ComplaintsforNew York New York Hotel & Casino

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/24/24-3/25/24 my two children and I stayed at the **************************** and casino in ****************. I booked the room and was charged a holding fee of ***** with an emailed breakdown of the remainig fees of ***** wich included self parking as well as resort fees,that would be due at check in. After leaving the resort my card was charged over $200 in front desk fees as well as a self parking fee. So almost $300 for a room that was advertised for less than $140. I never received an invoice from the establishment breaking down these charges or the reasons why they were taken from my account to begin with. The whole experience with this establishment was completely horrendous, from the moment t we arrived we were treated as if we were not welcome, we were completely disregarded when seeking help from staff and security, we were followed by multiple security guards for being barefoot on our way to the pool, followed again by 4 security staff back to our room. Management displayed not even a shred of decency or concern when I brought to their attention that the treatment we were receiving as paying guests of their establishment was hideous. Then to charge me almost 3 times the promised rate. They lack all decency for human beings.

  Business response

  05/02/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

  Customer response

  05/03/2024

   
  Complaint: 21655608
  
  I am rejecting this response because: It was not a feeling of being followed, we were followed by multiple security guards and asked if were guests of the establishment. Followed again to the pool, followed again back to our rooms.  Your feeble attempt to correct your utter lack of service is unacceptable. Your mistreatment and failure to assist brought me to tears and my children and I could not leave fast enough. For a place that calls themselves kid friendly it couldnt have fallen shorter. It was the absolute worst experience I have ever had in ***** let alone my whole life at any establishment. It was embarrassing and offensive to be displayed as such a spectacle in such a place. We were treated with more respect at the five best westerns that we stayed at on our 10 day roadtrip. My children and myself will never return to your prison and likely never to ***** again. I assure you that I will continue to share our distasteful experience with as many people as I can, I will also go into to great detail about the reasons that made it a nightmare for myself and my family. Any place I am able to review NY **, I will. People should know what theyre walking into when they enter, especially single mothers with their children. You made me feel uninvited and worthless. Its disgusting what you choose to uphold. 
  
  Sincerely,
  
  *******************

  Business response

  05/03/2024

  Dear Valued Guest, 

  We have responded directly to your email. 

   

  Sincerely, 

  Guest Experience

  Customer response

  05/03/2024

   
  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

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I stayed at ***************** from April *****, 2024. Based on our status, we received 2 comp nights and only had to pay for the resort fees. We were assigned room 1739, which is located next door to the staff personnel room. We arrived early that morning so we took nap in the afternoon. We were awaken by loud thumping/banging on the wall, which continued off and on throughout the afternoon. We called the front desk to complain and asked if we could move rooms. We were told by the onsite manager that our 'type of room' (I'm guessing comp'd) was sold out and there wasn't anything they could do. Very disappointing! The next morning (around 5 am) I could hear housekeeping carts being rolled and people talking. We've stayed at ***************** several times and love it there. It's really disappointing that the manager didn't take the appropriate action to resolve the situation at the time by either providing a different room (even if it was a slight upgrade) or offering some type of resort credit for the inconvenience we experienced.

  Business response

  05/02/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely,

  Guest Experience 

  Customer response

  05/03/2024

   
  Complaint: 21654568
  
  I am rejecting this response because: ***** LIED about when the front desk contacted us to change rooms. They called us during dinner the night before we were to leave. Why would we change rooms when we were leaving in less than 12 hours. They should have accommodated us when we arrived. The fact remains that New York does not care about their customers experience. Any REPUTABLE hotel would have done whatever they could to resolve the issue. ***************** Casino is NOT that company!
  
  Sincerely,
  
  ***************************

  Business response

  05/03/2024

  Dear Valued Guest, 

  We have responded directly to your email. 

   

  Sincerely, 

  Guest Experience 

  Customer response

  05/04/2024

   
  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

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good evening,I am a ********* local who visited ********, *************** and Casino, today, Friday, April 26th, 2024. I was leaving the parking garage at approximately 10pm. I went to scan my license thinking I was under three hours. I was not. I couldnt find my MGM players card immediately in the moment and I told the live agent standing outside my car that I couldnt find it. He told me and I quote if you dont pay; youll be banned from the hotel!As Im still looking for it, he presses the button and a woman comes on the intercom and he says this guy doesnt want to pay and in that moment I found my players card to use for the parking. I told him and he said no its all good, we will get your license plate number then the gate agent said she will give me a one time courtesy this time. I told her I have my card. The gate attendant laughed and said what a prickI am absolutely appalled about what had happened. I had my card and he still harassed me to pay and even looked inside my car saying I had a credit card. I dont know what type of power trip he was on but he was harassing me and Im still shaken as I had my kids in the car with me too.I would appreciate someone reaching out to me asap regarding this case of harassment. I hope you can identify this employee as he was the only one working the gate at this time.I look forward to hearing from someone soon.Thank you,

  Business response

  04/29/2024

  Good afternoon, 

  We reached out to the guest on Saturday and offered the guest a food and beverage credit as an apology for the incident and the guest accepted. I have attached the email correspondence for your records. 

