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:04/01/2025

  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.

  I sent a two day priority, **************************** envelope to the Paris Hotel in care of my daughter ****** Brabenders name with a confirmation number for and her phone number on it. I even called the hotel before sending and they assured me that my daughter would get the envelope when arrived. My daughter continued to check at the front desk all day today and they were rude and could not help her and said they didnt haveit we had we even put an extra measure for it to be signed for for proof of delivery. It was signed and received at 1:5 and they kept telling her they didnt have it and then they said that the mail room closed at four even though it says it wasdelivered and signed for at 1:53 PM and never given to her That is mail fraud. It is a priority express **************************** piece of mail. I continue to spend over two hours on the phone talking with the most inept people Ive ever spoken to in my life and got transferred aroundat least eight times and disconnected for where nobody could help or come to a resolution and the package contained my daughters ID and they are in for my other daughters birthday and she needed her ID they had reservations. The whole trip was getting ruined by this where I pay for to be guaranteed delivered there and it was but they never gave it to her at the hotel. everyone I spoke to is completely inept and unprofessional and have no help whatsoever.

• Initial Complaint

  Date:03/25/2025

  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.

  At 4:30pm Upon arriving at Paris Las Vegas I attempted to check in on the kiosk. It informed me that my room wasnt ready. I read a message stating that Id be notified when the room was ready. In the meantime I tried checking in using the mobile app. I received notification that I needed to go to the registration desk. I got in the long line to see a live person. Her name was ********. She booked me in a room all the way at the end of the hallway due to it being considered nicer. Once I got to the room I discovered it was filthy! It hadnt been cleaned. It looked like a bachelors party had taken place. There were alcohol bottles along the outside entrance, an opened corona next to the bed and over 3 different empty food containers & dirty towels thrown in the floor. I took a quick video and made that walk back down to the front desk. After waiting in line all over again, a guy named ******* helped me after I asked to speak to his manager. She declined to come out and instructed him to change my room to an upgraded suite. I wasnt happy with the resolve but I gave it a shot. However, I noticed the jacuzzi wasnt properly sanitized. There were mild stains and a couple of pubic hairs from the previous guests. Needless to say Ive calmed in for housekeeping & management twice and 3 hours in no ones come to clean the jacuzzi. All of this time and energy was taken from me. My one night here was mostly waiting. I am highly disappointed by the level of service.

  Customer Answer

  Date: 03/25/2025

  I was t able to load the video, so I loaded a picture of the unclean room I walked from check in to the end of a hallway. Its over 1/2 mile. Then I had to go back because the room was not cleaned. 
  
  My new room had pubic hair in the bathtub. It took management 3 hours to send housekeeping. 
  Lastly, after 8pm last night, I received a call from the manager. He offered me $20.00 off. I was insulted. Its a very unfair resolve. My time and business wasn't valued. 
  

  Business Response

  Date: 04/10/2025

  Guest was fully refunded for room/tax/resort fees when they departed the property.

   

  Business Response

  Date: 04/10/2025

  
  Thank you taking the time to share your feedback on your recent trip to Paris Las Vegas.  You indicated that you were disappointed with the quality and cleanliness of our product.  We always aspire to provide family-style service and create memorable moments for all of our guests and are very sorry that you had this experience.  We have shared your comments with the appropriate teams for their immediate attention and will work to improve our guest service in these areas. 
  
  I am happy to see that your hotel room, tax and resort fees were waived prior to your departure from our property. 
  
  We value your patronage Shontaria, and hope to welcome you back to Paris Las Vegas soon.
  

• Initial Complaint

  Date:03/10/2025

  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.

  I booked a room for Paris Las Vegas. When I arrived I was told those rooms were not available. I was then booked into another tower in the ****************. I was not notified of this and I did not give permission for this. Upon entering the elevators it was apparent that there was no security for rooms. Anyone can come and go, no card reader at all. My room had single pane window directly above a night club. I could hear the words of the songs playing perfectly clear. When going back downstairs to get a new room the front desk staff was indifferent to my issues and just remarked that the night club would be open until 4am. I was put in another room that also had noise issues. My bags took 1.5 hours to get to my room. When retrieving my car I had to wait in the same line as the check bag line. It was 20 people long. It took me over an hour to get my bag and my car. I wasted valuable time and money. I had booked this room because I was interested in finding a hotel to visit while in town often and also joining the rewards program. I will not be returning. Not only do you lie to guests about the rooms but the entire experience was a logistical nightmare. I did not feel safe nor relaxed for the one night I was there. I have video proof from the room showing how loud the noise level was. I can provide this at request.

