ComplaintsforVegas.com, LLC

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered ticket for cirque de soleil show. I emailed them and asked them if I it was possible to change days to go. Unbeknownst to me instead of answering my question and seeing if I still wanted to change and pick my seats they just changed it. I paid a lot of money for these and would not have just taken some random seats.. I called them from the show to see why my tickets werent working. Was basically told you asked us to change them I said no I asked if it was possible. I didnt have good cell reception in Vegas so I never got the email til it was too late. So Im out over $400 for nothing. I would never have taken random seats. I picked seats in a specific area. For them to just change them without any input from me wax awful. Ive called and emailed them and they will not make it right.

  Business response

  04/24/2023

  *************************** purchased three tickets to ***************************** ONE by ****** du ****** for 04/22/23, she emailed us on 04/21 and asked us to change the date to 04/21/23 as we did, she arrived in ********* and showed up at the box office on 04/22/23 knowing that her tickets were cancelled. We had sent her three emails which she said she never opened up to advise of the cancellation and of the new show date that she requested. We have now refunded her in full this refund has been issued back to the original form of payment. Please allow 7 - 10 business days for her refund to process,depending upon her financial institution. Thank you Vegas.com

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  we have reservations arriving to ***** this Wednesday and have been trying to get ahold of vegas.com for a week with no luck. My mother is in the hospital and will not be able to come. I have emailed and called. It states that all cancelations must be done by phone. Well, you have to answer the phone. I have 6 hrs of hold time on the phone. PLEASE HELP.

  Business response

  02/27/2023

  Hello,

  I called and spoke with guests Son *********  He also sent a request to cancel via email last night.  By the time I spoke with him his cancel request had already been taken care of.  We cancelled both reservations and refunds are pending.
  

  Thank you
  

  Customer Service at **********************

   

• Initial Complaint

  12/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company hides the face that you may have to pay for carry on luggage. In fact I double checked the website and it told me that there was no charge for bags for one part of my flight, but then when I checked into the website, they wanted to charge me for bags and seat assignments. Why can they get away with not disclosing that there might be extra fees from the airlines? They cancelled my reservation when I called, without my permission. As you can see with my image there is no disclosure of fees for ******** Airlines on baggage fees and neither one shows disclosure for seat assignments.

  Business response

  12/15/2022

  After further research all information regarding baggage fees are available throughout the booking process. (I have included some screen shots). A full refund was offered to the guest and in listening to the phone call the guest accepted. We never intend for our guest to have a bad experience. We have reached out to the guest direct via email with a future booking promotional code.

  Customer response

  12/15/2022

   
  Complaint: 18567515
  
  I am rejecting this response because:

   I looked at other travel websites and they openly show which airlines have fees without hiding the information. Plus they have all the information, whereas I showed that this on was missing information from certain airlines. I think they need to examine how they are handling this information and giving people a better understanding of what they might expect. 
  
  Sincerely,
  
  *****************************

  Business response

  12/20/2022

  Its a clickable link both listed on the flight search and flight filter box, which again we listed in the original documentation, the customer himself even provided the screenshot of the clickable link routing customers directly to airline websites for their bag fees.  Airline fees are not included in the package which again are included in terms and conditions.  These terms are again provided prior to purchase, it is the responsibility of the user to review these terms and information provided during the booking process.  The customer has already been refunded in full.

  Customer response

  12/20/2022

   
  Complaint: 18567515
  
  I am rejecting this response because: I did send a copy, and the information said UNAVAILABLE! Yet, I saw information on Experdia, Travelocity, and others with the correct information. Plus it is hidden under a tiny link, which most people will ignore, The other sites set the information right out in the open without having to click extra links, which might not always be seen on some devices. Tell people in an non-obvious color to make sure to click the links, or just post it outright like others do and quit hiding it under a almost unnoticble link.
  
