ComplaintsforFlamingo Las Vegas

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2 little girls and I checked into the flamingo hotel in Las Vegas on June 16th. The room we originally given was to be NON-smoking. The room stunk like weed and was absolutely filthy. It had clearly not been cleaned there was long black hair /weave in one of the beds. It was covered in hair. The walls had fake eye lashes stuck on it. The floor so dirty my feet were black from walking across it. The bathroom sink still had toothpaste in it. I went down to the front desk and stood in a very very long line after traveling all day. They moved us to a different room. It was a little better but had a terrible odor. For the 4 nights we slept there, the odor was just terrible. It would wake me in my sleep. On the 19th I opened a drawer and found an OLD stinky nasty hot dog in it! Clearly THIS room had not been cleaned properly either. I went down to the long front desk line again and the representative talked to a manager who agreed to refund my resort fees. since I paid for the room through a third party they cant refund my room money, so I settled for the resort fees. He came back and said the manager said YES my fees would be refunded. I slept in a dirty uncomfortable room for 4 days with my kids and its the least they could do. They were also sending someone to come clean it up for my last night stay. That never happened and I never got my resort fees returned to me either. I stopped at the front desk on my way to the airport to check out. Complained once again about the moldy hot dog not being cleaned up and checked to make sure my resort fees had been removed. He assured me that they had. I got home, and they were still showing on my card statement. I then CALL the flamingo who told me theyd have a manager call me back. She called back and then said she would go talk to the front desk person (there were actually 2 that promised all fees returned) and then call me back to let me know what they said. She never called back.

  Business response

  06/25/2024

  Thank you for expressing your concern regarding your recent stay at the Flamingo Las Vegas.  I was disappointed to hear that your stay did not meet your expectations.  I can certainly understand your frustration with the cleanliness of the rooms.  Be assured, this matter was investigated and discussed with the appropriate department heads to pursue corrective action to ensure this does not happen again. A refund in the amount of $152.88 was submitted to the credit card ending in *6331. 

  Thank you kindly.

  Hotel Management

  
  

  Customer response

  06/27/2024

   
  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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I paid approximately $700 to stay from June 6-10. It was 107 degrees outside and our air conditioning wouldn't go below 70. We could set it to 65 but it always changed back to 70. The water in the bathtub got barely above room temperature, so a hot soak after a long day was out of the question. There was also a weird spot on our mirror that looks like it is supposed to have a TV behind it but all you can see is the unfinished wall. Housekeeping decided that my selection of "no service" on check in and a sign on the door didnt mean anything. They walked in on my husband who wasnt clothed without knocking or announcing themselves. I have never felt so uncomfortable in a place I was paying to sleep. We ended up with a $50 credit to one of 4 places to eat, which was pitiful with the local pricing. We also received compensation for one of our resort fees totaling $50.36. We spent much of our vacation getting the run around and ultimately had to leave to catch our flight so we took what they offered but I do not feel it is satisfactory. I feel like this violation of privacy on what should have been my honeymoon, in addition to the time wasted being told the issue would be handled by a different department, I feel that at least 25% of my stay should be comped and I feel that is generous.

  Business response

  06/20/2024

  Dear ****************,

  Thank you for expressing your concerns regarding your recent stay at Flamingo. The information provided has been shared the different departs to avoid something like this happens again.

   

  Thank you for choosing Flamingo LV

  Flamingo Hotel Management

  Business response

  06/23/2024

  Hello,

  Thank you for your reaching out to the Flamingo regarding your concerns with your recent stay. A refund in the amount of $101.92 has been issued to the card ending in *1803. We hope that you will visit us or another Caesars property in the near future.

  Thank you,

  Hotel Management

   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently staying at the Flamingo Hotel in Las Vegas. Checked n 5/30/24 and checking out 6/4/24. The entire stay we have not had the room cleaned or garbage taken out. No bed service. No we did not place the do not disturb sign on the door and have been out of the room daily about 9am as we had plans throughout the city. I find it very unacceptable that our garbages are full and we have no towels and we are almost out of toilet paper. The bed has not once been made. When we talk to the front they say they will send someone and it has not happened. We paid for those services and they were not done and not done when we even asked about them. Very frustrating and disappointing to say the least. I would like the company to kindly refund for living with garbage and less than what I paid for.

  Business response

  06/04/2024

  Hello,

  Thank you for expressing your concern regarding your recent stay at Flamingo Las Vegas. I was disappointed to hear that your stay did not meet your expectations.
  On behalf of the entire Flamingo Las Vegas, I would like to apologize for your negative experience, unfortunately we were not aware of this situation in order for us to fix it. As a form of gesture, I have provided a refund for 1 additional night of resort fee.
  

