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:03/31/2025

  Type:Billing 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 was double charged on my card by this business. 2 different dates and charges but the companies policy is to hold your card charge 1 time for any future adjustments. They charged me at a completely different day after i checked out and when i asked them they said it was the regular charhe for the room stay. But they said they couldnt do anything about the hold from the initial charge. So essentially im double charged because they made the error of creating a new charge to finalize instead of finalize the initial charge. As far as im concerned this may be fraud. And the fact nobody wants to do anything except wait until the last possible legal day to see if it self corrects is ridiculous.

  Business Response

  Date: 03/31/2025

  Hello, Thank you for letting us know. We do show the following: Grand total Room and Tax $754.62 Guest Laundry to 3rd Party Cleaners #***.00 Total Charged $867.62. Total Authorized at check in was $1004.62 Which included all deposits that were retuned upon check out. The only charge to the card was the correct charge of $867.62.
  

• Initial Complaint

  Date:01/07/2025

  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.

  My wife and I booked a room here for our wedding. There was a strangers pants in the bathroom and dried blood on the sheets!! We informed them and they moved us to another room and comped the resort fee for one of the nights. We shlepped all of our stuff to the new room (this was literally 2 hours after our wedding and we were exhausted), only to find that the new room was basically equally as dirty (period blood on toilet seat and visibly sticky substance on the bed frame). They upgraded us to a nicer room and the person we spoke with was nice, but when I asked if we could get a cart for our stuff (which they only allow an employee to use, understandably), the person told me i could go downstairs and ask for one. I gave him a look and he changed his tune and said hed send someone up. The new room was larger but the shower doesnt get hot at all. The elevators are also a total disaster, requiring very finicky keycards. We stood there for a long time at a broken elevator that wouldnt accept anyones keycards. We also called for water one night and they said theyd send it up but never did.This place advertises as a 4 star hotel. This place is an unhygienic disaster and it feels like unethical advertising.

  Business Response

  Date: 01/08/2025

  We fully understand the issues that were faced with our guests and have reached out not only to the guest, but we are also working with ******* in order for ******* to offer a full refund for the room. We have already removed all the resort fees from our end for a refund. 

  We hope that the guest contacts our Hotel Manager ***** ****** at either ************ or via email ********************************************. 

  We sincerely apologize for this particular guest's experience and are working to understand why the room was listed as vacant and clean when it was clearly still not cleaned. 

  We have also addressed the shortfalls in service from our housekeeping department. 

  We are deeply sorry this happened and are taking steps to help ensure it does not happen again to anyone staying at our property. This was not the normal experience for our guests. 

   

• Initial Complaint

  Date:08/26/2024

  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.

  Hotel advertised a pool and restaurants open.. we get here and the pool is closed at 6 pm "because kids are back in school' and the restaurants are all closed during the day. There at literally 100s of hotels in the area to choose from. I would not have chosen this one if I knew that food and the pool were not available.

  Business Response

  Date: 08/28/2024

  Hello ***** and thank you for taking the time to provide your feedback. We are disheartened to hear of your perception of your stay. We are not quite sure what restaurants were closed during your stay as all of our food outlets were open during their normal operating hours during your dates of stay. Our pool hours of course are commensurate with the other Downtown Las Vegas properties, but were in fact open during your dates of stay. You did purchase your stay through a 3rd party as a Non - Refundable booking. We appreciate your patronage and look forward to welcoming you back again soon. 

• Initial Complaint

  Date:10/26/2022

  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.

  My partner had reservations for four people, 3 nights with this hotel (August *****). My ************ who was one of the four, noticed her speaker went missing from the room on Sunday morning after we had used it in the room Saturday night. It never left the room yet it was nowhere to be found after the first night there. My camera and camera bag was also lost from the room. Both items were about the same size and black color items in a room full of luggage. My ************ submitted a lost-and-found request for her speaker and I also made a lost-and-found request for my camera. They did not follow up with either one of us, nor acknowledge that there were two lost-and-found request for the same room on floor 24; room ****. Not only were two items taken from our room, a package from Amazon made it to the front desk according to the delivery information but my package was never found at the front desk where it was received on Saturday 20th so I never received it from the hotel. My camera has serial no. ******** model Coolpix P530. My Lost-and-found number ID they sent me via text is ********. I don't think they looked into the matter. And it probably was not the first time items such as these have gone missing from a room at this hotel, targeting items that would be easily lost but unfortunately the items never left the room.

  Business Response

  Date: 10/26/2022

  Thank you, please give us some time to review and research, we have a pretty solid lost and found program. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18314373
  
  I am rejecting this response because: I am not confident that the matter will be investigated. I will accept their response when I am made aware of the proceeding for the issue. I look forward to hearing back from the Hotel with an update. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/17/2022

  Thank you for allowing us to respond. Upon investigation, it was found that we did respond the same day that the items were no found after a search of the room. I do apologize. I have refunded $101.52 that was the balance of the stay. The remainder of the stay was paid by Bluegreen Resorts not the Guest.

