Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Director of Better Business Bureau,I am writing to formally file a complaint against The Venetian Resort ********* regarding an incident that occurred on December 14, 2024, during the 2024 Longevity Fest held at their property. The actions of their staff, including false accusations and improper trespassing, resulted in significant harm and distress to me and my elderly parents (aged 92 and 88).Incident Details 1. Date and Location: The incident occurred on December 14, 2024, at The Venetian Resorts ***************** during the 2024 Longevity Fest. 2. Incident Description: I, along with my elderly parents, was forcibly trespassed from the venue based on a false report submitted by JP, an event organizer. No evidence or investigation was conducted to validate the claims before security personnel acted on the report. 3. Harm Caused: My 88-year-old mother was denied access to basic amenities such as the restroom, resulting in severe humiliation and emotional distress. She involuntarily urinated in her clothing due to the lack of assistance. My 92-year-old father experienced severe stress that exacerbated his pre-existing health conditions.Unethical Business Practices The Venetian Resort failed to uphold the basic standards of fairness, respect, and accountability in the following ways: 1. Failure to Investigate: The resorts staff acted on false claims without verifying the accuracy of the accusations. 2. Disregard for Guest Dignity: Their treatment of my family lacked compassion and professionalism, causing physical and emotional harm. 3. Neglect of Consumer Rights: As a guest, I expected to be treated with respect and provided with due process before any action was taken against me and my family.Requested Resolution To resolve this matter, I respectfully request the following: 1. Formal Apology: A written apology from The Venetian Resort, acknowledging their mishandling of the situation and the harm caused to my family and me. 2. Compensation for Damages: Reimbursement for medical expenses and costs incurred due to the incident. Compensation for the emotional distress and reputational harm caused by this experience. 3. Implementation of Corrective Measures: Ensuring stricter training and policies to prevent similar incidents in the future.Closing Remarks This incident has caused significant distress to me and my family, and I trust that the Better Business Bureau will assist in addressing this matter appropriately. I request that BBB forward this complaint to The Venetian Resort for their immediate attention and response.Please feel free to contact me at ********** or ********** or via email ******************** for any further information or clarification. I look forward to hearing from BBB and The Venetian Resort within 10 business days.Thank you for your assistance in resolving this matter. Sincerely, ********* ***

  Business Response

  Date: 01/06/2025

  After speaking with *************************** it was determined that Ms. *** was attending the A4M show in the Venetian ************ The A4M Director of Events informed Ms. *** that she was "acting inappropriately" and needed to surrender her badge and subsequently leave the convention. Ms. ************ accused of misrepresenting herself and making disparaging claims against A4M. Ms. *** and her party refused to leave until the presentation was over. Approximately one hour later they surrendered the badges and were subsequently trespassed from property. Due to Ms. *** being non-compliant with Security during these interactions is what ultimately lead to her trespass from our Resort. 

  As we are private property, our Security team has the right to refuse service to any guest for their actions against other guests and team members. As this information was passed along by a Senior Security manager, this trespass is valid and will stand. Venetian will not be reaching out to Ms. *** and will not issue any compensation as Ms. *** was asked to leave due to her own actions. 

• Initial Complaint

  Date:01/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My room wasn't comped. Even though it was stated on my reservation. The front desk manager confirmed that on the computer, it says comp 2 nights. The rewards desk also said they were confused why I wasn't comp 2 night when it said 2 nights. I wasn't given a real reason. They even checked the phone call on December 24th, and the agent told me 113 dollars, and change would be my charge because I would only pay the resort fee. Which I was fine with. When I arrived, the front desk told me 150 per night for fees, which would be 300, and I agreed. He said it was fine and then was charged the full room, 1k plus. They took 2 hours plus to do nothing for me, and even though it states I have 2 night comp, they didn't do anything for me. I was misled, lied too and given no answers. The amount of disrespect and the way this was handled is unbelievable for an establishment is ridiculous. I have another promotion coming up but why come when you don't honor your own promotions or uphold your word. Thank you for your response. While I appreciate the offer of a refund, I respectfully disagree with your assertion that there was a misunderstanding regarding the reservation ********** reservation clearly indicates "comp 2 nights" in your system. This notation was not a result of miscommunication but a pre-arranged agreement for complimentary accommodations.I kindly request that you review my reservation details again, specifically the notation regarding the complimentary nights. I believe this discrepancy needs to be addressed to ensure a fair resolution.I look forward to your prompt attention to this matter and a resolution that honors the terms of my reservation.I've tried calling, but the wait is too long, and I've been disconnected. Is their anyone I can talk to at the hotel in person.Then I went this route. Nobody has called. No explanation given. No glitch, no error told that was made and again they have on the hotel notes comp 2 nights.

