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:11/25/2023

  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.

  So I accidentally hit the cash advance on the atm in the casino, and I got charged for 20 dollars more than what I got in cash. I did not understand this so when I went to go ask about it at the cashiers table, I was threatened to get thrown out of the hotel as a paying guest. There was no customer service from anyone, no one can answer my question. This place I guess just loves to throw out their guests for no reason. Terrible hotel.

  Business Response

  Date: 12/12/2023

  Thank you for bringing this to our attention. The casino cage manager was informed and is addressing internally. We show that the hotel manager was made aware and issued a $50 compensation but was never used. We have applied the compensation to the nightly room rate and have refunded your credit card. 

  Please again accept our apologies and we are addressing internally with the staff involved. 

  Customer Answer

  Date: 12/13/2023

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

• Initial Complaint

  Date:10/16/2023

  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.

  I checked into ******** on 10/11/23 becauseI travelled there to see the ***** show. I immediately used the kiosk to check in and proceeded to go to my room to change clothes. When I got to my room I noticed some spots on the white bedspread and after a closer look I determined that they were bedbugs. Because I needed hurry up and get ready for the show I went to my friends room to change clothes. After the concert I decided to sleep in my friends room to be on the safe side. The next morning I went downstairs to discuss it and was told there was no managers on duty. Because we had plans to attend all day excursion I wasnt able to wait around. The following morning I went downstairs and was told the hotel was sold out and they had no other room to switch me to. I was incline to believe that because the hotel was really really crowded. I decided to just stay in my friends room until we both decided to leave to switch to another hotel. I really didnt want to discuss this situation in front of other hotel guest. When I got home I decided to call the hotel to speak to someone about this. I called 7 times only to keep getting the run around. I switched to this hotel at the last minute because I didnt want to stay at the hotel I orginally chose (********) because of the reviews about them having a recent bed bug issue according to a woman on TikTok. I really disappointed at the way the hotel is handling this situation.

  Business Response

  Date: 10/19/2023

  Good Afternoon **************

  Room ****** was placed out of service once we were notified of the possibility of bed bugs in the room you stayed in. A third party company, ECOLAB, was called to inspect the room. ECOLAB inspected the room and has reported no findings during their service. 

  We do apologize for the delay, however when these situations do arise, we take all precautions by placing the room out of service until we are able to have ECOLAB inspect the room. 

  Customer Answer

  Date: 10/19/2023

  Here are pictures of the bedbugs they claim to not have in addition the hotel manager that called me was very rude and a racist.

  Business Response

  Date: 10/20/2023

  Good Morning - The hotel manager spoke to the guest directly and as a gesture of goodwill comped of 2 resort fees. Our third party, ECOLAB, inspected the room and found no activity of any bed bugs. The room is back in service and the hotel followed all procedures. For the records of the BBB only, i have attached the report from ECOLAB. The hotel would like the case considered closed as we offered compensation and the room was thoroughly inspected.

  Customer Answer

  Date: 10/22/2023

   
  Complaint: 20736612
  
  I am rejecting this response because: I received a call from someone who I now know to be *****************************. She was very rude as many others have mentioned on reviews online. She barely allowed me to speak which made the conversation turn very nasty. She told me that if it was a big deal I would not have gone to the ***** show. Which was a ridiculous comment and then she threatened me by saying that if I took this issue any further that I would get NOTHING and that I should be grateful she was refunding me the resort fee when I in fact paid $1000.00 for 3 nights. I really doubt that the *** of this hotel knows that this is the behavior that represents The Ling. I took offense to being threatened.  I have a called scheduled with someone from corporate who saw the videos and pics of the bedbugs.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/14/2023

