ComplaintsforThe Strat, Hotel Casino & Skypod

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a hotel room on friday August 2nd was required to be checked out by Saturday august 3rd before 11:00 when I head to my room to grab my belongings at 10:28 am before check out a house keeping lady was cleaning my room I walked in a hurry inside to check in the closet where I had $1000 to find out it was not there anymore I confronted her and asked to call security. I still have not received my money. This money was very important to me because I am a local of ********* and only stayed one night because the $1000 was supposed to be used for my deposit of a new apartment I was going to move into.

  Business response

  08/11/2024

  Dear *************,

  
  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at the STRAT Hotel, Casino & Tower.Your input is crucial to us as it helps us enhance our accommodation and services.

  
  It's disappointing to learn about the various events such as this incident with our Housekeeping Team. These do not meet the ICONIC Resorts standards, as we strive to maintain for our guests. Please know that we have communicated your concerns to the respective departments to properly investigate this matter. As a courtesy, we have ensured that any room related charges from your stays August 1st-August 5th were fully refunded on the credit cards used on file. These card end in 0240 and 3608. This amount will be refunded to your card within 5-10 business days. This gesture is our way of showing our commitment to your satisfaction at the STRAT resort.

  
  Please do not hesitate to contact our Security team. Your continued patronage is highly valued, and we eagerly anticipate the opportunity to regain your confidence in our resort. 
  

  Best Regards, 

   

  The STRAT Hotel, Casino & Tower

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked this hotel and they required a 209 deposit at check in. Checked out a day early due to the conditions of the room. Stayed here from the 17th to the 18th. The deposit has not been credited back to my card. I called a few times and they said it takes a few business days. It's coming up on a month since my trip and still no credit back to my card. Could you please help.

  Business response

  08/10/2024

  Hello ********************************,

  We apologize for any miscommunication but can ensure your deposit was released. To explain more in detail; upon check in, the front desk team collected $201.92 as a pending authorization. This was for 2 Nights of Resort Fees for a total of $101.92 and a Refundable Security Hold of $100 to ensure no damages towards the room. Upon check out time, we on charged $50.96 for 1 Night of Resort Fee since you checked out a day early. This means a total of $150.96 was released back into your account automatically when the $50.96 posted by your banking institution. Please give the Strat Front Desk a call at **************** for further details.

  Best Regards, 

   

  The STRAT Hotel, Casino & Tower

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at the Strat from 7/7-7/11 on the 18th floor. It was supposed to be a non smoking floor but marijuana and cigarette smokes could be smelt as we were walking in the hallway. I get to my room, its been a long travel day and my room has an odor of weed, faint but there. Not a big deal. Had a nice time, checked out and when home to my house in *****, my bank statement says they charged me for room damage and smoking to the tune of $250.00!! What? Im thinking this is a scam to keep that portion of my deposit.

  Business response

  07/12/2024

  Dear ***************************,

  We appreciate you taking the time to provide feedback regarding your experience at the STRAT Hotel, Casino & Tower. Your input is crucial to us as it helps us enhance our accommodation and services.

  We understand your frustration regarding this $250 Smoking Related Fee, however, please know that we have communicated your concerns to the respective departments involved to investigate. From the investigation, here is what The STRAT found regarding your stay on July 7th through July 11th. 

  The STRAT has undergone renovations to remodel our Casino, Hotel Rooms, and Amenities at our Resort. This is to improve our accommodations, services, and ensure our policies are being followed. One of the newest features is our new ****************************** These Systems were referred to as a REST Sensor. The technology involved in these REST Sensors measures air quality within a close proximity range of the dimensions of the room. We have attached your REST Sensor Report that indicate the sensor detected a change in air quality related to smoke. The large graph with the red line is your room sensor in *****, that went off in 100 detection score for smoke combustion at 9:31 AM on 7/9/2024.  

  We included several other graphs to show how steam,sprays adhesives, and even when cooking have been tested for this Rest algorithm to ensure the senor only goes red (100 score) for combustible or vaporized smoke from vapes, cigarettes, tobacco, marijuana, and nicotine products. Again, the sensor only goes off within a very close proximity, therefore although you smelled odor in the hallway, it would not affect the sensor as it would be out of range, nor would reach a score of 100. We also took into account if other rooms nearby went off, however,only found your room was triggered for air quality disturbances. 