  Business Response

  Date: 01/06/2025

  Response from our Resort ******************* team:
  
  "There are notes on the reservation that state, guest booked his casino offer online at a paid rate which when a guest books online it will go over any policies or terms and conditions of the booking itself. I show he accepted the terms from the online booking on 11/11/2024 at 12:11 when he made the reservation. He did not have a reservation booked under comps. I show in the notes he may have been under the impression he had a comp until he realized he wasnt and contemplated canceling the reservation before changing his mind and kept the reservation. He did the online mobile check in which processes a daily $150 for incidentals allowing him charging privileges to his suite. If no charges are accumulated,then the incidental hold is released or credited once he checks out.
  
  Guest looks like a new player and has minimal casino play while he was here which does not warrant any comps. There are nor theres any notes showing comps on his reservation as I checked the history for any modifications or changes to the reservation. Guest claims to the Better Business Bureau are false and not accurate." 

  Customer Answer

  Date: 01/07/2025

  There statement is inaccurate. On the account there were notes made by their representatives stating 2 night comps. They have the recording that also states this. A recording that the manager ****** *****. I did not accept any of their terms all I was told that they would look into it. They also said I would receive a call and haven't received any call. I tried multiple times to settle with them on site. To do was right. I booked because on their offer to me was 2 nights comp even rented a car and took the time off. They offered to refund me without a cancelation fee only because on the note of the account stated 2 night comp. The conversation recording hears me saying if the rooms aren't comp I don't want them and verified that they were. They still have the recording. I included a conversation between me and my partner as it happened during the heat of the moment because I was infuriated at their cheap tactics. I also recently received an email from their security because of the disturbance I had in my room when my room was opened during the middle of the night which could have only been staff. I reported it and they are doing a great job following up unlike front desk and casino rewards have no regard for me or my family. I never asked for anything that wasn't already promised to me by them. It was never about the money but about the ethics and principals on how this establishment is being ran by unprofessional individuals that need to be retrained or simply let go. 

  Customer Answer

  Date: 01/07/2025

  There statement is inaccurate. On the account there were notes made by their representatives stating 2 night comps. They have the recording that also states this. A recording that the manager ****** *****. I did not accept any of their terms all I was told that they would look into it. They also said I would receive a call and haven't received any call. I tried multiple times to settle with them on site. To do was right. I booked because on their offer to me was 2 nights comp even rented a car and took the time off. They offered to refund me without a cancelation fee only because on the note of the account stated 2 night comp. The conversation recording hears me saying if the rooms aren't comp I don't want them and verified that they were. They still have the recording. I included a conversation between me and my partner as it happened during the heat of the moment because I was infuriated at their cheap tactics. I also recently received an email from their security because of the disturbance I had in my room when my room was opened during the middle of the night which could have only been staff. I reported it and they are doing a great job following up unlike front desk and casino rewards have no regard for me or my family. I never asked for anything that wasn't already promised to me by them. It was never about the money but about the ethics and principals on how this establishment is being ran by unprofessional individuals that need to be retrained or simply let go. 

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22742820
  
  I am rejecting this response because: There statement is inaccurate. On the account there were notes made by their representatives stating 2 night comps. They have the recording that also states this. A recording that the manager ****** *****. I did not accept any of their terms all I was told that they would look into it. They also said I would receive a call and haven't received any call. I tried multiple times to settle with them on site. To do was right. I booked because on their offer to me was 2 nights comp even rented a car and took the time off. They offered to refund me without a cancelation fee only because on the note of the account stated 2 night comp. The conversation recording hears me saying if the rooms aren't comp I don't want them and verified that they were. They still have the recording. I included a conversation between me and my partner as it happened during the heat of the moment because I was infuriated at their cheap tactics. I also recently received an email from their security because of the disturbance I had in my room when my room was opened during the middle of the night which could have only been staff. I reported it and they are doing a great job following up unlike front desk and casino rewards have no regard for me or my family. I never asked for anything that wasn't already promised to me by them. It was never about the money but about the ethics and principals on how this establishment is being ran by unprofessional individuals that need to be retrained or simply let go. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/08/2025

  Guest has already been advised of terms and conditions as the guest booked his casino offer online at a PAID RATE, which again, when a guest books online, it will go over any policies or speculations of the booking itself. As guest accepted the terms from online booking on 11/11/2024 at 12:11 when the reservation was made online, The Venetian Resort's position will stand, and no compensation/rate adjustments will be provided.

