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| - MGM Signature: Where COMPLIMENTARY means you will be CHARGED
Overview:
- Room was put on hold for me for my Birthday
- Was informed it was a Full House
- Was informed there was never a room set aside
- Was then informed I should have come earlier
(which I did 2x but could not get to a front desk attendant)
Mr. Gonzales, mgr, informed me that they had a "full house" with "no available rooms". He left it at that and I gather he hoped I would go away. I informed him that this was completely unacceptable and unprofessional. If I was not to have a room, do not promise one to me.
Mr. Gonzales offered to send Strawberries, Champagne, Wine and a $50 Dining Credit to my room. I requested late check-out and Mr. Gonzales agreed to 2pm to compensate for our delayed check in.
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- Complimentary Strawberries & Champagne in new room
- Room was given away
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- Was told there were no rooms available
- Waited for me to leave the front desk
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- Indicated to the mgr that this was not a professional way to handle this matter
- Offered a new room
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- Complimentary Strawberries, Champagne and Wine
- I was Billed upon Check-Out
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- Complimentary $50 Dining Credit
- I was Billed upon Check-out
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- Complimentary Late Check Out
- Front Desk attempted to Bill Me
The front desk called to "inquire" what time I was checking out. I said 2pm and she thanked me and informed me that I will be billed a $30 late check-out fee. I explained that Mr. Gonzalez said it was alright and she responded there were no notes on the account
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- Old Food Served for Room Service
- Room Service refused to remove off bill
The Room Service manager (Andrea?) called and wanted to know what was wrong. I explained that we did not eat the food and it was not fresh. She said she would send someone to "retrieve" it so they could "inspect [it] and show the Chef". I asked if it was removed off the bill and she said no, not until they retrieve and inspect. This made me feel dissatisfaction for the service and also like a low class citizen, as if I could not be trusted.
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- Provided me a Bill (for Complimentary items above) upon check-out
In the Lobby, I saw Francisco whispering to a gentleman. Upon approaching the front desk, this gentleman introduced himself as Warren Sprague, manager. He apologized for my inconveniences and helped me check-out, handing me a bill for $223.84. I asked him what the bill was for and he explained it was for my room charges. I told him I had no room charges and asked for an itemized bill, he said he could not provide one. He then asked me to step aside (as he did not wish the other customers to hear) and said he would look into this for me.
Mr. Sprague returns and informs me they are charges for "liquor". I asked him if it was the complimentary Champagne and Wine. He said there are no notes on my account regarding anything of that nature.
Upon his return he said today was my birthday and he did not want me to leave the MGM Signature upset so this is what he will do for me: He will clear all my charges and I will leave with a Zero Balance. Thank you for offering me Chocolate Covered Strawberries, Champagne, Wine, $50 credit, Late Check Out and charging me for it! The MGM Signature billed me for everything after very clearly explaining to me that this will be "charged to the room and removed upon check-out". The reason?: "there are no notes in your account". So much for a routine check-out.
Disappointed would be an understatement. Put yourself in my shoes for a moment. Something like this should never happen to a customer, much less time and time again with the same customer. How many times should one apologize for Poor Communication in the short span of 13 hours? How could this much go wrong? How did something go from so wonderfully surprising to so terribly wrong in 13 hours? I do not believe I have ever heard the words "there are no notes in your account" so many times in my life, and yet, someone was able to find these mystery notes at a later time. In the past 12 months, the MGM has had 6 "Billing/Collection" complaints reported against them. I now understand why.
Co-workers have suggested that I report this to my corporation as we should not be staying at a hotel which treats customers in this fashion, we shall see. We book there yearly and even rented out Hakkasan for WPPI. Definitely a lot invested there.
I have sent a 6-page formal complaint to Ms. Jill Archunde Santell, General Manager via certified mail (received last week). I am now waiting their response.
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