ComplaintsforTuscany Suites and Casino

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is very unfortunate and disturbing how my Family and I were treated Saturday 12/31/2022 at approximately 10:30 PM.We arrived from a long road trip thinking we'd have an awesome, comfortable and pleasant check-in which was not the case. We specifically paid for (2) Double Beds only (1) King *** was present along with a very dirty looking pull out couch.The Room smelled horrible all of our chest hurt as soon as we opened the Door. We immediately contacted the Front Desk and spoke with ****** who told us in a nasty manner there was nothing she could do and we could just check out. I NEVER STAYED IN THE ROOM. I obliged as there was no way we were sleeping in there . At Approximately 11:00 PM I arrived back at the Front ***************** stated "She would reverse all resort fee's and The Hotels.com would just need to call them to reverse all other charges.****** as there were (2) of became extremely rude, and hostile to me due to me requesting that my checkout documentation reflects accordingly as it was appearing that I'd had a full stay/day there. The Date of check in- and out was the same 12/31/22 however ****** made my paperwork say otherwise. 1/1/2023. It was NOT January 1st 2023 yet. Then both ****** called security on me for nothing. In any case the Hotels.com staff phoned them, and your staff told them blatant lies. Tuscany Employees said I agreed to ALL charges which is far from the truth. Why would I agree to where I NEVER stayed. Its clear there are rude, and faulty employees that should be eliminated from establishments like these as I am a great customer and should have never been treated like this. We ended up leaving your Tuscany and going to the ******which greeted, and treated us with way more class, and respect. The nastiness from both ******'s is unacceptable.I'd simply like the Truth to be told to Hotels.com so I may receive my rightfully owed and due refund. Its simple Refund my money like you said ****** the Liar

  Business response

  01/05/2023

  Guest booked a smoking room without a guaranteed bed type for one adult and received the correct room as per her reservation.  She had three adults and wanted two doubles, but the smoking room type bookable through Hotels.comis run of house with the ability to place a request.  She was also unhappy that the room smelled like smoke, but it was a smoking room per her booking with Hotels.com.  In addition there is an extra person fee for having three adults in the room and the guest only booked a reservation for one adult to not pay the correct amount for the booking.

  There will be no refund occurring as the guest received the room she booked and bed type was not guaranteed.  Please see attached for reservation showing smoking room with one adult was booked (Hotels.com is an affiliate of Expedia) and Hotels.com specifying that the bed type is not guaranteed before a booking occurs.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a weeks stay at Tuscany Casino because my husband had a Naval reunion that was being held here. We were advised that resort fees were waived for this stay. Upon arrival, I was presented with an additional fee of $306. When I questioned the charge, I was told that I must have booked our stay through a third vendor that was linked on their webpage? I then tried to explain that we were here for the Birmingham reunion, to which the desk clerk responded that she was unable to locate any Birmingham reunion. What? So, basically, Tuscany hosts 3rd party vendors on their website that offer discounted rooms. But if you unknowingly book via that particular button, you must pay the resort fees? When I requested to speak with a manger, the desk attendant and manager (names unknown because no one wore name badges) proceeded to talk about us right in front of us. Per the manager, we must not have booked on the correct Tuscany site? She claimed that if we weren't on the site ending in "LV" we were using the wrong site. Had I known that they practiced such deceptive advertising, I wouldn't have stayed here. I could have stayed at other hotels for zero cost using points. I'm now out almost $1200.00 for this stay. We're on the very back building with a lovely view of a dirt lot. There is no room service offered. And to make matters even worse, we woke up this morning at 7 am to no water. Are they answering their phones? No. Did they bother to call anyone about the loss of water? No. We can't shower or brush our teeth. No water for over 6 hours now, and a staff acting like nothing is amiss. I've honestly never experienced such poor treatment, dishonestly and lack of professionalism.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re: Tuscany Suites & Casino ***************** Confirmation #************* Date: Wednesday June 8, 2022 4 Nite stay Dear ****, I am filing my complaint after speaking with Alexis, an excellent ambassador of Better Business Bureau. I arrived at Tuscany Suites & Casino in Las Vegas at 1am after a long delayed flight from Florida, will a fully paid AND confirmed reservation (with late arrival) for 4 nights at a cost of $817.92 At check in, the desk told me that there were no rooms because they were overbooked for the first 2 nights of my stay. As a "courtesy" they got me a room for the 2 nights at the *************** Resort at no additional cost. Then I was to return to Tuscany for the last 2 nights. I said, I had booked 4 CONSECUTIVE nights, I was not going to repack and move back to the Tuscany as I was in Vegas on business with a very grueling schedule and no time for this horrible inconvenience. I was then told that if I choose to stay at *************** for the last 2 nights simply call them in the morning to cancel the remainder of the reservation for the last 2 nights I followed these instructions and was assured it ($408.96) would be reflected on my **************** bill. It has still not been credited. To add insult to injury they did not pay for the taxi to *************** nor did they pay for the 2 night resort fee of $78. Since receiving my **************** statement I have called the hotel on numerous occasions with no return call or resolution. Please help me with this problem. I don't know what to do, I am not able to absorb these 2 nights and will greatly appreciate your assistance with this matter. I look forward. Thank you in advance. Sincerely, ****** ***************** *****************************************************************