  Customer Answer

  Date: 01/08/2025

  I appreciate the help and just needed a paper trail of their response for I will be taking legal action with the rest of the evidence I have acrude. I'm wasn't asking for anything that I couldn't prove. Was trying to allow them to do the right thing and settle this between two individuals. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22742820
  
  I am rejecting this response because: I appreciate the help and just needed a paper trail of their response for I will be taking legal action with the rest of the evidence I have acrude. I'm wasn't asking for anything that I couldn't prove. Was trying to allow them to do the right thing and settle this between two individuals. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/23/2025

  A third review of all guest information was conducted:

  All terms and services were accepted and agreed to at the time of booking which was confirmed by our Resort Services (reservations) management. In addition, the guest was offered a cancellation with no penalty as a gesture prior to check-in to allow a rebooking if the claimed offer was available. The guest's play was confirmed by our Casino management team and no offer of complimentary nights would have been present based on casino spend. After this final review the hotel will hold firm on this stance as multiple management teams have confirmed all rates are correct and we will be respectfully declining any future refunds or other compensation.

   

• Initial Complaint

  Date:08/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a reservation for the ************** from 9/1 9/8. On 8/13, 2024, I received an email with my reservation confirmation. The confirmation number is DBD5C. The confirmed dates and rates on this confirmation were as follows: Sunday 9/1- Wednesday 9/4: $238/nt, Thr 9/5: $198, Fri 9/6: $118, Sat 9/7: $238 On 8/16, 2024, I received a second email confirmation. This confirmation listed $238/nt each night from 9/1 - 9/7. I called the Venetian on 8/16 to inquire about rates changing after confirmation. I was directed to Group Housing. I spoke with ***************************, who, after consulting **********, stated there was a software glitch, and now my rate would be those expressed in the latter of the two emails. He further said this was a group rate for the conference.I asked ***** why or how the rates could change, as Venetians policy states in the confirmation that non-confirmed rates are subject to change. However, my rates had already been confirmed three days prior. To this, ***** was quite rude. He would not allow me to ask further questions as he repeatedly repeated the same software glitchconference rate, reasoning for the new pricing. I requested to speak with Ms. *** But although he had just consulted her, and it was only 2:30p, ***** advised Ms. ** was no longer available, despite stating her working hours to be until 4pm on this day. He also said he could not provide any contact information for me to contact her despite this accounting error. ***** promised Ms. ** would contact me the following Monday, 8/19, 2024. To date, I have not been contacted by anyone at The Venetian. As individuals pay for their rooms, this is not a group rate issue. This is a matter of the Venetian needing to honor its own published policy. And, unfortunately, poor customer service before my arrival. The difference in cost is $181.40. As I expect my future visit to yield thousands in revenue to the Venetian, I implore the company to honor its policy regarding confirmed rates.

  Business Response

  Date: 08/27/2024

  I have reached out to manager, Ms. *** in ************************ and she advised that she will be reaching out to the guest to provide resolution.

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Grazie member they offered me 2 comp nights I went June 2024 calandar 6/22 was 129.00 6/23 comp 6/24 comp I hit book now prices dont match. I do this for 2 days then call in now the ******** says 6/22 289.00 6/23 69.00 6/24 129.00. Spoke to rep said the prices on calandar are not correct. I shouldnt go by calendar. I speak to a manager said she could comp me for Sat and if I had a screenshot its been an issue since the new rewards system update. Ask for someone higher to speak to. She took Down info nobody calls. Call back once again its an issue with they are rewards program they are also complaining to upper management. *** been staying at this hotel for 15 years and never had issues.

  Business Response

  Date: 06/11/2024

  This has been resolved with the guest. Reservations team has booked the 3-night stay, comped, to alleviate the challenges that the guest is experiencing. 

  Business Response

  Date: 06/11/2024

  This has been resolved with the guest. Reservations team has booked the 3-night stay, comped, to alleviate the challenges that the guest is experiencing. 

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It happens several times to me that I received the confirmation of stay at the Venetian hotel for someone I don't know.All the guests on the bookings just happen to have the same last name and first 3 letter of first name. My name is *******************. I've got the booking email about *******************, and *******************, all of those I have never heard of/about.I've emailed the Venetian, no response. I've called the customer representative, who claimed the issue has nothing to do with them. While I don't believe the statement, I want the Venetian to explain how coincidentally this happens again and again. And I want the Venetian takes appropriate step to stop the emails from coming to me again.

