ComplaintsforCircus Circus Hotel & Casino

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently stayed here. Checked in and found drugs in the room. I told the front desk as we were headed out for dinner and the manager assured me the problem would be taken care of. Upon return the front desk informed me that the there were no other room we could be transferred to and that the drugs were removed and the room was re-cleaned and that our resort fee would be waived. Now day later after checking out I received NO refund for the resort fee but YES, a fee for smoking I the room, this is beyond ridiculous I called the hotel multiple time to rectify the problem and was disconnected 3 times and the 3rd was informed by the staff that I should stop calling and eat a d*** This is BEYOND disrespectful

  Business response

  09/19/2024

  Good morning,

  We have reached out directly to the guest and left a message.  We have refunded the smoking fee as well as the two nights resorts fees.  Please allow 3 to 5 business days for the refund to process.  We apologize for any inconvenience this has caused you.

  Sincerely,

  Guest services

  Customer response

  09/21/2024

   
  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

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a trip for the weekend of July 19th, 2024. Flight was scheduled to depart at 9pm CST. On the morning to the 19th, received email from Expedia and *************** informing of the Worldwide IT outage caused by the ********* patch update. Our flight was pushed back twice by the airline. Finally, at approximately 5pm CST I was notified that the flight had been canceled. I immediately contacted Expedia, whom I booked the trip thru. They informed me that I would have to contact the airline directly to get a refund and they would reach out to Circus, Circus.. I received an email on 7/22/24 stating that Circus, Circus WOULD NOT be refunding my hotel cost. They stated that cancelation is either 24 or 48 hrs prior. I had NO INTENTIONS of canceling the trip. The trip was cancelled by the airline due to the IT outage, that Circus, Circus also experienced. They should understand that the reason for canceling was beyond anyone's control and issue me a refund

  Business response

  09/12/2024

  Good morning,

  We have adjusted off the forfeit deposit (first night room and tax) from the reservation.  You will need to contact ******* for the refund since you did not book directly with us.

  We apologize for the inconvenience.

  Sincerely,

  Guest services

   

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Here's a draft you can use to write to Circus Circus and the Better Business Bureau (BBB) about your experience:---Formal Complaint Regarding Unresolved Issues During My Stay at Circus Circus Dear CustomerService/Management Team and BBB,I am writing to formally express my dissatisfaction with my recent stay at Circus Circus and to inform you that I have not received a response after leaving a message with your customer service.During my stay, I encountered several unacceptable issues:1. **Room Cleanliness:** The first room I was assigned was in an unacceptable state. The bed had hair on it, there was a foreign object on the dresser, and crumbs were scattered on the table. This level of cleanliness is far below any reasonable standard.2. **Late Checkout Issue:** While I was given a new room and granted a late checkout, I was locked out of my room at 12 PM on the day of checkout. I was informed that this was due to a failure to properly key in the late checkout, which caused significant inconvenience.3. **Elevator Issue and Staff Response:** Throughout my stay, only one elevator was operational, leading to long wait times and inconvenience. When I raised this concern with your staff, I was met with a smirk and a dismissive comment, which I found highly unprofessional.I left a message with Circus Circus customer service team detailing these issues but have yet to receive a response. Due to the lack of follow-up, I am now escalating this matter to the Better Business Bureau.I hope that this letter will prompt a more attentive and timely response. I kindly request that you address these concerns, and I would appreciate appropriate compensation for the inconveniences I experienced.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely, *********************************** ************ Confirmation # BLBBD July 31 to 8/2

  Business response

  08/28/2024

  Good morning,

  We sincerely apologize for the issues with your stay.  We will refund $60 of the $118 requested.  Please allow 3 to 5 business days for the refund to process.

  Sincerely,

  Guest services

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 5th, 2024 my wife and I paid for a cabana at the pool/water slides. After about 2hours of being open the water slides were closed for the rest of the day which was the entire point of being at the pool area with a cabana and our two children. We left the poll area and on the way out the pool manager, she said her name was ******, took a picture of our receipt and told us she would refund the $200.00. My wife and I have sent emails and left voicemails with no return or acknowledgement.