  We have also attached that you agreed to our Terms & Conditions upon the check in process. These include a breakdown of our Resort Fees, Check Out Time, Parking, and Smoking related charges. On the document, the Smoking Charge is applicable to $350-$500 depending on the room type. However, since you booked prior to May 17th, where our Smoking Charges were originally $250 per room, we honored this rate instead of our new rates which changed for bookings following May 17th. In this document you did sign our conditions regarding our smoking policies. 

  Again, we understand your frustration over this unexpected charge, however with this sensor going off within close proximity during your stay, we are unable to reverse any smoking related charges on your account due to this breach in our policies.

   

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

   

  Customer response

  07/15/2024

   
  Complaint: 21976266
  
  I am rejecting this response because: There was No smoking in that room and my cousin, who works for an air monitor company and tells me an overuse of perfume or hairspray would have given these indicators and I dispute this and want my $250 back. 
  
  Sincerely,
  
  ***************************

  Business response

  07/16/2024

  Hello ***************************,

  We understand your frustration over the $250 Smoking Charge; however, our sensors have undergone several tests by our vendor for accurate recordings of combustible or vaporized smoke. As mentioned prior, we included several other graphs to show how steam, sprays adhesives, and even when cooking have been tested for this Rest algorithm to ensure the sensor only goes red (100 score) for combustible or vaporized smoke from vapes, cigarettes, tobacco, marijuana, and nicotine products. Items such as fragrances, air fresheners, or other aerosol sprays do not impact the sensor to reach a 100 score, even if sprayed directly on the sensor. Compared to other smoke detectors, REST technology measures air quality within a close proximity to avoid false readings. With this we are unable to return the $250 smoking fee due to violation against our hotel standards.

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

  Customer response

  07/16/2024

   
  Complaint: 21976266
  
  I am rejecting this response because:According to your monitor graph the one date you sent to me for my review indicates the monitor went off from 9:30 am on. I have proof I was not in my room during that time as I was at you Strat Swim and Social from 10am on. I left my room at 9:30 am. How is that possible? And the other question I have is this: Why wouldnt I just ask for a smoking room if I indeed did smoke? Wouldnt that have made more sense than this BS? 
  
  Sincerely,
  
  ***************************

  Business response

  07/21/2024

  Hello *********************,

  Thank you for providing additional information about your recent experience and enjoying our pool amenities during your stay. In your recent message, it was mentioned during the time the REST Sensor went off, you left the room to attend our Swim & Social pool at 9:30 AM. The REST Sensor went off at 9:31 AM at a 100 score. Our Hotel Team ran a Lock Interrogation report on your room and door access, to verify your claim. The report shows that on July 9th, at 9:54 AM, the deadbolt was released from its lock position, and the door was opened from the inside, following being closed shortly after. This indicates during the time where the air quality was disturbed, there was an occupant in the room. It was also verified that it was not a team member as the last person who accessed the room use a guest room key under your name. With this additional information, we are unable to reverse any smoking and/or damage charges in regard to your account. 

   

  Best Regards, 

   

  The STRAT Hotel, Casino & Tower

  Customer response

  07/30/2024

   
  Complaint: 21976266
  
  I am rejecting this response because:Your sensors are picking up something other than smoke, vape or whatever. Your hotel should have the sensors retested because I wasnt even in the room when your sensors went off. Ive proven I wasnt there as I have responded with your attached graph. I will not accept ANY replies from this hotel as it is apparent the hotel is wrong about their supposed state of the art sensors. Please return my $250 as you stole it from me. 
  
  Sincerely,
  
  ***************************

  Business response

  08/04/2024

  Hello *********************,

  
  In your recent message, it was mentioned during the time the REST Sensor went off, you left the room to attend our Swim & Social pool at 9:30 AM. The REST Sensor went off at 9:31 AM at a 100 score. Our Hotel Team ran a Lock Interrogation report on your room and door access, to verify your claim. The report shows that on July 9th, at 9:54 AM, the deadbolt was released from its lock position, and the door was opened from the inside, following being closed shortly after. This indicates during the time where the air quality was disturbed, there was an occupant in the room. It was also verified that it was not a team member as the last person who accessed the room use a guest room key under your name. With this additional information, we are unable to reverse any smoking and/or damage charges in regard to your account. 
  
  Best Regards, 
  
  The STRAT Hotel, Casino & Tower

  Customer response

  08/06/2024

   
  Complaint: 21976266
  
  I am rejecting this response because: This new information only validates my claim. I left at 9:30am. Check with your maid. And I will be checking with my Credit Card company. 
  
