ComplaintsforParis Las Vegas

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a local and expect better consideration from these giant casinos when it comes to customer service. On Saturday evening, I parked at the Paris self-parking garage to go see a friend of mine perform in the cabaret show on the casino floor. I didnt anticipate paying a dime for parking because I knew I would only be on the property for an hour or soadditionally, upon arrival, the ONLY visible sign at the garage entrance detailed a menu of parking rates that included FREE PARKING for Nevada residents up to three hours time. As to be expected, I approached the garage exit after only having parked on the property for 1 hour and 30 minutes; well within the three hour limit. The machine still tried to charge me $35 for parking, to which I dialed the assistance on the machinea man answered, and I explained that Im local and was only at Paris for an hour and a half. He claimed Unfortunately were not offering discounts tonight. To this I argued that if I had known that prior to pulling into the garage, I wouldnt have parked here in the first place. He snapped back at me and claimed that there are definitely signs out front that already say this to which I argued No, there definitely wasnt. The ONLY visible sign was the regular menu of parking rates. He proceeded to offer me a discount, which meant I still had to pay $15 for parking. The bottom line here is quite simple: resorts on the Strip are allowed to scam their guests and make erroneous claims about signage that dont exist, which is false advertising and deceitful to locals, who support the local economy. I will never visit the Paris again or give a cent of my earnings to their property, and Im poised to do the same with all Strip resorts. They have all become so unkind and inconsiderate of locals, its not worth my time or money. Good riddens.

  Business response

  07/23/2024

  Dear valued guest, 

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced during your recent visit to our property. We greatly value our local guests and appreciate the business they bring.

  Please know that your feedback is important to us, and we are taking steps to ensure that such issues are addressed promptly. We hope to have the opportunity to welcome you back and provide you with a better experience.

   

  Sincerely,

   

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Alarm going off in hotel elevators not working. At first couldnt find stair *****. Called for assistance and no one came. Finally found stairwells and blocked by construction and doors locked on floors. Finally got to front desk and lady very rude. Spoke to manager who called security. They were indifferent to our complaints and had no compassion. Kept arguing that stairwells werent blocked. Horrible experience.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked our stay at the hotel back in November for the dates of May 29th-June 1st. Upon arriving we checked in and no issues. When we got to the room we later found a note in the room saying there was construction across from us that would cause noise issues and will have to keep our blinds closed if we didnt want the workers to see into our hotel room. The next day we woke up to loud banging at 7am in the morning. We went to the front desk immediately to see if we could have a room change. We were offered a room with less value than our current room so we chose not to go that route. They offered us to refund us the full amount of the resort fee for the inconvenience which was around $140 which we agreed on. When it came to check out I noticed I was not getting the full amount reimbursed. I asked why I was not getting the full refund and she said it was only for 1 night only not the full amount. I told her that this was not told to us when we came to the agreement which was for the full amount. They said it was only for 1 days and thats all. Which was only like 35 or 40 dollars.

  Business response

  06/18/2024

  ******************,

   

  I apologize for the inconvenience. It is unfortunate that it takes some construction to continue our ongoing growth and rejuvenation.

  I have credited the remaining fees on your room to include the 2nd and 3rd nights resort fee as well as the early check in fee for an additional $132.55. I am regretful for the misunderstanding.

   

  Thank you for allowing us the opportunity to assist you,

   

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Reservation ID ************ - At check in we asked for a view of the Sphere since we were in town for concerts. The desk agent said no problem but there will be an up charge for that room type which we agreed to he then said let me go check with the manager to make sure this upgrade was available. He came back and said I have good news we have the room you requested ready now and theres no extra fees.We said great and tipped the desk agent. He then sends us to this room in the ***************** wing we drag all our luggage there only to find there is no view at all that we requested. We go back down to Paris front desk and the same agent says O I thought there was a view from that room says he is sorry but that room type is not available. I ask for the manager who the agent calls and the manager refuses to help. I ask for the manager to come out and talk to us the agent gets back on the phone with him and then says he isn't coming out to talk to us he doesn't have the time . I said to the agent you said you would give us the room we requested with this specific view. He then lied right to our faces saying I never said that. Basically calling us liars to our faces . Very poor customer service and how is a manger too busy to talk to a guest after the guest ask repeatedly to ask to speak with a hotel manager. We were giving a dated room with no view and very bad customer service.

  Business response

  06/17/2024

  Email has been sent to respond directly to the business for follow up.

