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:04/03/2024

  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.

  On 03/29/2024, my sister, who is autistic, and I were viciously assaulted by multiple individuals inside the arena. Despite having reported threats to your security personnel prior to the incident, no meaningful action was taken to ensure our safety. The lack of intervention and the dismissive attitude displayed by your staff towards our concerns is utterly unacceptable.It is evident that the security team at MGM Grand ************ is not only ineffective but also demonstrates a blatant disregard for the well-being of patrons. Their non-responsive and ego-driven approach to handling security matters puts vulnerable individuals at risk and fails to maintain proper crowd control.After the attack we were told to leave the venue and return to our room upstairs at MGM or go to jail. Not only did your security team fail to prevent the assault, but they also mishandled the situation afterwards. When we requested to file a police report following the attack, we were callously denied this basic right. Instead, we were advised to return to our room and deal with the matter at our own convenience. This negligent response only exacerbated our distress and left us feeling abandoned by the very establishment that should have ensured our protection.I would like a refund of my tickets and action to be taken so this never happens to anyone else again. This could've been avoided if we were taken serious.

  Customer Answer

  Date: 04/08/2024

  Attached are some of the injuries from the attack at the Grand ************ located inside ***. We asked for securities help and we were denied, minutes after returning from reporting their plan to attack us we were ATTACKED by multiple people. The chairs pushed at us left us with severe damage and bruising. We were hit in the **** and HEAD by men and have not been the same since then. 

  We urge you to not only refund us but to hold the team onsite responsible and never let this happen to anyone. 

  Business Response

  Date: 04/24/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  MGM Grand Guest Experience

  Customer Answer

  Date: 05/14/2024

  They have not reached out to me privately, please re open this. 

  Business Response

  Date: 05/15/2024

  Dear Valued Guest, 

  The Guest Experience team sent an email on April 24th to the email address provided to the Better Business Bureau. The email has been sent once more to ensure you receive it. 

   

  Sincerely, 

  Guest Experience

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21526447
  
  I am rejecting this response because: it contradicts what their corporate office sent to me and does not provide any real information suggesting they took this serious. They didnt even address me by name in the initial response. They also state that they stand by my sister and I being beaten and then thrown out by MGM Grand Garden security despite us reporting the threats to their team before being attacked. They arent taking responsibility and thats fine, I will continue to work with the corporate rep from the ethics line. 

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

  Business Response

  Date: 06/07/2024

  Good Afternoon, 

  After speaking with MGM Grand Garden Arena Security leadership, their decision will stand. Due to the behavior of both parties, we are unable to offer a refund for the event tickets. If we could kindly consider closing this claim, it would be much appreciated. 

   

  Sincerely, 

  MGM Grand Guest Experience

  Business Response

  Date: 06/10/2024

  Good Afternoon, 
  
  After speaking with MGM Grand Garden Arena Security leadership, their decision will stand. Due to the behavior of both parties, we are unable to offer a refund for the event tickets.
  
  Sincerely, 
  
  MGM Grand Guest Experience

• Initial Complaint

  Date:03/28/2024

  Type:Sales and Advertising 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 sent my friend my promotional link to sign up, deposit $10 into her account, and we would both receive $50 in free play. She did everything as instructed by following the link, creating an account, and depositing $10 into her account. Neither of us received the $50 casino free play. I contacted support and they wouldnt help me and had her contact them. She contacted them, explained that she created a new account and never got her free play. They told her sorry, theres nothing we can do for you. So I contacted them back asking what the problem was and they refused to help, and said she would need to contact them again. She met all of the criteria for the promotion and there was no reason for the promotion to not be valid. We read all the fine print and she was compliant with all rules and regulations. This promotion is a scam and they are using it to get people to sign up so they can sell their data.

  Business Response

  Date: 03/28/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience 

  Customer Answer

  Date: 04/11/2024

  The complaint has not been resolved. BetMGM is making excuses and not honoring their promotional offer.

  Business Response

  Date: 04/22/2024

  Dear Valued Guest, 

  We have responded to you directly via email. 

   

  Sincerely, 

  Guest Experience 

• Initial Complaint

  Date:03/15/2024

  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.

