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NEVER AGAIN

We booked our stay at the Luxor 6 weeks ago as a package deal (flight/hotel) through American Express. We'd paid for everything weeks in advance. We showed up last Friday at 4pm and stood in the "Check Out" (Check IN... Check ANYTHING??) line for a good 45 minutes before getting to a clerk... who promptly told us their system had no record of our reservation. We were instructed to get out of line and call American Express, because, look around, they were obviously too busy to solve "our" problem. We didn't budge, and instead asked why THEY couldn't call AMEX on our behalf (my wife simultaneously called AMEX, who verified all our information)... we were then told that we could leave, or they could charge us $259 for that night. Ultimately, an hour later, after I mentioned I was ready to rip someones throat out, they gave us a room key and only charged us the $15 resort fee. They promised they would get it straightened out the following morning... long story short, they didn't. We discovered we'd been locked out of our room the following day, and needed to spend another hour at the checkin/out desk on Saturday afternoon. The desk help said repeatedly that it wasn't their fault, or their system problem, and that we shouldn't have used a third party to book our trip (WTF???). The management was cavalier, uncaring, and totally lacking in basic aspects of customer service. I mentioned to the manager that we'd spent over 2 hours at the desk within the past 24. He said he'd comp us the resort fee for the next two nights and acted as if we were supposed to be grateful. Apparently a $30 comp equates to 4 man hours in his world. If I have anything to say about it, nobody I know will ever stay at the Luxor again. The fact the whole place was dirty and in disrepair, and the buffet sucked, is beside the point. Nobody there appeared to enjoy their job. In an effort to say something nice, our housekeeper Irene was the only conscientious staff member we met in four days.