   

  Customer response

  06/18/2024

   
  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

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing a complaint against Paris Hotel, operated by ******** Resort, for my stay from April 6 to April 10, 2024, under reservation number ************. Despite paying $1752.62 ($438/night) for a room in the advertised luxury ****************, my actual accommodation was in a building in a completely different hotel requiring a lengthy walk through another property. This building, misleadingly associated with the Paris Hotel, bore no resemblance to the promised Parisian luxury, significantly detracting from our experience.The external and internal discrepancies, including minimal efforts to align with the Parisian theme, amounted to false advertising. Additionally, an offered upgrade provided a view of the **************, accompanied by disruptive noise, further diminishing our stay's quality.Efforts to address these concerns with both the **************** Desk in the Horseshoe and the Main Paris Hotel staff were met with dismissal, without any attempts at resolution or compensation. Notably, the rate for the actual accommodation was significantly lower at $162/night for the same room on Horseshoes website, highlighting a gross disparity in value for the price paid.This complaint seeks a resolution for the misleading representation and the disparity between advertised and provided services, requesting appropriate compensation for the discrepancies experienced during our stay.IMG_2654.jpg attached is a pic of the building I stayed in IMG_2664.jpg Marketing pic from Paris Hotel showing the outside and does not include the tower I stayed in.

  Business response

  04/26/2024

  Thank you for reaching out to us regarding your stay at Paris Las Vegas.
  
  Please contact us at ************ so we can better assist you.
  
  Sincerely,
  
  ******* - Paris Front Desk

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a room at the Paris ******************************** on 2/14/2024 and received confirmation by email I was staying at Paris Hotel. When I arrived around 7pm I was informed by front desk my room was at the ***************- not in or at Paris- as that is where their **************** is located. There is no disclaimer or notification disclosing this when booking on the website and this clearly appears to me as false advertising and a material omission of facts as to where Paris rooms are located. Had I known prior to booking that the room was actually in and at ********* I would have never booked it. At check in I told the clerk I wanted to stay in /at Paris as that is what I booked and they said sorry, can't do it and the room charge at that point and hour was nonrefundable. Seems like blatant false advertising in my opinion.I have reported the situation to the *** to determine if this is misleading advertising and the *** indicates on their online guidelines to dispute the charge with the crecit card company, which I have done but Paris is fighting it. I want my room stay refunded as I booked at Paris Hotel, got confirmation I had a room there, only to find out rooms are actually located physically in another hotel.Checkout email sent to me also confirms I was not staying at Paris as the notice came from the Horseshoe.In my opinion, Paris needs to fully disclose where these rooms are physically, to potential guests, and stop advertising them as Paris until such time they are actually physically located within Paris- if ever. I expect a refund for being, in my opinion, lied to that my room was at/in Paris when it was not physically in Paris. Paris may "own" these rooms on paper , but guests are being gaslighted, in my opinion, into staying next door at what I consider a lower rate hotel which I did not want to stay at nor chose to stay at. I booked at Paris- I expected to stay IN Paris, as any other rational person would assume. I want my room fee refunded.

  Business response

  04/26/2024

  Thank you for reaching out to us regarding your stay at Paris Las Vegas.
  
  Please contact us at ************ so we can better assist you.
  
  Sincerely,
  
  ******* - Paris Front Desk

  Customer response

  04/29/2024

   
  Complaint: 21536602
  
  I am rejecting this response because:

  I called the Paris Hotel as indicated in their initial response and reached an overseas operator who indicated that there was no way to connect me with ******* at the front desk. Therefore, in my opinion, this is totally an inadequate response, obviously, since the action indicated cannot be accomplished. The Paris Hotel Las Vegas needs to put their response in writing as I cannot reach the person by phone indicated in their initial response.    

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

  Business response

  05/14/2024

  Guest booked Paris' newly remodeled **************** directly thru our site and checked out the following day.

  Had guest expressed their disappointment with the accommodations at the time, PLV would have gladly cancelled the stay and provided a full refund despite our 72 hour policy.

  This stay will not be refunded.

