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:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was arranging to attend a scientific conference in ********* and started to make a reservation through the conference web site (APS.org). The website/hotel told me that no rooms were available for the dates I selected. I thus stopped the registration process and found lodging at another hotel.I had no further contact from LINQ *********. I received no reservation confirmation, I received no updates about checking in etc. There was no response that a reservation had ever been made. I only received notice and updates from my actual reservation at another location. I have checked my spam folder and do so regularly, there was never a communication from **** I completed my stay an the second hotel and was surprised to receive a charge from LINQ ********* which had never contacted me about any matter what so ever.On 3/18, I contacted ************ Hotel to inform them of the mistaken charge. They told me that they were not interested in any information and that the only recourse was to cancel the charge though my credit card provider. I asked for a copy of the supposed emails confirming the reservation and they were not supplied.Basically LINQ has told me that they are keeping my money and that they are not interested in discussing it.

  Business Response

  Date: 03/21/2023

  Hello,

  Based on our records this was a contracted group which requires a 72 hour cancellation, ****************** booked his reservation on 2/12/23 with an arrival date of 3/5/23. A confirmation email was sent him on 2/12/23 at 7:48am to the email address that he provided when booking the reservation. *********************. This reservation was also booked via a third party site 

   

  Thank you 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19627141
  
  I am rejecting this response because:

  It is false that an email was sent.  Please attach a copy of the email WITH the appropriate routing headers.  Please attach the follow up emails that are normally sent with check-in reminders that I get from every other hotel.

  LINQ informed me though the third party site that they contracted with that there was NO rooms available, thus a reservation could not have been made.  Or was made at some other time without my knowledge or agreement.

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

  Business Response

  Date: 03/23/2023

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

  ******** had received your information from your group along with your credit card information and they booked your reservation on your behalf for the *** March 2023 Annual Meeting. Your group was given all the confirmation numbers, including yours, when they booked them. ******** would have to refer you back to your group contact, whom had your credit card information to book the reservation on your behalf. 

  I do apologize for any confusion with the previous emails, however ******** held a reservation on your behalf booked through your group.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19627141
  
  I am rejecting this response because:

  I understand you operated through a booking group.  However, through ***************** you communicated that NO rooms were available for the dates I had requested.  Thus you could not have sent such a confirmation for rooms you claim were not available.

  Furthermore, you were directed to send confirmations, reminders etc. directly to MY address not through *****************.

  Any problems with your software interacting with ***************** is conditions of your contract with ***************** and not my problem.

  The bottom line is that you incorrectly held a room without notifying me that you had done so.  This is an error on your part and in no way should I be financially responsible for any errors between you and *****************.

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

  Business Response

  Date: 03/30/2023

  Good Afternoon ****************** - Your information was provided to us directly from your group with your information to book on your behalf. Your group had a full list of all the group attendees and booked all the reservations with a rooming list provided to us. They had your information along with your credit card information to book the reservation for you. I would strongly encourage you to reach out to your group if they were not to book on your behalf. We understand the miscommunication and apologize for any from the group and the hotel directly. We have adjusted off the forfeit deposit and refunded your card. The refund will take 3 to 5 business days.
  Thank you for your understanding - Hotel Management 

• Initial Complaint

  Date:03/20/2023

  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.

  On 11/9/22, I booked a reservation for a Deluxe 1 ***** ***** view, non smoking, for the dates of 3/17/23 - 3/19/23. I was sent a confirmation of my booking along in fine print, Deposit Policy Reservations have to be guaranteed with a valid credit card number and expiry date, to which I was charged a deposit to hold the room.Upon check in on 3/17/23, the room I checked into was the not the correct room. I called customer service from the room to ask to be placed into the correct room. The agent indicated we would have to go back to front desk to resolve this matter. My spouse went to the front desk and spoke with *********. She indicated they no longer have the room we originally booked available. She offered to move our room or we could pay for an upgraded room. My spouse requested that we would be reimbursed the difference of the lesser room. ********* insisted that the room was equal. Unfortunately the room was not equivalent. On 3/17/23, I had reached out to ***** resorts customer service number for assistance. They informed me that I would receive a phone call on 3/18 with an offer of a different room or a $70/night reimbursement. I received no such call.On 3/19/23, I went back to the front desk and requested the $70/night reimbursement that was offered to me. The front desk agent, **** indicated there wouldnt be any reimbursement. I requested to have the manger *********************** review the call. I gave the exact numbers used as well as date and offered the time as well. I spent the next 4 hours awaiting a response, to which there were none.I then called back ******************** customer service number for assistance. Speaking with the supervisor *******, she indicated there there was no longer a booking on my account for a king *** ***** view. I requested that she review the account activity log, to which she said that it only showed the new booking.I asked that a report be filed for fraudulent activity since the original booking has been erased.

