ComplaintsforFlamingo Las Vegas

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Got scammed by the guy in the Diamond Check In, he offered an upgrade and I declined, I explained that I would ask my cousin who is flying in later that day, if he wants the upgrade then he could request it, well I checked out and a couple days later I see the charge, I STATED NO!! I hope they could pull the video and see this. I am a seven star card holder and they advertise complimentary upgrades to the best room available but this guy charged me even though I did not want the upgrade, he sounded very shady saying I could hook you up, WTH, very unprofessional. PLEASE PULL THE ***** IF YOU HAVE TOO!! I was also charged for a movie and Seven Star Members receive one free movie per night, I have stayed at other properties and they automatically see my status and dont charge, this is the first time this has happened. I called and they did take that fee off but they said I would have to wait for billing to call me. You may check my history with any ******** property and you will see, I never accept the upgrades unless my host provides them.My Seven Start Member number is ***********

  Business response

  09/09/2024

  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.

  In reviewing your reservation, I did refund the upgrade fees of $57.81 and also the movie charge of $19.99, I do apologize about the inconvenience. Please allow 7-10 business days to see the refund reflect your account.

  Best Regards, 

  Flamingo Hotel Management

  Customer response

  09/09/2024

   
  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at The Flamingo from August *****, 2024, and I encountered several issues that significantly impacted my experience. Despite paying for an upgraded room, I found it lacking basic amenities such as toiletries, and the charging ports were non-functional. More concerning was the absence of bed linens and a dark ***** stain on the comforter.When my party requested to switch rooms, the manager, *******, responded unprofessionally. She laughed at my friend's request and falsely accused her of making disparaging remarks and causing a scene in front of the lobby, which was not the case. Although we were eventually moved to another room, it also lacked linens and toiletries. We were given linens but had to make our own beds, which is not acceptable for a hotel of this standard.Upon personally addressing these issues, I was offered a $50 food credit as compensation. However, this credit was not reflected in my final bill. Given the substandard condition of the upgraded room, the absence of essential amenities, the unprofessional conduct of the staff, and the inconvenience of making our own beds, I am requesting appropriate compensation for this unsatisfactory stay.

  Business response

  08/26/2024

  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. 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

  08/26/2024

   
  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

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bad Experience. Even though we booked 7 months before our arrival our room wasnt available. Instead we were given a room of a lower category. It was dirty (stained towels and dirty carpet). The biggest issue was that the shower wasnt working. The lady at the check-in told us to change our room the next day when our booked category would be available. The next day another lady of the VIP-Checkin dealt with our issues. However she was unfriendly and refused to give us our booked room of the better category and told us some lies why we couldnt have that category. But we had already paid for the better room. So after that lady we went again to the check-in counter (3rd time) and the guy there finally changed our room to the initially booked room.It has been an ordeal to get our room. We didnt hear sorry or anything. We didnt get a refund even though we had a downgrade the first night. We couldnt shower the first day even though we had a very long journey and we couldnt make our tight schedule because we had to be at the hotel to deal with these issues.It has been my fourth time in Vegas and this was by far the worst experience. I tried this hotel - very bad decision. Be warned and book another hotel!

  Business response

  08/26/2024

  Hello ****************,

  We deeply apologize for the inconvenience we may have caused you. After reviewing your account, it looks like you were given a Flamingo room at check in, when you had booked a Go room. I'm sorry that you were under the impression that you were given a downgrade on your room, but that wasn't the case. We hope that may clarify any misinformation you were provided with.

   

