ComplaintsforThe Strat, Hotel Casino & Skypod
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Complaint Details
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Initial Complaint
11/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I booked a room at the Stratosphere Hotel & Casino in Las Vegas, Nevada on 10/28/21 for a one night stay through *********. ********* trip number ************** Confirmation number ********* Hotel phone number 702-380-7777. I never received a receipt for my stay but noticed an extra charge for $50 on my bank statement. I called the accounting department and spoke with ANDY N***** who emailed my receipt. They claim I went back in the room at 1:30pm and charged $50 for a late check out. The other charges I received were, $41.95 resort fee and tax, and $38.97 to *********. I did not go back in the room at 1:30pm or anytime after I left at approximately 9:30am. After an hour plus of trying to get through to the front desk manger, I spoke with Mikayla who tried to help, I think, but stated "security had to check the cameras and the charge stands until they figure it out". I asked how/when I could/would find out what was on the security footage and she didn't know but said I could call back to check and gave me the front desk managers extension... @ 5113. I hope this is an honest mistake and the Stratosphere will return the $50 late check out fee when I left the Stratosphere @ approximately 9:30am, and never went back.Business response
12/14/2021
Business Response /* (1000, 10, 2021/12/05) */ We apologize for the delayed response, your $50 and we have also refunded $41.95 for the inconvenience. allow 5-7 business days for this to reflect into your account. Consumer Response /* (2000, 12, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you! I appreciate the refund. I spent hours on hold with the front desk at The Strat. They kept transferring me back and forth and putting me on hold like a joke. If it weren't for BBB i doubt I would have recovered the $50 fraudulent charge. Maybe it was an honest mistake but it seemed deliberate.
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Contact Information
Customer Complaints Summary
84 total complaints in the last 3 years.
22 complaints closed in the last 12 months.