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have stayed at the Downtown Grand several times in the past, and have had a wonderful time and a great experience. Unfortunately, this last visit was just horrendous.I am writing this letter regarding the appalling treatment my husband and I endured from your employees and management during our stay at the Downtown Grand Hotel in Las Vegas on September *****, 2022. Piciure this: You and your spouse are on the final day of your four day mini vacation celebrating your 9th wedding anniversary. You get up early with the sun shining, pack up your things, and head out to the pool for a few final hours of relaxation. You stop by the cafe and grab a toasted bagel and an iced coffee and await the pool opening at 10a. We get into the pool area, it's early so there are only about six other guests, and the selection of seating is wide open. We picked our usual spot, the same lounge area that we had used everyday on our trip. Grabbed some towels and laid them out on the furniture and began to enjoy the sunshine! The start to a wonderful final day. My husband has laid a towel down on the center cushion, as we have done every day this trip and multiple trips previously. My husband has had three spinal surgeries, including a spinal fusion, so a firm, flat surface is ideal for him to lay on. These center cushions are perfect. I was lounging on the sofa reading a book.Our peaceful time was interrupted when someone proceeded to poke my husband (who was lying down, eyes closed with headphones in, enjoying the day) to alert him that he was using the furniture wrong. We both are a little confused. At this point the person, who had still not introduced himself or explained who he was, was just going off about how my husband was lying on the table. He, I later found out was *******************, proceeded to tell us that the center cushion was actually a table and to be lying on it was gross, disgusting"...

  Business Response

  Date: 09/29/2022

  Thank you for giving us the ability to reply to this complaint. We have reached out to *************** several times attempting to speak to her about this. Sadly the guests' version of this story continues to change each time she emails or leaves a review. We are happy to discuss this further but the guests' continued use of profanity, insulting Downtown Grand Employees by name including employees who were not even involved in the initial concern and the fact that guest has made threats towards the company is making it difficult to come to a proper resolution. Example of the insults and threats to the company attached to this response.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18146557
  
  I am rejecting this response because:

  The version of events have stayed the same and my reviews are consistent. My email correspondence is documented and unwavering. Whatever inconsistencies are on the part of Downtown Grand. I have not used threats or profanity and find it disturbing that would be suggested. I am disappointed that a business would resort to such threating tactics. 

  A full refund, is again, requested. 
  

  Sincerely,

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

  Business Response

  Date: 10/04/2022

  Thank you again for allowing us to respond to this manner. We have refunded $121.52 to the ************ card as a gesture of closure and apology , please allow 7 to 10 business days for it to reflect on the account. Downtown Grand considers this manner now closed, no further action will be taken. 

  Customer Answer

  Date: 10/04/2022

   
  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:07/11/2022

  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 arrived to the grand on July 3,2022 and checked out July 10,2022. We asked if we could check out july 10,2022 at 2pm. Then was locked out of our room. Then got a bill that doesn't describe the charges just all these fees and charges without explanation. Then took 400$ deposit that hasent been returned. Then 250$ reservation has not been credited either. I want the 400$ plus the 250$ plus the resort fees waived. If this is not resolved I will be filling an fcc. Would also like the other room we purchased we had room **** and ****. Would like the room **** waived room 4.

  Business Response

  Date: 08/28/2022

  Business Response /* (1000, 5, 2022/07/12) */ Contact Name and Title: Daniel H*** Dir of Hotel Contact Phone: *********** Contact Email: dh***@downtowngrand.com Thank you for giving us the opportunity to address this concern. I do see where the guest did request a 2pm then a 2:30 pm late check out. Our keys do turn off at 2pm and if the guest did not come down to the Front Desk to reset her keys when requesting the late check out, that's why she was unable to re-enter the room after 2pm. We can not reset keys remotely. In reviewing the bills for the rooms, I do not see anything out of normal, guest did have quite a few meals at the pool during their stay. Because the guest charged those meals to the room, that consumed the security deposit amount that was on file so there is no remaining funds to refund from room ****. Room **** security deposit has been released already at time of check out and it normally takes up to 7 business days to reflect on card balance. As far as request for refund, I see no notes of any issues the guest had during their stay that would justify any type of refund. Folios for both rooms are included in this response. Consumer Response /* (3000, 8, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not request 2:30pm check out I requested 2pm check out. My flight was at 4:18pm. There were no meals ordered at the pool. No one at front desk told me I needed to come to the front desk to get card reactivated. I am requesting the security deposit back of 400$ and the 250$ and the resort fees waived. The bills for the hotel is not descriptive at all. If this is not taken care of I will be filling a FCC complaint. Business Response /* (4000, 10, 2022/07/14) */ I once again reviewed the bill for ****, there is $122.64 that was released for return from what is left of the security deposit that wasn't consumed by the meals that were purchased, again please give up to 7 days after check out (7/10/22) for that credit to show on the account. At this point, there is no other funds returning to the guest account. Business Response /* (4000, 16, 2022/07/20) */ ***Document Attached*** Checks from charges at the pool during guest stay. The one for $84 will be refunded since we do not have a signature on it.