  Sincerely,
  
  ***************************

  Business response

  08/10/2024

  Hello *********************,

  We highly advise you to analyze the report again as the Lock Interrogation shows you or one of your occupants that has your room keys was inside the room during the time the REST Sensor went off. The REST Sensor began to pick up activity at 9:31 AM, while the lock interrogation shows someone from inside the room opened the door to leave the room at 9:54 AM. Again, this is after the REST Sensor went off, not prior based on your claims. With this, we hold you accountable for violating our hotel policies and the smoking charge will remain on your account. 

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My family and I stayed at the Strat for the first time this last friday (28 June) through sunday. We arrived to a room that was hot and smelled heavily of weed. Turned out the ac was broken and we waited several hours for a tech to arrive to fix it. That parts not a huge deal but adds to the flavor. The first night we were constantly woken up by door slams from a drunk guy. Exhausted the next day. Thought it was a one off. Saturday night same thing, from 1 in the morning until 3 a drunk man in the hall was screaming and slamming doors. Security took 2+ hours to extract him, again we got no sleep. We complained to the front desk and their attitude made it seem like we were just being ***** rather than them being apologetic. One star experience, this hotel should be downgraded to a 1 or 2 star. They should have apologized and offered to move us or refund us. Instead they added bad customer service to an awful experience.

  Business response

  07/01/2024

  Dear *********************************,

  
  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at the STRAT Hotel, Casino & Tower. This is not the standard of service we strive to provide to our valued guests. Your input is crucial to us as it helps us enhance our accommodation and services.

  
  It's disappointing to learn about the various events such as the ventilation in your accommodations, and another guest disrupting your experience. These do not meet the ICONIC Resorts standards, as we strive to maintain for our guests. Please know that we have communicated your concerns to the respective departments involved to correct and to prevent such incidents in the future. Please note, our Security team did attempt to resolve the matter peacefully with the disruptive guest mentioned,and the guest was evicted off property for creating a business disturbance. Our Security teams goal is to ensure all guests are able to enjoy all the STRAT amenities in a safe and law-abiding manner.Although, we are not responsible for other guest actions, we do understand your frustration with your stay being impacted. We want all guest to have a positive experience and want to end on good terms. Due to this, The STRAT has already waived all Resort Fees off your reservation. However, we want to ensure all guest have a positive outcome, therefore, we have made contact with your booking provider for a Refund Request for the Room and Tax charges. Since your reservation was not directly booked with the STRAT, we have no direct access to your payment upon making the reservation. Please reach out to your booking agency in 3-5 business days to confirm the refund request was submitted in their system and to initiate your end of the claim as both parties need to mutually agree to the refund request.  This gesture is our way of showing our commitment to your satisfaction at the STRAT resort.

  
  Please do not hesitate to contact our Leadership team. Your continued patronage is highly valued, and we eagerly anticipate the opportunity to regain your confidence in our resort. If you have any questions, email ***********************************.

   

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at this hotel from 23rd to the 27th room was the worst hotel stay ever staff are rude room smelled like smoke we had to change the room the 1st day we got there when I booked the room I booked the room that spouse to be Newly renovated rooms, there were nothing like the picture in booking.com I went down right after we saw the room right when we opened the door room smelled like smoke musty and It was not no new renovated room. try to look for the employee who checked us in she was not at the desk the gentlemen that was there told him what's going on and I need room changed now that's not what I booked he looked around said Well I'm sorry I didn't check you in you need to talk to her, I said where is she was nowhere to be found so he had no chose but to change the room. The room we end up at was still bad but it was so late 12am at night my daughter wants to sleep we wore exhausted didn't feel like dragging everything back down again to talk to them. Bed sheet had holes in them carpet had rip by the transition piece the bathroom wall you can see the construction wall not covered and shower head is the worst I've seen ever, compensation for the rudeness of employee and bad service. Employees rude try to buy water at the shop by the elevator good luck the lady there was acting like someone forcing her to be there, I'm sure you think I'm exaggerating with all that, we have stayed in this hotel few years ago before it was never like that at all, another thing that made comeback was there service before was good and adult pool but unfortunately even that we wore not told that is closed for renovation.and fridge they in room not working had block ice on back of it. Something els to they won't return my deposit had to call ask for manager the at the desk told she can't help and hung up on had to call back spoke to ******** I was told that she was going refund me total of $300 never got that all I got was the 200 back.

