Complaints

This profile includes complaints for Bally’s Lake Tahoe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bally’s Lake Tahoe has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bally’s Lake Tahoe

  55 Highway 50 Stateline, NV 89449-9818

• 

  Bally’s Lake Tahoe

  PO Box 5800 Stateline, NV 89449-5800

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:09/07/2023

  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.

  We booked a premiere King with lake view for 3 nights and paid $928. 52.
  The room advertised on the website was almost close to the room we got. We did not get floor to ceiling windows like shown on the website. We had no A/C the 1st night, when Air conditioning is advertised as an amenity. We called it in, they fixed it, but then it stopped working again within 6 hours. In the afternoon of the 2nd day, we had no A/C again and then the A/C unit started leaking and destroyed the ceiling. We had to ask to be moved. They blamed it on condensation and didn't want to move us. After asking to be moved, they moved us to a different room type, a 2 bedded Queen room with lake view, with no compensation even though we paid for a premier king or even for the inconvenience of having to move to another room on day 2. Upon check out, the hotel charged us for Valet parking and self parking for all 3 nights. The hotel charged us the total cost of the room each night, because Trip.com did not send the payment to the hotel. The hotel said we charged your card because we didn't have the 3rd party payment card on file for your reservation. Never once did any hotel staff apologize for the problems and they refused to upgrade us or provide any compensation for the problems. No service recovery at all. They did finally reverse the charges for the parking, the resort fees and the room charges on our card. Finally the Director offered 1 comp night at the hotel. We declined, due to the fact we had problems from the time we checked in until after we checked out.

  Business Response

  Date: 12/11/2023

  Mr. ***** *** ******,

   

  Thank you, for taking the time to share with us your experience.  We apologize for you recent issues during your stay here at Bally’s Lake Tahoe. We pride ourselves in supplying a great experience but in some instances, we fall short of that goal. I see that you did in fact speak to our hotel Director, but at the time offering was not accepted. I am going to get in touch with both our general manager and hotel director, in hopes that we can come to a resolution that is best for you!

   

  Again, I am so sorry to hear about your experience and more so that your hesitant to return. Someone will be in contact soon, but in the meantime if you need anything or have any questions please feel free to reach out to me. My office hours are usually between 8am-3pm Monday thru Friday.

   

  Respectfully,

   

  Jamie N***** on behald of Bally’s Lake Tahoe Management
  Executive Assistant | Bally’s Lake Tahoe
  ** *** **** | Stateline, NV 89449
  W: ****************************
  t: ###-###-#### |
  ***************************
  

• Initial Complaint

  Date:09/06/2023

  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.

  Summary: False advertising on facilities, services and poor staff responsiveness
  
  I was a guest at the Ballys Lake Tahoe and I am unable to sleep at 3:27 for an issue I have raised with reception twice but gotten no help.
  
  I called yesterday morning asking for housekeeping and more pillows. The woman asked me how many. I said 2. She said she would contact housekeeping. After a long and active day, we returned around 3 p.m. to an uncleared room and no pillows. I called reception again and made the same request to which the man on the line said he would contact housekeeping. He never circled back to me and I got neither pillows nor a room cleaning. I am now awake because my neck is cramped from sleeping on these tiny, thin pillows when I asked for more to layer them up. Additionally, there were numerous misrepresentations about the hotel that were not communicated prior to booking.
  
  I booked this hotel for the convenience of the salon with the intention of booking massages and mani-pedis. When I went to the spa, I was informed there was no such service and wouldn’t be until they could hire people to do it. Only facials were available. This was completely disappointing and defeated the purpose of my choosing Ballys to begin with. I will be making this complaint again at checkout with the front desk, but I can only imagine their response will be similar to my request for housekeeping services and more pillows.
  
  I called reception AGAIN asking for pillows and they said they would send some up but 20 minutes later NOTHING. I tried calling back and they didn’t pick up. They called me back and said there were pillows outside my door. It is FOUR IN THE MORNING. I open my door. THERE ARE NO PILLOWS. No apology or anything from the deception staff.
  I am incredibly uncomfortable and unhappy.
  
  ***UPDATE: Finally, I got the pillows. I have pictures and videos of stains on the bedding, scuff marks on the furniture, rude staff

  Business Response

  Date: 12/11/2023

  Ms. ***** ********,

   

  I first want to thank you for taking the time to share with us your experience – without reporting’s like this, we may otherwise not know. I want to apologize on behalf of our management team, with the deepest sincerity, for your recent experiences here at Bally’s Lake Tahoe. We pride ourselves in supplying a great experience but in some instances, we fall short of that goal. Our management team is now aware of your issues and someone will be in contact with you as soon as possible.

   

  In the meantime – please feel free to give me a call if you have any questions. I am usually in the office between 8am-3pm Monday thru Friday.

   

  Respectfully,

   

  Jamie N***** on behalf of Bally’s Lake Tahoe Management
  Executive Assistant | Bally’s Lake Tahoe
  ** *** **** | Stateline, NV 89449
  W: ****************************
  t: ###-###-####
  ***************************
  

• Initial Complaint

  Date:08/11/2022

  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 stayed at Bally's Lake Tahoe from 7/28-7/31 (3 nights) in room *** and the total of my stay was $1,111.68. I understand that includes multiple fees and taxes, but if you boil it down, I paid nearly $400 per night to stay in the hotel. These are just guesses as despite my multiple requests, I have not received a receipt and so only have my credit card statement to go off. My experience was completely unsatisfactory and did not reflect the 4-5* hotel price I paid. I was part of a room block that was supposed to be on the 15th floor, booked months ago, but was assigned a different, inferior floor as no rooms had been cleaned on our block's floor. I received a room that was barely the level of the 2* motel, smelling of cigarettes, that was not serviced for the entire duration of my stay. I understand Bally's may face staffing issues, but this is not my problem and your decline in service should be reflected in a reduced rate for the hotel. I shouldn't be paying for a full service hotel if that is not, currently, what they are operating. To resolve the problem, I requested a 50% refund, or $550, be returned to my method of payment. This represents a more than adequate rate for the level of service and quality of rooms the hotel currently proposes in reality (despite the claims it may make to the contrary in its advertising). I contacted the hotel ten days ago with this complaint and have received no response.

  Business Response

  Date: 12/11/2023

  Mr. ****** *********,

  First and foremost, thank you for taking the time to share with us your experience, we truly appreciate your feedback.  On behalf of our management team – I want to sincerely apologize for the inconveniences you faced while staying with us. We pride ourselves in supplying a great experience but in some instances, we can fall short of that goal. While room placement is no guarantee, a solution to your concern should have been provided. I have provided your contact information to our management team, and someone will be reaching out to further discuss your issue and hopefully as a team we can come to a resolution.

   

  Respectfully,

   

  Jamie N***** on behalf of Bally’s Lake Tahoe Management
  Executive Assistant | Bally’s Lake Tahoe
  ***************************