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:04/10/2025

  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.

  I checked in at The Strat for a business conference last month. Ill be returning to ********* frequently for work and had a positive experience with The Strat, finding it to be a good, affordable hotel that I could consistently rely on for future ******** I was ******* to catch my flight, I checked out over the phone and didnt think much about ituntil I noticed an outrageous charge on my credit card, which was not mentioned to me when I checked out. It included an upgrade fee for every night I stayed (which, to The Strat's credit, was eventually refunded), even though I had explicitly declined the upgrade when it was offered. Even more shocking was a $396.83 smoking fee, which they denied refunding.The issue is that I absolutely did not smoke in the room.When I disputed the charge, I was sent a reading from their room sensor that claimed a 100% probability of smoking at 1 a.m. Upon doing some research, I discovered that other guests have had similar experiences: wrongly accused and charged excessive smoking fees despite not having smoked in their rooms.I assume the sensor was either faulty or improperly calibrated, but what concerns me most is that there seems to have been no attempt to verify the reading. It would have been easy to determine it was inaccurate. If you are unlucky enough to be accused of smoking in the room, like many others have, you have no chance of appealing it. While the affordability of The Strat initially appealed to me, and I thought I had found my go-to spot for regular stays in *********, this bogus smoking chargeand the lack of accountability surrounding itmakes me unlikely to return in the future.

• Initial Complaint

  Date:04/07/2025

  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.

  I stayed at the Strat hotel on April 1-3 for a last minute getaway, choosing the hotel based on the advertised price on *********** of $12/night (I upgraded from the $4/night to get an elevated room). I expected to pay $130 total after resort fees and taxes and instead was charged $700!!!! I used the check out link as we left for the airport and assumed the charges would match and I would be refunded the deposit. Instead a charge of almost $500 is still pending and a charge for $700 posted to my credit card! I have been unable to receive a breakdown of the charges and there is no contact information that gets me anywhere to help. I made no charges to the room, I didnt eat anywhere at the hotel (everything was closed all the time including the amenities apparently covered by the resort fee but I chocked that up to typical Vegas fees for nothing) and I dont smoke so I can only conclude this hotel is a complete scam and I wish Id googled reviews before I booked. The room charges are more than everything we spent in ***** total and I dont even have a bill to upload because they didnt send me a receipt and none of the links work. I attached the Expedia receipt showing the amount to be collected at the property.

  Customer Answer

  Date: 04/08/2025

  I just checked my credit card statement and was refunded $200 of the $700 I was charged and have yet to receive a single receipt, email,  or itemized list of charges. Or any record of the refund and what that accounts for. And that still leaves over $500 I was charged for a stay that should have been $130.

• Initial Complaint

  Date:04/04/2025

  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.

  I stayed at the strat hotel from 03/26/2025 to 03/30/2025 and my deposit was not refunded for my stay. When I called the strat I was told it was because the smoke alarm went off in my hotel room. This was a fabricated lie in order to keep my deposit. I do not smoke at all and would never be stupid enough to smoke inside a hotel room and risk my deposit. I believe that this hotel made up this lie in an attempt to steal my deposit.

• Initial Complaint

  Date:04/04/2025

  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.

  Upon arrival I was given a room that had a heavy smoke smell, I immediately went to front desk and they moved me. When I arrived to the new room "free upgrade" it was a 2 bed not a 1 like I reserved, it was on the corner of the 19th floor, the vent from the restaurant has to be very near as the room smelled like a continuos bbq. Again i called to inform and they advised me they had no other room available at rhe moment, I get a call past 10 p.m. informing me they now had a room, not only did they wake me up but took over 10 hrs to find me another accomodation. I declined. Again 3 am i get awakened by an attempt charge to my card, i called cs and rhe gentlemen informed me it was a mistake and apologized affirming it had been resolved. Upon checkout my deposit was never returned, I contacted a supervisor and all of a sudden it all became a "smoke charge" eventually that was waived as a 1 time courtesy (thank you for waiving a false charge), my resort fee refund completely ignored, called and no notes, nobody can help me and the supervisor does not respond to my emails. I need resort fees refunded immediatelt as promised

• Initial Complaint

  Date:04/04/2025

  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.

  HI I STAYED IN THE Strat hotel on April 2 -4 2025. In the middle of the night I received a charge to my account for a smoking fee. Neither me or my girlfriend staying in the room smoke. This room ****** is directly across from the elevator. The casino floor and elevator even the hallway smelled like cigarettes. I believe this charge is unjust as the "sensor" went off as soon as we entered the room and continued past us sleeping. This is completely unacceptable behavior for a hotel that allows smoking in the casino and elevators but it hasn't crossed anyone's mind that smoke can travel through the open door and into our room. I'm amvery disappointed in my first time in ***** and I thought the strat was a great hotel but this is just scummy business practice for people only trying to vacation for 1 day.

