Hello. Unfortunately we had a very unpleasant expe...

Hello. Unfortunately we had a very unpleasant experience at Luxor. Upon check-in, looking forward a seamless late check in on the MGM app, it wasn t working. After 15 minutes of trying to get it to work we then waited in line for 30 minutes to see someone at the counter to get checked in. It was 10:00pm but we flew from Minnesota where it felt like 12:00am. At the counter we received excellent service, with a long line and many upset people they worked hard and fast to make sure everyone was seen and taken care of, great attitudes. We did not request a upgrade for having to wait, the room we selected was in the pyramid (after other visits to Las Vegas it s been #1 on my list as a place to stay, with 4.2 star rating on Google with 63k reviews.) Customer service gave us an upgrade and got us into the west tower. The first room 15242. The room smelled like someone had just smoked weed within a few hours. There was hair on the floor in the bathroom as well as some kind of dried substances on the floor. There was a dirty towel in the tub, there was a candy rapper on the ledge looking into the shower, greasy finger prints behind the swivel mirror, there was bbq sauce(I think) splattered on the wall and to top it off when we decided that we were going to just wait until tomorrow to take care of it with customer service we pulled the blankets and there was a pink or red stain on the mattress cover. I probably slept all of 3 hours uncomfortable, stressed, grossed out... the next morning (my wife s birthday) we see customer service, absolutely delightful I can not tell you guys how great the customer service team is, saddens me that my feedback was so negative and it wasn t a matter of the customer service. We are seeking a resolution, the wonderful rep ***** wanted to get our room cleaned right away or get us into a new room, we decided a new room was best, we wanted to get on to the rest of our day. ***** also refunded us a resort fee for the day, very nice touch. We packed up our things and we re on to the next room. Room 12259, the room was much better, smelled clean, relaxed on the chair and what catches my eye was a black pair of mid calf Nike socks clear as day laying right behind the chair. I m appalled. In the bathroom, there is a target bag on the sealing with a hair binder tied to the sprinkler head. I m beyond disappointed, I feel bad that the customer service team is so strong but you can lack in so many other departments. Maintaining these rooms is clearly not a priority, I m sure all the old ivory outlets that aren t tamper resistant, cracked blank plates and nasty crusty corrosion around the shower and shower head can all use some attention. The horizontal walking ramps don t work between Excalibur and Luxor, could have made the walk back less miserable. Quantity over quality... in conclusion, we did not seek anything further, another room I can imagine we would have been sent to, would it be worse, somewhere in the middle? Maybe? I have better odds playing roulette. I don t know what it takes to run a resort/hotel, I can imagine a lot, but if I made that kind of money, I d be doing a better job. Here s my Google review.