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| - We just got home from a 2 night, 3 day stay at the Luxor. Hubby and I wanted a vacation before we have our baby in February. I saw an all-inclusive package with Luxor that included tickets to Criss Angel, and I was sold since I've wanted to go see that show for ages.
Check-In: Was pretty speedy. The line was long but it moved fast, which was nice after a 5 hour drive. Overall it was all very pleasant. The clerk answered all my questions about the all-inclusive pacakage and directed me where I needed to be to get everything squared away.
Room: On the advice of friends, we booked a Tower room. I had heard that these rooms are more modern and have a bathtub, the pyramid rooms don't and are older. I was thrilled with the room. It was spacious. The bed was super comfortable. The bathroom was huge, with a big bathtub. Except that the room doesn't have Wi-Fi, or really any internet access that I could find at all. If you want to use the Internet you have to use one of their public terminals down on the casino floor, where anyone could look over your shoulder. That was really annoying and outdated.
Buffet: Part of our package was all-day passes to the Luxor buffet and the Excalibur buffet. Here is where it started going downhill. I was informed that the Excalibur buffet is closed for remodeling, so we can only use the Luxor buffet. Okay, they should have changed that on their offer page, but whatever.
Shows: Here is where I really started to get angry. Apparently, Criss Angel was on vacation for the whole week....so no Criss Angel show. So, why exactly did no one call me and let me know that? Or, I don't know, sync the show page with the booking page to SHOW ME that there was no Criss Angel shows that week? Hello, this is ridiculous, that was the whole reason I booked the package to begin with! They said they would "try" and get me tickets to something else instead. Oh no dear, I'm getting tickets to a show. We got tickets to Jabbawockeez instead. And I was irritated further when everyone insisted on telling me "It's really a better show than Criss Angel anyway." Shut up, seriously. I paid because I wanted to see Criss Angel, just say you're sorry it wasn't handled better and move on. The Jabbawockeez show was really good, I enjoyed it. It was fun, energetic, and really was worth the time and hassle.
Titanic: This exhibit was pretty good, it wasn't as great as I expected but it was fun. I don't think I'd go again but didn't regret the time spent.
Bodies: This was fantastic, the highlight of the trip for sure. It was absolutely fascinating and I would go back on a return trip for sure.
Spa: Part of my all-inclusive package was a "day pass" to the spa. No one could tell me what that actually meant, so I had to walk over to the spa and asked. It was a pass to use the sauna and whirlpool tub for the day. Well, that's great but I can't do that because I'm pregnant. If someone had told me before what the day pass actually was I'd have booked a spa service separately, but instead they were all booked.
Timeshare people: I have never in my life been more harassed than when I stayed here. We would literally have to dodge 3 groups of timeshare hockers just on the way to the buffet! Yeah I don't want to sit in a meeting for your timeshares for 2 hours just to get cheap tickets to a show. And they will follow you and hound you with questions. We visited a few other casinos on our trip and didn't get bothered at all, or very rarely. But at Luxor it was constant.
Complaint handling: Needless to say, after the buffet trouble, the spa trouble, and the Criss Angel show trouble I was not happy and asked to speak to a manager. According to her, the Criss Angel show was cancelled the day we arrived due to an emergency....okay then why does the show page show the show being out for the whole week then? Not just starting the day before? Management tip #1: Don't lie to make your customers feel less ripped off. Then she again repeated that the Jabbawockeez show was so much better anyway that we really got lucky. Yeah, great, except we didn't want to see the Jabbawockeez show! We wanted to see the Criss Angel show! Then she offered to comp us the "resort" fee of $45, so about 10% of the overall price of the package. I thought that was a pretty pathetic attempt to appease us. Every problem we had was because THEY failed to communicate, yet they seemed to feel no need to make that right.
Bottom line, we will not stay at Luxor again. They can't even update their offer page when unexpected things happen. They can't give customers accurate information on check in (no one told us about any changes to the package we'd originally booked). And then their attempts to make their mistakes right were pathetic. Next time we'll stay somewhere else and buy the Criss Angel tickets when we arrive.
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