  Sincerely,
  
  *****************************

  Business response

  12/21/2022

  We have reviewed the additional information provided by the guest. We have submitted to technical support for further review for possible change in baggage fees placement during the booking process. The guest has been refunded in full for his reservation and a future booking promotional code sent to the email address provided

  Customer response

  12/21/2022

   
  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

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased tickets twice for the wrong date. I also purchased the insurance for cancellation. I have attempted by email and phone to reach the company to try to resolve this issue. I have spent over 3 hours on hold and have not received a return email. I am concerned this is time sensitive as the incorrect dates are 2 and 3 days away. Confirmation VC-00BVK7TX $238.63 Confirmation VC-00BK6AD $ 251. 81 I would like to work with the company to resolve but have not had a response.

  Business response

  11/29/2022

  This issue should be resolved now.  Guest was able to get in contact with one of our agents on 11/28/22 and have her reservations cancelled and refunded as requested.

  Thank you,
  

  Customer Service at **********************
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was notified in July of 2022 by Equifax about a purchase made with vegas.com through uplift that was listed negative on my credit report. since I did not do any business with vegas.com I disputed it. after 5 months still fighting to have this fixed, i have sent over police reports and all information to both vegas.com and uplift. at this point i think i need to contact an attorney since i have yet to speak to vegas.com fraud department. I would like this transaction marked as fraud and removed from my responsibility.

  Business response

  11/11/2022

  The refund has been issued as requested.  

  Customer response

  11/16/2022

   
  Complaint: 18385451
  
  I am rejecting this response because: I want this removed from my credit report and my credit report to be corrected.
  
  Sincerely,
  
  *****************

  Business response

  11/17/2022

  We have no control over your credit scoring or reports.  Please contact the appropriate credit scoring reporting agencies.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold me tickets to the wrong venue when we arrived for the show was wrong show traveled a long way to see the purple piano show prince tribute and paid alot of money ****** for these tickets did not use them and they will not refund me I did try to call them but they were closed I would like my money back

  Business response

  10/12/2022

  Hello

  Thank you for contacting VEGAS.com

  We show that the tickets were purchased online and not by an agent on 9/11/22 @6:07PM for the show WOW for 10/5/22. We also show a confirmation email was sent to *********************.

  There was no contact to VEGAS.com prior to the show regarding you booking the incorrect show.

  Unfortunately we are unable to give a refund on a past date reservation.

  Thank you

  VEGAS.com

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 16 2022 I reserved a room at the ************* hotel through Vegas.com, I did this over the phone with one of their agents. At the beginning she was trying to offer me a hotel a mile away from the strip like a Gardens inn or something like that. I said no, I wanted something on the strip and safe for my family. Finally, we agreed on the *************. I am not that familiar with las Vegas but I figured it was a hotel/resort on the strip, so I booked it for $170.01 which I paid with my credit card, the reservation was for the night of 7/22/22. The next day I received an email from the company in question confirming the reservation (I am uploading this document below). We arrived on 7/22 around noon and proceeded to check in, to my surprised we were given directions to go to our rooms, Not in the building towers of ************* but to a room located on the edge of the property that is a 2 story like MOTEL structure. Immediately I told the hotel employee that we booked a room inside the resort main building and I did not pay nearly $300 (when you add hotel resort fees and taxes) for a Motel room at the edge of the property. No where in my confirmation email was this described or explain during the booking with the vegas.com agent on the phone, because I would have said NO! I am not placing the security of my family at risk to stay at this Motel area. At this point I told the people at ************* That under no circumstances we were staying at the Motel version of their hotel. I asked to be check out immediately which they also refused to do. We called vegas.com and asked for an explanation; They claimed that the email confirmation explains we were getting a Motel room, that is a bold lie. They book me another room at the ***** Hotel but I had to pay for it in full, while they ask for a refund from *************. They just told me I am not getting a refund. In my view this is outright fraud. I guess by tricking people the only way to move this motel room

