Complaints

This profile includes complaints for Landry's, Inc.(Corporate)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Landry's, Inc.(Corporate) has 100 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

• 

  Landry's, Inc.(Corporate)

  1510 West Loop S Houston, TX 77027-9505

  
• 

  Landry's Seafood House

  5001 Jefferson St NE Albuquerque, NM 87109

• 

  Landry's, Inc.(Corporate)

  22215 Katy Fwy Katy, TX 77450-1741

  
• 

  Landry's, Inc.(Corporate)

  1502 Seawall Blvd Galveston, TX 77550-8153

  
• 

  Landry's, Inc.(Corporate)

  8816 Westheimer Rd Houston, TX 77063

  

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:05/23/2024

  Type:Sales and Advertising 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.

  My family and I ate at ************************* located in ******, ** on Sunday, 5/19/24.A bill of $886.73 was presented to me which I paid and included a $30.00 gratuity. (Photo attached)As we left the restaurant and were standing outside waiting for our vehicle to arrive, the waiter walked outside accompanied by a gentleman in a suit (that I interpreted as an intimidating tactic) and approached me with the bill in hand, claiming that the gratuity is not included in the bill and that the minimum gratuity at the restaurant is 20% of the bill amount. As I did not want to cause conflict in front of the restaurant, I had him re-calculate the gratuity amount to reflect 20% ($177.35) and wrote that on the merchant copy of the receipt that had originally only had $30.00 written on it as gratuity.Please note the verbiage on the provided receipt that states A suggested gratuity of 20% is customary. The amount of gratuity is always discretionary. I would like to ask ************************* whether its customary for a waiter to follow a customer outside to change a gratuity amount that they do not like?Furthermore, I would like to remind ************************* in ******, ** that gratuity (unless included in the bill) and the amount of the gratuity are discretionary. A customer has a choice whether to leave gratuity and the customer has a choice as to the amount of the gratuity.This waiter and possibly ************************* in ******, CA acted in an unprofessional manner and although I am not seeking any financial compensation, I would like this incident to be addressed.

  Business Response

  Date: 05/30/2024

  Thank you for forwarding this complaint to our attention.  ******* Regional Vice President was able to speak with the guest on May 29th. We believe the guests concerns have been addressed, and no further action is required.  Thank you
  

• Initial Complaint

  Date:05/17/2024

  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.

  History of this complaint: I received a Landrys gift card in 2016. I used some of the balance at one restaurant on May 7, 2016. After that I put the eGift card and the receipt together into an envelope and put it back into my dresser drawer with other gift cards. I knew it didnt have any expiration and I wasnt in any particular rush to use the card. A few years later the pandemic happened and we didnt eat inside restaurants for a long time. In early January 2024, my wife saw the envelope and we agreed that we should make plans to use it. Before using it I wanted to check the balance, and when I called Landrys I was told the balance had been used at a restaurant in ***** during 2023. Ive never been to ***** and certainly didnt use my card there, and I also didn't give the card info to anyone else. I was told that Landrys policy is that we should have complained about the card being used by someone else within 90 days, but we had no idea anyone had used the eGift card so we couldnt have known we should notify them.The Landrys representative asked me to fax them the above history, as well as a copy of the receipt from 2016 and a copy of my drivers license. They said it might take them up to 10 weeks to resolve the issue and reset my balance. I faxed them the requested information on 1/17/24. I waited but heard nothing from Landrys. Beginning on 4/19/24 I began to call Landrys to follow up. After several messages I finally got a call back and spoke to ******. He said he saw my request and said he would send it to loss prevention. He said they would call me back soon.Since then I have called and left voicemail messages on 5/3/24, 5/7/24 and 5/15/24. I have received no calls ******* request is to get the $104.47 credit restored to my gift card or to have a new gift card in that amount issued. Considering all the hassle, I really think they should give me more but I won't push too hard on that point.