  Sincerely,
  

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

  Hotel Manager

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A group of 7 of us booked a package through Southwest Vacations and booked 4 rooms for 2 nights at the Flamingo from 5/31-6/2. When we arrived, we checked in and the woman at the desk told us that for $30 per room we could "upgrade" to renovated rooms. We expressed that we had not budgeted an extra $120. She then said that our rooms were "really bad" and that she highly recommended upgrading. We inquired how bad, and she told us that they were very old and not well-equipped. We said that we were fine as long as they were clean and had the basic amenities. When we arrived on the 16th floor, we had no hot water. One room did not have toilet paper or tissue. One room had no soap. Our safe was not working. We put in six separate housekeeping/maintenance requests just to receive hot water (two calls) and the bare bones requirements. Our room was also never cleaned or restocked even though we had requested housekeeping upon arrival. On Saturday morning, I asked to speak with a manager. I expressed my distress at having to do so much work just to receive basic amenities and asked that she wave our resort fees. She refused, never apologized, almost actively refusing to do so, and immediately became defensive. She oddly and aggressively kept offering to send us more toilet paper, and when I asked her if it was common practice not to stock these rooms, she refused to answer. Therefore, it seems as if the hotel is intentionally forcing an upgrade, preying specifically on people who may be traveling on a budget. She agreed to give us a $20 food/beverage credit per room (keep in mind a poolside ********* is $39).We also booked a daybed at the GOpool. In the contract, it says you have to spend a min. of $250 at the pool. When we checked in, the employee wrote $300 minimum on my contract and only when I inquired did he change it, telling me he was "giving me a deal." There seems to be systematic deception at every level of the Flamingo.

  Business response

  06/04/2024

  Thank you for reaching out to the Flamingo Las Vegas and sharing your feedback from your most recent stay. We do apologize for the challenges you experienced with the room condition, as well as the lack of service during your stay. I have reviewed your reservation and we have comped a 20-dollar food and beverage credit for each one of your rooms as an apology from us for the condition of the rooms. This will account for the full balance owed here at the hotel.  We hope you will consider staying with us again in the future.

  Best Regards,
  Flamingo Hotel Management

  Customer response

  06/07/2024

   
  Complaint: 21796056
  
  I am rejecting this response because: the Flamingo indicated that basic cleaning and housekeeping services were included with the cost of the rooms we paid for. The Flamingo failed to provide these services and failed to refund any of the room charge. A $20 meal credit does not suffice, especially given the exorbitant up-charging on food and beverage at the establishment. The staff was also incredibly rude, the most aggressive and hostile hotel manager I have ever encountered. 
  
  Sincerely,
  
  ***********************************

  Business response

  06/07/2024

  Dear **********************,
  
  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 one resort fee and credited back your card $50.96.
  
  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.
  
  **********************, 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 response

  06/10/2024

   
  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

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked our stay for a bachelorette trip well in advance with rooms next door to each other. Immediately upon arrival there was a cockroach on one of the beds. They would not give us adjoining rooms any money back or help us in anyway other than to move us across the hotel in rooms far apart. The next morning they gave us attitude trying to swap back. The room they put us in was dirty did not have sheets and has what appears to be a camera lens hiding behind the mirror. This place is disturbing, ruining my friends bachelorette and we want a refund.

  Business response

  06/03/2024

  Dear ****************,
  
  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 $141.68 from each room. Please allow 5-10 business days to see the refund reflect your account. 

  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.
  
  ****************, 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 response

  06/05/2024

   
  Complaint: 21760271
  
  I am rejecting this response because:

   

   

  7 women were affected and we each paid over $250 a person for this experience
  
  Sincerely,
  
  ***********************

  Business response

  06/20/2024

  Dear ****************,

  I apologize for the inconvenience. Unfortunately, no more compensation will be issued.

   

  Best Regards,

  Flamingo Hotel Management

  Customer response

  07/05/2024

  I responded to the business and to bbb stating it wasnt an acceptable solution so Im confused how this was closed? Do I need to make a new complaint??

