Luxor Hotel & Casino — Hotel in Paradise

I recently stayed in the Luxor on business and found a few points unsatisfactory. Surprisingly so. Here’s a few:|Nearing arrival I was offered to check in by the app; I couldn’t get it to work.|I wanted to select the green option and also late check out when leaving ($30).|As the app didn’t work, I had to join a long line and use a receptionist.|On check in I asked for my room not to be serviced. Go green – I don’t need new towels each day.|I also asked for late check out but was told that ‘it would be at least $40, but dynamic pricing and that can only be requested the day before departure’ – price and whether possible. I pointed out the app allowed it, but receptionist seemed indifferent and pointed out I was not using the app; the indifference extended to the fact I pointed out the reason why – the app didn’t work.|I get to my room. The wardrobe must be about 4’ wide, with 2 generous and comfy queen sized beds, but only 4 hangers?! Off I traipse to reception to ask for some – and I’m told I have to return to my room and await housekeeping to bring some up (tip generator, I presume).|Next I was having my room serviced daily, despite being told on check-in it would only be a ‘health check’ every 3 days. Sadly one day I returned to my room to find it had been left ajar, the deadlock operated when open so it could not close. Trust me I check my door each day, and thankfully I use the safe. I didn’t complain, as I am sure they’d sack the person responsible (presumably the cleaner). |Instead, I tried to get a “do not disturb” sign for my room. Of course, none in the room, so I go down to reception for some, and I’m told to call down to housekeeping and they’ll bring one up (another tip surely expected). I was heading out, so couldn’t go back to my room.|Ergo, that night I called housekeeping and lied – I said “I’m sick so need to sleep all day, please don’t disturb me and to cancel the service of my room”. That sadly proved pointless, it was serviced the next day … but read on:|Suspecting as much I left the cleaner a polite note on the floor asking they check they close the door properly as they had not the previous day. |So I head out next day, a busy day, and I return to my room that evening … but the key card would not work.|I went back down to reception and got a replacement card. Back up I traipse, and find that doesn’t work either. Argh! Down again I go to reception, but this time I explain I am growing tired and frustrated. After carry-on about getting new cards, I am told I will need to go to the room and wait outside for Security, but then she stops me and says there’s a flag on my room – there’s been a flood …|Now, I wondered how they knew as the carpet outside was dry, so either they had gone in (against my request) or perhaps it was discovered from the floor below. |I am told it’s the tub and I might have to move room – I retort I only use the shower and would rather not move. Anyhow …|Upstairs I go (level 7 in a tower btw, quite a schlep) and wait. Eventually a Security dude saunters up and I am finally allowed in. Some 45 minutes has passed by now so I have to inform colleagues to crack on and I will have to miss the planned dinner.|I go into my recently serviced room, yes, the one that was not to be disturbed, and can finally relax. No sign of any flood, no wet carpet .. no evidence of a flood.|Now, I need to look smart for the following day and having missed my friends I decide to iron some shirts. I use the iron and ironing board provided in the room. Shocking – thankfully not literally, but possibly! I know the US now has some plugs with 3 pins, but the iron’s 2 pin plug – when used in the top socket – partially falls out. Not only maybe less conductor connection than needed for an iron (I don’t know – I am not an electrician) – but the pins are exposed! The iron gets hot, so it’s live !!! and I could easily short across them … as could anyone. That’s dangerous so I duly report it.|Day before I am due to check out, I get up early to go explore the “dynamic pricing” of a late check-out with reception. I’m told I can’t ask until 6pm. Another WoT.|Luxor – I am not a fan and far from impressed. I can only presume this is indicative of the rumours it’s going to be...

The only reason this has one star is because I can't give it zero stars ANDDDD they did do something at least to rectify our stay.

We were previously staying at MGM Grand for 4 nights, but we had wanted to stay an extra night. We went on our app and we saw that Luxor was available and reasonable. On the app, they gave us a "free upgrade" to the Staywell King.

From check in to check out was almost a hot mess. We got there early, because on the app we checked in and it said our room was ready. We arrived, and went to the check in counter. The receptionist was so ill mannered, unwelcoming and even had a little attitude, cutting me off as I was trying to explain our parking pass.

Nevertheless we were assigned to the purple tower (25th floor). The elevators on that side are incliners which means they go up at an angle. I thought it was kind of cool. We got to our floor, got to our room, and we walk in and bang, hit with the same 100 degree heat that was outside. The A/C was not on and the room was super dusty. So dusty in fact that me, my husband and baby all started sneezing right away.

We tried to push all the buttons and nothing worked to turn on the A/C, at this point we called the front desk. We were on hold for 8 minutes, with no answer. So I called from my personal mobile phone and we got through. We explained the situation to them and they said they would send someone up to check on it, and that the rooms on that floor are hot because the A/C has to work harder. So in my mind I'm like why would you put people in an "upgraded room" on a floor where they know is hot, when it is already 110 degrees outside.

Nevertheless, They said if we wanted to change rooms we had to come all the way back to the front desk and they didn't have any other rooms unless we downgraded. So we told them that we would wait on the handyman. It was 30 minutes before Jesse showed up, please note I had to undress my newborn because he was overheating.