  Customer response

  05/15/2024

   
  Complaint: 21536602
  
  I am rejecting this response because:

  I indeed did express my dissatisfaction, vehemently, at the time of check in and requested to stay IN Paris Hotel , as I booked, paid for and  received confirmation of.  I was told by the desk clerk that sorry, the rooms in the **************** are in the *************** and that there was nothing that could be done-nothing!  She refused to place me inside the Paris Hotel as I booked, per my confirmation and requested. The desk clerks only advise guests upon check-in that the rooms are in the Horseshoe.  No refund option was given; the refund option was not made available. Never was I advised that I could get a refund by the clerk. Per my booking document, and Paris Hotel's own website and cancellation policy, this statement is not true - the website and booking information contradicts this. The offer of a refund was never made to me, and, in my opinion, is a fabrication after the fact, as their cancellation policy is clearly indicated and is not what they are stating in this response, and certainly wasn't made available to me when I expressed my complaint upon check-in.  I am asking for a refund as I was not staying AT and IN Paris Hotel as booked- The **************** has no physical connection to Paris at this time as the renovation that I now read Paris is doing to make this Tower EVENTUALLY part of Paris has not been completed in any way.  In my opinion, this is very misleading and I was misled by Paris' Hotels own booking website into believing that my room would be INSIDE Paris Hotel. No disclaimer was indicated that **************** rooms are actually inside the *************** at the present time, and, as a news article that I read in April 2024 states, the Tower has not moved an inch from the **************** 

  I was not offered a refund option nor was I staying INSIDE the Paris Hotel, as booked and requested, and paid for but instead I was placed inside the *********************, without my consent and with no refund option,  which currently is in no way connected to Paris Hotel physically at all, with no options otherwise. It is in fact a ten minute walk from these rooms to the Paris Hotel NEXT DOOR. Guests in this **************** are staying inside, physically, the *************** and enter and exit from the ***************. In my opinion, this is gaslighting at its best.  The connection to the Paris Hotel is only lip service, I believe,  to try and make guests believe they are staying in Paris  which no logical individual would believe. The **************** rooms are only accessible within the ***************- so you are staying in the *************** if you are placed in the ****************. That is an indisputable fact. Staying in the **************** rooms is literally staying inside the *************** with no access to Paris Hotel unless a guest leaves the Horseshoe. This Paris Hotel needs to be transparent as to where these rooms actually are at the present time so-as not to mislead guests. The **************** rooms are wholly and completely inside the ****************    

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

  Business response

  06/03/2024

  Please see below for a press release provided to news outlets in May of 2023.
  

   

  ********************* plans to remodel a hotel tower at the Horseshoe and make it part of the adjacent Paris Las Vegas.
  

  
  The company said today it will renovate the ************* and integrate it into the neighboring property as the *****************
  The $100 million-plus project will add 756 luxury rooms to Paris Las Vegas, with a new pedestrian bridge connecting the renovated tower to the resort, the company said.
  The renovated rooms are slated for completion in late 2023, with the pedestrian bridge to follow in early 2024, the company said.
  The addition of the **************** makes Paris one of the largest resorts in the heart of the ****** ********************* said in a statement.
  The interior and exterior will be completely reimagined and transformed into some of the best rooms in Las Vegas, he said. When it opens this fall, our guests will have easy access to the incredible restaurants and gaming options they have grown to love at Paris Las Vegas.
  The **************** will feature some of the largest standard rooms on the ****** starting at 436 square feet, the company said. Select rooms will offer new 55-square-foot balconies.
  

  
  

  Customer response

  06/04/2024

   
  Complaint: 21536602
  
  I am rejecting this response because: 

  Guests staying at your hotel are not informed on the booking website, nor prior to arriving with a booking, that the **************** is not in any way currently connected physically to the Paris Hotel nor inside the Paris Hotel. Why is Paris Hotel not being transparent and indicating upfront at the time of booking that the **************** is wholly and completely inside the *************** at this time- that there is no pedestrian bridge connecting this Tower to the Paris Hotel and that a guest is -in reality- staying inside the ***************?  You can gaslight all you want but the reality is the **************** remains inside the ***************, and, as the news articles also state, in 2024, it has not moved an inch from inside the ***************. The Paris Hotel needs to come clean, so to speak, and be transparent that this Tower is still wholly and completely inside the *************** and, until  Paris Hotel does this on their booking website, it is misleading to guests as the website when I booked and received confirmation of my booking said I would be staying in the Paris Hotel- which I was not. My room was wholly and completely inside the *************** in the **************** which has no connection physically, whatsoever, to the Paris Hotel right now other than in your what I would consider delusions and future plans.  This, in my opinion, is misleading. I believe I was misled, as most people would be from your booking website, and was deceived into believing , at the time of booking, that I would be staying inside the Paris Hotel. Only upon arriving was I told, by your front desk clerk mind you, that I was staying inside the ***************- their exact words! So apparently,  your own front desk staff haven't been persuaded into thinking that the **************** is in Paris, they know the reality- it is in the ***************. I did not stay in the Paris Hotel and the **************** is currently wholly, physically and completely a part of the ***************, and until you start being honest about that fact, rational people, like myself, will call the Paris Hotel out on what I believe, in my opinion,  is misleading advertising and a deceptive business practice and quite possibly false advertising, but that is for the professional organizations, like the FTC,to determine, not me. All I know is I felt misled and I want a refund as I would have never booked this Tower had I known it was in the *************** and I wasn't told that until arrival at check in and then was told it was too bad, no refunds and that is where I had to stay- and no refund offer was ever made when I expressed total dissatisfaction with this misleading situation and was not given the option of a refund. I am demanding a refund as I fully believe I was misled and any rational person would consider the same, in this scenario. Paris Hotel is not being transparent, likely, in my own opinion,  because management knows it would affect bookings. I would  not have booked this room if I had known  the real reality that physically the room was not in Paris but was inside the ***************. I feel this is a material omission of facts, Guests book rooms without sufficient knowledge of the real situation and Paris knows the real reality of where this tower actually is -inside the ****************  This, in my opinion, is a deceptive business practice and, due to this fact, that I feel I was misled and indeed, was misled into believing that the **************** was in the Paris Hotel at the time of my booking , which it wasn't and still isn't to this day.  I want a refund.  

