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:08/05/2024

  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.

  Southpoint Hotel stole $200 out of ******* account, on the basis of stating that i smoked weed in the room. So, theyre purposely putting in the fine print of the room contract, that you cant smoke weed in the room. Southpoint, knows that thousands of cannabis users stay at their hotel, yearly, and they know that most people dont read the fine print, of a hotel reservation contract. Its an Extremely Predatory Action by Southpoint, and I WILL MAKE SURE, THAT EVERYONE KNOWS, THAT SOUTHPOINT IS NOT ONLY AN UNSAFE PLACE FOR CANNABIS USERS, BUT IT IS PURPOSELY PREDATORY & DISCRIMINATORY AGAINT CANNABIS USERS.

  Business Response

  Date: 08/06/2024

  South Point Hotel has signage that cannabis consumption is not allowed on property. At check-in we do disclose this information and any penalties that will be taken for not following terms and conditions, it is completely up to the guest to read the fine print, but they are made aware, and a signature is required to confirm guest will abide by them. Your reservation was booked for a non-smoking room on a non-smoking floor, throughout these floors there are also signage that state that NO SMOKING is allowed in these rooms. We do not hide our regulations nor the penalty for violating such regulations. 

• Initial Complaint

  Date:04/17/2024

  Type:Customer Service 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 stayed there on August *****. As a ********* host, Ive been putting people up at the property since it opened. On the morning of the 29th, I go to my car and find a note on it to contact security. I did, at which time they told me they watched as someone pulled into the parking lot, pulled behind my car, empty the contents of the car, and drove away.They said they came down later to look while doing their normal rounds, to find I had a car door that was not completely closed, and then left me a note.The most disturbing thing about this is that this was not the first time its happened, I was not the first person to have their cars broken into in that parking lot. They give no warning. They do nothing when they see suspicious activity, and they refused to file a report until I insisted on it, they were hoping I would just walk away & everything would be ok.They didnt even have the decency to refund the room. They also charged me a resort fee despite being well aware I used the room only for 8 hours. I didnt USE the resort.

  Business Response

  Date: 04/17/2024

  ********************, we would like to inform you that we work closely with Metro, and we cannot take responsibility of missing items of the parking garage. 

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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 stayed two nights on October 9 & 10th with my client who attended a football game. I am a caregiver for my disabled client. Upon awakening in the early morning of October 10th, I stepped on broken glass as I was exiting the hotel room door to go and grab ice. The broken glass was stuck inside of my foot. I had to hop to the phone and contact the front desk. I asked for a first aid kit and was advised to purchase one from the gift shop. I was advised that security and housekeeping would come to complete the incident report. Housekeeping arrived within 8 minutes and vacuumed broken glass from the door way, the foyer, and the bathroom and left. She did not complete a report. 5 minutes later security arrived to give me a paper to complete the report, I asked if he wanted to see the pictures that I had taken before housekeeping began cleaning and he advised me No, he was supposed to take pictures before she cleaned up. I began to complete the paper at the door, security asked if i wanted to go inside of the room to complete papers and I stated No. Moments later security forced himself into my room without permission and began completing his portion of the paper work. I asked him to leave my room as I didnt not give him permission. He refused to leave until I grabbed my phone to record myself asking him to leave. I called the front desk and explained to them what occurred and they sent a different security to complete the report. Upon checking out I asked to speak with a manager to discuss the incident and was advised to call **************** I asked for my refund due to my bad experience and was again advised that only *************** could refund my stay however they would waive my Resort fee due to the inconvenience. I called *************** for a week and was never able to speak with anyone. I received message a week later stating I was refunded my resort fee and that was sufficient. I spoke with GM who stated based on his reports none of the events occured.

  Business Response

  Date: 11/10/2023

  The policies of the hotel were followed, and, in our estimation, the appropriate compensation was provided given due to situation.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20844970
  
  I am rejecting this response because: I do not believe the correct value was placed on my pain, inconvenience, and my trip being ruined. Additionally, the proper procedures of speaking to and following the incident was not followed. I would like my full refund. I never spoke with risk management and was advised by the ** that I wasnt being truthful yet his staff was.
  
  Sincerely,
  
  La ***********************

  Business Response

  Date: 11/15/2023

  We truly do apologize, but this is all the compensation we are doing. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20844970
  
  I am rejecting this response because:  I would like BBB to resolve this case. As you can tell by their response, they are simply denying.  There was no protocol followed, there was lack of customer and the opportunity to discuss a reasonable resolution.  I was advised by *** at the front desk to contact risk management, once I contacted both *************** and the *** both were very unprofessional and basically stated that I was being untruthfully to avoid compensating me for their unsafe environment.  The room was unsafe, I was incurred an injury due to the broken glass inside of the room; the company then tried to cover it up and now have denied the incident and reasonable resolution to compensate.  
  
  Sincerely,
  
  La ***********************

  Business Response

  Date: 11/16/2023

  At this time South Point has closed this file.

• Initial Complaint

  Date:10/23/2023

  Type:Customer Service 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.

  Two security guard embarrassed me 2 times last night Oct 21 2023. One told me to charge my scooter somewhere else not near the bar but its power is gone I cant drag it somewhere else any more I was sitting in it anyway. After about an hour another security guard told me to move my scooter somewhere else while I was talking to my husband, does it make a difference if I was not in the scooter is my scooter crowding your guest from another states like the ranchers, me and my husband are local were both 80 years old and we go to your casino almost everyday.

  Business Response

  Date: 10/25/2023

  The South Point strives to provide a safe environment for guests and employees alike. Some employees felt that the position of the scooter was causing a safety hazard in their work area and asked Security to request that the guest relocate slightly.  ******************* will reinforce the importance of always speaking with guests in a respectful manner.  

• Initial Complaint

  Date:01/02/2023

  Type:Customer Service 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.

  Long story short this is the rudest place that I have ever gambled at, when I complained about a poker dealer named ******* who was very rude to me, I was told by ************************* the poker room manger and I quote " we have never had any similar complaints about this dealer I am not saying that you are making it up but if you feel uncomfortable here you can take your business elsewhere" At every level who ever I spoke to all I received was a lecture for complaining about this rude hostile dealer. I admit that at the end of it I lost my temper and cursed out the manager *****, but can you blame me? I have been coming here for years and this is not my first time I was treated rudely or hostile by a dealer, but this was the worst, and I am never ever going back there again. I can say without question that I have seen other players there also being treated rudely by the people who salaries we pay. Remember South Point businesses go out of business one customer at a time.

  Business Response

  Date: 01/06/2023

  Thank you for sending us the information on this complaint.  As stated in the complaint, the guest used foul language with one of our employees, and that is not allowed at the South Point.  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18640679
  
  I am rejecting this response because: The dealer ******* and the manager ***** were rude to me, and I responded accordingly. The issue is their constant rudeness I am only human and responded to them the way I was treated
  
  Sincerely,
  
  *********************