Complaints

This profile includes complaints for Tropicana Casino & Hotel's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Tropicana Casino & Hotel has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Tropicana Casino & Hotel

  2831 Boardwalk Atlantic City, NJ 08401-6338

• 

  Tropicana Casino & Hotel

  3400 Brighton & Boardwalk Atlantic City, NJ 08401

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:09/19/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We had booked a room for Sunday 9/17/23 online at their website directly. Check in was at 4 pm. We arrived at 5pm. We attempted the kiosk to find out our room wasnt ready. According to an employee, there was a housekeeping issue. nobody would help us or tell us when the room was going to be ready. We stood back in line for three hours and watched maybe one or two employees helping the general patrons while the *** section had all of the attention. There were multiple times for 15 minutes plus where there was absolutely no employees were behind the desk. We attempted to call on the phone and got no help or answers when the room was going to be ready. They were rude. Again, stood on line for three hours with all of our bags to just about get to the front desk then receive an email our room was ready. At 8 pm. We missed our dinner reservations with friends. The whole reason for going down there. We again attempted at midnight to talk to someone at the front desk and there was ONE person there and he was assigned to ***. The employee said oh that side shuts down at night. Well what the h*** are we supposed to do? We waited ANOTHER 35 Minutes for the employee to disappear. We finally left and went to the room (which by the way had the loudest AC unit in the world) and went to sleep. We woke up and attempted to talk to someone at the desk before we checked out and as you can imagine. Another ridiculous line we werent wasting another day there to maybe get told sorry. We left. We wasted our time and will not go back there again and spread the word to never stay at the Tropicana to everyone we know. Horrendous experience and super unprofessional.

  Business Response

  Date: 09/19/2023

  Hello *****,

  Thank you for contacting Caesars Entertainment.  Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service.
  
  Please know that we read every comment and listen to what our customers are saying.Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Sincerely,

  
  *****
  Customer Relations
  ************* Region

  Customer Answer

  Date: 09/19/2023

  
  Complaint: 20626420
  
  I am rejecting this response because: this is a general response generated to any complaint and doesnt actually resolve any issue. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/20/2023

  Hello *****,

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know we are trying our best to accommodate all guests as best as we can. We appreciate your patience with us while we are trying to satisfy everyone in a timely manner. 

  I will be forwarding your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Please accept our sincerest apology and thank you for allowing us the opportunity to respond to your concerns. We truly appreciate your business and hope that we may have the pleasure of welcoming you back in the future.

  Yasin
  Customer Relations
  ************* Region

• Initial Complaint

  Date:08/28/2023

  Type:Order 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 am a booked a room on the Tropicana website. I selected and paid the additional money to stay in the North Tower. When I attempted to check in I was told there were no room available in the location that I reserved and paid for. The clerk then offered to move me to a less expensive tower(WEST) which is older, dirty and has faulty elevators. The clerk then told me she would not charge me to downgrade my room. I asked to speak to a supervisor or manager and was told none were available. The clerk was not interested in hearing what I had to say and asked me if I want the West Tower or not at no additional charge. I asked for a refund for the difference in the rooms and was denied. I have been staying and gambling at the Tropicana for years, I am Diamond Plus rewards player and the treatment I received was outright disrespectful.I also hand a problem while playing the slot machines. I hit $1000 on the spin, the wheel stopped on $1000, the machine then began acting up. I called someone to come check the machine. A women ******, employee number S-********* showed up very annoyed and ***** telling me that I lost because malfunction fall on the player. I tried to explain that the machine stopped prior to the malfunction and she could check the camera right above it. She began calling security to remove people that were watching this and ignoring my complaint. I then asked for her supervisor and a ***** S-********* showed up and did not say a word left everything to ******. A security supervisor *****, said they were filling out a complaint for the incident. I did not get my winnings.

  Business Response

  Date: 08/28/2023

  Please advise guest to contact ***********************************

  Thank you!

  Sincerely,
  *****
  Customer Relations
  ************* Region

• Initial Complaint

  Date:08/19/2023

  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.

  TROPICANA CASINO AND RESORT **** *********, *****, ************************ Date Aug 13 -15 My reservation was through booking.com The problem was as soon as we checked into the room we noticed the air didnt work.this was at 6pm well we told front desk and they said someone would fix it.nooone even came at 9 we went to front desk and told them again .they said someone be there in hpur .noone showed up. We asked for different room and they would not give us one. They kept assuring us maintentance would fix this issue.***** came so i called front dezk again mothing was done.bookingg tried contacting them and got the same response we did. Our entire stay , there was no air and it was 90 degreea outside and felt like hotter than that in the room. I think we shoild get a refund because that is not how customers shpuld be treated.

  Business Response

  Date: 08/19/2023

  Upon review of the reservation the guest was compensated while on property. $100 in food and beverage credits were added to the reservation. $40 in credits were redeemed. The hotel is aware of an A/C issue that took place in the guest tower during the duration of the guest stay. Since a portion of the food credit were redeemed, I will refund the Resort Fees for both nights. Please advise the guest to allow **** business days for the refund to process. 