  Business response

  08/06/2024

  Good morning,

  The guest has been refunded.  Please allow 3 to 5 business days for the refund to process.  I apologize for the inconvenience.

  Sincerely,

  Guest services

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stay here between 6/28/24 - 07/1/24 worst decision ever. Was giving a room in the Manor and immediately called when the ** wasnt working. I was told there was nothing they could do. I then called Priceline and Priceline cancelled my room. I left the room and rebooked another room in the towers. I then went to the lobby to request a manager but was told no one could help me. I was then ushered into the *** room where a not so helpful Latino man behind the counter couldnt answer any of my questions about my deposits. He gave me my room confirmation number then pointed me out to kiosk machine. I then tried to ask M him again about the deposit and was told he had no idea. I sent an email and nobody responded. I left a voicemail and nobody responded. Hotel was filthy and the parking lot reeked of urine. Hotel charged me for two rooms. I want a refund or I will be filing a report with my bank.

  Business response

  07/16/2024

  Good afternoon,

  We have refunded the manor room.  Since you booked with a third party you will need to reach out to them to obtain the refund from them.  We apologize for the inconvenience.  Please allow a few days for the refund to process.

   

  Sincerely,

  Guest services

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a $200 deposit down they posted 75 back to my account 125 showed pending and when I was supposed to get my refund back. They never gave me the rest of my money lied to me. It said it went towards other fees that I already paid for they embarrass me. They were very rude to me and wouldnt help me out at all.

  Business response

  06/28/2024

  Good morning,

  I will have someone from the hotel reach out to you to resolve.   Please allow a few days for them to contact you.

   

  Sincerely,

  Guest services

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disgusted. When my children were little I always took them to Circus Circus and they all had a great time, so I decided to bring my grandkids and it was the worse experience ever. We asked for extra blankets and pillows , they said they didnt have it. The room was dirty and not vacuumed when we came in. It was just nasty. Couldnt find anyone to complain to. Some black things are coming out of the faucet. Absolutely horrible customer service .

  Business response

  06/26/2024

  Good morning,

  I will have a manager reach out to the guest to resolve the issue.

  Sincerely,

  Guest services

  Customer response

  06/28/2024

   
  Complaint: 21902967
  
  I am rejecting this response because: they did nothing besides a lame cleaning. They offered no repair for my situation. It seems like the business is going down. Coming back from the pool, everything was filthy. Id like people to know what they will encounter if they end up at Circus Circus. What a fiasco 

  
  Sincerely,
  
  Ceres *********************

  Business response

  06/28/2024

  Good morning,

  We will credit the resort fee back to your card you paid with.  I apologize you were not happy with your stay.  Please allow 5 to 7 business days for the refund to process.

   

  Sincerely,

  Guest services

  Customer response

  07/04/2024

   
  Complaint: 21902967
  
  I am rejecting this response because:
  Saying youll refund is one thing, refund me back the resort fees I paid for is another. I got no refund. 
  If you treated your customers with decency, there wouldnt be complaints and youd be able to keep your loyal customers. Doing them wrong, will result in unhappiness and complaints.

  Sincerely,
  
  Ceres *********************

  Business response

  07/16/2024

  Good morning,

  A copy of the refund receipt has been emailed to the guest.

  Sincerely,

  Guest services

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I visit ********* a lot for work and I stayed at the circus circus hotel and casino for 10 nights , march 18th through march 28th , during my stay I never got one good night of sleep, night after night thinking it was allergies from something , tried buying new body wash and shampoo thinking, the cause was allergies to the ones they provided, it did not work , bought new towels as well , rash and itch kept on increasing , until I deeply looked in bed and found larva and bed bugs infestation, called front desk and security came and took pictures of the bed bugs and the larva , took pictures of the bites I had on my body , I called front desk and asked them if we can do anything to resolve this on multiple occasions , they kept on referring me to risk management , I called multiple times in the last 2 months and no response yet ! I am really hoping that they are able to give me a refund without going with this any further or court actions , it was a very bad stay and experience !