• Initial Complaint

  05/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/17/24 my husband and I checked into our reservation at the flamingo Las Vegas. Upon arrival, our hotel was not what was pictured when booking. Beyond this, the room was extremely dirty, had potential blood splatter on the walls and had markers on the walls as well. When reaching out to the front desk/manager on staff, they did not offer any sort of resolution (refund, new room etc). But actually stated it was my fault for booking the room and that I could check out. This would mean Id be out nearly $1,000. The manager hung up on me when I stated that they were false advertising the rooms online. That being said, they are false advertising online.

  Business response

  05/27/2024

  good morning

  compensation was issue during the stay of the room , 2 reosrt fee was removed 

  we apologize for the inconvenience as compensation was issue for the cleanliness of the room 

   

  thank you  

  Customer response

  06/11/2024

  Hello,

   

  BBB closed my claim when I had not responded yet. Your email went to my spam folder. Nonetheless, the flamingo said they refunded me my resort fee, which they did, but that was a VERY small fee. The hotel was false advertising rooms and my room was beyond dirty and needed to be demolished. No attempt was made for us to move rooms or fix the issue. Im still requesting a refund and this has been disputed with my bank. The flamingo should be held liable for false advertising and putting people in rooms that have blood stains, mold and dirteverywhere.

  Business response

  06/12/2024

  Hello,

  In review of the complaint, the matter has already been considered as resolved. Please advise if we should proceed as if she is rejecting the solution. Thank you for your attention to this matter.

  Kind regards,

  ********

  Business response

  06/12/2024

  Dear
  
  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 already issued a refund for one resort fee, unfortunately there's no more compensation at this time.
  
  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.
  

   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 response

  06/12/2024

   
  Complaint: 21744306
  
  I am rejecting this response because:

  Flamingo did not do all they could to resolve this issue. Not only are you false advertising rooms online, your agents at the front desk are beyond rude.
  

  Although you mentioned this was not the norm, I see that there a thousands of similar reviews online. Each review stated my same complaints - false advertising, beyond dirty rooms, rooms with mold, unhelpful staff, and many different complaints.

  The big issue here is the false advertising (illegal) and the room that we were put in that had blood splatter, markers on the wall, dirt everywhere and a moldy bathroom. If your attempt to make this right was by refunding a small resort fee that is unacceptable. I would have never paid the amount I did for the room I received. No attempt was made to move us to a new room either, which, would have been acceptable at the time. Since the flamingo did nothing to resolve this issue (besides refund a resort fee of, what, $100?) this has been taken steps further on my end.
  

  As stated, I have filed a dispute with my CC company in regards to this anyways. I hope Flamingo is held accountable for the false advertising and for some of the worst customer service I have ever experienced. 

  
  Do better,
  
  ***************************

  Business response

  06/17/2024

  Dear ****************,
  
  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. Unfortunately, the issues you encountered were addressed during your stay, and compensated as well. therefore mno more compensation will be issued at this time.
  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.
  
  ****************, 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 response

  06/17/2024

   
  Complaint: 21744306
  
  I am rejecting this response because:

  As mentioned, the room I received was not the room I booked online. Flamingo is falsely advertising rooms. This is very much illegal. Your remedy of refunding me resort fees is not acceptable. Not only did I not receive the room I booked but the room was beyond dirty and house keeping could not have cleaned the room to a state that was appropriate. The room needed to be completely redone. Im shocked the hotel is even booking those rooms as they are not clean. They have blood splatter, dirt and grime all over the bathroom, and markers on the wall. This is not a quick clean by house keeping. Again, you are falsely advertising rooms and thats illegal. The room I booked was NOT what was received.
  
  Sincerely,
  
  ***************************

  Business response

  06/20/2024

  Dear ****************

  We apologize for the inconvenience, unfortunately we are unable able to compensate any further.

  Best regards,

  Flamingo Hotel Management

  Customer response

  06/20/2024

   
  Complaint: 21744306
  
  I am rejecting this response because:
  Again, your response is not sufficient.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was the WORST hotel I've ever stayed at. CHeck in time is 4pm and so when I arrived early at 11am, I called from the parking garage to see if there was an available early check in. If there was, I was going to unpack my luggage and bring it inside. If there was not a room available- I was going to walk the strip and come back. When I called - they said there's no way for them to check and instead I'd have to treck all the way inside and wait in a 45 minute line just to find out. When we did this, we found out there was an available room however they charge you AN ENTIRE NIGHTS STAY to check in a few hours early.They push a fake upgrade on every guest promising if you pay more you get a "new renovated" room. Dirty, unclean, run down room. No wifi in the room, phone in the room didn't work. No hot water. No hand soap at the bathroom sink. No shampoo, conditioner or shower soap. Bathroom floods. Toilet was plugged. A/C extremely loud. No room service. No microwave in the room. Staff will not respond to calls to bring items to the room such as extra pillows. ********************* running at 7am waking you up after a long night out. View of an alley and old building. Elevators don't work. I can go ON AND ON FOREVER. I WOULD NEVER RECCOMEND THE FLAMINGO. I want a refund for what I paid for early check in and "upgrade." This was $220+

  Business response

  05/27/2024

  Dear **************,
  
  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 $124.73 to the credit card ending in *4370. Please allow 5-10 business days to see the refund reflect your account. 

