Complaints

This profile includes complaints for Tropicana Casino & Hotel's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tropicana Casino & Hotel

  2831 Boardwalk Atlantic City, NJ 08401-6338

• 

  Tropicana Casino & Hotel

  3400 Brighton & Boardwalk Atlantic City, NJ 08401

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:03/10/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room at the tropicana directly throught the ceasars rewards app and paid $123 up front with the balance due at check in. Upon arrival I was told my room was sold out due to third party bookings and they could only offer me a double queen room. I was there celebrating my anniversary, 2 beds was not going to work. After ******* checked with her manager, i was then told I had to wait 1 to 2 hours for a room, unacceptable but at least we were getting somewhere. I came back a hour later, after bringing all of our bags thru the Casino yet again back to the car, and the room was ready. The room was disgusting. We sucked it up and had a decent time. The next morning we were running late ( due to daylight savings time, we lost a hour) so I called the front desk to get the hour we lost in the form of a late check out. They charged my credit card $25. This stay was the latest mishaps of staying at tropicana in *************. I lost a hour of my room checking in, and a hour checking out. I should not be charged for the room let alone a late check out fee. I will also dispute this charge with my credit card company

  Business Response

  Date: 03/10/2025

  Unfortunately, we are unable to refund any costs associated with this stay. Room types booked are based on availability so therefore there is no way to guarantee a specific room type until the guest arrives on property. As far as the complaints about the room conditions, there were no notes in the reservation - we could have had the opportunity to make the stay better had we been made aware. 

  Customer Answer

  Date: 03/10/2025

  
  Complaint: 23044622
  
  I am rejecting this response because: That answer is unacceptable. If the front desk would do their job and pick up the phone there would be plenty of notes. The room and tower i booked should be ready upon arrival. I will keep that in mind next time I'm looking to stay in *************, because it will not be at a cearsrs property. As far as the fees, I will absolutely not accept the $25 late check out fee. I never authorized it, and I will dispute it as such if not refunded. 
  
  
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/08/2025

  Type:Sales and Advertising 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.

  March 7, 2025, I went into **** ***** of Tropicana in Atlantic City, New Jersey. for a birtnday reservation on a party of 6. when we arrive, the server was handling our IDs repeatedly and then she told us it was policy that they had to take our IDs. They took our IDs for about 20 to 30 minutes and then gave them back. I was very uncomfortable with my ID being taken by a server for half an hour. But they were aggressive and loud about it. We were being singled out and bullied until we left. The manager said he can’t serve us because our IDs are fake. None of those IDs are fake. Also, when we asked what could the problem be, he said that he won’t disclose why he can’t serve us or why he took our ID’s. All of our IDs were up-to-date, All information on our IDs were correct. And more importantly, those were state issued drivers licenses. What was very terrifying was that they took our licenses and were parading around us as if they didn’t have to give them back we had to repeatedly ask where our IDs were. And the manager had an extreme attitude. I know that all of our IDs were valid and the manager did not have a true way of testing ID validity and instead he decided that we looked young so he was not going to accept our ID’s because he can’t validate ID’s from appearance.

  Business Response

  Date: 03/09/2025

  We sincerely apologize for any inconvenience this may have caused you. We completely understand how frustrating it can be when issues arise, especially when trying to resolve them in a timely manner. While we always strive to assist our guests to the best of our ability, in this particular case, **** ***** is an independently owned and operated third-party restaurant that is not managed by Tropicana.
  Because of this, we, unfortunately, do not have direct access to their reservation or transaction systems, and any concerns regarding their services, policies, or transactions would need to be addressed directly with their management team. We highly recommend reaching out to **** *****’s customer service team either by phone or in person at their location, as they will be able to provide you with the most accurate information and assistance regarding your request.
  We truly regret any inconvenience this may cause and appreciate your understanding. We value your time and hope to provide you with a seamless and enjoyable experience in the future.

