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.

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  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: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.

  
  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: 08/19/2023

  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. 

  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.

  
  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,
  
  ***********************rtised 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.  
   
  

  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