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:01/30/2024

  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.

  Ref room **** Stay: 1 night ***** january **** Hello. I am not too happy. At checkin i was offered an upgrade to a cabana room. I thought it would be a great idea as I enjoy swimming so much. at no point was it mentioned the swimming pool was closed/empty. if I had known I wouldve never paid for the upgrade.furthermore, the cabana area is filthy with holes in the sofa. Im not happy paying for this so I am kindly asking you to refund those upgrade fees back to my credit car. Otherwise I will initiate a chargeback . Kind regards. Stephane

  Business Response

  Date: 01/30/2024

  Good Afternoon - We are not showing an upgrade charge to the cabana room. It was offered complimentary from the hotel during your check in. We show a 2pm late check out that was accepted for an additional fee of $40+tax, parking fee of $20+tax and your resort fee. No additional charges are on your account. 

• Initial Complaint

  Date:01/17/2024

  Type:Product 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.

  On October 15, 2023, we purchased tickets for the Highroller through the kiosk outside. It only offered the happy hour tickets. After purchasing the happy hour tickets, we went inside to see if we could get a refund and purchase the regular general admission tickets. The lady at the desk said the refund was approved, she proceeded to take my information and card info for the refund. She said she couldnt give me receipt for the refund and said I would get an email within two weeks. We were then charged again but this time for the general admission. It has now been 3 months and I haven't seen a refund on my card for the happy hour tickets. I've called 4 times and they have all said to keep waiting and to call my bank to see why I haven't received the refund. I don't see the refund on my statement. So I am now left with two charges, one for happy hour tickets and the other for general admission tickets, all for one experience on the highroller.I would like to get contacted as to why I still haven't received the refund. I shouldn't have to keep calling to get my money back on something that was said would be refunded.

  Business Response

  Date: 01/17/2024

  Hello,
  
  We were able to locate the customer account under a different name *******************************, and e-mail ********************.
  A refund in the amount of $202.50 has been processed. Please allow **** business days for refund to be completed.
  We apologize for any inconvenience.
  
  Thank you!

  *****

  Business Response

  Date: 01/18/2024

  *************** box office is handling this with the guest.  

  Customer Answer

  Date: 01/18/2024

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

• Initial Complaint

  Date:01/16/2024

  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.

  On 01/13/2024 we checked in to Linq under the name ***************************. There were bugs in the shower crawling all over my soap and washcloth! After almost an hour of waiting for maintenance who never came - we were finally moved over to another room. After carrying all of our items from one end of the hall to the other by ourselves we ended up in a room that hadnt been cleaned properly. Hair in the shower and soap plastered on the floor. They then sent a housekeeping manager who had someone else clean the room - we watched her start and then left for lunch, only to come back and see that it was STILL dirty. After 3 room changes I was finally moved to somewhere that was clean but SURPRISE SURPRISE! I woke up to more issues. My fianc was in the shower for about 5 minutes before it began to smell like sewage. Now the whole bathroom is overtaken with the smell and we are forced to sit around and wait again. ******* doesnt care. The front desk agents lack empathy. And the staff is lazy. I did not get what I paid for and they made NO real effort to make this situation better. Not to mention how the entire hotel was woken up in the middle of the night at 4:00AM to a blaring false alarm the other day. Throughout all of the inconveniences they failed to accept accountability for any of their shortcomings. Not only did I not get what I paid for - but I spent the majority of my time waiting around for someone to come fix issues that never should have existed in the first place. This was not a birthday vacation, it was a nightmare.

  Business Response

  Date: 01/16/2024

  Good Afternoon - We see that you are still checked in with us and would like to personally speak to you about your stay and be able to assist while you are with us. We see that the hotel manager had upgraded your reservation while this was taking place to a suite, however we would like the opportunity while you are still here to make amends. A hotel manager will be reaching out to the phone number we have on file, and you may also come to the desk to speak to a hotel manager. 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21152462
  
  I am rejecting this response because:
  

  Thank you for reaching out! 