  Business Response

  Date: 05/21/2024

  Thank you for forwarding Mr. ********* complaint to our attention.  We are sorry to hear that he had difficulties using his Gift Card, and appreciate Mr. ********* desire to dine at our restaurant.  A new electronic Gift Card will be issued in the amount of $104.47. If Mr. ******** has any other questions or concerns, he may contact our ************************************* at ************, or email our *************************** at *************************.  Thank you 

  Customer Answer

  Date: 05/23/2024

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

• Initial Complaint

  Date:05/08/2024

  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.

  On April 10, 2024, I checked into the hotel for a stay through April 12, 2024 to participate in a wedding. I was the sole guest in this room with double beds. On April 11, 2024, while sitting on the bed and speaking on the phone, I encountered at least one "bedbug" crawling in the bed. I immediately killed it and its red blood was shed.I immediately called down to the front desk and reported it. They sent someone up to investigate the complaint. He said, "We can move you to another room and refund your money." I took a moment to observe the linen and it appeared as though there were a couple other "red-brownish" ****ings which I was not certain about, but the hotel 1st responder informed me, "They could also be ****ings of "bed bugs." I informed her that i wasn't sure whether I had been bitten and she informed me, "The bite **** don't necessarily show up immediately," She then filed the report and I asked for a copy. She then had me to go downstairs with her and I spoke with some gentleman and reiterated my complaint. I returned to my room and another person from Security was sent up to the room. I was moved to another room and was told to call ******* in **************** I have initiated 4 calls to him and each response was that some other entity would be in touch with me for further inquiries. The hotel has yet to reach out to me and make any acceptable gesture for this "frightening experience" which has left me somewhat emotionally paranoid even in my home and around others not knowing whether there were other "bed bugs" that may have traveled back in my luggage and therefore create a "laying of eggs" which could create a massive problem that no one chooses to deal with. It is an unbearable conversation that I have has to have with my own housemates as well as people whose company I have been in because it is my way of alerting them that I know little about the transmission of bed bugs, but I wouldn't want anyone to incur such a problem. Please help

  Business Response

  Date: 05/08/2024

  Please advise what hotel name and location this is regarding.  Thank you

  Customer Answer

  Date: 05/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Good evening:
  As sought per e-mail and spoken conversation today 5-10-24
  
  The hotel in question is:
  
  GOLDEN NUGGETS-*********
  ************************************************************************
  ************
  
  Any other ways I can be of assistance, please advise. 
  
  Sent from my iPhone
  As Always, In appreciation and gratitude Mr. **** ********
  

  
  

  
  

  Customer Answer

  Date: 05/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Good evening:
  As sought per e-mail and spoken conversation today 5-10-24
  
  The hotel in question is:
  
  GOLDEN NUGGETS-*********
  ************************************************************************
  ************
  
  Any other ways I can be of assistance, please advise. 
  
  Sent from my iPhone
  As Always, In appreciation and gratitude Mr. **** ********
  

  
  

  
  

  Business Response

  Date: 06/06/2024

  Thank you for allowing Golden Nugget ********* to address Mr. ********* ******** concerns.

  Mr. ******** stayed at the ************* April 10th through April 12th, 2024. On April 11th,he reported the presence of a pest in his room. Mr. ******** was moved to another room to complete his stay.

  Following Mr. ******** departure, a third-party inspector examined the original room and found no indication of pests.

  Mr. ******** was advised of the findings and was offered, and accepted,a gesture of good will for his inconvenience.

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards, I believe the monetary amount for my stay was not correct, and in addition to that because I have emotional concerns that affect my ability to sleep and high level of anxiety I just dont think that that was taken into consideration and the fact that they wanted to offer a 2 nightb at a hotell(never stated) ii"based on availability"

   

  It did not seem to suggest that I was being compensated for the fact that the scar from the bite on my left arm remains and I dont know if the scar  is permanent in nature , and the fact that coming home I have discovered "two  nasty crawling bed bugs" in my towels in my luggage,

   

   l have  anxiety that the eggs that they lay might  suggest that those discovered were not the only two.

   I wrote them and asked  to communicate with us in  writing, and we have yet to hear from them and their response.

