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:05/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This first problem was when we v checked in it smelled like urine we called down and all they did was spray some floral in-sense on it and did not disinfect once so we waited for bags to arrive and also noticed the stains on the one chair were milky and not wiped down so we left to go talk to front desk as well. We waited about a hour line and told front desk and they said they would take care of it but no other rooms available to switch. So we just stayed outside the room but when we went up to use the bathroom we noticed the mold in and around the bathroom door and bathtub as well. We were really disgusted as well as the smell has not changed we ask again to move they said they would change the sheets and clean then we arrive late and nothing and we end up sleeping on the floor because when we got to the bed we notice the urine smell was from the bed. We had paid $438 for this night and booked an extra night they said in the morning they could move us but thats the best they could do. They move us for next day but no refund on the room after us getting sick and having such terrible experience! I am really disappointed

  Business Response

  Date: 05/10/2023

  Hello, 

  I'm sorry for the inconvenience you had during your stay, I removed $100 from the bill and process you a refund. Please allow 7 to 10 days for refund to process. 

   

  Thank you! 

  *******************;

   

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20027910
  
  I am rejecting this response because: 

  I had paid over $400 for the room and I get on top $45 a night resort fees and after feeling sick and having horrible stay I would like to request a full refund for first night for just resolution Sincerely,

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

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service 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.

  On April 24th, 2023, my boyfriend and I returned to our hotel room at the Flamingo around 9:50pm. The next morning, we were woken up by our hotel room phone ringing - our parents trying to contact ** due to not answering our phones. We quickly discovered our room door to be ajar, and our phones, my two purses, and my wallet missing - we had been robbed while we slept. We filed an investigative report from the hotel, and they said they would contact us by Friday, April 28th. However, a week later, our issue remains unresolved, and we have had no contact from hotel management or hotel risk management. We have been denied speaking to any kind of management at every turn, and have not been able to get past the front desk when calling. The lock interrogation report suggests that someone entered our room about twenty minutes before we came back that night, but before the theft, our room cards were solidly on our persons. In my knowledge, ****** hotels are typically not liable for theft unless it was an employee, and as long as they provided a safe, and informed us of it. We never were informed of a safe in our room until after the incident, and the entry to our room before we were back is baffling. The hotels service in this matter is disgustingly inadequate, and my identity was stolen by this individual. In fact, this individual stole over $3000 worth of items from us. The hotel charged us $176.51 - not including our stay, which was over $200 - for long distance calls from our room, though we wouldnt have had to do so if our room had not been broken into. My ID was also in my wallet, so I was forced to lengthen the process of getting through TSA to get home, and we missed several events we had booked. The lack of contact from anyone in the hotel is disturbing, and we would like them to rectify this situation and settle it with us. We have attempted multiple methods of contacting the hotel and have been denied answers/service at every turn.

• Initial Complaint

  Date:04/17/2023

  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 had problems in the hotel room, there was no bottle water, no coffee the shower curtain was stained with blood. When I wanted to checkout they charged me more and also the internet when I did not use the internet, 2 cars charged for parking and it was only 1 car 2 rooms when my reservation was for only 1 room. I went to the frond desk before leaving the hotel and they said that everything was arranged and then they charged me double everything.I spoke with billing department mr. ********************** answer was this.The front desk advise keys were issued for both rooms. Unfortunately, no adjustments or refunds will be processed. You may dispute the charge with your card company if you do not agree.My reservation was for metropolitan suite 1king +2 queens if front desk make a mistake are not my responsibility to cause me to charge on my card ****** more and she says there is nothing to do.I need to speak to a supervisor about this please

  Business Response

  Date: 05/03/2023

  Hello,

  The resort fees have been removed from *************** so there was no charge for that room at all. My apologies for the confusion.

  Regards,

  Flamingo Management

• Initial Complaint

  Date:04/10/2023

  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 stayed at the Flamingo from 4/6/23-4/9/23 and the first two nights were ok, but loud. The third night involved loud music next to our room, people pounding on the walls, very loud singing through the night and my husband and I only slept two hours. Security had been notified twice. Im asking for my one night stay and resort fee to be taken off for that night. The problem was never resolved and security did nothing. The people in the room next to me then proceeded with their loud music and just disrespectful behavior. I had asked if they can move them to another room, but I got no response. Ive been in contact with the Flamingo, but have gotten no where with them.

  Business Response

  Date: 04/10/2023

  Hello *****,

  We appreciate you taking the time to write and bring all these concerns to our attention. Our hotel management addressed these issues on April 9, 2023, and comped 1 nights resort fee due to the inconveniences you experienced. At the point that compensation was accepted this matter was considered resolved. Thank you for allowing us to assist and make this right. We truly appreciate your business and hope that you will give us another opportunity to serve you.
  

