Complaints

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:04/28/2025

  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.

  The customer service and lack of empathy and urgency on customes is so bad I have no idea how the company could be customer facing. I have spend over $2,000 for a 5 day stay with 2 rooms attached for my kids and ourselves. We came back from shopping for volleyball shoes as were here for my daughter volleyball tournament to come back to my kids door open. When going in to our children room we see my sons Xbox ($500) oculus ($300) head set ($59) remote ($60) 3 yo-yo $70 each as well as other items were gone. The security guard told us the door does not close right and its at the fault of the hotel. Come to front desk and say there is nothing they could do and I will receive a call on Tuesday. This is in a Friday and keep in mind we live out of state and will be leaving by Monday. Everyone here including all managers say there is nothing they could do but change us rooms as the verified the door is not working correctly. I advice no to stay here as things happen and cant help people being thiefs but how the hotel helped is something they can fix especially when their equipment (door) was at fault.

  Business Response

  Date: 05/01/2025

  Good morning,

  Our ************************** has been in contact with the guest and will work directly with the guest to resolve.

  Sincerely,

  Guest services

• Initial Complaint

  Date:04/15/2025

  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 request a refund for the resort fee charged during my recent stay. According to your website, the resort fee covers the following amenities: in-room internet access, unlimited local and toll-free calls, airline boarding pass printing, and fitness center access for guests 18+.Unfortunately, two of the main amenities included in this fee were either unavailable or did not function properly during my stay:********* Center Access The fitness center was closed and therefore completely inaccessible.2.In-Room Internet Access The WiFi was essentially unusable. It disconnected every five minutes and took approximately two minutes to reconnect each time, making it extremely difficult to accomplish anything online.Given that these key amenities were not available as advertised, I believe it is reasonable to request a refund of the resort fee. I would appreciate your prompt attention to this matter and a response confirming the refund or next steps.Thank you for your time and assistance.

  Business Response

  Date: 04/17/2025

  Good afternoon,

  We have refunded the resort fee, please allow 5 to 7 business days for it to process.

  Sincerely,

  Guest services

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We arrived on 03/15 our 40th wedding anniversary staying till 03/17 but on sun 93/16 n afternoon bout *****pm I started to play a new to me Red devil slot by c*** table section infrnt of buffet on my second spin I spun slot put my hands down on my knees all of a sudden service door fell open dwn to my knees n slammed dwn on hands n left knee (hard) I was stuck I screamed n my husband try to lift it without success very heavy dead weight took security 5 to 7 minutes to arrive n lift it off me n pulled me n chair out so then we waited for management n medical to arrive for report I was n shock from it but I made report they gave me all yellow postcard to call risk management when I got home Mon at 530 am we went down to front desk to stay another day cause my hands n left knee were bruised n achy my knee was swollen I put ice n took ibs for pain I got home 18th n went to my ** wed am got X-rays n saw ** I called risk management twice since no response to date n today is March 31st 2025 our anniversary was ruined n my birthday on st ********* Day still waiting for call back ..

  Business Response

  Date: 04/04/2025

  Good morning,

  I will have *************** reach out to the guest to resolve.

  Sincerely,

  Guest services

• Initial Complaint

  Date:03/13/2025

  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 the evening of March 6th, 2025, approximately 11:45 pm, My husband and I came back from the casino and i looked at the pillow on the bed and noticed something on it. At closer look it was a bug, Bed Bug. I immediately took a picture of it and grabbed a tissue to kill it before it went anywhere. I left the tissue on the bed and went down to the hotel reservation area to speak to a manager about the situation. He asked if we had gotten bit, and we told him we hadn't. He told us he would put us in a new room and said there was 1 left down the hall. We accepted the new room, went and grabbed our belongings from the old room and moved. After that, we took the keys back down and the manager told us we had to file a report because if we didn't, we would be charged for both rooms. Really?? We were very polite and discreet about the situation even though there was a crowd of people checking in, and the fact that we were grossed out and really didn't even want to stay there anymore. Obviously, we didn't care about doing the report, it was the statement about charging us for two rooms that was stupid. The manager said Security would be up to the room to take the report. We went back to the bug room and waited 20 minutes for him. Now it is about 1am. Security proceeded to take pictures of the bugs, and by this time there were two more coming up the side and he tore down the bottom sheet and found another large bed bug. My husband and I were disgusted. I filled out the incident report and we went to our new room, checked the whole bed for ourselves and luckily found nothing in this room. Neither of us got much sleep thinking of the whole situation. I am requesting the amount of my stay on 03/06/2025-03/08/2025 to be refunded.

  Business Response

  Date: 03/13/2025

  Good afternoon,

  Our *************** will reach out directly to you today or tomorrow to resolve.

