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:07/03/2023

  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 arrived to the hotel on 6/25/23 at approximately 6:45pm. Due to booking our stay through the group rate for a dance competition, our reservations were made on 9/28/22. Our reservation consisted of a North Deluxe room with 2 Queen ***** Due to the traffic and us being unable to figure out how to self park, we opted to use valet. My husband waited outside with the car while I went to check in. It took approximately 45 minutes for my husband to receive a valet ticket. He sat patiently while other cars pulled up after him and received valet tickets. He inquired multiple times and each time he was told someone would be with him soon. Meanwhile, I waited in line for over an hour to check in. I approached the desk around 7:55 and when I provided my reservation info, the staff member, *******, proceeds to tell me that there are no more nonsmoking rooms available and we would have to take a smoking room or pay an up charge for a suite because they overbooked the rooms. He was told that a nonsmoking room was needed due to my husband having asthma and being in a smoking room would be hazardous to his health. I also explained that we should not have to pay the price due to the hotels negligence in overbooking rooms. After some back and forth with ******* and demanding to speak to a manager he provided us with the nonsmoking suite at our original reservation price. We asked about the possibility of getting a nonsmoking room with two beds during our stay but that question was never answered and we were never offered that option. It also took over an hour for our luggage to be brought to our room. I contacted customer support on 6/26/23 to complain and was told I would hear from someone and no one has called me to date. Additionally, on 6/29/23 at approx. 10:30am my daughter got stuck in the bathroom because the door jammed. The front desk was called requesting assistance, then a manager was contacted at 11:08, and again at 11:57 before someone came to the room to assist.

  Business Response

  Date: 07/04/2023

  Please note, all our room types are based on availability at the time of arrival and cannot be guaranteed. While our front desk agents will do all they can to accommodate your request, we are unable to guarantee these requests since we do not pre-assign rooms. 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.

  Customer Answer

  Date: 07/04/2023

  
  Complaint: 20271757
  
  I am rejecting this response because: How does a hotel take reservations but doesnt guarantee the person will receive the room they reserved? Also, if there was the possibility that the room reserved will not be available at the time of check in the hotel should at least be willing to honor the price of the room reserved instead of us having to request to speak to a manager before that price was honored. At check in we were told the nonsmoking room we wanted was not available and we could get a smoking room or a suite for an extra $26 a day. A patron should not be expected to go to extra expense because the hotel does not guarantee the type of room that was reserved. Also, a business should not be so nonchalant when a child is reported to be locked in a bathroom. Not only is that traumatizing for the child but its also a fire hazard.

  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/27/2023

  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 had a promotion on june 16 2023 for a E gift card for 85 dollors that i redeemed at a kiosk.When i completed the steps that i was prompt they said it would be emailed to my email in 7 days.Two weeks later multiple emails to them with no response and countless hours on the phone they said they have no record of it...I just want my gift card i spend money in that casino and they owe it to me.Thanks ************************

  Business Response

  Date: 06/30/2023

  Please accept our sincerest apologies for the delay in a response to your inquiry, please email us at ***********************************. 

• Initial Complaint

  Date:06/15/2023

  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 stayed at the Tropicana Casino&Resort in *************. ** on 6/2/2023 for one night. Upon checkout, I utilized valet parking. Based on their website members of the Caesars Rewards (Platinum or higher) are offered free valet parking. However, I was charged $30. I asked the cashier if I get complimentary or discount parking, he advised me, they dont honor the Caesars rewards card. On the Caesars website, they do offer free valet parking.

  Business Response

  Date: 06/16/2023

  Hello ***,

  We apologize for your dissatisfaction. Complimentary Valet parking is not available for Platinum Rewards members in the ************* properties. Parking fees and all parking information can be found on our website at ******************************* bye selecting the property under PARKING COSTS: NON-***** PROPERTIES you will be able to see the parking information. We hope this information proves useful.