  Business Response

  Date: 03/20/2023

  Thank you so much for writing to us. We do apologize for the room type being a double *** with a strip view instead of a king *** with a strip view when you checked in. We have taken care of the $70 a night and a credit will be sent back to your credit card used.

   

  Customer Answer

  Date: 03/20/2023

   
  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:02/22/2023

  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.

  We stayed at ******** hotel from February *****, room ****, and did not get housekeeping services for our room. When I called to speak to a manager , I was hung up on several times. Our trash was overflowing in the room and we had dirty towels, we had to keep calling to get towels. I am disappointed and want a partial refund.

  Business Response

  Date: 02/22/2023

  We do sincerely apologize for these issues and will address them with our housekeeping manager. We have adjusted off the first night in the amount of $60.31 and the total balance is $207.43. 
  
  Thank you so much for bringing this to our attention.

  Hotel Management.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19445477
  
  I am rejecting this response because: In addition to my room **** rented 2 other rooms that I have just discovered after speaking to my guests,  that none of their rooms were provided cleaning services the entire stay, ********************. They had to throw their own trash out and used the same towels the entire time. I feel that $60.00 is not enough for all of the time spent and the inconveniece of having to track down management, being hung up on several times by the front desk and for having to clean our own rooms. The whole reason we decided to stay at a hotel instead of an Air B and B was for the cleaning service that we did not end up receiving. After kicking up enough dust, I was finally able to reach a manager, although not aware of the other rooms not having room service, he was able to get room service to my room **** on the last night we were there.  I would love to give your hotel another shot and bring more guests in the future. I hope that you would reconsider the $60.00 you offered? 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/27/2023

  Thank you for bringing to our attention the issues with the 2 other rooms. With the first night already comped from the original room, I would like to offer 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: 02/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and does the complementary room also include the resort fee?  
  
  ***********************

• Initial Complaint

  Date:01/09/2023

  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.

  Awful. I have never been treated so poorly in my entire life. Hotel Manager on site: ********************* To celebrate a good 2022 I brought my employees to *****. I reserved two rooms for 1/6- 1/8. Upon arrival we asked for a third. Initially they said they were booked, so I got a room at *****. Later, they gave us 3 rooms and I cancelled my ***** reservation. The hotel checked all 3 rooms in, including my employee and his pregnant wife, on Friday evening. They had our company card on file with the rest of the reservation. My employees put their things in the room, left for shopping/dinner, came back only to be locked out. The key cards no longer worked. The manager/front desk told them they accidentally gave them that room and at midnight they had security KICK THEM OUT of the hotel. Security had to open the room, watch them retrieve their belongings and ****** them out. As if they did something wrong?!No apologies, no remedies... simply kicked out on to the street in the middle of the night. Security personally told us they've never seen anything like this and we should contact someone who could help. The manager (*********************) that evening hid in their office and wouldn't even give me an explanation other than "we weren't supposed to have that room". Well, you gave it to us. A hotel error left my employee and his pregnant wife on the streets in the middle of the night. Shame on ********. Shame on the *********************. Shame on the organization. The 6 of us will never forget this Godless experience.

  Business Response

  Date: 01/09/2023

  The **** is showing 2 confirmation numbers made directly with Expedia for the dates of 1/006/23 to 01/08/23. The guest had checked in to these 2 reservations, however 1 reservation was room changed from room ***** to ***************************** There were additional guests who were still occupying room ***** that hadn't moved to room *****. Security had assisted those guests in room ***** and move their items to *****. 
  