  Kind regards,

  ********

• Initial Complaint

  Date:04/05/2023

  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 requested an early check in when I made the reservation and called again prior to arrival to ensure it was added to the rooms (I had 2 rooms) and they concurred. I was never told there was a fee for early check in. Upon arrival at the hotel I tried to check in and requested adjoining rooms but was told to come back at noon as more inventory would be available. There was no mention of an early check in fee. I returned at noon, waited in line again, was almost checked in then was told there would be a fee of $60 for each room for early check in. We decided against early check in as were splitting the room cost with others. Around 2:00 p.m. we were beyond exhausted so we waited in line again and checked in and paid the fee. I wish I would have been told of the fee beforehand as I would have been able to plan. The other issue was that we had no hot water or even warm water in either of our rooms the next morning (March 31) or the following morning (April 1). On March 30 maintenance arrived and said the boiler was down and it would be 20 minutes for hot water. We waited an hour and still no hot water. We had brunch reservations so were unable to take showers. The second day I called maintenance again and was told they would be up. Maintenance never came. We went another day without showers as we had reservations. We wanted a relaxing and fun Vegas vacation but waiting around for hot water to take a shower--and never getting it--was frustrating and wasted a lot of our time. I tried to speak with hotel management but there was none onsite as there is no front desk and check in and check out is all done by the guest using ipads. Internet did not work so my daughter missed an important meeting one day. I called guest services to get the internet charge of $14.99 waived but was denied. ***** services comped the resort fees for 1 room for 2 days (only $90.60 for all our trouble)--but hot water was out in BOTH rooms so I requested it for both rooms and was denied.

  Business Response

  Date: 04/07/2023

  Hello **************, 

  I'm sorry for the issues you had during your stay, i removed the early check in and one night resort.  Please allow refund to process within 3 to 5 business days. 

   

  Thank you! 

   

  Customer Answer

  Date: 04/16/2023

   
  Complaint: 19900681
  
  I am rejecting this response because: While I sincerely appreciate the actions you have taken of refunding a resort fee and the early check in, I had two rooms at your hotel at the same time, neither of which had hot water for two out of the three mornings we were there.  We were not informed of the early check in charge at the time of booking so could not plan accordingly for the day, causing ** a lot of stress on arrival, so I am kindly requesting that early check in charge for the other room be refunded also.  We did not have hot water on *****% of the mornings we were there and were unable to shower before we went out for the day, and you have provided a refund of 12% of the costs I paid for the rooms. If you agree to refund the early check in for the other room that would equate to a 14% refund which I feel is reasonable compensation for all our troubles, considering all other aspects of the hotel, with the exception of check in and no hot water were very nice.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/02/2023

  Hello,

  I am very sorry to hear about the issues that you had at the Flamingo. I did remove that internet charge and took another resort fee off of that second room.

  If you would like to reach me personally I can be reached at ************.

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

  Hotel Manager

• Initial Complaint

  Date:04/04/2023

  Type:Billing 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.

  There were multiple mistakes in the bill in my last visit, and although they told me that they would fix it at checkout, they still charged my credit card. - First, I am a diamond member, so I am not supposed to pay resort fee, but they charged me a resort fee for one of the nights.- It looks like they charged internet fee for extra devices, but I didn't have any extra devices. Instead it looks like the internet usage on 4/1 appeared on 3/31 for some reason. Reservation code: 4YPMM

  Business Response

  Date: 04/04/2023

  Hello *****,

  We appreciate you taking the time to write and bring all these concerns to our attention. It is my pleasure to assist you with your hotel bill inquiry.Upon review of your reservation, we do show that you were mistakenly charged for the resort fee and internet fees. As such, we have made the adjustment off your bill in the amount of $75.28 bringing you to a zero balance. Please allow 3-7 business days to receive the refund. We apologize for any inconvenience this may have caused. We truly appreciate your business and hope that you will give us another opportunity to serve you.

