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

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Arrived 04/30/2022 Departed 05/02/2022 Confirmation Number:XXXXXXXXXXXX Rooms: **** & **** On 04/30/2022 a group of four of us arrived to Vegas for a Festival that was going on for the weekend. Two rooms were previously purchased and paid for prior to arrival. Upon arrival all these additional fees were added on for resort fees and Wi-Fi and early arrival in which were not previously discussed, but we paid them. when entering the rooms we noticed not only were they dusty and not well cleaned but there was no smoke detectors which is severely dangerous. We than advised the front desk who said they would get back to us to fix the issue which they never did. When we returned back to the room we began to get ready when we realized the bathtubs were stopped up and sinks after brushing your teeth would not go down and to flush the toilets you had to hold the nob down till everything in the toilet flushed. I understand we were only there two nights, but when addressed before we left they said it can take up to two days to address the situation. When we arrived back home i tried to complain AGAIN to some one hire up and I got an irrate front desk worker whom denied everything and said they have maintenance 24hrs whom is always available and that there was surely a smoke detector before we got there which was apparently a LIE. When i asked to talk to someone else she avoided what i asked and stated they would return a measly $44 per room which is inconsiderate considering the amount we paid for both rooms a refund of more should be made for poor service. We will definitely never return and reviews will be made to BBB, ************ and the TI website. Attached are photos and videos.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/05/14) */ Here is the response sent to the guest: Thank you for your recent visit to Treasure Island and for taking the time to contact the Better Business Bureau regarding the condition of your guest room accommodations. First and foremost, my apologies for the negative impression we gave you and for the overall experience during your stay. 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 and Director of Housekeeping for further review and corrective action. Due to the inconveniences, we have issued you a $100 credit. 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. Your loyalty is very important to us Ms. ********* and we appreciate the feedback. We look forward to welcoming you back to Treasure Island again.

• Initial Complaint

  01/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/16/22 between 12:15am and 12:30am, My fiancé I checked into Treasure Island Las Vegas. At the time of check in my fiancé asked for a corner room due to being a light sleeper. The front desk gentleman stated he will upgrade us to a Jr suite. He said it's not much larger than the standard room, but it's the closest he has to an end room. We thanked him and proceeded to the room. We put our bags down and left the room for the casino. Upon returning to the room around 350am, I turn on television but it had NO Signal. My fiancé called the front desk and was told to give it 10 mins and try again. About 5 mins later, the manager, Ophilia, called the room and said the mechanic was at lunch but he will come to the room at 4AM. She also offered us a standard room. My fiancé got the phone and said no, it's too late to be going back and forth. She asked for some type of price adjustment for this inconvenience. Ophilia said "NO." She further said, "You were upgraded to a suite at no additional cost." My fiancé said regardless of the upgrade this is an inconvenience, and she requested a manager. Ophilia replied, "I am the manager." My fiancé then asked who's the next in charge. Ophilia gave her, the name and said, "he will be in Monday." Around 4:13am, the mechanic, a very kind and professional gentleman, arrived at the door to repair the television. He was done around 4:24am. Because he was so kind I almost didn't write this complaint. But the unprofessional manager, Ophilia, is the reason this complaint is here. Not ONCE did she apologize for the inconvenienc. Instead she was rude and very unprofessional. I'm sure my money doesn't mean a thing to this business but word of mouth goes a long way. This was our first time at Treasure Island and it will be the last!!!

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/01/20) */ Message sent to our guest: Thank you for your recent stay at Treasure Island and for taking the time to contact the Better Business Bureau regarding your concerns with your stay. Our apologies for the experience you had during your stay concerning the t.v. connection and for the interaction you had with the manager on duty when addressing your concerns. What you described certainly does not represent the level of service that our guests typically receive when visiting our resort. This has been shared with the manager for further review and corrective action. I'm pleased to read that our engineering technician was helpful and assisted with fixing the issue with the t.v. Due to the inconveniences you experienced, I have issued a partial refund of the charges you paid. Also, sent our guest a complimentary upgrade to a suite for future visit to our property.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Reserved two rooms for two nights each at Treasure Island. Was asked when I made the reservation if I needed Internet access and I told them YES. They said that would incur a resort fee of $44.22 per night per room and I agreed. Immediately attempted to use Internet upon check in but while I could sign in with my name and room number the service was so slow as to be unusable. (I clocked it at 3 KB, slower than modems in the 80's.) Complained to the front desk and they said they did a RESET and would apply a credit if it still didnt work. Checked Internet when we got back in that evening and it still didnt work (incredulously slow). Reported this to the front desk after check out but no credit was applied. Called billing as I was charged for services that were unusable. They said they were unable to give credits for slow Internet. They owe me $44.22 x 2 nights x 2 rooms = $176.88 or I will be unable to stay at this resort in the future.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2021/12/08) */ sent our guest an apology to the email on file with refund of fees due to the issues with internet and offered an upgrade to a suite for a future visit to our property. Consumer Response /* (2000, 7, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund is what I asked for when I checked out. If only the Front Desk had exhibited the same appreciation for their customers. Shame.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to this restaurant and it was our first time dining there we were about to order with my wife a plate that was 35 dollars and hostess indicated us about a special plate with no price on and we asked the price she didn't answer and when she said special we thought in our minds it was a cheaper price and then we decided to order the special plate then waiter came we asked the price he didn't answer again he just stated it was the special order we order some onion soup didn't taste we left it as we didn't eat the soup all of it. Prior to that I had order a ceasar salad it tasted like fish and I told them I didn't like it I didn't complaint about the soup because I saw there face when I requested a change that I didn't like the salad because of taste of fish. So I decided to just leave it as is than when I got the bill it was about $209 which I am very upset about because they should of told me the price when I asked instead of me finding out after the fact I ate with the family and the state was about 75 each a plate we had two orders which was the special they were talking about without disclosing the price and soup was horrible. I talked to manager the only thing he said will talk to his crew and didn't bother to ask if we wanted a refund which I would like due to them not disclosing prices for customers when they telling them about special plates. Specially when is there first time eating there.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2021/12/11) */ Dear Mr ****, We appreciate your feedback regarding the concerns you had with the restaurant experience. We regret to hear your dining experience did not meet your expectations. We have shared your comments and concerns with our Food & Beverage department so the situation may be addressed to ensure that outstanding service and presentation is delivered. If you require further assistance in this matter, please contact the Hotel directly at ************ and ask for Food/beverage management. Thank you

