Complaints

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.

• Initial Complaint

  Date:07/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My 5 year old had a incident in MGM GRAND hotel room as soon as we arrived and checked in July 11, (hotel and cleaning is at fault for incident) when trying to reach a manager it was impossible , instead they sent security to my room to make a report, when I went down stairs to speak with management manager ******** ***** at 11:30 am refused to speak with me stated he didnt care he was BUSY and it had nothing to do with him and for me to take it up with security I advised it its involving a minor and he should take things more seriously he stated he has over 5000 rooms and incidents everyday shrugged his shoulders he then turned around and went to go take a bite of his sandwich. The picture attached is A Video of him eating his breakfast while he neglected a serious matter.

  Business Response

  Date: 07/16/2025

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

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Upon making a reservation with the *** GRAND in ********* (1ZGOQSRTEW) May 25th to May 31st Room number ***** i booked a 6 night stay with a 2 night comp as part of the hotel offer. I paid a deposit of $125.85 with an estimated balance due at check in of $736.70. Once arrived i posted an **************** card that the front desk charged the room balance plus a security deposit which totaled $1100.00 dollars. All that was fine and acceptable. As i was viewing my charges per day on there TV under account services i did not see any of my nights complacentry. I went to the ******************* as directed and was told my reservation does not show any complacentry nights. I had paperwork from the original reservation in hand to show the staff member showing the offer. The staff member reviewed my paperwork and informed me that its not guaranteed and gave me a hard time and wanted to argue every angle why i did not receive my offer. After asking to speak to a manager she left me there for approximately 10 min to tell me her supervisor can do anything for me. But a host will comp me the 2 nights as a one time courtesy. Come to find out they comped me 1 night with my own money on my players card instead of honoring my 2 night comp from my reservation. This is an outrage and a plan to deceive the customer into thinking i received something from the *** Grand when i did not.

  Business Response

  Date: 06/11/2025

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

  Customer Answer

  Date: 06/12/2025

   
  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:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 arrived at 9 pm on 5/6/2025, exhausted from traveling with delays from ******* to *********, **. During check-in we were not told the hotel was under renovations nor any signs posted. The loud banging, scratching, scraping noise started at 3 am, I called security to request they investigate. They did not tell me about the construction above us. We did not sleep that night and couldnt sleep during the day because the noise level was deafening. After three times requesting a room change about 2 pm on 5/7/2025 they changed our room. I should be reimbursed for the lost night and the nuisance of withstanding the noise. The resort fee dropped but we didnt use any of the facilities because our vacation was ruined.

  Business Response

  Date: 05/16/2025

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

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to formally file a complaint regarding a recent experience I had during my stay at the *** Grand in **********On Sunday night/Monday morning around 3:00 AM, I noticed multiple bed bug bites on my body. I immediately called the front desk to report the issue, and they moved me to a different room. However, this required me to pack all of my belongings and relocate in the middle of the night, disrupting my stay.Upon arriving at the new room, the door would not open using the digital keys provided. I contacted customer service for assistance, and the agent, ****, was extremely rude and unhelpful. He spoke disrespectfully to my wife and told us we would have to walk back to the lobby approximately a seven-minute walk to get a new key. Given the late hour and the circumstances, this was unacceptable.When I returned to the lobby, I explained the situation to the evening supervisor. He offered to upgrade my room, but at that point, all I wanted was to get some rest. He also agreed to refund the resort fees as compensation for the inconvenience.While I appreciate the gesture, I believe a full refund for my stay is appropriate given the severity of the situation. I later emailed *** Grand supervisors to request further resolution, but they responded that the resort fee credit should be sufficient. I do not agree.Although *** claims that they tested the room and found no evidence of bed bugs, I have attached photographs of the bites I sustained during my stay to support my claim.Given the discomfort, inconvenience, and lack of proper customer service, I am requesting a full refund for my stay at the *** Grand. I hope the BBB can assist me in resolving this matter.Thank you for your time and attention.Sincerely,**** ********* ********** Reservation #*********

  Business Response

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My mgm rewards is ******** and my cosmo identity was ******. Lets just say *** has dropped the ball with my rewards. I use to get comp rooms all of the time at both *** and cosmopolitan. I live in *********** and have going on two years. I do not know who I have to talk to to fix my issue with lot receiving comp rooms which is causing my status to drop because Im not spending for rooms and gambling. The whole point of the comp rooms is to assist with any losses gambling. I think when the two rewards combine I took a total loss of points and status can someone look into this and help me. I have contacted rewards and I get no where.