  Best Regards,

  Flamingo Hotel Management

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Regarding Security at Flamingo Casino and Hotel. Incident occurred on Aug 2, 2024. My wife and I lost our debit card at a coffee shop at around 11:30pm. After returning, the clerk said she handed it to a security person. We were placed in a detaining hall for an hour while we had to file a ***ort. We left at 12:30am with a request to be given an update. I called back Saturday and "no update was available" as they had not talked to the security guard that my Bank of America card was given to. The *** was very nice and advised me "not to cancel" my card in case it shows up. I called back on Sunday (Aug 4th) and after being transferred over the phone a few times, "*****************************" who is apparently the Security Supervisor answered. After I explained the situation to *******, who was EXTREMELY RUDE AND SHORT, he started yelling at me and telling me it was my fault for not "canceling my debit card." I told **************** just followed directions from their staff in case the card turns up and he rudely asked me, "WHO DID YOU SPEAK TO"? I said, I didn't get a name, but the *** was very nice. He then says, "YOU DIDN'T GET A NAME BECAUSE THE *** YESTERDAY WAS NICE?." I'm very unclear on what happened. I lost a personal debit card, which was found by security, and now no one can answer where it is. When I asked "*******" about it, it seemed like I did something wrong. He has the worst customer service I've ever experienced. I would like to know what happened to my debit card that your security found, and I would like a formal apology for the rude service from your supervisor. I will be checking transactions on my account to ensure that it has not been compromised. PLEASE, PLEASE, review the recording of our phone call, and I challenge you if anything I said was false. I called approximately, 2:07pm PST. Not sure this is how you treat you players, let alone a Diamond Member. PLEASE RESPOND.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My stay was from Jul ***** for $200. Upon check in my room door was already open which was pretty weird. After getting settled in and using the shower the floors started to flood. I called the front desk and she sent someone up to look at it. Apparently they knew already before putting me in this room that it had been flooding and that was the reason the loud fan has been at my door all weekend. Each day maintenance was in and out of my room distributing me while I slept even though I had my occupied sign on my door. The day of checkout maintenance came again leaving my shower dirty because they wore their shoes in the tub to check the ceiling to see where the leak was coming from. They stated the bathroom had a very bad leak and didnt know why they would put me in that room . I am seeking a refund for this stay. It was not comfortable at all. No one has tried to resolve anything with me . I had to beg for a free late check out due to being advised not to use the shower while maintenance checked upstairs to see if the leak was up there as well.

  Business response

  08/01/2024

  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 $101.92 back to your credit card. Please allow 5-7 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

  08/02/2024

   
  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

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at The Flamingo from 6/18/24 to 6/24/24. When we got to the Flamingo to check in, we were first in line. We waited for an hour while others walked right up and were helped. When we were finally called over, it took 45 minutes before we got our room keys. The room the staff member was giving us got taken away, the she had to make multiple phone calls to ask for help and we were offered an upgrade. I was told that I owed $300 and I paid that. When we made it back home, I saw that I had been charged $489.43 after I checked out that I was never told about at our long checkin experience. After reviewing the receipt, it appears that this was for our upgrade. Im unclear on why we were not told about this additional charge when we checked in, or why we were not asked for it upfront. Had I known that I needed to pay this much for a different room, I would not have taken it. I dont think that it is a good practice for staff to offer an upgrade, and then give customers a surprise charge upon checkout.I sent a letterr to ********************* (The Flamingo) customer service. Their response was that because I signed for the room, there was nothing they could do. I also learned in their email that not only were we not getting help in this matter, we were charged an additional $27 a night just for the upgrade. In addition to never verbally being told about this at checkin, we also never received any kind of receipt or anything written or emailed explaining these charges before getting the green light to go to our room. I do remember verbally being rushed through signing the electronic pad. Again, nothing was mentioned about an upgrade charge and I was asked for $300 that was immediately paid. This feels incredibly fraudulent to me and I honestly feel like I have been stolen from. I attached the only documentation I received (the first time I learned this information) which was emailed to me at 10:52 on 6/24 (our time of checkout).

  Business response

  07/23/2024

  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 $101.92 and credited back the credit card we have on file, please expect the refund to reflect 3-5 business from the date on this email.
  
  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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  July 12, 2024 from 4:00pm-2:00am We paid $700 for tow nights in the Go Executive, 1 ***** *********** We checked in at 4pm, Once we make it to our room we had actual f**** on our bedding and pillowcases along with makeup and other fluid stains. We also found glass in our bathroom by the shower. This lady did not ask us what the issue was not once, all she did was put her hand in my face while gesturing for me to calm down. This woman rolled her eyes and spoke to me with extreme rudeness in her tone. She was African American and had a very small bun on the back of her head. This woman tried kicking us out and didnt ask us not once what was wrong, all she did was put her hand in my face and argue with me until calling security to have us escorted off the premises. Please note the police were called and informed about the situation by me. Thankfully my husband also spoke to the security guard that was instructed to ****** us out because we were informed that the manager didnt tell them the truth. My husband explained to the security guard what happened leading the security guard to express that he wasnt told any of that. The security guard was informed that we were being, Drunk nuisances causing a scene and threatening staff. My husband went on to explain in detail while showing the security guard the pictures from out room leading him to express that he wouldnt be escorting us out. The SECURITY GUARD had someone then go to our room to change our bedding. Then anytime we needed anything after this we were worried that if we asked, we would be kicked out for god knows what. No one as tried making anything right. This was the absolute worst hotel stay of my life. We will definitely NEVER be returning. The Flamingo should really look deeper into the people they hire. Management is about customer service and public relationships, which are two things this manager had none. Please re-evaluate your staff.

