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:09/23/2024

  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.

  My wife and I stayed at the Stratosphere *********************************************** from 9/18-9/20 originally suppose to check out on 9/21 but our trip was cut short. After initially getting my room and arriving at hotel I quickly realized despite all the no marijuana smoking signs and signs in the rooms of $350 charge, the WHOLE *********************************************** SMELL LIKE CIGARETTES AND WEED. Was not aware of deposit per night + resort fees due at check in until I got there either. Our first room was a select queen. I wrongly assumed the room has some sort of mini fridge as this is a basic amenities in most hotels but this one does not. I texted concierge and was offered to upgrade for a fee. I then realized our thermostat to the room did not work correctly. (Wouldnt register pressing the buttons) I texted concierge again on this matter so I just upgraded. I was told if I check out early ( 9/20 before 11AM) I would my last night refunded ( room&tax + deposit +upgrade fee) I go down to speak with front desk regarding details of of this on the morning of 9/20 to make sure I was told the correct information. I was told by the front desk that they had to get a manager since I had a balance on my room. This is my first run in which I believe was a front desk supervisor not a manager. The balance was because I was apparently charged a smoking fee and when I explained my case that we dont smoke that this cant be I was told an investigation will be done. Investigation concists of cleaning services and security checking room for evidence/smell of smoke. My room was occupied only a couple hours after I checked out. We were at the pool when the detector sent a signal to the front desk which was 4:20 pm on sept 19. We did arrive back from pool between 4:30-4:45 and took showers and did light a candle. I spoke with multiple managers about where we are on the investigation and have not been contacted since I last spoke with *******. Reddit along with other sources claiming same false smoke charges. Hotel is a scam

  Business Response

  Date: 10/12/2024

  Thank you for reaching out and expressing your concerns regarding the Smoking Fee. We understand your frustration, and we appreciate your feedback.

  At The STRAT, we have undertaken significant renovations to enhance our Casino, Hotel Rooms, and Resort Amenities. These improvements are designed to elevate our guest experience and ensure compliance with our policies.

  One of our latest innovations is the Air Quality Detection system, referred to as a REST Sensor. This advanced technology monitors air quality within the room's proximity. Attached you will find your REST Sensor Report, which indicates that the sensor detected a change in air quality related to smoke. Specifically, the large graph with the red line represents the sensor data for room 11074, which recorded a score of 100 for smoke combustion at 4:20 PM on September 19th.

  Additionally, we have included several other graphs demonstrating how the REST algorithm distinguishes between various sources of air quality changes, such as steam, sprays, adhesives, and cooking. The system is calibrated to only register a red alert (score of 100) for combustible or vaporized smoke from vapes, cigarettes, tobacco, marijuana, and nicotine products.

  We acknowledge your mention of lighting a candle in the room. Please note that candles are not permitted on property due to fire safety regulations. As a courtesy and due to the overall experience, we will refund the smoking charge back to the card used upon check in. Please allow 3-7 business days for this amount to be reflected in your account.

   

  Best Regards,

  THE STRAT, Hotel, & Tower 

  
  

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22323569, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Joseph Roe

• Initial Complaint

  Date:03/06/2024

  Type:Product 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 booked a stay at the Stratosphere via Priceline.com for February 10th through February 13th. We arrived and declined to spend $90 extra per night to upgrade to a "renovated room". We checked in and went to the room. The hallway reeked of Marijuana, the mattresses were uncomfortable and the heat didn't work. We called maintenance. We were told that it was a water problem in the hotel and the heat couldn't be fixed. We called the front desk and were told they didn't have any other rooms. We looked online and there were rooms advertised as available via Priceline. So we contacted Priceline to see about checking out and booking at another hotel. The representative said if we got the name and position of the person at the Stratosphere who approved the refund we would receive a refund. We checked out on February 11th and booked a new room via Priceline. We received a "receipt" and left. Now neither the Stratosphere or Priceline want to refund my money. I paid for this upfront in full using Affirm.

  Business Response

  Date: 03/20/2024

  Hello ******************************,

  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at the STRAT Hotel, Casino & Tower. Your input is crucial to us as it helps us enhance our accommodation and services.