  Hello, My name is Jazz, I am having some concerns with this hotel and as a customer, I am very disappointed. I stayed at this hotel last February 2023. This was my first time staying at this hotel and being in Vegas so I was truly excited for the overall experience. From the beginning to the end, unfortunately, the stay here was terrible. Upon arrival we had to switch rooms twice, the first room was occupied and the twice room hadn't been cleaned yet. My husband and I were never given an apology. We were treated as if we got on the staff's nerves. Our second night was a complete nightmare. I was awakened at almost 3 am by the guest next to me fighting. The security came to my door thinking it was my room when it was the room next door.. I was very upset because I had to get up at 5:00 am to work and even after this we were not given any apologies or made aware of what was going on. I felt completely unsafe and didnt even want to leave the room. Once we left I contacted a manager by the name of ****. **** was very apologetic and was upset that he was not made aware of this issue by his staff. **** promised that the next time my husband and I stay he would take care of 1 night for all the inconvenience. I have tried to contact **** over 20 times and have been unsuccessful. Any time I try to speak to a manager at this hotel I am advised that a manager will call me back whenever they have time. I find this to be very unprofessional and it has been over a month and I still haven't heard from anyone. I am so upset because I have stayed at other MGM places and have never been treated as such. I would like to speak to someone immediately about this issue. I will also be reaching out to the media. Thank you ************

  Business Response

  Date: 03/19/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  MGM Grand Guest Experience Team

• Initial Complaint

  Date:02/21/2024

  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 February 13, 2024, at 3:00am, I was standing right on The *** grand property waiting for the ******************* shuttle to take me to the airport. During this time, a homeless person walked up to me and proceeded to bother and harass me. I walked away from him twice when he tried to hand me a card. I refused to take his card. He continued to hound me he reached out and struck my hand with the edges of the card and said the card was full of acid and then you're going to get it. He lunged at me. I took a defensive position and I struck the guy and knocked him to the ground and told him to leave me alone. I moved further closer to the entrance of the hotel. the guy got up and tried to assault me again and again I had to defend myself and I knocked the guy to the ground a second time. I finally heard the valet saying that that he trying to get security on the radio, but they were not responding. Again, I tried to walk away from this homeless person and move even closer to the door where I heard a woman say he tried to bother me earlier also and I should have maced him. At that time someone was yelling to the homeless guy to leave me alone and walk away before you get arrested. Shortly thereafter a female security personnel, small in stature, responded to the area but stayed by the valet desk with her hands in her pocket. a couple minutes later security officer on a bike rode down to where the homeless guy was walking but he was long out of sight by that time. I'm a 65 year old man with high blood pressure and a minor heart condition, carrying a backpack piece of luggage when I was assaulted on The *** grand property. The question i have is where are the security cameras? Someone certainly had to see me out there dealing with this guy and having to defended myself. As a guest at the hotel, I shouldnt have had to deal with a situation like this. This is unbelievable and unacceptable. No one checked on me. No one asked if I need any medical attention. I was not question by the hotel security staff. The female security that did arrive, stood with her hands in her pockets and then walked back in the hotel. My hands were swollen for 4 days after this incident.

  Business Response

  Date: 02/21/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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.

  I am writing to demand the immediate reversal of an erroneous charge of $500.01 levied on my **************** card dated December 25, 2023. This charge, which *** Grand Hotel, *********, has listed as a "smoking penalty" for my stay from December 22 to December 25, 2023, in Room ***** with Confirmation Number ********* is entirely unfounded.I firmly assert that I did not engage in any smoking activity within the hotel room at any point during my stay. The evidence provided by your hotela readout from a smoke detector sensoris inconclusive and not a representation of any wrongdoing on my part. Notably, the supposed incident occurred while I was not present in the room, a fact that can be corroborated by witnesses.The hotel's reliance on this technology, without providing additional evidence such as security camera footage or logs, is insufficient grounds for the charge. Smoke detectors are known to produce false positives, which raises significant doubts about the validity of the penalty I am being subjected to. Despite my request, the *** failed to provide any additional evidence, such as security camera footage or logs, to show my presence in the room during the alleged smoking incident. Instead, the woman at the reception desk told the security to throw me out of the hotel and "go dispute it with the credit card company".Upon research, I have discovered numerous complaints and grievances against *** Grand for similar, dubious smoking penalties. These accounts suggest a concerning pattern of potentially unjustified charges, further casting doubt on the validity of my charge.

