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:04/10/2025

  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.

  Booked a stay here for 5 days and while at hotel room walls were dirty and old smelly carpet asked to move to another room several times and was instructed to try again tomorrow .spending over 2 grand to stay in a room and have it discussing is ridiculous what kind of health issues and unsanitary to be placed in a room like this not to mention internet is horrible Im also placing a review on ****** to warn others the amount of money spent for this room is ridiculous and to not have issues addressed room also has a dry old smelly carpet asked possibly wet carpet

  Business Response

  Date: 04/11/2025

  Hello,

  I spoke to the guest and this is completed.

   

  Thank you,

   

   

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23188173
  
  I am rejecting this response because:I did what the hotel asked me to do And yes they moved my room after 2 days of giving me the run around about there not being any rooms available,I did what they asked me to do and they lack communication with guest still was charged full price of rooms,no discounted charges do to them telling me over and over again it would be taken care ***** a consumer how would you feel when f you paid your money had a problem and it wasnt addressed properly and constantly got the run around these rooms are not cheap to stay in almost 2 grand spent on room and still not satisfied then was moved to new room after 3 days and there was a missing shower door now water running all over floor when you shower FLAMK GO WE HAVE TO DO BETTER.When someone is staying at your hotel were looking to be comfortable while away from home this by far was the worst experience for me while staying at a hotel .Dirty walls in a room I dont understand 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/15/2025

  Hello *******, 

  Thank you for expressing your concern regarding your recent stay at the Flamingo Las Vegas. We appreciate your valuable feedback and the time youve taken to submit it. We were disappointed to read that we did not fully meet your expectations to the level of excellence that our hotel provides.We deeply apologize for any discomfort and inconvenience that we may have caused you. As a gesture of goodwill, we have comped 2 resort fees and credited back your card $113.63.

  Rest assured the incidents, such as you experienced, are the exceptions rather than the norm at the Flamingo Las Vegas. Your comments have been shared with all the relevant department heads with a view towards re-occurrences of this nature in the future.
  
  Ms. ****, we would be grateful for the opportunity to serve you again. With your feedback we hope to correct any breakdowns that you may have witnessed or experienced during your last visit to Flamingo Las Vegas.We appreciate your business and hope to see you on another visit soon!
  
  Best Regards,
  
  Flamingo Hotel Management
  

• Initial Complaint

  Date:02/24/2025

  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 have been scammed and taken advantage at your hotel. I am still in disbelieve. Let's start off by all agreeing the hotel elevator at flamingo are TERRIBLE. EVERYTIME we got in the elevator other people cannot get the card to swipe so they could go to their floor. So, my son called me and told me he got stuck in the elevator and he had been speaking to security. It was going to take over an hr to get them out. While they were in the elevator, they were gathering my son's information and his two friends that were with him. Once they I out of the elevator my son called me and asked me to come to desk to speak to manager. I thought I was going to get an apology and some sort of discount. NO!! Instead, it was a straight SCAM. They claimed they had my son on security that jumped once and that is what caused it to stop. I asked to see the footage and of course that was not an option. They SPECIFICALLY picked my son as he was associated with a room. I know it. They told me I owed them $850 for this jump. Mind you I look at the them and they all said it's not true. The one friend not staying there said he jumped once. They pinned it on my son ONLY TO COLLECT MONEY FROM ME. It was midnight I was exhausted. I asked what my option we're. They told me it was going to cost that and take a week to fix. It was up and running in 30 min. I am sure no one came to fix it they reset it. The reason they got all the details is to pick who they could charge. SINCE WHEN ARE YOUR ELEVATOR SO BAD YOU CANT JUMP ONE TIME. WE ARE POSITIVE THIS IS A SCAM SET UP. I want to be taken care of. Everyone told them it was not my son. They said if we don't pay we will be escorted off property and then will go on my credit. I am beyond upset and feel taken advantage off. I didn't want everyone's trip ruined so paid and where would we go. They should have spoke to the person that did it. Not me. This is not right at all. I want my $850 back.

  Business Response

  Date: 03/10/2025

  Dear Ms. ********************** you for expressing your concern regarding your recent stay at the Flamingo Las Vegas. We appreciate your valuable feedback and the time youve taken to submit it. We were disappointed to read that we did not fully meet your expectations to the level of excellence that our hotel provides. We deeply apologize for any discomfort and inconvenience that we may have caused you. 

  Rest assured the incidents, such as you experienced, are the exceptions rather than the norm at the Flamingo Las Vegas. Your comments have been shared with all the relevant department heads with a view towards re-occurrences of this nature in the future. 

  Regrettably, we will not be able to refund the $850 elevator delay fee.