  It's disappointing to learn about the various events such as the conditions of your room, nor provided an adequate solution by our Facilities and Front Desk team. These do not meet the ICONIC Resorts standards, as we strive to maintain for our guests. Please know that we have communicated your concerns to the respective departments involved to correct and to prevent such incidents in the future. We want all guest to have a positive experience and want to end on good terms. For the inconvenience, we have submitted to Priceline a Refund Request for the unused nights of the 11th & 12th. Please recontact Priceline in 3 to 5 business days to ensure they have continued forward with this refund request, as they are the ones that collected your Room and Tax upon booking through them.

   

  
  Best Regards,
  
  The Strat Hotel, Casino & Tower
  

  Customer Answer

  Date: 03/21/2024

   
  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:09/08/2023

  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 went to the Strat the day of Aug 21st in the morning of 10am. I already paid Expedia for the room, and for the flight which I was taxed for although I dont require to pay taxes on such thing. So when I go to check in, the self check in screen prompts a 356$ charge not stating for what even after the purchase. I do remember the charge was split into two, one was $181 and the other was the remaining balance of the 356$ (I assume the deposit since I paid with debit) I say this to point out I was charged $181 AGAIN upon checking out under the guise it was a resort fee. So in actuality I was charged a resort fee TWICE and it has been over ten days I never received my deposit either. The cherry on top was the black mold in the bathroom ceiling of every room on level 11. Im a general contractor and I knew it was bad news when I saw the paint bubbling in the bathroom as well. Not to mention me and my partner developed respiratory problems a day after we left. (Yes we took a shower, yes the steam and exposure to the black mold can cause sickness and it did). I cant take away the sickness nor can they but they can right their wrong in overcharging me and not giving me my deposit which is $45 a day we stayed for 5 days so total $225.

  Business Response

  Date: 10/10/2023

  Hello ****************, 

  We are disappointed to hear that your stay with us was not a positive one.  We appreciate your feedback that you have provided to help us make improvements. I will let facilities and housekeeping know about the issues you had throughout your stay. It was clear that you were disappointed with your experience, and we are sorry for not meeting your expectations. For the inconveniences that you had I will go ahead and waive off the resorts fees which will be refunded to the card on file, this will take 3-7 business days for the amount to go back to your account. 

  Business Response

  Date: 11/09/2023

  Dear ***************************,

  Regarding your matter,we would like to apologize for the inconveniences that occurred during your stay. We value your feedback and take your concerns very seriously. We hope to improve upon this isolated incident to ensure this does not occur again to any of our guest going forward.We want all guest to have a positive experience and want to end on good terms. When reviewing your charges, I do not see a double charges, but from what is being describe could have been pending on your bank until it was manually adjusted. For the inconvenience of the room issue, I ensure that all Resort Fees were credited back to your credit card ending in ****. I already see that the $200 Refundable Deposit was already released upon check out. Keep in mind, upon check in the Strat collected a pending hold of $381.20 ( $181.20 for the Resort Fees collected upon check in & $200 Refundable Security Deposit to ensure no Room Damages).  From the pending $381.20, we only charged $181.20 to settle, thus the difference of $200 was not charged and released back into your account. With all Resort Fees being credited back now, you should see a positive $181.20 coming back into your account within **** business days. I have also forwarded your folio to show the credit has been processed.
  
  Best Regards,

  The Strat Hotel, Casino & Tower

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20575180
  
  I am rejecting this response because:

  Youre stating your system shows a refund when my bank institution didnt receive one, so its on your systems end (since the bank has better currency transfer systems than a hotel) and should be updated and fixed seeing as how I never received my deposit back. But your system is reading I did seems pretty suspicious youre blaming my business card from ***** Fargo a Major banking institution. But well see if I ever get that 200$ or 181$ seeing as how two weeks ago you said Id receive it in 5-7 days now its 10 days. On top of that Ill have a health inspector and commercial construction code inspector come out from my pocket to get more evidence and perhaps file a lawsuit against black mold in living quarters, and wrongly built shower systems. when you sell rooms for profit each night you have to be up to health regulations and have a moral code. Ill ensure that. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/16/2023

  Hello ****************,

  We greatly apologize for the confusion. We have attached your reservation settlement screen. This screen labeled as "Guest Credit Card Transaction Review" shows any authorizations, settlements, released, and credits. Upon using the Kiosk Self-Check In, we collected a pending $381.20 hold. However, on the day of check out The Strat charged $181.20 from the $381.20 hold. Additional, the remaining difference of $200 deposit was released as a no charge. We understand you were inconvenienced during your stay, and should have not been charged the Resort Fees as reciliation due to the hardships you endured. Therefore, a credit was provided back to your account to return the $181.20 back to you. You may present the Invoice Number ******* & ******* to your bank to properly locate the transactions in their review. Or us the token ID: ****************.

