ComplaintsforTreasure Island - TI Las Vegas Hotel & Casino, a Radisson Hotel

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I stayed at treasure island 5/24- 5/26. On 5/25 we came back from a day on the strip. We went to our room at 7:30 and we were in there for about 30 to 45 minutes when a security guard knocked on the door. I went to the door (not decent) and peeked my head out and he said there was a beer can holding the door open. Because of my state I grabbed the beer can said thank you and closed the door. I told my husband what happened and started getting upset. This was not our drink or something we would ever buy and it was squished perfectly to fit under the door and it held it open the whole time my husband and I were in there. It seemed intentional & malicious. I called, upset, to see if someone could tell me if they saw something on the cameras. They took a while to answer the phone then said we will contact security. We waited upset & scared then decided to go downstairs and talk to security ourselves because no one was calling back. I flagged down one and told him what happened. He did express some concern but mentioned that there are no cameras on the hallway. He said he will contact his boss. When this guy came things got worse. He came up to us and his first words are I can offer you a room change. I was a little taken back because my main concern is what might of happened when the door was open. If someone came in and recorded us. I explained this to him and he said like I said I can offer you a room change. I went from upset to mad because I was not taken seriously. I told him I want to know if you can check cameras even just elevator cameras to see we were being followed or if someone with those type of cans were around while we were going up SOMETHING to make us feel a little safer. He made us feel worse. After a lot of dismissing comments he said ok come up. We went up a few floors & after a lot of back and forth he finally said we can file a statement. We did. His attitude got worse & hostile. I cant believe this is who is suppose to keep us safe

  Business response

  05/30/2024

  Good morning, 

  We are sorry to hear of the negative experience you encountered during your stay and sincerely apologize for any distress caused. 

  In order to investigate further, we are asking for detailed information: 

  At exactly what time did you enter the casino from your day out, what entrance did you come in from and a description of what both you and your husband were wearing on the day of May 25, 2024. All of this is needed to review the proper footage. 

  We appreciate your assistance in this matter. 

  Thank you, 

  *************************** | Director, Guest Experience

  Customer response

  05/30/2024

  Treasure island is asking for information to be able to investigate. We entered the hotel from 7:30 to 7:38 through the entrance next to seor frogs. My husband was wearing an orange short sleeve button shirt and black swim shorts with black sneakers and I was wearing a black shirt with a blue swim skirt and happy face slippers and I was carrying my wedge shoes. 

  Customer response

  05/31/2024

   
  Complaint: 21764749
  
  
  

  Treasure island is asking for information to be able to investigate. We entered the hotel from 7:30 to 7:38 through the entrance next to seor frogs. My husband was wearing an orange short sleeve button shirt and black swim shorts with black sneakers and I was wearing a black shirt with a blue swim skirt and happy face slippers and I was carrying my wedge shoes.

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

  Business response

  06/04/2024

  Dear **********************, 

  Thank you for taking the time to share your concerns regarding your recent stay at Treasure Island. We sincerely apologize for the distressing incident you experienced, and any discomfort caused by our response to your concerns. We understand how unsettling it must have been and to feel that your safety was compromised. Your peace of mind is incredibly important to us, and we regret that this incident occurred.

  After a thorough investigation, including a review of available footage from common areas, elevator and a lock interrogation of your room door,we found no evidence of any malicious intent or security breaches on our part. Our investigation also showed that the door was left open for an extended period after you entered the room at 7:38pm, which may have contributed to the situation you described. Our security team responded as per our standard procedures, and while we recognize that our communication could have been more supportive and reassuring, we did offer a room change to ensure your comfort and safety.

  We understand that this information may still leave you with concerns about your safety and security. Please know that we take these matters very seriously and are committed to ensuring the safety and well-being of all our guests. While we were unable to identify any malicious intent or external involvement, we recognize the importance of addressing your feelings of unease. We truly appreciate your feedback about the conduct of our security personnel and will use this to improve our training programs. Our goal is to ensure all staff members handle such situations with the utmost sensitivity and professionalism.