  Customer Answer

  Date: 04/04/2025

  Ms ******* at the front desk offered to void the charge of 396 for the smoking fee due to the elevators and casino smelled like cigarettes and our room was directly in front of the elevator. I will keep th BBB updated on when I receive the refund.  Thank you for the expedited response. I feel very valued from both ******* and The BBB.

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service 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.

  I am a traveler from ***********, and I recently experienced unjust treatment at The STRAT Hotel in *********. Although I had successfully checked in twice before, my third attempt was suddenly denied due to an age restriction. Instead of addressing the situation professionally, the hotel refused to communicate and deployed armed security personnel to forcibly evict me.This incident left me deeply shaken. I had to make an urgent ****** booking, incurring additional costs, and yet the hotel ignored my refund requests for three days before ultimately denying them. My entire trip has been overshadowed by stress and fear due to this unfair treatment.I have video evidence proving:A hotel staff member admitting that the previous check-ins were a mistake.The hotel using armed personnel instead of engaging in a proper discussion.Staff promising a refund but later denying it and avoiding accountability.I demand:A formal apology for the distress caused.A full refund and compensation for my additional expenses.Clearer booking and check-in policies to prevent similar incidents for other travelers.I hope The STRAT Hotel takes responsibility and ensures this does not happen again. I look forward to your prompt response.Sincerely, ***

  Business Response

  Date: 03/18/2025

  Dear Sang Gun ***,

  
  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 reflect and enhance our accommodations and services.
  
  We greatly apologize for any miscommunication or lack of service received upon check in. Please know that we have communicated your constructive comments to the respective departments involved to cultivate solutions to prevent such incidents in the future.
  
  Please note, all guest must be or accompted by an individual 21 years or older to check into a hotel. That individual also has to have a government ID present and is responsible for accompany the underage individuals at all times. We have this outlined under our Terms and Conditions, and on our Frequently Asked Questions page on the STRAT Website.
  
  For your reservation on March 15, the Front Desk Team found you were underage, and to adhere to our policies, we could not allow the check in to occur. Please note, a refund request email has been sent to your booking provider due to being unable to utilize this reservation. Since, the reservation was not booked with The STRAT directly, we have no access to any down payments or ownership over the contract between yourself and the 3rd party provider. We ask to reach out to your booking provider within 5-10 business days, to ensure they received our email and have processed our request. 

  Best Regard, 

   

  The STRAT Hotel, Casino & Tower

  Customer Answer

  Date: 03/20/2025

   
  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,
  
  Sang Gun ***

• Initial Complaint

  Date:03/17/2025

  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.

  It was my first time in ********* and my family and I stayed at the STRAT Hotel from 3/14/2025 to 3/16/2025. On our way to check out we noticed a SMOKING FEE for $396.83! WE DO NOT SMOKE AT ALL. Plus we have a minor in the room! I used my Dyson hair straightener along with hairspray and it was obviously releasing some type of smoke or chemical from the heat on my hair that most definitely caused the sensors to go off. The rude supervisor SHY was non helpful and condescending but the manager ********* politely explained to us that these sensors are 100 percent accurate. Which we disputed this fee because the sensors are clearly not accurate . We do not smoke. I have gathered a lot of reviews and links that demonstrate that the ***** releases smokes that set these sensors off. I even found I review here on the page from last month saying that this happened to someone else ! Im not asking for a ***** more or a ***** less, just a complete refund of the $396.83 smoking fee. Terrible first time experience at ***** and this hotel. Can you please help ? I will still continue to gather more information because this is completely wrong. There is no physical evidence ( there wont be any, because again, we dont smoke) and this technology is clearly failing.

  Business Response

  Date: 03/17/2025

  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 reflect and enhance our accommodations and services.
  
  We understand your frustration regarding the Smoking Fee. The STRAT has undergone astonishing renovations to remodel our Casino, Hotel Rooms, and Amenities at our Resort. This is to elevate our accommodations, services, and ensure our policies are being followed.
  
  One of the newest features is our ****************************** These Systems were referred to as a REST Sensor. This premium 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 room 7051,that went off in 100 detection score for smoke combustion at 9:04 AM on 7051. 
  
  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 ******** products.

