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:04/07/2025

  Type:Billing 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.

  We checked in this hotel on Feb 28, 2025 and checked out on Mar 1, 2025. We're asked to pay $55 resort fee and deposit. The morning when we're checking out, the hotel charged us $617.86 in total for falsely accused us of smoking in the room as the smoke detector detected a smoking event while we've been non-smokers our whole life. Plus, we didn't hear any detector went off. The only thing we did in the room was taking a shower and sleeping. We confronted with the frontdesk and they simply asked us to dispute with the credit card or contact the manager but the manager never showed up nor returned the calls. We further looked at the ****** reviews and BBB complaints, finding many people experienced the same issue. This hotel is an absolute scam.

• Initial Complaint

  Date:03/26/2025

  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.

  I got a hotel room at this business and paid a 300 dollar deposit for the room. They have not released my deposit, but have told me repeatedly that they have. My cardholder claims they have not. They now, will not even answer the phone for me. Seeking my deposit back. Note - there was nothing required of my deposit (room damage, etc. ) and they have confirmed this

  Business Response

  Date: 03/26/2025

  Hello,

   

  Our system shows the hold was released on 3-21,25.

  Have your bank email us at res1@oyolasvegas,com.

  Thank you

   

  Customer Answer

  Date: 03/27/2025

  To the agent:

        Above, please find the 2 screenshots of my cardholders response to my inquiry as to why the deposit has not been returned to my card. It is apparent that OYO Casino is not being truthful about releasing the funds. I would like to express my gratitude for your assistance, thus far, in this matter-

  Warmest Regards,

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

  Customer Answer

  Date: 04/10/2025

  Personnel:

  This matter has NOT been resolved! I apologize as i was not aware, but i will maintain contact and watch for your correspondence. Once again, this matter has NOT been resolved

  Business Response

  Date: 04/11/2025

  Hello,

   

  Guest responded to the Hotel that their deposit was pending with their bank and not he Hotel.

  The matter was resolved directly with the Hotel.

  Again, the Hotel has released their deposit.

   

• Initial Complaint

  Date:03/17/2025

  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.

  on February 27 - March 1st I was a guest at the *** hotel and casino. I believe I was quoted a $266 total price for the two days. upon check in I was told there was a $300 security hold on my card which was fine with me. I was also told I had a non smoking room I asked for a smoking room and they said it would $20 a day to smoke in my room and I declined the additional fee because smoking isn't that important to me anyway and I didn't mind the excuse to go down and throw a few bucks in a machine. my stay at this place quickly turned to my biggest nightmare. I found myself trapped up on the 12th floor because not one of the elevators was running the first time I went to meet my boyfriend in the lobby. I started to panic because I am absolutely terrified of heights elevators and fire I started imagining the worst in possible scenario.... I was aout to the 6th floor when I again went out of the stairway to see if the elevators were working and I had no luck again. so I'm I continue died to the bottom for where I'm was let me out a side exit on the other side of the building. when I finally made it back in in inside the casino and found my y boyfriend ** here was a chaotic mess at the elevators and new sign that said they were being repaired. aro I'm and the charger I on heard condition and there was an argument between patrons and a security officer because they were being to loud waiting for their turn on the service elevator, e only one for the entire tower. 19 floors it took ************************************************************************* the other tower before I reached my room. and it never got better that's what it was Everytime I left my room and yet I still did not smoke in my room I followed the rules and this establishment charges my card $783 upon my check out stating I smoked in my room. I absolutely did not and I'm a local who took a two day staycation to rest from some tragedies in my life. I can't afford this $500 false charge.

  Business Response

  Date: 03/18/2025

  Hello,

   

  I have attached a copy of the report that our system generates when there is a smoking, vaping or E-Cigarette incident detected in a non-smoking room.

   

  I have adjusted the 2 nights of resort fee in the amount of $101.92 for the service issues with the elevators.

   

  Thank you

  Business Response

  Date: 03/18/2025

  Hello,
  
   
  
  I have attached a copy of the report that our system generates when there is a smoking, vaping or E-Cigarette incident detected in a non-smoking room.
  
   
  
  I have adjusted the 2 nights of resort fee in the amount of $101.92 for the service issues with the elevators.
  
   
  
  Thank you

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23071625
  
  I am rejecting this response because: I need further information regarding the smoke detection system you are using.  Either this is a bogus report or a very broken smoke detector. You're seriously trying to tell me that on March 1st the morning I'm to check out , aware of an inspection with $300 on the line, that I'm sitting there chain smoking until I depart for check out? What kind of idiot would I be to do that? what about the rest of the time in the room? where's that report? I have read many complaints and this subject specifically gets mentioned in nearly every single complaint. I believe you're either running faulty equipment or making fraudulent reports to collect the money for your absurd smoking fee. I would bet the amount of money you've collected erroneously is quite substantial. possibly even warranting a class action lawsuit. There is a third option and that's that maybe the pollution level is so high that when the windows are open it causes a carbon monoxide level to be read or whatever they test for. whatever it is I'm challenging it because I did not smoke. my lawyer is **** ****** in the ******* ****** law firm I will talk to him and see how to go about this.  You also mentioned adjusting the resort fees for an amount of $102. but there has been no credit to my account. 
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 03/23/2025

  directly outside our window is the site where Tropicana hotel used to be. the days we were there there was construction consisting of heavy machines digging up dirt piles and moving them. and there was a ton of dust in the air. after doing some research it makes perfect sense that the detector was giving a false positive because of the dust in the air. we had the windows open but we did not smoke anything in that room.

