Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  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 booked through the Hilton website and stayed at the ****** at Resorts World Las Vegas from 5/25/2025-5/29/2025 and was initially charged the remainder of my hotel balance including the resort fee and incidental charges. Upon checking out on 5/29 I was charged a miscellaneous amount of $223.94 from this hotel for no reason. I called on 5/29 and 6/5 and no one could explain to me why I was charged this and why it was still pending more than a week after checking out on my Amex card. I have spoke with the credit card company and they said this hold is on the merchant end. Other relatives that stayed there with me during this time also had issues being charge miscellaneous charges on their credit cards. This was a birthday trip for me and I was greatly disappointed with this experience and the experience my guests received staying at what was supposed to be a 5 star hotel

  Business Response

  Date: 06/10/2025

  Dear ******* *******-*****,

  
  Thank you for reaching out to us at Resorts World Las Vegas. We sincerely appreciate your continued patronage and your loyalty as a Hilton Honors Member.

  Please accept our sincerest apologies for the inconvenience caused by the pending hold on your ****************. We understand how frustrating this can be and want to assure you that we are committed to resolving this promptly.
  Attached, you will find a copy of your updated folio reflecting the final charge of $673.94. This amount should settle as the final transaction, and any remaining hold should be released by your card issuer. As your departure was on Friday, May 30th, please note that authorization holds may take up to 7 to 10 business days to fully clear, and we are currently still within that timeframe.
  

  We truly regret any disruption this may have caused and are here to assist you should you have any additional questions or concerns. Please dont hesitate to contact us at ************************************************************************.
  

  Warm regards,
  

  ******* *********
  Manager, ************************start="1223" data-end="1226"> Resorts World Las Vegas

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23446385
  
  I am rejecting this response because: I actually checked out on 5/29/2025 and this misc random charge of $223.94 was added to my Amex card for no reason. It has been past the 10 business days and it is still pending on my card. I have spoke with my credit card and they explained this hold is on the merchant end. Somebody at resorts world needs to remove this pending charge. 
  
  Sincerely,
  
  ******* *******-*****

  Business Response

  Date: 06/13/2025

  Good afternoon Ms. ******* *******-*****,
  
  Thank you for contacting us at Resorts World. As discussed, your authorization hold has been released on our end, and it is now up to your bank to process the release. While we are unsure why the funds have not yet reflected in your account, we have attached the folios showing all charges, as well as confirmation of the release of the incidental hold. We apologize for any inconvenience this may have caused. Please rest assured that we are not holding any additional charges at this time. We appreciate your patience and understanding. If you have any further questions or need additional assistance, feel free to reach out.
  
  
  
  Best Regards,

  
  ***** *. 
  Guest Relations
  ************************************************************************

  
  

• Initial Complaint

  Date:05/08/2025

  Type:Order 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.

  When I checked in, I did confirm with the front desk, but they insisted that I check with Priceline. After speaking with Priceline, they informed me that the hotels page stated there was no resort fee and suggested I follow up with the hotel directly. One of the main reasons I chose to book at ************************* was because the total price seemed more reasonable, especially since there was no resort fee compared to other hotels.After several emails with the guest team, they totally ignored my request and have no willing to answer me. So, I seek the third party to do a fair judge.I attached my ****** booking receipt. It didn't list any property fee.For other hotels, they all list the property fee need to be paid later. I attached 2 hotels for your reference.I also listed the ****** hotel booking page, it didn't mention any property fee need to be paid in the booking *******, that's the reason I think collecting property fee is a hidden fee which didn't disclosure ahead.

  Business Response

  Date: 05/08/2025

  Good afternoon Mr. *************** you for contacting us regarding your recent visit. My name is ******* ***, and I received your thoughtfully written inquiry regarding the recent experience you had with us. As the Manager of Guest Relations here at Resorts World Las Vegas, my team and I have been empowered by our senior leadership to address all concerns related to our service and quality from our guests.
  As a valued guest, I am grateful that you took some time to share your story with us, as feedback from our guests allows us to identify areas where we excel, as well as those areas where we can do better. I can certainly appreciate the sentiments you shared about your billing, and I regret that you did not feel you were appropriately informed of the resort fees. With that being said, the verbiage on the confirmation letter you provided does mention that resort fees are charged at the time of check-in under the heading Checking-in policy section.
  I genuinely appreciate you taking the time to contact us. We strive to provide the exceptional experiences our guests deserve, and direct feedback is crucial in allowing us to reach this goal. We look forward to serving you again soon. 

