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:10/30/2024

  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 double charged for a room I booked. I often like going to resort world, but this situation has caused me to go to other hotels when I go to vegas. I booked using Algotels, and was charged $204 for the room on July 29/2024. However, I was charged $364.81 from RWLV again on 8/31/24, so I was double charged. I want my $204 back from ******** since I literally paid for the same room twice.

  Business Response

  Date: 10/30/2024

  Good morning Mr. *************** you for contacting us regarding your recent visit. My name is ******* ***, and I received your thoughtfully written inquiry regarding your recent experience 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 these inquiries often allow us to identify areas where we can improve our services. I can certainly appreciate the sentiments you shared about your room charges. We understand that providing an exceptional guest experience is the key to our success, and I would appreciate the opportunity to make it right for you. Based on your inquiry, I have reviewed your room charges to determine the reason for the charges you spoke of. I do not see a charge from Resorts World for $204.81, however as your reservation was booked through a third party booking agency, they may have been the source of this charge. The additional charges you referenced were for incidentals, including resort fees and minibar. I have attached the folio from your visit for your review. 

  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

• Initial Complaint

  Date:09/16/2024

  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 fraudulently charged for mini bar purchases upon checking out of my room on September 3rd. I mentioned to the front desk employee that the purchases were false, then she said they'd be removed. I also disputed the charges over the phone with the resort days later, and another employee confirmed that the front desk employee stated that the charges would be removed. But this wasn't the case. My credit card was charged $200.50, and two employees accused me of taking the merchandise since they claim the mini bar staff verified the purchases. I am disputing this because I didn't use, take, steal or consume any items and your staff has defamed my character as if I'm a liar. I stayed overnight and left, and I am extremely disgusted by this matter. This should've been investigated since the charges could've been applied before I checked into the room or theft by employees. I want an apology and a refund of my resort fee.

  Business Response

  Date: 09/16/2024

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

  Thank you for reaching out to us at Resorts World Las Vegas. We truly value your patronage at our resort and know you have additional options to stay on the Las Vegas Strip and glad you chose to stay with us. Thank you for contacting us regarding the Mini Bar charges that were charged to your account. I have placed our Mini Bar records for you room during the time that you stayed and looking at the items that were removed the times are placed in Military Time. The first three item were removed around 9:00pm with the other two remaining were at 3:00 am. Due to our records showing that these items are valid these charges will remain. Should you have any additional questions please feel free to reach out to us at ******************************************* 

  Thank you,

  Guest Relations 

   

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22286590
  
  I am rejecting this response because: As I mentioned I didn't use the mini bar items, and I've already disputed the charges with my creditor. Those items were there when I left. I entered the room after 9pm, so of course those items weren't purchased! Plus, your company haven't noted that I called the front desk twice to have the fridge unplugged, once after 11 PM and at 3 AM because the fan was so loud. A gentleman came upstairs twice to unplug it, and this is most likely the reason for the false charges. I am deeply displeased by your feedback and company's unprofessionalism, and since you all are liars and are an unethical company, I'm going to contact my attorney. I will file a lawsuit if necessary. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/19/2024

  Dear *****************************, Thank you again for your email. Regarding the noise of the refrigerator, we do apologize for the inconvenience and as a gesture of goodwill I have removed the ***** Nightly Resort Fee from your reservation, and you will see a credit back to your credit card the amount of $56.69. Regarding the unplugging of the mini bar that would not reflect the inventory of the items to either delete or show that certain items were removed. Additionally, after check out our Mini Bar Attendants are alerted to these results in which a manual audit is complete to again restock any items. With the information that has been presented from our multiple departments the mini bar charges will remain. Should you have any additional questions please feel free to reach out to us at ******************************************* 

  Thank you, 

  Guest Relations 

  Customer Answer

  Date: 09/19/2024

  The complaint is still incomplete, since they are still accusing me of theft. I will wait to speak with the corporate office. My credit card has been closed, so you won't be able to adjust payment. 