  Business Response

  Date: 03/26/2025

  Hello,

  The devices will not be triggered by dust or steam.  They specifically detect smoking, vaping, or Electonic cigarettes.  I have sent the report to the company that owns the technology to review the report.  This review may take up to 7 business days for a response.

   

  Thank you

   

  Customer Answer

  Date: 03/31/2025

  I have been briefly given a consultation on this matter and I have been advised that I should also be able to present my evidence and address the company you've submitted this report to.  I've also been advised to ask if smoking was detected why security wasn't immediately sent to my room to address the issue. It is at that time the claim of smoking it calling could have been disproved. Also , can it be proven that you actually use $500 to 'clean a room that you believe was smoked in when the room itself smells of urine and smoke even prior to my arrival? and I've read a lot of information on this and there are lots of th ok hs that can cause an inaccurate reading. . 

   

  it'sm

  Customer Answer

  Date: 04/11/2025

  I have been waiting two weeks for the outcome of this company analyzing my smoke sensor report. I highly doubt it matters to you but this unexpected blow to my bank account has caused a Domino's effect of financial destruction. I could not afford to be overrated $10 let alone be drained by an unwarranted $500 smoking charge. I've requested the name of this smoke sensor company and there was no response. It's only right that I'm able to do my own research and also I would like proof of your hotel servicing and doing proper maintenance and upkeep if these machines because I keep reading reading and the number of people making the same claims it's unreal. Clearly there is something a miss . So these reports of smoking are making your company a lot of money. There's no possible way that many people are making this up  

  ot of money. so either your machines are faulty or your just outright making fraudulent claims and robbing the back accounts of your patrons. you told me it would be 7 days for a response. and still nothing. I will have no choice but contact media outlets and my attorney whose been on stand by. 

   

  Business Response

  Date: 04/29/2025

  Hello,

  We did remove 2 nights resort fee for the issues the guest has described in her complaint.

  We do not remove smoking charges, and I have attached a copy of the report that is generated when a smoking or vaping event is detected in a guest room.  The guest can dispute the charge with her card company, but we do not remove these charges.

  Thank you

   

   

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23071625
  
  I am rejecting this response because:
  
  This business is clearly involved in the most shady scheme Ive ever seen. The amount of complaints claiming the same thing is something that should at the very least be investigated. I lose $500 that I counted on for monthly expenses because this business believes it needs to rob its consumers in order to stay afloat. Perhaps if someone actually did something about this then I would be satisfied. Sincerely,
  
  ******** ******

  Business Response

  Date: 05/07/2025

  Hello,

   

  We do not remove the smoking fees; the guest can dispute this charge with their card company or bank.

   

  Thank you

  Customer Answer

  Date: 05/07/2025

  This attached report is not even real. Its been created from a template. Theres not even a business listed on this document.iI should have been given the right to challenge this report with the manufacturer of this sensor.! But theyve refused several requests for the companies name. I Will not rest until this company has to pay back every single person its taken advantage of in this way.

  Customer Answer

  Date: 05/07/2025

  This attached report is not even real. Its been created from a template. Theres not even a business listed on this document.iI should have been given the right to challenge this report with the manufacturer of this sensor.! But theyve refused several requests for the companies name. I Will not rest until this company has to pay back every single person its taken advantage of in this way.

• Initial Complaint

  Date:03/10/2025

  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.

  OYO hotel charged us $566.90 for a smoking fee, even though we did not smoke and even the front desk clerks and security admitted they believed that we did not smoke. I was staying at this hotel with my Girl Scout troop. One girl flat ironed her hair in the morning, and they said that may have triggered the alert; however, they were unable to reverse the charge. They said only the manager could do that but she did not respond to any calls or emails. We were told to file a dispute with our bank, as that is the only way to reverse it. Unfortunately our bank was also unable to help us. For a business to have no way to correct what is obviously an erroneous charge seems suspect. I did see that many others had the same experience, where they were charged for what seems to be a faulty sensor and OYO said they could not remove the charge. We even had a girl with asthma in the room in question, so there is no way we would ever smoke. If they had gone into the room to verify, they would have seen no smoking paraphenelia, and noticed there was zero smoke smell. The notice was delivered much later, but if security had come when we were still there would could have proved it was just a girl flat ironing her hair. The only recourse they gave us was to fill out a statement, which I'm sure they ignored. We are still trying to dispute the charge with the bank, and OYO still refuses to answer any emails.