  Business response

  06/04/2024

  Dear *********************,
  

  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at the STRAT Hotel, Casino & Tower. Your input is crucial to us as it helps us enhance our accommodation and services.

  
  It's disappointing to learn about the various events such as the odor described in the room provided, holes in the bed sheets, as well as the attitudes with staff. These do not meet the ICONIC Resorts standards, as we strive to maintain for our guests. Please know that we have communicated your concerns to the respective departments involved to correct and to prevent such incidents in the future. We want all guest to have a positive experience and want to end on good terms. For the inconvenience, we provided a full refund to the credit card ending in 5054. This amount will be refunded to your card within 5-10 business days. This gesture is our way of showing our commitment to your satisfaction at the STRAT resort.

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  06/05/2024

   
  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

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At Strat Apr2024 I asked about resort fee at check-in, Was told it is required for amenities, pool, safe, hot tub, free hand sanitizer. ** planned on going to pool daily since we were charged for it.. Attendant at pool said we could sit anywhere there was not a towel, we had to sit on cement, every chair had towel on it. Most chairs did not have a person within 10 feet, only a towel. Many chairs w/cabana rental @ 100+. Pool was not busy but no chairs. Pool closed Sunday for "Private" party. Pool empty all day, few people @ dusk but no party. No advance notice or signs regarding pool closing. **** machines not working, instead of $3 for soda @ machine, paid $6 each/$144 case. ********* upstairs @ hotel, refused to take orders in person. People turned away, if no kiosk or mobile order. Flight home did not leave til 6pm. Asked for late check out to sleep in. Told to call back @ 5 am. There goes idea to sleep in. When we called back, were told hotel too busy to allow late check out nor could they hold luggage until we left for airport. ** had no choice but to go to the airport 7 hrs prior to flight. This was 1st time at your hotel. From the service received, it looks to be our last.** accepted "discounted upgrade" offered by check-in person for $28 extra per night. He said the room normally sold for $150 per nt. Other upgrade option offered was a $350 suite for extra $100 nt. Room originally booked & "upgraded" room are same price on website, why were we charged a $28 upgrade fee? Paid an extra $158.75 for the "upgrade." Where is room that is normally $150/nt? It was not room we got.I booked room thru Vegas.com in Jan. ** go to ***** every year, Businesses should be in competition for customers. GOOD **************** is vital for business to survive. Positive word-of-mouth goes a long way, negative word-of-mouth goes even further. ** received nothing for resort or upgrade fee. 2 fees totaled $385.25, in addition to the amount paid ($252.90) at time of booking.

  Business response

  05/20/2024

  Hello *************************,

  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at the STRAT Hotel, Casino &Tower. Your input is crucial to us as it helps us enhance our accommodation and services.

  
  It's disappointing to learn about the various events such as the pool issues, upgrade pricing, and being unable to provide an extension to your reservation. These do not meet the ICONIC Resorts standards, as we strive to maintain for our guests. Please know that we have communicated your concerns to the respective departments involved to correct and to prevent such incidents in the future. Upon on investigations, your reservation was booked for our Standard Model known as our Select Room. You were offered an upgrade to our renovated Elevate Style Room. This is a two-tier upgrade compared to the standard booking and pricing varies based on demand and availability.

  In regard to late check out, it is assessed by the Hotel Front Desk Team depending on occupancy. However, we apologize that our team did not attempt to provide any courtesy to you, as our bell desk is available 24/7 for complimentary storages. We apologize if this was not clearly communicated upon your late check out inquiry.

  With the Pool, we do have Day Beds and Cabanas for rent, however, you are correct about a private event disrupting your stay causing a pool closure. The Resort Fee includes discounted entry fee to the Tower, 20% off SkyJump, Seasonal admission to Swim & Social, discounts on attractions/entertainment, 24-hour fitness center, in-room single serve coffee brewing, and complimentary local and toll-free calls.

  In short, you were not able to use all amenities during your stay due these events.  We want all guest to have a positive experience and want to end on good terms. For the inconvenience, we have waived your entire upgrade charges, and 1 Resort Fee. This amount of $209.71 will be refunded to your card ending in 2114 within 5-10 business days. This gesture is our way of showing our commitment to your satisfaction at the STRAT resort.