  Customer Answer

  Date: 03/09/2025

  [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 is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/22/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 Venue , Employees ******** or ********* ****** , ****** ****** and *** ****** charged account multiple times for services never agreed to (Graduation Photos , **** and Buster ********* and Access Passes to Circus Disco *******. I would like to be refunded for the mischarged information which is obviously a sign of false advertising to certain extents and on other **** Lengths more obvious for those decision's against the Misleading Business Committed by *** ****** , *** ******* and ***** ******* , I want an apology and a refund. Reporting exploitation is an important step in stopping it thank you for the information you shared.Your report is number:206708561

  Business Response

  Date: 02/23/2025

  Hello, 

  Please contact our **************** team at *********************************** with a detailed email regarding your issues. The names stated in this complaint are unfamiliar and we'd like you to provide more information to allow us a chance to rectify this matter. Please be sure to include any reservations information and employee names that you've delt with. 

  We look forward to assisting you. 

  Customer Answer

  Date: 02/23/2025

  
  Complaint: 22976591
  
  I am rejecting this response because:
  
  206709780
  206714381
  206722301
  206722595
  Your request has been received. 
  Your unique identifier is: 202502222127490069_retaliation_webform 
  Submitted Date: 2/22/2025, 9:27:50 PM 
  
  Regards,
  
  Kidde Amerex

   

  I believe ****************************** is committing acts of Serial **** , Killing and are Legally Incompetent to Portray any furnishing of Blonde Roasts and i permanently charge **** **** , ** ******** , ***** D *****, ***** ***** , ****** *****, **** ******* , Mia **** and **** **** with ************** involving a *************************************************** Immigrants are Forbidden to Participate in Credit Report Requests and I am effectively banning *************** Hall Operations from State , Judicial and Federal Elections.

  
  What relief are you seeking?
  Arrest Warrant against ****** ********* , ****** ***** and ******* ****** La Montagne including **** Charge against ***** ****** , **** ***** , **** Didi and **** *.
  Did not adequately stabilize a psychiatric condition , Did not adequately screen someone seeking
  treatment for an emergency medical condition , Transferred an individual to another facility before their condition was adequately stabilized , Left over 30 people weekly outside in Code Blue
  Conditions , Claimed their fundings needed to be unfrozen , Expired Food Handed out Everyday (Almost 2 Months Expired). Allowed for their patients to carry Narcotics on them which plainly violates ******** Control Numbers, Refused to turn over Immigrants who were collecting Deposits and Investing them in any (known) bipartisan brands like ******* , ******* Dining , Red Mango , ********* and City Burger including ************************* (AWI SAA). Patients on **** threatened each others safety , men being allowed on womens unit which was forbidden under last supervision of **** ******.

• Initial Complaint

  Date:02/17/2025

  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 2/15/2024 me and my husband came to stay at the Tropicana for 2nights. When we first arrived the front desk lady was very nasty. Her attitude was outrageous, and she gave us a hard time. She told us the room we booked wasnt available so she had to switch us to another room. We were switched to a room where the heat did not work. We didnt know until we came back to our room and tried turning it on. Cold air ran tho whole time. The same night I called to the front desk and was waiting about a hr to hear from someone. They finally put a request in and said maintenance would be a hr. Maintenance never came. Me and my husband slept in cold room all night long. Due to it being so cold and I took a bath I woke up with a sore throat and runny nose. However I was perfectly fine before sleeping in a cold room. The next day I called down again after waiting 30mins I spoke with someone and maintenance came in a hr and told us we would have to switch rooms because there was no heat compressor in the heater. He told us he would let them kno down stairs the issue and didnt. When we stopped and put our day on hold to go switch are room we waited in a long line. When I spoke to the manager she was not pleasant at all. She got smart and moved as from one side of the hotel to the other(very big hotel). After I asked her if we can stay in the same section. She then told me in a very nasty attitude that we have 30min to move our things before she locks the door. I felt like she shouldve accommodated us and did. We drive 1hr and 30min away.

  Business Response

  Date: 02/17/2025

  Hello ******
  Thank you for reaching out to us here at **********************

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  We apologize that your experience did not meet your expectations. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.
  