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I stayed in your hotel from oct 7 to 10. My room, suite ***** had a jacuzzi tub that was unusable due to the light fixture above it leaking water into the tub. We also had reserved the adjoining room *****. After unsuccessfully being able to reach the front desk, I finally got through at 3am on Sunday morning because the water trickling was so bad we were kept awake and I was worried about the ceiling caving in due to water damage. The only option given was to remove one day of resort fees to make up for the tub that we payed extra for and could not use. Being middle of the night, I decided to call back later that day to talk about it. After talking to someone going back and forth they agreed to credit us for one night as well as resort fees for the entire stay. Upon receiving my receipt, I noticed a credit for 132.62 which is not the total for one night plus resort fees. I also have video of the ceiling heavily leaking water.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2021/10/15) */ Thank you for taking the time to contact the Better Business Bureau regarding your experience during your recent visit to Treasure Island. First and foremost, my apologies for the condition of your suite. What you described in your email certainly does not represent the type of service that our guests experience when visiting our resort. This has been shared with our engineering department for further review. Upon review and due to the inconvenience, our Front desk manager on duty, Mr. D**** refunded the first night of the stay of your stay for the amount of $176.84. Also, one resort fee was refunded for $44.88 totaling $221.72 in compensation. As a gesture of goodwill I have refunded an additional $100 from the total cost; you will see a credit on 10/15/21 to the ********** on file. Attachments (two folios) sent to guest email on file. The first page is from room ***** and the second page is *****. An future upgrade offer also sent as a gesture of goodwill. Consumer Response /* (2000, 7, 2021/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, my husband and I just stayed at treasure island for two nights for our honeymoon. Our experience was absolutely terrible. Our petite sweet that we paid for was disgusting and absolutely nasty. There was dust and mildew and left over dried up colored soup all over the tub and all the Counters and tables were completely grimy. As a immune compromised person we were appalled that this is what we paid for for such a special time. Not to mention when we checked in the front desk told us they were waiving both our early check in and late check out fee. This is what he CLEARLY stated to us and to not worry about it. We were confused to find that when we checked out we were charged; and upon trying to resolve the matter both the guest services and manager were extremely rude and treated us like we were lying and basically Ignored us. We are extremely disappointed and saddened this happened to end our honeymoon. We will not be coming back and would like a full refund.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2021/10/07) */ Sent apology email to our Guest regarding the housekeeping issues and customer service from the staff. Offered compensation with the refund of resort fees and late check out fee. Also offered a complimentary upgrade to a Tower Suite for a future stay.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reserved and PAID for our trip in May for a non-smoking room. During check in, the staff person clearly stated he put us in a non-smoking room to which I replied, "yes, non-smoking". When we arrived to our floor, we could smell tobacco smoke faintly. My husband thought it was due to a specific person ignoring the rules. Each day we both felt ill so, I called the front desk this morning and was told we were put on the "smoking-optional" floor. I was referred to a front desk manager. He told me that we were put in "whatever was available" when we checked in and he didn't understand why we were told non-smoking. But, that's not something he could compensate us for because rooms are "first come, first served" so, if non-smoking wasn't available, then we were out of luck. I paid in advance for a non-smoking room. As such, I was first. At the least, he should have compensated us for the $132 additional resort fees we had to pay upon arrival. He offered nothing to rectify this.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2021/09/30) */ Thank you for taking the time to contact the Better Business Bureau regarding your recent stay at Treasure Island. First and foremost, our apologies for the condition of your guest room accommodations and for the miscommunication about the type of room you were given upon arrival. What you described certainly does not represent the level of service that our guests typically receive when visiting our resort. Room requests such as smoking or non-smoking accommodations are based upon availability during check in. In situations such as this, we will offer a room change the following day to another floor if the specific request is not available during arrival. Due to the inconveniences, we have refunded half of the total paid resort fee. We appreciate the feedback and we hope to welcome you back to Treasure Island again in the near future. Consumer Response /* (2000, 7, 2021/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's not worth continuing to go back and forth. We won't stay there going forward.