  I did not agree to accept their offer.

   

  I asked them to send it for review no one would ever acceptb a verbal offer without having an opportunity to review all the intricate details  included in a response.

  Upon  that we determined that it was not appropriate and did not appear tthat serious consideration was given to my best interest.

   

  It behoovesv me to understand  under even the most  trying circumstances fior a room inspection to take  two months 

  
  
   

  
  

  Business Response

  Date: 06/25/2024

  On Mr. ********* report of the situation, Golden Nugget paid a vendor specializing in pests to conduct an in-depth inspection of the room. On completion of the inspection, it was determined that there were no pests. Golden Nugget made an offer of good will due to the inconvenience of having gone through the experience, which was accepted. A release was prepared and sent after which Mr. ******** indicated that he wanted more and also that he wanted all future interaction to be in writing. Mr. ******** has the offer document and may feel free to accept the offer in the next 30 days. Golden Nugget feels that all appropriate steps were taken and that a generous offer of good will was made for Mr. ********* inconvenience. No further offer will be made, nor are any further written communications necessary.

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  The business takes no consideration into the fact my emotional and pain and mental anguish as it relates to this horrific experience

  as of today, there are still residual scars from the bikes, and I am not certain that they have or will ever go away, so that is a sad reminder of that experience that I should not have to endure because of the sanitary conditions at the hotel

  and the fact that I spent many nights and feeling that more bedbugs would be brought from the hotel. Their offer about a state was totally unacceptable. The terms are very vague and I just dont think for them to have taken more than a month to respond that theyve made a very, very sincere effort so therefore I reject their offer. 
  
   

  
  

• Initial Complaint

  Date:04/19/2024

  Type:Customer Service 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 received an e-mail a few days before Christmas 2023 that I could purchase the Family Prime Rib Feast at the Chart House in ********* Fl for four people at a total cost of $164,78.We were expecting people from out of town for dinner. It was supposed to come with Napkins, Plates and utensils but it never did. The big surprise happened when we got home and opened the box that. Contained the Christmas feast only to find out the Prime RIB was a ball of fat.Whoever was in charge of checking the take out feast should have been fired. I called the restaurant and spoke with the manager on duty her name was *****.I told her about the problem and was told Christmas Day it would be taken care off in what way she did not say. The order#**XRWU for the amount of $164.78 should not have been charged.I have called the restaurant many times ************* op#1 and the mgr. ***** still works there but refuses to answer my call. What Ive have learned from this purchase on take out food always ask to check the box or bag to make sure you get what you paid for.This has change our plans for returning to this restaurant. They took advantage of my family and ruined our holiday!

  Business Response

  Date: 05/06/2024

  Thank you for forwarding this complaint to our attention.  We are sorry to learn of Mr. ********* experience over Christmas.  We have requested that Mr. ******* be refunded through the catering company, EZ Cater.  We hope that this resolves Mr. ********* concerns to his satisfaction.  ************** has any other concerns, he may contact our Corporate Customer Relations directly at ***************** or call us at ***************. Thank you  

• Initial Complaint

  Date:04/16/2024

  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 have loved Morton's, part of the Landry family of restaurants, for many years, and it's turned into somewhat of a tradition for us in terms of celebrations. We went to Morton's in Cincinnati on 4/12/2024 for a birthday. Typically, the service is great and so is the food. This visit unfortunately left a bad taste in our mouths. They were out of many items on the menu. Our favorite part, the hot chocolate cake, was overcooked and basically inedible. The highlight of the evening came when my sister realized that the lovely valet attendants decided to park her car in front of a fire hydrant, which resulted in a $250 ticket. If it's not paid within 21 days, it goes up to $500. Of course, Morton's was zero help in resolving this issue and just referred us to the valet company. Yes, I realize it's their employees who did this, but these people are representing your business, and your patrons are placing their trust in them while spending hundreds of dollars on dinner at your establishment. You'd think with the local competition you'd be on top of your game. We won't be back.

