Luxor Hotel security and service problems
Written: Dec 20 '99
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Product Rating:
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Pros: Beatuful Hotel for Adults and Children
Cons: Terrible service, no security in rooms, uncaring hotel management
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| GreenLes's Full Review: The Luxor Hotel And Casino |
In August of 1998 our family of four decided that the children where old enough to visit Las Vegas (15 and 17). I visited Vegas every year and saw how the strip was truly becoming more "family oriented."
So we decided the Luxor Hotel with its Egyptian Motif of pyramids and other interesting Egyptian designs would be a great place to stay while we took in the other sights and shows. Especially Sigfried & Roy at the Mirage.
What a big mistake!
To go from the Luxor to the main part of the strip (Mirage, The Mall, Caesars, Treasure Island, etc.) took a taxi cab ride of about $10 each way. This begins to add up when you you start going back and forth to change clothes for dinner, so maybe 4 trips a day equals an extra $40 per day unplanned in our budget. Anyway, with just a little luck, you might get this back in the Casino (dream on).
But the biggest problem was the theft which occurred in our hotel room. The Hotel Management refused to help us at all, in fact they made us feel like we were the crooks.
Here is a letter that was sent in the hopes that someone would do something about what happenned to my daughter. To this day, no one from the hotel has ever responded after many promises of a resolution.
Thank you for your offer to help us regarding the problem we had at the Luxor Hotel in Las Vegas. This reservation was made through our travel agent, Traveler's Advantage, our locator number is: VSAGFC.
On August 22, 1998 at about noon, we checked into the Luxor Hotel in Las Vegas for three nights. We had previously requested a room with a mountain view. The agent that checked us in said that we will get that mountain view, but the room we were assigned, room 5231, had a view of air conditioning ducts and the roof of another part of the hotel. We called the Front Desk and requested a room change.
We were told to leave our bags in the room and return to check-in after 3 P.M., for a new room with the mountain view.
We left room 5231with our luggage on the bed (we had also all used the bathroom as we had arrived from New York's LaGuadia airport) and left the hotel to have lunch and shopping on the strip. My daughter M....took her purse out of her blue Jansport backpack before leaving the room. When we returned, the registration agent assigned us to a new room with the mountain view we had requested.
We went back to room 5231 to bring our bags to the new room. When we got there we noticed that the bags had been moved from the bed and lined up on the floor, and that the bed spreads had been straightened up and the bathroom was cleaned. We all (there were four of us) picked up all the bags and carried them by ourselves to the new room #11250 around 4 P.M..
At 6 P.M., M.... went to get something from her backpack, but could not find it in the new room. We thought that perhaps we had left it in room 5231, so we called the Front Desk and asked if someone had found it. We were told that since no one had checked into that room yet, we could go to the room and check it ourselves. Since the backpack was not there, we called housekeeping and went to the Security Desk in the hotel to ask if they had found it. We filed a missing property report, #98-8-030319, a copy of which is enclosed.
Later that evening M.... remembered that her eyeglasses were also in the backpack and we reported that to hotel security. We knew that her backpack was in the original room 5231 because she had kept her purse in it, and she had the purse with her when we went out to lunch and shopping. We had questioned her thoroughly about this to make sure she had not left the backpack on the airplane or in the taxi from the airport to the hotel. M.... is 17 years old, an honor student and is a responsible person.
Each morning we checked with housekeeping, security, and the Hotel Operations Supervisor, Jerry Stoafer, to find out if the backpack showed up. Mr. Stoafer told us not to worry about the loss. Guest Claims for the hotel would take care of it and we would be hearing from them if the missing backpack and contents were not found by a week after we check out. He advised me to not call the police, that it would take a lot of time to file the report. He further said that his hotel security department was like the police and a full report had been filed with them.
In my conversations with Mr. Stoafer, I told him that checking with the Lost & Found was not going to help by this time. I told him that since the backpack was removed from the room without our permission (I was trying to be polite and not use the word: Stolen), it was not going to wind up in the Lost & Found. He asked me why I felt this way, and I explained. He said to me that he would have reached that same conclusion.
Upon our return home from the trip, we contacted Guest Claims and spoke by telephone, with Pamela Steele, Guest Claims Representative. She requested a copy of receipts for all the items we told her were in my daughter's backpack that was taken.
At a later date, Ms. Steele called my house and said to me a lock interrogation was done on the room and the maids were questioned if they had seen or taken the backpack. She said that no maids had been in room 5231 between the time we left it and the time we returned to it to move our bags to the new room.
I asked her who was it that straightened the bed spreads and cleaned the bathroom and moved our bags off the beds. She did not answer that. I asked her how does the room get cleaned if not by a maid. She did not answer that either.
I asked her if she thought that someone other than a maid would take something from the room without permission but also stay and clean the room and bathroom. She had no answer. I told her that whoever cleaned the room was probably the person that took the backpack. She had no answer for that either. That is when I asked for the name of the maid that cleaned the room. She refused to tell us the names of the maid. She ended the conversation with her saying she would check some other things.
We then received a letter from the Luxor dated September 17, 1998 saying that they are not responsible for the loss. She had told my wife R...., that in Nevada the hotels are not responsible for items left in the room if it is posted on the back of the door.
We hope that you can help us find a resolution for this problem. I think a first class hotel such as the Luxor should take the necessary steps to offer security for their guests and their possessions. That they should take responsibility for this even when a guest leaves their room and leaves their personal belongings in that hotel room when they leave that room. And that a first class hotel should not hide behind a legal loophole that says they are not responsible.
We have replaced most of the belongings in my daughter's backpack that were essential for the start of school and her eyeglasses and contact lens supplies. Attached is a list and copies of credit card receipts for missing items and for those items that we have already replaced. (We know the titles of the CD's because we have the empty CD cases at home).
Since this all happened I have returned to the Luxor to speak with Mr. Jerry Stoafer. He told me that it is their opinion that what I described is "not accurate" and that he he never advised me not to go to the police (he did and I have subsequently filed a report with the Las Vegas police re. this incident). He told me I should now leave the Hotel
and he will look into the matter one more time and get back to me. He never did. I was in Las Vegas for a week at a convention staying at a different hotel.
Missing Items with Receipts:
Eyeglasses $139.00
Sony Discman portable CD player 72.53
Texas Instruments TI-83 Graphing Calculator 97.41
Backpack 24.99
CD case 10.85
SAT books 26.95
CD's with receipts:
Celine Dion (Falling Into You) 14.09
Romeo and Juliet 11.88
Grease 14.05
Sheryl Crow 14.05
Spice Girls 12.97
Wallflowers 12.86
No Doubt 12.98
Backstreet Boys 12.99
CD's without receipts (10@ about $13 each): 130.00
Celine Dion (Let's Talk About Love)
Lion King
Mariah Carey
The Grind
Hanson
Hercules
Savage Garden
Paula Cole
Genesis
Third Eye Blind
Total Loss: $607.60
Replaced Items (so far) with receipts:
Eyeglasses $99.90
Texas Instruments TI-83 Graphing Calculator 86.59
SAT books 30.31
Portable CD Player 60.09
Total of items replaced so far: $276.89
As of this date, we still do not have a resolution. Any additional information that you may require, please let me know. Thank you for help in this matter.
Sincerely,
L..
So in my opinion, stay clear of the Luxor, visit it to look around, but go to a hotel where the management understands that security in a Las Vegas hotel is important to attract a family or even just the guys for a weekend of gambling.
Recommended:
No
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Epinions.com ID:
GreenLes
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Reviews written: 2
Trusted by: 1 member
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