   

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22977167
  
  I am rejecting this response because the person that said they jumped was 21. This should have fell on that person not me. What are our options a partial refund? Anything else? It seems really unfair in so many ways. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/11/2025

  Hello *******,

  Regrettably, per our security team and surveillance they have charged the guest that was responsible for the delay. 

  I do apologize for the inconvenience it may have caused. 

   

  Best regards, 

  Hotel Management

• Initial Complaint

  Date:02/03/2025

  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 paid 96 for an executive room and then 164 for resort fees which is supposed to include the maintenance of the room, wifi, cleaning etc. ****** signal went down for 2 days, our shower cubicle leaked water all over the bathroom floor everytime the shower was used, the wifi kept dropping out, we had no water at all one night, then on the last 2 days the shower had no hot water so we couldnt even take a shower, the aircon would also cut out randomly during the night, there was a control for the temperature also but no matter what it was set too, it was freezing cold air. Finally, a room key has to be used to make the elevator work, but it worked maybe 25% of the time, lots of other people we spoke too in the elevator had similar issues, we would have to spend 5-10mins in the elevator everytime trying to press the key card on to the receiver before it was accepted.We tried to go to the reception desk a few times to share these issues but the queues were always so long, like stupidly long. Some people were queuing for nearly an hour. Were supposed to be on holiday and was no prepared to stand in a queue for so long.

  Business Response

  Date: 02/04/2025

  Hello ****, 

  Thank you for expressing your concern regarding your recent stay at the Flamingo Las Vegas. We appreciate your valuable feedback and the time youve taken to submit it. We were disappointed to read that we did not fully meet your expectations to the level of excellence that our hotel provides.We deeply apologize for any discomfort and inconvenience that we may have caused you. As a gesture of goodwill, we have comped 2 resort fees and credited back your card $113.26.
  
  Rest assured the incidents, such as you experienced, are the exceptions rather than the norm at the Flamingo Las Vegas. Your comments have been shared with all the relevant department heads with a view towards re-occurrences of this nature in the future.
  
  Mr. ******-*****, we would be grateful for the opportunity to serve you again. With your feedback we hope to correct any breakdowns that you may have witnessed or experienced during your last visit to Flamingo Las Vegas.We appreciate your business and hope to see you on another visit soon!
  
  Best Regards,
  
  Flamingo Hotel Management

• Initial Complaint

  Date:02/03/2025

  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.

  My friend and I booked a room from Jan 31-Feb 2 at Flamingo. The experience and customer service were horrible!!!!!We arrived at the hotel around 3:30pm because online it states check-in isnt until 3:30 pm. Upon checking in we were told our room was not ready and the hotel check-in was 4 pm, which goes against the clause online. We had to wait ***** mins in the lobby until it was ready. In the room, all of the white walls were BROWN-filthy! The bathroom still had shower water in it along with hair, the curtains and drapes were full of dust, the mirrors were dirty, the nightstand had cup stains, the white comforter had old dirty stains, the sitting chair had white stains in it, and no laundry bag. We went to the in-house service desk where there were multiple guests complaining about their room as well. We literally had to wait in line 30 mins. The guest service agent Saria went and got the supervisor ***** for the couple they were helping. I asked ***** if she can help us since the manager was helping the customer. She stated No. Once the supervisor ***** started helping us, Saria slid over to the next computer and helped the next guest (she refused to do the same for us-discriminatory behavior). ***** and Saria had the worst attitude and customer service. Saria was making faces as we complained as if she didnt care. ***** refused to be solution-oriented and offered to check us out versus taking accountability and finding a solution for guests. I then asked for a manager. It took 20 mins for the manager to come out and speak with us. I can say when the manager Vida came out, we discussed hotel policy, customer service policy, the condition of our room, and she apologized and took accountability. She gave us a complimentary meal/drink card, offer to upgrade our room the following day (no rooms were available on the day we checked in), and offered to send housekeeping to our room. Its now 11:26 and were still waiting on housekeeping to clean our room.

  Business Response

  Date: 02/04/2025

  Hello ******, 

  Thank you for expressing your concern regarding your recent stay at the Flamingo Las Vegas. We appreciate your valuable feedback and the time youve taken to submit it. We were disappointed to read that we did not fully meet your expectations to the level of excellence that our hotel provides.We deeply apologize for any discomfort and inconvenience that we may have caused you. As a gesture of goodwill, we have comped 2 resort fees and credited back your card $113.96.
  
  Rest assured the incidents, such as you experienced, are the exceptions rather than the norm at the Flamingo Las Vegas. Your comments have been shared with all the relevant department heads with a view towards re-occurrences of this nature in the future.
  