• Initial Complaint

  Date:09/09/2024

  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.

  I stayed at the Resorts World at Las Vegas (******************), July *****, 2024. I used a debit card, and a $450 incidental hold was placed on my card. After I checked out, I had a balance of $277.64 to pay for incidentals which was paid at the front desk instead of using the $450 (bank statement shows this). I initially submitted an inquiry to the hotel due to not receiving my $450 incidental hold. The bill they sent to me showed that my card was charged the $277.64. After I response about the funds were released the day, I checked out and was told that $277.64 was removed from my incidental hold, I checked my bank statement and saw the charge on my debit card. I also called my bank and they said they still haven't received anything from the hotel. I responded back to let Hotel Operations Head Cashier know this information and attached my bank statement and reiterated that I have not received any of the incidental hold, I have not received a response. I called the hotel and left a message and still have not received a response. I enjoyed my stay at the hotel and would like my incidental returned as their policy states. Thank you.

  Business Response

  Date: 09/09/2024

  Good Day, Mrs. ****************** you for choosing Resorts World Las Vegas and allowing us to take a look into this for you. 

  It appears that the final charge would be $277.64 which would be for all of the In Room Dining and a *************** charge, please see attached folio for just your incidentals. The $450 was just an authorization/pending transaction. Upon check out, the hold was released back to you and would have just fallen off and the credit would have just gone back to your account, it would not look like a refund since it was just an authorization/pending transaction. This process would have taken 7 to 10 business days for a credit card, if a debit card was used, it may take a little longer depending on your banking institution. 

  Please let us know if you may have any additional questions. 

  Customer Answer

  Date: 09/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was not satisfactory to me; however, my bank was able to establish an investigation and was able to have this situation resolved.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the Date of August 18 2024 I was at ********* located in the Hotel for a massage service. At the time of the massage the masseuse picked up my short from the hanging hook which was meant for the clothes and attempted to move them. He pulled the shorts in a bit of an aggressive manner which caused my watch to fall out of the pocket onto the ground causing the screen to be damaged as well as some internal components. The masseuse was very apologetic and assured me he would have this taken care of since was due to his negligence. Upon leaving I paid my balance for the spa in the amount of 864 USD as I was assured the spa/resort would compensate me for my watch but just had to go through some other means. After which I was contacted by the resort security team who assured me the same. He asked for cost of watch and some images which I sent. Then I was reached out by the risk management team who then went on to ask the same details and also proof of receipt as well as letter showing can not be repaired. I provided all appropriate information and in the end was told that I would get a minimal 150 USD after which they stopped responding. I have not received a response or agreed to the amount so they have not sent that. I would like to be compensated for at minimum a refurbished watch which would cost me around 500 CAD or a new watch of same model for around 850 CAD. My watch was in great condition and fully functioning before the damages. Now I am unable to use it as features don't work and is no longer waterproof due to screen damages.

  Business Response

  Date: 09/09/2024

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

  Thank you for reaching out to us at Resorts World Las Vegas. We are saddened to hear about the situation that occurred at ********* with your watch. We did consult with our *************** Team, and they are waiting to hear back regarding the reimbursement amount. We understand that you are looking to receive full value however due to the watch being an older version we would only be able to compensate with the current value of the actual replacement value of the watch that you had that was damaged. Should you have any concerns please ensure that you contact our Risk Mangement Team as they are currently handling your case. However, should you have any additional questions you can always reach out to us at Guest Relations at *******************************************. 

  Thank you, 

   

  ******* Archuleta 

  Customer Answer

  Date: 09/10/2024

  Hi could you please respond to them and let them know I have  not heard back from the team and that I am not currently being offered the replacement value at all. Apple is willing to replace the watch with a refurbished version which will function and be usable at a cost of 450ish Canadian dollars. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22245810
  
  I am rejecting this response because: I have not been offered the amount in the value to compensate with the current value of the actual replacement value of the watch that i had that was damaged.
  