  
  The STRAT takes our investigations very seriously and will run a lock interrogation report and compare if any reports in the surrounding area were impacted.  This report composes data from the room door to identify when a room key has been utilized, opened, closed, and more. During our initial investigation, we found that a guest room key under your reservation was used to enter the room at 8:56 PM on 3/14/2025. The guest would remain in the room until opening the door from the inside at 10:44 AM on 3/15/2025. These records indicate during the time of the REST sensor being activated at 100 detection level, there was a known occupant under the reservation name of in the room.
  

  ROOM USER GROUP CARD NAME TIME DESCRIPTION LAST NAME FIRST NAME
  7051 Guest Guest (MC) 3/14/2025 18:56 Guest Card accepted (0067) ****** *******
  7051 Door Unit Internal 3/14/2025 18:56 The door is opened (0912)
  7051 Door Unit Internal 3/14/2025 18:56 The door is closed (0913)
  7051 Door Unit Internal 3/14/2025 20:25 Dead Bolt thrown (0896)
  7051 Door Unit Internal 3/15/2025 10:44 The door is opened from the inside (0917)
  7051 Door Unit Internal 3/15/2025 10:44 Dead Bolt released (0897)
  7051 Door Unit Internal 3/15/2025 10:44 The door is closed (0913)
  7051 Guest Guest (MC) 3/15/2025 12:31 Guest Card accepted (0067) ****** *******
  7051 Door Unit Internal 3/15/2025 12:31 The door is opened (0912)
  7051 Door Unit Internal 3/15/2025 12:31 The door is closed (0913)
  
  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. In this document you did sign our conditions regarding our smoking policies. 
  
  Again, we understand your frustration over this 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 Answer

  Date: 03/18/2025

   
  Complaint: 23074107
  
  I am rejecting this response because:

  Again, we are a non smoking family. I had offered ********* to have us go back into the room a demonstrate that my Dyson hair straightener did indeed set off that sensor. He said no need since the sensors make no mistakes. All though I really appreciate the quick response on your part. We will continue to seek more action and investigation on this since from my understanding you all ( by you all I mean the STRAT hotel) are saying there is no possibility these sensors could have made a mistake. I have found plenty of articles and reviews from the START hotel wrongfully charging that support our claim that I would be more that happy to forward to corporate if you all shall need them. I had never been to ***** before, but I just found out that hotels offer smoking and non smoking rooms. Why would someone who smokes try to get a non-smoking room? That is just my general curiosity. 
  
  I did reach out to golden entertainment headquarters, and we will continue to reach out to any who can help us because I am 110 percent certain we do not smoke anything. Again BBB thank you for the help in your part and STRAT hotel for the response. 

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

  Business Response

  Date: 03/25/2025

  Hello Mrs. ******* ******,
  
  We understand and acknowledge your frustration regarding the smoking charge applied to your reservation. To ensure quality and accuracy, we conducted a thorough test using the same room, 7051, during your stay.

  
  To verify the accuracy of our air quality sensor, the STRAT team successfully conducted a test with a Dyson Hair Dryer/Straightener in the room. The device was used for a total of ************************************* two common areas: the bathroom and the bedroom. Both the dryer and straightener settings were used to ensure the most accurate results.

  
  Our REST Sensor, located near the bedroom area, is designed to detect combustible and vaporized smoke by measuring air quality disturbances. In our test, we made sure to use the Dyson device next to the sensor to assess its impact. Despite the Dyson device producing heat and steam,we found that the REST sensor was not triggered or impacted during the test.

  
  While we understand your concern, based on the smoke report provided by the REST sensor, an active guest lock interrogation showing occupancy in the room, and the results from our Dyson/REST test, we are unable to reverse the smoking charge on your account. These findings indicate a breach of our non-smoking policy.

  
  We truly appreciate your understanding and hope this explanation clarifies the situation.

   

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23074107
  
  I am rejecting this response because:

  hello, once again, as I appreciate a response on this matter, I can guarantee you I would not be going through all these measures if I was not 100 percent certain. No offense but your reliability on running these test with the Dyson hair straightener are no good to me, since I had offered to do it myself again right then and there and your sensors are not 100 percent accurate. I do not live in ***** but please know that if I did, I would go back and demonstrate exactly what I did and proof my Dyson indeed set off these sensors. But again, even though I appreciate your response and help in this matter, I am still waiting for a response from golden entertainment and Nevada consumer affairs. Like I mentioned before, we are a non-smoking family and I wouldnt be going to these lengths if I wasnt 100 percent certain that there was no smoking in that room. 
  

  thank you 

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

  Business Response

  Date: 04/06/2025

  Hello Mrs. ******* ******,

  Again, we understand your frustration over this charge, we have done tests with the Dyson Hair Dryer/ Straightener and the REST sensor was not triggered or impacted during the test. 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

• Initial Complaint

  Date:03/11/2025

  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.