  Business response

  04/29/2024

  Good afternoon, 

  We reached out to the guest on Saturday and offered the guest a food and beverage credit as an apology for the incident and the guest accepted. I have attached the email correspondence for your records. 

  Customer response

  04/29/2024

   
  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

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CONFIRMATION NUMBER M0889E041 Arrival Date: 2023-10-05 Departure Date: 2023-10-06 SOHO ********************** Room Night!One Complimentary Room Night!Amount Paid$0.00 Estimated Balance Due Upon Check-In*$41.95 Full Payment Details Room Rate and Estimated Tax*$0.00 Resort Fee ($37.00 per night and estimated tax)$41.95 Reservation Total $41.95 I have paid the resort fee online but while checking in. The front desk named ****** charged me $59.95 more and he said it contains our parking fee. While we checked out and tried to getting out of the parking lot we had to pay again which cost us $18.

  Business response

  10/10/2023

  Greetings, 

  I have removed the $18 parking fee for the guest since he mentioned he also paid in the parking garage. The only remaining charge was for the resort fee since the room was complimentary. 

  Kind regards, 

  NYNY Guest Experience 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stay at ***************** Hotel between ***** July 2023. Confirmation# *********** Trip cost for family - Flight and hotel CA $2877 Poor House ********* ************ did not come as requested, dirty towels were needed to be reused.Poor Hygiene, dirty carpets during the course of stay, garbage was left on floor without cater during the stay.Will not recommend to anyone with this condition of stay.

  Business response

  08/03/2023

  
  
  Dear valued guest,  
  
  We have contacted you directly via Email. We look forward to your response. 
  
  
  Sincerely,
  
  Guest Experience

  Customer response

  08/04/2023

  I am satisfied with the response from NYNY

  Thank you for your support 

  Customer response

  08/04/2023

   
  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.
  

  I am satisfied with the response from NYNY

  Thank you for your support 

  
  Sincerely,
  
  Park *******************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** New York hotel was very dirty and the staff refused to clean our rooms when requested despite our repeated calls to the front desk. When checking in, we had noticed **tips and tooth picks on the carpet in the room. The room was clearly not cleaned up to standard. We requested that our room be cleaned the next morning as it was late when we checked in. No one came to clean our room. By 5pm, we called guest services again, requesting the room be cleaned as we were heading out to dinner. By the time we returned just after 8pm, still no one had cleaned our room. We called a third time and finally, someone came. We left the room to allow the cleaning to happen. By the time we came back, the **tips and tooth picks were still on the carpet where they were. The carpet had not been vacuumed and garbage bins not emptied. We spent four nights at the ******** ******** hotel and each day, we had to call multiple times to request cleaning and each day, we found the cleaning subpar. It seems that the cleaning solely consisted of making of the bed. This is not acceptable given that we were paying $50+ per night for resort fees on top of the nightly hotel costs.In addition, after our departure, we were charged an additional $15.42 by front desk and upon repeated requests for a receipt to understand this charge, we have not been provided any information.

  Business response

  08/01/2023

  Good afternoon Mr. ******************** sincerely apologize for the shortfalls you experienced with us this trip with the cleanliness of your guest room. We fully understand that you have expectations of a clean room product when you arrive, and we are very discouraged to hear we fell below those expectations. 

  We have forwarded your concerns to our housekeeping leadership team for more investigation into how this occurred. As a gesture of goodwill for the experience you had with us, we have removed and refunded you for all 5 nights of resort fee. Please find attached an updated copy of your folio. 

  Please accept our sincerest apologies for your inconvenience, and we are hopeful that we will be able to welcome you back again, in the near future!

  Warm regards, 

  NYNY Guest Experience 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dirty room upon first night of check in, there were candy wrappers on the carpet. We ignored it. Today is our 4th day, we were out from 11am to 7pm. Came back to the room, room was not cleaned, called housekeeping and requested a clean up, went out again and came back at 815pm, clean still not clean, call house keeping again, asked for only towels because we just want to take a shower, waiting for 30 mins no one came, called again, and told us that someone is coming and waited again finally someone came. It's the 4th night and the candy wrappers were still in the same place and it's obvious no one vacuumed. Never returning to this dirty hotel again