• Initial Complaint

  Date:07/12/2023

  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.

  This was in a rude security guard being disrespectful calling me b****** an tell me to hurry an bounce an I was already exiting there property almost to the exit he didn't have to say anything after I lost my money in there casino An they were not professional at all

  Business Response

  Date: 07/13/2023

  Hello, My name is ***************************, Director of Security. I would like to respond to this complaint as ****** is in another department. 

  However, I do need a little more information as what day this incident occurred, a rough time frame and if a description of the Security Officer can be given.

   

  Thank you

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had a late check-in on 04/10/2023 Monday around 10:00 pm.We reserved 2 non smoking rooms for our family of 7.When we arrived we were charged extra for non smoking rooms. This was not disclosed when we made the reservation. At 5:00 AM in the morning after check-in somehow we were woken up buy loud hammering and drilling noise somewhere around our rooms in the 12th floor.We were not able to go back to sleep and the front desk was not picking up the phone. After all the ordeal we received a text message saying they were shutting down the water supply for 3 or more hours.We decided to checked out the next day, we have five kids, and the front desk ignored our complaints. The lady was just staring at the computer. No , I am sorry, no apology or explanation of any kind.We know this is a Casino with a great reputation but they dropped the ball this time.We hope some one will help us.Thank so much for your help.

• Initial Complaint

  Date:04/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 February first 2023 I made reservation for February 14,2023 for my wife and I, I was told that there was a at front charge for the entire reservation to which I agreed, on Sunday February 12 approximately at 5:00 (call was recorded according to operator) I called to see if it was possible to cancel and I was told that I didn't have a reservation, the person repeatedly told me several times that even if he wanted to cancel, that there was way to cancel a reservation I didn't have, I told the person that I needed to find out for sure if I did or not have a reservation, and several times the answer was that he couldn't cancel a reservation that I didn't have, ( I would like to ask for the recording of the call) to confirm this conversation. due to the fact that I was told that I didn't have a reservation I decided not to go, imagine my wife and I on February 14th (valentine **** being told we didn't have a reservation? So we didn't go, base on what I was told that I did not have a reservation.after February 14th when I saw my credit card statement I noticed the charge, On February I called and spoke with some one and tried to explain my situation, she stated that she had knowledge of other clients having the same issue, she told me she was going to have a manager call me, the next day I received a call from the manager who promised to investigate and call me back, the manger then called me back and left a voicemail and sent me an email saying that he was informed that I was aware that teh reservation was nonrefundable which is not the reason the reason of my complain, I clearly informed every person that I talk to, that my complain was that I was told that I didn't have a reservation and that was the reason we did not go.I strongly suggest that they provide the recording of all my conversations but more importantly the one from February 12,2023 when I was informed that I did not have a reservation. I'm requesting my money back and teh complain on their file.

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 checked into the hotel. We were promised daily housekeeping to replace towels and sheets, basic tidy every day. They did not come. Each day, we called...sometimes 2-3 times to get them to bring new towels and replace the sheets. They would say they were coming and then not come. We stayed five nights and on the last night, we stalked a housekeeper and begged her to clean our room and give us new towels. Literally stalked, I kept going back to her and asked if she was going to be able to come to our room. I doubt she would have, she kept getting farther away and I think I just wore her down. What is going on? Hotel rooms are supposed to provide these basic services!! Not only the cleaning, but the room was filthy and worn out. We paid a higher fee to get an 'upgraded' room, but the outlet plugs didn't actually work...I had to charge my phone on the floor where the tv was plugged in. The shower was crusty in all of the corners, hair on the tiles. There was even dust on the key card swiper, like a thick layer like it had been months since it had been sanitized. Gross. Then, to top this off - there were panhandlers sitting right outside our elevator so we had to constantly say NO WE DON"T WANT NO EFFING SHOWS!! It got so annoying and I'm normally a politer person in that situation, but it got to be so often that I just wanted to scream! One sole guy accosted us SIX times one day! And that was until a shift change or somethin? Then another guy tried another FOUR times that night. I will never stay at this hotel again. Gross. I sent a complaint to the business via email and have never heard back, cause of course they wouldn't respond. We called many times when we were there, I'm tired of trying to resolve it. I only took one photo when we were there and I regret not taking more, but this shows how crusty the shower was. Picture that in all corners of that room.