  To Management. Back in December I won a jackpot. I put $5 in a machine and unfortunately I didnt have my id due to identity theft situation that I have attorneys helping out. I was out with friends and I stuck $5 in and honestly didnt think anything would happen. I explained my situation to the girl that night she said if I had a copy of an id with my photo on it I could get it. I didnt that night so they held it which I understood. I called Strat yesterday and told them I have a copy of a valid USA press pass has my photo , address and date of birth plus I had a copy of my now temp Nevada ID which is has what will be my Nevada iD number. I was told over the phone to come down and theyd work with the situation, I got there and lo and behold was treated rudely by staff who said no and they would tear up the slip and have it voided. Station casino actually worked with the id and the temp id but ********************** needs to show compassion towards people and not be so rude , we had gotten approved for a house and that money would have paid the down payment. I on good ***** thought Strat would work with me but since they lied on the phone I now lost the home and we will be facing homelessness. Your employees cant tell people one min its ok then when they get there tell something else.

  Business Response

  Date: 03/11/2025

  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 reflect and enhance our accommodations and services.
  
  It is concerning to us to learn about the various events and apologize for any rudeness or miscommunication youve received from anyone here at STRAT. These do not meet our signature resorts standards, as we strengthen to maintain for our guests.Please know that we have communicated your constructive comments to the respective departments involved to cultivate solutions to prevent such incidents in the future.
  
  Our Casino Team, has inquired about your jackpot and found we have it on hold as you stated. The only thing you need to do to get it paid to you is present a valid active government issued **. This can be a Nevada DL or US Passport for example, the Press Pass will not suffice. The ** cannot be a copy or on your phone. I cant speak for any other casino, I can inform you of what we require to process this jackpot.
  
  We are sorry to hear of your difficulties and understand your frustration, but this is the only way you can receive the jackpot.
  
  Please feel free to contact our Casino Leadership Team by using the email: ************************************************************* if you require more assistance. 

   

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

• Initial Complaint

  Date:03/05/2025

  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.

  We booked the Strat on Feb 12th through ***********. We stayed for 5 nights, Feb 21st-26th & we had several complaints. I paid extra for an upgraded room where we faced several issues. The view was pathetic (overlooking a parking garage), the toilet got clogged and no one came even after asking 3 times and waiting for over an hour. I first called several times and no one at the front desk or the VIP section where the operator kept transferring answered. Then I asked one of the housekeeping attendants and they didn't do anything about it. I then went down to the front office myself to speak to one of the agents and still nothing happened. After waiting for over an hour with young children who needed to attend to their needs, I went to the front office again, this time speaking to the supervisor who went to the back to get someone to unclog the toilet.The exhaust fan did not work for the full duration of our stay, i.e. 5 nights.a Complaint to the maintenance person but they did about it either. As a result our room and washroom smelt really bad throughout our stay. The room felt wet, smelly and humid, making our lives miserable. As a result, we tried to stay out of the hotel as much as we possibly could.Housekeeping was also pathetic. One day before our checkout, they merely tucked in the sheets, did not even touch the pillows nor did they clean the room or the washroom. Please see the photos that I am attaching.The only good thing about the stay was that I was offered complimentary tickets to a show called 'Rouge' which was supposed to take place at 10pm on February 25th. I reached there at 9.45pm only to find out that the show was over. I was baffled. Went to the box office to inquire and they said that the show was cancelled!!! What an appalling experience. It was a very uncomfortable stay and I did not at all get value for my money and therefore, demand compensation and a refund as we did not get to enjoy the stay that we had paid so much money for.

  Customer Answer

  Date: 03/05/2025

  Hi,

  I apologize for missing this detail in the initial email. I was also charged resort fees for the 5 nights I stayed at the hotel however, the pool was closed for the off season and therefore, I shouldn't have been charged for the resort fees. I would also like a refund on my resort fees.

  Thank you.

  Business Response

  Date: 03/09/2025

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

  Thank you for sharing your feedback with us. We are disappointed to hear that your stay with us was not a positive one. We understand how frustrating it must have been to deal with the issues in your upgraded room, including the plumbing problem, malfunctioning exhaust fan, and the lack of timely assistance. We also apologize for the issues with housekeeping and the confusion regarding the Rouge show. It's disappointing that you were not properly informed.