  Customer Answer

  Date: 08/19/2023

  
  Complaint: 20494675
  
  I am rejecting this response because:I was never told aboit a ****** credit.The first night the manager told me that i had a 50 dollar credit.They also said that it would be fixed by morning.I think that I should at least recieve the rest of that credit that i didnt know about in refund as well as the resort fees.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/30/2023

  Hello,
  
  Thank you for reaching out to us here at Caesars Entertainment.
  
  We apologize that your experience did not meet your expectations and I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening. Unfortunately, we would not be able to further compensate you for your stay, what we have done is refund the resort fees for both of your nights. 
  
  Once again, thank you for taking the time to contact ** and for allowing ** the opportunity to address your concerns.
  
  Sincerely,
  Customer Relations  
  ************* Region

• Initial Complaint

  Date:08/16/2023

  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.

  We had booked a room for 8/8-8/11. Check in was 2 hours because they had an issue with the rooms When we checked into our room it was dirty and there was food left in the room the floors and walls had stains. The whole place reeked of cigarette smoke despite getting a smoke free room. The elevators took 10 minutes and were sketchy. I called housekeeping and they did a 5 minute clean up which was pointless I have young children my 3 yr old was picking up garbage from the floors. The sheets and bathroom were not properly clean. I definitely expected better from Tropicana so disappointed.

  Business Response

  Date: 08/16/2023

  Hello,

  Please have guest reach out directly to our Customer ******************** at ***********************************

  Thank you!

   

  Sincerely,
  *****
  Customer Relations
  ************* Region

• Initial Complaint

  Date:08/08/2023

  Type:Product 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 checked into the hotel (Tropicana) that I booked through Priceline. Initially, I was issued a room that was occupied. After going to the occupied room, I went back to the front desk. I was issued another room, with an ocean view. Upon entering the room, there was an extremely loud noise within the room. I recorded the noise and played the noise for the hotel front desk. The front desk advised that there were no more executive rooms available, gave me a standard room for the evening, and told me to return the next morning so that I could be assigned the correct room. The front desk assured me that I would have my fee adjusted due to this inconvenience. Upon arrival the next morning, I was assigned a new room, which had NO OCEAN VIEW! I went back to the front desk, and I was told that the room I was given was the one I booked. I told them that the room I purchased stated that it was an ocean view. The representative shared that they can not guarantee an Ocean View despite what is advertised on Priceline.com. The listing that I booked stated that the room has an ocean view. I called Priceline and told them what had happened. The customer service person shared that they would contact ******, their contact liaison with the Tropicana to discuss the dispute. The representative shared that ****** stated that the room I am currently in has an ocean view. I have taken photos of the view, which is clearly not an ocean view. I was also told by the representative that **** never agreed to adjusting the price from my first night stay. I sent Priceline photos of the view, and despite my evidence, they continued to go along with what ****** stated. *******, the front desk supervisor, agreed that the booking did not match the room that I was provided. ********* said they would not issue a refund. I am requesting a good will credit and an apology for the stress that was caused by being given 4 different rooms within 24 hours and still not ending up with the room that was bo oked.

  Business Response

  Date: 08/08/2023

  Please know that all of our room offers are based off of a first come first serve basis and will not be available for booking on specific dates that have already reached the max ****** of rooms booked under this specific offer.
  We appreciate your interest in staying with us. I am sorry to hear of your disappointment with the room rates you received. Our rates, like all hotels, fluctuate based on demand. Holidays, weekends, special event periods, and conventions are just some of the factors that influence rates.  
   
  

  Customer Answer

  Date: 08/09/2023

  
  Complaint: 20438351
  
  I am rejecting this response because:
   
  This does not address the poor customer service I received. It does not address the fact that it was insinuated that I lied about the room I received when the representative from your establishment told Priceline I was issued a room with an ocean view when I in fact was not. It does not address the lack of accommodations nor the lack of empathy given. Your company had a huge part in ruining my vacation. The entire experience was not up to standard. The generic response you have sent displays your companies continuous lack of customer service skills.
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/09/2023

  We apologize for the dissatisfaction with our previous response. Per the Front desk you received a $75 food and beverage credit for the inconveniences you experienced during your visit. Although no further compensation will be issued we have forwarded your comments to our Hotel operations team so that we may prevent breakdowns like the one you experience in the future. 

• Initial Complaint

  Date:08/02/2023

  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 was overcharged when I checked in. They told me it was just a hold. They then charged me another $250 and continued to say it was a hold. Then they added these two numbers together for my final bill. I have not been able to get in contact with anybody. My room was $430 for the weekend when I booked it a month out. They charged me over $750 and I cannot get a hold of anybody to get the money back.