  Business Response

  Date: 03/11/2025

  Dear Ms. ********************* I would like to say thank you for reaching out and sharing your concerns. After reviewing your reservation, we do see that your reservation is booked for Paris ****************. You were provided the proper room location. We do have Security patrolling Hotel & Casino, but we do not provide security for assigned rooms. Regarding luggage service we have investigated the time that had taken from the moment your luggage was dropped to ********** services. Our recorded time started from 11:31pm and ended at 11:54pm which would allot our team member to go from origination of department *************** to location of room. We are truly sorry for your experience and noise disturbance coming from our neighboring buildings. We value your business and look forward to serving you better in the future.

  Sincerely,

  *. **********

  Paris Las Vegas Hotel Operations Department 

   

   

   

   

   

• Initial Complaint

  Date:01/13/2025

  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 stayed at the Paris Las Vegas hotel for three nights from October 15 to 18 2024.On check out we were informed that a smoke detector had gone off in our room the first night we were there, we were charged USD ****** for ******* husband and I are non smokers, we have never smoked in our lives. My husband has severe allergies (he's medicated for that condition) and cannot smoke.We invited hotel staff to inspect the room but they refused.We spoke to several people at the hotel and they all gave us different versions of the issue. The first ****** told us the smoke detector went off on the first day, another ****** told us it went off twice in two different days.We were in the room at the time the smoke detector allegedly went off, no-one was smoking, no alarm went off in the room.The issue with the smoke detector is either a malfunction, or a scam this hotel is doing. In fact, the Paris Las Vegas has several similar complaints for faulty smoke detectors in the Better Business Bureau and there are many cases online in websites were reviews are posted. The pattern is the same than in our case: non-smokers that stay at the Paris Las Vegas are charged a smoking alarm fee, hotel staff informs clients on check out and refuse to examine the room. See links below, including multiple complains filed with the BBB about this same issue. Again, my husband and I are non smokers. We have never in our lives used cigarettes or vaping.************************************************************************************************************************************************************************************* ************************************************************************************************************************************************************* **************************************************************************************************************************************************************** *************************************************************************************************************************************************************

• Initial Complaint

  Date:01/05/2025

  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.

  I had two rooms. On Dec 31st we went outside at 12am to see the fireworks. When we got back to the room, the room my mom and aunt were staying in wouldnt open. I went downstairs waited in line for a new key, didnt work. I called the front desk for assistance they told me security was coming. This went on for 4 hours, every time I spoke to someone I told them my mom would be in my room because I wasnt going to have them in the hallway freezing. I was calling for help every 45 minutes. The last call was about 3:15 am they told me the engineer was coming. This time I waited in the hallway for over 30 minutes no one came. I went back to check in they told me security came twice no one was there I told them that was a lie. I told everyone I talked to that we would be in 412 and they said they would send them there. She proceeded to tell me it would be another hour before security could help. I told her that was unacceptable, Ive waited long enough. At this point she got the supervisor, I waited outside the room with him 5 minutes. Security and the engineer were all of a sudden available. They discover the electric board in the door was bad. I was offered a waiver on my resort fees. They told me they would change the board in the morning when I was leaving the room call and they would come to make the repair. Left the room around 11am called them and came back after 4pm nothing was fixed. Now Im calling and waiting in line again. At this point I requested a full refund on both rooms. Since I had to be put out of my space every time something happened. I was denied and offered a better view which I declined. I told them the view wouldnt help with all of the stress. They were moved across the hall to a room where the tv didnt work. I had to wait for the night supervisor about the refund since I dealt with him previously. Again denied but I received additional food and beverage. I was also informed later they waived the resort fees on one room. I want a refund.

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 check in, I found the bed was filthy. The sheets were dirty, with sticky stuff all over the headboards and nightstands. I called down for room service to change the sheets and clean up, but the staff was incredibly rude and uncooperative. I had to beg them to send someone to clean the room. Then, I had the worst sleep of my life. I was next to the elevators, and the noise was unbearable.I didnt want to risk so I didnt complain. The next day, when I passed the housekeeper, she asked if I wanted new towels. I agreed, and she told me Id have to remove the Do Not Disturb sign so she wouldnt get in trouble. I did as she asked but requested she put the sign back up afterward. Coming back I found several people wandering around in my room. I overheard a man telling a woman to replace the Gatorade, but she told him it didnt need to be replaced because it was still there. As soon as they saw me, they rushed out. This felt odd, but I let it go. The situation worsened. After a night out, I was sleeping with the "Do Not Disturb" sign clearly on the door, when I awoke to someone in my room. I hid under the blankets and called out, Is someone there? 4 times before housekeeping finally answered from the bathroom area. I asked about the Do Not Disturb sign. She confirmed it was there and I asked her to leave. I was so shaken by this incident it was a completely traumatizing experience, and I was left feeling unsafe in the room. Come checkout day, I asked for a late checkout. The staff on the phone were incredibly rude, dismissing my request. I explained that Id had several issues during my stay and was just asking for a little extra time. After some back and forth they finally agreed to extend, but when I went to check out, they tried to charge me for the extra time. I had to remind them that it was supposed to be a ************ received a bill with a charge for a Gatorade I never used. Id had enough at that point and just took my bill and left, completely fed up.

