ComplaintsforFlamingo Las Vegas

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked 4 days at The Flamingo. Within the first hour of being there we realized the in room safe was not functional. We reported this to the hotel and they couldn't give us a time when anyone could fix or replace it. On the morning of our 4th day I went downstairs while my wife was getting ready. She was in the bathroom and saw through the translucent bathroom glass someone was in the room. When she called my name the person ran out. She called my phone to confirm it wasn't me. I returned immediately. When I got back we realized the door latch didn't work properly, basically the door stayed unlocked. Whoever came in our room stole $500 from my wife's wallet. It would normally be in the safe but it wasn't working. And the door wasn't locking. We are very lucky my wife wasn't hurt. The Flamingo is responsible for these very basic securities to keep guests safe. We feel they are also responsible for our loss. They so far have been uninterested.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/27) */ Hello Matthew, thank you for allowing me to address your concerns. I am so very sorry to hear of your experience, that had to be frightening. If you have not already, please file a report with our Risk Management Department by contacting the property at 702-733-3111. A thorough investigation will be completed. If you have filed a report please allow 30 days for the investigation to be completed. Again, I am so sorry to hear of your experience. Yours truly, Tara Consumer Response /* (3000, 7, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We filed a report with hotel security immediately after it happened. Security, along with the hotel manager on duty assured us we would hear from your risk management folks the same day, we did not. After contacting another hotel manager the next day, we were assured we would hear from your risk management folks within one week, we have not. Now, you're telling us we should hear from your risk management folks within 30 days, sorry but I don't believe you. This seems a lot like the hotel's way of kicking the can further down the road while doing nothing. Something like this should be dealt with immediately, nothing has been done. In fact, the safe and the door latch were never repaired for the remainder of our stay. That speaks volumes of the hotel's concern for guest safety. The truth is, The Flamingo is in business to make money. While this is entirely understandable, guest safety should not be compromised in the process. Without guests, there is no money. In reading a lot of recent reviews, if things don't change, there won't be a Flamingo for much longer either and it's truly sad. Business Response /* (4000, 9, 2021/09/03) */ We are still investigating, however, it appears that the guest did not use the deadbolt while someone was in the room and the door was not secured properly. We did inspect the door and there was no malfunction. The doors are not obligated to auto close. In addition, the guest did advise that the safe was not working, however, when we went to fix it, the guest did not want to stay in the room and, therefore, we were not able to oblige. Consumer Response /* (4200, 11, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotels are responsible to provide at a minimum things like locking doors. This door was not functioning properly and as a result our room was broken into and we had items stolen. Although a deadbolt may work when someone is in the room, it is impossible to use when no one is in the room. This is why the doors must latch and lock properly. Again, this is the responsibility of the hotel. Also, when I left the room my wife was in the shower, not so easy to latch a deadbolt from there. Again, minimum security features such as properly locking doors are the responsibility of the hotel. And, why would it be necessary for someone to be in the room to have a safe serviced, but no one needs to be present for house keeping? This makes no sense at all. The truth is, the Flamingo is trying to duck responsibility. The folks at the Flamingo could use a good brushing up regarding what customer service is all about. Just make this right, you're going to lose a whole lot more money than this by losing our, and the rest of our family's patronage. Along with those that will hear this story and how the Flamingo would not be responsible. Again, poor policy from a very outdated, unsafe establishment. Do the right thing. Business Response /* (4000, 13, 2021/09/14) */ The safe can only be inspected while someone is in the room. As the property did their due diligence to inspect as well as the fact that the door did not have any malfunction, there will be not be any compensation moving forward.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved this hotel for August 11th-August 17th, I was charged $1029 upon check in. Which I immediately thought was too expensive for a 3 star hotel but I went with it anyways. Upon going up into our room our keys didn't work, and throughout the duration of our stay we had to get new keys several times. When we entered the room, we could instantly tell it hadn't been cleaned correctly. There was food crumbs on the floor, handprints on the shower glass door, a hole in the window curtain, and the toilet area and bathroom floor looked like it had blood spots on it (HOW GROSS! And UNSANITARY) This was the absolute WORST hotel experience I've had and I travel OFTEN.. You would think the rooms would be EXTRA clean due to CO-VID still going around. You can't just half clean hotel rooms, that is DISGUSTING!!!! I would NOT recommend this hotel to my worst enemy. I am requesting a refund.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/24) */ Hello Sabrina, thank you for sharing your concerns. I am truly sorry to hear of the disappointment you had in the room your were assigned. It is our goal to provide the best service and accommodations possible, I am sorry we failed you. Regrettably, I do not show that any concerns were brought to our attention during the visit so that we could address them and if necessary move you to a different room. If you are ever not satisfied with any aspect of your stay at one of our properties please do not hesitate to contact the manager on duty so that they can assist you at that time ensuring your stay is a great one. We hope you will look at this as an isolated incident and allow us to serve you again in the future. Yours truly, Tara Consumer Response /* (3000, 7, 2021/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just because I didn't want to waste my trip by complaining does not mean I was satisfied.. I'm disgusted by your response to my concerns. I would not recommend this hotel to ANYONE, I will be staying at Caesars Palace or Venetian next time!

*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. ↩