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Checked in 9/5-9/7 and paid $225. Around 1am my husband and I hear the door handle jiggling. It sounded like someone was trying to get in to our room. We heard them sliding a card in between the door frame. When he got to the door, we heard the door to the stairway close. The same thing happened an hour later. But, this time my husband was able to go out our door and opened the stairway cautiously. This time, there was a pile of cigarette buds and ashes on the right side of the floor. It happened a third time. Notified management and was told they would notify security & f/u with us. We waited til 5pm and called back. They asked us did we want to move and we said yes. They sent a person up with new key. He looked at the evidence and said it was probably an employee. I showed him how the stairwell was not locked like told and that this was a safety. Second room bathroom sink was clogged. Waited for hrs. No one showed. Called FD and told them not to come as we wanted to get rest.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2021/09/11) */ Thank you for contacting the Better Business Bureau regarding you recent visit to Treasure Island. Our apologies for the inconveniences you experienced during your stay concerning the emergency exit door and the condition of the sink in your room. What you described certainly does not represent the level of service that our guests typically experience when visiting our resort. We issued a partial refund for the inconvenience. We appreciate the feedback and hope to welcome you again soon Consumer Response /* (3000, 9, 2021/09/13) */ The refund of the resort fees doesn't compensate me nor my husband for the time we lost on our anniversary weekend to your hotel. The first night was scary and we hardly slept. Mind you, this was our actual anniversary day. There was no response to our concerns and I feel it was brushed off in hopes we wouldn't follow up that evening. No one from management called or came to our room to check on us and our safety. We had to call repeatedly and then we were given the option to change rooms the next evening. Dwayne, came to give us the new keys to the new rooms we showed him the pile of cigarettes in the stairwell and his response was "it was probably and employee" If a person complains about a possible attempted break in and had proof, management should deploy security and follow up with patron on the their safety immediately. I shouldn't have to chase management down to get a resolution. Nor should I have to submit a complaint to get the hotels attention. I will not be able to get this time back with my husband. You guys ruined a spontaneous adventure that was suppose to be fun, relaxing and stress free. Which, none of these occurred. After the last 18 months of Covid restrictions, we took a chance at your hotel. Only to be let down and not taken seriously. We got checked in to the other room, but with no help again from management. My husband was told that they couldn't supply us with a cart to help with the move from one floor to the next. We had to go back and forth to complete the move to new room. After everything that unraveled, we didn't even get the chance to unpack and unwind. After moving in to the new room that evening. We left and went to dinner. Upon our return to the room, for our last night of enjoyment. We discovered that the bathroom sink was clogged with a foul odor. It wasn't an issue until we called the front desk and reported it and was told they would send someone up immediately. That never happened. We waited over an hour before calling back to inform them that we were going to bed and that they can fix it when we check out. We brushed our teeth in the bathtub and went to bed to be able to leave as early as possible. We weren't asking for much but two nights of comfort and relaxation. I'm usually not a complainer, but this was uncalled for. We left the hotel to come home for rest as we didn't even get to enjoy our stay in Vegas. Resort fees refund and room upgrade don't compensate for the two nights of **** and the lack of hospitality. Why should we be asked to pay for a new room reservation with a "upgrade" for a lack of concern to perform the easiest of tasks. This could have all been avoided if the hotel would have responded timely to our initial safety concern. When we moved, I realized I left a shirt in the first room. They sent security to the first room so fast for a t-shirt I left in room but didn't respond to a complaint about our safety. Doesn't add up. We even showed security how the door opened and how someone tried to clean up the cigarette butts. At this point I'm beyond ****** and feel like our safety wasn't the hotels first priority. Business Response /* (4000, 11, 2021/09/21) */ Contacted Ms ******** via phone conversation with an additional future offer- emailed her with details. Consumer Response /* (4200, 13, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotel keeps stating that they emailed me with an additional offer. That is untrue. The first response back from hotel they stated they emailed me with an upgrade offer. Never received. Then, on Sept 19th, I spoke with Alex. He apologized for what happened and offered a one night suite up to a year to use. He stated that he would email me shortly with details on how to make reservation through him. Again, I never received email. I'm very agitated with this hotel keeps as they keep informing BBB with false information that they don't follow through on. This hotel ruined my anniversary weekend and then offered first a upgrade, then a free night. It's not hard to keep your word and follow through. Very disappointed. Business Response /* (4000, 15, 2021/09/28) */ The additional offer was sent to this email on file : Sent: Saturday, September 18, XXXX X:XX PM To: *****************@GMAIL.COM Subject: Treasure Island Offer Please advise if a different email address is needed Consumer Response /* (2000, 17, 2021/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally was able to retrieve email from the Hotel Manager. I will accept offer and will reach out to Elliot to schedule future visit. Thank you!

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