  While we must respectfully decline your request for a refund, we would like to extend a gesture of goodwill. We can offer you a discount on a future stay as well as a suite upgrade during your next visit to Treasure Island. We hope this demonstrates our commitment to making things right and ensuring you have a positive experience with us.

  Thank you for bringing this matter to our attention. We value your patronage and hope to have the opportunity to provide you with a more enjoyable stay in the future.
  
  Sincerely,
  
  *************************** | Director, Guest Experience

  
  

  Customer response

  06/04/2024

  Hello. Thank you for verifying what is on surveillance. Even though there are no hallway cameras, its good to know nothing seemed suspicious in the elevators. I hope things do change with the head of security because weve never experienced such hostile service from someone that was suppose to help us feel better. As far as your offer, we would like for Treasure Island to understand something. When we saw the beer can we felt very scared. We immediately called for help. If you look at the statement my husband wrote down he mentioned that when I was on the phone trying to call security, he was outside keeping watch. He saw someone dressed in all black and told him someone opened our door. He has a walkie so my husband assumed he could call someone. The man said oh Im not security and left very quickly so my husband couldnt catch up to him. With that happening and then meeting with the head of security and seeing that he was dressed like the man my husband saw then feeling his lack of consideration and dismissive attitude made us feel like it was him who ignored my husband. Things started feeling really weird with him and he would not take us seriously it made us feel like maybe he had something to do with it. We didnt feel safe with the Treasure Island security or personnel anymore which is why we denied a room change because it wouldnt change the fact that they had access to all the rooms. We now see that the team didnt see anything on the cameras but his attitude and demeanor made us feel uneasy that night. Had he been more attentive and empathetic we wouldnt feel so scared. But it was because of his fault we were robbed of our Saturday night. We are busy parents of 3 kids, 2 with special needs. We barley get to ever get away alone. We were able to take a trip, our 2nd in 6 years, and we were robbed of our Saturday night and reunited our only full day in Vegas. I say this because after we went back to the hotel room after talking to security we did not feel safe enough to leave the room again. We pushed chairs against the door and stayed in the whole night. A voucher to come back is not okay because one, the way we were treated felt horrible, and two because we are not people who can get up and go on a trip anytime we want. Its nearly impossible for people like us to go out which is why we were so disappointed we couldnt fully enjoy our two night stay at Treasure Island.  

  Customer response

  06/05/2024

   
  Complaint: 21764749
  
  I am rejecting this response because:
  

  Hello. Thank you for verifying what is on surveillance. Even though there are no hallway cameras, its good to know nothing seemed suspicious in the elevators. I hope things do change with the head of security because weve never experienced such hostile service from someone that was suppose to help us feel better. As far as your offer, we would like for Treasure Island to understand something. When we saw the beer can we felt very scared. We immediately called for help. If you look at the statement my husband wrote down he mentioned that when I was on the phone trying to call security, he was outside keeping watch. He saw someone dressed in all black and told him someone opened our door. He has a walkie so my husband assumed he could call someone. The man said oh Im not security and left very quickly so my husband couldnt catch up to him. With that happening and then meeting with the head of security and seeing that he was dressed like the man my husband saw then feeling his lack of consideration and dismissive attitude made us feel like it was him who ignored my husband. Things started feeling really weird with him and he would not take us seriously it made us feel like maybe he had something to do with it. We didnt feel safe with the Treasure Island security or personnel anymore which is why we denied a room change because it wouldnt change the fact that they had access to all the rooms. We now see that the team didnt see anything on the cameras but his attitude and demeanor made us feel uneasy that night. Had he been more attentive and empathetic we wouldnt feel so scared. But it was because of his fault we were robbed of our Saturday night. We are busy parents of 3 kids, 2 with special needs. We barley get to ever get away alone. We were able to take a trip, our 2nd in 6 years, and we were robbed of our Saturday night and reunited our only full day in Vegas. I say this because after we went back to the hotel room after talking to security we did not feel safe enough to leave the room again. We pushed chairs against the door and stayed in the whole night. A voucher to come back is not okay because one, the way we were treated felt horrible, and two because we are not people who can get up and go on a trip anytime we want. Its nearly impossible for people like us to go out which is why we were so disappointed we couldnt fully enjoy our two night stay at Treasure Island. 