• Initial Complaint

  Date:06/23/2022

  Type:Billing 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.

  In March 16th 2022 we were in Vegas for my birthday my 40th we decided to stay at downtown Grand casino we originally booked it through ********** the first night it was fine I went ahead and booked a second night through their website directly because the pictures look just like our room I assumed that we had the exact same room I don't work at the hotel I'm not familiar with what hotel room name consist of what. And the guy that was working the late night shift confirmed my reservations s the next day I get a call from the front desk asking if we're checking out and I said no I booked another night they checked and they said yes you are but you're in a different room you need to come down and pay for the additional night which I had already done online make long story not so long our room wasn't ready even though it was directly across the hall cuz the maintenance guy had to fix the AC. We had security called on us because we were not moving our stuff fast enough out of the room for new occupants comingl. To remind you we have nowhere to put our stuff at and basically told us to hang on until the room was done being repaired after security is called on us we left the hotel I dispute the charges with my credit card company and they come back and say that they're charging me for my dogs because they were not service dogs which in fact they are service dogs I do have badges for them because I am disabled the hotel has discriminated my character by talking to my credit card company incorrect information the manager April was very rude very unprofessional for calling security if not we would have stayed there. They have charged me 228.26 146. 84 an additional they're trying to charge me for my dogs that are service dogs certified. And charge me for what ********* has already charged me for the paperwork says leaving on the 16th so why are they charging my card for same night 15th when it for the 16th departure 17. We shady

  Business Response

  Date: 08/28/2022

  Business Response /* (1000, 5, 2022/06/28) */ There is nothing I can do this with report - Downtown Grand was unable to charge even the normal resort fee on guest card let alone any pet fee due to guest card declining and then locked out. Front Desk did their job properly as when presented with the claim that the dogs were reported to be service dogs, the agents properly asked what service are the dogs trained for as that is one of the questions we are legally allowed to ask when a guest claims a dog is a service dog. The guest did not reply to the question and was rude/cursing to the team. When she was questioned about the dogs, her response was "mind your business about my dogs." GST also left dogs unattended in room which is a violation of properly policy and if these dogs were really service dogs, they would never have been left unattended in the room as they would have been needed to preform the trained service. Yes, we did ask the guest to move rooms as their 2nd reservation was for a different suite and the suite they were in, the arriving guests were already in the hotel waiting and very upset that their room was not ready at 3pm. We had to compensate them for their room not being ready at check in time due to the ***** reservation not moving as needed. GST was not charged for pet fee as their card did not approve. 2nd reservation was not sent to us by OTA site so Downtown Grand made a reservation for time hense why her card was charged the $228.26, all additional charges, including the $100 per night security hold, were not able to be charged due to card not approving. GST card for the $228.26 was charged back on 5/28/22 once the issue with *********** was cleared up. Downtown Grand again has no funds available to do any refund or credit as all remaining funds are held by ***********

• Initial Complaint

  Date:06/10/2022

  Type:Billing 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 checked in May 29- June 4 the room was very stinky smell when we first walked in. The TV did not work, the toilet was loose, the vents was really dirty, and the floor need vacuuming. To make a long story short the room was nasty. I had to call downstairs to talk to the front desk and they sent a maintenance guy up and he was really nice, he couldn't fix the TV so he said they probably need to change your room. Well we didn't hear from them for about an 1/2 hour. So a different maintenance guy came and he fix the tv. So I went downstair to talk to a manager they was giving me the run around saying manger in a meeting. They told me that they will change my room but sadly that never happened. The parking structure was so dirty trash everywhere and the elevator didn't work and I was parking on the third floor and I'm handicap I had to walk up six flight of stairs. I'm still waiting on someone to return my call. good luck if you stay here!

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/06/15) */ Contact Name and Title: Daniel H*** Dir of Hotel Contact Phone: ********** Contact Email: dh***@downtowngrand.com Guest was offered a room move to another room that we held and got ready for Guest but Guest never returned to Front Desk to complete the room move. Downtown Grand is unable to refund any funds to Guest as Guest booked through ******* and the funds that Guest is seeking refunded are being held by *******. Guest would need to reach out to ******* for any possible refunds. Consumer Response /* (3000, 7, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I was offered another room but the front desk told me they would call and let me know when the room was ready. I never received a called from the front desk. I Informed the first desk that I'm handicap and it will be difficult to move all my luggage by myself. Yes, I booked it on ******* and I paid $377.08 and I also paid the Grand hotel almost $175 for resort free and taxes. I also tried for a couple weeks to talk to a manager or general manager and was given the run around every time I call the hotel they told me someone will get back with me and I never received a call as of yet. I reached out to ******* about the experience with the hotel and they told me to take it up with the hotel. Business Response /* (4000, 9, 2022/06/22) */ I apologize that you are getting the run around but sadly, we at the hotel are unable to do anything else in this case until we receive a request from ******* to approve any refund as ******* has in their hands any remaining funds from this reservation. Once we receive the request from *******, we'll be happy to approve it. Sadly, ******* does not provide us with a portal to handle these types of requests directly like other sites do.