MGM National Harbor Hotel & Casino — Attraction in Oxon Hill

My wife and I have been to this MGM location many times. But yesterday was the worst experience we have ever had anywhere. The casino was great as normal we had fun. We were having a awesome afternoon until we went and decided to eat at Diablo's Cantina. When we arrived at the hostess desk, there was not a line and it was 5pm on saturday July 20th 2024. They could check the cameras and see the four of us standing there. We were asked if we made a reservation, Of course, we replied no and Asked if there was a wait. She replied, yes, nearly 45 minutes. We said, okay, let's make a reservation for 6 PM. So we are guaranteed we have a table. She did this and we went back to the casino to play a few more games. After getting back to the casino, we discussed how we noticed. Many tables were open And how it would've been nice if they just set us, but it was fine, we were willing to wait. At 6pm We walk back over to the restaurant. The same hostess is there to greet us We tell her our last name And she proceeds to look over the screen for about thirty seconds, then seats us at a table closest to the entrance of the restaurant, but that's not the problem. Immediately I say this was one of the many tables that was open forty five minutes ago. My mother in law states I was correct. We start looking over the menu and I realize that the table is sticky. Then we can see food is still stuck to the table in several different locations. After nearly eight minutes, we are greeted By someone who is pouring our waters. We tell her the table is sticky and point to the dried caked on food And she starts quickly rambling, that she'll get someone to clean the table. Then another a woman comes to the table. And tells us all basically that we are stupid and dumb and don't understand that what's on the table are stains and burns, and she proceeds to wipe down the table with what smells and looks exactly like alcohol wipes. That explains the sticky tables.Because as anyone knows, if you constantly use alcohol on a table with a polyurethane finish, it will ruin it and become sticky over time. But she raises her voice slightly and gets assertive about the fact that they are stains.Anyway, she finishes wiping down the table and walks away.Then we all proceed to scratch at the Food that is stuck to the table. That is not stains, because they feel raised.Of course, it all begins to scrape off. I know from working in restaurants in my younger years that if somebody thinks something is a stain, they aren't cleaning well enough and that only makes me think. How disgusting their kitchen probably is. We all decide. It isn't worth ridiculous prices on the menu, so we get up and go to leave. I then think it's necessary to let a manager know. When I walk past the bar and go around the corner. The restaurant opens up and is beautiful with great views and huge glass windows. That's when I realize we were stuck in the corner, by the front Door at a dirty table on purpose. After asking an employee and they point to the manager, I approach her, and I explained to her everything that I have said above.She then proceeds to tell me that she guarantees.There's no dirty table in the restaurant in that perhaps i've had too much to drink. That made me laugh out loud in her face, Since I had not had anything to drink yet and we were at this restaurant to get the pitchers of margaritas, we had heard about from friends. Needless to say, we left quickly and decided just to eat the crab cake sandwiches in the food court that we have always enjoyed. We then went back into the casino and enjoyed another hour of playing before deciding that mgm didn't deserve any more of our money This day. My wife and I may return one day to play slots, but that sadly will be it other than eating in the food court. We also will not recommend the location for any reason to anyone.Ever again. We won't even tell people we are going to play at the casino or post about it. I wish they would do better but they won't even read...