   

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

  Business response

  06/07/2024

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

  Thank you for sharing your detailed account of the incident and your feelings about the experience. We genuinely appreciate your feedback and understand the distressing situation you encountered during your stay.

  We regret your interaction with our security personnel made you feel unsafe and your concerns were not addressed with the empathy and seriousness they deserved. Please be assured that we take your feedback very seriously and these issues have been addressed with our Director of Security as well as providing the necessary customer service training for our security team. 

  While we understand the gravity of your experience and the impact it had on your stay, a room change was offered which was declined. We understand that this was not the solution you were seeking, however Treasure Island did take the proper protocols to assist in the matter. We must inform you we are unable to provide any additional compensation beyond what has been offered for a future stay.

  We recognize the significance of your concerns and regret we could not meet your expectations on this occasion. 
  

  Your feedback is invaluable in helping us improve our services and ensure a better experience for all our guests.

  We appreciate your understanding.
  
  Best regards,

  *************************** | Director, Guest Experience 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details are provided in the supporting document named Treasure Island

  Business response

  05/21/2024

  Good afternoon, 

  I reviewed your complaint sent to the Better Business Bureau and we certainly appreciate your comments and concerns regarding your Treasure Island stay. 

  We truly apologize for the negative experience you had during your visit. We are disappointed that we did not meet your expectations and certainly understand your frustration regarding this matter 

  Upon looking into your concerns, we were able to verify that you made the reservation through a third-party website. Unfortunately, Treasure Island does not have access to the funds collected by the third party.

  In order to move forward in any way, you must contact the third party with whom you made the reservation with and request for what's called a penalty waiver. Once we receive the penalty waiver from the third party, we will be able to investigate further regarding your request. 

  Thank you, 

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

  Treasure Island

  Director, Guest Experience

  Customer response

  05/29/2024

   
  Complaint: 21739403
  
  I am rejecting this response because:  As a disabled veteran and consumer, when I booked this hotel on the website it sated Treasure Island.  I should not have to continue get the run around about a third party.  This is what I know, your hotel took $1028.61.  I did not stay at your hotel I am request my money.  Yes my money it came out my account and I did not receive anything promise due to your hotel condition.  I proof to you that I have to stay at a different hotel.  If you can not help please provide the *** ********************* information because it is horrible that I am pleading for my money. 
  
  Sincerely,
  
  *************************

  Business response

  05/29/2024

  Good morning, 

  I certainly understand your frustration, but the reservation was made through a third party not Treasure Island. When making a reservation through a third party, you pay the third party and not the hotel directly; the third party has the funds. 

  As previously stated, you will have to contact the third party with all the proof that you provided and request that penalty waiver. Unfortunately, there is no other way around it. We are willing to review and investigate on our end but are unable to do so until we have that penalty waiver. Treasure Island has no access to any reservations that are made through third parties. 

  As the Director of Guest Experience, I am the highest point of contact. Treasure Island would like to assist you as best as possible, but we do need your assistance in the matter. Once the third party is contacted by you and the penalty waiver is sent over, the next process can start. I truly apologize for any inconvenience that this is causing but it is the only way to move forward. 

  I appreciate your understanding. 