  Due to overall experience, we will be refunding the full upgrade charge for all 5 nights, along with two nights of resort fees, to the card used at check-in. Please allow 3-7 business days for the amount to be credited back to your account.

  Best Regards,

  The STRAT Hotel, Casino, & Tower 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23016058
  
  I am rejecting this response because in addition to the refund of the upgrade fees for 5 nights, I would like the resort fee to be refunded for the full 5 nights and not just the 2 nights.

  If this can be done, it will be satisfactory to me.

  Please also confirm the total refund that is being processed.

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

  Business Response

  Date: 03/10/2025

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

  
  Thank you for sharing your feedback with us. We understand how frustrating it must have been to deal with the issues in your upgraded room, including the plumbing problem, malfunctioning exhaust fan, and the lack of timely assistance. We also apologize for the issues with housekeeping and the confusion regarding the Rouge show.
  

  Due to overall experience, we will honor the remaining 3 nights of resort fees, to the card used at check-in.

  Please allow 3-7 business days for the amount to be credited back to your account. Once again, I apologize for the inconvenience and frustration this caused, and I appreciate your patience as we work to resolve this. We truly value your feedback, and I hope we can welcome you back in the future under better circumstances.

  
  Best Regards,
  The STRAT Hotel, Casino, & Tower 

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, i.e. the refund for the full upgrade charge for all 5 nights, along with 5 nights of resort fees is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/26/2025

  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.

  I was charged multiple charges on my debit card for a Smoking Fee.I do not smoke.The factors that contributed to this misunderstanding are as follows:Layout of Room Mini-Laser (Facial Grooming)Incense A/C System Recirculating Air Firstly, the room was slightly smaller compared to the other rooms in the same price range. But, more so the room I was assigned had a very different & odd lay-out, specifically the bathroom and the bathroom sink. Pls. refer to attachment of the rooms layout.The bathroom was only a few feet by the beds/sleeping area and the bathroom door was directly facing the beds.Further, the bathroom sink was OUTSIDE the bathroom, even closer to the beds/sleeping area. In my experience, bathrooms are usually by the main entrance door, the furthest point away from the bedding area. And bathroom doors usually are not directly facing the bedding *********, the smoke detector is positioned in-between the beds i.e. in very close proximity to the bathroom and the (outside) bathroom sink.The smoke detected in the room was from a mini-laser used for aesthetic facial care for skin blemishes. I will include a pic for reference. It was used on the bathroom sink area because of the mirror and power outlet. I also used very sparse incense in the room to mask odor from the bathroom after using the toilet because the odor easily flowed into the bedding area and ultimately, the entire room because of the rooms layout.Add to the mix the smoke detectors placement, merely a few feet away from the bathroom and (outside) bathroom sink. So, any smoke present was very easily detected.Finally, the a/c system recirculates the air in the room. Smoke particles no matter how sparse lingers in the room continuously.Upon check-out, The Strat does not require guests to visit the front office and are permitted to simply leave the property. I was not aware of the Smoking Fees until after a few days of my stay.

  Business Response

  Date: 03/13/2025

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

  Thank you for reaching out and expressing your concerns about the smoking fee. We understand your frustration and appreciate your feedback. After reviewing our system, we were unable to find a recent reservation associated with a smoking charge.However, we did identify that you stayed with us in November, and it appears that one of the smoking charges was previously waived as a one-time courtesy exemption.

  At The STRAT, we have undertaken significant renovations to enhance our Casino, Hotel Rooms, and Resort Amenities. These improvements are designed to elevate our guest experience and ensure compliance with our policies.
  One of our latest innovations is the Air Quality Detection system, referred to as a REST Sensor.This advanced technology monitors air quality within the room's proximity.Attached you will find your REST Sensor Report, which indicates that the sensor detected a change in air quality related to smoke. Specifically, the large graph with the red line represents the sensor data for room ***** and *****,which recorded a score of 100 for smoke combustion at 2:57pm on November ******* and at 5:13am on November 13, 2024.

  Additionally,we have included several other graphs demonstrating how the REST algorithm distinguishes between various sources of air quality changes, such as steam,sprays, adhesives, and cooking. The system is calibrated to only register a red alert (score of 100) for combustible or vaporized smoke from vapes, cigarettes,tobacco, marijuana, and ******** products.

  We understand your frustration regarding this charge;however, due to the sensor detecting smoke in close proximity during your stay,we are unable to reverse the smoking-related charges on your account. As you mentioned lighting an incense in the room, please note that incense is considered a flammable material and poses a fire hazard, which is in violation of our policies. Therefore, the charge will remain in place.

  Best Regards,

  The STRAT Hotel, Casino & Tower