Xiaoli sent a message to James J. Murren – Chairman and CEO of MGM Resorts International – Email Address that said:
Dear Mr Murren.,
I would like to share with you our horrible experience at Circus Circus.
My family vacation turned into a nightmare at Circus Circus!!! Although it’s almost a week now, I’m still traumatized thinking about the intruder was standing by my bedside while I was sleeping in the hotel room.
During the first night stay at Circus Circus, a thief broke into our hotel room around 2 AM on Thanksgiving day while we were sleeping. My husband woke up by the noise and saw a man standing at the end of the bed. The thief then immediately slipped out of the room. Checking the room, we realized that he had turned on the bathroom light and took my wallet from the nightstand next to the bed. My driver license, credit cards, and some cash in the wallet were all gone.
We immediately reported the incident to hotel security and they took a report, but couldn’t do anything about the robbery. Apparently, we had closed the door but failed to push hard enough to fully engage the lock. The hotel made it look like our fault and reluctantly refunded us for the second night as we were too horrified to stay for another day. We felt bad about our careless mistake, until I learned from hotel staff that the door lock malfunction has been an ongoing issue. One of the employees said "The door is difficult to lock. Sometimes the cleaning ladies don't lock the room properly after cleaning and security has to check afterwards. l'm sure they (the hotel) will fix the problem as they are currently going through renovations."
After my trip, I found at least four reviews (the earliest dating back to 2011) about stolen items at Circus Circus, some even with follow up messages from the hotel management. Since the hotel management has been aware of the problem for a long time, why haven’t they done anything about it? Clearly, burglars are aware of this door malfunction and continue to take advantage of it.
I'm very disappointed in management’s lack of response to this serious issue and hope you can make some changes.
Stayed in Circus Circus Skyrise Tower Room 23743 on Thanksgiving day 2016