  Business Response

  Date: 05/31/2024

  Hello,

  Please be advised that we have reviewed the reservations mentioned by ******************* and both reservations for ******************* and ******************* have different emails than the one provided by *******************.
  
  Unfortunately, the challenge ******************* is experiencing is not caused by The Venetian Resort, as it is possible this is through one of our third-party companies known as Agoda. We have confirmed that *********************** email on our end is NOT connected to any reservations at this time.

• Initial Complaint

  Date:05/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a helicopter ride and took it through the Venetian. We were handed a pamphlet that clearly states the price was 599 * 2 people. They charged 672*2 or 1344 on 23/04. At various times they have said the differential was due to taxes or fuel.I was informed by ******** in a telephone conversation May 6th the price on the pamphlet is all inclusive. Also I was given the pamphlet with the Ventian resort sticker. NO ADDITIONAL FEES were shown nor discussed.These dreamed up surcharges are ridiculous! why not add oil and grease or any other charge!I have dealt with a ******************** <******************************************************************> most unsatisfactorily!

  Customer Answer

  Date: 05/26/2024

  There is a price included on a brocure the hotel and the a billing to my ***** No reciept.

  Customer Answer

  Date: 05/31/2024

  The payment was made by my *****

  Customer Answer

  Date: 06/03/2024

  Plese see my respose attached.

  Business Response

  Date: 06/05/2024

  Hello,

  Please be advised that per the photo provided by the guest, it states that the pricing is FROM $599, not the total amount. I confirmed with our concierge team that the price mentioned is in fact NOT all inclusive as the guest is claiming he was told by ********. Concierge's standard operating procedures require each agent to fully explain charges/quotes provided to the guest before the guest continues with booking the excursion. While this excursion was booked via our concierge team, all charges are finalized through ********'s company as this is not a charge directly from The Venetian Resort. No compensation will be provided for the guest as this is a policy based decision and finalized via third party, ********.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21751874
  
  I am rejecting this response because:

   

  The ONLY price provided from the Venetian desk was 599/person. Thye then charged a substantially higher amount.

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

  Business Response

  Date: 06/07/2024

  Hello,
  
  Please have guest provide any correspondence or receipt showing breakdown of charges or confirmation of payment so we may further review.

  Customer Answer

  Date: 06/10/2024

  Attached is an except from my **** bill for 1344 which has been descibed by the venian as taxes and then, "fuel fees, surcharges". PLAINLY MORE THAN 599*2 = $1198!

   

  I view this as a delaying tactic as the business has this record.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21751874
  
  I am rejecting this response because: 

  Attached is an except from my **** bill for 1344 which has been descibed by the venian as taxes and then, "fuel fees, surcharges". PLAINLY MORE THAN 599*2 = $1198!

   

  I view this as a delaying tactic as the business has this record.

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

  Business Response

  Date: 06/11/2024

  Hello,

  
  Please be advised that per the photo provided by the guest, it states that the pricing is FROM $599, not the total amount. Confirmation from our concierge team shows that the price mentioned is in fact NOT all inclusive as the guest is claiming he was told by ********. Concierge's standard operating procedures require each agent to fully explain charges/quotes provided to the guest before the guest continues with booking the excursion. While this excursion was booked via our concierge team, all charges are finalized through ********'s company as this is not a charge directly from The Venetian Resort. No compensation will be provided for the guest as this is a policy based decision and finalized via third party, ********.

   

  Per above response: ALL CHARGES ARE FINALIZED THROUGH MAVERICK'S COMPANY AS THIS IS NOT A CHARGE FROM THE VENETIAN RESORT. 

   

  The Venetian Resort cannot assist further as this is challenge with ********. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21751874
  
  I am rejecting this response because: The Ventian provided the wrong cost for the Maverick helicopter ride. The only quote given was from a Maverick Helicopter Brochure modified with their addess. They advised a cost of 599*2=$1198 and billed $1344. They gave conflicting reasons for the cost difference.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/12/2024

  "Hello,
  
  Please be advised that per the photo provided by the guest, it states that the pricing is FROM $599, not the total amount. Confirmation from our concierge team shows that the price mentioned is in fact NOT all inclusive as the guest is claiming he was told by ********. Concierge's standard operating procedures require each agent to fully explain charges/quotes provided to the guest before the guest continues with booking the excursion. While this excursion was booked via our concierge team, all charges are finalized through ********'s company as this is not a charge directly from The Venetian Resort. No compensation will be provided for the guest as this is a policy based decision and finalized via third party, ********.
  