  Sincerely, 

  *************************** | Director, Guest Experience

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i lost a wallet with ***** dollars and blank checks on march 19. i was at the airport when i realize i left the wallet behind. i call the hotel and security found it under my pillow. he told me to file it with lost &found which i did. my case #is ******** on march 19. the lady in charge of lost and found her name is ****** told me to send a email with a copy of my license. for some reason my email was sent but there email woundn't accept it . i keep calling and ****** kept saying with out concerned about my problem. it took me many calls on how to get this right with her i finally ask for a fax number which she did hesitated giving it to me. i had sent many faxes to her and she claims she never received them. i sent them through my work place at a ************** and **** i hope you can help me because dealing with lost & found is frustrating to me

  Customer response

  04/03/2024

  THE *** NUMBER ****** GAVE ME WAS ************. ONE TIME I READ IT BACK TO HER AND SHE SAID THAT IS OUR *** NUMBER

  Business response

  04/05/2024

  Guest has been contacted directly via telephone and we have accomplished in getting the proper identification needed to move forward with the guest's belongings. The next steps are being taken and guest will have their missing items sent to them via mail. 

   

  Thank you, 

  *************************** | Director, Guest Experience 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I discovered BIOHAZARD material or paraphernalia around my bed. I immediately phoned to voice my concern where I was informed that the only remedies were a room change, room cleaning or late checkout. None of which are adequate for BIOHAZARD.I opted to for none of those and said I would go down to the front desk, and was politely given names to supervisors (***** and *****).I went downstairs to the front desk and accompanied with friends that also booked rooms for the weekend. We spoke with the initial front desk associate and was offered the options as the employee on my initial phone call. I declined as these are not adequate options for BIOHAZARD.The front desk associate grabbed the supervisor, which happened to be *****. In a much more ***** stance, I was given the same option. Not good enough and noted that as patrons, we book rooms on the Las Vegas strip and expect high quality services for the money we paid. His only rebuttal was to offer after a polite suggestion was to offer one night RESORT FEE WAIVER with a room change and because verbatim from Rahit, One night inconvenience, one night resort fee. I did not take a room change as I already unpacked and this health/safety inconvenience was cutting into my trip. What felt rather rude and forceful.. I was given a room cleaning and the one night resort fee waiver which accounts for $40 and some change, again, for BIOHAZARD!By simple logic, that doesnt make sense as it didnt include the money I paid for the night in a multi-night booking. Additionally, the lack of empathy and sympathy from the front desk supervisor was extremely unappreciative. The view of this establishment, based on this employees handling, exudes that BIOHAZARD/HEALTH/SAFETY issues are dealt with in bullish/aggressive fashion and with minimal customer satisfaction.

  Business response

  01/18/2024

  Dear ********************,
  
  I hope this message finds you well. I would like to express our sincere apologies for the unpleasant experience you encountered during your recent stay at our establishment. Your safety and satisfaction are of utmost importance to us, and I assure you that we take this matter very seriously.
  
  I have thoroughly reviewed your detailed account of the situation and would like to extend my sincerest apologies for the inconvenience caused. The presence of syringes is absolutely unacceptable, and I want to assure you that we are taking immediate steps to address and rectify the situation.

  I understand that our initial attempts to remedy the situation fell short of your expectations, and for that, I sincerely apologize. Your comfort and satisfaction are of the utmost importance to us, and I regret any inconvenience caused during your stay. Having reviewed your feedback, it is clear that the proposed solutions did not meet your needs, and I want to assure you that we take your concerns seriously.We acknowledge the severity of the situation and want to work towards a resolution.

  Due to your reservation being booked through a third party, it does make it difficult for Treasure Island to process any type of refund as the third party is who has the access to the funds not Treasure Island.

  In recognition of the inconvenience you endured, I have removed the remaining resort fee charges of $92.98 since that was paid to us directly here at the hotel; please allow **** business days for this to reflect on your account. I would also like to offer you a complimentary 2-night stay for a future stay.
  
  Furthermore, we will be reevaluating our procedures for handling health and safety concerns to ensure that they are approached with the utmost care and consideration for our guests.
  
  Once again, I apologize for the distress this has caused you, and I appreciate your understanding as we work to resolve this matter promptly.
  
  Thank you for bringing this to our attention, and we sincerely hope to have the opportunity to regain your trust in the future.
  