  Respectfully,

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

  Business response

  06/18/2024

  ******************,

  I am sorry you did not enjoy your stay with us. Our rooms in the ********** are newly renovated and a larger product than our original rooms.

   I appologize this has not been rectified. I have reached out to our accounting department and asked for your charges to be refunded. You should see this credit within the next 10 business days.

  Customer response

  07/01/2024

   
  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. Paris Hotel credited my card so I can close the case. Thanks and, also, thank you for your assistance throughout this process
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We decided to get married, after reviewing many options, we found the most convenient for our interests a package at the Paris hotel called "Mon *****" which explicitly included among several things, some that were not fulfilled and I still get no response, which has my wife and I very UPSET by the little or zero seriousness to my multiple emails. Part of what is included in the package is a "Wedding Coordinator" this person is *************************, who responded to my doubts, always late but I had to be constantly chasing her. The day of the event she was not even there, she did not show up and there was no follow up to know if everything was going well. The package included a "professional" photo shoot which included 3 professionally printed photos and a $90 photo credit. As well as a downloadable HD video of the ceremony. Today, one week after the event, my wife and I are back in ****** (where we live), and we havent received ABSOLUTELY NOTHING, we have sent multiple emails to Keyjana and they have not resolved anything, we have no pictures, we have no video and we did not get the 3 PRINTED pictures. It was an extremely important event for us, and NOT HAVING ABSOLUTELY NOT ONE SINGLE PHOTOGRAPH makes us very frustrated and upset. We demand an immediate response, since on our side we complied with everything that was required of us, including the payment, which was not pennies. I'm tired to send emails without getting any solutions at all.

  Business response

  04/08/2024

  Good *************************,
  
  Thank you for reaching out in regard to not getting a follow up from our wedding coordinator ******************.I apologize this has happened, and I would like to have upper management take over this issue moving forward. Our Chapel Manager *************************** will follow with you tomorrow with a call in regard to your concerns. I have emailed you in a separate email correspondence to get your best contact information dnd set up a call tomorrow.  
  
  
  Congratulations on your marriage and I hope your honeymoon in ****** was amazing!
  
  
  Warm Regards, 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I booked 2 x rooms for the 03/28 to 03/30/24. One room was for my family & the other room was for my cousins (2 x adult). The room my cousins checked into was room 3069 . On 30/3 approx 11am, at checkout room 3069 was charged an additional charge of approx 550 USD. We spoke to ********. When asked about the additional charge, she advised the fresh air smoker sensor in the room detected some sort of tobacco in the room approx at 8.28pm on the 28th of March. This was a shock as both my cousins do not smoke or vape or use any marijuana. We asked ******** if she could print the invoice/receipt for our records she advised she could not. we wanted to prove to them about the sensor being wrong & she advised the system is 100% accurate. She said she will ask security to do a check of the room time stamp. Another manager stood with her and confirmed what she had said. We mentioned this was an unauthorized transaction and she said the hotel tried to contact the room at 9pm that ********** did not answer. And no further contact happened from the hotel end after that until we spoke at checkout. At *****pm ******** said that according to the email from security we were in the room when the sensor alarmed. She did not show the email proof to us. she called **** , hotel manager. **** said theres nothing he can do. We repeated to him that we are not smokers at all and advised him that if we were smokers than that alarm would have gone off multiple times throughout our 2 night stay. They did not show us the report for the next 48 hours. **** than gave us the report for the fresh air sensor for the 28th March. We asked how to dispute and he said there is no process and this is the final decision, he then called ************** who is a hotel manager. Upon ****** approaching he was dismissive and before I could speak he repeated the same as ****. He continued to say he would say the same as ************* want to add more frustration to us & said he is terminating the conversation.