  Sincerely,

  Guest services

• Initial Complaint

  Date:03/13/2025

  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 called multiple times prior to checking in for ADA *************** I was reassured they were compliant and would help. Upon arriving I spent over 2 hours trying to obtain extra pillows to help with my accommodation, of which I called multiple times prior. The managers have stated they are unable to comply and out of the 1000+ rooms they dont have any extra. I would have never stayed here if I knew they wouldnt assist with my disability. Normal hotels have at least 4 min pillows not 2.

  Business Response

  Date: 03/13/2025

  Good afternoon,

  We apologize you had problems with your stay.   Housekeeping was able to provide you with four additional pillows, we are sorry it took longer than you expected.  Our intentions are never to keep a guest waiting.

  Sincerely,

  Guest services

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23059885
  
  I am rejecting this response because: I requested more and I was told it was because 

  1. The entire hotel didnt have extra pillows

  2. Apparently you do but you wont give more than 4.

  3. When asking to speak with a manager I was routed back and forth for over an hour because no one could provide me a clear response. 
  

  I shouldnt have to explain why I have a disability and why it is important to have a request fulfilled. I called multiple times prior to my stay and was reassured this wouldnt be a problem. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/12/2025

  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 had 2 nights booked for this past Friday and Saturday night. Upon arriving the first night the elevator that took us to the 20th floor was violently shaking the whole time. When we got off the elevator it was surrounded by a danger sign, like it was out of service. Which understandbly freaked out my wife and kids. At that point we took our stuff back to the lobby and requested a change of rooms somewhere on a lower level at that point because of the elevator experience and the funny smell in the room. We were told the only option was the Manor motels (which is a downgrade, that they don't want to refund the difference for, even though it's their failure to maintain to their property) When asked about a refund for the price difference and a refund/cancellation of the second night we were told to come back in the morning to speak with someone. When we came back we were told the 2nd night and deposit would be refunded back to the card it was being held on. This was when we checked out Saturday 1/25. Now 1/31 and the hotel released a total of $50 back to my card out of $290! In my opinion they should refund all the charges after this experience but maybe they're hurting for money based off the state of the property and are making up for that by sticking it to the consumer.

  Business Response

  Date: 02/13/2025

  Good morning,

  We have reached out directly to the guest to resolve.

  Thank you,

  Guest services

• Initial Complaint

  Date:12/09/2024

  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 the morning of 11/23/24, I used a bath towel provided for guests in the rooms and noticed a fairly large stain on the towel. From its look and slight odor, it appeared to be feces.I called the House ************* and spoke to a person named ******* or *****. This person did not take the incident very seriously and had no sense of urgency. I requested for new towels and for the soiled towel to be removed from the room. In the end of the convo he says in an overly dramatic, almost sarcastic tone, Hold on, let me transfer you.and very quickly transfers the call. Someone picks-up and immediately hangs-up.I then called the Hotel Operator and she was much more professional. She said she would send someone to bring new towels and remove the soiled towel.A staff member arrived with new towels. The staff member appeared to be African-American, 40s-50s. He was also very heavy-set with a mustache and wore a cap. He doesnt do any form of greeting and just sticks-out his arm with the towels. I asked if he was going to remove the soiled towel. He glanced at the soiled towel, which I placed near the door, muttered something and just laughed and smirked. I tell him, Nevermind, Im keeping it. My intention was to bring it to the Front Desk.After check-out and the subsequent days after, I called Circus Circus to speak to a ************ Manager to no avail. Being busy myself, I was not able able to keep-up w/ trying to reach a F.O. Manager.Yesterday, 11/6/24, I spoke to a ************ Operator and he patches me to a F.O. Managers phone line, theres no answer. I tried to call back several times, but to no avail.Due to the health risk of the incident as well as the lost earnings and time as a Rideshare Driver, I am requesting the amount of my stay on 11/22/24-11/23/24 to be refunded. I would also like at least one to two nights stay at the property 100% fully-comped in a room that is not in any of the Manor Rooms buildings.Ive included photos.

  Customer Answer

  Date: 12/10/2024

  I will also be sending a video.

  Customer Answer

  Date: 12/12/2024

  The video file is too large to upload. Ill send it to the email address that was provided.

  Customer Answer

  Date: 12/12/2024

  The video file is too large to upload. Ill send it to the email address that was provided.

  Customer Answer

  Date: 12/18/2024

  BBB Team,

  Following-up in this.

  Thank you!

  *.******

  Business Response

  Date: 01/23/2025

  Good morning,

  We have reached out directly to the guest to resolve.

  Sincerely,

  Guest services

• Initial Complaint

  Date:11/25/2024

  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.

