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:06/16/2025

  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.

  Fall in a restroom

  Business Response

  Date: 06/16/2025

  Hello Tawny,

  Thank you for contacting us and making us aware of your experience. We're sorry to hear about the unfortunate
  incident that occurred during your stay at The LINQ.  To ensure that your
  request is processed in a timely manner by the appropriate individual, contact
  our Security Team at 702-794-3150. Please be prepared to
  provide all available information regarding your visit and incident. Please let us know if we can further assist you.

  Kind regards,

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair 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 stayed at The Linq Hotel on the *************** from May 25th through May 29th. It was our first time visiting ***** and staying at the ****. It put a bad taste in my friends' and my mouth. First, it was so crowded and there were not enough people working. Which meant, our key cards would switch off between working and not-working throughout our stay, so we always had to make sure one of us was in the room or close enough to let the other one in. We asked for housekeeping to come every day, and they missed it when our key cards were not working. We asked them to come in, but they never did. I also went to the front desk to get another key card, and was waiting for a while just to be told that we could only offer one because only one of our names was on the reservations, but we had clicked two when we checked in at the kiosk. Our room was okay, but it was not the best. We weren't told that a mini-fridge was extra, and during a stay, there was a heat warning that came through so we were never really able to have cold water unless we purchased it from somewhere with a cooler/refridgerator. The beds were like sleeping on trampolines. It was also very noisy even being on the 5th floor away from most of the chaos. A "quiet hour" in place would have been nice to have on the floors you stay on. The biggest complaint I had to make was that it was very sickening, and it was the mold in our bathroom. Two different spots had it, which was very alarming. I get that there is a lot of moisture buildup in a bathroom with a shower, but the fan didn't work as much which probably explains some of it, but to even offer that room for guests that traveled over ***** miles to visit is ridiculuous. At least get it fixed before you have people stay in it and it's not like it is some cheap motel. It is a well-known hotel in *****. I have really bad allergies and it made it worse as I developed a bad cough while staying there. Luckily when I came home I got an inhaler to help soothe it.

  Business Response

  Date: 07/14/2025

  Good afternoon, 

  We apologize about the issues you faced during your stay here at the **** Hotel and Experience. As a gesture of goodwill, we were successfully able to credit you $141.61 back to your card. Please allow 3-5 business days to reflect on your account. Your feedback is important to us as it allows us to further improve our guest satisfaction. 

  Best regards,

   

  Customer Answer

  Date: 07/17/2025

   
  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.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:05/26/2025

  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.

  Made a reservation for a room for Mar ***** 2025- Received email from them 9/22/2024 with res ***** replied with -WE ARE NO LONGER INTERESTED 10/21/2024,We never used their room and cancelled well before the 24 hr cancellation period. I want my money back.Below are the emails sent Forwarded message ---------From: ******* ****** <*********************************>Date: Mon, Oct 21, 2024 at 5:21PM Subject: Re: You have a message from The **** Hotel and Casino To: The **** Hotel and Casino through *********** <*****************************************************************************************************>I am no longer interested. On Sun, Sep 22, 2024 at 1:23PM The **** Hotel and Casino through ***********

  Customer Answer

  Date: 05/27/2025

  Forwarded message ---------
  From: ******* Holmes <*********************************>
  Date: Mon, Oct 21, 2024 at 5:21?PM
  Subject: Re: You have a message from The **** Hotel and Casino
  To: The **** Hotel and Casino through *********** <*****************************************************************************************************>
  
  
  I am no longer interested. 

   

  THIS WAS OUR CANCELLATION FOR THE RESERVATION THEY CHARGED US FOR- THE RESERAVTION WAS FOR MAR 18TH THRU 20TH OF 2025

  Business Response

  Date: 06/10/2025

  Hello ****,

  Thank you for contacting **********************
  
  Upon reviewing your reservation, we found that it was marked as a no-show. Since your booking was made through ***********, they are responsible for managing cancellations and processing any applicable refunds, as the payment was made directly to them.
  
  We kindly recommend reaching out to *********** to submit your refund request, along with any supporting documentation you may have.
  
  Please let us know if theres anything further we can do to assist you.

