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:02/11/2025

  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.

  2/10/25 got a players card, was given packet of instructions to insert players card into a slot and I had to put in money to see how much free play I received as a new member, so I put 20 dollars in at 1:35 pm. Said I had 5 free dollars, so 25 total. Slot machine malfunctioned, would not let me roll no matter which bet I pushed! Was helped by a very kind woman named ****, made to wait for a manager, she worked very hard to help me. Manager ******* came to me around 2:10 pm and told me I bet all 25, lost it, was lying to them and trying to scam 25 dollars back. I would never play a slot and just wanted to get the free bet money. I would love the 20 dollars back that I spent, but I mostly just dont want anyone else to have their money stolen by this scam casino!

• Initial Complaint

  Date:07/08/2024

  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.

  Date of Transaction: 06/27/2024 - 06/30/2024 $1500 The Business has not committed to provide any assistance. After speaking and explaining to the front desk manager, she said she cannot do anything about the matter and wouldn't even connect me to a higher authority. I am not able to connect to any higher authority to explain what has happened.There are 2 issues going; theft and ** damage for which I am being charged. The first issue leads to another therefore I have to explain in details what is going on. I have attached the details of the event as an attachment to this since the character count was limiting the description. Please take a look at the attachment for full details.For theft I have lodged a complaint with Hotel Security but there is no way for me to put in a complaint regarding the ** damage.

• Initial Complaint

  Date:05/06/2024

  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.

  I called the hotel several times to confirm the amount needed at check in. They mentioned a $100 deposit per stay/reservation. Upon arriving at the hotel, *****/Aril/***** foreign manager stood beside ***/***-a new employee and stated that there was a $200 deposit due, $$100 deposit per room/reservation. I explained to him that I had 1 reservation and also told him what his staff at the hotel told me along with the hotels.com staff, when I asked for the total fees and the breakdown of the fees. They each instructed that it was only 1 $100 deposit due, per my reservation. The terrible manager then said Expedia policies and wording is different than ours. I asked him to print out the hotel policy and it actually matched the Expedia/hotels.com policy. When confronted about the fact that he was lying and possibly mis spoke, he tried to cancel my reservation, demanded I pay $100 deposit for EACH ROOM. I actually recorded the conversation, and he began to get flustered and tried to call security to check to see if the video was deleted. I had already sent the video where it needed to go and then I deleted it. But I will be taking further action! Because it was lovers and friends festival weekend, and I wasnt solo, I paid the extra money but he should be FIRED because he is ripping people off and STEALING MONEY!

• Initial Complaint

  Date:02/20/2024

  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.

  I booked a room at the Palace Station Hotel for me and 1 guest for the night of Dec 11, 2023. I had to leave about 1 am for another important matter but my guest stayed for the night. The next day, after my guest checked out and left the room, she realized that she had left some personal items in the room. When she went back to get it the hotel staff refused to let her in the room because she was not a registered guest. After many attempts, I was able to call the hotel and speak to the front desk manager to verify my identity and my guest's identity and to allow her to get her items. Later the hotel Security called me and told me to ask my guest to meet them by the room. She did and I gave them verbal OK. Later I received an email receipt from the hotel and they have added $900 for Door Damage. I went back the next day and spoke with the front desk manager about the charges and she summoned Security. The security personnel explained to me that they found damage to the door. I asked him to review footage of the security cameras to prove it but he said they will not share it. He suggested that I dispute the charges. I disputed the $900 charge with my credit card co. (AMEX). They contacted the hotel and the hotel responded to the dispute and sent them some obscure pictures of the door damage. I requested that they provide proof that the damage was actually caused by my guest since they have complete security camera footage but they did not provide it. The Credit Card reversed the credit and applied the charges back to **** want to dispute the Hotel claim and get my $900 back. My claim is based on this: 1st, when Security were waiting by the room and they phoned me to verify my guest, they did not mention anything about door damage, neither to me nor to her. They simply gave her her stuff and let her go. 2nd, they need to review the video footage and attest that it was indeed her who caused the damage. There is no reason to deny me this right. I hope you can help me

• Initial Complaint

  Date:11/20/2023

  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.

  Last thing I would ever do is bring race in but I know for a fact this was racial charged issue. I've been here since Sat of last week. While looking for an apt this place is close to my job and everything was cool. That's until this morning. I was threatened, harassed and treated like I should be here because I requested to come down at 3pm to pay my new security deposit and resort fees. Yesterday while at work I extended my stay, called the hotel at 11:50 pm because check out is at noon. Explain what room I was in and that I would be extended. No problem. I was asked to come to the front desk when I arrived from work. This morning I extended, contacted front desk and said I'm a little sick I want to shower and I'll be down at 3. They said sure. I asked for housekeeping at 3. Next thing I know 2 security guards are knocking on my door saying you have to come downstairs right now. I'm sweaty and wanting to shower first because I didn't feel well. The white guard ************************* motioned with his has multiple like I don't care what you're saying you have to come with us!!!! I hit the roof. I called the front desk in rage. The manager ****** instead of apologizing and saying we'll see you at 3. He tried to explain how this was normal. It wasn't. This didn't happen yesterday. He then went on to say the security is giving you 15 mins to come down. Then begin to tell me he was going to charge me an late check out fee although I had another stay booked and I've been in the same room for a week. This is just the beginning of my wrath. I'm contacting corporate, priceline, and filing a formal complaint! I will never stay here again. I never got an apology or anything. Then when I come back to my room at 2 something I had to wait outside the room because the 3pm request for service wasn't given. They just told housekeeping I wanted service! ****** my not be a bad person but he's mostly definitely a bad manager with no customer service skills!

• Initial Complaint

  Date:10/02/2023

  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.

  I recently stayed here from 9/21/23-9/23/23. I checked in on the 21st with my boyfriend *************************, he is who the reservation is under. Him myself and my two year old daughter stayed here while we attended his brothers wedding. We didnt spend much time in the hotel on the first day and didnt even get into our beds until around 10 PM. After laying in our bed for about five minutes, I noticed that my nape of my leg, my back of my arm and my lower back were covered in bumps/hives. I decided to take a shower, not knowing what couldve caused the reaction. After hopping in the dirty shower my boyfriend wondered if it could be the sheets causing the reaction, to test the theory we help a towel to my arm whilst I was in the showernot even 20 seconds later my arm filled with red bumps. It became apparent I was having some sort of reaction to the sheets and towels. I have pictures time stamped and dated of what happened all over my body. As I stood in the shower not being able to fry off my boyfriend ran down stairs to inform someone on the staff and bought Benadryl from the hotel gift shop. The man my boyfriend spoke to said this is the 2nd time he has heard about a situation like this this month! My boyfriend came back to the room I took the Benadryl, wrapped my body head to toes and went to bed. The next morning was the wedding we were attending, housekeeping stopped by. I informed them that we are about to head out the door. Ask them to come by later and asked if they could bring fresh sheets after explaining my issue. Housekeeping never returned, and we never got fresh sheets, after a horrible trip with family problems. We figured I was checking out the next day. I just need to take the Benadryl wrap myself had to toe. I decided to call and file a complaint I was put in contact with the manager of palace station, who is very rude and snarky, and essentially told me what am I expecting to get out of this. Offered no resolution not even a sorry. Then was hung up on.