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  05/22/2024

   
  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.  Since an effort was made by the Strat in response to my complaint, and we did use the pool 2 days, I will accept this offer. In the future, I will not accept an upgrade until I see the room first. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked this hotel through vegas.com. I was told a room rate and resort fee. I paid room fee at time of reservation and then the resort fees at time of check in. I did have 2 reservations. When I checked in I paid resort fee for both reservations. Then they made me pay $200 deposit. I was not told of any other money needed other than room and resort fees but I paid it. We got to our room and TV did not work and ac wasn't cooling. They said we could go eat and when we got back ask front desk about moving rooms. They said they were moving us. I asked since we have to check out tomorrow and back in and switch rooms are we going to have to do that still. I was told the room they were moving me to that night/morning I would be staying in. So we switched rooms. They would not let us use a cart and no one helped. I'm being told now that we could've requested a bell boy but of course they say that after we've left *****. The next day I was at my work conference which was the entire reason we even went to *****. Around 10:30 or 11 am my daughter calls and they've locked them out of the room. I walk out of my conference to speak with hotel on phone and I spoke with ***** a supervisor. ***** was incredibly rude and completely not understanding at all. He said I have to either pay a late check out fee or an upcharge for each of rest of nights. I had no more money he didn't care. He demanded I pay. Literally demanded. He admitted the front desk didn't get it right and that they didn't inform me of extra charges but that it didn't matter. So my daughter had to drive and pick me up so I missed that day of conference aside from the first hour and half. So I get back and I went to pay the upcharge but the lady kept insisting I didn't have to. Then on 3rd day of my conference I get another call from my daughter. The front desk would not give her a key. I'm out of space. They kept my deposit and I missed almost entire conference.

  Business response

  04/30/2024

  Hello ***********************,

  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at the STRAT Hotel, Casino & Tower. Your input is crucial to us as it helps us enhance our accommodation and services.
  

  It's disappointing to learn about the various events such as TV and A/C Unit issues, Key Card Issues, and the miscommunication with one of our team members. These do not meet the ICONIC Resorts standards, as we strive to maintain for our guests. Please know that we have communicated your concerns to the respective departments involved to correct and to prevent such incidents in the future. Here is what they discovered through the investigation.

  It appears you created two separate reservations,with the 1st one only being for 1 night only, and the 2nd one being an extension for 3 additional nights. However, per the confirmations your provided, they match our records that you booked two separate room types.For the 1st reservation, you booked an upgraded Elevate Room, which is 2 tiers above your 2nd reservation room type of a Select Room. This is why your keys were only programmed for 1 day, as your second reservation for a different room type was assigned for a Select Room. With only 1 night booked for the Upgraded Elevate Room Type, check out time is at 11am, which would be the times your Hotel Keys expired, which resulted in locking your daughter out of the room. With only your name on file and not provided the names of the additional guest staying with you, our security measures do not allow in providing them access to your room. We could only provide you with activate keys following a Government ID inspection. Since the Elevate Room Type was continuing to be occupied despite a lower room type was booked for the remaining 3 days,and upgrade charge would have to be accounted for your reservation. Adding this upgrade charge limited the deposit that was returned to you upon departing your stay. However, we do apologize that the initial Front Desk Representative did not properly communicate this information regarding two separate bookings for different room types and make an attempt to ensure 1 room for the entire duration of the stay was communicated. As well as, apologizing for the facility related issues in the initial room upon check in.

  We want all guest to have a positive experience and want to end on good terms. For the miscommunication, we will waive all upgrade charges and 2 Resort Fees . Previously,we already release $80 of the deposit that was remaining after any upgrade charges, with them removed $220.96 will be refunded to your card within 5-10 business days. This gesture is our way of showing our commitment to your satisfaction at the STRAT resort.

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  04/30/2024

   
  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. I do just want to say the information in their response was incorrect. I did know 8 made 2 separate reservations. When they were switching us I asked and said I had to switch tomorrow so I didn't want to at that time as well unless I didn't have to switch the next day. They said I didn't have to do we changed rooms that night. And no apologies was ever made by any of the staff. 
  
  Sincerely,
  
  ***********************

  Customer response

  05/14/2024

  I have not received my refund so I'm trying to check status please. 

  Business response

  05/14/2024

  Hello ****************************,

  We apologize for the delay in your credit of $220.96. Please note that we have issued your credit to your banking institution. Your bank can review the transaction under the search token ****************. You may provide them this token ID to expediate the credit process. 