  Business Response

  Date: 04/30/2025

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

• Initial Complaint

  Date:04/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On April 19, 2025 around the mornings of 1:40-1:45p I was racially and sexually profiled, for the first time in my life at the ****************** in MGM Grand Hotel & Casino I ****** ***** came here to ********* with my family for Wrestlemania weekend. Recommended by receptionist club was great until, While sitting at one of my friends booths/tables, I was asked for my drivers license, by security and then was told to walk with the gentleman. The security began to escorted me from out the club and down the elevator, without any reasoning, or any understanding of why I was asked to follow him. I made sure to respond, assertively, and patiently in order to figure out what was happening. I was told by management that I was being accused of Soliciting. Not familiar with the terminologies or meaning, management explain the definition, and it was shocking to hear. I made sure to offer anything that they needed and wanted to be as helpful as possible to understand what was happening. And why this assumption was made. Of course Later, after 15/20minutes of investigation, the claims were founded as faults and management explained there was a misunderstanding, but I can no longer re-enter the club.Having served my country for several years, and currently a *** student. It hurts deeply to be racially profiled and having false accusation on my name. Management deframed my character, and did a horrible job investigating, a false Allegation. Of course they said IT WAS A MISUNDERSTANDING Being embarrassed and humiliated walking out of a nightclub, knowing I was innocent of some thing, I had NO CLUE OF was such a painful and devastating event. I never want any person to ever feel the pain, embarrassment, and emotional scarring that I felt on 4/19/2025. As a professional trainer in the fitness work, and a military veteran, these actions on 4/19/2025 from ***************************** has caused a Defamation of character and has emotional scarred me forever.

  Business Response

  Date: 04/25/2025

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

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23226392
   
  I ****** *****, I do not accept. I have added attachments documents.

  Business Response

  Date: 04/29/2025

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

  Customer Answer

  Date: 05/05/2025

  My last response from MGM casino and hotel loss prevention management was that their is an investigation being done on the issue. Once information is received from that investigation, I will have new updates.

  Customer Answer

  Date: 05/20/2025

  I have been communicating and updating with BBB on the report of ************************************ night club since April. Unfortunately The *** company has not updated me on anything involving my case or situation. I have been very patient waiting for someone to reach out to me and no one has.  I havent had anything to updates in weeks. But I do not request for this case to be closed. 

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Stayed in hotel on 3/28. Toilet broke at 1130pm. Maintenance arrived at 1230. Told me it would take hours to fix. I had early flight so I said come back tomorrow. Never saw him again. Called today explained situation, they didn't care. Told hotel I would contact you, they said go ahead and hung up. I'm not asking for much, just a partial refund. Thank you.

  Business Response

  Date: 04/01/2025

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

  Customer Answer

  Date: 04/02/2025

   
  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:03/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 gave this establishment $500 cash, had no transactions and no explanation, they made available a balance of only $380 of my $****** NOT trust this app for sports bettingI asked for a full refund or an explanation and they would not give me either.

  Business Response

  Date: 03/12/2025

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

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Fake rewards *** Rewards accounts has been created using my identity. Below information I could able to see in the account, phone number and address is not related to me.Account Number - ***************** used in the Account - *************************,Phone - ************,Email - ****************** I have submitted the online request to close the account but *** resort has denied to delete the account. Its very hard to deal with *** rewards customer service and they don't respond properly on the call. I can not keep following up and want account and any personal information used in any other place to be deleted.Please check the fake account opening email I received from *** in the attachment.

  Business Response

  Date: 02/12/2025

  Dear Valued Guest,  

  We have contacted you directly via email.  
  
  Sincerely,  
  Guest Experience 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22929516
  
  I am rejecting this response because: I have been victim of Identity Theft, I want this account to be closed and any other my personal information to be removed  as soon as possible. I am attaching copy of FTC and Police complain. Please send it to MGM resort.
  
  Sincerely,
  ***** ******

  Business Response

  Date: 02/28/2025

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

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I had email confirmation from MGM Guest Experience that my fraudulent account has been successfully deleted, and all associated information has been removed. Please check the attached screenshot of email response. 
  