  Kind regards,
  ********

  Customer Answer

  Date: 04/04/2023

   
  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:03/30/2023

  Type:Product 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 reservation was from March 16th thru March 20, 2023. On the 16th of March, my flight from ******, ******** to ***************** was cancelled because of extreme weather conditions in ******. ******** Airlines rebooked is for March 17,2023 at 7:00AM. I called the Flamingo Las Vegas hotel to advise them we wouldnt arrive until the 17th. After a 6 hour delay, we finally arrived at 6:00PM at the *** Vegas airport. We arrived at the Flamingo at 7:00PM on the 17th. We waited in line for 30 minutes, finally checking in at 7:30PM. I talked to the Front Desk manager the following morning on the 18th about getting a refund for the 16th since we had no way of getting to Las Vegas because of the cancellation of our flight. He insisted we checked in on March 16,2023 at 20:59, which was a lie. We made our reservation thru Booking.com, so he said we had to go thru them for a possible refund. Ive been in contact with Booking.com I sent them the same 3 pictures of my itinerary, a receipt for a seat upgrade and picture of me and my sister-in-law all with the date of March 17, 2023. Booking.com emailed all this information to the hotel taking with a woman named ******. She said she didnt have the authority to approve a refund, but said she would give the information to a manager or supervisor at the Front Desk. Booking.com told me they think I should get the refund, but the Flamingo hotel has to approve it. Weve have had NO response from the hotel. The amount of the refund is $500+ (I dont know the exact amount). I had no control over the airline cancellation and I think I deserve the refund. I live on my Social Security, and $500 is a lot of money to me. Booking.com has been very helpful during this situation, but the Flamingo Hotel has not lifted a finger to settle this refund request.

  Business Response

  Date: 04/15/2023

  The account under the name of *************************** was checked in at 20:59:42 on 03/16. No refund will be issued as a room was provided to the guest.

   

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19866801
  
  I am rejecting this response because:
  Im sending proof that I arrived on March 17, 2023. Find attachments of my itinerary for March 17th, a receipt for a seat upgrade dated March 17th, and proof from ******** Airlines that my flight from ******, ******** to ***************** was cancelled on March 16, 2023. M
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/04/2023

  Once again, this account was checked in at 8:59pm on 03/16/2023. No refund will be issued. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19866801
  
  I am rejecting this response because:
  First of all, an account doesnt check into a hotel, the guests do. I dont understand why the Flamingo Hotel continues to LIE about my check-in time. I proved how I could not have check-in on March 16th, because for the billionth time my flight was canceled on the 16th because of the storms in ******. I proved to you that I traveled to Las Vegas on March 17th. I enclosed my itinerary, receipt for a seat upgrade on a flight on the 17th of March. I proved to you many times that the flight was canceled with info from American Airlines. Now why dont you, instead of LYING all the time, show me the prove that checked in on the 16th of March. All you have is the time the room was put on hold at 20:59, because you couldnt fill the room with some other guest. I was told by an employee of the hotel that you have a record of the exact time we first opened to door to our room on the 17th (around 7:40pm). So you do have the proof, but you would rather keep LYING about it. Act like a professional business and tell the truth for a change. Once to start LYING about something, you have to keep on LYING. You are a very dishonest hotel. All the money your hotel makes and you keep LYING so you dont have to refund my money for a day I wasnt anywhere near Las Vegas. LIES
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/04/2023

  Good evening 

  reservation was booked for 3/16 for arrival mobile checkin was completed via guest phone which is how guest room was check-in

  guest arrived 3/17 and was checked in to unit that had been on hold since the 3/16 and unavailable for sale otherwise as the reservation was guaranteed regardless of whether the guest had completed the check-in via mobile.

  per term and conditions expressed through booking.com room cost is forfeit for last minute cancellation or no arrival for day of regardless of reason as the room is not available for sale and held for this reservation 

  we apologize the flight was delayed but a refund is just appropriate at this time, 

  as the airline resulted in a delay perhaps the the airline can provide a refund due to the delay as flamingo hotel can not was held no liability for the guest not being able to arrive on the scheduled date 

   

  thank you. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19866801
  
  I am rejecting this response because:
  When I used the early check in, it was hours before my flight was canceled (not delayed). When I learned of the flight cancellation, I immediately called the Flamingo Hotel and advised them that there was no way I could arrive on March 16th. The agent I talked to at the hotel specifically told me my room wouldnt be held for me and I would have to stand in line when I got there on the 17th to check in and I wasnt guaranteed the same room that I requested for the 16th. I told her that was fine, and Ill have to settle for a room that was available when I arrived on the 17th. Booking.com told me many times that I deserved a refund for the 16th, but it had to be approved by the Flamingo Hotel since you got the deposit that I paid, not them as one of your Front Desk managers told me to my face when I inquired about a refund on the morning of the 18th of March. ******** Airlines has no responsibility to refund me money that went to paying the first night of my stay. They did however waved the cost of a new ticket for the 17th, because that was their responsibility to do so. Now your hotel should step up to the plate and refund my money for the room. No one caused the tornados in ****** on the 16th, and yet you insist that I get screwed out of out of the $600+  that that room cost for that night. Its just not fair. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/27/2023

  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 stayed at the Flamingo Las Vegas from February 6th to February 10th 2023. We had two rooms and booked through LasVegas.com. The booking site claimed that all taxes and fe5es were included. When checking out, I was charged a resort fee for each night for each room. When I complained, the operator stated that the fees were mandatory and that nothing could be done about it. Then when I got home I discovered that I had failed to cash in a voucher for $45.15. I spent several hours on the phone before reaching the casino cashier. She instructed me to mail the voucher to their office and they would issue a check. I did as instructed. I have never heard from them again. I assure that some cashier somewhere is enjoying my $45.15. I have searched for a way to communicate with the hotel and complain but there is no route for recourse available. I feel that the whole experience was fraught with problems and I have determined never to visit Las Vegas again!