   

  Sincerely

  ******* ***

  Guest Relations Manager

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23300654
  
  I am rejecting this response because:

  Just like I said,

  1) There's no any clue indicate resort fee in the booking page compared to other hotels. This makes the hotel looks more attractive and main reason to let me book. And if I know there will be resort fee, I would definitely reconsider this booking. This hidden fee makes an unfair game to other hotels listed in priceline.

  2) When I check in, I did pay the resort fee. There are 2 reasons, first if I didn't pay, the front desk won't let me go through. second, they did mention I should talk to priceline first. And I did talk to priceline, they mention all page details were conducted by ****** ******. So, I do think ****** ****** should be responsible for this.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 05/12/2025

  Dear *** ****,

  Thank you for reaching out and sharing your concerns. We understand your frustration regarding the resort fee, and we truly regret any inconvenience this may have caused during your stay.

  Please know that all of our third-party booking partners indicate that a resort fee is applicable at is due at the resort. This information is outlined both during the booking process and again on your confirmation details. We strive to be transparent with all fees, and our resort fee is consistently listed on all booking platforms, including Priceline.

  As the resort fee was disclosed through the appropriate channels, we must respectfully decline the refund request. We sincerely apologize if the presentation on Pricelines website caused any confusion, but we do advise that all guests review the full booking details prior to confirming.

  Thank you again for your feedback, and we do hope to have the opportunity to welcome you back in the future under better circumstances.

  
  Warm regards,

  ******* Archuleta 

  Manger, Guest Relations 

  Customer Answer

  Date: 05/12/2025

  Hi BBB

  Thanks for reaching out! I would let it show it as `Unsatisfied answer`. 

• Initial Complaint

  Date:03/17/2025

  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.

  The Resorts World Hilton failed to honor an advertised Poker Room discount due to a lack of awareness from the Front Desk and reservation staff. Additionally, the Front Desk manager, *******, provided poor customer service, wasted my time, and charged me $55.80 more than I expected to pay for my ******* husband and I stayed at Resorts World ****** from March *****, 2025, paying $818.61 for three nights. Before booking, we confirmed via the Poker Atlas app, the Hotel reservation line, and the Poker Room that a 20% discount applied if we played six hours per night and booked directly through the hotel, which we did via the ********** check-in, the Front Desk was unaware of the discount and directed us to the Poker Room. Poker Room staff, including ******, confirmed the offer and advised us to request the discount at checkout. However, at checkout, the Front Desk denied the discounts existence. *******, the manager, insisted it was a Genting Rewards offer, not Hiltons, and refused to call the Poker Room for verificationforcing me to do so again.Even after the Poker Room sent someone in person to confirm, ******* refused to honor the discount, citing an unmentioned policy that it couldnt be combined with another 20% discount we apparently got on the room (unbeknownst to us when we booked direct). This rule was never disclosed in our multiple prior conversations or on Poker Atlas. Had we known, we wouldnt have booked with Resorts World.When I expressed frustration over the wasted time, ******* was unapologetic and refused any goodwill compensation. This experience does not reflect the hospitality standards I expect from Hilton.I request a 20% refund for the qualifying night ($279 on March 15 * 20% = $55.80), OR a similar goodwill gesture from Resorts World Hilton.

  Business Response

  Date: 03/17/2025

  Dear ******* *****,
  

  Thank you for choosing to stay with us at Resorts World Las Vegas. We truly value your patronage and understand that you have many options on the Strip, so we're grateful you chose us.
  

  We sincerely apologize for the confusion regarding our rates during your recent stay. While our Hotel Manager, ******, was correct in explaining that promotional rates cannot be combined with additional discounts, we recognize there may have been alternative ways to address the situation. As a gesture of goodwill, we have removed the three-night resort fee from your reservation and refunded the charge to your credit card. Please find the attached folio for your reference.
  

  If you have any questions or need further assistance, please dont hesitate to contact us at ******************************************** We hope that you will come back and stay with us again. 
  