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/28) */ Dear Hector H****** You've reached VEGAS.com, the official Vegas travel site. Thank you for writing. We show that the reservation for ************* Hotel, Casino & Theme Park was booked online and not with an agent here in the Call Center as we all tell our clients that the Manor rooms are not part of the hotel itself. This information is also located on the website. Your reservation has been cancelled in full and a refund of $170.01 has been issued back to the original form of payment. Please allow 7 - 10 business days for your refund to process, depending upon your financial institution. If you have any other questions, please feel free to reply to this e-mail or call our Customer Support Department at 866-983-4279. Thank you, Vegas.com Consumer Response /* (2000, 7, 2022/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Vegas.com Issue a refund and canceled the reservation after I filed the complaint with BBB.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation on Vegas.com for May 29th thru June 3rd at Bally's Las Vegas. The total rate was $414.54. After a bit of research I found that Bally's I found that there were multiple complaints regarding bed bugs, broken elevators, dirty rooms and unfriendly staff. I called Vegas.com on April 6th to transfer my reservation to another Caesars Property. I spoke to Nancy and she advised me to make another reservation at a Caesars Property and she would work in getting us a refund or credit for us to use during our stay. So I made a reservation at Paris Las Vegas at the rate of $580.98. I have tried multiple times to resolve this issue with Vegas.com but have had no luck. I even spoke to a Supervisor at Vegas.com and he told me that if no one showed up to check into my room that it would just stay empty for the duration of the reservation. I have also contacted Caesars Entertainment regarding this issue and they said that I had to go thru Vegas.com. I have spent hours waiting on the phone for an agent only to be told that the hotel had to approve the refund/credit. But after speaking to agents at both Caesars properties I was told that they had no control over the decision. I will be happy to take a Caesars Hotel Credit or Food Voucher for the money that I paid. After reading the multiple complaints against Vegas.com I wish I had never taken the advise to book everything thru them. Please help me resolve this matter,

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/10) */ Dear Michael C****** Thank you for using Vegas.com we appreciate your business. Your reservation at Bally's has been cancelled in full, in the amount of $414.54 and a refund has been issued back to the original form of payment. Please allow 7 - 10 business days for your refund to process, depending upon your financial institution. If you have any other questions, please feel free to reply to this e-mail or call our Customer Support Department at 866-983-4279. Thank you, Vegas.com

• Initial Complaint

  04/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased tickets to the LIOZ show at the Bally's hotel and casino , this show said he was comedian and hypnotist a& magician which was none of the above it was 3 rd grade comedy , tickets were 73.00 it was absolutely false advertisement! I reached out to Vegas.com and they are offering me a 50.00 dollar credit for a future showing , in total I paid $303.00 for a party of 4. I just all my money refunded.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/20) */ Dear Sylvia P**** You've reached VEGAS.com, the official Vegas travel site. Thank you for writing. We're sorry to hear that you were not happy with the LIOZ Show, unfortunately the show reservation is nonrefundable. The services were provided as requested, the box office was never made aware of any issues or dissatisfaction during the event and there is no record of a departure scan indicating that you left the venue before the end of the show. We offered you a promotional code as a goodwill gesture and this is still available for your use and will not expire. We see that you have submitted a charge back, so at this point you will need to wait to hear back from your bank. If you have any other questions, please feel free to call our Customer Support Department at 866-983-4279 (toll free within the U.S.) or 702-992-7990 (international). Thank you, VEGAS.com

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 tickets for Rupaul's Drag Race in Las Vegas through the site Vegas.com on 1/2/2022 using my Paypal account. I utilized the pay in four function and paid in full. I never received the tickets from Vegas.com but thought I could pick them up at the box office prior to the show on 3/25/2022. However, when I got to the venue, I was told that there was no record of my reservation and that the table I had bought tickets for was sold to other patrons. I ended up buying new tickets to be able to attend the show that evening, thinking that I would be able to get a refund from Vegas.com for the tickets I never received. The Vegas.com customer service has told me that the tickets are nonrefundable and that I should have contacted them to have them resent to me. HOWEVER, THEY NEVER MADE MY RESERVATION and, again, my tickets were sold to other patrons. I would like my money back. I'd understand if this was an issue of me having made a mistake and lost the tickets or just not contacted Vegas.com --- but the fact that the tickets were sold to someone else means that they were never even issued to me.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/03/31) */ Hello Thank you for contacting VEGAS.com. I reached out to our Technical Support Team and they show that the confirmation email was sent to the following email address ******************* but never opened. A full refund has been issued. Please allow 7 to 10 business days for the refund to post. Thank you VEGAS.com

*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. ↩