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

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dont understand why I was able to pay for early check in online and then when I arrived I wasnt admitted to a room because they couldnt check me in early. So now I have to sit around for four hours until Im able to get a room? It makes absolutely no sense. Its a scam.In the screenshot under estimated additional fees is the $40 payment for early check in which wasnt even available.

  Business response

  02/13/2023

  Hello ****************, 

   

  Thank you for taking the time to reach out to the Better Business Bureau regarding your reservation at Treasure Island. 

  Early check in is based upon availability and is not guaranteed; early check in for suites is not available to be purchased in advance. This is why it states estimated early check in charge. At this moment you are not being charged for early check in. 

  We apologize for any inconvenience this may have caused you. You are more than welcome to store your luggage with our bell desk while your room becomes available. 

  Enjoy your stay! 

  Best regards, 

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

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the night of December 27th, after 12 hours of travel with an autistic child, a toddler and an infant, upon checking in at the Treasure Island Hotel and Casino in Las Vegas, Nevada (booked through AAA Travel), we were given a room on the 35th floor (room *****) with a duct taped window where I could feel the breeze coming through. When I spoke to the front desk they changed my room for one on the third floor (room ****), with no strip view which is what I was originally paying for. The manager onsite verbally promised to deduct one night's stay because we were being downgraded. When we arrived at the assigned room at 11:24 we were forced to wait outside of the room because housekeeping was still servicing the room.In room ****, when I crawled into bed at 2:00 a.m. (12/28), the bed that my children had been playing in and that I laid my infant on was blood stained and covered in some sort of particles (skin? crusted blood?). When I called the front desk they sent the housekeeping manager ****** (refused to give me a last name) up to inspect the room. She took pictures. I called the front desk back asking them what type of resolution they would be offering me. *****, the manager was only willing to waive the resort fee, when I threated to call the police because my children were exposed to biohazardous material they sent security up to our room. I spoke to and filed a report with and filed a risk management report with manager *************************. The security team also took multiple pictures.The security team was very understanding and inspected a new room for us before we transferred our belonging once again at 3 in the morning. I had to bathe all of my children including my infant at 3 a.m. after they were exposed to this filth.I was given a report number and a phone number to call for follow-up with risk management, however they are not returning my calls (screenshot of attempts to contact attached).

  Business response

  01/06/2023

  Dear **********************, 

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

  Please accept our apologies due to the inconvenience you encountered with the cleanliness of your room and having to room change multiple times. It is always a genuine concern to us when anything disrupts our guest's stay, and we regret these irregularities for they misrepresent our commitment to providing the highest quality of excellent service. 

  As a gesture of goodwill, I have adjusted your first night's room and tax off due to this inconvinience. Please allow 5-7 business days for this credit to reflect back onto your account. 

  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
  3300 Las Vegas Blvd ** Las Vegas, ** 89109
  P: ************ | D: ************ | F:************
  E: *******************************************************

  Customer response

  01/09/2023

   
  Complaint: 18686809
  
  I am rejecting this response because:

  Adjusting a one night's stay is unacceptable after we were exposed to bio Hazardous waste due to the hotel's negligence. My children have to undergo testing as a result of this exposure and your negligence.

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

  Business response

  01/12/2023

  Dear **********************, 

  I sincerely apologize for you being checked into an unsatisfactory room as it misrepresents ** and the level of service we like to provide. 
  The incident referenced has been reviewed and we regret that it occurred, but I must respectfully decline any further compensation. I certainly understand your frustration but due to your rejection and claims this must go directly through **************** Your information has been forwarded to them. Their direct number is **************. Thank you for your time. 

  Sincerely, 

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

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $288 for a trip, that was paid in full before my departure. When i spoke to the manager ****, not only was he INCREDIBLY rude but he was also dismissive. I was falsely charged for additional occupany fees deposited already paying for it. I called the company which I booked the experience through and there is no record of Treasure Island having the right To charger this additional fee which shows me they took advantage of a situation and owe me back the $200 they charged for the occupant

  Business response

  10/25/2022

  Dear ***************, 

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

  It looks like you have spoken with our Hotel Manager regarding this issue, and it has been resolved. 