  Warm regards,

   

  ******* Archuleta 

  Guest Relations Manager 

  Resorts World Las Vegas 

   

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/04/2025

  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 have given Resorts World support an opportunity for the last 8 days to resolve my concerns and remediate the incorrect charges made, they have simply stopped responding and have refused to provide the details of what I was charged for and have also refused providing a receipt of the charges, which I requested in my original email on 02/24 I was supposed to pay $283.45 as a resort fee during my stay, It was explained to me that some of the charges you performed would be reversed throughout the week, however, at this point I have not seen any reversal and on the contrary, I see 3 charges in total to my card for a total of $696.83, which is far from what I agreed to pay. I made no purchases to be charged to my room, other than usage of parking space for 2 days, which was explained by your front desk has a cost of $18 per day.$413.38 - 02/16 $170.07 - 02/18 $113.38 - 02/21 I'm attaching my original reservation breakdown with the details of what I was expected to pay, along with the chain of emails I've been sending to their guest relations team.I, along with many other guests was forced to wait for 5 hours to be able to check in to my room, you would think that an establishment that you've paid several hundreds of dollars to, would at least have the decency to come correct about the incorrect charges made in a situation completely out of the guests hands, this is simply unacceptable.

  Business Response

  Date: 03/04/2025

  Dear ******* *******,

  
  Thank you for reaching out to us at Resorts World Las Vegas. We truly appreciate your patience as we investigate the billing issue you brought to our attention.

  
  Attached, you will find the updated folio, which now reflects the refund of $413.38. We sincerely apologize for the oversight, which was due to a limitation in our previous property management system. Additionally, you will see the refund of $113.38, which was processed on 02/27.

  
  We deeply regret any inconvenience this may have caused and assure you we are taking steps to prevent such issues in the future. If you require any further assistance or have any additional questions, please don't hesitate to reach out to us again at ************************************************************************. 

   

  Thank you, 

  ******* Archuleta 

  
  

  Business Response

  Date: 03/05/2025

  Dear ******* *******,

  
  Thank you for reaching out to us at Resorts World Las Vegas. We truly appreciate your patience as we investigate the billing issue you brought to our attention.

  
  Attached, you will find the updated folio, which now reflects the refund of $413.38. We sincerely apologize for the oversight, which was due to a limitation in our previous property management system. Additionally, you will see the refund of $113.38, which was processed on 02/27.

  
  We deeply regret any inconvenience this may have caused and assure you we are taking steps to prevent such issues in the future. If you require any further assistance or have any additional questions, please don't hesitate to reach out to us again at ************************************************************************. 

   

  Thank you, 

  ******* Archuleta 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23019191
  
  I am rejecting this response because: While I'm in agreement with the resolution proposed, I'm unable to accept this as resolved, since the refund for $413.38 has not been processed at this time, I have engaged my financial institution about this, however, this has not reached their systems.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/16/2025

  Dear Mr. ************************ you once again for reaching out to us at Resorts World Las Vegas. We want to inform you that all charges placed on your account by ********************** have been fully refunded. Please find the attached folio confirming the processing of these refunds. While it typically takes about 7 to 10 business days for the refunds to appear on your account, we hope this helps clarify the situation.

  
  We sincerely apologize for the inconvenience caused during the upgrade of our property management system, and we truly appreciate your patience and understanding. As a gesture of appreciation, we would be delighted to offer you a three-night return stay in a One Bedroom Suite at **************************************** 

  We look forward to hearing back from you soon. 

   

  Thank you, 

  ******* Archuleta 

  Guest Relations 

  Resorts World Las Vegas 

   

  
  

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We checked into Resorts World Hilton in Las Vegas at 4:30. They put us in a ****** room instead of the one I originally booked. Around 12:15 in the middle of the night a man came into our room. The hotel had our room (*****) listed as an empty room and had then assigned another person this same room. I called emergency services to have someone check the floor and make sure no one would continue to try and get in. The manager tried telling me it was a guest who went to the wrong room (instead of it being the hotels fault), but I let her know that the door actually opened and they had given someone a key to my room and it was their mistake. She offered only to remove our resort fee and said they would investigate how this happened (although it felt like she was placating me and nothing will be looked into).I was completely shaken and couldnt sleep. Every bump/door shut on our floor scared me. I finally fell asleep around 4:30 am, but kept waking up every time I fell asleep because my body was on high alert. Around 9:15 am housekeeping knocked. I called to see why they came around so early, and why hadnt someone at the hotel made sure that didnt happen given the incident that happened so late the night before. The front desk girl kind of just laughed at me and said I shouldve put the sign on the door. We kept talking and she said there manager hadnt even taken the resort fees off, so she fixed that. My daughter was also terrified and asked me, What if it had been a bad guy that theyd given the key to? It was just her and I in the room and we wouldnt have had any means of defense. This was so dangerous. Its the morning after it happened and my body is still shaking as Im writing this, and I just feel completely sick in my stomach.Were here for a volleyball tournament and my daughter lost sleep, which is hugely detrimental to her ability to play. Its the whole reason were here.