  Business response

  07/28/2023

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stay july ***** Guest Name: ********************** Room Confirmation: ********* Room Confirmation: ********* When we came in the hotel, I tried requesting room upgrade, I explained to them that I need bigger room since I have my babies with me. Clearly the staff I spoke to gave me a hard no right away. I told her and explained to her that I received an email if I want to get a room upgrade and showed it to her. She told me if I want to upgrade the room then I will have to pay. I told her I am willing to pay extra for more comfort for my family since it's our first time staying in ******** new york hotel.. as I told her I am willing to pay the additional charges just for extra space. She then spoke to her manager because I am requesting the two rooms to be upgraded. I saw the manager saying tell them no more. Not even checking, hard no right away. I checked the resort and tried reserving many rooms bigger than ours and there's tons available. I asked them are they sure there's no more because at first she was telling me I need to pay for room upgrade so when I told her I am willing to pay she instantly saying no more room. I dont know why we got rejected instantly even paying for additional costs. I say please and told her that I have my kids and they need as much space as they can get since after pool there's not much for them to do since they're so young. They dont accommodate me and my family. I have told the email I received if i want the upgrade or even paying but she told me right away no. No more rooms available. Then, When we get to our rooms which are Two rooms **** and ****, rooms are very hot. At first we thought maybe they just turn on the air-conditioning since we just checked in. We had to go out after checking in since we have dinner reservations. When we got back to the room, We felt that the air-conditioning on our side were very poor. But my babies needed to sleep and I already set up all our family stuff plus all the baby items (cameras, bottles, milk, white noise, crib etc to the room so we had to stay) I have a 1 year old and 3 year old. We're Always sweating when waking up.. felt really bad for my family. It was my mother in law and my birthday celebration and we got those room. The coldest temperature I got was 77 degrees from my baby monitor when it was early morning time like 3am and no lesser than 77 degrees especially when sun is up. Even when walking to our walkway outside our room, we can feel the difference of the temperature. I dont know why they put us there. They're clearly know that I have my babies with me when I checked in. The air-condition felt like it's just a fan. Walking from elevator to other walkways from other room we felt the air-condition, it was cold to there side. But when stepping to our side Omg the difference, that's just the walkway. The aircon stopped or the side where we are staying and felt nothing but fan. Then when we go inside the room same thing. The stay was very hard for us. It's very disappointing

  Business response

  07/17/2023

   

  Dear valued guest, 

  We have contacted you directly via Email. We look forward to your response.

   

  Sincerely,

  Guest Experience

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stayed June 5-6 - arrived after 9 pm with my family. Passing through and needed a place to rest our eyes.Put us in a wheelchair accessible room even though we didnt request one. We didnt notice until after all of us had showered and my daughter was in *** but there was 2-3 blood drops in the bathroom and hallway. 1 of the queen *** had questionable stains on it so we slept in 1 ***. Did not want to call down and request a room change because our daughter was already tired and didnt want to wait around. Check out isnt until 11 am but housekeeping walked into our room WHILE she was knocking AND while my wife was in the bathroom. Like wtf!!! Sent an email to complain the day that we left. We had to hit the road and didnt have time to speak to someone at the front. Never heard back. Called today. Was ok hold for over 45 mins only to be told Okay. What do you want us to do? I cant do anything because you waited so long. No I never heard back from YOU and she hung up on me. So professional. I want a refund for this terrible stay. Clear housekeeping isnt doing their job with CLEANING!

  Business response

  07/11/2023

  Dear Valued Guest, 

  We have contacted you directly via email.

   

  Sincerely, 

  Guest Experience

  Customer response

  07/11/2023

   
  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

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/20/2023 I was mistreated by security manager & witnessed him mistreat his staff. I was staying at a sister property of NYNY and was called by my friend who had checked out of NYNY and en route to airport. I was asked to retrieve items left in safe that they needed ASAP so they werent stranded. My hotel transferred me to NYNY security and I provided them with the information on items in safe, room # , full name, and the password to the safe. I was informed that the person who reserved the room had to confirm their identity to release the items to me. they did that and I was informed that it was all set. i walked over to **** and spoke to a female officer who was working the security desk. she took my ID and I verified the items I was to pick up. A coworker came up and told her she couldnt release them and I had to speak to the manager. Manager came over and said i couldn't retrieve. kept repeating a government ID with ********* couldn't retrieve the items . He insisted that the reason i could not pick up was due to the *** There is NO ID with the items. I was on the phone with the owner of the items and i handed my phone to the manager so he could speak to him. while i was waiting the female security guard called me back over and handed me a card that showed the info that they needed to be emailed to the email address on the card. I explained that the owner had done this which is why the confusion. Then ***** security manager walks up and aggressively rips this card out of her hand and tells me I need to leave his officer alone and leave the property. Please review the cameras as it will show I was nothing but polite the entire time I was there and how aggressive he was with this female officer. That was incredibly disrespectful and intimidating and left the property immediately and felt that I could not return and i didnt want to return due to how i was spoken to and how he treated his staff member. My kid had unused credits/tickets on her arcade car

  Business response

  02/28/2023

  Dear Valued Guest, 

  Thank you for your inquiry. The proper teams have been advised and are looking into this matter further.

   

  Sincerely, 

  Guest Experience

  Customer response

  02/28/2023

   
  Complaint: 19444421
  
  I am rejecting this response because: No one has contacted me for more details or even acknowledged the incident. There has been no resolution. 
  
  Sincerely,
  
  *************************

  Business response

  03/02/2023

  Dear Valued Guest, 

  We have contacted directly via email. 

  Sincerely, 

  Guest Experience 

*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. ↩