  Per above response: ALL CHARGES ARE FINALIZED THROUGH MAVERICK'S COMPANY AS THIS IS NOT A CHARGE FROM THE VENETIAN RESORT. 
  
  The Venetian Resort cannot assist further as this is challenge with Maverick." 
  
  Per previous response, we cannot assist with charges as these are completed by ********'s company. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21751874
  
  I am rejecting this response because:
  

  The Ventian did not inform me of any other cost than 599*2=$1198. They refuse to  acknowledge this. The billing was from the Venetian and no doubt they took the difference from what was shown in the Maverick brochure. A terrible business practice!

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

• Initial Complaint

  Date:05/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i am a las vegas local who saved extensively to purchase 2 tickets for a comedy show at the venetian last November (2023), and the show was rescheduled to May 18, 2024. Upon arrival to the casino we were shocked to find the hotel was charging "evet parking" this evening, with no local discount or parking validation for ticket holding guests of their rescheduled show. Parking here is normally free, and it cost us an additional $30 to park for the 3 hours we would be in and out of there just to see this show, 6 months later! I'm appalled they refused to validate $30 "event" parking at the showroom for ticketholders, or the locals who work in the industry and are essential to the economy of this town. Its rare there is a show or concert in our own town we can afford to see, and the $30 surprise additional fee for someone already on a limited income was extremely frustrating after the initial ticket expense, purposely purchasing because it was at a venue that does not charge for parking, and waiting months for rescheduling. It was extremely upsetting because that $30 parking fee/no exceptions meant we were forced to pay it, or eat the entire cost of both tickets and go home. Its Unacceptable Venetian.

  Business Response

  Date: 05/21/2024

  Hello,

  After looking into guest challenges, there would be no compensation warranted for this experience. Paid parking has been in effect at our Property since August 24th, 2023. This information is available on our website using the following link: 

  ********************************************************************************************************************************************
  
  All information regarding our parking structure and policies are listed on this page. 

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21737719
  
  I am rejecting this response because:

   

  copied from the page you directed me to 

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

   

  Nevada residents receive three hours of complimentary self-parking by scanning their valid Nevada Drivers License at a self-parking kiosk. The Nevada Resident rate is not available when Event Parking Rates are in effect.

  I AM A ********* LOCAL RESIDENT

  I bought these tickets for a show that was a NON EVENT WEEKEND and would have been FREE TO PARK as a NEVADA RESIDENT!!!!  The show was rescheduled and out of my control.  I shouldn't have to pay an additional $30 now just to park for less than 3 hours to be able to still use the tickets I purchased 7 MONTHS AGO!  It was out of my control that this was rescheduled to an event weekend which i would have rather avoided all together going to the stirp or your hotel.  I should have to lose $160 because YOU rescheduled this to an EVENT WEEKEND.

  Refund my $30 parking charge please.

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

  Business Response

  Date: 05/22/2024

  Hello, 

  Per our website, event parking rates may be in effect and are subject to change. There will be no refund issued as details regarding our parking our listed in our FAQs. 

  "Is there a charge for parking?

  Paid self-parking is now in effect at The Venetian Resort ********* for non-registered hotel guests (visitors) and registered hotel guests who booked on or after August 24, 2023.
  Venetian Rewards Sapphire members and above receive complimentary self-parking. Venetian Rewards **** members and above continue to receive complimentary valet parking. Nevada residents receive three hours of complimentary self-parking by scanning their valid Nevada Drivers License at a self-parking kiosk. The Nevada Resident rate is not available when Event Parking Rates are in effect.
  The daily fee for registered hotel guests is $18/day, seven days a week. For non-hotel guests, the fee is $18, Monday Thursday, and $23/day Friday Sunday. Valet parking is $40/day. Event parking rates may be in effect and are subject to change; check posted signage for additional details."

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21737719
  
  I am rejecting this response because:

  I AM A ********* LOCAL RESIDENT

  Nevada residents receive three hours of complimentary self-parking by scanning their valid Nevada Drivers License at a self-parking kiosk. The Nevada Resident rate is not available when Event Parking Rates are in effect.
  I bought these tickets for a show that was a NON EVENT WEEKEND and would have been FREE TO PARK as a NEVADA RESIDENT!!!!  The show was rescheduled and out of my control.  I shouldn't have to pay an additional $30 now just to park for less than 3 hours to be able to still use the tickets I purchased 7 MONTHS AGO!  It was out of my control that this was rescheduled to an event weekend which i would have rather avoided all together going to the stirp or your hotel.  I should have to lose $160 because YOU rescheduled this to an EVENT WEEKEND.
  Refund my $30 parking charge please.