  Due to the issues, you have outlined in your email, you were given a comp suite upgrade and in addition to that we have issued a credit for the Resort fees today for both nights ($63.60),please allow 7-10 business days for this credit.
  
  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
  
  Sincerely,
  Customer Relations  
  ********************

  Customer Answer

  Date: 02/17/2025

  [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 is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/29/2024

  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 December 2, 2024 I booked a south tower ocean view executive king suite room as a surprise getaway for my boyfriend. Through my Caesars Rewards I was able to get the room comped for the 2 nights. On the way to the hotel, I realized on my app that someone had changed my room to a ******************. I called reservations and was told someone at the front desk at 3 PM on 12/27 changed my reservation. I don't know how this happened or who authorized it but the lady on the phone was very nice and fixed it back to the original room I was supposed to have in the south tower. Upon check in we were told that there were no more rooms of that type and we would have to settle for a deluxe room with no view. We asked why this happened and were told there is no guarantees when a room is booked. I find this completely unacceptable especially for people like us that are Caesars Rewards members for years and visit many times per year. Also, the lady at the front desk repeated herself multiple times and appeared nervous which led us to believe that someone made a mistake and she didn't know what to do and was hoping we didn't give her a hard time. She was extremely rude and kept interrupting us when we asked questions. When we arrived in our room I went online as if I was ready to book a new reservation and it was allowing me to book the same room I requested for the same nights. How is that possible if the front desk is telling me no more rooms of that type are available. This is all very confusing to me and I would like someone to look into this and contact me as soon as possible.

  Business Response

  Date: 12/30/2024

  Hello *******,

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.

  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  While I understand that high-demand periods, such as the holiday weekend, can make it challenging to fulfill all guest requests, I believe my concerns require further clarification and resolution.
  Unauthorized Change: My reservation was altered without my authorization, and I have not been provided an explanation as to how or why this occurred. This raises concerns about the integrity of the booking process.
  Room Availability Discrepancy: Upon check-in, I was informed that the reserved room type was unavailable, yet the same room type was shown as available for booking online during my stay. This inconsistency has not been addressed and warrants further investigation.
  Customer Service Experience: The behavior of the front desk staff during this situation was unprofessional, with interruptions and a lack of transparency, which compounded the frustration I experienced.
  While I understand that room availability is not always guaranteed, the handling of this situation fell short of the high standards I have come to associate with Caesars properties. As a long-time Caesars Rewards member, I hope these concerns can be reviewed thoroughly to ensure such issues do not recur for myself or other guests. I appreciate your time and attention to this matter and look forward to your response.

  Customer Answer

  Date: 01/23/2025

  
  Complaint: 22743899
  
  I am rejecting this response because:
  
  . I appreciate the response from Tropicana. In the message they said they would send the concerns to their Admin team. I was wondering if I could get a phone call or email from management in regard to giving us a replacement 2 nights in the room we originally requested. We would like to travel to AC again soon. I am very concerned about booking again and this same thing happening again which is why I want management to contact me. For me this matter has not been resolved.

  
  

  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 02/03/2025

  Hello *******,

  I'm really sorry to hear about your experience. It sounds incredibly frustrating, especially since you were looking forward to a special getaway. I can understand why you'd be upset, especially given your loyalty as a Caesars Rewards member.

  I do apologize that your experience did not meet your expectations.  While we do our best to accommodate each guest request, the ability to meet the demand of each patron's specific request in regard to room type or location can never be guaranteed.  Please
  know that all of our comp room offers are based off of a first come first serve basis and will not be available for booking on specific dates that have already reached the max number of rooms booked under this specific offer.

  Please know that we have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents from happening.

