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Business Profile

Hotels

The Landing Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/14/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 the beginning of the groundbreaking, *** ****** a black man who was forced to sell 75% of his interest in Rivers’ Casino to the Holdings Acquisition Co in 2008, would be rolling around in his grave if he knew how belligerently rude and unprofessional the supervisor and manager were by arguing with a customer.

    The issue is quite alarmingly. The supervisor and the manager at the front desk both were out of place. I explained that the representative who arranged my stay, didn’t inform me that on top of my fee for the room, I’d have to put $100.00 per night.

    The manager told the supervisor that she would listen to the tape/phone recording. She did, and there was know mention by the lady who confirmed my room with confirmation number: ********* of saying anything regarding $100.00 per night.

    Long story short, the manager listened to the tape, but did not hear anything close to $100 per night.

    Customer Answer

    Date: 06/17/2024

    This complaint is an addendum to an earlier complaint posted Friday June 14, 2024 while I was at the site/hotel. 1) The supervisor was ill equipped/untrained to deal with the situation at hand. Afterwards, the manager marched out of her room towards me asking “is that him?” Trying to prove her point, it turned into a severe shouting match in front of other guests. Basically, although the tape she listened to of me and the hotel representative who confirmed my dates didn’t did not mention a per night $100.00 security fee, still, the argument between the hotel manager and me pursued. In sum, based on my initial conversation with the hotel reservations clerk who said there is a $100.00 security fee added for my stay. When I arrived for check in, the rude desk supervisor said I owed $200.00 when the reservation clerk one billed me for $100.00. On top of that fiasco, I brought 3 guests with me who witnessed it all. The embarrassment sunk in with all of us. Not a good desl

    Business Response

    Date: 06/27/2024

    The Landing Hotel terms and conditions review billing and currency which highlights the incidental hold.  The guest authorizes The Landing Hotel Pittsburgh to place a hold against the credit or debit card to guarantee all charges, this will include an incidental hold of $100 per night. If unused the held funds will be released back to your bank/credit card institution upon check out.  Incidental holds are an industry standard. The guest was only charged for room and tax and all other funds were released at check out which was reflected on the guest folio. A copy of the folio can be made available upon request.

    Customer Answer

    Date: 07/10/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    On top of my complaint, The Landing Hotel Pittsburgh has yet to reach out to me with a resolve. I am livid. My email and cell phone number is listed for correspondence purposes. But to no avail, management has not reached out to me. Is this the future of your organization? Again, Father’s Day at the landing Hotel Pittsburgh was a mind blowing experience. The desk receptionist who I first encountered was horrible in ever sense of the word. As though she was having a bad day, or she thought my card wasn’t good. If *** ** ****** could see you now.



    Regards,



    Gregory Williams

    Business Response

    Date: 07/17/2024

    The Landing Hotel terms and conditions describe the required incidental hold.  The guest authorizes The Landing Hotel Pittsburgh to place a hold against the credit or debit card to guarantee all charges, this will include an incidental hold of $100 per night. If unused, the held funds will be released back to your bank/credit card institution upon check out.  Incidental holds are a hotel industry standard. The guest was only charged for room and tax and all other funds were released at check out, which was reflected on the guest folio. Management spoke to the guest directly about this on multiple occasions. It was confirmed that the incidental hold was released, the guest requested no further follow up from the property. The complaint was closed as resolved.

  • Initial Complaint

    Date:02/22/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We stayed at the Landing Hotel 2/16-2/18 for a wedding at the Casino next door. We made our reservation on line on 6/25/23 for the room block for the wedding and have a confirmation number and a room block rate of $169/night. When we checked out, our receipt showed that they charged us $209/night. I called and spoke with the manager and they said they changed to room rate in the fall. I don't think they should have changed the room rate on customers that already booked their rooms and have a confirmation e mail for the $169.00 a night room rate, for a total of $385.32 including tax. Confirmation Number: *********. I would like them to reimburse me the difference of $91.20. It is not fair for them to change the rate!

    Business Response

    Date: 03/04/2024

    The Landing Hotel had established a courtesy room block for a wedding for a set number of rooms.  The wedding party requested a large room count change which resulted in cancelling the original courtesy room block and establishing a new contract for the entire block of rooms at a higher rate.  As a guest service recovery, we have refunded the difference to the guest as requested.  The refund of $91.20 was issued directly to the guest's credit card on 02-29-2024.  Thank you.

    Customer Answer

    Date: 03/05/2024

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



    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. 



    Regards,



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

The Landing Hotel is NOT a BBB Accredited Business.

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