  I want to apologize again for the miscommunication and inconveniences caused regarding said issues. 

  We look forward to your next stay. Have a great day!

  Sincerely, 

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

  Guest Relations Manager 

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend and I got a suite at TI October 1-3 and I would like to request a full refund for our stay. I have reached out to TI directly about this with no response. This is my first time in Vegas and the first room was horrendously dirty - there was candy behind my night stand and white goo all over the painting next to my bed. There was holes in our pillow cases and drinks had been spilled on the couch and not cleaned. Sticky floors too. They were able to switch rooms for me, but the second room was perhaps the worst. They have records of all this. In the second room, the toilet was dirty with what I think looks like blood or stool and the floors were sticky there too. Although that could have been reconciled with a good cleaning, I come to find the window of our new sweet is cracked badly and hot Vegas air is seeping into our room. The crack was taped with duct tape and you can feel the heat. Photos attached. We paid $400/night for this suite and truly the entire thing isnt clean, I spent my first three hours in Vegas photographing mysterious liquids in 2 rooms, and my room i got (they didnt have any other rooms) is hot. THEN the shower didnt drain the next morning, they had someone come fix it and he used a dirty plunger to unclog it and didnt sanitize anything. My experience here was one of the worst Ive ever had, and I received no response to my complaints. TI does have record of both instances. Photos attached below. Not for the weak stomach. Thank you.

  Business response

  10/13/2022

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

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

  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 have reviewed your comments with the mentioned department managers. 

  I do apologize for the late response regarding these issues.  

  Upon review, it does look like you were given $75 credit in food and beverage along with your resort fees taken off. We have also credited you back one night's room and tax for the inconveniences you encountered while staying with us. 

  Please allow **** business days for the credit to reflect onto your account. 

  Thank you for your correspondence, ************ and again we apologize for your stay not up to our typical standards and leaving a negative impression. 

  Sincerely, 

  Treasure Island 

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two nights at treasure Island hotel on hotels.com for September 28th 2022. For 2 days . Hurricane *** came to ******* on September 28th which is where I live The flights were canceled September 27th 24 hours prior there was no flights leaving ******* or *******. I canceled immediately which was 24 hours in advance but you have to cancel 72 hours in advance or they charge you for one night. When I tried to get my refund through hotels.com and treasure Island they both said they would not give me one night back that they were keeping both nights because it was a Fogo deal buy one get one free night which it was not it was itemized on the receipt each night there is no email there is nothing on the receipt that says it's a buy one get one free They took two nights and gave me no money back I have spoke to both sides and they both keep saying you have to talk to the other side and the other side says no we are not getting a day back. Like I said there is no BOGO deals They are lying to keep two nights It's very unethical and I have no receipt showing that and they cannot produce me with a receipt showing that. So I want back my one night stay . The total amount for two nights was $176 that's including taxes and fees I want half of that back which is for the one night. Which is what it says on their policy. Thank you

  Business response

  10/06/2022

  Dear *****************,
  
  
  Thank you for contacting the Better Business Bureau regarding your concerns.
  
  We are sorry to hear about the events that occurred and caused you to have to cancel your reservation.
  
  Upon reviewing your reservation, we show it was made through a third party website. Being that it was booked through a third party we are very limited as to what we can do, due to contract when making the reservation.You can request for the third party to submit a penalty waiver form to us. Until that is submitted we are limited as to what we can further do for the guest.
  
  Please contact the third party to have that form submitted.We apologize for any inconvenience this has caused.
  
  Sincerely,
  ***************************
  Treasure Island 

  
  

  Customer response

  10/07/2022

   
  Complaint: 18172615
  
  I am rejecting this response because: I spoke with hotels.com which supposedly spoke with treasure Island to send over that waiver form They guaranteed I would have a refund in 72 hours I did not ask for full refund I am adhering to the cancellation policy I want one night back They took two nights I want my one night back they're cancellation policy is they charge for one night. They just keep giving the runaround saying different things. And this is the email I just received for their other excuse why they're not giving back my one night They keep trying to say different things to keep the full amount. 
  