  
  

  I would like to reject this response from the business, as I was not upgraded to the suite under the pretenses that they are claiming. The suite was the last of the 3 rooms that they had given me after I had issues in the first two rooms - and the suite also had problems that prevented me from showering.

  
  

  They gave that suite to us on the very last day of our stay after we had 2 other failed rooms, but the drain in that room was backed up with sewage - which was probably the worst problem of them all. They had to send maintenance to drill off the drain, plunge it, and then deodorize it - which still didnt remove the smell. The manager then called with a very snarky attitude and offered $15 off of my bill while we were out for lunch - which is completely unacceptable seeing as how when I got back to the room I was still unable to meet my basic hygiene needs, as the smell of sewage was still present in the bathroom when I returned. 

  
  

  -*********************

  **************

   

  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/19/2024

  We do sincerely apologize for the inconveniences during your stay. When we initially received your issues from the BBB website we noticed you were still checked in to the hotel and the hotel manager reached out to make sure the issues were taken care of and further compensation was issued of $50 and the manager confirmed everything was taken care of during the conversation and everything was satisfactory. There was also a $40 compensation in a reduction in one the night's room rates as well. We see the suite was offered as the third room, however on the 15th of your stay at 302pm giving two nights in the suite complimentary. Understanding the frustrations and that the issues impacted your stay, we have removed another $88.44 (last's nights room rate) and a refund to your credit card will appear within 3 to 5 business days. 
  

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21152462
  
  I am rejecting this response because:

  As previously stated, I was not in the room when she called. The maintenance man who serviced the room (which I have documented on video) also stated that he couldnt guarantee that the smell would go away, and to contact the front desk again if I was still having a problem. When we returned, it still smelled of sewage and I was still unable to shower. I called the hotel number and also went back down to the desk to request another follow up with manager, to which I was told no one was available to speak to me. The people on the phone lines said that they couldnt help me or transfer me to anyone either. I requested another follow-up, as I had to fly out the next morning - but I never heard from anyone else which is why I continued with the BBB claim. The room continued to reek for the remainder of the night, and we had to keep the door closed and wash up in the sink to avoid having to pack and move for a 3rd time.

  Again, I spent way too much of my trip in the room or at the front desk trying to chase after maintenance, managment, and housekeeping. I wasnt able to utilize basic facilities of the room for the majority of my trip, and I lost out on time - and also money that was spent on other activities that I had to cancel due to an inability to meet my hygiene needs.

  When reviewing the final bill (which I have a printed copy of) there was no compensation documented. I also have never heard of , more seen the $40 compensation that you speak of. Our card was charged for the full amount after check out, and nobody followed up to ensure that we were satisfied after we came back from lunch - which I clearly told the manager who called me.
  

  This seems to be an attempt to circumvent accountability, in which I can simply follow up with my bank and provide my documentation if you guys are unable to make things right. I have stayed and played at multiple Caesars properties not only in Vegas, but also in other states, but this is by far the worst experience that I have ever had. Not only did you guys ruin my hotel experience, but also my birthday. I didnt travel over **** miles away from home for an experience like the one I received, and I definitely did not get what I paid for.

  *********************

  Business Response

  Date: 02/05/2024

  Good afternoon, 

  We have spoken to the guests and have taken $178 off of the guest bill. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21152462
  
  I am rejecting this response because:

  
  Manager called to discuss folio, but the amount of compensation that they are claiming to have provided does not reflect on the documentation. Also, to date, we have only received $88.44 back to our card. We are still seeking a full refund, and/or some type of compensation that equals to the total bill amount of $591.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/07/2024

  Guest stay was only $533.82, and they were refunded the entire amount of $533.82.  Please see attached receipt showing the refund.  

  Thank you,

• Initial Complaint

  Date:01/16/2024

  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.

  I have been trying to reach ******** directly for an authorization form but I keep getting thrown in circles with customer service (which are obviously not from *****************), I've spent 3 hours trying to contact anyone to help me. It is ridiculous that I have 7 rooms booked for a week on the 20th and I cannot get a hold of anyone to assist me.