• Initial Complaint

  Date:12/12/2022

  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.

  I attempted to celebrate my first experience in ***** at this hotel. I upgraded my room and ask for an early check in. I get to my room and trash on the counters and floors. Drink stains from containers. Dried urine and hair on the toilet. I went down stairs to speak with the front desk. The clerk disappeared for 20 minutes only to come back and tell me that the room was cleaned. Then asked for pictures. I asked for a supervisor, she accused of lying and in the same breath stated that the housekeeping manager also said the room was nasty. House@keeping clearly made the bed up and nothing else. Who is to say they even change the sheets. Then offered me me $45 for putting me in a nasty room and accused me of lying. The supervisor was so nasty that I said cancel and then her rude self said that's up to you but you may not get your money back. I travel a lot in my line of work and this has been by far one the worse experience ever. There is no respect for@the customers or pride in the cleanliness of this place. I did not stay at this hotel and I want my money back.Then I was told that I book through a third party but I went on ********* page and booked my room.Then I was told someone would call me. Someone name ****** called me and when I called back, I am told no one by that name is a supervisor or works there.

  Business Response

  Date: 12/14/2022

  Hello ************,
  
  Sorry for the late response. We appreciate you for bringing this matter to our attention. We sincerely apologize that your experience at our hotel did not meet your expectations. We strive to provide a high level of service but we fell short on this occasion.
  Due to the inconvenience, we have authorized a full refund for this reservation. I have attached the updated folio for your reference. The credit will be in 2 different amount, first refund of $30.61 was done 12/06 and the 2nd refund of $246.72 was done today total of $277.33. Please allow 7 to 10 business days for your bank to process the refund.
  
  Thank you for your time, and again, we apologize for the inconvenience.
  
  Please feel free to reach out if you need further assistance.

• Initial Complaint

  Date:11/14/2022

  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 booked a package trip to ********* on for the 11/03/22-11/07/22 flight and Strat hotel in ***** I picked the room I wanted. Offering free WiFi and modern decor, Elite guest rooms feature a 55-inch HDTV, a compact refrigerator and a coffee machine.Sleeps up to 2 adults. Pay priceline $772.23 and when I was to get to the hotel I was to pay $181.20 and my security deposit of $250. When I got to the hotel the clerk told me I had to pay $551 and for a room upgrade which I didn't need a upgrade because the room I payed for on priceline was the same room. While I was there I contacted priceline to see what was going on and was told they would handle it but they never got back with me I contacted them again and still nothing. I even talked to the hotel because after I got my bill they only gave me $234 back so I was scam out of $136. When I got to the hotel I should've paid $415 if my security deposit was $234. Why was I charged $136 more when I already paid priceline and my room wasn't an upgrade it's the same room I picked and paid for through priceline.

  Business Response

  Date: 11/16/2022

  Hello ***************,

  Upon reviewing the reservation and confirmation email you have sent to us. The reservation was guaranteed with your credit card but was not charged for the room and tax. The confirmation email states in the Pre-Pay Policy that the reservation must collect the room, tax, and resort fees upon check-in. However, we do see that you had booked for our Elevate style room, but the third party had sent us incorrect information stating you had booked for a Select style room. For this miscommunication we will be taking care of the upgrade and the card on file will be refunded $136.06. Please allow 3-5 business days for this refund to process. If you have any questions, please email us at ************************************ Thank you for choosing ********* Hotel, Casino and Skypod! 

  Kind Regards,

  ********* Hotel, Casino and Skypod

  Customer Answer

  Date: 11/16/2022

   
  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:10/11/2022

  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.

  Strat Hotel and Casino offers unsanitary room accommodations. We checked into our room for a 3 night stay and there were toe nail or finger nail clippings on the bathroom floor and in the shower. We contacted housekeeping and they stated they will be right there to address the issue. They never came so we went to the front desk and spoke to a manager and showed him the video we took of the unsanitary accommodation He was also grossed out and apologized and stated he will contact housekeeping to address the issue immediately as he stated they have strict sanitation requirements since Covid. My niece recorded the conversation with the manger. Its the second day of our vacation and we have not been able to shower due to the unsanitary room accommodations. I have tried to upload the video of the bathroom and the conversation with the manager and it keeps saying error. I can forward to a email for your records

  Business Response

  Date: 10/25/2022

  We apologized for any inconveniences experienced during your stay with us, we had requested a full refund with your 3rd party company as of 10/17. refunds can take up to **** business days.