I hope this email finds you well. On June 1st I visited the MGM casino located in Oxon hill. Upon my visit there I decided to play slots. While playing a particular slot approximately 5 or 6 am, I unknowingly dozed off for a few minutes, I was aggressively approached by two security members to be escorted off the premises, upon attempting to leave I noticed my wallet (including my car keys, military I.D and all credit/debit card) were missing. I expressed to them that I couldn’t leave without finding these items or I’d have no way of getting home, to my demise both security guard proceeded to argue with me and laughed in my face. They then proceeded to tell me that they looked up my information in their system prior to approaching me to wake me up and saw that I was in the military, they then tried to intimidate me and threaten my military career by saying “I wonder what your chain of command would do to you if they knew you refused to leave” while having the nastiest smirk on their face. They then proceeded to tell me that they’re also aware that I lost my players there before, insinuating that I was a problem. Mind you this is my first interaction with these 2 particular guards. So before approaching me these two guards went in the system and unnecessarily dug up my information and background that was provided to the casino confidentially, then threatened my military career while I refused to leave without my wallet (all the while I was not trying to create any problem). Serving this country is very sacred to me, and to visit the mgm establishment and to have my military career threatened by two security gaurds because I couldn’t leave without my wallet while making a mockery out of me has probably been one of the most traumatizing experience I have faced. I feel betrayed and violated of my privacy and rights. Furthermore I came to this establishment for entertainment and spend a few hundred maybe a few thousands occasionally and this is the way I was treated. I trusted the mgm casino when I disclosed my military service and my personal information. I am not a violent or disrespectful person so it hurts even more that I was not treated with any type of dignity or concern. All I wanted was for the security guards was to pull the cameras to see what happened to my wallet and car keys. Ultimately the security manager “Proter” came along and took over the situation. He informed me he ran the camera and appearantly I had gotten pick pocketed and that there’s nothing else they can do because the thief had already left. I broke down in tears and informed him of the threats I had gotten from his security employees, he refused to give me their names and told me they did nothing wrong. Needless to say I spent 3 days stuck in my car in the parking garage, due to my key being stolen without any type of help/concern or follow up from management. I am very disappointed in the MGM casino and the way I was treated like an animal after spending thousands of dollars there. Needless to say I will never return to this establishment and will be sharing...

I, and friends, stayed 2 nights at the MGM National Harbor in celebration of a friend’s birthday. She wanted a relaxing staycation and we believed the best place to experience top tier facilities and service would be at this resort like hotel. We never expect perfection, but to state that we were disappointed would be a severe understatement.

We booked a King Suite and another double room. The first thing that we noticed and sought to address was the significant odor. While it remained for the duration of our stay, we didn’t bother to address it again. One Room was extremely cold and had a malfunctioning light in the bathroom. We called for support, and someone was sent up shortly to address these concerns. The gentleman was kind and did what he could, but was unable to fix the heat. We were moved to a larger suite on the 21st floor and were grateful for the upgrade. However, we did have to change our dinner reservation because of this move. Dinner was at Voltaggio Brothers, where they had run out of 3 main courses, limiting what we could order.

We visited the spa on Saturday January 18th. Two of the employees checking us in were on FaceTime calls while supporting us with checking in. The therapists were mostly great, however two of the ladies in my party (who were serviced by the same gentleman) shared discomfort with their services. They weren’t sure how to perceive it and chose to err on the side of “it was fine” until one shared that she’d been cornered and asked for her telephone number before returning to the waiting area. We’ve been to the spa here many times and this experience was just… different.

Staggering our return to the room to ensure quick shower accessibility (because we’d just exited saunas and steam rooms), we left the spa at different times. We found that the shower knob in one room was stuck and, because we didn’t want to risk breaking it, we called for support. After 30 minutes, when no one had yet arrived, we called the front desk again for support. The woman responded saying, “didn’t you already call?” as if it were an issue that I was calling back. When I explained that we still hadn’t received support, which was the reason I was calling again, she stated, “well the elevators are broken only one is working so they’ll get there when they can get there.” I shared with her that I didn’t appreciate her tone considering I was simply hoping to access my shower. I asked if she could possibly guide me in case it was user error, and the woman stated, “I don’t know all the knob types i can’t help you, i haven’t been in that room.” Needless to say, there were several parts of this conversation that left me feeling undervalued and unappreciated as a customer.

Respectfully, we spent a value of nearly $3500 (acknowledging that I paid one night with 90,000 points), on rooms alone. An additional $1000+ in spa treatments and nearly $1000 in food and beverage were also spent. I am highly disappointed in the experience I had at this hotel and would hope that there’s a potential resolution...