  Business Response

  Date: 01/31/2025

  Thank you for contacting us regarding your visit. My name is ******* ***, and I received your thoughtfully written inquiry regarding your experience. At this time, I have been in communication with our Hotel Operations leadership team regarding your concerns, and they should be contacting you shortly. 

  As a valued guest, I am grateful that you took some time to share your story with us, as feedback from our guests allows us to identify areas where we excel, as well as those areas where we can do better. I can certainly appreciate the sentiments you shared about the events that occurred last night in your room. I am very saddened and disappointed that the following interactions with our staff upset you during a visit that should be very special for you and your daughter. I assure you that our senior leadership has been made aware of your feedback and we are reviewing this experience with our teams.  

  In the meantime, please be assured that we aim to provide an exceptional guest experience as the key to our success, and we would appreciate the opportunity to make it right for you. Based on your feedback, your resort fees have been removed for both nights, respectively. It is our hope that you will receive this gesture as a gesture of goodwill and gratitude for the opportunity you have given us to address your concern with our team and improve our services. This credit is already reflected in your bill.

  If you need anything further, please do not hesitate to contact our hotel staff. We look forward to the remainder of your stay with us, and wish you and your daughter all the best. 

   

  Sincerely,

  ******* ***

  Manager of Guest Relations

  
  

• Initial Complaint

  Date:01/14/2025

  Type:Customer Service 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.

  My son, lives daily with Spastic Diplegia Cerebral Palsy, Generalized and Socialized Anxiety disorders. We attended the ***** ******* concert at Resorts World on New Year's Eve for $231.60. However, our experience was marred by issues with audience members and poor accessibility in our balcony section. Despite politely asking people to accommodate my son's needs, we faced rudeness and a lack of assistance from the usher. The wheelchair-accessible seat and companion seat were situated behind a gentleman wearing a large-brimmed hat that obstructed our view. Despite polite requests, he refused to remove his hat, reacting rudely and conversing with his partner. Furthermore, a man stood throughout our time at the concert, blocking our view and that of others in the section. He ignored my polite requests to accommodate my son as to inability to see from his wheelchair, and his partner joined him in standing. Four people complained to the usher, but no action was taken. The usher claimed that the man was allowed to stand, despite my pleas for a solution. The situation prompted people to leave, including the couple in front of us who had also complained to the usher. My son attempted to find an alternative viewing position by moving his wheelchair to the staircase and back wall, but the usher intervened, stating that he was a fire hazard. I pointed out the hypocrisy of allowing others to stand while denying my son access. Due to the inability to see the stage and the discriminatory treatment, we were forced to leave the concert forty minutes into the show as the usher's parting comment was dismissive and unsatisfactory. I have submitted a request for compensation and a refund, citing the inaccessible conditions and discriminatory treatment by the staff. However, I have yet to receive a response or resolution. The lack of *** compliance and accessibility measures is appalling, and I am extremely disappointed in the treatment we received.

  Business Response

  Date: 01/15/2025

  Dear ********* *****, thank you for reaching out to us at Resorts World Las Vegas. We sincerely apologize for the inconvenience of the situation that has caused during the interaction you had with one of the Ushers of the Resorts World Theatre. As our theatre is operated by ********! please know that we have shared your feedback with their leadership. We did speak to one of their Leaders in which they did state that they were made aware of the situation, and they are working on reaching out to you directly. Again, we sincerely apologize for the inconvenience that had occurred but please know that our partners with *** are working on rectifying this issue. Should you have any additional questions please feel free to reach out to us at ************************************************************************. 

  Thank you, 

  ******* Archuleta 

  Manager, Guest Relations 

  Customer Answer

  Date: 01/15/2025

  Please close case complaint as it has been resolved with the full refund and apologetic reply. 

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please close case complaint as it has been resolved with the full refund and apologetic reply. 

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

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service 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.