  Sincerely,
  
  *****************************

  Business response

  10/07/2022

  Dear ****************, 

   

  We understand your frustration when it comes to this, and we apologize for the inconvenience it has caused.

  It looks like the third party was given the information to submit the penalty waiver. At this moment, we are unable to do anything else until that waiver has been submitted. Once submitted, it will be reviewed. For any updates you will need to go directly through hotels.com. 

   

  Thank you for your time. 

   

  -Treasure Island 

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a room at TI online. Put down a card for incidentals. Inexplicably billed 44.22 Room was sub par. Didn't seem to have been cleaned. Want a full refund. Not just the 44.22, but what I payed online too.

  Business response

  09/03/2022

  Business Response /* (1000, 5, 2022/08/26) */ Dear *** ***********, I reviewed your complaint sent to the Better Business Bureau and we certainly appreciate your comments and concerns regarding your February 2022 stay at Treasure island. I understand your frustration when it comes to inconveniences however I do not show that any of these issues stated were brought to our attention while you were staying here. Your reservation was booked through a third party website that does state the additional charge of the resort fee to be collected at the time of arrival. As a gesture of goodwill, I can refund that amount but as far as the room and tax you prepaid the third party and I will not be able to refund that amount. I do apologize for any and all inconveniences you encountered while staying with us. Please allow 7-10 business days for the refund to reflect back onto your account. I hope for another opportunity to exceed your expectations. Have a great day. Nicole B****** Guest Relations Manager Treasure Island - TI Hotel & Casino ****************************************** P: ************ D: ************ F: ************ E: nb******@treasureisland.com Consumer Response /* (2000, 7, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did all that they could to make this right

• Initial Complaint

  06/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked 4 nights 5 days at TI 2 months in advance. I attempted to use the TV special advertised on their website and booked my stay for Sunday-Thursday to avoid resort fees. I booked directly through their website but when I called, I was told I didn't book through them and therefore didn't qualify. I assured her I booked through the website, but they offered to wave the security deposit instead. From day 1 my sink had not been draining but didn't really notice until day 2 as I was not in my room very much. When I woke up the sink had remained at the same level and needing to wash my hands and brush my teeth, it became overfilled quickly. I let the FD know at about 10 AM and left for the day. I returned back at 4-5 PM and it was still not fixed. I spoke to them again and it was fixed quickly. I had been looking forward to using the bathtub as I don't have one and noticed dirt spots on the bottom. I didn't feel comfortable taking a bath and only showered, which was disappointing. The night before checking out I had spent 15 hours on a Grand Canyon tour and didn't return home until just before 9PM. I was exhausted and went to bed straight away but noticed a blood stain on the sheet. I called housekeeping and after a bit they brought up a new sheet. It wasn't a fitted sheet, and I was not offered any help putting the new one on. I was so sore from my day I could barely move. I finally got the sheet on and pulled the blankets back to get in. The top sheet moved, and I noticed a stain on the blanket that was between the top and bottom blankets. I was so frustrated and exhausted at this point that I ended up pushing the two chairs together and spent my last night sleeping like that. I saved up for so long to afford this spent quite a bit of money on my stay just to have a horrible experience. The pool was disappointing as well, and the internet barely worked. I have had better stays with ***** ** I want my resort fees and late checkout refunded.

