ComplaintsforNew York New York Hotel & Casino
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Complaint Details
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Initial Complaint
11/07/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I stayed one night, check-in on 10/28/2021 and check-out on 10/29/2021. I was told at the front desk that there was a $50 deposit for the room along with my other costs, totaling $106.95. I was told the deposit would be returned back to my card upon checkout. It has been more than a week since staying and I have never received my deposit back. I would like my deposit returned as soon as possible.Business response
06/08/2022
Business Response /* (1000, 5, 2021/11/09) */ Contact Name and Title: Michael *** Contact Phone: ********** Contact Email: ****@nynyvegas.com Good afternoon ***** ******, As a valued guest, we thank you for your loyalty and for also taking a moment to share details from your recent stay. Upon consulting with our front desk team and reviewing your folio, I have confirmed that your billing is correct and the amount that was being held on your credit card was released upon your checkout. Depending on your financial institution, it can take up to 7-10 business days to reflect in your account. You will be receiving a copy of your folio via email for your records. Please contact me if you have any questions.Initial Complaint
09/26/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Stayed at New York New York hotel on Las Vegas strip. Someone compromised our locked room. Stole my husbands *********, my **********, a new duffle bag with 3 pair on new jeans, 4 pairs of new sweat pants, 4 shirts and new undergarments. Hotel acted like we were bothering them with our complaint!! Only offered food vouchers!!?Business response
04/26/2022
Business Response /* (1000, 5, 2021/09/29) */ Contact Name and Title: Michael *** Contact Phone: XXXXXXXXXX Contact Email: ****@nynyvegas.com Good afternoon Ms. ******, My name is Michael *** and I oversee the Guest Experience Departments for New York-New York. My team and I have been entrusted by our senior leaders to address service-related concerns that should arise at our resorts.It has come to my attention that you are working with our Risk Management team regarding some of your personal property that went missing while you were staying with us. I would like to have a conversation with you to learn more about your experience. I will be reaching out to you within 24 hours. Sincerely, Michael *** Guest Experience Manager Consumer Response /* (3000, 7, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was reached out to one time to find out how we were doing but nothing since. I have left messages wit risk management but they have not been returned. We need to be compensated for he breach of security and our loss which seems to be taken lightly. Business Response /* (4000, 9, 2021/10/13) */ Good morning Ms. ******, I attempted to reach you today via phone so we could offer a resolution for your lost property during your stay and I got your voicemail. You are welcome to reach me at the number listed below, however I will be out of the office for a portion of the day today. I would much prefer to speak with you directly, so please let me know when you are available and I will be happy to call you at a time that is convenient for you. I look forward to your reply!
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Customer Complaints Summary
23 total complaints in the last 3 years.
5 complaints closed in the last 12 months.