  Sincerely,
  ***** ******

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Subject: Formal Complaint Regarding Stay at *** Grand ********* Dear *** Grand Corporate Customer ************************************** **************** I am writing to formally lodge a complaint regarding my recent stay at the *** Grand ********* from February 5, 2025, to February 8, 2025. My experience fell far below the standard I expected from a prestigious establishment such as yours, and I am requesting an appropriate resolution.Upon arrival, I was required to pay an unanticipated $300 deposit. While I understand the necessity of security deposits, I was not informed of this charge beforehand. Additionally, despite the deposit being held, I was restricted from making room charges. This lack of transparency is concerning.Once I checked into my room (14th floor, Room 210), I encountered multiple issues that significantly impacted my stay:1.Cleanliness Concerns: The bathroom shower was not thoroughly cleaned, with visible buildup in the grout. Additionally, I found blood stains on the main bedspread, which is an unacceptable and unsanitary oversight. The furniture and carpet were tattered, further diminishing the quality of my ********************************* Issues: The water in my room failed to get hot. I was later informed that the hotel was undergoing extensive renovations, including bathtub removals, which affected water service and caused early-morning disturbances from power tools and loud construction noises 3.Excessive ******************** Unexpected policiessuch as $50 charges for touching the mini-bar, storing personal items in the refrigerator, and excessive smoking fineswere not made clear at the time of booking. and resort fees and taxes deducted from my deposit that was only supposed to be held for charges to the room otherwise would be fully refunded. The staff was very unprofessional disregarded my complaints and try to justify $50 a day resort fees +7 dollars a day taxes that were taking out of my deposit that was for Incidentals

  Business Response

  Date: 02/11/2025

  Dear Valued Guest,  

  We have contacted you directly via email.  

   

  Sincerely,  

  Guest Experience 

  Customer Answer

  Date: 02/12/2025

  This reflects from the minute I checked in from the deposit discrepancy till I walked in the room to take a shower fresh off the plane. The water was cold and this is what I woke up to after going to sleep after doing my college studies at 5 AM after this is when I proceeded to go to the front desk to make my initial complaint where I was told All I have to do is cut the sink on for the hot water run the sink first then start the tub and unfortunately yes, there is construction on the 15th floor and up where were moving tubs, but I wasnt informed of any of this at any point. Also this is even before I discovered the biohazard on my blanket and when I complained about that, I was pretty much blown off and told I shouldve complained sooner even though I had.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22917951
  
  I am rejecting this response because:
  Subject: Re: Formal Complaint Regarding Stay at MGM Grand *********
  
  
  Dear *******
  Guest Experience Specialist
  MGM Grand Hotel & Casino,
  
  
  Thank you for your prompt response and for acknowledging the issues I experienced during my stay at MGM Grand *********. While I appreciate your apology and your offer of a suite upgrade with $150 in food and beverage credit, this does not adequately address the level of inconvenience, frustration, and disappointment I endured.
  
  
  I traveled over ***** miles to *********, entrusting MGM Grand to provide a comfortable, enjoyable, and stress-free experience. Instead, my trip was filled with unsanitary conditions, undisclosed construction, water issues, unexpected fees, and dismissive customer service. The significant cost of traveling to *********, combined with inflation and the already high premium of staying at an *** property, only magnifies my frustration. The $150 credit youre offering is insufficientit barely covers two bottles of water at MGMs inflated prices.
  
  
  Outstanding Issues & Concerns:
  ******** & Safety Violation The blood-stained bedding in my room is more than just an inconvenienceit is a serious health hazard and a complete failure in MGM Grands cleanliness standards. This is unacceptable, and I expect real compensation for this egregious oversight.
  2.Undisclosed Construction & Water Issues At no point during booking was I informed of the ongoing renovations, bathtub removals, and water disruptions. This lack of transparency is deceptive, and had I been aware, I would have chosen a different hotel.
  3.Unexpected & Excessive Fees Policies regarding mini-bar charges, refrigerator use, and incidental holds were not clearly disclosed before my stay. The lack of upfront transparency led to unnecessary inconvenience and frustration.
  4.Unprofessional **************** When I attempted to resolve my concerns, I was met with rude and dismissive staff. In particular, ***, the employee I spoke with on February 8th, refused to provide his last name or an employee ID, claiming he was the only *** in the entire hotel. This lack of professionalism and refusal to provide proper assistance only added to my frustration.
  
  
  Resolution Request:
  
  
  Given the level of disruption and the increased cost of my trip due to inflation and MGMs premium pricing, I request the following:
  1.Compensation for the unsanitary conditions in the form of a complimentary future stay at MGM Grand of 7 days considering what it will cost me to travel there, even if my hotel is covered (not Excalibur or NY-**) once renovations are completed, with no blackout dates.
  2.An increase in the food and beverage credit to $300, given that $150 is insufficient considering MGM Grands inflated prices.
  3.A formal acknowledgment from MGM Grand addressing the transparency issues regarding construction, fees, and cleanliness policies to ensure future guests do not experience similar issues.
  
  
  I chose MGM Grand because of its reputation, but this experience has severely damaged my confidence in your brand. Given the level of inconvenience I endured, I expect a resolution that fairly reflects the disruption and financial impact this trip had on me. Please confirm how you plan to proceed.
  