  I have sent the apple receipt for cost to replace it but have only been offered 1/3 the value. Apple is charging 450 CAD to replace the watch with a refurbished watch of same model and everything but I have only been offered 150 USD. 
  

  And they are not responding back as well. Please send a email with the full replacement value of 450 Canadian dollars and I will gladly accept. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/10/2024

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

  Thank you again for your response. Due to this being a matter already open with our ************************** this would need to be a continued conversation with them. Again, they are waiting for your response on your direction. 

   

  Thank you, 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22245810
  
  I am rejecting this response because
  

  I have communicated this with them as well and they are not responding at all. Last email was yesterday to have them reply to an earlier message sent few days prior and still no response. All I want is the amount to pay for my watch to be replaced with a working version from apple nothing more but to have what I had when came in to the spa. A working version of the same watch. Simple ask after Ive complied with everything as well as done my part by paying for the services trusting that this will be handled appropriately. And even after *** spent my time and gas to get all the items requested. 

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

  Business Response

  Date: 09/10/2024

  Thank you again for reaching out to us ******************. I have reached out to our ************************** to continue to reach out to you. Again, we do apologize for the inconvenience that this has caused however they our the department responsible for any claims from the resort. I did speak to our *************** Team specialist, and he did state that he will be emailing you again. 

• Initial Complaint

  Date:08/05/2024

  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.

  We were advised that although we canceled within the cancellation period for a full refund of our deposit, they were unable to refund to our card because it had been canceled. They explained we just needed to provide proof of account ownership to get the refund on the new debit card. (Our debit card was canceled per our request due to fraudulent activity not involving Resort World). We provided what was requested and have not received a response.

  Business Response

  Date: 08/06/2024

  Dear ***********************, 

  Thank you for reaching out to Resorts World Las Vegas. We apologize for the inconvenience and delay in any of our responses regarding the refund of your deposit. I have consulted with our ******************************* and I can confirm that you will have a check will be made out to in the amount of the deposit that we received from your reservation. 

  Again, I do sincerely apologize for the inconvenience, and should you ever decide to book at Resorts World Las Vegas again please do not hesitate to contact us at ******************************************* in which we can certainly ensure we provide the best service to you. 

   

  Thank you, 

   

  ******* Archuleta 

  Manager, Guest Relations 

  Customer Answer

  Date: 08/07/2024

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

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, On 2/2/24 I purchased two "open bar ticket packages" for an event at *********** on 5/26/24. After the tickets were purchased our group started looking into buying a cabana for the day instead of using these tickets. The promoter that we spoke to, *************************, said that we can get a refund on these tickets, we just had to "email the ticket company to get a refund". I have emailed the ticket company numerous times starting at the beginning of May at ******************* and have spoken to multiple agents and I keep getting told that my "ticket is in the queue waiting to be checked by Ayu dayclub management". Ive been given different phone numbers to call and they all lead to a general Resorts World line and get told that they cannot help me. I am looking for a refund of ****** for the two tickets.

  Business Response

  Date: 08/03/2024

  Dear *********************, 

  Thank you for reaching out to Resorts World Las Vegas. We are saddened to hear that you have not heard back from ******************* regarding the request for the refund of your ticket purchase. Please know that I have forwarded your concern to their management team. Unfortunately, due to Ayu/**** being a leased venue at our property we do not have any access to their financial systems to access or process any monies owed. Should you have any additional questions please feel free to contact us at ******************************************* ]

  Thank you, 

  Customer Answer

  Date: 08/12/2024

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

• Initial Complaint

  Date:08/01/2024

  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.