  Business Response

  Date: 01/06/2025

  Bonjour,
  
  
  I would like to apologize for the breakdown in service that led to your less than amazing experience here at Paris Las Vegas. Your feedback is valuable, and I appreciate you taking the time to follow up on this.
  As a gesture of goodwill, the room, tax and resort fees incurred during the first night of your stay have been removed from your account and your card on file has been credited $132.02.
  
  While I understand this does not change the inconvenience you were caused, I do hope that you find this to be an acceptable way to show the disappointment I feel in not providing the level of service you should have received.
  
  Our team will also be looking into the issue further to prevent this type of breakdown for any future guests having the same issue.
  I have addressed the appropriate departments regarding these issues, and again would like to thank you for taking the time to provide your feedback with us.
  
  Merci.
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22756453
  
  I am rejecting this response because:

  I do not find it satisfactory with all the issues I had to go through. The bodily fluids and dirty room, the incorrectly charged items, the rude staff, the elevator noise, AND the invasion of privacy when I clearly had a do not disturb sign on. 

  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 02/04/2025

  Bonjour,
  
  
  I would like to apologize for the breakdown in service that led to your less than amazing experience here at Paris Las Vegas. After review I see your account was compensated a total of $132.02. Your feedback is valuable, and I appreciate you taking the time to follow up on this.
  
  While I understand this does not change the inconvenience you were caused, I do hope that you find this to be an acceptable way to show the disappointment I feel in not providing the level of service you should have received.
  
  Our team will also be looking into the issue further to prevent this type of breakdown for any future guests having the same issue.
  I have addressed the appropriate departments regarding these issues and again would like to thank you for taking the time to provide your feedback with us.
  
  ******** why here...

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22756453
  
  I am rejecting this response because;

  it does not accurately recompense the issues I experienced.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:12/06/2024

  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 November 11 I did a mobile order for breakfast. i received a message the order was ready an hour later. We stopped to pick it up and after 30 minutes they said they did not receive the order. I showed my phone and the manager came over. We had a plane to catch and the manager said it would take at least another 30 minutes so she would void the order. I was still charged. I have spoken on the phone at least 6 times to ceasars billing. They say they have expedited it through ceasars eats and continue to wait for the manager at the paris location to contact them. I asked to speak to that manager. They transferred my call and hung up on me.

  Business Response

  Date: 12/06/2024

  The customer has been contacted by the department and a refund was processed on 12/6/24. 

• Initial Complaint

  Date:11/19/2024

  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.

  Booked a room from 18 November to 19 November, 2024 at Paris Las Vegas which is a Caesars property. The room was clean and spacious. I booked this room because it was the renovated room. It was a long walk from Paris and is actually located at the Horseshoe side of the casino. The only issue I had which was a the heater keeps blowing cold air once it reaches the temperature it was set at. I set the temperature at 72 degrees. It blows warm air until it reaches that temperature. Once it reaches 72, it kept blowing cold air which blew right to a** making us get up throughout the night. We had to turn it off once it gets to 72 then once the room gets cold, we had to wake up and turn it back on to 72. We only stayed at this hotel for one night to try it out. I barely had 3-4 hours of sleep due to having to keep waking up. I explained to the lady at the guest service at 6:30 am and she said she is sorry and have someone fix it. I told her it's too late now because we about to wake up and start getting ready to drive back home it Phoenix which is a 5 hour drive. I stayed at ************* before and never had issues like this. All I was asking is to refund back the resort fees that I paid.

  Business Response

  Date: 12/05/2024

  Refund of $56.69 has been processed to guest credit card on file. I have emailed updated folio directly to guest. Please allow 5-7 business days for the credit to reflect on the account. Thank you. 

  Customer Answer

  Date: 12/06/2024

   
  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

  Date:11/12/2024

  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.