  Business Response

  Date: 04/25/2024

  Thank you for forwarding Ms. ************ complaint to our attention.  We are sorry to hear of Ms. ************ experience at the restaurant.  It is our understanding that the Valet Company paid the ticket and resolved the issue within 5 days.  Divine Parking informed us that the customer was satisfied with their resolution.  If Ms. Cartheuser has any other comments, she may contact us directly at [email protected] or call our Customer Relations number at 800-552-6379 (Option 9).  Thank you

  Customer Answer

  Date: 04/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:04/12/2024

  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 purchased a membership card at *************** in ******* It is a Landrys Select Membership card. They charged me $25 and told me they'd ship my card. It's been a month and they never sent it. I called them and they said they don't know what to do that I should contact corporate. I called and no one is answering the phone and the online site comes up with an error every time I try to send them my issue. If they aren't going to ship me a card I want my money back.

  Business Response

  Date: 04/15/2024

  Thank you for forwarding Ms. ******* complaint to our attention.  We are very sorry to hear that Ms. ***** is having difficulties with her Membership.  The ******** *********** does show the account as registered.  They will send a card out today via Federal Express overnight.  ************ has any additional concerns, she may contact our ***************************** at ****************** or call ************ (Option 9) during business hours.  We appreciate Ms. ***** for being a valued LSC member, and we look forward to seeing her at our locations.  

  Thank you 

• Initial Complaint

  Date:04/02/2024

  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.

  On March 29, 2024 I tried reserving a room at ***************************************** for my 28th year wedding anniversary. However when I tried to reserve the room, there was a computer glitch on the ************************ web page and the page kept loading, never taking me to a confirmation page. Having thought that my first attempted reservation request failed to complete, I proceeded to attempt to make another reservation. With the first reservation, there was a computer glitch (I never received confirmation page), which is the reason why I made the 2nd reservation. It was only after reviewing my credit card online account that I became aware of the double booking. I am keeping 1 of my reservations. Had it not been for the computer glitch, I would not have made the 2nd reservation. Due to the fact that the computer glitch was through no fault of my own and I also am keeping my 2nd reservation, I don't think that I should pay any fees for canceling the inadvertent 1st reservation. The reservation that I would like to cancel is: R4835442717, Booking Reference # *********** The reservation that I would like to keep is: R4835480790, Booking Reference # ***********

  Business Response

  Date: 04/03/2024

  Thank you for forwarding Mr. ******** complaint to our attention.  We are glad to know that Mr. ****** visited our location for his 28th year wedding anniversary.  The Golden Nugget has left Mr. ****** a message to discuss his concerns. At the same time, we have reached out to Priceline requesting they refund one of the reservations.   If there are any other issues, Mr. ****** may contact us directly at *************************.  

  Thank you

• Initial Complaint

  Date:03/01/2024

  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.

  My Palmdale Ca Claim Jumper recently closed one day unexpectedly. I have some unused gift certificates that I want to get a refund for.
  
  I have spent two days trying to get in touch with someone to make this request. I called the Palmdale restaurant, was told to call number on back of card, have called that number as well as many others, holding on for hour or so, gettting transferred with no resolution. Finally got info for email to Landry who owned Claim Jumper and was told that they are now owned by *** ***** ********** ******  Found one website and left necessary info, and also phone number, but not sure which or if any of these are the correct number. I have no other resources to pursue. Can you please help me resolve this.

  Business Response

  Date: 03/08/2024

  For a closed location, we offer refunds upon verification of the gift card balance.  Ms. ******** may email [email protected] to request the Gift Card Refund Form.  Thank you

   

  Customer Answer

  Date: 03/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
  RE ********* Sorry did not get back to you with the resolution, received a refund. I have been sick and have not be able to respond sooner. Thank you. 
  
  
  
   
  

• Initial Complaint

  Date:02/29/2024

  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.