Jesse was a breath of fresh air, so respectful and tried his best to get the A/C working, he was able to help us out and was even willing to help us move. He was apologetic and even called the manager for us. They offered us a $75 dollar resort credit and said we would get back our resort fee for the inconvenience. They also said they would send up a fan. After another hour, the room was just as hot, the fan had not arrived and it was getting worse because of the position of the sun beating right into the room.

My husband eventually went downstairs, to demand some form of compensation (upgraded room), or to be moved to a room that was equal to our reservation. After much back and forth, they unwillingly moved us over to the gold side (other side of the hotel), where the rooms were sufficiently nicer and guess what the A/C was working!!! Brent helped us with our bags and showed us to our new rooms. Also he did his job with such a spirit of excellence. He had fantastic knowledge on all the restaurants and places in the hotel. He with Jesse are the only reasons why there is a 4 stars rating for service on this review. The new rooms were nicer, there was even a soaking tub in the bathroom. I could tell the room had not been cleaned completely as there was shaven hair all over the sink. However it wasn't even worth me calling the front desk to comment, as it had already just been a hassle. They refused to refund our stay, and were willing to hand out resort credit over simply fixing the problem. Not sure why it required this much back and forth but it was just so much.

After we finally got to our room my husband went downstairs to get us Starbucks, he was stuck in the elevator for 20 minutes because his key would not work, and everyone else who came into the elevator after him keys were also not working. He was trying to call for help but there was no answer and after all that we had been through the space of the previous 4 hours we just thought it is best we sleep and leave this place as soon as possible.

I hope I'm clear when I say I WILL NOT BE RETURNING TO THE LUXOR...

I used to love the Luxor when I was a kid. I was always fascinated with the pyramid, I mean how many modern buildings are pyramids? Indeed, it still is a modern example of engineering and unique architecture, and stepping into the atrium is always awe inspiring.

However, tough times have fallen on my beloved hotel. Luxor is one of the budget friendly options within the MGM Resorts conglomerate, along with Excalibur. We chose to stay here on a whim, since it was going to be comped with a generous resort credit. One thing that makes staying with an MGM property easy is being able to check-in using the mobile app. Our room was ready well before we arrived, and all we had to do was get keys. The registration line was long on a late Friday evening, so do the mobile if you can.

Our comped room was a tower one bedroom suite. I usually like staying in the pyramid because of the views from the hallways and taking the inclinators (now called just regular elevators). We were put in the Silver, or East Tower. Its quite a maze to get to the elevators, down so narrow and dark halls. The elevator bank was terrible, two of the 8 elevators were not working, and those that did was a roulette wheel on whether or not the hotel key card scanner would work. Every time we got on, there was an issue getting to our floor because the scanner wouldn't work. You will go up and down like some sort of escape room trying to get to your room, and everyone else we meet complained about the same thing. With 2 elevators not working, and the rest of them a roll of the dice, evenings had the elevator packed. If you are on floor 5 or less, its probably better that you take the stairs.

The room itself was impressive upon first entering. The ceilings were very tall, giving a sense of airiness. The furnishings were dated and worn, but the overall flow of the room was weird, with empty unused spaces. The bedroom doesn't have a side table on one side, but instead a desk. There were no easily accessible outlets on either side of the bed to charge our phones, no USB connectors either. The bathroom was large, but again lacking. There is no door from the bathroom to the room, but there is a door to the water closet. There is plenty of counter space, but again, everything was dated. Worse, the shower pan was smooth and slippery, my wife slipped on it when entering. The shower surround also leaked profusely on the slick marble flooring. IF YOU STAY HERE BE CAREFUL OF SLIPPING IN AND OUT OF THE SHOWER. In addition, they switched over to bulk toiletries with no separate conditioner. They also didn't give us any face towels/wash towels, only bath, floor, and hand towels.

The mattress is a standard spring type, on the softer side probably because its so old. There were adequate pillows which held their shape nicely, of the alternative down type. In the afternoon, the room became unbearably hot. Our room faced the West, and even with the AC cranked all the way down, it was easily 80 degrees inside our room; it didn't cool off until several hours after sunset. Ask for a room the doesn't face the West, either in the tower or pyramid, the dark glass makes the room an oven during the warm months.

The rest of the hotel is very pedestrian. The removal of ancient Egypt theming really doesn't give this hotel any heart or soul. The casino has low ceilings, is strongly scented of cigarettes, and just doesn't have a good vibe. Excalibur and Mandalay Bay are short 10 minute walks inside connected corridors, and have a much better atmosphere. The food court has several underwhelming and expensive places; I opted for the Backstage Deli instead which was OK, nothing good or bad about it.

Bottom line, if its your first trip to Vegas, pick a hotel towards the center of the Strip (Like Planet Hollywood or Linq). Luxor is a decent walk to New York New York, MGM, and Park MGM/T Mobile Arena. Its a cheap option if you are in town for a game at Allegiant, its one of the closest mega resorts that you can walk from (but its still a 20+...