  If there is a third reservation, a confirmation would help assist in researching further. At this time, we are only showing the 2 reservations booked with The ****.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18708379
  
  I am rejecting this response because: This is not true. Yes, the travel site had 2 rooms reserved- which I noted in my original complaint.  But when we checked in we asked and were given a third room *WHICH I ADDRESSED IN MY ORIGINAL COMPLAINT- PLEASE DON'T CONTINUE THE DISRESPECT BY BEING CONDESCENDING AND NOT TAKING THE **** OR HAVING THE DESIRE TO FULLY READ THE COMPLAINT AND DO PROPER RESEARCH BEFORE RESPONDING *.  -approx 8pm-All three rooms had room keys ***** (mine and my husbands), ***** (********************************* and her guest), ***** (************ and his wife- the people who were kicked out). After we put our belongings in our room, unpacked, ate dinner, shopped, ETC...they returned to their room (*****) and the key cards didn't work. They were locked away from their belongings, prescription medications and additional necessities for a woman who is in her early stages of pregnancy. My employees had to inquire on the issue. It was hours later that security escorted the guest and their belongings out of room ***** and out of the hotel. Room ***** was a 1 bedroom room ALREADY occupied with two people. The hotel did not ****** 2 additional adults (totaling 4) into a 1 bedroom hotel room that night. Security footage will show you, they were escorted out of the hotel. Please look at the footage and get the first hand accounts from the security guards who did this. They were disturbed and encouraged us to file a complaint. Again, this was at midnight. The hotels only comment was the room was for someone else. Whom at midnight was NOT at the hotel waiting and had NOT checked in. Why not call and notify that couple that you all made a mistake and they would have to find other accommodations for the evening? We were given zero accommodation for another room. My employees were locked away from their belongings and escorted in the middle of the night to the street- approx 12am-. The hotel did not offer to stuff them into a 1 bed room with two other people, they did not offer another room after I begged and pleaded even saying I don't want anything for free we will pay for it please do not do this to them.  If they were asleep in this room would you all have knocked down the door and drug them out in their underwear? This is highly disturbing. 
  
  Alarmed,
  
  *****************************

  Business Response

  Date: 01/12/2023

  We kindly ask that a confirmation, receipt of payment, or the full name of the third reservation was booked under be provided to help assist in researching this matter further. We are only able to find 2 signatures for 2 reservations booked. The hotel would have required a payment on a credit / debit card for a third reservation, a name booked under and a signature accepting the rates of the hotel, fees and arrival / departure dates. 
  
  Providing the additional information will assist in researching to see if any service shortfalls happened with the third reservation and to provide a resolution. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18708379
  
  I am rejecting this response because: Did you or did you all not give three different couples 3 different room keys. You checked all three parties in. I do not have the records that would have had to be signed for you all to on site give us 3 room keys at checkin when I requested a 3rd room. We did not hack into the system and steal a room from you. Please address the facts that you all gave us 3 rooms and then in the middle of the night had security kick the couple out of the room as you said it was accidentally given to us and was a mistake on ****'s end. Have you address this with the manager on site who did this in the middle of the night *********************?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/20/2023

  We understand that keys were issued for room ***** for ******************************* upon check in. This same reservation then shows a room change from ***** to *****. We are asking for the names of all the parties involved so we can research the matter further to see where the service shortfalls happened. At this time, we are only showing 2 reservations with the names provided. We would like to help and resolve the issue but need further information to help us look into this and assist. 
  
  If you would please provide all the names of the guests staying at ********, or a third confirmation number, or a receipt from the hotel for the third room, we would greatly appreciate it to help resolve this issue. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18708379
  
  I am rejecting this response because: The reservation in your system is under C25F#4. But you could have looked that up already with ***************************** name. I also have a voice recording with the **** hotel confirming that they have this reservation. They went on to say that they won't refund us for the room they charged us for because the file notes say ***************** never checked in. This is the most recent email I sent to the ********************* as that was the employees (her name was ******) only recommendation to me. So this is only getting worse and worse as I was actually now charged for CHAPARO reservation as well as the other two and his file notes from ******** say he never checked in. 

