Louise sent a message to James J. Murren, Chairman and CEO, MGM Resorts International Email Address that said:
Dear Mr. Murren,
Letters like this are not the easiest to write, but it is essential that I bring to your attention the fiasco I went through Monday and Tuesday, February 15 and 16, 2016.
My sister and her daughter flew in from London to Las Vegas on Sunday, February 14, 2016, and stayed at your property for 5-nights. My friend and I drove in from Chino, CA to meet them and spend a few days together since we hadnât seen each other in 8-years. I arrived at New York, New York around 1:30 pm and as soon as we settled in our room we proceeded to the MGM to meet up with my sister. I asked someone at the front desk for the room number of Elisa Vignali, and was told that there was no-one there with that name. I left and went to another person behind the counter and was told that there were 3 Elisaâs but none with that last name. I then went to the FedEx center so I could use a computer to email her to let her know we were in the lobby. Unfortunately, I also had trouble there (not MGM's fault).
I couldn't call my sister as I donât have international calling on my phone. I finally called my son and asked him to email my niece to let her know we were at New York, New York, and we were trying to get in touch with them. He emailed them but Monday passed and we never heard from them. Tuesday came and we decided to go back to MGM and ask where the Pink Jeep Tour passengers were picked up as we figured we would touch base with them there. We were told they were picked up at the âWest Wingâ but apparently we were also misinformed about that, which again caused us to miss out on seeing my sister and niece
In a nutshell we didn't connect until 10:00 pm Tuesday night. We had dinner together and breakfast the next day, then my friend and I had to leave. To say we were all disappointed is putting it mildly; I cannot believe that your staff would state my family was not registered at your property when they were. We lost 2-precious days together and that is very upsetting. My niece stated that the reception for cell-phones at MGM was also inadequate so she did not receive emails until a day after they were sent.
I would have preferred speaking to you face to face, but I didn't want to take up precious time trying to see someone in authority to explain what happened as I needed to spend that time with my family.
Thank you
Louise