  Warm regards,

  *************************** | Director, Guest Experience

  Customer response

  01/23/2024

   
  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, however, need to know how they plan to accommodate the 2-night stay. How will they contact me to get that situated?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was booked at an air bnb but they had a power outage from extreme heat so I last min at 10pm made a Reservation through priceline for treasure island because I have stayed there before. The total amount I paid priceline was $680.40. When I checked in I was greeted with additional charges of $878.94 for "resort ***** ************** I went up to my ********* was not cleaned & drawers were open so I went back to the front desk to tell them that it was not clean & they gave me a second room which was not clean as well. At this point the housekeeping supervisor came up to inspect the room. She took pictures of the hair all over the dresser, trash underneath the desk & on the beside, miscellaneous stuff on the carpet and reported it to the front desk. At that point I told them I ws uncomfortable staying there and would like a refund to go elsewhere. The guy at the front desk told me the resort fees were nonrefundable but they could refund the deposit. I asked to speak with the manager on ********** came down & I explained the *************** refunded all the money I paid the hotel which was resort ****************** deposit which was $878.94. I was advised that the remainder of my refund would have to be refunded by the sales **** the next day because they were closed. I called priceline about the ************ said they would return my money once they got approval from the sales **** the next morning. I called the sales **** the next ************** requested a waiver refund fee form be submitted by priceline for a refund of the remainder $680.40. After a complete day of run arounds between treasure island and priceline, treasure island ultimately denied my refund stating that housekeeping said the rooms were clean. I asked him why would I run a child around with no where to go I'd the rooms were clean, doesn't make sense. The guy working with ****** on 7/26/23 in the sales **** became very rude & disrespectful towards me. Hotel manager **** said I deserved a refund.

  Business response

  07/28/2023

  Dear **************, 

  
  Thank you for bringing your recent experience at Treasure Island to our attention. We apologize for the inconvenience and frustration you encountered. 
  We apologize for any confusion at the time of arrival regarding the resort fee charges and incidentals. We understand that additional fees can be frustrating, but we do have to mention that we try to be as transparent as possible when it comes to resort fees and incidentals. Resort fee charges are notated on all of our third-party websites, and it should have been included in the grand total when booking your reservation. I recommend referencing back to your original booking and confirmation for this information. In regard to incidentals, our agent should have been more transparent. We will take this opportunity to review our procedures with our agents to ensure that these types of issues do not occur again moving forward. 
  I sincerely apologize on behalf of Treasure Island for the run around that you encountered while trying to find a resolution but because the reservation was booked through the third party, we (Treasure Island) are limited with said reservation. When booking your reservation through a third party, you agree to the terms and conditions and unfortunately the reasoning behind your departure does not qualify for a refund. I would recommend reaching back out to the third party to have them resubmit another penalty waiver to see if there is anything additional that can be done. This does not guarantee a refund, but it would allow them to investigate once more. 

  Thank you for your time. I appreciate your patience and understanding. 

  Sincerely, 

  *************************** | Director, Guest Experience 

  Customer response

  08/14/2023

  This issue has not been resolved and I have NOT heard back from Treasure Island. I am currently in a dispute with my bank to try to obtain my money from these fraudulent charges. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a day room at Treasure Island for 05/19 for 1 a.m. to 11 a.m (10 hours total) using Hotels By Day website. I prepaid the amount of $83.04 including taxes and fees. The stipulation was that the fee will be forfeited if I didn't show up at the property. In fact, I booked this day room only on 05/18 at ***** p.m. and had every good faith of keeping the room.When I arrived at the property, I was informed that I had to pay a resort fee of close to $50. There is no indication of any resort fee mentioned during my booking. There was some vague description that some hotel "may" charge an amenities fee in the *** section, but, it was not specifically mentioned for TI. Definitely no amount was mentioned. I have attached copies of my booking confirmation and receipt e-mails as attached to show there was no mention of resort fee.I have every right to refuse to pay the resort fee because it was not part of the contract that I had agreed to. For a contract to be valid, the consideration process has to be there. I was unaware of a resort fee or an amount and it was not mentioned anywhere in the e-mails I have attached. If I knew TI will be charging me a resort fee of $50, then, it would no longer be $80 for a 10 hour stay, but $130, which to me is way too exorbitant. Then, I would not have paid for it. So, the contract becomes invalid because of fraudulent information.I did not stay at the hotel and I never checked in. I am still waiting for my money to be refunded back to me. TI could have honored their part of the contract and given me the room without the resort fee as per the agreement, or, seeing that they refuse to do that, they should have refunded me my money instead of keeping my money for one month. It is not my duty as a consumer that has clearly been egregiously wronged here to find out whether HBD has paid TI or not (because they claim they have given the money to TI), that is the agreement between 2 businesses. My money should have been returned to me.