  Sincerely,
  *****
  Customer Relations
  *************************;

   

  Customer Answer

  Date: 02/04/2025

  
  Complaint: 22743899
  
  I am rejecting this response because:
  I am extremely confused by the response from Tropicana. Why would you book a specific room that is showing availability, if it's not available. I booked the room with a representative on the phone and they booked me into that specific room well in advance of my check in date. It's wrong to book someone into a specific room in advance and then tell them at check in it's not available. When someone books a specific room, that room should then become unavailable to anyone else. This is ridiculous! What response is there to the fact that the woman at the front desk was extremely rude when all we asked was why we were getting a different type of room. I am not satisfied with this response at all and will be taking my business elsewhere in the future if we are not compensated in some way for the mistake made and not giving us what we booked.
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:11/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company engaged in fraud. I made payment through a 3rd party for $310.11 to cover 2 nights stay. Sat ***** --Mon *****, Upon arrival the representative told me they see my info as a reservation but no payment and proceeded to charge me for the stay. I was charged $385.46 on 10/26/24 I stayed in room *********** 2286. I was also charged $310.00 By expedia

  Business Response

  Date: 11/15/2024

  Hello ******,

  Upon further review of your reservation, I do see that you upgraded your room at a cost of $153.39 plus tax per night, plus the resort fees of $39.34 per night for a total of $385.46. Resort fees are to be paid by all hotel guests when checking in to our hotel. Our non-negotiable resort fee package includes two devices connected to our basic package wifi, $5 parking voucher to be used upon exiting out of the self-park garage, as well as unlimited local calls made on your guest room phone, fitness center access, and the in-room coffee maker.  The full incidental hold was released upon check out.  

  Unfortunately, we will not be refunding these charges, as they are valid, and you did occupy the room.

  Sincerely,
  *****
  Customer Relations
  *************************;

   

• Initial Complaint

  Date:10/15/2024

  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.

  No maid service for 3 days, no towels, shampoo, pillows, no working phone. No room service. Used cell to call 6 different listed employees regarding dirty unhealthy conditions. No response. This is a resort if my outhouse is a spa. When they took down the one in *****, they should have swung by and did all disrespected customers a favor. Unbelievable horrible customer service. Ask an employee in the hall for help. She walked away. How do they stay in business?

  Business Response

  Date: 10/15/2024

  Hello *********
  Thank you for reaching out to us here at **********************

  Thank you for contacting us here at ********************* and informing us of your concerns regarding this matter. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.
  We understand your frustration and we do apologize. If you are ever dissatisfied with any aspect of your visit in the future, please speak with a manager at that time, so that they have the opportunity to rectify the situation to your satisfaction.
  We apologize that your experience did not meet your expectations due to the issues that you outlined in your email. We know how much our customers look forward to visiting us here in ************* and we are committed to delivering products and services that make it easy for everyone to enjoy their stay at our hotel.

  We regret that these issues left you with a poor perception of our hotel. We hope that you look at this as an isolated incident and that it will not deter you from revisiting us. Please be assured that we have forwarded your comments to our Hotel Management Team as they will work diligently towards correcting the breakdowns you mentioned and the level of service we provide.

  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
  
  Sincerely,
  Customer Relations  
  ************* Region
  
  

  
  

• Initial Complaint

  Date:08/28/2024

  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 am writing to formally express my deep disappointment and frustration with the experience my companion and I had during our recent stay at Tropicana Hotels. We encountered a series of issues that were both unprofessional and unacceptable. Firstly, despite having completed all payments through a "Pay in 4" plan, we were incorrectly informed that we still owed $225. Despite our insistence that this was a mistake, we were left with no choice but to pay the additional amount to check in. This set a negative tone for our entire experience. Upon entering our room, we were overwhelmed by the smell of smoke. Our attempts to contact the front desk by phone went unanswered, and when we went down to the front desk in person, we faced long lines and further delays. The following morning, we discovered an unjustified $250 smoking fee on our bill, despite neither of us being smokers. Our attempt to contest this at the front desk was met with extreme rudeness by the front end manager. Later that morning, we were awoken by fire security and two additional security guards claiming they had received an alert. They entered the room and agreed that the alert was likely triggered by the scent of my perfume. They assured us they would report it and have the hold for smoking removed, but this did not happen, and we were later charged an additional $150. Overall, the treatment we received during our stay was appalling. We were met with rudeness, incorrect charges, and what we strongly believe was discrimination. This experience was the worst I have ever encountered at any hotel. I am requesting a full investigation into this matter and a refund of the additional charges we were wrongly forced to pay. I also expect a formal apology and an explanation of how Tropicana Hotels intends to address these issues to ensure no other guests will have to endure similar treatment.