• Initial Complaint

  Date:06/13/2023

  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 booked a stay at the Tropicana hotel, West building for 6/11-6-13. I ended up only staying one night and left on 6/12 because of how HORRIBLE my experience was.My first room given had a broken AC unit that blew out lukewarm air. I waited in line for an hour to go back down and request a new room. A new room was given, dirty, but at least had functional air conditioning.That hotel floor was so ridiculously loud I had almost had a panic attack trying to sleep. Had a BABY CRYING FOR OVER AM HOUR, not to mention nousy guests and slamming doors. I could not take another night and decided to leave the next morning.When I tried to checkout an entire day early there was not a SINGLE staff member at the front desk!!!!!! This was precisely at 10am on 6/12/23. How could this hotel not have a single employee at their front desk when there is an entire line of people waiting!' I am absolutely appauled by this!!!!!!!!!!! Tropicana needs to pay attention to their employees and manage this trainwreck of what they call a hotel. I was desperate to leave this nightmare and could not wait anymore for a front desk employee to show up. I dropped the key in the box and left. At this point I still have not received my $100 deposit back, despite leaving an entire day early therefore loosing money because of this nightmare.DO BETTER TROPICANA!

  Business Response

  Date: 06/14/2023

  We are having an issue finding the reservation. Please provide the telephone number that was on the reservation or the confirmation number so that we can research this issue further.

  Thank you!

  Customer Relations 

  Caesars entertainment

• Initial Complaint

  Date:05/30/2023

  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.

  the check in kiosks did not work. None of them, which caused unsightly long lines to check in/out. This is upsetting seeing as you all advertise an expedited process. The room was dirty. Just the overall filth was of a concern. There was ***** matter in the toilet when we arrived. I was unable to get a photo due to my husband quickly flushing it. The ** did not work. This is the biggest point of contention. I have attached a video for your review. It constantly made loud noises and yet says 70 but was not 70 degrees. We got no sleep due to the loudness of the unit. Finally, and most concerning, we attempted to voice concerns for the front desk, however our 6 attempts to reach them were ignored. I suppose we could have went to the front lobby - which was a long ways from our room and a total inconvenience but with the lines being so long, we would have spent our entire stay going to and fro the front lobby. Lastly when we went to check out there was NO ONE at the lobby for us to voice our concerns. At this point, I am requesting a full refund of this one night stay. If you do not wish to provide ** this refund, I will proceed with complaints on social media, the BBB, trip advisor (and will include all videos). Please advise,Confirmation Code: KBMJ3

  Business Response

  Date: 05/30/2023

  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 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. 
  

  We apologize for any disappointment you experienced with your stay. 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 email with our Hotel ********************* team so that we can ensure that our guests are always receiving the highest level of quality service you deserve.

  Sincerely,

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

  Customer Answer

  Date: 05/30/2023

  
  Complaint: 20119769
  
  I am rejecting this response because: no resolution was provided. They just copied and pasted some nonsense and did not address  any of the issues in the complaint  
  
  I even have videos to show the filth and the lack of AC  
  
  i request this be moved to unresolved as the business failed to address any concerns or provide any resolution  
  
  
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:05/22/2023

  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 cannot collect my money from the on line choices. Spoke to several employees and none of them is fixing the issue. I also sent several e-mails and the few that replied did not offer an answer that worked

  Business Response

  Date: 05/22/2023

  Hello ****,

  We do not have access to the online gaming (now caesarscasino.com) systems via this portal. For assistance, please Call Toll-free: ************** or email ******************************************* and a representative will be able to assist you. 

  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
  
  

• Initial Complaint

  Date:04/15/2023

  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.

  Hello,On Sunday, April 9th I checked into Tropicana and Checked out on Wed, April 12th. At the time of my check-in, I was told my room wasn't available and it was 9 pm. I waited for almost 2 hours to get a room. When I finally got a room I was charged three times $235. I had to go back in line and wait another hour so that can fix the issues. On Wed I checked out at 11 am and I see I have an unauthorized charge for Wed 4/13. Thurs. 4/14 and Friday 4/15. I called the billing department and the lady I spoke to was so kind, ******** called Tropicana twice, and twice they hung up on her and told her that I left luggage in the hotel room which is not true, and that's the reason they continue to charge me without me even being there. This situation has brought me great stress and has taken up alot of my time. I refer many people to Tropicana I actually had 4 families reserve rooms there but the treatment I received was not up to par. I had to wait in line several times to correct the mistakes the front desk did, I had to wait on the phone with billing and then had to call my bank and let them investigate these unauthorized charges. And no one for Tropicana has yet to call me back or refund me my money, billing department tried but the front desk at Tropicana was so rude, I have very surprised by this and wanted to share this information with you and hopefully get my money back that I did not authorize, in order for me to check into a room I will have to sign for it and I was in another state, not **. I deserve a full refund for my inconvenience.