  Business response

  08/27/2022

  Business Response /* (1000, 5, 2022/06/23) */ Dear Ms. *****, Thank you for your recent visit to Treasure Island and for taking the time to contact the Better Business Bureau regarding your recent stay. First and foremost, my apologies for the negative impression we gave you and for the condition of your room. What you described certainly does not represent the level of service our guests typically receive when visiting our resort. This has been shared with our housekeeping team for further review and corrective action. Due to the inconveniences, we have taken off 2 resort fees and your late check out charge. I understand you have many choices when you travel to Las Vegas and we value your continued patronage here at Treasure Island. I would like to offer you a complimentary upgrade to our Petite Suite accommodations on your next visit to Treasure Island. This applies when you book a Deluxe room we will upgrade the reservation. This offer will expire one year from the date from which this email was sent. In order to ensure your reservation is handled properly; please contact our Room Reservation department (***) ******** and a representative will be able to assist you with booking your next reservation; please be sure to mention this upgrade offer when booking your room to ensure availability of the upgraded accommodations. Your loyalty is very important to us Ms. ***** and we appreciate the feedback. We look forward to welcoming you back to Treasure Island again. Sincerely, Nicole B****** Guest Relations/Training Manager ********************************************************************************************************************************** E: nb******@treasureisland.com

• Initial Complaint

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is a horrible ordor on floor 4 of the hotel and also seeped into my room. There was a machine that appeared to have an air freshner running in the hallway that clearly indicated they had a problem that they were aware of (picture attached). They were attempting to mask the smell but it did not mask it. I reported the smell a couple of times to the front desk but all they did was add more air freshner to the machine in the hall. I updated to this room so spent an additional $80 per night for three nights because I wanted a whirlpool tub because I have an injured back which this room had the whirlpool but the ordor was overwhelming. It smelled like sewer/dirty diapers or something like that. I was told they did not have another room available so I had to stay in this room with the ordor. I was there for a work convention so unable to switch to another hotel. The room was also dirty when I took a bath in a short time my feet were dirty from walking on the floors. Since I was dressed for convention other hotel guests thought I worked there and asked me what the horrible smell was. I said I did not know but the ordor was also in my room. I bought air freshner to help mask it but it did not work. They stated their room was further down the hall and fortunately did not have the ordor. Should have have this floor open for guest if you know you have a HUGE ordor issue going on and I would like to know what the ordor was from ...is it something that could make me sick....was it mold, sewer?

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/06/23) */ Dear Ms. *****, Thank you for your recent visit to Treasure Island and for taking the time to contact the Better Business Bureau regarding your recent stay. First and foremost, my apologies for the negative impression we gave you and for the delay on your departure day due to the elevator stoppage. What you described certainly does not represent the level of service our guests typically receive when visiting our resort. This has been shared with our engineering team for further review and corrective action. Due to the inconveniences, we have issued a credit of $238.11 on your VISA. Your loyalty is very important to us Ms. ***** and we appreciate the feedback. We look forward to welcoming you back to Treasure Island again. Sincerely, ****** ******* Guest Relations/Training Manager Treasure Island - TI Hotel & Casino **** Las Vegas Blvd S, Las Vegas, NV XXXXX P: ************ D: ************ F: ************ E: [email protected] Consumer Response /* (3000, 7, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept the refund of what I paid to upgrade the room charge of $238.11 and the credit is showing on my credit card. However, the apology by phone was related to the issue I had. The apology written here is obviously confusing my concern with another customer. I did not have a delay the day of departure due to elevator stoppage. My concern was over the sewer like smell on the fourth floor that seeped into my room. There was a machine in the hallway to attempt to mask the smell, but it did not mask anything. I reported this twice when there but was told there was not another room available and although I believe they put more "air freshener" in the machine it did not solve the odor problem. Also, the room floors were very dirty. So YES I would consider the case closed and hope that the hotel figures out what is going on with the odor on their 4th floor so other customers do not have to go through this and this. Ideally, they should have made this "right" by giving me another room when I was trying to resolve this with them during my stay and hopefully, they do better for their customers going forward.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As a Radisson Rewards member, I booked my stay with Treasure Island Hotel (who's parent company IS Radisson). The breakdown showed a total cost of $798.06. When I booked the hotel room, the confirmation showed "estimated additional fees" as $0. Which I confirmed with a Nicole working at the front desk on Tuesday, May 10th. As confirmed, being a Radisson Rewards member nullified the daily resort fee. I even attempted to book the same hotel WITHOUT logging into my Radisson Rewards account which does show an "estimated additional fees" of $117. Upon checking out of TI, I was never emailed a copy of my final receipt and itemized statement (even after asking TWO different people) and I was charged an extra $132.66 in "daily resort fees" that I was told did not apply to me. Radisson and TI were both unhelpful in the situation, commonly stating "I'm not sure what to tell you." An unacceptable response from a trained customer service representative. The documents I am uploading shows the differences in booking the TI hotel with ( $0 estimated additional fees) and without ($117 estimated additional fees) the Radisson Rewards account. I would like credited back the amount owed to me of $132.66