  Business response

  04/26/2024

  Thank you for reaching out to us regarding your stay at Paris Las Vegas.

  Please contact us at ************ so we can better assist you.

  Sincerely,

  ******* - Paris Front Desk

  Customer response

  04/29/2024

   
  Complaint: 21511840
  
  I am rejecting this response because:

  when Speaking to staff they do not follow through. I would like a response in writing. And a copy of my invoice to be sent as they have refused to provide this at checkout when trying to understand the charges. 

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

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We booked 2 nights (Mar *****, 2024) at the Paris ************ for business to attend an expo. We arrived at the hotel and waited in the extremely long checkin line for approx 40 minutes. When the line did not move, we ended up standing in another line and checking in at the kiosk. The room we were assigned was in the ****************- no mention on the website or on the confirmation that this is in an entirely different structure than the actual Paris hotel rooms. This tower is actually part of a location in what was another hotel entirely and we had to walk about a half mile (15 minutes) with our luggage, through the actual Paris casino, through 2 long restaurant corridors, through the ****************, to a far corner to access the elevator bank for the room. We are not young and this was quite an ordeal for us. The elevator had the old logo from the original structure as well. We were extremely rushed for time and this added unnecessary time and energy to a business trip that was already on a tight schedule. Due to the congested checkin area and the business schedule, we really could not take time away to request and move to a different room. The room itself was adequate, however, we feel that this is extremely misleading to us and other customers that are specifically booking the Paris hotel/resort. If we had wanted to stay at the *********, we would have done so. We booked for location and do not feel we received what we specifically booked. Again, this should be made clear to customers as the length and time involved ( not to mention the overall atmosphere of a completely different casino/building and experience than what was expected). The extra distance really is unacceptable unless a customer is made clear that this is a completely different hotel than the actual Paris. We feel that we were purposefully deceived and did not receive what we booked and paid for and are requesting a full refund.

  Business response

  04/04/2024

  Our apologies for your poor experience. Please contact us at ************* so we can have the correct team look into this further and follow up accordingly.

  Thank you,

  ******* A - Paris Front Desk

  Customer response

  04/11/2024

   
  Complaint: 21480401
  
  I am rejecting this response because:

  The phone number given is a general phone number for the Paris hotel.  They had no idea what to do or where to refer me when I called. A specific person/phone number should be provided so I can speak to someone directly who is familiar with and able to address our complaint.

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a slew of problems. Check-in line was ridiculous, almost an hour. Then the first room i was given had not been cleaned at all, so went back downstairs, waited in line all over again. Then the 2nd room i got REAKED of wet dog. After waiting for cleaning people to come up and going back down. I FINALLY got a cleaning woman ti spray the room for the smell. Then the next couple days i had consistent issues with the parking garage not taking my room key, and after getting new keys 2-3 times and waiting in line each time. I was told my resort fees would be waived because of all the issues. When i asked for confirmation of this they said it will be on your receipt Of course when i go to check out on the app, the fees are in fact not waived. I went to call the front desk from the room phone, but its actually a call center rep in another country l, who told me to go down and talk to someone at the desk, which of course has a line of 100 people with only 2 reps working the desk. I was told by customer service that a manager will be calling you ASAP its now 3 days later snd no one has called

  Business response

  04/02/2024

   

   

  Guest filed a complaint during stay and was attempted to be accommodated several times during stay.  Guest was provided with a complimentary room for their stay while they were responsible for resort fees only.  

  No documentation of guest being told they would have all off their resort fees waived.  

  Paris Las Vegas has now removed ALL resort fee charges from guest's account.

  See attached folio

   

  Merci

  Customer response

  04/03/2024

   
  Complaint: 21447113
  
  I am rejecting this response because:

  i have not received a refund for this amount to my card.  I have disputed the transaction with my CC provider, and will take it up with them moving forward.

  i will never stay at another ******** property again or spend a dime in their Casino when i race horses 
  Sincerely,
  
  *************************

*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. ↩