  Business response

  07/16/2024

  Dear customer,

  May you please provide us with more information about your booking (ex. room number, booking reference) so we may better assist you.

  Thank you,

  Flamingo Hotel Management

  Customer response

  07/17/2024

   
  Complaint: 21993106
  
  We checked in on 7/12 and checked out on 7/14. We were in room ***** and we booked through allegiant. The email we booked under is ***********************

  I also have pictures of the glass on our floor however this will not let me upload due to the images being to large, so if you have a way for me to send them to you I will. 

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

  Business response

  08/01/2024

  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 of $101.92. Please allow 5-7 business to see the refund reflect your account. The resort fees are the only thing that were paid to the hotel  for us to compensate, you would need to reach out to the 3rd party you booked the hotel through to get your room and tax refunded.
  
  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

  08/02/2024

   
  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10,2024 we checked into the Flamingo hotel. As advised by the attendent we used the kiosk. Because we arrived at 3:03 we had to pay 20 dollars extra for the 27 min early arrival. We were offered an 11 dollar room upgrade but didn't think it was needed as there was no real difference indicated other than view. We went to our room and it was dirty, cracks in ceiling, sink wouldn't drain, the bathroom ceiling was yellow and leaking. All of the furniture was old and worn. You needed shoes to be in it. I called down to ask for the 11 dollar upgrade and they said we had to come down to ask in person. After waiting in line for 30 minutes,as many guests were allowed to cut under the rope, we explained what happened. The attendant said she could do nothing and we could just pay 50 dollars for an upgrade. Although it was 3:40 they would not be willing to put the 20 dollar fee we paid to be in a room early towards a clean room. The manager came to the desk per our request, and was not kind at all. She said it was our fault we did not upgrade and should have selected the 11 dollar one at the kiosk. She said the early check in fee was our problem,and was extremely confrontational. She said an engineer would patch our leak but otherwise she wouldn't help us. My wife was exclaiming to me that she said we were sh#% out of luck in regards to getting the upgrade for 11 dollars line the kiosk said. The manager snapped at my wife and said what are you saying, she told the mgr she was talking to me, she made her repeat what she said and then agreed that she did day that. She ended up giving us an upgrade for 30, but would still not refund the early check in or honor the 11 dollar upgrade rate. When we got to our new room it smelled like cigarettes, carpet and wallpaper peeling back, mascara and hair all over the bathroom walls and ceiling, scuffs all over the walls, dirty floors, noisey room due to the pool music. This was the worst experiance at a hotel of my life.

  Business response

  07/15/2024

  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 with the room .  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 $50.96 has been issued.

  We hope that you will visit us in the near future.

  Thank you.

  Hotel Management

  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/4/2024 Unacceptable hotel accommodations.1. The biggest issue is they put us in a room across from the Drai nightclub, which blasted music until 6am making it impossible to rest or sleep.2. Parking was horrible, they over sold parking considering only floors 3-7 are available for self parking guests of which 3 and 4 are reserved for Hilton. Half of 5 is reserved for enterprise. We spent over an hour circling the lot calling concierge for help. No help was given. They told us to call parking as it is separate and parking was no picking up. Staff was confused and unhelpful. Terrible experience and service for paid parking.3. Overall lots of things were rundown and not working. Elevator buttons often would not work because it wasnt registering the hotel key properly. Parking lot exit is also broken and not registering hotel key properly. Non smoking room smelled like smoke and perfume. Limiting WiFi to 2 devices is also a horrible practice and an absolute joke.4. When I decided to end my stay early supervisor (*****) was unhelpful and rude. I was polite and calm the whole time and she came out blazing telling me to pound sand. No apology, just blamed me, and said why should I refund any services you used shocking coming from someone working in hospitality absolute 0 empathy. 5. Due to booking from a 3rd party getting a refund was extremely difficult and the contact number had many employees who simply did not want to help. Only one staff member would actually listen and try to understand and try to help.

  Business response

  07/09/2024

  Dear Mss. ***,
  
  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 for the one night you stayed 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

• 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,
  
  ***********************

*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. ↩