  Business Response

  Date: 08/02/2023

  The full ($100/ $150) incidental hold is released upon check out. The release of funds would be for the difference between your bill and the hold. If your bill exceeds the total amount we have on hold, you will not receive the deposit back as it will go towards the balance due. In your case, your card was authorized for a total of $250 and your total bill of $730 was paid by the same credit card, so the difference of $100 was released back to your card on 7/30/23. I hope you find this information useful. We also sent you an email with a copy of your folio so that you may see all of your charges. If you have any questions feel free to reach out to our billing department at ************. 
  

• Initial Complaint

  Date:07/21/2023

  Type:Product 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.

  We had booked a room for 7/5-7/8. When we checked into our room it was dirty and there was food left in our fridge. The whole place reeked of cigarette smoke despite getting a smoke free room. The elevators took 10 minutes and were sketchy. We immediately went down to the front desk to ask for a cancellation and refund. The front desk gave us no issue and ensured we would receive a full refund so we left and stayed at another resort. We have yet to receive a refund. I have been in contact numerous times with the hotel and initially was told they didnt **** it as cancelled but put a note in that said full refund. I am now being told there are no notes in the system or anything about a cancellation. Had we been told we would not be refunded we would have stayed in the room. Its disgusting that a business with so much money would prey upon a young couple like that.

  Business Response

  Date: 07/21/2023

  Hello,
  
  Thank you for reaching out to us here at Caesars Entertainment.
  

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.
  
  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
  
  Sincerely,
  Customer Relations  
  ************* Region

• Initial Complaint

  Date:07/17/2023

  Type:Sales and Advertising 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 was on a trip with my sister cousin and best friend, The water was ***** and we could not take a shower for the last 2 days of stay ,the room had dirty bed sheets and f**** stains on the bathroom walls and shower curtain.. Ive called everyday since to be compensated opened reference calls and called customer relations no managers or employees is willing to compensate me or give me back any money toward my stay

  Business Response

  Date: 07/17/2023

  Hello ********,
  Thank you for reaching out to us here at *********************.
  
  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests. 

  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Please contact us at ************************************* providing more information on your stay and any photos you have taken so we can look into this further.
  
  Once again, thank you for taking the time to contact us. We are excited to have the pleasure of welcoming our guests back and look forward to serving you very soon!!
  Sincerely,
  ******
  Customer Relations
  ************* Region
  THE APP THAT GETS YOU MORE 
  The free *************** mobile app gets you more - more offers, more information, and more ways to explore ********************* hotels, resorts, shows, restaurants, and nightclubs worldwide. 
  *TEXT THE **** "MOBILE" TO ****** TO DOWNLOAD. *MESSAGE & DATA RATES MAY APPLY. 
  *Book with us Now! *********************************;
  

  
  

  Customer Answer

  Date: 07/17/2023

  
  Complaint: 20331264
  
  I am rejecting this response because:

  I keep getting the same response over and over but no one will respond to my calls or emails with a resolution to how I will be compensated 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/18/2023

  For assistance, please call customer relations at ************** option 9Monday to Thursday 10 am to 6 pm or email ***********************************

• Initial Complaint

  Date:07/13/2023

  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 made this reservation for my birthday and had plans with family and friends and was assigned a room in the west tower. I was severely disappointed in the room, I could have gotten a comparable room at a super 8 motel that looked exactly the same ..I dont know when the last renovations were done but this place was dismal it actually made me depressed, the public areas have raggedy dirty elevators peeling paint on doorways and the place is just generally rundown and shabby looking for ****** dollars it was a shock to say the least. I will not stay here again.Not my birthday dream

  Business Response

  Date: 07/14/2023

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests. 
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.   
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening. 
  

• Initial Complaint

  Date:07/11/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  we booked a room at tropicana / casino *************. our stay was going to be from 6-9-23 to 6-11-23. we had to check out because of the room and lack of any kind of effort from the hotel. we booked a nonsmoking room. after standing in line for 2 hrs. was given a room (****) when we walked in you could smell smoke. was not that over whelming so we delt with it. turned on the a/c.. was not working after 6 hrs of running the room was at 75degrees. at the t-stat set at 60. spent the night was so hot we could not sleep. there was little to no hot water. room was not that clean. even had a cigarette burn in the carpet. called down to have the a/c looked at.. no one showed up .. so we called down again only to be hung up on. at that point we had to leave. the service was that bad. the entire hotel was filthy . and had an Oder. when checking out early the woman checking us out did not even ask why. just said your done I ask for a receipt to be e-mailed to me she said ok.. so far nothing. and looked away from me while I still had a question and said next to the next person standing in line.. I would like someone from tropicana's upper management to contact me . but I bet they will not.

  Business Response

  Date: 07/11/2023

  Hello ****,

  Thank you for reaching out to us here at Caesar's Entertainment.

  Upon review of your account, there is no documentation of the issue brought up to the management team.  If you are ever unhappy with any aspect of your accommodation, please immediately speak with a hotel supervisor so that we may resolve the situation for you. Please be assured that we have shared your letter with our Hotel ********************* team so that we can ensure that our guests are always receiving the highest level of quality service you deserve. 

  If you would like more assistance, you can email our Customer Relations team at ***********************************.

  Customer Answer

  Date: 07/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************