  To say we were displeased with our visit today is an understatement. When seated the manager came to us to get our drinks after awhile since the server was busy. As she was there we explained my husband's severe diary allergy. We reviewed options with her. While ordering for my husband a burger, I made sure again with the band was dairy-free. I also told him instead of telling him what we didn't want we could tell him just the items we wanted on the burger. My husband looked at him and also said please mark that it's dairy-free. He was attentive and agreed. Once our food came after waiting quite a bit, my husband was 1/4 into his Burger when I noticed cheese dripping out. Not only does my husband have a diary allergy that will cause issues, but he cannot have meat and dairy due to his religion. He hasn't in 45 years. He almost threw up at the table. When we called the server over to tell him he started to make an excuse and act like it was our fault. He casually took it and told him a new one would be made. We asked to speak to the manager, she also was very ***** about it. She said she would check and see if the new one was ready. In the meantime the rest of finished out entire meal. My husband was nauseous and very upset and my daughter was crying because she was upset that he was upset and almost was sick at the table. Nothing was even offered like to cover our bill, to take his meal off, a sincere apology... I am appalled and I would like to know how I should proceed.I emailed corporate. I made a review. No one ever even commented or contacted me. I'm irrate.

  Business Response

  Date: 03/13/2024

  Thank you for forwarding the complaint to our attention.  We are sorry to hear of these concerns.  We have carefully reviewed the details with the location to ensure proper allergy protocols are followed.  We have left voicemail messages with the customer on March 7, March 12, and sent an email to the customer on March 12.  To date, we have not heard back.  To further speak with us regarding this matter,Mrs. **********-Lagami is welcome to call our **************** at ************ (Option 9) or email us at **************************************************************************************. Thank you

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The business called and left me a message when I was unavailable at work and I have tried to call the number back numerous times and it's saying it's disconnected I also emailed them back..
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/01/2024

  On March 28th, our **************** spoke with Ms. ***************** who accepted an offer of an $80.00 electronic complimentary card.  We believe this matter has been resolved to the customer's satisfaction.  Thank you 

   

• Initial Complaint

  Date:02/05/2024

  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.

  I had a reservation booked for one additional night through Expedia to be added to a reservation from work that was direct billed to my company. I was told in order to stay in the same room as my original reservation I would need to pay a $40 upgrade charge plus $39.50 resort charge. My credit card was charged three times not including what I paid Expedia. I was charged $33.90 for early check in on my first (work) reservation which I acknowledge is correct. I was charged $89.84 for my second reservation for above charges. I was overcharged another $89.88 with no receipt or explanation. I have called them 12 times, been hung up on, left on hold, left voicemails, asked for supervisor and promised calls back with no response or return calls. This isnt how any company should treat a customer. I understand mistakes happen but it shouldnt take 5 days and hours of my time trying to get a response from anyone in your company. I expect the third charge (over charge) be refunded immediately.

  Business Response

  Date: 02/20/2024

  Thank you for allowing Golden Nugget ********* to address Ms. ******* concerns.

  The issue resulted from an idiosyncrasy of third-party billing and has been resolved to Ms. ******* satisfaction.

  Thank you.

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I have not received the refund promised on my personal discover card that was charged incorrectly. im not sure if they accidentally credited my corporation but thats not how I was charged initially and the refund needs to go to the card that was charged erroneously which is my personal discover card.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 02/29/2024

  Thank you for forwarding the additional complaint from **** ************ Our Risk Manager ******* ***** spoke with ******** after receipt of the first BBB complaint. Mr. ***** agreed to credit ******************* Card (ending in 0241)for the $89.88 overcharge.  In addition,he credited $33.90 that was charged for her early check in, as a gesture of good will.  The card that was credited was the same Discover Card that she presented at check in and the card that contained the overcharge.  The refund was issued by Golden Nugget on 2/20/24.  It usually takes a few business days for the customers bank to approve the credit and to show up on the customers account.  ******** submitted her second BBB complaint on 2/22/24.  Therefore, we believe she probably received her credits from her bank by now. Therefore, we believe this matter is settled.  We apologize for any inconvenience caused to Ms. ************ If she has any questions, she may contact ******* ***** at ************, or contact our corporate office at ******************************** Thank you   

  Customer Answer

  Date: 03/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.