a hotel and I never got a hotel and I went to complain to the hotel they brushed me off ********* Excalibur, Wilmington,Deus And Excalibur Hotel & Casino Scammed me out of my money ******** refused to despute

    Business Response

    Date: 07/09/2025

    Dear Valued Guest,  
    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

  • Initial Complaint

    Date:06/16/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    All you can eat + all you can drink mimosas advertised as 11am-2pm with 90 minutes time limit. Entered after 1pm, bar closed at 2pm but were not informed of the shortened time period. Staff were unhelpful and reluctant to talk, let alone provide any help. Not sure on the consumer protection laws in the ** but this would be illegal in the **, where we are visiting from. Very unhappy with the lack of transparency. We are aware this is Vegas, but surely *** are not beyond the law?This complaint does not include how poor the hotel is, which could be another complaint entirely.

    Business Response

    Date: 06/20/2025

    Dear Valued Guest,  
    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

    Customer Answer

    Date: 06/24/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:06/05/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello and thank you so much for helping out! My name is ****** and my Reservation numbers are:973243918 ********* Theres another one I cant find right now Our check-in date is from June 3 to June 9Th We prepaid for only one day and had a balance of only $360 left to pay Upon check in, the manager ********, Claimed that its policy for Excalibur to charge the resort fees ahead of time.We were billed $45 per night in resort fees before we even checked out! We had a total of three (3) rooms, they billed resort fees for each night for each room totaling over $1,000!!!!This is insane!! Especially given the fact that they never even gave us the appropriate rooms to begin with! We paid extra to stay at The Stay Well rooms, They have better amenities and seem cleaner, except thats not what they gave us!Attached our photos of how the room was, there was strands of hair and the shower did not have the promised infuser It would only be fair for us to pay those resort fees if we were actually given the rooms, promised, we should not be responsible for any of these resort fees with how dirty the rooms were and the fact they didnt have the promised Amenities The manager refused to offer any help whatsoever, we arrived at the hotel at 9 PM and for four hours he made us struggle and cry and go through anxiety just to try to figure out how to pay for the resort fees when we were not supposed to be responsible till the very end

    Business Response

    Date: 06/06/2025

    Dear Valued Guest,  

    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

  • Initial Complaint

    Date:05/28/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello!! My name is ***** ******** and I was an Excalibur guest from May 19th-May 24th 2025. Upon checking into the Excalibur hotel on May 19th 2025 between 2pm-3pm - I inquired about the Resort fee and told the guest service employee that I thought Priceline provided Excalibur with the total amount since I booked the room via Priceline.. I am not sure if the guest service employees must go by a script or the employee did not know the correct answer to my question but the ************* employee told me to wait while she speak with her supervisor..Please be advised that I waited.. The guest service employee returned and stated that *** and Excalibur are going to waive the Resort Fee because clearly there was a mistake with Priceline and MGM plus Excalibur can't hold you accountable for Priceline not providing an email stating that the resort fees must be paid separately..The guest service employee told me that the resort fee of $255.10 would be waived but I must swipe my card because Excalibur and MGM grand requires a $300 deposit which I would receive back approx 3-5days after I checked out.. An amount of $255.10 was withdrawn from my bank card on May 24th 2025. Why was this amount removed from my account on May ********* if the Excalibur hotel employees told me that the resort fee would be waived? I disputed this charge of $255.10 with my bank on 05/27/2025 since the ************* employee stated the resort fee would be waived. Also be advised that this matter should be addressed with the employees within Excalibur so this doesn't happen again.If the employee within Excalibur lied then its best to let this employee know that she shouldn't lie and say a fee would be waived then charge the guest the amount after the guest checked out of the hotel and flew home. Thanks ***** ******** ********************************************************************************************** ************

    Customer Answer

    Date: 05/28/2025

    The company deposited the $255.10 back into my bank account.

    This matter has been resolved 

    Business Response

    Date: 05/28/2025

    Dear Valued Guest,  


    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

  • Initial Complaint

    Date:05/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    May ***** 2025 First day we got there we were not told about paying a parking fee. we are new to ***** so hearing this was shocking. After going to our room and being told of hidden fees we were never told of, we were disappointed in the smell of the room, no fridge, no microwave, stains on the wall, tv only showing one channel, etc. first morning of waking up staying there i began to develop itchiness on my neck and feet. after checking out and coming home i saw people on social media who stayed there experiencing the same things saying that they got athletes foot and bed bug bites. this is completely unacceptable and in regards to this i was wondering if i could be compensated for the bad experience ive had for the stay in *********, not the rude staff. via picture was the second night at the hotel