  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 made a reservation for a king *** room on 2023/8/11 and paid around 260 dollars(including resort fees). During check-in, the front desk staff kept asking if we wanted to upgrade to a room with two king ***s, but I declined. However, when I entered the room, I found it completely different from what I had booked. It had two twin ***s instead of the one king *** I reserved. When I raised the issue with the front desk, they continued insisting that I needed to upgrade to get a king ***. This was very unreasonable and left me with a very poor impression. Later, the front desk staff said they would check with the manager if they could give us a king *** room, and only then did they switch us back to the originally booked room. All of this made our stay experience very, very disappointing.Once we got into the new room and were tired and wanted to rest and take a shower, we discovered that the showerhead was broken. After informing the front desk, it took quite some time for someone to come and fix it. They were also quite stubborn and said we couldn't change rooms. I find it unbelievable that a hotel at this price point would even have a broken showerhead. This series of events made me feel like I didn't deserve to spend this money to stay at this hotel. The experience was extremely poor, and the attitude of the lobby staff handling the room was also very unpleasant. I feel like I wasted a lot of money and a wonderful vacation to come here and suffer.

  Business Response

  Date: 08/15/2023

  We would 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 one (1)complimentary room night to replace your last experience with a better one!   To take advantage of this offer,************** our ************************ at ************** when youre ready to book your next reservation at ********. Mention this letter 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.

• Initial Complaint

  Date:07/31/2023

  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 spent an extra $1000 for four nights to have a room on poolside. Great view and lovely cabana area but music at pool was too LOUD! I mean ridiculously loud. Couldn't converse with each other or the waitress without screaming. It was NOT relaxing with music blaring! And this went on from 10am-6pm every day! Worst experience ever. Even with my patio door closed and drapes closed the bass from the music was pounding inside my room. Could not sleep in in the morning and forget about taking a nap! My ears were ringing constantly and I was so aggravated staying there. Couldn't hear my own music that I wanted to play in my room because the pool area music trumped all decibels! Very annoying. Very disappointing. I felt I was robbed of a pleasant vacation because I could not sit out by the pool in peace, no way could I read a book, conversation with neighbors was out of the ************** plugs did not dull the volume so NO pool time was enjoyed by my family and I in the 100 degree heat! Awful! Just awful... I've stayed at 11 other hotels in ***** and not one of them had piercing, pounding bass music blaring like ******** did. I'm definitely requesting a refund for the upgrade, as it was not worth it at all and a complete waste of my hard-earned money on what was supposed to be an enjoyable and relaxing getaway. Super frustrated!

  Business Response

  Date: 08/14/2023

  Greetings, 

  Thank you for contacting us! 

  I would like to extend my apologies for your disappointment of the loud music playing at our pool, at this time we are unable to refund the upgrade as we do not see any notations in regards to this complaint in our system. We would have been more than happy to accommodate you in a different room far from the 2nd floor where the music is not as loud or no music playing at all, if the issue was brought to our attention in a timely manner. 

  As a gesture of goodwill for what occurred, I would like to offer you one (1) complimentary room night at ******** to replace your last experience with a better one. To take advantage of this offer, ************** our Caesars ************************ Team toll free at ************ and we will be happy to make all the arrangements for you. The offer is for standard accommodations, valid for twelve months from the date of this letter, subject to availability,non-transferable, and certain holiday or special event restrictions may apply,packages excluded.

  Thank you and best regards,

• Initial Complaint

  Date:07/03/2023

  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.

  Good morning,I had cleaning issues with my room at linq( hair on the bed, and mold in the bathroom). I checked in on June 29 and checked out on June 30. I immediately raised my concerns to the hotel staff at the front desk, they said they would send somebody but nobody came. The room was not clean and neither the air filters and I had trouble breathing in the room ( it never happened to me before). I add that the room never got clean during my stay. Right before checking out, I was told that I would not have to pay the resort fees for the incident. I discover today that linq hotel charged me the resort fees. Please make it right.

  Business Response

  Date: 07/04/2023

  Good Morning - We do sincerely apologize for the incidents and your the compensation not being completed before checking out. We have refunded your resort fees and you will see a credit of $90.60 back on your credit card within the next 3 to 5 business days. 
  Thank you so much - LINQ Hotel Management

  Customer Answer

  Date: 07/04/2023

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

• Initial Complaint

  Date:06/21/2023

  Type:Billing 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.