  Business response

  06/16/2023

  Dear *******, 

  Thank you for taking the time to share your recent experience at our hotel. We sincerely apologize for the negative experience you encountered during your stay. Please know that your satisfaction is of utmost importance to us, and we deeply regret any inconvenience or disappointment caused.

  We are disappointed to hear that you did not utilize your reservation. Please know Treasure Island would never have any hidden fees and the resort fees are always disclosed on third party websites as well as the Treasure Island website. Being that your reservation was booked through a third ************** must contact the third party directly regarding your reservation. 

  We appreciate your feedback and are actively working to make necessary improvements to enhance guest experience. Thank you for understanding.

  Best Regards, 

  ***************************
  Director, Guest Experience
  Treasure Island 

  Business response

  07/06/2023

  Dear *******, 

  Thank you for your follow up. 

  I certainly understand your frustration but when you book through a third party, you pay the third party directly. When booking through the third party you agreed to the terms and conditions, which include cancellation policies as well as resort fees. This reservation was not cancelled within the cancellation time frame and although it was not utilized, you forfeited this reservation due to not checking in. 

  I have also attached the hotels by day reservation page where it states that the hotel has a resort fee charge that is collected at the property. It is located on the right-hand side of the page with a red asterisk. 

  As stated before, due to this reservation being booked through the third party, all communication and requests must go through the third party. You are more than welcome to request a penalty waiver, but this does not guarantee a refund of any kind. 

  Our apologies for any inconvenience or disappointment that this may have caused. I hope this clarifies any questions. 

  Sincerely, 

  *************************** | Director, Guest Experience

  Customer response

  07/06/2023

   
  Complaint: 20189226
  
  I am rejecting this response because: Not Compensated.

   

  Hi ******,

   

  Thanks so much for the quick response. The Resort Fee was only added recently after I made my complaint. It was not there when I booked it on May 19th. I can show you for the * right now:-

   

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

   

  which does not show a Resort Fee and you surely know the * also charges a Resort Fee.

   

  I have been in Vegas long enough to know about these charges. I just figured since it was a *ay Room through HotelsBy*ay, the fee was not charged. It was not stated previously on the website, trust me. And I have already paid $83 when you can get a room for TI on Priceline for $20 or $30 but with Resort Fee, that amounts to about the same. You cannot fault me for assuming that they will not be an additional fee, then, I will be paying more for a 10-hour room rather than a full day, which does not make sense to me. That's why I rather go to places like the Travelodge that does not charge Resort Fees.

   

  I want to believe TI are the Good Guys here and HB* are the Bad Guys. I went to TI to ****** at the Blackjack tables during the pandemic in June/July 2020 when there will be 4 or 5 open BJ tables and no one was there playing. Now, you are doing very well and thriving, all the tables are occupied most of the time with lots of players.

   

  I am asking for the help of BBB and the goodwill of TI to give me a similar comp room without charging me a Resort Fee for (1 a.m. - 11 a.m.) on a weekday. because that was what I paid for. I believe this is a fair solution for all parties. I don't want to pay $83 for nothing, when I did turn up at the Hotel and was turned away because I refused to pay the Fee and had to sleep in my car instead. I did not forfeit on my own, because I was not given the option. Either I pay or I don't stay. You give out comp rooms all the time, so, I don't think it is that big a deal especially on a weekday. Furthermore, the **************** was apathetic and unsympathetic at best to my predicament and was more than willing to chug me aside to handle the next customer when I refused to accede to my card being charged the additional fees and I don't think that is the way CS should be handling situations like these in a reputable Resort like yours. They did not work with me to find a solution.

