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:12/19/2024

  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.

  We booked a friends trip to stay at Circa. We gambled and ate here daily. On the last day before we had to check out, I went to cash all my casino slips when one did not pay out. I went to the cashier in person and was told a supervisor would come by. When the supervisor came, he began questioning my ticket and then proceeded to use intimidation tactics to repeatedly tell me that I would be in trouble when they check the cameras so they wouldnt have to pay my slip. There was no fraud in this ticket that I was aware of. I had a stack from playing for days in my purse. He then wouldnt return the ticket to me. It was only for $44 but the fact that he scolded me in front of other guests and treated me with getting in trouble was completely inappropriate and not a good experience. I then tried to get his name from multiple people and was told no one could tell me. I immediately after this chose to no longer ****** at Circa that night and I will never book a room reservation there again. Terrible ending to the trip and very disappointed in how I was treated.

  Business Response

  Date: 01/03/2025

  I need a little more info. please.

  It appears that your last day visiting ** was December 16th. What time of day did this interaction occur, what did the supervisor look like? Such as Uniforum, race gender etc. This information will help me narrow down ******* and what happened.

   

  Thanks

   

  *. *********

   

• Initial Complaint

  Date:07/24/2024

  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.

  On Friday, July 12th , my guest and I checked into your hotel, leaving our items in their original positions, including three liquor bottles (Tequila, Honey ***** and Pluckers) on the bar, as well as a white cooler containing unopened cans of spritzers, Gatorade, and water. Upon returning to our room the morning at July 14th around 11 am, we were dismayed to find that our bar items and cooler had been moved. The cooler was on the floor alongside the Honey **** and Pluckers bottles, and the unopened spritzers. However, the items from the refrigerator and an open bottle of Tequila were missing.detail in the attached document.

  Business Response

  Date: 07/25/2024

   

  Good afternoon,

  This complaint was also made via our security ***** and are responding to this guest within that perimeter once our internal investigation is completed. This has gone to our *************** Dept. 

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

   

• Initial Complaint

  Date:05/15/2024

  Type:Facilities 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.

  On May 11, 2024 at 11:15 my husband and I ordered a glass of wine and beer at the overhang bar at circa. About 7 minutes later I noticed there was a bug in my glass of wine so my husband asked the bartender if he could replace it. The bartender refused and said we were probably the ones that put it in there and that too much time had passed. He said he gave me that glass 30 minutes ago which is untrue. It had been about 7 minutes or less. He also said I drank most of the wine already which is also untrue. I had about 2 sips before I noticed. He was very rude and refused to replace it putting the blame on us. I dont know where he thinks I would get a bug from to put it in my glass.

  Business Response

  Date: 05/30/2024

  Good afternoon,

  I will refund $23.98 as we want our guests to have a great experience. The refund will be sent to the address shown.

   

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

  Customer Answer

  Date: 05/31/2024

   
  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:04/09/2024

  Type:Service or Repair 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.

  On 2/2/24 I purchased tickets to an event at The Circa. I received an email about an "elite 8" event at the Circa Stadium swim. Tickets were $25 a person for general admission on Sunday, March 31. We were so excited. As a huge sports fan, it truly has been a dream of mine to be at this pool since it opened. About two weeks before the event, I called the Circa to confirm my reservations and the event. I was told, "Yes your tickets have been confirmed. Yes you are at the outdoor pool. Yes, the lawn chairs, where you are, are first come first serve." The day of the event arrived and my friend and I arrived at the Circa a half hour before the first basketball game. There was NO ONE waiting to enter the pool area. I showed the girls at the counter our tickets and they had no idea what those were for. They sent me to the Cabana rental and that gentleman proceeded to tell me that we were INSIDE, not outside at the pool. I explained that couldn't be right, I called to confirm and was told I was at the pool, but he said my tickets clearly state: All Stadium Style South. I said, "that's not clear. Stadium swim is the pool." He said I was wrong. Then I asked if we could just pay the difference and go outside(we had paid $25 a piece for our seats, and general admission for the pool was $30 a piece). He told me that wasn't allowed. We were turned away, absolutely devastated. First, to act like it was "clear" what stadium style south meant, to someone who had never been there, then, to call for confirmation and was told I was outside, then to not even allow us outside even offering to pay the $10 dollar difference. It was all extremely disheartening. It was March, not the summer when it's busy. The pool area was clearly not full. I am extremely disappointed in this business and how everything was handled. I truly believe I should be refunded for the amount I paid.

  Business Response

  Date: 04/16/2024

  Good morning,

  We are sorry that your experience was not to your satisfaction. Attached is the original ticket purchase for the Sportsbook and a screen shot that the tickets were redeemed at 11:22 am on March 31st. in the Sportsbook.

  At this time, we are not able to refund as requested.

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

   

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21547593
  
  I am rejecting this response because:

  I know it was redeemed, but what we redeemed was not what I had originally thought I purchased. In addition, you didn't even read what I wrote in my original response. What I thought I was paying for, and what I actually got were two different things. In addition, when I TRIED to pay the extra money to go out to the pool, I was denied. I'm requesting a refund because I was mislead and misinformed. I called ahead to be sure I was outside and was TOLD I was by YOUR employee. When we got to the event we had NO choice but to sit inside. I'm requesting a refund because YOUR company did not meet the expectation that was given on multiple levels. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/06/2024

  While the site to purchase the tickets showed a picture of the Sportsbook, and the Stadium Swim portion showed a picture of Stadium Swim, and both were clear as to the location-we hope our guests have great memories of ****-I will refund the $50.

   

  *****

   

  Business Response

  Date: 05/06/2024

  The check will be sent to the address listed on this complaint.