  
  Sincerely,
  ******* *******
  [******************************]
  *************]
  [confirmation: 9SZJ7KQLFZ]
  [Expedia itinerary: 73018999735814]
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 02/13/2025

  
  
  Subject: Urgent: Revised Resolution Request and Notice of Evidence *** Grand ********* Stay
  
  
  Dear Guest Experience Team,
  
  
  Thank you for your prompt responses regarding my stay at *** Grand ********* from February 5th to February 8th, 2025. While I acknowledge your attempt at a gesture of goodwill with the offer of a complimentary 3-night return stay and a $300 food and beverage allowance, I must state that your proposal is both insufficient and offensive given the severity of my experience.
  
  
  I traveled over ***** miles to ********* during an event-packed weekendincluding Super Bowl festivities, a concert at the citys premier nightclub, and a famous rappers birthday celebration as well as my own birthday celebration with the expectation of a premium, seamless experience at a property renowned for its luxury. Instead, I was exposed to multiple hardships:
  Unsanitary Conditions & Biohazard Exposure: The presence of bloodstains on the bedding in my room is a serious biohazard and a blatant failure of your housekeeping standards. Being forced to sleep in a room that endangered my health is not only unacceptableit is inexcusable.
  Undisclosed Construction & Service Disruptions: The ongoing construction, which resulted in disruptive noise and cold water, was not communicated to me prior to my arrival. This omission represents a failure to provide the accommodations and experience for which I paid.
  Unacceptable Treatment & Dismissive Communication: Over four separate communications, I have repeatedly raised these issuesincluding the unprofessional behavior of your employee ***, who refused to provide his last name or an employee ID. It is deeply offensive that after enduring such disrespect and hardship on my trip, I came home and attempted to email *** and its corporate office directly, only to have my emails returned as undeliverable. It wasnt until I contacted the Better Business Bureau that I finally received a responseone that came through a BBB complaint rather than directly with myself.
  
  
  Please be advised that I have documented evidence in the form of photos, video recordings, audio, and other proof supporting every complaint I have made. Additionally, there are recent legal cases in which hotels were held liable for exposing guests to biohazards in public spaces. I reserve all rights to pursue every available legal remedy if this matter is not resolved to my satisfaction.
  
  
  For these reasons, I cannot accept the current offer of a 3-night stay with multiple restrictions. To resolve this matter fairly, I am formally requesting:
  ******* (5) days in an upgraded suite with a Strip view at the *** Grand ********* property, with no blackout dates.
  2.Confirmation that the $300 food and beverage allowance will be maintained.
  
  
  Please understand that this request reflects the significant disruption, safety concerns, and disrespect I experienced. Should a satisfactory resolution not be reached within seven (7)days, I am prepared to escalate this matter by contacting corporate legal, the *******************************, and other consumer protection agencies.
  
  
  I look forward to your immediate and comprehensive response.
  
  
  Sincerely,
  
  
  ******* *******
  ******************************
  ************
  Confirmation: 9SZJ7KQLFZ
  Expedia Itinerary: 73018999735814
  

  Customer Answer

  Date: 02/15/2025

  I provided the offer in the photo section. Theyre being very unreasonable and trying to minimize what I endure traveling ****************************************************************************************************************** blackout dates restricting when I can utilize my room this was during my birthday weekend as well and I just feel they have malicious intent. I couldnt even get through to them until I contacted the Better Business Bureau. All my emails were being rejected. Im just about to contact the **************** and the gaming commission and their corporate legal department. Im willing to escalate at this point thank you for the BBB otherwise I may have been ignored.
  
  Subject: Urgent: Revised Resolution Request and Notice of Evidence *** Grand ********* Stay
  
  
  Dear Guest Experience Team,
  
  
  Thank you for your prompt responses regarding my stay at *** Grand ********* from February 5th to February 8th, 2025. While I acknowledge your attempt at a gesture of goodwill with the offer of a complimentary 3-night return stay and a $300 food and beverage allowance, I must state that your proposal is both insufficient and offensive given the severity of my experience.
  