  Business Response

  Date: 02/12/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

  Customer Answer

  Date: 02/14/2024

   
  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 since they agreed to refund the unjustified and baseless amount they had charged as smoking penalty. 
  
  Sincerely,
  Vahidreza Arbab

• Initial Complaint

  Date:02/05/2024

  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.

  MGM online and call centre uses a reservation system for shows that struggles with ******** address and credit card matching. Reservation specialist shared that this is common problem with ******** reservations. Suggestion - fix your darn systems - its ****!

  Business Response

  Date: 02/07/2024

  Dear Valued Guest, 

  Thank you for sharing your feedback and concerns. We have forwarded your concerns to the appropriate department leaders for review. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  Date:01/19/2024

  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.

  In brief.No complimentary upgrades although full availability and knowing that it was my wifes and I anniversary and honeymoon. We were lied to by multiple guest regarding rooms. One out nine staffer was actually polite and wasnt aggressive and mean. Room had trash from previous guest in the ice bucket when we checked-in. Nothing was done in regards to that. Hotel leaked in the lobby and parking lot on the last night. Smell of sewage throughout the property. Extra fees for everything. Not a single flower was given. Our note was disregarded. Trash laying in the corridor with no one to pick it up as it was there before we left for dinner and still there 2 hours and a half later. To absolutely top it off, on our checkout the maid came between 10am and 10:30am knocking aggressively, my wife and I were getting ready screaming back not to enter only to have the maid see me **** naked while I was getting ready. This is a plain privacy violation. My wife luckily was just dressed up.No resolution, no care, multiple problems throughout the stay. Most of them listed previously. To make it clear, unresolved problems and our treatment was horrendous in these areas: check in, hotel room, mgm rewards, billing checkout, privacy violation and more.

  Business Response

  Date: 02/02/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21167831
  
  I am rejecting this response because:
  
  It does not go far enough with my initial request.

  My request was a full refund and potentially a compensation. 
  I received a revised folio but was still charged. Although I am happy progress was made, I am not satisfied has the hotel does not have understood the gravity of what has happened. Notably with the cleaner on the last morning. It is a breach of my privacy.

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

  Business Response

  Date: 02/07/2024

  Dear Valued Guest, 

  We have contacted you directly via email.

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  Date:01/16/2024

  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.

  this complaint is about theyr betting app (betmgm). there are issues where you can not login on your account because they ask for a verification pin that you are supposed to get to your phone via sms. the problem is that i dont get that sms . i read alot of people have this issue and they dont seem to fix. they used to have an option to get the pin on your email but they got rid of that option. i contacted them many times to try to help me get on my account but they dont do anything. last times i contacted them they dont even answer back. thanks !

  Business Response

  Date: 01/23/2024

  Dear Valued Guest, 

  Your concerns have been shared with the appropriate BetMGM state team for further assistance. 

   

  Sincerely, 

  MGM Grand Hotel & Casino Guest Experience 

  Customer Answer

  Date: 01/24/2024

   
  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:12/11/2023

  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 a professional athlete, came to ********* to *** grand hotel and casino for a week arriving 12/04/2023 leaving 12/10/2023 to prapare for a world championship jiu jitsu tournament. The day of the weigh in of my competition i got stock in the mgm grand studio tower elevator for 50 mins until de fire department came to open the door, so could not reach my competition on time. I lost for this reason and my sponsors are very upset about this and I need to prove them what happened but the *** manager couldnt see me because they said he was busy so they send a manager of the security department but he was not helpt at all (*********************) and I dont know what else to do to get some compensation because this affected me in a big way and nobody is here to show their face to talk to me

  Business Response

  Date: 12/14/2023

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  I was charged $1,000.01 as a smoking penalty. I dont smoke. No smoking happened in my room. The hotel claims this happened because of their ****************. I did spend hours in their smoke filled casino. Maybe that caused it. ************************* who identified himself as the top of the customer service chain was incredibly dismissive. I dont smoke. This is absolutely insane.

  Business Response

  Date: 12/14/2023

  Dear Valued Guest,

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

  Customer Answer

  Date: 12/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I can accept the result but I cant ever stay at that property again. I was treated like child, completely disrespected and lied to. This should have never happened. No apology. Even with the complaint. Absolute miserable experience all around.  
  
  Sincerely,
  
  *****************************