  Business Response

  Date: 01/16/2024

  Thank you for reaching out. Attached is a credit card authorization form that will need to be filled out and faxed back to our billing department for each reservation. The fax number is located on the authorization form. Our billing department number is also ************

  Business Response

  Date: 01/16/2024

  ***** was contacted by the hotel operations department at ********.  We are working to have a credit card authorization sent once we have the correct reservations for the correct dates.

   

   

   

  Customer Answer

  Date: 01/16/2024

   
  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. Kit was very helpful. Thank you for your speedy response and kindness! :) 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/14/2024

  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.

  Clearly the issues at ******** stem from the top. After a terrible experience & stay at this property in November 2023 I was directed to contact the Hotel Operations Manager, a ****************************** by 2 different front desk supervisors. I sent an email to ********************* on November 30 (see attachment) and am yet to hear anything in response.A quick summary of my experience is: -having to wait over an hour to check in, at midnight. Being directed to use self serve kiosks to do so, which failed twice, and then having to wait in a long line of other guests to ***** a person assist me with checking in; -being bait & switched and feeling pressured to paying for room upgrade which I had to decline more than once; -issues with housekeeping not attending our room doing our stay, even after calling to request housekeeping; -being offered compensation of a restaurant credit that upon checking out was not correctly applied to my bill and I was fully charged; -issues with accessing the parking garage; -being directed to the Hotel General Manager to complain and then not hearing anything back.Please refer to the attached PDF copy of the email I sent on November 30 which fully outlines my experience at ********.

  Business Response

  Date: 01/16/2024

  Dar ************** - Please accept our sincerest apologies for the long delay in replying. The check in wait time is completely unacceptable and in reviewing that evening of your arrival, there were other factors that played part in a slower arrival experience. Our kiosks are based on hotel availability and the room type you have booked and appeared to be working properly until the credit card wasn't not able to swipe. This is also where our service shortfall took place of assisting you at the desk instead of going back and forth. As we would like for everything to always be 100%, there are times we fall short, and we had fallen short during your stay. I have also addressed the concerns with our housekeeping manager. 
  
  I have credit your past reservation 3 resort fees and you will see a credit to your Master Card within 3 to 7 business days of $135.90. I would also not want this disappointing experience to be your last impression of our property.We would love the opportunity to show you that we truly care about your satisfaction. To incent your return, I would like to offer you three (3) complimentary room nights to replace your last experience with a better one!   To take advantage of this offer, simply contact our ************************ at ************** when youre ready to book your next reservation at ********. Mention this offer and a service representative will be more than happy to make the arrangements for you.  Please note that this offer is for standard accommodations, valid for twelve months from the date of this letter, subject to availability, is non-transferable, and certain holiday or special event restrictions may apply, packages excluded.

  Thank you for your time and again please accept my sincerest apologies for the delay in responding,

  ***************************

  Customer Answer

  Date: 01/22/2024

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

• Initial Complaint

  Date:01/04/2024

  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.

  I recently booked a hotel room for three nights at ********. I assumed I was booking directly with the hotel but I was actually booking through getaroom.com. The website looked exactly like ******** hotels direct website. Due to scheduling issues with my family, I had to cancel 2 hours later. ******** representatives told me to work with getaroom.com to cancel the reservation. I contacted getaroom.com and found out the reservation was non refundable at the time of booking. I was shocked. I had to forfeit $2,707.84 for a two hour mistake. My issues are mainly with getaroom.com and I worked through the 3rd party booking company. But they contacted the hotel. Getaroom.com informed me that ******** REJECTED the request to refund the hotel nights. I contacted the hotel to see who rejected my claim but got no where. Basically ******** and getaroom.com are pointing fingers at each other. Both are large companies with billions in revenue. At the same time, a consumer is out $2707.84. They are not customer friendly. They are unwilling to work with me to find a reasonable resolution. I dont know why they would want to charge me that much money for a two hour error.