  Business Response

  Date: 03/27/2023

  Hello *****,

  Thank you very much for taking time to write regarding the resort fees at our Las Vegas properties.  I was very sorry to hear that you were not made aware of our resort fees. We made sure the information is available on our website and communicated to third parties that book our rooms.  Resort fees are a permanent part of our business model. You will find similar circumstances at almost all of our major competitors in Las Vegas.
  In response to your question about cashing in your ticket, It can take up to 6-8 weeks for a check to be generated. Again,thank you for sharing your concerns with us. Your business is truly appreciated, and we all hope you choose to experience one or more of our great locations in the future.

• Initial Complaint

  Date:03/27/2023

  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 booked a ********************* from 1/24-1/27. Out travel plans got delayed and I called the hotel to notify them of a very late arrivalTwiceI reserved a double queen *** room and confirmed this both times I called prior to my late arrival. When I got to the hotel they assigned us a king size *** room. The manager was very rude and said there was nothing he could do as there were no rooms available. He said I had to go in person the next day to switch rooms between 12pm-4pm. I told him I would be in a soccer tournament, 40 minutes away and that this would not be possible. Ive called the hotel at least 5 times today and they refuse to put me through a manager, saying I have to be there in person. *** explained I cannot leave my minor child playing alone to go resolve an issue they created. I paid extra to be able to select the double room and this is not being honored.

  Business Response

  Date: 03/27/2023

  Thank you for taking the time to share your experience with us.  I was sorry to hear that your room request was not available at check-in and apologize for the inconvenience.  We know how important room requests are to our guests. Inevitably, there will be times when the number of requests for certain room types far exceeds our capacity.  With that being said,we certainly could have done a better job to accommodate you, even if we needed to move you the next day. As a gesture of goodwill, we will refund 1 night resort fee. You deserve the very best we have to offer and it is our goal to exceed your expectations during each and every trip. We look forward to a fresh start in serving you again in the future.

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service 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.

  Flamingo Las Vegas has refused to email or answer me regarding someone entering my room and stealing money, we filled reports with the police and there security and asked them to give me prove that my key was the only one used after stating they had the report but refused to show me. The money was not even the issue the issue is someone used a keycard they gave to come in my room while I was sleeping and stole all my cash out of my wallet and partners wallet totaling ****** dollars. I emailed, called and personally talked to the risk manager person named **** which was rude and inconsiderate stating we pretty much lied and left the door ajar open all night. Ok if thats the case I want to see the report they said they have that the only keys used were ours. This could have been a very different turnout if someone got hurt or even worst killed. They have been the most unprofessional company I have ever dealt with. I would love to hear back from them and have the proof they keep saying they have. This happen a month prior also where they gave someone a room key that was already taken so its not the first and they continue to mess up and lie and hide it so they dont look bad. This could have been very very dangerous and unsafe. I really tried to reach out and talk to multiple hotel managers that were unprofessional and rude and told me there is nothing they can do after we filled a complaint unless we just wanted to check out because I said I felt unsafe, yes I did someone entered my room in my most vulnerable state and they didnt even offer me a new room I had to ask for it. No refund nothing, so any feedback or help would be greatly appreciated.Thank you ****

  Business Response

  Date: 03/21/2023

  ***************** has been informed by Risk and Safety Supv.several that his claim has been denied due to the guest left the door open for several hours.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19548771
  
  I am rejecting this response because:

  That is totally false, you keep saying that and what proof, I am 100% positive the door was not left open, if so let me see the proof they said they had about only room keys being used. Because we all know this is false information and you keep saying that just to close the comment. Im sorry but your wrong and until you can show me proof I will not stop you lying about it.

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

  Business Response

  Date: 03/22/2023

  Thank you for contacting us again. While we apologize for the regrettable experience you encountered, it is our understanding that our Risk Manager sent out for review, investigation,and determination of the outcome of the claim. It was found that no keys were used other than guest keys, the door latch was functioning properly, and we did not find any indication of forcible entry. In addition, the room was left open for several hours. Since there was no evidence of liability or negligence on the propertys part the claim was denied, and therefore the claim for compensation was denied. This is matter is considered closed.