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/07/15) */ We have investigated your charges on your most recent stay with us. We did approve for you to receive a full refund for the room and tax that the third party collected from you. We did not directly charge you for anything on this reservation. Please contact the third party that you booked through regarding your cancellation and refund status as we do not have access to that information.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called the tuscany suites to book a room for June 20-23rd 2022. I asked how much the resort fees were and she assured me twice that they were included along with the taxes in the amount I was paying 145.92. Upon arrival I was told I couldn't check in without a credit card. They would not accept the debit card I payed with, nor my bank card, nor cash. Who turns people away for not having a credit card when it was never explained. My friend offered to put the card down. It was a 150 hold. When I saw the screen said 282.66 as it went through I asked what was going on. They told me those were the resort fees. So I've been lied to and double charged at this point. The manager was rude and could care less. Offered to refund my room and the resort and deposit fees. It was all a lie. He said the charges to my friends card were just a hold at this point and would not go through. It did, they charged his card 5 days later for the resort fees at a hotel I didn't even stay at. He said I couldn't have spoken to them at the tuscany suites because there calls all go to a call center. When he came back from the back office he had a printout claiming I booked through a 3rd party (Getaroom)and I would have to call them for the refund... first call to them they didn't show a booking for me in their system. Called tuscany they gave me a different reservation # than what wasnt on the print out. Called the 3rd party back, they state there is a 4th party involved and I have to ask them for the refund but she wouldn't give me the phone #. So tuscany suites sends your calls to a call center that books the reservation online through a 3rd party that you are unaware of just so they can pass the buck and keep your money based on their elaborate deceptive practices. We never got the money back. We stayed somewhere else and I had to deal with this on my friends birthday... im not the only 1 to go through this. Look at complaint after complaint here at bbb. One time ok. But several tells truth

  Business response

  08/16/2022

  Business Response /* (1000, 8, 2022/07/13) */ We have investigated the charges on your account and issued a refund for $132.66 that was charged in error. We also notated that we waived the one-night cancellation penalty for the first night room and tax on your reservation. Please contact the third party that you booked through to receive a refund for the room/tax that was prepaid. If you have any further questions regarding this matter, please feel free to call the hotel directly and speak with the Front Desk Manager on Duty. Thank you,

• Initial Complaint

  04/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unexplained charges of 315.00 and 282.66 on my credit card. Called customer service several times, and they will not address these mysterious charges at all.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/04/28) */ Good morning, The $282.66 was just an authorization made, that should have cleared up in your bank statement. We hard charged $315 for the resort fee and extra charges made to the room. Upon check out we refunded $150 of the deposit that was included in the $315 charge. Please reach out if you would like a folio of the charges. I apologize if we did not communicate the charges correctly. Consumer Response /* (3000, 7, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) You did not communicate about the charges at all. I made several attempts which forced me to use my valuable time filing a case with the BBB. The charges still don't add up and should be as follows: 1. Resort Fee for the first reservation $117.00 2. 1 margarita and 1 beer plus tip $25. 3. 1 coffee at the cafe $6 4. I paid the resort fee for the second reservation ($39) in cash and it should not be charged again. Your staff already tried to collect it twice. The total charges should be $148 not $165. They should also be itemized and not lumped together. Where did your numbers come from? Why was there an extra hold on my account. Why did you overcharge me? Please answer these questions and add an itemization of the charges and a proper explanation. Consumer Response /* (2000, 10, 2022/05/02) */ Received a call and satisfactory explanation from Tuscany Suites.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a room for one night stay 2/26/2022 thru *******.com, as I arrived to the hotel the rep asked for my ID and credit card. I let them know that I didn't have a credit card but could use my debit card. The rep did not want to accept my debit card. I showed her my confirmation number and she said that was not enough. I called *******.com because she said that they might grant it. But then the hotel rep decided to argue with the *******.com rep. I tried a 2nd time another hotel rep was even more rude than the 1st. She actually told me she would be happy to cancel my room. That they will not grant me anything and that I needed to look for another hotel. I asked I'd she had a list of hotels were I can look she said no. So I asked what I should do and she shrugged her shoulders. I asked for a cancelation and she just gave me a preprinted letter. I asked for a cancelation number which she hesitated to give me and wrote it down. Do I need to also submit a complaint for *******.com as they have also have not responded? Due to all this we had to pay a lot more for a room for one night. I need Tuscany to refund the troubles they cost me due to their unprofessional employees.

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/03/02) */ The policy is clearly stated and communicated to all OTAs including *******.com and we waived our cancellation policy as a gesture of goodwill, but we are allowed to enforce our policies and she would need to comply to check in. We will make sure to follow up with *******.com for Ms. ************** refund. We apologize any inconvenience this has caused. Thank you,

• Initial Complaint

  07/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a room with what I thought was Tuscany Suites reservation desk. During check in I attempted to have the second room billed to a different credit card and told I would need to speak with a third party ********. For over 10 months tuscany suites and ********** have pointed fingers at each other stating the other is responsible for refunding my monies. Destiny M*** the front desk manager on 21 Jul, stated in email "Unfortunately, we did not charge you directly for that reservation. It was collected by the third-party company that it was booked through" which they deny. I spoke with a rep at ********** corporate and again was told tuscany suites collected $638.53 and is liable, they also stated the matter will be escalated. The only acceptable resolution is a immediate full refund.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/08/02) */ Guest had booked the reservation through a third party website. The guest will have to speak to them to inquire about a refund.

*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. ↩