  June 8th 2023. I was staying at ********. I had received a mailer from Caesars for. $75 food voucher and Linq was one of the participating hotels ( attached). I went to Caesars Rewards and asked how to redeem my food credit. They gave me the list of restaurants which I could use the credit. They told me to tell the waiter I was redeeming my food credit but I would need to have it charged to my hotel room. Then the front desk would remove the $75 from my hotel bill. I did what I was told by ******* Rewards and the waiter then charged my room. With food and tip it totaled $72. I thought everything was fine. But I received a bill from the Linq for $72 ( attached). I called the front desk at the Linq and was told I needed to call the Linq billing. I called the Linq billing and spoke to *******. I asked why I had received a bill for $72. I had followed the instructions from ******* Rewards just as they had instructed me. ******* said too bad maybe I had not spoken the exact words that I needed to say. I disagreed. I followed the instructions the people at Caesars Rewards had given. Once again ******* said too bad and she felt sorry for me. But there was nothing she could do. Once again I disagreed. The Linq charged my credit card $72. I was wronged

  Business Response

  Date: 06/21/2023

  We do apologize for any miscommunication from the property and our billing department. We have removed the charge of $61.75 and refunded your **** card. Unfortunately tips are not part of the offer and we can not comp those charges. 
  
  

  Customer Answer

  Date: 06/21/2023

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

• Initial Complaint

  Date:06/15/2023

  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 checked in on June 13th-June 15th on their ***************** room *****. The room seemed musky but didnt really give much thought of it. That first night my fianc wasnt staying with me. I woke up at 3 am having a hard time breathing. I felt like I had to go out and get a fresh air or open up the window. I thought it was just a panic attack. The next morning when my fianc arrived I told him of what happened and he noticed how terribly dirty the air filters by the bathroom, it was almost falling off too. He specializes in hvac so he got his tool, didnt even need much effort, there you can see how filthy the air filters were. The date coded were from 2020 clearly a violation. How is that even possible? Its 2023!! To think I stayed at their suite? Whats the regular must be like? We went downstairs to complain and they apologized and offered to have the filters changed. This is unacceptable and in code violation. I wasnt able to enjoy my stay after my breathing issue incident caused by your filthy air vents. How do you get away with this? Their light fixtures lamp were also falling apart, body wash and conditioner were empty, had to call housekeeping the very first day after being at the pool.

  Business Response

  Date: 06/15/2023

  Good Morning ****************** - We see you are still checked in and spoke to the front desk about these issues and we sincerely apologize for any inconvenience. The hotel manager can assist further at the front desk.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20189906
  
  I am rejecting this response because:
  
  I appreciate the efforts of sending maintenance to change the filter right away. However for the health reasons its caused me all your manager ****** and the other lady had offered for the inconvenience was a late checkout. We would like a refund. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/16/2023

  Thank you for bringing the issues to our attention. If you are experiencing any health issues, please contact our security team at ************, so they may start an report and collect your information and the full details. As a gesture of goodwill for what occurred, I would like to offer you two (2) complimentary room nights at ******** Hotel to replace your last experience with a better one.   To take advantage of this offer, ************** our Caesars ************************ Team toll free at ************ and we will be happy to make all the arrangements for you. The offer is for standard accommodations, valid for twelve months from the date of this letter, subject to availability,non-transferable, and certain holiday or special event restrictions may apply,packages excluded.

   

  Customer Answer

  Date: 06/27/2023

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

• Initial Complaint

  Date:05/31/2023

  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.

  Booked room, went to check in, but room was in terrible condition, Manager approved of refund but never did.

  Business Response

  Date: 05/31/2023

  Thank you for writing about your reservation. The **** did not charge any room / taxes to your reservation and the deposit that was on your reservation was form a third party booking AGODA / Priceline. The **** has advised that a full refund was OK, however you would need to contact AGODA / Priceline to speak with them about having the amount refunded to the credit card that you provided them. Unfortunately we do not have your card on file as AGODA / Priceline charged your card for the reservation. You may contact them at either of these 2 numbers ************ or ************.