  Ms. ********, we would be grateful for the opportunity to serve you again. With your feedback we hope to correct any breakdowns that you may have witnessed or experienced during your last visit to Flamingo Las Vegas.We appreciate your business and hope to see you on another visit soon!
  
  Best Regards,
  
  Flamingo Hotel Management
  

  Customer Answer

  Date: 02/04/2025

   
  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:01/23/2025

  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.

  Stayed at the hotel this past weekend, was given one total at checkin, my card was charged that total plus the 250$ deposit. The next day I was charged again an additional $400 dollars. I went down and asked the reservation clerk why I was charged again and they said that I wasnt charged the full amount at check in? That has never happened to me before. I want to know what all of these additional charges were. Also, I did not receive my deposit back and have yet to receive a receipt for my stay.

  Business Response

  Date: 02/10/2025

  Hello ****, 

  Thank you for expressing your concern regarding your recent stay at the Flamingo Las Vegas. We appreciate your valuable feedback and the time youve taken to submit it. 

  In reviewing your previous reservation, I do see that you had extra charges on your bill, an upgrade fee of $34.01 per night and also parking charges of $20 per night. 

  I have emailed you a copy of the receipt. If you have any further questions or concerns please reach out. 

   

  Best Regards, 

  Flamingo Hotel Management. 

   

• Initial Complaint

  Date:12/16/2024

  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 recently stayed at the Flamingo hotel and casino 9-13 December and paid for an upgraded room which was nice except for the room right next to us was under construction from 7-11am each morning using actual grinding tools leaving us absolutely no way to sleep after 7am So basically we paid extra to get only 4hrs of sleep which is inappropriate We are only seeking a fair agreement to comp the upgrade fee for each night. Our room was ****** spa elevator tower so you can confirm the construction location. We are seeking restitution before leaving a negative review on *********** think we are being more than reasonable.

  Business Response

  Date: 12/16/2024

  Hello *****, 

  Thank you for expressing your concern regarding your recent stay at the Flamingo Las Vegas. We appreciate your valuable feedback and the time youve taken to submit it. We were disappointed to read that we did not fully meet your expectations to the level of excellence that our hotel provides.We deeply apologize for any discomfort and inconvenience that we may have caused you. As a gesture of goodwill, we have comped 2 upgrade fees and a internet charge that should not have been on the bill, and credited back your card $103.43. 

  Mr. *****, we would be grateful for the opportunity to serve you again. With your feedback we hope to correct any breakdowns that you may have witnessed or experienced during your last visit to Flamingo Las Vegas.We appreciate your business and hope to see you on another visit soon!
  
  Best Regards,
  
  Flamingo Hotel Management

  Customer Answer

  Date: 12/16/2024

   
  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:12/02/2024

  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.

  I stayed at The Flamingo Las Vegas from 11/27/24 - 11/29/24. I regularly stay here and I am a platinum Caesars member. I was booked into room 4129 which was fine for the first night, on the afternoon of the second day I noticed water running down the shower door from the ceiling. Later that evening I noticed the water was now running across the ceiling and into a light fixture and down to the tile floor. I called for assistance and was told someone from maintenance would come look at it. After an hour plus waiting I called again and finally someone came to assist. Maintenance indicated they believed the shower in the room above me was leaking. When the went to check they found the room was inaccessible because the do not disturb sign was up, the room on the floor above that had the same issue. I requested a different room because I was worried about slipping in the middle of the night if I needed to use the restroom. I was moved to room 6041 which was a larger better appointed room. On 11/29 my wife discovered the shower heat setting would not go any lower than scalding hot and we were unable to use the shower. I called for assistance and no one ever showed up. Upon check out I discovered I was charged more for the second room than my original booking price. The only reason I needed to move rooms was due to poor upkeep in my original room I do not believe I should have to pay for the lack of proper care additionally I was not able to use the shower at all in the second, more expensive room, as I did not want to get burned. Finally upon my departure I discovered the escalator to the parking area was not working and I had to carry my suitcases down a flight of stairs as I could not locate an elevator. I am appalled that The Flamingo is not required to follow *** requirements but I am not surprised as they dont much seem to care about their guests at all.

  Business Response

  Date: 12/03/2024

  Hello *******, 

  Thank you for expressing your concern regarding your recent stay at the Flamingo Las Vegas. We appreciate your valuable feedback and the time youve taken to submit it. We were disappointed to read that we did not fully meet your expectations to the level of excellence that our hotel provides. We deeply apologize for any discomfort and inconvenience that we may have caused you. As a gesture of goodwill, we have comped 2 resort fees and credited back your card $101.92.
  