  Hello,I am writing to make a formal complaint about my experience today at ****** at Resorts World. Upon arrival at the hotel, my boyfriend and I approached the priority check-in line for Gold Members. We waited for over 15 minutes, watching as guests from the general queue were called up while no one attended to us. After this extended wait, I approached the desk to ask if someone was working the priority lane. I was told someone would be there in a minute. Yet, 5 more minutes passed, and still, no one came.When I inquired again, the hotel manager, ****** *****, finally addressed us. Instead of providing assistance, she dismissed us, saying we would need to wait another 15 minutes since we asked for assistance before being called up. When I respectfully asked why she would do this, she responded, because thats what I said and I am the hotel manager here. Her tone was cold, condescending, and completely unprofessional. At this point, we felt utterly dismissed and walked away.After discussing the incident privately, we decided to formally report her behavior and requested to speak with someone above her. To our surprise, she refused to escalate the matter, claiming no one was above her and she would not help us, and then accused us of threatening heran outright lie. She even went so far as to call security, an act that felt like an intentional attempt to intimidate and silence us. Even the security personnel laughed at her behavior when we walked away and told us to speak to the hotel operations instead about her, so I am doing that now.I cannot begin to express the distress and humiliation this caused. Not only did this ruin our entire honeymoon trip, but it also left us questioning the values and standards that ****** claims to uphold. My partner is crying in bed right now next to me.

  Business Response

  Date: 01/16/2025

  Dear ******* ****, 

  Thank you for your reaching out to Resorts World Las Vegas regarding your recent visit. We truly appreciate your patronage as well as being a Hilton Honors Member. First, I would like to mention to you a Congratulations as we do know that you were celebrating a special life event while you were here at our resort. Additionally, we truly appreciate your time in allowing to further investigate the situation that you have shared. Please know that we did share your experience with our Senior Leadership while you were here on property in which there was attempt to contact you via phone and through our texting service however, they mentioned they did not receive a response in return. We did want to reiterate that we truly apologize regarding the situation that has occurred and please know that there has been an internal investigation with our Hotel Manager. 

  We truly apologize regarding the situation and if possible, to make this situation right it would be our pleasure to invite you back to our resort and stay at ********** LXR in a One Bedroom Superior Suite for a three-night stay complimentary. This offer would be valid for you during the next two years in which for you to use with a few blackout dates in which we are fully committed. 

  Again, we truly value you as not only our guest at Resorts World, but a respected Hilton Honors Member. It would be our pleasure to host you again and have the opportunity to show you how we elevate the guest experience as well as a re-do for your Honeymoon. We look forward to hearing back from you and should you have any questions please do not hesitate to reach out to me at ************************************************************************. 

  Thank you, 

  ******* Archuleta 

  Manager, Guest Relations 

  Resorts World Las Vegas 

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/06/2025

  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 have been charged 3 nights staying in Las Vegas Hilton at Resorts World on Dec 15, which I am not aware of. There're no reservations in my hilton app stay history as well. I attached my credit card transaction and past 1 year hilton stay history. I want ************ refund these 3 transaction in card ending in ******** hilton member number is **********

  Business Response

  Date: 01/06/2025

  Dear Yu ****, 

   

  Thank you for reaching out to us at Resorts World Las Vegas. Looking further we have attached the folios for three reservations that were booked back in November however they were processed as a No Show as you did not arrive for the scheduled reservations, and we were not notified that you were no longer arriving. If you have any details regarding how the reservations were cancelled or who you spoke with regarding the cancellation we can see what our options are regarding the No Show charge that was accessed. Additionally, we do so see that you have had various reservations that have been booked however has been cancelled if you can confirm that the details are accurate as we do show you have an upcoming reservation this June. 

  We hope to hear back from you soon. 

  Thank you, 

  ******* Archuleta 

  Manager, Guest Relations

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22744995
  
  I am rejecting this response because:
  

  Thanks for attaching the reservation records, for those with status 'CANCELLED', I am aware of and I have received cancellation emails with cancellation number. No question about them.

  But I am not aware of records with status 'NO SHOW'. First, I have never reserved 3 rooms in NOV12-13, and have never received any email with confirmation number '82110726','82110365','82110751'. Second, IIRC my credit card will be charged in advance for each reservation in ****, but it charged my card after the reservation for these three charges, which is abnormal. Third, none of these three reservations showed up in my hilton app stay history. In all, I am not aware of these three reservations and dont believe I am responsible for these charges. 