  We noticed an unusual smell when we entered the room for the first time, but could not penpoint it. Our room covered dirt, pieces of granola or something on floor, and an actual dead bug. We then located an empty condom box sticking out from behind the nightstand inbetween the two beds. The toilet "bubbled" constantly. The bathtub and sink take forever to drain.I tried call the front desk 3 times never once did anyone pick up. I was simply asking if we could please get a room change and then I was calling for housekeeping. Our room was never once cleaned the whole time we were there, until the day of check out. I got to where I emptied our trash can 2 days and simply out our trash out in the hallway. The fact that I called down to guest services or the front desk, multiple times with no answer, initially not upset, and just asking for a different clean room - is ridiculous. Then, to top it off, we were only on the 4th floor, and the elevators would not work half of the time. One day, we were at the elevators - along with about 75 other people - people were getting angry, etc. I called down and that time someone answered the phone. I let them know the elevators were not working, that approx ***** people were not waiting - we had been standing for 20 minutes at that point, and asked where the stairs were because many of us could take the stairs. They refused to tell me! My reply was, "we cannot tell you where the stairs are located. They are only for emergencies." Are you serious???? One, I am pretty sure that is illegal. Two, say there is an emergency - what is your hotel staff going to do - get on an intercom and say, "here, are the stairs?" Instead the gentleman on the phone told me he would send up security. My, and all of the strangers around me were furious, as they were all aware I was calling down. I tried multiple times during our stay to reach out, without messing up my son's competition schedule - I am bluntly requesting a full refund from this stay.

  Business Response

  Date: 12/10/2024

  Good afternoon,

  This was refunded on 11/26 on our end.  Since it was booked through Expedia, the guest must reach out to them for the refund but we approved it with Expedia on 11/26.

  Sincerely,

  Guest services

  Customer Answer

  Date: 12/10/2024

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/31/2024

  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.

  On September 29, 2024 I made a reservation with the Circus Circus hotel in ********* through *********** and paid a deposit of $141.78. The total price was $398.08.When I got to the property there was no valet parking and no one around to help carry my luggage so I had to go park and come back down with my belongings. The lobby was chaotic and full or children running around. I checked in as fast as I could to go relax in my room after having to drive from *****. My room was located in the Skyrise family tower so I had to got up to the second floor and walk for about 3-5 mins to the next elevator with all my stuff. When I got there, there were about 20 people waiting for the elevator. There was one employee pressing the buttons for everyones floor. She wasnt going in order and everyone was shouting their number at her from every angle. Im too soft spoken so she could hear my voice. When she finally got to mine I got in the elevator and it broke so I had to get back out and wait again for my number to be heard. I was super stressed waiting there with all my luggage for about ***** mins. When I finally got to my room there were crumbs on the floor and the bed covers had stains. I decided to go check out of the hotel immediately. I was offered a different room at a different tower but I refused due to the condition of the room.I called *********** to try to resolve the issue for me and their response was that the hotel will not refund the deposit of $141.78. I am asking for help in the getting that deposit back as I didnt stay in the hotel and the quality and customer service was disastrous and doesnt deserve to keep my money this way.

  Business Response

  Date: 11/04/2024

  Good morning,

  We have refunded $141.78.  Since you booked through *********** you will need to reach out to them to receive the refund. We released the funds to them on November 1st.  We apologize for any inconvenience.

   

  Sincerely,

  Guest services

• Initial Complaint

  Date:10/31/2024

  Type:Product 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 checked into the circus circus hotel on August 22, 2024 and had a booking until August 25, 2024 and I had a booking for 2 rooms.We were in the elevator and met someone we knew from back home. The person we met also had his OWN reservation at circus circus and had nothing to do with my booking.While in the elevator the person that we met decided to jump while the elevator was moving and the elevator stopped moving.I had my family in the elevator along with me, which included my wife, my 3 year old daughter and my 2 month old son.We were stuck in the elevator for about 1.5 hours and it took circus circus this long to get us out of the elevator and my childrens health was affected by the incident because of the low level of oxygen.Once they were able to open up the elevator after about 1.5 hours they kicked out the person that jumped in the elevator and decided to wrongfully kick us out of the hotel also. There was no reason for them to kick my family and me because we didnt do anything wrong. They also have a video footage of the elevator and thats how they found out that the other person had jumped in the elevator which caused it to stop.While they were wrongfully kicking me and my family out they said we will get our refund back and now they dont want to honor that. PLEASE NOTE THAT WE WERE WRONGFULLY KICKED OUT AND WE ARE OUT OF OUR MONEY BECAUSE SOMEONE DID SOMETHING WRONG AND THEY PUNISHED US FOR IT.This was such a hassle caused to us by circus circus and now they wont refund our money.

  Business Response

  Date: 11/01/2024

  Good morning,

  Our ************************** will reach out to the guest.

   

  Sincerely,

  Guest services

  Customer Answer

  Date: 11/05/2024

  I still havent been contacted by circus circus and they have told BBB that the *************** team will reach out to me

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22476377
  
  I am rejecting this response because:

  Date Sent: 11/5/2024 3:39:31 PM
  I still havent been contacted by circus circus and they have told BBB that the *************** team will reach out to me
  
  Sincerely,
  
  ***** ****