  Date of transaction: Saturday, May 25, 2024 Explanation of situation: I booked a table with ************************* at Resorts World Las Vegas on Saturday, May 25, 2024. To pay for the minimum requirement for the table, we had to purchase bottles of alcohol and other items. We asked our waitress (********, last name unknown) for a bottle of ****'s vodka, which is $825 on their menu. Here is their bottle service menu for reference: **************************************************************************** waitress told us they were out of ****'s so we asked for an equivalent, which we ordered Belvedere ($795) because it was similar price. Our waitress confirmed it was close in price. Myself and several of my friends were there to hear her confirm. We ordered two bottles of Belvedere (regular) which should have been $1590 for that line item on my receipt. However, our waitress charged us for two bottles of Belvedere Magnum ($1350 per bottle) which came out to $2700 on my bill. Thus I was over-charged $1,110. We did not receive the product that I paid for. In my pictures attached to this claim, I have my receipt from the day which shows I was charged for two bottles of Belvedere Magnum, pictures of the bottle we ordered (Belvedere regular), and a picture of Belvedere Magnum to show that the bottle we received was not the bottle that I was charged for.It's important to note that our waitress gets an automatic gratuity of 15% off the total bill, so if she charges us for more expensive bottles, her personal tip automatically increases. Throughout the day I was also never presented an itemized receipt until I had to chase our waitress down when the event was over to ask for one.I have attempted to contact the hotel/business several times over the phone and email and not a single person has gotten back to me. I've also submitted a form through their billing inquiries link twice and no one has reached out to address my issue. ******************************************

  Business Response

  Date: 08/02/2024

  Dear *************************, Thank you for contacting Resorts World Las Vegas. We are saddened to hear that you have not been successful in trying to contact **** Group regarding your charges. Please know that due to ************ as being a leased venue through Resorts World Las Vegas unfortunately we do not have accesses to their accounting features. I have since forwarded your information to them in which I will advise to promptly contact you directly. Should you have any additional questions please contact us at ******************************************* 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22021389
  
  I am rejecting this response because: 

  Zouk group has made ZERO attempts to contact me and address my issue within the last few months and not even after Resorts World allegedly let them know about my complaint. Ive been ignored throughout all my attempts and not one person has reached out to hear my side of the story. Everyone keeps passing the ball and pointing fingers to someone else to address my issue and no one has reached out to me. Terrible customer service and impossible to reach anybody in Las Vegas for assistance. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2024

  Dear *************************, Thank you so much for your response and patience. I do apologize for the delay in response, but as Resorts World Las Vegas we Zouk is a leased venue. Again, my apologies as we do not have access to their systems retrieve purchase information. When the original complaint went through, we did forward over all information to the Director of Operations for **** and Ayu. I will follow up with them again to have them contact you. Again, my sincerest apologies for the delay in the response. 

• Initial Complaint

  Date:07/29/2024

  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.

  Dear BBBs Team,I hope this message finds you well.I am writing to clarify an issue regarding my hotel booking made in July, which included offers from the **************** app. I have attached the relevant details for your reference.I had initially booked a stay from October 11th to October 13th with the confirmation number **********. A few days after the booking, I received statement credits of 180 and 90 units respectively as offers. Due to personal reasons, I had to cancel this reservation and submitted the cancellation request on July 13th.I understand the reversal of the offers due to the cancellation. However, what I need clarification on is why I have been charged double the amount of the offers. Would like to get 270 billing adjustments Thank you for your assistance.Best regards,*****************

  Business Response

  Date: 07/29/2024

  Dear *****************, 

  Thank you for you for reaching out to Resorts World Las Vegas. We are responding to your inquiry that was opened by the Better Business Bureau. Regarding the confirmation that you have provided I do show that a reservation was created via Hilton on July 4th of a two-night reservation arriving on 10/11 and checking out on 10/13. When booking are rooms do require a one-night deposit which is applied to your reservation and the remaining balance is collected. With your reservation an amount of $996.16 was charged to the **************** that was provided. On July 13th we received notification that this reservation was cancelled and your deposit of $996.16 was refunded on July 14th. Regarding the remaining amounts I do not see on your records with the information that was provided, however I do see two other reservations that were created and cancelled as well in addition the deposits were fully refunded. I do hope this information does assist with the questions you had above and should you have any additional questions please do not hesitate to reach out to us at ******************************************* 