  I will be copying and posting my complaint and your refusal to to reimburse a measly $30 bucks to a local who was forced to come back to use tickets bought 7 months prior across all social media and every review online.

  Unacceptable Venetian. 

  $30 extra to park for 3 hours so that my $160 rescheduled 7 months later tickets were not wasted!?!  You got your $30 from the next car that parked in the spot  when I left right after the show. 

  Extremely Poor customer and LOCAL appreciation.  

  I will no longer spend another cent at your property and advise everyone I know and interact with to do the same.

  Good day,
  
  *******************************

  Business Response

  Date: 05/28/2024

  Our stance will stand as policy is outlined on our website and as appropriate signage is displayed. Our parking policy went into effect on August 24,2023 as this is also stated in the photo attached.

• Initial Complaint

  Date:05/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have contacted business by phone and email to report fraudulent activity on my account and they have not resolved this. They have failed to remove my information from their database despite repeated written and verbal requests.

  Business Response

  Date: 05/31/2024

  Thank you for your message. We have reviewed our records and determined that you inadvertently received these emails in error. We take the privacy and security of our guests very seriously. We are taking steps to help ensure this kind of error does not occur in the future.  We value our relationship with our guests and regret any inconvenience or concern this may have caused. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21723928
  
  I am rejecting this response because: After I made multiple complaints to the hotel with my concern of potential security breach and fraud activity, and after I was assured the matter was resolved, I again received an email welcoming "me" and thanking me for staying. Whoever checked in was not me. This is unacceptable to me, as is the initial failed responses. I do not have evidence that the matter is resolved and remain concerned that another person used my name and email to make a reservation and Stay at this hotel. I have no confidence that this company cares about my, as a former customer, data security and should have ensured from the beginning how this occurred and immediately resolved it then explained this information to me. Big failure to act and respond.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently stayed at the Venetian Resort March 29 and 30, 2024, our stay was great, but upon checking over my credit card statement today (April 5, 2024), I noticed an attempted charge on my card on the 28th of March, and *********** as I did not check in until the 29th, I also notice a charge for 300 dollars that was charged on the 1st of April, but my stay was for the 29th and 30th of March? I have called the venetian at the number provided for billing: ************, was on hold for over an hour, and kept getting transferred around to different offices. I would like to get this issue resolved as I did not authorize any charges to this card other than the security deposit for check in on the 29th of March.

  Business Response

  Date: 04/08/2024

  Hello, 

  Guest was not charged prior to arrival as only activity from Venetian was $300 hold for opening charging privileges. This was promptly released upon guest departure. There is no further action or follow-up needed. 

   

  Customer Answer

  Date: 04/21/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/25/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked ************* room for 2 adults and two children. At check in was informed rate only included two adults for club access and that the children would be extra but optional. We declined to add our kids. We were also told they could join us in the lounge just not eat or drink. Upon check out we were surprised to find an additional $113.38 nightly charge for our 5 nights for the kids lounge access, when asked for the charges to be removed based on our decline at checkin (and the kids not accessing the lounge) the hotel refused to refund saying the kids were not optional. The hotel is refusing to take accountability for the false information and charges. Multiple attempts to contact management to resolve have gone no where.

  Business Response

  Date: 03/25/2024

  Hello, 

  Contrary to what guest has stated, children are not optional as Prestige access is for maximum two (2) guests. Any additional guest is an additional $50+tax if they are under 21 years of age and $75+ tax for additional guests over 21 years of age. There is no acceptance or bend of this policy as there is no way to police children who were not added as additional. Guest signed for additional charges and our policy regarding additional guests is listed on our website. Provided is document ************** signed upon check in which shows her agreement to additional charge. 

  The Venetian Resort will not be refunding guest. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21475866
  
  I am rejecting this response because:

  1) conversation with prestige check in agent said otherwise - I recommend you check with employee who checked us in or video as we were clearly told that it was optional and we declined to add them. Employee who provided false information needs to be held accountable.

  2) based on above mentioned conversation I would not have signed for the additional fees. Ive never seen this document before (a printed copy was never provided to us at any point during check in) and thats not my signature.

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