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:04/11/2023

  Type:Order 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.

  In January, 2023 I reviewed party planning activities for my daughter, ****** who was turning 30 years old on March 20th. I contacted VIP Packages Vegas to organize an event for approximately 10 people on a Party Bus, and an additional 5 people by their own car for March 18, 2023. I spoke to the following Party Planner for a club experience event for my daughter, family and friends.************************* VIP Packages Las Vegas Office: ************ ********************************* Based upon my requests, *************************, Manager, presented a package of 3 clubs with 12 people in the Limo and 5 additional tickets for others to enter the club, but not limo transportation. My daughter was very excited on the expectation of a great experience that evening, but soon we all experienced problems when we went to the clubs.The first Club for the evening was ***************************. Once we found the entrance for VIP Guests, after being turned away at the first entrance, the Hostess at the hotel shared that she never heard of VIP Packages Las Vegas. She further asked our friends and family to get out of line as she reviewed the itinerary on my phone. She stated that she never heard of a Booking Number listed on the itinerary, nor was she familiar with the company. She then asked me if she could take a picture of the itinerary to send to Management at ****************. She said we should never pay for being on the Guest List as they were letting people in free!!! After me pleading to the hostess to let the party in and calling VIP Packages Las Vegaswe gained entrance. In addition, on the itinerary, it showed that we had to arrive at 10:00 p.m. for entrance, but the club didnt open until 10:30 p.m.!!! As VIP Guests the club asked us to enter the back way and we had to climb 7 flights of stairs to gain access to the top of the hotel where the club was held. Upon opening the door to the club from the flight of stairs, there was an ELEVATOR!!!By the time we gained access to the club, we had time for half a drink before we needed to be at the Venetians Tao Nightclub. I was on the phone with someone at VIP Packages Las Vegas, and he told me that we should stay at Marquee. However, the limo driver was calling from downstairs to pick us up and I was trying to keep the group on schedule following the itinerary that I was given and paid for. We were due at Tao Nightclub at 11:00 p.m. Our group was dropped off and upon finding the club, the Host said our names were not on any list, there were no booking numbers that he was familiar with and he did not know anything about VIP Packages Las Vegas. The host at Tao literally embarrassed our party by asking all members to get out of line. Our party didnt know what to do or where to go. I made another call to VIP Packages Las Vegas and a gentleman tried to make excuses why no one knew who the company was and the company did not have any responsibility for lack of entrance to the clubs, as they never guaranteed entrance! Our guests were too through and found another club on *********** side of ************, where they remained until the pick up to ******************. Meanwhile, I received another call from someone who said they had transportation out front of ************ to transport our party from ************ to the Sapphire Gentlemans Nightclub. I thought this was strange, because we had a different limo company. The driver stated that he was specifically picking up our group and I shared this with the group. The party members shared their purses, personal things were still in the other limo, because the driver stated they could leave their things in the limo. I was livid by that time, because now the first limo had to meet the Sapphire driver to transfer personal items. Our party arrived at Sapphires Gentlemans Nightclub all to hear the same thing We do not know who these people are and We dont see you on a list. However, after explaining the booking to the front desk, they let us in. but my daughter was disgusted and wanted to go home!!!This was a terrible turn of events with EVERY ESTABLISHMENT on the itinerary did not know this company nor had contact with staff or coordinated activities with VIP Packages Las Vegas. My daughter, family and friends were terribly disappointed at the lack of responsiveness by VIP Packages Las Vegas. Although they wrote out an itinerarynone of the activities were actual coordinated activities with the hotelonly the transportation. They will tell you they cant guarantee access to the clubs. If that was the case, they didnt put it in writing and the itinerary and access is what we paid forbut didnt receive. How embarrassed the party was to be told to get out of line at the Tao, when we supposedly were guest listed. I was told by family members, even the champagne was warm and not cold!VIP Packages Las Vegas offered me a reimbursement of $300.00 for the debacle of the matter. However, I paid $1,383.00 for nothing more than transportation. The cost of ************* was $50.00 per person and I had 17 people noted. However, again I was told we could get in free and Sapphire sent a party bus too! Very Unorganized. Since this writing, VIP Packages Las Vegas has now said their staff member to sign off on the $300.00 reimbursement is out of town and only one person can reimburse any expenditures!!!********************************

  Business Response

  Date: 04/18/2023

  Please see attached business response.

  Customer Answer

  Date: 04/19/2023

   
  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,
  
  *****************************