  Rest assured the incidents, such as you experienced, are the exceptions rather than the norm at the Flamingo Las Vegas. Your comments have been shared with all the relevant department heads with a view towards re-occurrences of this nature in the future.
  
  Mr. *******, we would be grateful for the opportunity to serve you again. With your feedback we hope to correct any breakdowns that you may have witnessed or experienced during your last visit to Flamingo Las Vegas.We appreciate your business and hope to see you on another visit soon!
  
  Best Regards,
  
  Flamingo Hotel Management

• Initial Complaint

  Date:11/18/2024

  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.

  Hotel was not true to online photos.Walking to the hotel room after check-in I nearly broke my ankle due to the wear and tear of the carpet. This wear and tear left the carpet stretched and really wrinkly. It was extremely difficult to wheel our luggage to the room itself.Upon my arrival to the hotel room I discovered the rooms upkeep to be beyond poor.The bathroom vent had debris spilling out of it. The bathroom ceiling clearly experienced a leak and displayed multiple colorings. The sink, shower, bath, and toilet were discolored. The shower and bath held an immense amout of residue.The beds reeked. They smelled of moisture and smoke.The carpet was full of stains.I immediately checked out.The hotel agreed to fully refund me after speaking with the supervisor, manager and the 3rd.I booked this reservation through ************************. In my efforts to check-out while at the hotel desk I was also on the phone with the 3rd party, ************************. The hotel and ************************ were in agreeance with a full refund.I was provided a receipt from the hotel and an email confirmation from vegas.com.While exiting the Flamingo Hotel, I reviewed my *********** account and noticed the refund immediately. However, the very next day the refund was gone.After ample attempts to reach *********** due to technical difficulties they confirmed it was a refund, however, it is now pending as a charge and to contact the merchant.The merchant, Flamingo Hotel, took my information and stated someone will call me back.This has been ongoing since Thursday, November 14, 2024.Please keep in mind I then had to purchase another room that I never budgeted for and this caused major complications and mental anguish.

  Business Response

  Date: 12/03/2024

  Hello *****, 

  Thank you for expressing your concern regarding your recent stay at the Flamingo Las Vegas. We appreciate your valuable feedback and the time youve taken to submit it. We were disappointed to read that we did not fully meet your expectations to the level of excellence that our hotel provides. We deeply apologize for any discomfort and inconvenience that we may have caused you. 

  In reviewing your reservation, I do see that your card was initially charged $316.48, you were refunded $152.88 on 11/17 out of that. There was a Spa charge on your bill of $163.60, that you will not be refunded. 

  Please if you have any further questions or concerns, do not hesitate to contact. 

  Best Regards, 

  Flamingo Hotel Management

   

   

• Initial Complaint

  Date:11/14/2024

  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.

  Stayed at The Flamingo Las Vegas on Saturday, October 26. Around 6am on the 27th, a water drip was noticed coming from the ceiling onto the nightstand. It soaked my husbands air pods, parking pass, iPad and iPhone. We vacated the room uncertain if it was water or sewage. The front desk offered another room but my family was packed up and awake with check out at 11. We were told the room would be comped for the disruption. The bill came anyhow -the room was not comped, just the resort fee and early check in. I called to speak to a manager who was rude and disrespectful and said that was all that was being covered. That is not what we were told. Completely unacceptable to have sewage water dripping from the bathroom above our room and to pay $500 a night.

  Business Response

  Date: 12/05/2024

  Hello,

  The Flamingo apologizes for the issues you had during your recent stay with us. I regards to the $500 you are disputing:

  This is a 3rd party reservation. The room and tax was paid with them. The Flamingo did remove all additional charges (early check in and resort fee).

  If you have any additional questions please call directly at ************.

  Thank you.

   

• Initial Complaint

  Date:11/06/2024

  Type:Billing 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 recently stayed at this hotel Oct 30-Nov 2. I paid through $150 for the room through ***************** and was asked to pay $150 resort fees in person. Hidden fees? I had no other option than to pay them since I had already created the booking. I was disappointed but figured its just procedure. Upon staying in my horrendous room, I realized there was NO way I was being charged these resort fees for this atrocity. I've stayed in plenty of hotels and this was by far the worst I've stayed in. I had to ask for more toilet paper because nobody even came to my room to clean even though we did NOT have a do not disturb sign on our door. I wish that these things were small and insignificant but if I am paying for a resort fee the room at the very least should be clean. I am not asking for the price of the room to be refunded, I am simply asking for the $150 resort fee refunded for the disgusting room I stayed in. I tried contacting the hotel directly but there is no email address. The front desk couldn't help me either.