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  05/16/2024

   
  Complaint: 21633411
  
  I am rejecting this response because: the bank will not even try to look up the number. They keep saying it's the merchant. I feel there's been plenty of time to refund. 
  
  Sincerely,
  
  ***********************

  Business response

  05/16/2024

  Hello *****************,

  We apologize as the bank would not assist with searching for your credit. We can reassure we processed your credit for $220.96 stated in the original response. The time frame of credits posting in your account is contingent to your banking institution. To assist you, we can attempt a Credit/Authorization Release Form you may show to your bank, that The STRAT has approved a credit on your account for the amount of $220.96 that you have mentioned has not reflected into your account. You may submit this to your banking institution as proof that our business has supported this transaction. For the form, we would need some details regarding your banking institution. Can you please inform us:

  - ********************** Address

  -Bank Phone Number

  Once we receive this information, we will begin drafting this form under your bank and your name to show there should be a credit placed onto your account from our **********************.

  Best Regards,

   

   

  The Strat Hotel, Casino & Tower

  Customer response

  05/17/2024

   
  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:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a 2 night stay through Hotels.com and paid through a 3rd party because my sister needed a place to stay urgently. My sister went to the lobby to check in they asked for hotel resort fees approximately $105, she informed the front desk she would be paying with her Apple Pay, the front desk had a glitch in their system or the front desk didnt properly apply payment which caused a decline, and they refused to honor the booking or assist in any type of way, my sister was rejected, and my sister asked to speak with someone to help since they already had recd payment for the actual hotel, they declined and did not assist at all stating that the hotel fee payment was declined, my sister showed them that the money was taken out of her Apple account and showed proof, nothing was done about this and rejected her. The money was taken and she was refused and had no place to sleep. She called that morning and it showed the the hotel fee payment from Apple Pay was processed successfully took 4 days for the hotel to refund the credit fees $105.00 but has not refunded the 2 nights that were paid, they have been giving us and hotels.com the run around and at first THE STrAT had told hotels.com that the reservation was used and and again the the customer shorten her stay etc. *********************** com stated they have been trying to get a hold of someone to resolve and confirm that the booking was not used due to hotel glitch in system or operator error. Finally yesterday I spoke with hotels.vom and they voiced that THE STRAT refused to provide refund. The booking was reserved March 1416th. Hotels com wont refund either to the 3rd party Zip and *** wont stop the payments. They keep charging me. They suggested I file an insurance claim but that is a total seperate entity and why would the insurance cover it when its their error and wait more time to get denied.

  Business response

  04/15/2024

  Dear *************************,

  
  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at the STRAT Hotel, Casino & Tower. Your input is crucial to us as it helps us enhance our accommodation and services.

  It's disappointing to learn about the issues presented at check in with attempting to use Apple Pay. These do not meet the ICONIC Resorts standards, as we strive to maintain for our guests. Please know that we have communicated your concerns to the respective departments involved to properly investigate. However, to properly investigate, we are not able to locate a reservation under your name. It was previously mentioned, the reservation was bought for your sister. Can you please provide us the following:

  - Main Guest Name on Reservations:

  - Room Number

  - Arrival Date

  - Departure Date

  Using this information, we can locate the proper reservation to work on going forward and look into the transactions mentioned.

   

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  04/15/2024

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

  reservation for 3/14-3/16/24

  Strat Hotel 

  ************************ 

  *was never able to check in, they declined to assist and honor the reservation. 
  
  Hotels.com

  referencev# *********

  reference # *********

  Customer response

  04/15/2024

  Requesting refund of the total amount of the reservation room & tax

  $173.91

  they need to reimburse me directly or hotels.com

   

  its separate from the resort fees/incidentals $105 ( that was refunded a few days after) 

  Customer response

  04/16/2024

   
  Complaint: 21566164
  
  I am rejecting this response because: 

  Requesting refund of the total amount of the reservation room & tax

  $173.91

  they need to reimburse me directly or hotels.com

   

  its separate from the resort fees/incidentals $105 ( that was refunded a few days after) 

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

  Business response

  04/16/2024

  Dear *************************,
  
  We are not able to locate a reservation under your name. It was previously mentioned, the reservation was bought for your sister. Can you please provide us the following information, so we locate the reservations you are mentioning:
  - Main Guest Name on Reservations:
  - Room Number
  - Arrival Date
  - Departure Date
  

  Using this information, we can locate the proper reservation to work on going forward and look into the transactions mentioned.
  