    Business Response

    Date: 05/28/2025

    Dear Valued Guest,  
    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

    Customer Answer

    Date: 06/06/2025

     
    Complaint: 23366988

    I am rejecting this response because:

    im not exactly rejecting it . I just still dont feel very satisfied with the response . Ive recieved a parking lot fee of 120 $ back .. my entire stay was worth over 2300$ thats a huge difference for unsatisfaction CONSIDERING this hotel not only represented ********* and the strip but it is said and supposed to be one of the among best hotels to stay at . Dealing with a rash everytime being in the room wasnt fun at all , but dealt with it .. the smell of the room was blowing my mind how not even the extractor can pull the musty smell of the room and Im sure isnt just our room . I honestly just expect a whole lot more from this hotel due to the fact that its on the strip and is just as expensive as a non casino hotel .. UNLESS I see some sort of change within the hotel itself including the staffs willingness to help people specifically ones who seemed stressed out . I would NOT recommend this hotel to any of my family and friends .. I AM OPEN to any other form of gesture or accommodation for the distress and not as enjoyable experience in the hotel 

    Sincerely,

    ******* ******

    Business Response

    Date: 06/09/2025

    Dear Valued Guest,  
    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

  • Initial Complaint

    Date:03/31/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Per Excalibur Hotel and Casino I paid a $200.00 deposit which is returned upon leaving the Casino and Hotel a few days later.The deposit has yet to be deposited into my bank account.I want the $200.00 deposited into my account as agreed.Also, I was charged an additional $200.00 full of fees once I checked in.

    Business Response

    Date: 03/31/2025

    Dear Valued Guest,  
    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

  • Initial Complaint

    Date:03/20/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a room at excalibur for $69.16. Excalibur charged me $48.29 and $378.01 for a total of $426.30. Every time I contact them they transfer me around and around, but never try to explain the charges.

    Business Response

    Date: 03/27/2025

    Dear Valued Guest,  
    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

  • Initial Complaint

    Date:02/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Arrived at the Excalibur hotel 2-14-25 after our sons *** graduation and parked in their secured parking garage that we paid for. Within 2 hours of parking our vehicle was stolen. The hotel did absolutely nothing. We did not like the way we were treated. They treated us as if we stole our own vehicle and were unapologetic. Everything we owned was in this vehicle as we were moving from ******* to ******. They basically shrugged their shoulders at us.

    Business Response

    Date: 02/25/2025

    Dear Valued Guest,  
    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

  • Initial Complaint

    Date:01/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We stayed at the Excalibur Hotel from January 21st to January 26th. Prior to our arrival, I made several calls to inquire about the amenities provided and the deposit process. Unfortunately, I received inconsistent information that was quite confusing. I was informed that the rooms would have a fridge and coffee, as well as access to an indoor swimming pool and exercise facilities; however, none of these amenities were available. Additionally, the deposit process was handled separately, contrary to what I was promised over the phone. The elevators did not seem secure, and while the exterior of the building is quite attractive, the interior could benefit from some updates. The toilet paper provided was uncomfortably rough and should be replaced. I would recommend improvements in customer service, the addition of a divider between smoking and non-smoking areas to prevent discomfort for guests affected by smoke.

    Business Response

    Date: 01/28/2025

    Dear Valued Guest,  

    We have contacted you directly via email.  


    Sincerely,  

    Guest Experience 

    Customer Answer

    Date: 01/29/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** **************

  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Me and my wife recently stayed at the Excalibur Hotel & Casino from Dec. 2 -Dec. 5, 2024. We checked out of our room the morning of Dec. 5 and spent the day on the Strip as we had a late flight back to *******. At approximately 4PM we realized that we had accidentally left our passports in the unlocked (broken) safe (broken) of our hotel room. I immediately contacted the hotel upon realization of the oversight and spoke to the Lost and ***************** They advised that they did not have any passports handed in to their office but they would contact Housekeeping and call me back. 20 minutes later a ***resentative from Housekeeping called me back and confirmed that the room had been cleaned but they did not come across the passports, and advised new guests were in the room.. I made what I thought was a simple request, asking them to send either a housekeeping **** or security, or both, to the room to retrieve our passports out of the open safe. I was advised by the Housekeeping *** that they would not have access to the room until the new guests' check out date of Dec. 9, 2024. With my flight leaving later the night of Dec. 5, 2024, this was not acceptible, especially knowing that Housekeeping access the guests rooms EVERY SINGLE DAY!. Housekeeping refused to enter the room to retrieve my passports and suggested that I speak with the Front Desk Manager. I was forwarded to the Front Desk Manager who also advised that they could not access the room because of "privacy issues", and explained that they needed the current occupants' permission to enter the room. I questioned them why housekeeping were permitted to enter rooms at other times without permission. No sensible explanation was provided. Front desk tried calling the room and guests' cell phone. Luckily after a couple of hours of immense stress, they answered the phone and gave permission to access the room. The entire time our passports were being retrieved, Front Desk Managers were laughing openly.

    Business Response

    Date: 12/31/2024

    Dear Valued Guest,  
    We have contacted you directly via email.  

    Sincerely,  
    Guest Experience 

Excalibur Hotel & Casino is NOT a BBB Accredited Business.

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