Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently (10-18, 10-20)stayed at Harrah's Kansas City. The total for my stay was to be $107.73(plus 6.46 for some pantry purchases for a total of 114.19) as evidenced by billing info document. But, as shown by the pending transactions document I am being charged $35.27 for reservation, 78.92 for my room (which totals the 114.19). There is also a charge for 188.71 which no one can seem to explain. I called the hotel multiple times, speaking with a ******** and a ********* and i also called the host number after getting the run around with the front desk, The front desk would tell me they are connecting me to billing and I would wait on the phone but nothing. I also asked one of them to stay on the line until call went through, they said they would but then hung up after "transferring"call! The gentleman at the host office told me I would get a refund of $109.00 but I tried to explain that there should be more than that but he was obstinate and rude. I would like to have the $188.71 removed from my credit card.
  
  Thank You,
  
  Glenn N Smith

  Business Response

  Date: 10/23/2023

  Hi there. I am not certain this went to the correct location. This is the hotel in Kansas City. Is that the location you stayed at? We do not have any team members by the names you mentioned. 
  

  please let me know.

   

  thanks,

  ***** **** 

  Customer Answer

  Date: 10/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did stay at the hotel during the disputed dates. That the names were incorrect should not be of major concern. I think you should address the issue.Take a look at the "receipt" that I was sent.
  

   

  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 10/24/2023

  Initially I thought **** might have stayed at another hotel.  We do not have team members by the name mentioned in the  complaint.  

  Our team attempted to discuss the charges with the guest but did not have success in explaining.  

  on 10/13, when he booked the room, he was charged $35.27.  This was for first night's room charge and tax.  On 10/18, he was charged $78.92 which included the second night's room charge and tax and 2 days of the amenity fee which was for the first and second night.  We have a $75/day deposit.  His total room charge was $188.71, of which $109.79 was released back to his bank. 

  Business Response

  Date: 10/24/2023

   I sent a separate response after researching further.  I am sure the BBB will forward shortly.  

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked room 9/23/2022-9/25/2022 for my husband birthday when I arrived and checked in we with to room and it was bugs(roaches) in the room so we called front desk they switch the rooms just to go to the next room where it is less furniture then the first one and the tub is all stain and dirty and that was the main reason I booked the room so I called front desk she tells me the the only thing she have available is a accessible room at this point I’m mad because he birthday is ruin and I go far away from home so I just stuck with this room

  Business Response

  Date: 11/11/2022

  Our hotel manager spoke to the guest. Because this reservation was booked through a third-party booking site, he told the guest to contact the third-party booking site.  She can request a refund that we would approve.  We refunded the resort fees and the deposit on 11/9.