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

  Most recent email sent: To Whom It May ************************* Name: *************************
  
  
  I am requesting communication and settlement around this confirmation number. 
  The above noted guest was checked into this room on 1/6. Him and his pregnant wife were given a room key to room #*****. Hours later, after dining and shopping, they returned to their room only to find their room keys did not work. 
  
  
  When inquiring with the front desk they were told they should have never been given that room and that they had to leave. This was around 11pm. I was called down from my room, where I was asleep, and watched hotel security ****** Mr. and ***************** back up to room *****, get their belongings and then taken to the front door - told to go find another hotel. 
  
  
  The manager on site, *********************, would not come out of his office to face me but had another man come out and tell me that the ********* had no reservation at the **** and that the room was given to them by mistake. After an hour of back and forth, me asking for the hotel to put them in another room, telling them this is wrong, telling them I'm not asking for anything for free I just don't want my employees kicked out in the middle of the night.... the **** stood their ground that there was nothing they could do because we DID NOT have a reservation and were given the room by mistake. 
  
  
  My employees left. Myself and the other guest in my reservation stayed the weekend at the ****. Despite the traumatic experience, we tried to enjoy the rest of the weekend. 
  
  
  Now, during a credit card reconciliation I find a charge for almost $1k. The charge was for the confirmation number in the subject line. When called the ********************* they said they would not refund us because this guest never checked in. -- Can you imagine my horror? Not only did the guest check in but was kicked out. Then the **** has the audacity to charge me almost one thousand dollars and fill the file notes with LIES? Please contact hotel manager *********************, the security on site that night, etc. and you can verify the guest did in fact check in... then were locked out/kicked out hours later. 
  
  
  The first step of action requested is for my credit card to be reimbursed. ****************** did check in. The file is being covered up by ********************* and others for a reason unknown to me. I need this escalated and resolved. 
  
  
  Thank you, 
  

   

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

  Now can you please stop playing games with us and settle this! 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/23/2023

  Thank you **************** for speaking to me about your concerns during your stay today. I was able to locate the reservation for ************************* and see that it was not registered. I notated the reservation to receive a full refund for the deposit that was forfeited. I also emailed you separately and I hope I was able to resolve this issue. You also have my contact information for any further questions so we can communicate directly. 
  
  Thank you,

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

• Initial Complaint

  Date:11/15/2022

  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.

  Stayed Sep ***** 2022. Seeking refund for resort fees at minimum. Tried to email hotel throught the Ceasars App and to date no one has replied. The room we received was disgusting dirty and not cleaned properly. They swapped our room. The hotel front ********* including male manager on site was horrific and extremely rude. I was so embarassed to beyond words. I dont know what the resort fees include but I wanted my money back right away. **** wouldnt give a refund so were forced to saty here. Did not use any amenities as there was no space at the pool or chair to sit in during our stay. Did not use the wifi bc it didnt work and did not use the room phone fax or any amenity listed as being included. The shower was disgusting with mold growing in the shower and the first night a security guard stormed into our room because she said she heard screaming, I told her I was laughing with my husband but she treated us both like criminals and to say I was beyond embarassed is an understatement. This hotel staff needs customer service training as they treat customers with no respect. They kept lying about being full and having no other rooms but magically found one when we showed them pics of the room they gave us with a ripped couch and holes in the wall and dirty bed sheets. Such an embarassement

  Business Response

  Date: 11/15/2022

  When the issue was presented to the front desk, we room changed ************************ after 20 minutes form her original check in time to accommodate the original room not being up to standards. We understand that issues arise, and we try to rectify them to the best of our ability and a room change was offered. As a gesture of goodwill, we have taken care of 1 resort fee and refunded the card used during the stay.

  The amenities included in the resort fee are the Wi-Fi for 2, access for 2 to the gym and local phone calls. Unfortunately, the resort fee is a fee that applies to all reservations, regardless of if the amenities are not used. We apologize if the Wi-Fi was not working, and we have removed that portion from the resort fees and refunded your card $34. In total, $69.95 was refunded for the issues stated. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18407586
  
  I am rejecting this response because:

  I should not have to pay any resort fees not just a refund for one night! All the nights were terrible and all the 3 nights should be refunded not just one. Services didnt work for 3 nights not one 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 11/17/2022

  When the hotel was made aware of the issues within the first room, ************************ was changed into another room just after 20 minutes of her original check in time. Throughout the stay, there are no other incidents brought to the attention of the front desk to address or help rectify. Compensation of $69 was offered when these issues were presented in the original email to the BBB and believe that it is adequate.