  I was a registered guest at Paris from November 6 to November 9. At check-in, I upgraded to the **************** and was assured by the front desk staff that it was a new extension of Paris. I was also told it was fine to leave my car with the Paris valet and that I would be able to retrieve it from either the Paris or Horseshoe ******** the early morning hours of November 9, while I was still a registered guest, I needed my car from valet. I waited at the Horseshoe valet for approximately 15 minutes, but no valet was in sight. I returned to my room and called concierge for assistance. I was informed that I needed to go back to the Horseshoe valet to scan my ticket, and that the valet would retrieve my car, but that it "may take a few minutes to get the car from the garage."I went back to the Horseshoe valet, but once again, there was no valet. I scanned my ticket as instructed by the concierge, but it said my car could not be located. I then walked over to the Paris valet, where several valets were working, and retrieved my car within minutes.After returning to the Horseshoe valet area to load my infant into the vehicle, I found that no valet was present again. However, my car had a Paris valet tag hanging from the wiper and another on the windshield. After retrieving my daughter from the room, I returned to the Horseshoe valet to find my car surrounded by cones. A large man then ran up, screaming that I had left my car in the valet zone and that it was being towed. I informed him that I was still a registered guest and that my car had been with valet for several days, but he accused me of lying.He demanded $40 in cash or threatened to have the police arrest me in front of my infant. He used expletives and spoke in an incredibly loud, aggressive tone. I was terrified and immediately drove back to the Paris valet.We had intended to enjoy the remainder of our stay, but were so disturbed by the incident that we gathered our belongings and left immediately.

• Initial Complaint

  Date:09/30/2024

  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.

  We reserved a Bordeaux King room. When we got our room it was a handicap room which we didn't reserve. We told the manager there was a mistake with our room they said that because we went through a third party for booking this is the room we got. The first picture is of the advertised bathroom and the rest of the picture are of the bathroom we received.

  Business Response

  Date: 10/02/2024

  Hello *****,

  Thank you for taking the time to share your experience with us. I was sorry to hear that your room request was not available at check-in and apologize for the inconvenience.  I can certainly understand your disappointment. The reason we ask for your room type preference is because we want very much to meet your expectations. However, inevitably, there will be times when the number of requests for certain room types far exceeds our capacity. I regret we didnt do a better job to accommodate you, even if we needed to move you the next day. I regret this made your stay much less enjoyable. 

  Kind regards,

  ********

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22352267
  
  I am rejecting this response because: The reservation was made in March of 2024.  It was not a last minute reservation, the hotel had plenty of advance notice of our arrival to set us up with accomodations as they had advertised.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/06/2024

  Hello *****,

  As stated in our website ***************************:

  Room Preferences

  "We will make every effort to fulfill your preference requests; however they are not guaranteed, as rooms are assigned at check-in.  Additional charges may apply for some requests.  For accommodation preferences for the physically challenged, please call us at *************."

   

  When the reservation is made or the method in booking a reservation does not determine availability at the time of check-in.

  Your preference was stated as king bed non-smoking in the Bordeaux tower.  Accommodation provided to you upon arrival was Bordeaux tower, king bed accessible room.  We regret not hearing your displeasure during your stay when opportunities to move to a standard accommodation would have been available. 

  Merci

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22352267
  
  I am rejecting this response because: the room we were given was not the same or even close to the room that was advertised, and the response from the desk clerk that this is what happens when you book with a third party indicates there is a bias against third party booking even though we booked months in advance to give plenty of notice we were still given a room you would find a a Motel 6.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/06/2025

  Hello *****,
  
  As previous communication was stated, when the reservation is booked the method in booking a reservation does not determine availability at the time of check-in. The reservation was requested for a king bed in the **************, which was provided to you upon arrival.
  
  We are sorry to hear of your dissatisfaction, however compensation would not be provided for this.
  
  Thank you.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22352267
  
  I am rejecting this response because:
  The room we were given did not represent the room that we were sold.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/04/2025

  Hello *****,
  
  As previous communication was stated, when the reservation is booked the method in booking a reservation does not determine availability at the time of check-in. The reservation was requested for a king bed in the **************, which was provided to you upon arrival.
  
  We are sorry to hear of your dissatisfaction, however compensation would not be provided for this.
  
  Thank you.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22352267
  
  I am rejecting this response because: We did not receive the room that was advertised to us on your website.  You took our reservation months before our scheduled vacation.  You got an inflex of business due to the conversations the same week and sold the good rooms for more money,  so you stuck me in the ******* room.

  So the enjoyment and memories are tainted do to this action and that time can never be replaced .
  
  Sincerely,
  
  ***** ********