  For the reservation in June 3-4 2025, I believe it has been cancelled and I should never be charged. Could you pls confirm on your side?

  Sincerely,
  
  ** ****

  Business Response

  Date: 01/07/2025

  Dear Yu ****, 

  Thank you for reaching back out to us. Anytime you book a reservation with us a Resorts World Las Vegas a deposit is collected for the first night room and tax.  On the Hilton website or your ******************** Application states that when booking. Looking at your previous history with your cancellations on reservations you have been made aware as you have cancelled within the 48-hour window and all the other cancellations were refunded to you accordingly. Additionally, you would not see in your Hilton Honors Account as a stay because this reservation is considered a No Show which is not a status that will be allowed to be displayed. As a gesture of goodwill, I will proceed with completing the refunds for the three reservations that are no showed. Currently I do show the reservation in June as an active reservation I will proceed with cancelling should you not need this reservation and sending the folios that reflect the refund from our ************************************* account. Additionally, if these bookings were not made by yourself you may need to look at updating your password for Hilton Honors Application and reach out to Hilton Honors as possible fraud maybe on your Hilton Honors account. 

   

  Thank you, 

   

  ******* Archuleta 

  Guest Relations Manager 

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We checked into Room ***** for 1 night ($77.77 + taxes ($8.32) = $86.09) we also paid resort fees, deposit, and parking totaling $224.69 and immediately found a dirty rag in the room possibly left over from housekeeping. We also noticed a strong odor that smelt similar to formaldehyde or bleach. After taking a quick nap we were horrified to find blood stains on our comforter. Given what weve spent here in just one day (not including gambling) we find this absolutely unacceptable for a resort of this caliber. On top of everything that transpired, management was only willing to offer an apology and could not give a reliable answer as to when housekeeping would arrive to fix the issue. We notified the front desk on 12/12/24 at 2:33 am and it it currently 3:17 am and still no updates or help.

  Business Response

  Date: 12/12/2024

  Dear **** ******, 

   

  Thank you for reaching out to us at Resorts World Las Vegas. We truly value you your patronage and know you have other options to stay on the Las Vegas Strip and glad you chose to stay with us. We would like to sincerely apologize regarding the cleanliness of your room. Please know that since you are currently here on property, we have shared your experience with our **************** Team to have someone contact you and address these issues. Again, our sincerest apologies regarding this experience. 

   

  Thank you, 

  Guest Relations 

  Resorts World Las Vegas 

  Business Response

  Date: 12/12/2024

  Dear **** ******, 

  We did send a text message to the phone number that was provided however we have not received a response. We would like to let you know that we did not charge the nightly resort fee of $50.00 plus tax and the parking fee that was accessed to your reservation regarding the inconvenience that occurred. If you have any questions, please feel free to contact us at ******************************************* and we would be more than happy to assist you further. We hope to hear from you soon. 

   

  Thank you, 

  Guest Relations 

  Resorts World Las Vegas 

• Initial Complaint

  Date:12/09/2024

  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 Sunday 12/8/24 I won $72, I want to cash my funds out but it is impossible, I can't use VIP PREFFERED they list because the account I had is no longer in existence and VIP company won't update it to my current account. So that's option one out the window.The other option is online banking, well can't use that as my bank is not one of the banks they allow, and lastly ******, well I am not allowed to use ****** , and cannot create an account. So now I'm SOL. And this is unacceptable, they have no issue taking my funds when I lose , so I'm gonna want my winnings by whichever way they come up with They can mail me a check *********** ******* ********************************************** Or figure out another way to get me my winnings. As I don't think I'll be using there sports book after this

  Business Response

  Date: 12/09/2024

  Dear *********** *******, 

  Thank you for reaching out to us at Resorts World Las Vegas. We would be more than happy to assist you regarding your most recent experience. Please know that we have tried looking for your player account information however we are unable to locate anything if our system. We just wanted to confirm that you are looking to try and connect with Resort World Las Vegas and not our other properties closer to your residence.Any additional information is greatly appreciated so we can certainly assist you with getting this corrected. 

   

  Thank you, 

  ******* Archuleta 

  Manager, Guest Relatios 

  Customer Answer

  Date: 12/09/2024

   
  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.

   

  I need guidance on contacting whoever operates the sports book under resort world name then
  
  Sincerely,
  
  *********** ******* Jr