• Initial Complaint

  Date:04/26/2023

  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 checked into the Hotel on Wednesday, April 19th. Room number ***** - The hotel was reserved via AAA - Confirmation number NGM83F and paid with my America Express Platinum ending 81139.My room key stopped working a few hours after I checked in. I went to the front desk and there was only one person assisting customers. I engaged a separate associate for assistance but she ignored me. I then raised my voice to obtain her attention and I started being harrassed by 6 security guards who were just standing near the check in area. Two of the security guards who engaged me started intimidating me acting like police officers. Asking me for my ID and using police language. I immediately asked for a their supervisor which to one LIED and said that he was the supervisor. Finally after about 7 minutes the real supervisor showed up and assisted me with my request. I was embarrassed, harrassed, and intimidated by the associates who ultimate represent ******** hotel and resort along with Caesars properties. To make matters worst I asked to be contacted by management, I was promised a call (I have text screenshots) and until today a week later (April 26th) I haven't received a call back.Lastly I didn't recieve credit for my stay with my ******* rewards.

  Business Response

  Date: 05/05/2023

  ***** was contacted by Hotel Manager.  Guest request for his rewards to be applied to his account and has been requested to Caesars Rewards.  Follow up call will be placed by Security Supervisor regarding future security status and to clarify with guest.   

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19986050
  
  I am rejecting this response because:

  I was informed of information I wasnt aware of and until I clarify what occurred and speak to the proper security manager and **** a supervisor who was in the shift when my incident occurred I would like to keep this as an open line of communication.

   

  I would like to as the business to provide me the direct phone numbers and email addresses to be able to contact the individuals that will be involved in resolving my issue.

   

  Thank you .

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

  Business Response

  Date: 05/11/2023

  Good ****** ************** - We do apologize, however you have been formally trespassed from ******** Hotel on your last visit due to your behavior towards team members. You may contact the hotel security team at ************ and request to speak with a security manager. 

• Initial Complaint

  Date:04/10/2023

  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.

  Dates of stay: 4/3-4/7/2023.4/7: Had a check in time of 4pm. When we arrived and tried to check in through the kiosk we were told the room was not ready and they would send us an email. Did not receive an email until 9pm. Then tried to check on again at the kiosk and it wouldnt complete the check in but wouldnt say why. Went to customer service and was told we needed a $200 deposit on the card. When we called to book we were not told about a deposit and were advised that we only needed $****** for the stay. After 2 hours of waiting in line we were told they would waive the deposit and we could continued the stay and to come back on 3/5 to pay the deposit. Didnt get into our room until after midnight so I dont feel we should be charged for that day due to the room not be ready and the misinformation we were provided. 4/4: Left the room early, never received a call or text or email from ******** about anything but when we returned to the room at 11pm we couldnt get in as our cards were not working. But they worked on the elevator. Went to kiosk and it printed new cards and still did not work. Went back to customer service and was told it was bc the ****** had not been paid. However, they were running the card for $381.20 and not $******. When asked why they didnt call us they said they left a message on the room phone. But we were locked out of the room so how would we get that message??? **************** was horrible and when I asked for a discount for our troubles on day 1 and day 2 they said no. 4/5: The room was not serviced or cleaned. I complained to the front desk and they sent up towels and said the room would be cleaned the next day. 4/6: Room was still not cleaned. Due to the terrible service, misinformation and lack or communication to resolve the billing issue I feel they should refund part of our stay.

  Business Response

  Date: 04/10/2023

  Hello *****,
  

  We appreciate you taking the time to write and bring all these concerns to our attention. Unfortunately, we were not able to locate a reservation under your name. In order to better assist you, please provide your confirmation number, room number, or any other possible names listed on the reservation. We look forward to further assisting you to resolve this matter.
  

  Kind regards,
  ********

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  

  The room was booked under *************************** for dates 4/3-4/7. We stayed in room *****. I was added to the room on 4/5 when I had to use my debit card to pay the $200 deposit in order to continue the stay. 
  
  Please send my response back to ******** Hotel. 
  
  Sincerely,
  
  ***********************