  Business response

  06/04/2024

  Good morning,

  We are sorry you are not satisfied with the outcome of Risk Managements investigation.  The room tested negative, and claim has been denied.

  Sincerely,

  Guest services

  Customer response

  06/18/2024

  I was not satisfied with the respond they denied the case even though security guard had pictures of the bed bugs in the bed and pictures of my body where I was bit.

  Business response

  06/28/2024

  Good morning,

  You told *************** you had pictures and she has been waiting on you to send them.  The room tested negative, we went back 30 days and there are no complaints on that room. I will have risk management reach out to the guest again.

   

  Sincerely,

  Guest services

  Customer response

  06/28/2024

  I sent pictures twice and no response , I also asked her to email me pictures from security ***** phone that he took  of the bites 

  Customer response

  07/13/2024

  I believe I responded last time a couple of weeks ago,  I emailed risk management the pictures of the bed bugs and I asked for pictures officer ***** took of my body being bit. They are not sending any pictures not sure why they are denying the fact that security had pictures of my body . 

  Customer response

  07/30/2024

  Hello , I have attached the 2 pictures I took , I also screenshoted the details of the pictures.  I asked her twice to email me the pictures officer ***** took of my body and the bed and the report as well.  I need those pictures not sure why they are denying a refund they gave a tons of reviews on bed bugs they are still denying it. Thanks for your help

  Business response

  07/31/2024

  Good morning,

  Risk management has reviewed the case again and been in contact with the guest.  The room has tested negative and the guest claim had been denied.

  Sincerely,

  Guest services

  Customer response

  07/31/2024

   
  Complaint: 21759398
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  07/31/2024

  Can I please get the pictures officer ***** took of my body and the bed ? She said she has them according to our very 1st conversation,  calls are monitored and recorded as stated on thier end.  Why is she denying the case ? I just need the pictures along with the report . Thanks !

  Business response

  08/08/2024

  From: Risk Management
  Date: Thu, Aug 8, 2024 at 9:43 AM
  Subject: ***********************
  To: *********************************** <***********************************>
  

  
  
  

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

   

  I have spoken with ************** regarding his issue regarding his complaint.  As I informed him, we completed a thorough investigation and our investigation revealed that the room was inspected and came back negative. We also go back **************************** the room and had no complaints from other guests.   

   

  ************** can retain a copy of the report and photographs by submitting a subpoena.  I hope this matter can now be closed. 

   

  Best,

  Customer response

  08/08/2024

  Ok we will meet in court 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Got an email from circus circus stating we were goin to be charged $465.99But we get to the hotel and they are requesting $512.50 and are not willing to resolve the issue. This is false advertising and they are stealing from guests

  Business response

  05/22/2024

  Good morning,

  This was a miscommunication about the resort fee.  The hotel manager said that she resolved the issue while the guest was still on property.  We apologize for the inconvenience.

  Sincerely,

  Guest services

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at this property for couple of days but to be exact on April the 19 and 20th , my wedding ring and $500 dollars went missing , so I filed a report with their security team, they never helped i was the constantly trying to find out what happened . Both days I had my dnd sign at the door which housekeeper violated and went in to my room n clean my bathroom where I had my ring and money . On Sunday the 20th a housekeeping mama get walked in to my room after 3pm I was taking a nap and I had my sign at the door, when she notice I was in the room she started acting nervous and make a story that supposedly they had given her my room because I had checked out which obviously its a lie I never checked out plus check out Is at 11 not 3 or 4. Today after almost two weeks I followed up and the security manager said they cant do nothing that it was my fault for leaving my stuff in the room. That I should of used a safe . How?!! If I had my sign at the door that I didnt want to b disturb , how is it my fault that the housekeeper stole my ring and money . I need help this is unbelievable they all thiefs .

  Business response

  05/01/2024

  Good afternoon,

  This was investigated by our ************************** and ********************** claim was denied.  They have been in contact with him and informed him of their decision.

   

  Sincerely,

  Guest services

*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. ↩