Complaints

This profile includes complaints for Hakkasan Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hakkasan Group

  6385 S Rainbow Blvd STE 800 Las Vegas, NV 89118-3201

• 

  Omnia Nightclub

  454 6th Ave San Diego, CA 92101

• 

  Omnia Nightclub

  454 6th Ave San Diego, CA 92101

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:01/06/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 reservations booked at ********* resturant in in ********* in *********. one of my friends went outside the resturant to wait for his wife. there was a security who was setting up for hakassan club, and he started screaming and swearing at him saying get the f*** out of here there was so many othet people there but the guy only picked on my friend because he was the only non white person. obviously he was racially profiling him. my friend complied and out of fear he left. i asked my other friend to take a picture of him. the security came running in and grabbed him started screaming! we were so scared. we went outside and asked him please stop yelling and he started screaming you dont know who i am. i will f*** you guys up. i will kick you out. even when were standing there he started screaming what the f*** ate you looking at. we got scared called security, hakassan refused to do anythting just offered us $25 credit. which was insulting. this business is standing by an employee who is racist and is bullying and threatening people.

• Initial Complaint

  Date:02/28/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Paid for a concert, was kicked out because the security hired here are homophobic. I adhered to the dress code, had not drank or taken any substances, and was removed the moment I entered the venue. The only possible reason was because I was wearing eyeliner, and the security guard actually tried to convince my girlfriend to stay while he was kicking me out. Very creepy, and seemed like he was trying to even take advantage of her. We were not provided the service we paid for, I was profiled as an undesirable and followed in by security, and on top of that they tried to pull one over on my girlfriend in a predatory manner. They refused to discuss the situation on the spot, so I was unable to request a refund. I asked to speak with club management, and was sent away. They refused to even have a discussion about the matter, refused to explain why I was removed from the venue within 5 minutes of entering, and on top of that are trying to dispute my claim of a fraudulent charge made with my bank. This business is a scam, and oversells tickets to generate enough revenue to pay themselves and the acts, and waits for undesirable appearing people to enter the venue after paying so they can remove them and make more room for those they want there.

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 staying at the *** with a few of my friends. We booked 5 rooms for 2 nights that weekend. For our last night there I booked a (MAIN_FLOOR) VIP table at the *** Hakkasan for the ************ concert on March 5, 2022. I prepaid and it was non-refundable. When I arrived at Hakasun I was seated in a back area in the Pavillion and not in the Main room that I already paid for. I told my seater/server that I paid for the main floor table and showed her my receipt. She apologized and told me they did not have any tables left on the main floor. It was non-refundable and we were already there now, this was a bait and switch. We were seated at a table that was behind a partial wall in the back Pavillion. We could not see most of the concert from this table. I would NOT have paid that much for a VIP MAIN room table to be placed in the back of the room with a blocked view. I messaged *****, a customer relations person from *** **************** and I was told that services were rendered and we were seated, so, no refund or any type of remedy. I showed her my reservation receipt showing I paid for the Main Room table and told her were seated in the Pavilion table 464, I have my receipt showing they seated me in Pavilion table 464 in the back. She did not respond. This is a Bait and Switch. I did not enjoy my time there because of this situation and feeling ripped off, I was expecting what I paid for. I feel ripped off and that my trip was ruined. We all spent good money there and I was treated very poorly.

  Business Response

  Date: 02/28/2023

  Dear Valued Guest, 

  Thank you for sharing your experience. We have forwarded your concerns to the third party, Hakkasan, for follow up.

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 Saturday, July 16, 2022 I purchased night club tickets to attend the Hakasan night club at the MGM grand hotel and casino. Upon arriving to the casino it was very fishy there was no line for the club and everybody was standing in weird positions and acting strange. Me and my group followed a group of other nightclub goers around the corner and kind of waited within five minutes one member in the other party yelled shooter and everyone began to run. Security in the hotel was guiding patrons to safety while the Las Vegas Police Department in tactical gear was converging on the scene of the alleged incident. Me and my friends ran for lives fearing the worst and upon finally making it back to our hotel room found out that the incident was not an active shooter situation but a disgruntled patron smashing a glass window to the casino. It was still quite scary because other reports was coming in and there were other active shooter incidents at other hotels near the MGM so nobody knew what was true or false. I emailed Hakkasan's parent company the Tao corporation to request a refund and they gave me a repeat answer that says that I have one year from the day I bought my tickets to buy new tickets and then they would give me my original refund back when I explained the situation to them they basically told me that there was no threat situation and the club operated as normal when I told them that my safety was more important. No one has called me or returned my phone calls to speak with somebody to handle this matter all I get our emails which are no help. I would like this issue resolved as quickly as possible as I feel this company does not value the safety of his patrons around it and if something were to drastically happen they would probably deny refunds if there was a dead person on their floor.