  The email address to the hotel management team at ******** is ********************************** and this is a good communication for the hotel managers directly to correspond about any further issues for ************************

• Initial Complaint

  Date:10/04/2022

  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 am writing this letter to express and to formally complain about the treatment my wife and I experienced on 6/03/22- 6/6/22 at ******** in *********. This was our first time staying at ********. My wife and I checked in on 6/03/22 as we tried to scan our key card to our hotel room we noticed it wasn't working I walked back down to the hotel registration as my wife stayed upstairs waiting for me with our luggage , I notified the woman who helped us check in, that the key card does not work , she provides me with another key card , I walk back up to the hotel room and try the key , it does not work again! At this point I'm bothered, I understand things happen but making the same mistake twice is not acceptable, I walk back down to the registration desk, I complain for the 2nd time their solution is switching us to a different room, as I scan the key card I hear peoples voices, they gave me a room that was occupied! A women is standing in the doorway asking if she can help us , I say to her it looks like this is our room , a man approaches the door and is bothered and is upset we exchange words , at this point we leave I ask my wife to wait down the hallway while I go back down to the hotel registration for the 3rd time, I let them know that this is unacceptable service and if those guys occupying that room end up getting physical with me , ******** will be responsible .They ended up giving us a larger room, the key card works , we are finally able to shower and relax , a few minutes later I hear the door knock as I'm taking a shower, my wife rushes out the shower to see who was at the door , a security and his Manager ask my wife if they can talk , my wife asks what is this about , the security asks questions about the interaction with the room that was occupied and are asking if I can give a statement my wife explains to them that I am not available at this time , the security responds to my wife and asks her why she is being (skittish) -see attachment

  Business Response

  Date: 10/10/2022

  Good afternoon, 

  ******************** was compensated for the alleged situation, however moving forward the guest has been emailed a future offer for 3 nights with room and tax complimentary.  The email was sent to **************************** that was provided upon check-in. 

   

  Please see the below offer that was emailed to the guest. 

   

  Good afternoon ********************,
  
  As a gesture of goodwill for what occurred, I would like to offer you 3 complimentary room nights at The **** to replace your last experience with a better one.   To take advantage of this offer,simply contact 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.
  
  Please advise with any questions or concerns.
  
  Thank you

• Initial Complaint

  Date:09/26/2022

  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 have a room reservation for today September *****. I booked a Cabana 2 Queen **** and was giving a basic room with a brick window view, broken lamp, broken USB, conditioner dispenser missing. After talking to several front end employees they gave me they manager *************************** who refused to help with the situation nor even try to upgrade me to a better or closer quality of room i booked. He said he contacted the site I booked thru email but refused to show me the email. This is very unprofessional from Caesars property customers deserve better than this. I appreciate any help you can give to me ur advice.

  Business Response

  Date: 10/13/2022

  ************** booked through a third party website, *******, and the reservation that ******* sent to ******** was for a standard deluxe room with 2 double beds and the rate reflected this room type. ************** was advised to contact the third party who he booked through so they may address the booking directly with him. The **** offered what was booked by ****************** third party company *******. I never emailed *******, but advised ************** that he should contact them, so he may speak to them directly about the room he booked with them and what ******* booked directly with The ****. 
  I had only spoke to ************** about the room booked. It was never mentioned about the lamp, broken USB, conditioner missing, or those issues would have been addressed immediately and rectified. 

• Initial Complaint

  Date:09/01/2022

  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.

  Greetings and I hope that this letter get addressed accordingly by the right staff members and department. I booked my hunny moon stay for my newly husband and I through hotels.com. we arrived a little early and requested a early check-in however, the front desk staff stated that you guys were sold out and that our room wouldn't be available until 10am. We came back at 10am and was told to come back at 4pm. We came back after our dinner around 9pm and was told I couldn't check in and due to someone saying I had COVID 19 I told staff members that was a lie and I could show documents of current vaccinations and boosters. The front desk women rudely made a scene had security ****** me off the property and was told we. We're not allowed back. I was truly heart broken embarrassed and blown away by such behavior. Very unprofessional. My hunny moon was ruined and our trip ended early due to the frustrating fact of finding new accomodations at such short notice. We ended up leaving Vegas after waiting for a flight back to *********** for 9 hours.