  Kind regards,

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23376517
  
  I am rejecting this response because:  This hotel got the money- they utilize *********** so they should contact them for my refund
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 06/13/2025

  Hello ****,

  In regard to your inquiry, when booking through a third party, the funds that are collected goes directly to the third party not the hotel. As such, any refund request would go to the third party. Please let us know if we can further assist you.

  Kind regards,

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 made a reservation for room with a king bed. The front desk gave us a room with 2 queen beds, saying if we choose to get a king bed it will cost extra. This is very frustrating.They charged us full resort fee for 3 nights (***** USD per night) and the pool is closed. Their website states that the pool will be opened after February 28 and weather permitting. It is sunny today as I write this (March 12, 2025).Secondly, they automatically opted us out of the daily service, without asking for our permission at all. We had no towers to use and had to call front desk to re-opt in again. This is very unprofessional.I feel they dont deserve the resort fee that they charged, given the very poor service we have received.

  Customer Answer

  Date: 03/18/2025

  My room was *****, my confirmation number with LINQ hotel is 457041335877

  Customer Answer

  Date: 04/05/2025

  It appears that LINQ has refunded 1 night for us (Transaction date: April 3, 2025, amount of $US 56.63).

  We would like full refund of the resort fee, since this effected the entire stay, not just 1 night.  And they failed to communicate, absolutely no communication from them at all throughout this process.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear BBB Representative,I am filing a complaint against The **** Hotel + Experience regarding a health hazard, false claims, and unprofessional conduct during my stay on February 16, 2025. The situation was handled terribly by manager ******* ****, whose rudeness and incompetence worsened an already unacceptable experience.Upon checking into our room, we immediately noticed an overpowering, unhealthy odor that made it impossible to breatheespecially for my young child and elderly parent. My son refused to enter, and they were forced to stand outside for over an hour and a half while we sought help.We reported the issue to room service, but they refused to move us, claiming no rooms were available. When I went to the front desk, I was lied to again. Then, ******* **** intervenedthe rudest and most dismissive manager Ive ever encountered. Instead of resolving the issue, she made us wait unnecessarily, refused to listen, and showed zero empathy.After nearly two hours of distress, she finally inspected the room and admitted it was unlivable. However, she still acted like changing rooms was just a courtesy rather than a basic obligation. She reassigned us to a less desirable room in an inconvenient location, refusing our request to be near the rest of our family.This experience was completely unacceptable. No guest should have to beg for a livable room or endure such poor treatment. I am requesting The **** Hotel be held accountable for:Providing an unsafe, unlivable room.Deceiving guests about room availability.Unprofessional and hostile behavior from ******* ****.I expect a formal response and appropriate compensation for the distress and inconvenience my family suffered.Sincerely,Jiayi

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair 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.

  I have reserved a room at this hotel monts before and paid extra for a a district3 deluxe room with a king bed. I was told at the reception that I could have it the next day and there was no other option. The room was supossed to have a fridge but it did not. The safe doesnt work has well. I want a the resort fee refund for the inconviniant.

  Business Response

  Date: 02/11/2025

  As a gesture of goodwill one resort fee was taken off the guest bill and a refund processed in the amount of $50.96 back to the cc on file

  Customer Answer

  Date: 02/11/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/31/2024

  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.

  Only hours after checking out on December 23rd, I realized that I had left my jacket in the closet of the hotel room. I called the hotel and was told to file a lost and found complaint on their website. My claim# *****. If item was found I can pay for item to be shipped to me. As of today my item is still lost. The only person that went in after us was the hotel cleaning staff. I expect honest and trustworthy service from a business and Im not getting it. I refuse to believe that my jacket vanished and can never be found again. My jacket is now discontinued so I cannot repurchase again. Please compensate me the price of the jacket or at least confront the employee who stole it and ship it back to me. I really just want my jacket back.

  Business Response

  Date: 01/05/2025

  Good evening ******, 

  On behalf of the **** Hotel & Experience, we formally would like to apologize for the inconvenience you experienced during your stay. In regard to your lost item, we are happy to connect with our security department to formally file a missing property report. As a gesture, we are going to credit your credit/debit card $50 back with the card utilized upon check-in. Thank you for writing your feedback as it allows us to improve future experiences for our guests. 

   

  Best regards,

   

• Initial Complaint

  Date:11/12/2024

  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.