  Business Response

  Date: 03/14/2025

  The event occurred on 1/6/25 at 8:20am in room 252.  We do not adjust the charges but the guest can dispute the charge with their credit card or bank,  

   

  THank you

  Business Response

  Date: 03/17/2025

  The event occurred on 1/6/25 at 8:20am in room 252.  We do not adjust the charges but the guest can dispute the charge with their credit card or bank,  

   

  THank you

• Initial Complaint

  Date:03/07/2025

  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 booked a hotel room and stayed at ***************************************************** from June 15th 2024-June 17th 2024. I authorized a payment of $101.92. After leaving the hotel I noticed my debit card was actually charged for $555.44. I contacted the merchant multiple times and they continued to refuse to refund my $453.52.

  Business Response

  Date: 03/18/2025

  Hello,

  The charge in the amount of $453.52 was for a smoking fee detected during the guest's stay.

  The hotel has a system in place that detects smoking, vaping or electronic cigarette usage in a non-smoking room.

  A copy of the report is attached, we do not remove these charges.

  Thank you

   

   

   

  Business Response

  Date: 03/18/2025

  Hello,
  
  The charge in the amount of $453.52 was for a smoking fee detected during the guest's stay.
  
  The hotel has a system in place that detects smoking, vaping or electronic cigarette usage in a non-smoking room.
  
  A copy of the report is attached, we do not remove these charges.
  
  Thank you

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  Hello,On January 18th, I stayed one night at the Oyo Hotel in Las Vegas. The room was booked through an agency, and a $300 deposit was charged to my account.On January 25th, I emailed the hotel to inquire about the refund of this deposit. They responded, stating it would be refunded. However, I noticed that the amount had been permanently deducted from my account.When I didnt receive any further updates, I followed up again on January 28th and contacted Navan support, who reached out to the hotel on my behalf. Navan obtained an invoice indicating that the $300 had been charged as a "smoking fee." I want to emphasize that I never smoked inside the room.On February 4th, I requested the hotel provide evidence to support this claim, but I received no response. I followed up again on February 12th, but I am still unable to get any reply from them.I believe this $300 charge is unjustified and request a full refund as soon as possible. I am seeking assistance from the BBB to resolve this matter.Thank you for your help.Sincerely,****** Rmusat

  Customer Answer

  Date: 03/04/2025

  Dear BBB,

  Just want to inform you that after some others exchanges, I have finally received the refund for the fee.

  So this folder can be closed.

  Thanks a lot and have a nice day.

  Best Regards

  ****** Rmusat

• Initial Complaint

  Date:01/31/2025

  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.

  Is ABOUT staff or anyone else from your company, they took or stole a personal item of my own property, from the room.And has to be pay back or find to cover the amount of this item.

  Business Response

  Date: 03/05/2025

  Hello,

   

  I did not locate the reservation and would need more information about what property is missing from the room?

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22883035
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 03/10/2025

   

  Currently reserved at OYO HOTEL & CASINO LAS VEGAS - CONFIRMATION #LVOYOH135055816

  FROM: 01/16/2025 to 01/18/2025 on my name ******* ********

  Business Response

  Date: 03/26/2025

  Hello,

   

  Again, I am not familiar with this incident, please specify the exact item that is missing.

   

  Please reach out to our Director of Security-****** *** ----- *********************************** and he can assist you with this matter.

   

  Thank you

  Customer Answer

  Date: 04/10/2025

  I sent all info to that Hotel and they, looks like the don't want to be responsible for this, so sad incident, was reported to the front desk and the personal from the desk say, reported to security staff... I did all step by step, and now all Hotel *** they don't want to be responsible for this incident. The reality is all personal on this company all together stealing something from me, Yes so sad, but the truth is the truth. 

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair 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.

  We went to OYO Hotel and Casino for the night, and had to leave because the place is hazardous and a danger to our health. The hygiene was so poor, it could potentially even give you a disease. It's extremely unsanitary and that's just the bathroom alone. There were crumbs on the bed and we didn't stick around to look for bugs. Whatever was in the air was really strong and made my husband's nose bleed. They still refused to give us our deposit back even though we did not even stay due to health and safety concerns.

• Initial Complaint

  Date:01/16/2025

  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.

  Upon arrival during check in on the night of December 16, 2024 there was a employee (short in height, spanish ethnicity with a whole lot of tattoos, standing about 5ft 3 or 4 if i had to guess) at the front desk who collected *********************************** 3454 who assured me that 300 of the 650 I gave her was a deposit and would be returned on check out day. We'll that's the problem I'm having because my stay was from 12/16/24 - 12/23/24 and today's date is 1/14/25 and after many attempts to find out why I'm still yet to receive my deposit of ****** I've been giving the run around, hung up on many times by the front desk manager and I'm still yet to receive my money back from the company, and its even gotten to the point where today they hung on me and stop answering the phone immediately afterwards and I was unable to get through to them at all again.

  Business Response

  Date: 03/05/2025

  The deposit in the amount of $300 was released on 1/08/25.  The payment for $350.96 was for the daily resort fees.

   

   

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair 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.

  Clogged tubs and sinks, Elevator wires exposed. None working elevator. Unsafe stairway. Rooms doors not closing completely. Unsafe conditions.

  Business Response

  Date: 03/05/2025

  Guest received a full refund for their stay.

  Customer Answer

  Date: 03/06/2025

   
  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,
  
  ****** ********