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

  Customer Answer

  Date: 05/06/2024

   
  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:12/11/2023

  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.

  Diabetic, my friend brought me a meal bar and was told no eating at the bar, did they want me to pass out, riduculous, was a BAR not a plate of spaghettis

  Business Response

  Date: 12/11/2023

  Hello,

  I need more information please to investigate this complaint. 

  What Bar did this occur, what day and approximate time?

  Description of the Uniforum and person that discussed this with you.

  Thanks

   

  *****

   

• Initial Complaint

  Date:12/08/2023

  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.

  In August of this year a friend I spired me to start gambling at the circa casino je said the hosts are great and they really do take care of there players . I am a gambler not by profession but I do ****** at several casinos and all of these other casinos jump for me when I ask for something . I usually win more then I lose at these other casinos BTW. In August I spoke with my friends host before starting to ****** their he assured me he would comp me 10 percent of my total losses . I the said ok that sounds fair if I do lose I will have something to show . Well I lost a 20k bet in the sports book after losing I asked the host if I could recieve the comp for 2k like promised and that was not the case I went back and forth for a month with him and his boss **** and they finally agreed on a smaller amount . And they were afraid I wouldn't come back if they comped me . Well I ended up coming back in nov/Dec and lost another 15k this time at the tables . I reached out to the casino host expecting a nice casino comp fpr my losses I was denied anything but a food comp from ****. I then reached out to other hosts on the team and asked for a comped room which they had obliged assuming I would spend more money I asked instead of a room cam you give me comp dollars instead they denied helping either way I've lost 35k in total and the amount they offered me was around 2 percent of my total losses I do have text mesage proof claiming they accidentally lied to me about comps . Which I know was a tactic to get me to place bets . I will be filing a claim with **************** directly about this issue.

  Business Response

  Date: 12/11/2023

  Due to ****************** filing a complaint with the ********************* there is nothing that can be done with this complaint. 

   

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

   

• Initial Complaint

  Date:06/04/2022

  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.

  Our experience at this hotel was nothing short of horrible. Not only was this a special trip for my fiancée and I seeing how he proposed at the legacy rooftop club inside the hotel and it was our first actual vacation and we were so excited. Our experience took a turn for the worse our first day there. We arrived at circa hotel from the airport and the first thing we did was shower once we got to our room. Not long after me and my fiancée noticed we were very itchy and our skin was noticeably dry, we thought maybe we were having a reaction to the hotel provided soap so we went out and bought the soap we normally use at home from a nearby ********** When we got back to the hotel we showered again using our normal soap and realized that our skin was only getting worse. After the our second shower we realized that is wasn't the soap but the actual WATER coming out of the shower that was irritating our skin. We then noticed that the water would get a little soapy on its own and it had a slight chemical smell to it. We voiced our concerns to the employees who understood or concerns and refunded us the resort fees which we were thankful for but also felt like more could be done since this has never happened before to us and it was something that was physically hurting/embarrassing to us. We were advised to contact the hospitality manger since there is no corporate office and the hospitality manager (ELODIE M*****) was nothing short of unprofessional and disingenuous in the way she handled our situation. She told us that there would be an investigation into the matter and that she would keep us updated throughout the process which she never did. We told her about how embarrassing it was to walk back through the airport going home and having people look at us itching and being completely uncomfortable. We were belittled by (Michael D***) the risk manager who our case was forwarded to and who told me that our injuries were not sufficient enough even though I sent pictures.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 6, 2022/06/15) */ Case# ******** Consumer: ******, ********* We are sorry that Ms. ******'s stay was not to her expectation. The Las Vegas area has what is known as hard water, which means that there is a high mineral content in the water. The water is safe to drink/use but may not taste good and may cause soap to be less effective. For our guest's comfort the naturally hard water is softened using a regular water softener. No other chemicals are added to the water by the hotel. At times a chlorine smell may occur, which is from the treatment of water by the water company. The water is continually tested by the water company to ensure it is safe for drinking, bathing an its other many other uses. Hopefully this background will suffice as to why the water may have a chemical smell and the other complaints regarding the water experienced by Ms. ******. I spoke with both employees mentioned in Ms. ******'s statement regarding her stay. Ms. M***** related that she felt as though she was being asked to diagnose why Ms. ****** and a companion were having a skin reaction. That would be impossible for Ms. M***** as she is not trained to make that determination. Ms. M***** also remembered that Ms. ****** stated she was getting an attorney and therefore sent the issue to Risk Management. Mr. D*** received this complaint from Ms. M***** and called Ms. ****** on 5/23/2022. Mr. D*** left a message and was called back by Ms. ****** on 6/3/2022. Mr. D*** related that he tried to speak with Ms. ******, however another person who identified himself as Ms. ******'s fiancé interjected himself in the conversation. Mr. D*** related he would like to speak with Ms. ****** as she was the person who spoke with Ms. M*****. The issue was not resolved during this conversation. Please note that the accounts of the employees are synopsized. Ms. ****** sent color photos; nothing could be gleaned from looking at them. Mr. D*** sent Ms. ****** an email, so that Ms. ****** could reply with any further information she would like to share. Nothing else was sent other than this BBB complaint. Since opening, Circa has not experienced any similar guest complaints including during the time frame in which Ms. ****** stayed in the hotel. In reviewing this complaint in its entirety there is no apparent connection between hotel operation and Ms. ******'s complaint of itchy irritated skin. Both employees are long term experienced team members with excellent records, both will strive to maintain positive interactions with guests. Based upon the review of this complaint, there was no discovered connection between hotel operations and Ms. ******'s complaint. We are therefore not able to provide Ms. ****** a refund or waive the resort fees. Respectfully, Brian S******** Risk Management