   

  Thanks a lot!

   

  Sincerely,

  
  *******

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

  Business response

  07/06/2023

  I certainly understand your frustration and sincerely apologize for the inconvenience that was caused. 

  As previously stated, you are more than welcome to request a penalty waiver to be sent from the third party to the hotel for further investigation. But I must reiterate again that the penalty waiver does not guarantee a refund. Treasure is unable to do anything or look into anything further until the penalty waiver request has been emailed or faxed through the third party. At this time, no refund is being honored. Once the penalty waiver request has been sent over, our wholesale team will be able to review further. 

  I am sorry you feel as if you were turned away, that was never our intention, but we ask that you understand where Treasure Island is coming from as we have certain protocols and procedures in place for our reservations. 

  Please be sure to contact the third party and provide any and all information and paperwork you have that they may include with the penalty waiver request. 

  Sincerely, 

  *************************** | Director, Guest Experience

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at TI Las vegas from Monday to Thursday from date of 5/8/2023-5/8/11 in room *****. After leaving I noticed i forgot the laptop charger which I called their customer service at ************ which was handled poorly. THe lady had me waiting for 15 minutes and transferred me to another call and then hung up on me during the call. It is a simple request to check the room and check lost & found and common request. TI customer service blundered on this. Their customer service should be exacly servicing the needs like this and that is what their contact number is for. I am requesting following as damages:- TI promptly locate the laptop adapter left in room ***** and sent to my address at ******************************************* Fremotn ** ***** - Fully refund the entire stay of 4 days.

  Business response

  05/15/2023

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

  
  Thank you for contacting the Better Business Bureau regarding your most recent stay at Treasure Island. 
  We are sorry to hear about your missing item and apologize that you were on hold for quite some time and that the call was disconnected. I have checked with our lost and found department and they do not have an item matching that description. You are more than welcome to file a report with our security department. Their contact information is ************; let them know you would like to make a report for a missing item that has not been located. 

  I sincerely understand your frustration, but I must respectfully decline your request for a refund. We will use this time to properly coach our staff to ensure that we handle every issue in a timely manner with the best customer service possible. 

  Best Regards, 

  *************************** | Director, Guest Experience

  Customer response

  05/17/2023

   
  Complaint: 20052192
  
  I am rejecting this response because: I callled the number and was hung up, why I should  call again? the adapter was left there because it is no where to be found. how could i know if it has been checked at all? 
  
  Sincerely,
  
  *****************************

  Business response

  05/17/2023

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

  We certainly understand your frustration, but we are unable to file a lost item report for you. We apologize for any inconvenience that this has caused but we have processes in place when it comes to lost items. You may call and speak directly to security and file the report via telephone, or you may go online and file a lost item report at treasureisland.com > scroll down to the bottom of the page and click the lost and found link. 

  Sincerely, 

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

  Director | Guest Experience

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking for courtesy credit as I was unaware of this policy as most of the other hotels do allow a 24 hours cancellation window. I had never heard of 72 hours before.I did not get any receipt from the hotel and deducted the money from my account without notifying me.I'm looking for the my deposit for $260.72 return back to me however they denied my request with back and forth sending very disturbing emails.

  Business response

  03/14/2023

  Good afternoon **************, 

  Thank you for contacting the Better Business Bureau regarding your matter. 

  You have spoken to me, as well as the Director of ****** Services regarding this matter through email communication and we respectfully declined your request for a deposit refund due to you cancelling outside of our cancellation time frame. When booking your reservation, you agreed to the terms and conditions; in these terms and conditions, it does state our cancellation policy. We have also reviewed your phone call from the day you called in to cancel your reservation and you were made aware of the deposit forfeit, which accepted and moved forward to cancelling your reservation.