  Business Response

  Date: 04/26/2023

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

  Guest has written into our **************** Team (incident - ************** and we are waiting for additional information from the guest.
  
  Thank you.

  Customer Answer

  Date: 04/26/2023

  
  Complaint: 19940207
  
  I am rejecting this response because: the companys response is inaccurate. I have reached out to them several times and was never told I need to provide them with further info. and they never called me to discuss them charging my card without my permission nor my signature. I spoke several times with the ****************** who called the Front Desk staff/manager and they hand out on the billing staff. Billing staff was told that the reason the charged my card was because they saw lagguage in the room with is inaccurate. The room was left spotless.
  
  
  
  Regards,
  
  ************************************

  Business Response

  Date: 04/26/2023

  Thank you for taking the time to share your feedback regarding your experience. Please know that we read every comment and listen to what our customers are saying. While we may or may not be able to act on all the comments and suggestions, If you wish to speak with a customer relations representative regarding your experiences, please email *********************************** and one of our agents will be happy to assist you.

• Initial Complaint

  Date:04/11/2023

  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 went to the Tropicana on April 5 and when we check in we saw the sheets were not clean, I called house cleaning and she said some would come up in an hour. We left and came back early in the morning. the sheets were the same. No one had changed the sheets. We refused to sleep on dirty sheets. The stay would have been nice, because I was celebrating my birthday. This is what I have to remember. i never ran into this problem when Tropicana owned it. They also billed my card for Tangos Lounge twice, instead of Tropicana reservation. I had to cancel my credit card because i thought some else was using my card. This was a horrible experience for my 74 birthday, My card no. ***********

  Business Response

  Date: 04/12/2023

  Hello ****,

  We apologize for any disappointment you experienced with your stay. 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. We were unable to find a reservation under your name. Although no compensation will be issued, please be assured that we have shared your email with our Hotel ********************* team so that we can ensure that our guests are always receiving the highest level of quality service you deserve.

• Initial Complaint

  Date:04/11/2023

  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'm been trying for weeks to update my address for Tropicana online casino. The support agent refused to accept my documents. I uploaded a bank statement, Passport, and Driver's license. The support agent ********** said it was a screen shot and he won't accept it. I took a picture of my Driver's license and Passport so the are definitely not screen shots. I asked for a manager and he told me to send an email to a Manager but it was just another co worker from support named ******* who also contacted me. I'***************** Plus member with *******/Tropicana and feel he is discriminating against me because of my race. I'm trying to change my address so I can deposit money and play the games. I'm tired of emailing these same two ppl and need a manager or someone with higher authority to step in and help. This is so disgraceful. They also ending my chat support and keep me waiting for long exstisive times.

  Business Response

  Date: 04/12/2023

  Hello,

   

  We apologize for the inconvenience you are experiencing. Unfortunately your mailing address can only be updated on property at the *************** center. If you are inquiring about online gaming please reach out to at ******************************************** Please be advised that to email documents they must be scanned pictures and screenshots are not acceptable. We hope this information proves of assistance. 

• Initial Complaint

  Date:04/05/2023

  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.

  My issue is with the resort fee I acquired. I never used a pool, I paid for parking in the garage I was made to use by your valet concierge. There is no sort of shuttle service you should supposedly offer that I saw or was offered in 2 *************** of my stay. Oh and no gym never used it. Please return the money for my resort fee. I understand I booked through a 3rd party the resort fee isn't the issue it's if you know you don't truly want to or don't have the staffing to offer these amenity don't charge me just because that's bad business from the guest perspective. Next time maybe we will stay at the hard Rock or showboat. I expect a reply of some sort at least.

  Business Response

  Date: 04/05/2023

  We apologize for any disappointment you experienced with your stay. 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 email with our Hotel ********************* team so that we can ensure that our guests are always receiving the highest level of quality service you deserve.