  
  I traveled over ***** miles to ********* during an event-packed weekendincluding Super Bowl festivities, a concert at the citys premier nightclub, and a famous rappers birthday celebration as well as my own birthday celebration with the expectation of a premium, seamless experience at a property renowned for its luxury. Instead, I was exposed to multiple hardships:
          Unsanitary Conditions & Biohazard Exposure: The presence of bloodstains on the bedding in my room is a serious biohazard and a blatant failure of your housekeeping standards. Being forced to sleep in a room that endangered my health is not only unacceptableit is inexcusable.
          Undisclosed Construction & Service Disruptions: The ongoing construction, which resulted in disruptive noise and cold water, was not communicated to me prior to my arrival. This omission represents a failure to provide the accommodations and experience for which I paid.
          Unacceptable Treatment & Dismissive Communication: Over four separate communications, I have repeatedly raised these issuesincluding the unprofessional behavior of your employee ***, who refused to provide his last name or an employee ID. It is deeply offensive that after enduring such disrespect and hardship on my trip, I came home and attempted to email *** and its corporate office directly, only to have my emails returned as undeliverable. It wasnt until I contacted the Better Business Bureau that I finally received a responseone that came through a BBB complaint rather than directly with myself.
  
  
  Please be advised that I have documented evidence in the form of photos, video recordings, audio, and other proof supporting every complaint I have made. Additionally, there are recent legal cases in which hotels were held liable for exposing guests to biohazards in public spaces. I reserve all rights to pursue every available legal remedy if this matter is not resolved to my satisfaction.
  
  
  For these reasons, I cannot accept the current offer of a 3-night stay with multiple restrictions. To resolve this matter fairly, I am formally requesting:
      1.    Seven (5) days in an upgraded suite with a Strip view at the *** Grand ********* property, with no blackout dates.
      2.    Confirmation that the $300 food and beverage allowance will be maintained.
  
  
  Please understand that this request reflects the significant disruption, safety concerns, and disrespect I experienced. Should a satisfactory resolution not be reached within seven (7)days, I am prepared to escalate this matter by contacting corporate legal, the *******************************, and other consumer protection agencies.
  
  
  I look forward to your immediate and comprehensive response.
  
  
  Sincerely,
  
  
  ******* *******
  ******************************
  ************
  Confirmation: 9SZJ7KQLFZ
  Expedia Itinerary: 73018999735814
  

  Business Response

  Date: 03/05/2025

  Dear Valued Guest,  

  Thank you for reaching out to us concerning your recent visit.

  As a follow-up to our previous conversation, weve carefully examined the details of your request with our senior leadership team. While we empathize with the challenges you faced during your stay, we would like to confirm that our offer of a complimentary 3-night return stay in a remodeled Strip View room and a $300 food and beverage credit still remains.

  Please don't hesitate to reach out if you have any further concerns, and we look forward to welcoming you back soon.
  
  
  Sincerely,  

  Guest Experience 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22917951
  
  I am rejecting this response because: after repeated attempts to get *** to acknowledge the severity of placing me in a room with a biohazard and undermining, everything I suffered during my trip due to them not upholding their standard. I dont think three days with blackout days are sufficient like I told MGM Grand I was there doing an event my birthday weekend and Super Bowl weekend at the Livis nightclub in the country and everything was great except for the hospitality as well as me being placed in that room with that bad mate with blood stain comforters MGM I feel is being a bully and their last correspondence they told me that if I didnt accept everything was off the table so I havent responded since nor have they for a $10 billion a year company to act like them putting me in ***** way is no big deal is enough for me to be willing to escalate the matter, especially since all I asked for was no blackout dates and I was going to accept their terms so since they have no room to accommodate someone that values their company it has spent thousands of dollars over the years with Them Id rather end up with nothing than to allow MGM Grand to minimize the circumstances and tell me take it or leave it. 

  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/06/2025

  Dear Valued Guest,
  
  Thank you for your response, and we sincerely apologize for the difficulties you have encountered concerning the blackout dates and your overall experience. We fully recognize the importance of providing a safe and comfortable stay for all of our guests, and we are truly sorry that this was not reflected in your recent visit.
  
  After further discussions with our senior leadership team,we are prepared to offer more flexibility. We would be able to make an exception and accommodate your future stay without blackout date limitations,provided that we receive at least one month's notice prior to your requested dates. We want to clarify that the blackout dates are in place to ensure your room's availability and to help manage demand, particularly for high-traffic periods like holidays and major events. With this increase in prior notice, we will be better equipped to accommodate your requested dates.
  
  We understand your concerns and want to assure you that we are committed to improving our services to ensure that all our guests have a positive experience. We greatly value your continued loyalty and hope you will allow us the opportunity to make things right on your next visit. If you would like to move forward with this arrangement or have any other questions, please dont hesitate to reach out.
  
  
  Sincerely,  
  
  Guest Experience 

  Customer Answer

  Date: 03/08/2025

   
  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. I will accept the no blackout dates with a months notice only for special occasions but no booking in advance otherwise not looking to prolong this complaint just want to restore integrity with *** and move on with life ,thank you for being willing to resolve this issue 

  
  Sincerely,
  
  ******* *******