  Business Response

  Date: 09/19/2022

  Good Morning ****************:
  We have researched and a representative from Hotels.com, ******, contacted the hotel from their number, **************. They explained that they are calling on behalf of a mutual customer and provided your name. The representative stated the customer called in from the airport stating they are unable to travel due to the situation mentioned and asked to cancel and receive a refund. The notation was left on the reservation. I do sincerely apologize about this incident and the inconvenience it caused.
  The Hotels.com representative had all the necessary information regarding your reservation to have the notation added to the reservation. You may contact Hotels.com at the number provided so they may assist further.
  Again, please accept my apologies for the inconvenience.

• Initial Complaint

  Date:08/28/2022

  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.

  I made the reservation for 2 queen beds room(Check in 08/27/22,check out 08/31/22
  Im currently on my third trimester of pregnancy and this is my last trip before i go in labor. My flight got delayed and i could not get here until 12am and they told me they were negative on rooms and they dont have any room available. I paid for our room so it should be ready by 4pm on Aug 27th, I had my 5 years old boy with me and we were extremely tired. I had to wait over 1 hour just for them to figure out the room and then, they finally got me a room BUT, they Tricked me to the 2 double beds room which is not wat i wanted. At first, they told me they just have room for 1 queen bed, how can a pregnant lady with a 5 years old boy and a husband could fit in a QUEEN SIZE???? and then they ended up put me in the room with 2 double beds instead of the room I made reservation.
  I called fronk desk and they were absoluetly POOR CUSTOMER SERVICE.
  She told me that was the only room they have by the time i checked in and they charged me $382 for the room that I did not ask for.
  Then she hung up my phone and said She cant help. I took picktures of the beds that they tried to trick me without telling me.
  Well, I will not pay for this. They ruined my trip.
  So disappointed.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/19) */
  Good Afternoon Ms. ****
  Please accept our apologies for the inconvenience of having 2 double beds and not 2 queen beds and also the way you were treated during your phone call.
  We would like to discuss this matter in person or via email. Would you please contact us at XXX-XXX-XXXX or **********************@Caesars.com
  Thank you
  Hotel Management
  
  
  Consumer Response /* (3000, 10, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been waiting for 2 weeks and im done. I called my bank, and im over it. I will never come back. Their employees should be trained again.

• Initial Complaint

  Date:08/23/2022

  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.

  Booked a room for one night and the fire alarm went off around 5am. An announcement saying the issue was being investigated repeated thereafter, with no directions for the guests. Our entire hallway stood outside our rooms not knowing if the announcement meant stay or evacuate.
  
  We evacuated and went downstairs and were greeted with a huge crowd of people in similar situations. One couple asked one of the cleaning staff if there was a fire and she dismissively said everything's probably fine. We didn't know where the assembly area was. Eventually on our way to the front desk a security guard passed saying it was a false alarm and we returned to our rooms.
  
  This experience reflected the poor planning and organization of The Linq. Had this been a real fire and emergency, I do not feel confident we would have know what to do and make it out safely.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Hello *******, thank you for sharing your concerns. We regret the inconvenience you experienced due to the fire alarm activation during your stay.
  Our Fire and Life systems are monitored 24/7 in a special command center on the property. Every sprinkler or alarm activation is immediately detected and responded to determine the source of the alarm. Announcements are made to advise the alarm is being investigated and the completion of the cycle is with an all clear to our guests that the source was discovered and that there is no emergency. Until the investigation is completed our staff, outside of the Security team, is not able to provide any information.
  Additionally, all hotels in Las Vegas have emergency procedures posted on the back of the room entrance doors along with diagrams indicating evacuation routes.
  Again, I apologize for the disturbance. We value your business and hope that you will not let the alarm deter you from visiting us again.
  
  Yours truly,
  
  Tara