  Business Response

  Date: 08/28/2024

  Hello,

  We would be happy to assist with this issue. What was the dates of stay and the name on the reservation or a confirmation number?

  Thank you

  Caesars Entertainment

   

  Customer Answer

  Date: 08/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Nothing was solved. August 22-24 were the dates. ***** ****** is my husbands name. Our room was **** **** ***** 
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 08/30/2024

  We confirmed with our Security and Housekeeping team that the charges are valid, and we will not honor your request for refund. 

• Initial Complaint

  Date:08/25/2024

  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.

  We had to check out early as the room did not have a working toilet and I was bitten by bed bugs . Housekeeping never came . It was a very dirty unkempt room in the annex of the hotel .

  Business Response

  Date: 08/25/2024

  Hello,

  I hope this message finds you well. I am writing to extend our sincere apologies for the cleanliness issues you experienced during your recent stay with us. We strive to maintain the highest standards of cleanliness, and we regret that we fell short in your case.
  To address these concerns appropriately, we need to involve our *************** team. Please contact our **************** team at ************, available Monday through Thursday from 10 AM to 6 PM. They will assist you in filling out an incident report and ensure that your feedback is reviewed and addressed promptly.

  Thank you

  Customer Relations  
  ************* Region
  

  Customer Answer

  Date: 08/25/2024

  
  Complaint: 22192829
  
  I am rejecting this response because:
  
  I did attempt to call and ask for resolve while at the hotel . I would like a credit posted to my account for the night I did not stay. 
  
  Regards,
  
  ***********************************

  Business Response

  Date: 08/26/2024

  Hello,

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests reservations.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Thank you

• Initial Complaint

  Date:08/23/2024

  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 called Tropicana to confirm our reservation details for this upcoming week and was told there was a daily parking fee. I asked for more details, as this was not disclosed at the time of booking. After being placed on hold for 30 minutes a supervisor (****) came to the phone and apologized and stated that customers should call before booking to see if there are any undisclosed fees prior to booking (???) I advised this was insane and that should be disclosed during the online booking process. He told me he could not help me after this 45 minute call and told me to call the front desk. I called again and was placed back on hold for 25 minutes waiting for the front desk.

  Business Response

  Date: 08/23/2024

  We apologize for the inconvenience. Unfortunately, wait times may vary due to high volume of calls. The guest can text IVY at ************ for any additional hotel information or questions during her stay. 

  Thank you

  Customer Answer

  Date: 08/28/2024

  
  Complaint: 22185484
  
  I am rejecting this response because:
  
  THIS DOES NOT ADDRESS MY CONCERNS ABOUT HIDDEN FEES. TO MAKE MATTERS WORSE, AFTER BEING TOLD WE CAN CHECK IN EARLY IF THE ROOM IS READY BY CUSTOMER SERVICE I AM NOW BEING TOLD THERE IS ANOTHER FEE ASSOCIATED WITH THE SAME. PLEASE ADVISE OR OTHERWISE I WILL REPORT TO CFBP, AS CLEARLY THERE IS SOME ATTEMPT TO TAKE ADVANTAGE OF YOUR CONSUMERS.
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/28/2024

  Regarding early check-in, please note that there is a fee associated with this service. The early check-in fee, which is listed on our website, is $30 plus tax for check-ins between 9 AM and 1 PM, and $15 plus tax for check-ins between 1 PM and 3 PM.
  

  We strive to provide transparency on all charges, and all such information is available on our website to help our guests make informed decisions. We apologize if this was not communicated clearly and appreciate your understanding.
  If there is anything further I can assist you with, please let me know.