  Best Regards,
  
  The Strat Hotel, Casino & Tower

  Customer response

  04/17/2024

   
  Complaint: 21566164
  
  I am rejecting this response because: 

   

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

  reservation for 3/14-3/16/24

  Strat Hotel 

  ************************ 

  *was never able to check in, they declined to assist and honor the reservation. 
  
  Hotels.com

  referencev# *********

  reference # *********

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

  Business response

  04/17/2024

  Dear *************************,

  Thank you for the information. Now with the correct Reservation Name, we were able to locate the reservation and did find your sister were unable to complete the check in process. Our Front Desk Payment Records do show the attempts using your Apple Pay were declining. I attached the Credit Card Transaction Review of the reservation. This screen shows any Strat Room Reservation Charges such as Pending Authorizations, Settlements, Releases, Declined Transactions, and Credits. We apologize for the payment difficulties but can ensure our staff was not able to produce hotel keys without a valid payment on file. 

  Now it was mentioned you booked online using Hotel.com, we are unable to see any transactions made with an outside vendor. 3rd Party's work by purchasing a room from the Hotel and selling it independently to another business or guest. Since The Strat, was not involved in that transaction, we cannot directly issue a refund since we never took payment upon your booking. Instead, we will have our Groups 3rd *************************** email a cancellation waiver request due to unable to use the reservation due to issues upon the check in process. This waiver request asks your booking provider to ***** a refund request back to the guest, in exchange the booking provider will not receive any penalties for the room they bought initially with us. Please recontact Hotel.com in 5-10 business days to ensure they processed your refund request.

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  05/02/2024

  From: ******************;<**********************>
  Date: Thu, May 2, 2024 at 9:13?AM
  Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
  To: Better Business Bureau <**********************************>
  
  
  
  
  Thank you for your help on this complaint , I have received a refund.
  
  
  Can't thank you enough! 
  
  
  Kind regards,
  
  
  Mariana 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 5,2024 to March 26,2024 (the STRAT Hotel and casino)Very rude welcome: the clerk did not want us to see the room before agreeing to take it for our 21 day stay, saying the room would have to be cleaned again, furthermore adding that we could not change room during our stay! A first for us having travelled the world! The wifi for our 2 Ipads did not work in our room, so we could not receive important calls from our daughters that we were expecting, and the server was not responding. The manager of the day, **************************, told us to try and walk in different parts of the hotel with our IPads to see if we could connect to the wifi ??? and contact ours daughters that could not reach us. She was adamant that the wifi in our room was not part of the resort fees, contrary to what is written in the hotel pamphlet that was given to us upon registration. The pool was closed until March 15th, and without any spot to tan ourselves, we were told to go to *************! The room was noisy, neighbours often were partying all night until the early morning, and one night somebody banged violently on our door twice for no reason at 4.15 am. We received a few vouchers for hotel restaurants. We had a discount on our resort fees from 50.$ to 29.$ a night, but still it was 135 % more for our resort fees from prior years for 21 days. On 714.$ of resort fees we were refunded 340.$ We want to be refunded the full amount for resort fees of 374.$ for the wifi not responding properly, no pool access to sun for 10 days, etc.

  Business response

  04/17/2024

  Dear Mr. ***** ***************,

  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at the STRAT Hotel, Casino ***** Tower. Your input is crucial to us as it helps us enhance our accommodation and services.
  It's disappointing to learn about the various events. Please know that we have communicated your concerns to the respective departments involved to correct and to prevent such incidents in the future. Please understand that our Hotel does not allow guest to preview the room prior to check in to adbide by safety and hotel cleaniness obligations set by our company. If a guest happens to display issues with a specific aspect of the room, our hotel will attempt to accommodate or room change to an equivalent valued room. Upon investigating, we learned that your had prior knowledge or affiliation with a previous employee whom not longer works for the Strat Hotel.This specific individual would reduce your Resort Fees upon check in between $8-$14 per night in previous stays over 4 years ago. Please note, that upon making your reservation you receive a confirmation email of all charges including the Room, Resort Fee, and Taxes which had a $39.95 Resort Fee per night. Our current Hotel Management Team, provided a courtesy reduced Resort Fee due to your length of stay to $29.99. We understood, that this was not what was previously presented to you in previous stays, however, we did provide 25%off for your orginally quoted Resort Fee. We also understand that during your stay, there was issues with our internet provided, and greatly apologize for the disruption in your stay. Please know, we attempted to compensate with over $100 in Food ***** Beverage Credits and 10 Resort Fees in an attempt to satisify. This gesture is our way of showing our commitment to your satisfaction at the STRAT resort.