  Business Response

  Date: 01/04/2024

  In reviewing the reservation, it was made directly through a third-party website, Get A Room and when booking through their website, Get A Room has a Non-Refundable policy on all reservations booked with them. ******** has a cancellation policy of 72 hours before your arrival date and is the case for most of our partners. We have left notations on your reservation that has been cancelled to not charge Get A Room for your reservation that was to arrive on February 9th. Please contact Get A Room directly to have them contact the hotel and see that we will not be charging them for the reservation. Get A Room will then have to make an exception on their part to allow a refund as they are securing your funds, not ******** Hotel. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21096419
  
  Thank you for taking the initiative.  I am only rejecting b/c getaroom has not been helpful on their end.  When I receive the final answer from them I will accept your response.  

  Sincerely,
  
  *******************

  Business Response

  Date: 01/09/2024

  ******** has made good faith efforts to assist, unfortunately Get A Room is holding your funds, and they are the sole decision makers at this point for a full refund for your reservation. ******** is not charging Get A Room for the reservation, so the refund would be the decision of Get A Room. You may use this correspondence to provide to Get A Room that ******** would not be charging them for the reservation. 

• Initial Complaint

  Date:01/03/2024

  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.

  I and my wife stayed at Linq hotel between Dec *****. The worst experience we've had in our lives. No hot water, dirty and torn sheets, no shampp and conditioner . Ftrom the day first wereported all these issues and no action was taken. On top of all these, the most rude hotel manager called ******************

  Business Response

  Date: 01/03/2024

  Thank you for reaching out about your recent stay. Please accept our apologies for the inconveniences and experience. We show that when the issues were reported on your second day, our facilities department and housekeeping department responded later in the day and resolved the issues. For the issues we had compensated the first night of your stay, along with the first nights resort fee and early check in fee. We have also offered $50 in a dining credit totaling over $122 in compensation. We understand that your stay was less then enjoyable and have removed the second night as a gesture of goodwill and you will see a refund to your **** card within 3 to 5 business days of the amount of $123.58.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21087149
  
  I am rejecting this response as all these issues were reported from the day first and were not resolved at all. I and my wife got sick due to the coldness of the water and what was so disappointing was the manager ******************. The most rude and impolite person I've ever encountered. So, the minimum would be a full refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/03/2024

  Our facilities team responded the day it was brought to our attention, December 23rd at ****am and reported that the temperature of the hot water was reading at 125 degrees. We have also gone back to the room today and the temperature of the water is reading at 116 degrees.

  In researching rooms around yours and above yours at the same time of your stay, we found that there were no other issues brought to our attention about not having hot water. With the work order placed and resolved with a temperature showing 125 degrees and checked this morning at 116 degrees, the compensation already issued is adequate for the issues brought to our attention.

  We will speak to the manager and address your concerns on her tone and perception to better our guest experience.

• Initial Complaint

  Date:01/02/2024

  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.

  I won a sweepstakes and this hotel was chosen for me by the sweepstakes people. The hotel stay was on Oct 14, 23 - 10/15/23 and hotel was included in the prize and paid for by the sponsors before I arrived at Linq. I was supposed to get one room with 2 beds. When I arrived, the room wasnt ready and the woman at the front desk said I could do an early check-in for $30. I paid the $30 myself, with my bank card. This early room only had one bed. This wasnt mentioned before I paid. I called the man running the sweeps and he confirmed that the room they paid for was supposed to have 2 beds. The hotel front desk then called me and said my room was ready with the 2 beds. I believe they used the word "upgrade". The sweepstakes guy called the hotel after I spoke with him. I stayed one day at Linq. When I went to check out, they charged my card $79.99 for the "room upgrade". It wasn't an upgrade nor was I supposed to be charged. They also charged me for a movie and "late check out". I did not rent or watch a movie! I used the hotel's TV to try and get room service and their remote was bad and probably clicked a movie, but that wasn't my doing. I also checked out before the check out time - I wasn't late. I found out later, the hotel knew I won a sweepstakes. So why was I personally charged for everything? The only thing I should have paid for was the early check in. I tried to dispute with my bank later, but the hotel told them I stayed there. Yes, I did, but I was unfairly charged! I wrote a letter to **** and it was signed for, but no reply to me personally. I want my money back!