  
  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.
  
  **************, 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 response

  05/28/2024

   
  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. Though I was given a requested credit- flamingo las vegas needs to deeply self reflect and implement guest suggestions. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi. I ordered food from the flamingo food court on May 10th and got charged $211.99 and then I got food again from flamingo hotel food court on May 12th and was charged $326 Dollars . I'm just confused as to why these charges are on my bank statement along with the price I paid for the foods.

  Business response

  05/20/2024

  Greetings *****,

  Our sincerest apologies regarding what you have brought to our attention. Corporate billing has attempted to investigate the charges you have brought to our attention. However, we are unable to confirm the charges in our systems. Additionally, none of the charges correlate to any of your incurred hotel charges. As we are unable to verify the amounts you have provided us, we recommend that you dispute the two charge amounts with your bank. Please note our investigation was conducted using the credit card number currently on file for your hotel reservation. It the card you're referencing differs from the credit card currently on file, please advise us of that. Lastly, please note we are unable to discuss credit card numbers via email. Please do not disclose via email any credit card information to us. For any additional questions you have or information you would like to provide regarding this case, please contact the ********************************************* at: **************. We are open Monday - Friday 7am - 3pm.

   

  Thank you.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Subject: My husband, children and I first time being in Vegas! HORRIBLE EXPERIENCE We arrived at the Flamingo Las Vegas May 2,2024 at 3:30pm. We made it to our room, it smelled terrible. The bathroom smelled terrible also and everything was extremely dirty. The shower was absolutely disgusting and the tub and sink. The shower has mold in some areas. We could not bath because the water was extremely cold. We went back down to check in to tell them about it and they stated to leave it running for 20min(Needless to say that did not work and we couldnt take a shower the nights we were there and the didnt give us another room) Our sheets were dirty and they didnt give us more are even do housekeeper ither day and then we had to repeatedly ask for towel(To wash ourselves via the sink with cold water) Our keys never worked and we had to continue to get in the line to get news ones which didnt work ither and had to meet people on the elevator who would buzz us to our room. The room was just all around nasty and dirty for the high price we paid and I want a full refund. Our experience was absolutely horrible and the customer service was horrible they were rude about the entire situation. I cant believe that my first time in Vegas the experience at the flamingo would be this horrible. Considering what the room cost. I was very takenback by this. On top of them charging me $25 each time I come in and out of the Parking garage and they didnt give me a refund because I had it on my reservation that I had a vehicle and was only suppose to be charge $20 a day.I need a total REFUND!!!!

  Business response

  05/13/2024

  Hello, 

  We are sorry to hear about the experience you had with us during your stay. We will remove $100 from the bill due to the housekeeping issues.  Please contact billing at ************ to assist with the parking charges you had since the parking was added to the bill. 

   

  Thank you! 

   

  Customer response

  05/13/2024

   
  Complaint: 21685085
  
  I am rejecting this response because:
  It was more to this complaint then just housekeeping. 
  Sincerely,
  
  Summer Weary

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My recent stay at your hotel was very disappointing. When we first arrived we could not check in until 3:30pm. We understood and waited but during that time the line was at least an hour and half wait time. We chose to do the mobile check in and when we got to the kiosk only 2 of the 5 were in service which also took a long time. Once I tried to check in my two rooms at the kiosk I was told that my rooms were not ready. So I had to wait for an email, which I never received, for my rooms to be ready. After a long day of travel I had to wait until 6pm to get my rooms. We also booked a king *** in one room and we were told it was not available so we had to upgrade for an extra $28 per night. Elevators only worked half the time and the service was terrible there. I have been a Caesars rewards member and hotel guest at Flamingo more that 5 times. I am requesting that the resort fee gets refunded from both rooms at $181.20 for each room.

  Business response

  05/06/2024

  Hello, 

  At this time we will not be able to remove any charges from the bill, as we were never giving the opportunity to fix issues at the desk during your stay. 

   

  Thank you! 

   

*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. ↩