  
  Your continued patronage is highly valued and deeply apologize regarding your experience at the STRAT Hotel, Casino ***** Tower.
  
  Best Regards,

   

  The Strat Hotel, Casino ***** Tower

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I when I got my credit card statement there was two charges. One for ****** and another for ******. My room was only ***** a night for 4 nights. The hotel refunded ****** so when I contacted my credit card company the saw the refund and said case closed...are they in this togather?

  Business response

  04/10/2024

  Dear ***************************,

  We appreciate you taking the time to provide feedback regarding your experience at the STRAT Hotel, Casino & Tower.

  We apologize for any miscommunication regarding your billing following your previous stay from February 4th-8th.  Please know that we have communicated your concerns to the respective departments and investigated the source of the charges and the Incidental Security Deposit. Upon our Investigation, our records indicate you departed the hotel from Room ***** on April 8th. Following your departure, our Housekeeping Manager noted, that same day, the room would require a cleaning fee, due to the excessive cleaning the room required. As well as damage to the bedding which were stains, covered in trash/ash, and soaked. We attached all photos submitted by the Housekeeping Manager on the 8th following your departure. 

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  04/11/2024

  Room charge ***** per night for 4 nights. ***** a day for hotel fee. That's only ******. They refunded me only ******. They stole my deposit of ******. I should have only been billed ****** NOT 454.00

  Customer response

  04/17/2024

   
  Complaint: 21493209
  
  I am rejecting this response because: I just about cleaned the room myself before leaving. I left a ***** tip for the cleaners. My sister is old she wet the bed but thus should not have costed me 400.00
  
  Sincerely,
  
  ***********************

  Business response

  04/17/2024

  Hello ***************************,

  Due to the photographic evidence supported by our Housekeeping Floor Manager upon your check out day, we are unable to return your deposit due to excessive cleaning required in the room and damage incurred on the bedding. These photos were taken upon your day of departure on February 8th, and our Front Desk Team confirmed our key records indicate you were the last occupant in the room prior to the Floor Manager documenting the event. We attached the photos in the BBB thread. 

  Best Regards, 

   

  The Strat Hote, Casino & Tower

  Customer response

  04/19/2024

   
  Complaint: 21493209
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  04/19/2024

   
  Complaint: 21493209
  
  I am rejecting this response because: I don't believe it should cost ****** to clean room
  
  Sincerely,
  
  ***********************

  Business response

  04/22/2024

  Hello ***************************,

  Please note that you were charged $453.84 in total. $203.84 was for Resort Fees for your 4-night stay, while only $250 was due to the damage that required an excessive cleaning fee. You were not charged an additional $400 solely for the damage that occurred.

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  04/23/2024

   
  Complaint: 21493209
  
  I am rejecting this response because:
  You charged me a total of ****** for for 4 nights you refunded only. Rooms were only ***** a night I think this was only to trap people. ****** this is wrong I could have stayed at a four star hotel!!!
  Sincerely,
  
  ***********************

  Business response

  04/23/2024

  Hello ***********************,

  We understand your concern about the $631.20 total in charges. However, the Strat had only finalized a total of $453.84 for 4 nights worth of Resort Fees and $250 Damage Charge for Excessive Cleaning. The difference of $177.36 was processed as a credit for any overcharges on your day of check out. Please contact your bank to ensure they properly only processed $453.84 and not $631.20. To help them locate the credit of $177.36, here is the token ID ****************. They can use this token to locate the credit in their search. We apologize for any miscommunication but can ensure we only finalized $453.84.

  Best Regards,

   

  The Strat Hotel, Casino & Tower

  Customer response

  04/23/2024

   
  Complaint: ********
  
  I am rejecting this response because: 

   

  From: *********************** <*****************************>
  Date: ***, Apr 23, 2024 at 1:11 PM
  Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
  To: Better Business Bureau <**********************************>
  

  
  
  

  Forget this crap! I will never return to ********* again!!!!!

  
  
  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. ↩