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/06/15) */ Dear Ms. ******, I reviewed your complaint sent to the Better Business Bureau and we certainly appreciate your comments and concerns regarding your most recent stay at Treasure island. I have looked into your reservation regarding the resort fee. I do understand your frustration when it comes to an unexpected charge. However, with the contract that we have with Radisson, any and all resort fees are to be paid when booking a reservation; this is something that is stated on the confirmation email and fine print. I do apologize for the miscommunication that came along with the breakdown of your charges. As a gesture of goodwill, I can remove 1-night resort fee on the reservation. Please allow 5-7 business day for the refund to reflect on the account. If you have any further questions or concerns, please feel free to reach out to me. Again, I do apologize for the miscommunication. Sincerely, Nicole B****** Guest Relations/Training Manager Treasure Island - TI Hotel & Casino ****************************************** P: ************ D: ************ F: ************ E: nb******@treasureisland.com ********** *******

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My friend booked a hotel stay at Treasure Island for one night on 5/22/XXXX-X/23/2022. The name it was under was ****** ******. This was our first stay at this hotel, so we were looking forward to our stay. The day of check out 5/23 we were told that we can call front desk to request a late check out, in which we did. That call was around 12pm. The person we spoke to offered a late check out till 3pm with an extra charge of $75 which we agreed to. First off, we were still getting maids knocking on our door and we would have to tell them that we had already called to have a late check out. Fast forward to checkout time at 3PM, we left to go to the elevators. In the elevator, as the elevator went down, there was a loud and hard thud that shook us inside the elevator. We then noticed that the elevator stopped completely and we were stuck in between the floors. We pressed the call button in the elevator, we pressed the alarm button in hopes of someone hearing us, but to no avail. We barely had any service, but luckily we were able to get a hold of front desk explaining the situation. We were stuck for about 45 mins, we had people in emotional distress and getting light headed. Once we were able to get out we spoke to the managers to give a statement and at first, all they did was explain how they didn't get the memo that we had a late check out and that usually we had to be charged the $75 to which we already agreed upon earlier and to have him say "oh well since you guys were stuck in the elevator, I guess we can comp you for that." We also explained to them how our other friend had to miss her flight because we got stuck, but they didn't really care nor comp us for anything else. All they did was say 45 mins was a long time getting stuck and that they apologize and had us write out a complaint form for them for their records and a phone number to which we had to call them, they wont call us to follow up. Our room number was XXXXX, we paid around $258 for the night.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/06/04) */ Thank you for your recent visit to Treasure Island and for taking the time to contact the Better Business Bureau regarding your recent stay. First and foremost, my apologies for the negative impression we gave you and for the delay on your departure day due to the elevator stoppage. What you described certainly does not represent the level of service our guests typically receive when visiting our resort. This has been shared with our engineering team for further review and corrective action. Due to the inconveniences, we have issued a credit to the Visa card on file. I understand you have many choices when you travel to Las Vegas and we value your continued patronage here at Treasure Island. I would like to offer you a complimentary upgrade on your next visit to Treasure Island. Your loyalty is very important to us Ms. Nguyen and we appreciate the feedback. We look forward to welcoming you back to Treasure Island again. Consumer Response /* (2000, 7, 2022/06/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) They will issue the correct given credit we were suppose to receive as well as a complimentary upgrade on our next visit.

*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. ↩