   

  Sincerely, 

  ******* Archuleta 

  Manager, Guest Relations 

   

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: 3-11-2024 I stayed in *************************************** from 3/9/2024-3/11/2024 for 2 nights. We had an issue with the condition of the accommodations. First, the shower door in my room was broken, which not only inconvenienced me but also posed a potential safety hazard. Second, the delayed provision of a crib for my infant. Additionally, despite reporting the issue promptly, no action was taken by the hotel staff to repair the shower door during my stay, forcing me to address the problem myself.As a guest, I believe it is reasonable to expect that the facilities provided by a hotel are in proper working order and meet basic safety standards. However, the hotel's failure to address this issue in a timely manner not only inconvenienced me but also raised concerns about their commitment to guest satisfaction and safety.So on the day of the check out which is 3/11/2024 I talked to the staff and told them what happened so he went to ask his manager and his manager come said he can waive one night of valet parking+ one night resort fee from my bill. I have decided to accept the hotel's offer of partial compensation in the amount of $86.02 and I got the final invoice then I left the hotel.Although I believe that this amount does not fully account for the inconvenience and disruption experienced, I acknowledge the efforts made by the hotel to address the matter and am willing to accept the offered compensation as a resolution to the dispute. However later my credit card still showing I been charged for $172.04. I tried to call the hotel and they said they can not do anything about it, I also tried to call my bank and they temporary put credit of $86.02 to my account but then later they charge it again.I called bank total 4 times, I called the hotel 3 times. I have the original copy of the invoice that shows amount of $86.02 and they denied to solve this problem. I have attached the invoice the hotel gave me on 3/11/2024.

  Business Response

  Date: 05/01/2024

  Dear ***************************, 

  Thank you for allowing us to host you during your recent visit to Las Vegas. 

  I am pleased to have the opportunity to review your experience so it may be utilized as a training opportunity for the future. It is an instrumental piece of my job that our guest feedback is collected, tracked and shared with the respective leaders to ensure that our guest experience is second to none. 

  In my review ******************, it is regrettable to see the service shortfalls you recall but fortunate that each instance has corresponding data to track. I have already begun to take steps partnering with the leadership in Housekeeping and Facilities to ensure we are bettering our processes. 

  As you were promised, I have removed 1-night Resort Fee and 1 valet charge, refunding a total of $86.02 to your original method of payment. This can take about 7-10 business days to reflect on your account. If you have any questions ****************** I can be contacted at ************ directly or my team can be reached at ************. 

  Thank you very much again for your feedback and we sincerely hope to have a future opportunity to welcome you in the future. 

   

  Sincerely, 

  *******************************
  Manager, Guest Relations 
  Resorts World Las Vegas
  

  Customer Answer

  Date: 05/02/2024

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

• Initial Complaint

  Date:02/06/2024

  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.

  Diamond Member I originally booked room in October. No points were used on that reservation.** January changed room with partial split points room.When I arrived to Hotel I had digital key ready and room selected. However after reading ******* website asked the front desk for a down graded room as ****** offers Diamond Members free upgrades.After stay I was charged full nightly price for room and had my Hilton Honors points removed from account. I had multiple suspicious charges on bill and was not able to view receipt on app. I would like downgraded room charged to card and points given back to me. I have spent over three days on the phone tryin to resolve this issue.

  Business Response

  Date: 02/06/2024

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

  Thank you for escalating this matter to our attention. Please accept our apologies for this major billing discrepancy. We are still unclear as to where the error came to play, but that is for us to worry about, not you.

  I want to start this by assuring you that I have initiated a FULL refund of your ******* points taken out of your account by ******. The reservation that you stayed in was made in October 2023 and the rates booked were what you paid. The points deducted from your Hilton Honors account never generated a new reservation. As such, they have been awarded back to your account in full. Please know that it may take 3-5 business days before you see this reflect in your account.