  As a gesture of goodwill, you were offered a suite upgrade for a *********** as well as a $50 food and beverage credit with invited guest check in, which you declined. We apologize for any inconvenience this may have caused but we will not be able to process your request. 

  Best Regards, 

  *************************** | Guest Relations Manager
  Treasure Island - TI Hotel & Casino
  3300 Las Vegas Blvd ** Las Vegas, ** 89109
  P: ************ | D: ************ | F: ************
  E: *******************************************************
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We added an extra date. We checked in on Thursday, February 23rd- Sun, February 26th.Our initial room was on the 21st Floor. We stayed in that room one night due to a sewer issue that was coming from the toilet and sink. We tried staying in the room, but the smell was too bad. The next morning, we went down to guest relations and informed the rep. ******* of him calling a manager to deal with the complaint. He apologized and offered us a new room on same floor. Unfortunately, not once did he ever off to have a ******* come and assist us with the move to new room. I explained to him my wife and I were there to celebrate her birthday and this inconvenience is s putting us behind schedule with our plans. Due to this, we missed our H**** Kitchen reservation and was forced to eat our meal at the bar of H**** Kitchen. The representative never offered us any assistance to expedite the move. Weve stayed at Treasure Island a few times in the past. Unbeknownst to us, we were charged a daily resort fee for services that werent up and running. The swimming pool and hot tub were closed and never were we informed of this while making our reservation or checking in. That would have been a deal breaker as we planned on using those amenities. Im not sure how a hotel can charge s resort fee without resort amenities for guest to use. I didnt plan on having so many issues on a trip that was suppose to be happy and fun for my wife. Respectfully,*************************

  Business response

  03/14/2023

  Dear ********************, 

  Thank you for contacting the Better Business Bureau regarding your most recent stay at Treasure Island. 

  We are disappointed to see that you did not have a more positive stay and we sincerely apologize for the inconveniences you encountered due to the sewage smell issue in your room and for our agent not offering assistance from our bell desk. Our managers are always available at the guest request, and I apologize on the agent's behalf as they are encouraged to handle any situation if they have the ability to do so. 

  We must add that the pool is not a resort fee amenity and is closed yearly for the season from November to March; this is something that is notated on our website, and we apologize if this was not communicated directly to you.

  As a gesture of goodwill, I have removed your resort fee charge for the first night due to the inconvenience of the smell and would like to offer you a suite upgrade for a future stay. Please allow **** business days for this credit to reflect back onto your account. I have attached the suite upgrade offer to this email. 

  I appreciate you bringing this matter to our attention and will share these concerns with our ********************** for corrective action. Your patronage is valued, and I hope to be able to welcome you back to Treasure Island on your next visit. 

  Sincerely, 

  *************************** | Guest Relations Manager
  Treasure Island - TI Hotel & Casino
  3300 Las Vegas Blvd ** Las Vegas, ** 89109
  P: ************ | D: ************ | F: ************
  E: *******************************************************
  

  Customer response

  03/19/2023

   
  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

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is for a individual who worked upstairs by the elevators , it is a jewlery/ gem store that is right on the corner, by the escalators, this lady was so rude to me, she yelled at me from the top of her lungs with no customer service and it was a store in front of kids, all I asked her a question, she started screaming and yelling which I never seen any one so who works in a store, saying mean things to me. This was the worst time I had with some one that was suppose to be professional in her job.

  Business response

  02/16/2023

  Dear ************, 

  Thank you for bringing this matter to our attention. 

  It is disheartening to learn that we did not meet or exceed your expectations during your stay. Please know that we take your concerns very seriously and will be sure to review your concerns with the proper management team. 
  Please accept our apologies because what you described certainly does not represent the level of service that our guests typically enjoy when visiting our resort. We appreciate your feedback so we can use your information to work on improving our customer service.

  Once again, our apologies. We value your patronage and hope to have a future opportunity to serve you.

  
  *************************** | Guest Relations Manager
  Treasure Island - TI Hotel & Casino

*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. ↩