  My mother and I arrived to the linq 11/8/2024 with no issues however from the kiosk self check in not working and it then couldn't find our reservation forcing us to the reception desk to repeat the check in process twice. We then were shocked to find out about the mandatory $200 plus resort fee that wasn't explained prior to and a $200 deposit. We paid that assuming certain amenities would be included. Our bags were taken to another area and we were told we had to eother pick them up from the area they were placed at or go upstairs and then call for a bell hop to bring our luggage when they are available instead of just accomompanying us to the room like normal. The room number was *****, a "handicap" accessible room was located at the furthest left of the hotel entrances known as district 3 on the 10th floor leading to a dimily lit hallway that you can eaaily injure yourselfor stumble in. The room is an okay size but you have to rent a microwave and coffee pot for 30 dollars or 10 dollars a day if they weren't left in the room prior. The closet is halved, the only windo is cieling to floor length with no real view except for the back of another building. The light above the toilet was out and the main reason we got the room was for the accessible shower in the bathroom. However the barrier placed there rotted up and the shower curtain wasn't wide or long enough, resulting in water going all over the floor, flooding the room. We called and complained and they sent people to give us more towels, they didn't take the used ones, they fixed the light and informed us that they will place us in another room but we have to call tomorrow between 11am and 2pm. 11:14am 11/9/2024 we call and are informed they don't do room changes over the phone and did not have that notation so we needed to come back to the service desk to see the availability. My disabled mother was heading that way so she went all the way to the front and but was rejected since she didn't have her ID.

  Business Response

  Date: 12/04/2024

  Guest was room changed due to the issues written.  Guest was given compensation for the inconvenience of $50 compensation for food/beverage, comped the guest for the early check in fee of $15 and resort fees $44.95.  This issue has already been resolved prior to guest departure from the hotel.  

   

  Business Response

  Date: 12/05/2024

  Guest was room changed due to the issues written.  Guest was given compensation for the inconvenience of $50 compensation for food/beverage, comped the guest for the early check in fee of $15 and resort fees $44.95.  This issue has already been resolved prior to guest departure from the hotel.  

• Initial Complaint

  Date:11/08/2024

  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 made our reservation months in advance and checked in early this morning to avoid any issues. Unfortunately, our flight was delayed by several hours, causing us to arrive later than expected. When we approached the reservation desk, we were told that the room we had reserved was no longer available and we would be given a different roomone that was nothing like what we had originally booked. The manager explained that the room we wanted would be available the next day. What was most frustrating, however, was that the guests ahead of us in line had the same issue but were compensated, while we were essentially told to accept it. While Id hate to think it was based on our appearance, it certainly felt like we were treated differently. The room we received was nothing like what we had requested, and the manager seemed indifferent to our concerns. Honestly, after this experience, I have no interest in ever returning to this hotel.

  Business Response

  Date: 11/08/2024

  We have made contact with Mr. ***** this morning and have come to an agreement to room change the guest and offered compensation for last night as a gesture of goodwill.  

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair 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.

  The **** website and information claims that the hotel itself are supposed to be smoke-free and concierge confirmed it was a house rule. However, my room smelled so heavily and terribly of smoke that we weren't able to occupy it comfortably. We had to leave the room for two hours for them to do an ozone treatment. Furthermore and surprisingly, upon arrival the toilet was broken and couldn't flush, the ** unit was completely caked with dust so that it couldn't blow air efficiently and the safe was fault and couldn't lock. This was a very disappointing first-time experience that I promptly informed concierge of. The concierge did send someone to do the ozone treatment and fix the toilet, but at the price paid, it was still a very unsatisfactory experience. I don't believe it was justified to pay the full rate for this room. I sincerely hope this unsettling experience can be resolved so that we can possibly have interest to book again in the future.

  Business Response

  Date: 10/01/2024

  Please accept our sincere apologies for the room. We do see that you have spoken to one of our representatives and they have comped your resort fee of $50.96 on September 29th. We have comped an additional $100 from your 1-night stay with us, and you will see that refund to your card within 3 to 7 business days. Again, please accept our sincerest apologies. 

  Customer Answer

  Date: 10/01/2024

   
  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. In the future, I hope that housekeeping will notify supervisors promptly when a room is noticeably in very poor condition prior to the next guest's arrival. The Linq hotel itself seems like it would otherwise be very nice and I appreciate the response and compensation. 

  
  Sincerely,
  
  ******* **********-*****