  Business Response

  Date: 01/03/2024

  Good morning,

  We do apologize for any inconvenience you may have had during your stay.  Looking at the reservation the early check in was coded as a Late check out and looks like a move & music was ordered.

  I do show you accepted the $30 early check in but again it was coded as a late check out.  As a GOGW we have comped the *** and both movies, we have sent a credit back to your cc in the amount of $70.99. 

  Thank you again for taking your time of informing us of your concerns, and we sincerely apologize.   Please allow 5-7 business days for the credit to reflect on your statement.  

  Customer Answer

  Date: 01/09/2024

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

• Initial Complaint

  Date:12/18/2023

  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.

  12/17/23- LINQ hotel I got a great deal (or so I thought) for $23.54 a night. After getting to the hotel during check in, you are required to play hotel and fees I ended up paying $40 (and $50 deposit which i hope to get back in 5-7 days. Im not sure how you can advertise a room at $24 and then charge $71 because of a daily hotel room fee. Shouldnt that just be the price of the room lol.Second, the hotel room quality was awful. The room was dirty, dust and stains on the wall. The bathroom smelled like sewage and the toilet flushed by itself. Only 2 power outlets worked. I called front desk and was told we are sold out nothing can be done. I went to the front desk the next morning and was told oh yeah we were sold out, sorry but still refused a refund. In the total below I put $120 > $30 for the room, $40 for daily hotel feels, $50 security deposit

  Business Response

  Date: 12/21/2023

  Thank you for writing about your stay. Your reservation does have a daily resort fee of $39 plus taxes as well as a $50 a day incidental deposit. Researching your folio, there was the resort fee and the parking fee of $18. The total for your reservation that was paid directly to the hotel was $63.30 for a 1 night stay. The $50 incidental deposit was used to pay for the $18 parking and $32 was released back to your card after you checked out on the 18th. There is a 5 to 7 business day for the authorization to release.

  Thank you for bringing the issues in the room to our attention and we have comped your resort fee for the issues, and you will see a refund of $45.30 to your credit card within 5 to 7 business days. 
  Please accept our apologies for the issues in the room - LINQ Hotel Management. 

• Initial Complaint

  Date:12/04/2023

  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 stayed at ******** Hotel on Thursday November 2nd 2023. I was in town for Bravocon with a friend group. We checked out of the hotel Friday the 3rd to move to ******* for the next two nights. Friday night I realized I left my airpod pros 2 in The Linq Hotel room we checked out of earlier that day. These are worth $230. When I went to track my airpods that same night they were at ******************************************************************************. In the morning they were back at ******** Hotel. I went back to ******** to fie an incident report. The Officer I filed it with was ***************************. I showed him the screen shot of where the airpods were located the night before and showed him that they were currently back at the hotel. We concluded that a hotel employee stole the airpods. He had me fill out the incident report (#***********) and said that he would call me with an update. I continued to track my airpods and they continued to show that during the day they were at ******** hotel and at night they were at a residence. They have been show to either be at the address mentioned above or ************************************************************************, *************************************************************************, ************************************************************************, or *************************************************************************. It is clear that an employee of the hotel stole my airpods. I have followed up multiple times with the hotel and they have stated it is still processing. The hotel should reimburse me for the airpods. It has now been a month since this incident and no-one from the hotel has followed up with me or let me know they are still working on it. Very poor customer service. Will never stay at this hotel again. I have the proof and they still have not given me a resolution. Not to mention when we checked into the hotel the day of November 2nd the lady at the front desk kept trying to make me use the kiosk check when I told her it does not work and made me lose my place in line twice and called me a b****

  Business Response

  Date: 12/06/2023

  We do sincerely apologize for the delay in responding. We were doing a full investigation of the matter and took a little longer than anticipated. Our Risk team has followed up with you on December 5th and compensation for the Air Pods has been issued. If there are any further questions, please do not hesitate to reach out directly to The **** at ************.

  Thank you,

  Hotel Management

  Customer Answer

  Date: 12/06/2023

   
  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.

  They have reached out to me and are issuing me compensation for the stolen airpods.

  
  Sincerely,
  
  *************************