We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hospitality

Hakkasan Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospitality.

Complaints

This profile includes complaints for Hakkasan Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Hakkasan Group 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/06/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 reservations booked at ********* resturant in in ********* in *********. one of my friends went outside the resturant to wait for his wife. there was a security who was setting up for hakassan club, and he started screaming and swearing at him saying get the f*** out of here there was so many othet people there but the guy only picked on my friend because he was the only non white person. obviously he was racially profiling him. my friend complied and out of fear he left. i asked my other friend to take a picture of him. the security came running in and grabbed him started screaming! we were so scared. we went outside and asked him please stop yelling and he started screaming you dont know who i am. i will f*** you guys up. i will kick you out. even when were standing there he started screaming what the f*** ate you looking at. we got scared called security, hakassan refused to do anythting just offered us $25 credit. which was insulting. this business is standing by an employee who is racist and is bullying and threatening people.

    • Initial Complaint

      Date:02/28/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Paid for a concert, was kicked out because the security hired here are homophobic. I adhered to the dress code, had not drank or taken any substances, and was removed the moment I entered the venue. The only possible reason was because I was wearing eyeliner, and the security guard actually tried to convince my girlfriend to stay while he was kicking me out. Very creepy, and seemed like he was trying to even take advantage of her. We were not provided the service we paid for, I was profiled as an undesirable and followed in by security, and on top of that they tried to pull one over on my girlfriend in a predatory manner. They refused to discuss the situation on the spot, so I was unable to request a refund. I asked to speak with club management, and was sent away. They refused to even have a discussion about the matter, refused to explain why I was removed from the venue within 5 minutes of entering, and on top of that are trying to dispute my claim of a fraudulent charge made with my bank. This business is a scam, and oversells tickets to generate enough revenue to pay themselves and the acts, and waits for undesirable appearing people to enter the venue after paying so they can remove them and make more room for those they want there.

    • Initial Complaint

      Date:02/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 staying at the *** with a few of my friends. We booked 5 rooms for 2 nights that weekend. For our last night there I booked a (MAIN_FLOOR) VIP table at the *** Hakkasan for the ************ concert on March 5, 2022. I prepaid and it was non-refundable. When I arrived at Hakasun I was seated in a back area in the Pavillion and not in the Main room that I already paid for. I told my seater/server that I paid for the main floor table and showed her my receipt. She apologized and told me they did not have any tables left on the main floor. It was non-refundable and we were already there now, this was a bait and switch. We were seated at a table that was behind a partial wall in the back Pavillion. We could not see most of the concert from this table. I would NOT have paid that much for a VIP MAIN room table to be placed in the back of the room with a blocked view. I messaged *****, a customer relations person from *** **************** and I was told that services were rendered and we were seated, so, no refund or any type of remedy. I showed her my reservation receipt showing I paid for the Main Room table and told her were seated in the Pavilion table 464, I have my receipt showing they seated me in Pavilion table 464 in the back. She did not respond. This is a Bait and Switch. I did not enjoy my time there because of this situation and feeling ripped off, I was expecting what I paid for. I feel ripped off and that my trip was ruined. We all spent good money there and I was treated very poorly.

      Business Response

      Date: 02/28/2023

      Dear Valued Guest, 

      Thank you for sharing your experience. We have forwarded your concerns to the third party, Hakkasan, for follow up.

       

      Sincerely, 

      Guest Experience

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      On Saturday, July 16, 2022 I purchased night club tickets to attend the Hakasan night club at the MGM grand hotel and casino. Upon arriving to the casino it was very fishy there was no line for the club and everybody was standing in weird positions and acting strange. Me and my group followed a group of other nightclub goers around the corner and kind of waited within five minutes one member in the other party yelled shooter and everyone began to run. Security in the hotel was guiding patrons to safety while the Las Vegas Police Department in tactical gear was converging on the scene of the alleged incident. Me and my friends ran for lives fearing the worst and upon finally making it back to our hotel room found out that the incident was not an active shooter situation but a disgruntled patron smashing a glass window to the casino. It was still quite scary because other reports was coming in and there were other active shooter incidents at other hotels near the MGM so nobody knew what was true or false. I emailed Hakkasan's parent company the Tao corporation to request a refund and they gave me a repeat answer that says that I have one year from the day I bought my tickets to buy new tickets and then they would give me my original refund back when I explained the situation to them they basically told me that there was no threat situation and the club operated as normal when I told them that my safety was more important. No one has called me or returned my phone calls to speak with somebody to handle this matter all I get our emails which are no help. I would like this issue resolved as quickly as possible as I feel this company does not value the safety of his patrons around it and if something were to drastically happen they would probably deny refunds if there was a dead person on their floor.

    Hakkasan Group is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.