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  • I am absolutely amazed at how well MGM Grand was able to turn a crappy situation around. I am writing this review not for the hotel overall, which I am satisfied with (it is clean, modern, great location), but for the customer service resolution. It was a rough weekend to say the least. A friend lost her purse on the first night. She used the hotel phone to call her family to recover money, etc (a lot more than I knew about). She could not participate in 'Vegas' activities without an ID. We were not told that calling out of the Vegas area code would result in long distance charges. My card happened to be on the room for deposit. I checked out over the phone and was not notified of any charges until I specifically asked. I found out they automatically charged ~$500 in fees for the calls, which I would not have known had I not asked. I was incredibly mad to say the least. Even if my friend had not lost all of her money, paying me back $500 for phone calls is ridiculous. I went down to the customer service desk and spoke to a wonderful agent (I think named Melissa). I explained the entire situation, that I was charged for calls I didn't make. That those calls were made because my friend lost everything. That we did not know to avoid the calls because we were not told about the fee. She empathized with me and told me that she was going to take all of the charges off. She also assured me that my deposit would come off of my card. I was so relieved and grateful and practically moved to tears with he kindness. I followed up on my bank account and did not notice any of the charges refunded. I called MGM Grand and they assured me they would look into it. The following day instead of refunding the fee charges they were taken out again. At that point I was charged $500 twice and the deposit was still withdrawn. It was ridiculous and frustrating. I called back again and was told that the situation would be resolved. At this point I lost hope. Finally, a week later they removed the double charge and the deposit from my card. I appreciate MGM Grand for being responsive and understanding over the phone, for owning their mistake and following through with a solution. I have worked both a "front-desk" customer service role and a "contact center" customer service role and have full appreciation for the work that they have done for me!
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