ComplaintsforVirgin Hotels Las Vegas
Hotels
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Complaint Details
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Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
During our recent stay at your Las Vegas hotel, we encountered several issues that left us disappointed. Despite our excitement for the trip, the room assigned to us did not meet our expectations. Booking a canyon-opal tower room for its proximity to the parking structure, we were surprised to find ourselves in room ****, at the far end of the hallway with a worn interior carpet and a view of a parking lot.The real challenge, however, was the room's location, right next to the airport flight path. The noise resembled an airplane taking off within our room. Despite notifying the shift manager, we were told the hotel was full and no room changes could be accommodated. The manager labeled this as an "upgrade," but there was nothing upgraded about it, and it contradicted our intention to relax.Attempts to address the issue with the front desk were met with limited assistance, citing a fully booked hotel due to the holiday weekend. We were never informed about the room's proximity to the airport during our confirmation call or check-in. The constant disruptive noise from airplanes made it impossible for us to have a peaceful stay.Waking up to crashing noises from planes at **** disrupted our sleep, forcing us to order room service due to exhaustion. This experience, contrary to our two-decade-long loyalty to your hotel and the Virgin chain, was highly disappointing. Despite seeking a refund, the front desk was uncooperative.Subsequent attempts to contact the hotel via email and a letter to the manager yielded a slow response from ***********************************, who offered to waive a $112.39 dining fee but failed to address the core issue. The lack of prompt and satisfactory customer service has left us contemplating our loyalty to Virgin Hotels Las Vegas.In light of these circumstances, we request a full refund for our stay from 11/24-11/26. We hope you can rectify this situation promptly and retain a once-loyal customer.Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
It has not been feasible to communicate via the portal. My inquiry relates to status matching. With ACCOR and Best Western hold Platinum. In the case of IHG, ************************** and ******** I have reached Gold. With an ************** have Diamond. Thank you.Initial Complaint
08/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Hello Team BBB,I am here to complain about a damage to a customer's vehicle that occurred during ********************** valet parking during 6/10/23 - 6/11/23, and the hotel did not give any investigation results and compensation suggestions for two months.When I checked out on 6/11/23 I discovered damage to my right side car door and promptly reported it to the hotel. Attached are photos of the vehicle damage and the time record receipt at that time. I got in touch with ******************** right after I got back to LA County. There has been no response from the hotel department other than to reply to an email that is investigating. Attached are my email records and hotel check-in records and expenses.In this complaint, I think that the hotel is not eligible to get any payment for my consumption. Their management errors and neglect of customer complaints have caused losses to customers. I hope you guys can help me get a full refund. Regarding the maintenance of the vehicle, I believe I will use other complaints to solve this loss will be more than USD1500.Thank you!Initial Complaint
03/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My complaint is for the added resort fees. I was charged over $200 for my 4 night stay for resort fees which include high speed internet (which I do not need as I brought my portable WiFi), discount on spa services which I did not use, Hulu and ******* (I have my own accounts with them) 2 for 1 drinks at the bar (I do not drink alcohol) and unlimited phone calls ( I have my own cell phone service. I spoke to the manager to ask for the resort fees to be reversed as I do not agree with the charges and she said No, its a Las Vegas hotel thing. I called Hilton customer service and was told that it is up to the manager to reverse the fees, meaning it can be reversed.All I want is the resort fees credited back to my account. My only complaint about the hotel stay is the resort fee. Everything else was wonderful!Initial Complaint
10/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We were over at The bar at Commons located in the ************ Las Vegas on October 1st 2022. I bought some drinks totaling in $48.77 plus a $10 tip for the bartender with a total of $58.77. The next day I noticed 2 transactions pending, one for $107.54 and the other being $97.00. I immediately called my bank and was told the transactions had not gone through and to check on Monday. I also called the bar and spoke to ************************* who claimed to be the assistant manager on site. As soon as I explained my situation he stated this is not the first time meaning it happens to others all the time. I was relieved thinking I would just get a refund since it happens to others all the time. Instead he said that if the transactions went through they could not refund me the money but would try to compensate me in other ways. I was not happy but just decided to wait for Monday. I checked back on Monday and the $107.54had posted and gone through but luckily not the $97. I called the bank to start a dispute and a week later the bank mailed me a letter saying my dispute was denied and that the merchant was willing to offer alternatives. All I want is to be able to get my money back that was charged due to their mistake. I thank you in advance for your help!***********************Initial Complaint
10/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On Wednesday, September 28, 2022 8:38 PM Mountain, I booked a "NONREFUNDABLE" room with Virgin Hotels Las Vegas Curio Collection by Hilton through hotelplanner.com.When I got my email confirmation, I realized that the dates for the reservation were wrong, and I immediately reached out to hotelplanner.com support to request to have the dates changed. After communicating with the support team at hotelplanner.com for the past 5 days, they commented that often hotels understand and are willing to authorize a date change or a cancelation for a rebooking, this was not the case with Virgin Hotels Las Vegas Curio Collection by Hilton.hotelplanner.com support staff reached out to both the hotel, and the rate provider (the entity that has the most pull with the hotel?) and requested authorization for a date change or a refund so I could book the correct dates. The hotel refused the request, which is clearly within their right, but it is a very short-sighted customer service approach, and very below the customer first standards I would have expected from a ************* Due to the refusal to reschedule my reservation (or authorize a cancelation for rebooking) I have been left with a bill of $1119.15 for an unused hotel room and am now forced to seek cancelation for my flights and other reservations, including a business conference which was the purpose for my booking, totaling more than $2500, and a potential loss of business.I am very disappointed in their lack of willingness to find a customer service focused resolution to the issue.I am requesting a review of the business by the BBB, and an attempt for a resolution of a refund.I have attached the original booking, as well as the latest support chat emails.
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Customer Complaints Summary
7 total complaints in the last 3 years.
4 complaints closed in the last 12 months.