  Additionally, I wanted to compensate you for the inconvenience experienced and time spent on this matter. I have removed the three nights resort fees associated with your stay. A refund of $153.06 has been issued to your card on file. Please allow 7-10 business days for this to reflect accurately in your account.

  We vale your patronage and hope that this experience doesn't deter you from staying with us in the future.

  Sincerely,

  Customer Answer

  Date: 02/17/2024

  Hello Resorts World 
  I have received nothing that was promised in your response. I have not received points back or the money promised. Can someone explain when this will happen.

  Thanks

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21252383
  
  I am rejecting this response because: nothing the business said it would do was initiated. I still did  it receive points or money offered. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/22/2024

  I have spoken to Hilton multiple times and have still yet to receive my points back. Will someone reach out.

  Thanks 

  Business Response

  Date: 02/26/2024

  Dear ******************, 

  Please accept my sincere apologies for this continuing to be on your plate. There is no excuse and I assure you my team is working to exhaust every avenue to reimburse your points. Because of our partnership with ******, I do have to rely on the Hilton team for assistance and this can cause a delay. I completely understand your frustration and apologize for your experience has been extended in this way. 

  As a valued Hilton Honors Member, and *********************** traveler I know the determinant these missing points can have on your travel. Rest assured I will be happy to follow up until this is resolved. 

  Thank you for your understanding, ******************. I apologize again. 

   

  Sincerely, 

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

  Guest Relations, Manager

  Resorts World Las Vegas

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21252383
  
  I am rejecting this response because: I have not received one phone call and have  to received any points back. How long is acceptable to wait. Can someone from Hilton reach out my number is **************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/10/2024

  Dear ******************, 

  I appreciate you taking my call the other day. I have had no success with the Hilton team to address the outstanding point reimbursement but I do have a call scheduled for Wednesday. I intend to see this resolved shortly, I wholly understand that this has caused you inconvenience. 

  After my call I will be sure to give you an update.

  I apologize for the delay you've experienced. 

   

  Sincerely, 

  *****************************
  Guest Relations Manager

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21252383
  
  I am rejecting this response because: still waiting for the points to come back to me 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/16/2024

  This business has done absolutely nothing and is stringing me along. This is concerning and has created a ton of issues for me. They told me this would be corrected and it still has yet to be fixed 

  Business Response

  Date: 03/20/2024

  Dear ******************, 

  We understand that this experience has been delayed, and I personally apologize that I have not been available to personally follow up with you. I assure you, I am working with ****** and their teams are giving me more resources to resolve this concern. 

  As we've discussed, this is a case that needs to be handled through the team at Hilton and my team and I are using each tool they've provided in attempts to finalize this resolution. These delays are due to the back-and-forth we are having with Hilton and our limitations with ******** systems as a partner with ******. Each step of the way I promise I have emphasized the delay you are experiencing and your continued travel which brings you to competing brands. 

  I, again, apologize for this delay and assure you I will update you as soon as I have a resolution. 

  Thank you for your understanding. 

   

  Sincerely, 

  *******************************
  Manager, Guest Relations
  Resorts World Las Vegas

  Customer Answer

  Date: 03/28/2024

  Hello BBB
  Why is this compliant closed?? I have spoken with other consumers about this business. I was promised a full refund of my points from this establishment and have yet to receive them. The agreed upon resolution never came to fruition so why would the BBB close the case. Wouldnt anyone be dissatisfied with a resolution if it was never handled. Isnt it the BBB job to report the facts on each case. The facts are I was double billed and points were removed from my account. This is a Hilton property but a partner property. ****** corporate is refusing to refund anything while the hotel admitted fault. I have been eating 4 months for resolution. I have spent countless hours and nothing has been fixed. Shouldnt the business provide attempts to resolve the issue??? 

  Business Response

  Date: 04/13/2024

  To whom it may concern, this complaint from ****************** has been since resolved and his Hilton Honors points have been awarded.