• Initial Complaint

  Date:07/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 bought concert tickets (total charge was for $103.20) for my girlfriend and I for a concert (the performer was ****** ******) which took place on 5/27/2022. However, upon arrival, my girlfriend and I were denied entry to the room in which the concert took place, being told that the venue was "at capacity," that we couldn't see the performer due to "fire hazard." I spoke to two employees named Austin and Lettie as well as the manager of the venue (Omnia) at the door of the concert. The manager, Ben C****, explained that for pre-sale tickets, I would need to contact "Venue Driver" (email: *************@taogroup.com), so that they could provide a refund. (Note that the charge on my credit card is from Hakkasan Group hence my filing the complaint here.) Ben indicated he would have provided us a refund if the ticket was purchased at the door (under their system), and provided me with his business card (attached). Obviously, it was a very disappointing experience, but most surprising was the response (or lack thereof) from Venue Driver. I emailed them twice the night of the concert (see attached email chain), and they tried to insist the concert was not at capacity, despite the fact nobody from their company was present the night of the concert (I was the one who experienced having to walk away from the door with nothing). Disingenuously, they offered a partial credit toward a future concert purchase (the same outcome that would have been offered to someone who canceled voluntarily because their plans changed), which is unacceptable considering we were not provided with the service for which I paid. I continued to reply to Venue Driver on this ticket and a new ticket and tried calling Hakkasan Group, but received no further communication. Again, I am filing this complaint here because it is how the charge appears on my credit card, but there are also related BBB pages for Venue Driver and Tao Group. Thank you! ****

• Initial Complaint

  Date:06/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  friends and I had purchased tickets for a show last weekend, we purchased the VIP bar card program that Omnia nightclub offers. An emergency then came up that night and we were not able to make it to the show, had we been able to make it to the show safely we absolutely would have made it. So after reading the website and VIP bar card program we understood that we could come and pick up our bar cards at a later date. I was sent multiple emails back and forth with the ticketing support staff immediately after we were not able to make it to the show because we were only in town for two more days. The support staff emails were very unclear on the exact protocol for picking up the bar cards. I have multiple emails of this to prove the unprecise verbiage. After emailing with multiple people from their ticket support line(being passed from support person to support person and having to start over each time), from what I understood, we could pick up our VIP bar cards at any future show. The support staff said that we would need to tell them 24 hours in advance that we were picking them up, which we did. I assumed they would just be notified that we were picking them up, and that once we got to the gate they would hand them to us. Never in the email did it say that we had to tell them the exact show we would pick them up or the exact time we would pick them up, just that we could pick them up as long as we emailed the ticket support staff 24 hours before pick up. Which we did. I specifically said multiple times after the missed show, that "we needed to pick up our bar cards asap." We did see in the emails that it said we would need tickets to the show we were going to, we spoke to a promoter who put us on the list for a show two nights later. No where in the email did it say that we could not be put on guest list to pick up our VIP bar cards. We even let the promoter know that we would be picking up. I am out of room to type the rest of the story. contact me for the rest.

• Initial Complaint

  Date:05/22/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  10/9/21 - $136.25 - MGM GRAND - WET REPUBLIC LAS VEAGS NV The A-GM never replied to my emails & I would like a refund as my 2 drink charge should've been voided. For my Fall Vegas Trip with *** and few other schools as well the weekend from 10/8/21-10/10/21. Saturday my friends bought a table at Wet Republic. As we waited in line and got to the front, one of my friends told them that we are part of our friends table. They let us all in to meet up with our table and first thing a couple of us did was go get some drinks at the bar. I decided to buy 2 so I don't have to wait in line again. This was my first time in Las Vegas being 21& over so I was very new to everything. The 2 drinks I bought ended up being almost a foot tall & there was no way I was going to finish both along with carrying both around. I was on a budget and didn't know they were both going to be around $60 each... So I requested that I only pay for one drink instead of 2. The bartender was very nice & said no worries, I'll void the first check with the 2 drinks & give you a new one for just one drink. I put the receipt in my pocket & ended up losing it unfortunately as a DJ ************* was playing so I'm sure I probably lost it when jumping up and down, dancing, etc. A week later, the $136.25 charge was still on my account posted and not voided. So I reached out to Wet Republic and the Assistant GM said the charge was for admissions when I did not pay to get in at all... He then provided me 2 receipts of one being an admission charge for $125 + 11.25 (Tax) = $136.25 and the other being a $65 + $5.44 (Tax) for the drink. I ended up paying for 3 drinks total when I only received one. That day, the admission cost wasn't even $125... and the receipts they provided clearly says "Recreate Check" "Duplicate". The 1 drink receipt has 2 different times one showing 1.5 hour later difference (16:06. vs 17:28PM...) Credit card company said I lost the dispute b/c I had no physical proof of receipts.