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.
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