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:03/11/2025

  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.

  On Veterans Day weekend, 11/9/24 - 11/11/24, my family, and I stayed at the Aquarius Casino resort for two-nights. Within 3 hours of being in our room, our healthy infant Granddaughter became horribly ill causing us to rush her to the local ER. The doctors were unable to diagnosis the cause of her sudden illness, but did prescribe her medicine, which seemed to curb her symptoms. At 1:00 a.m. on our second day, we woke to the room being flooded with the smell of natural gas. We immediately left the room, then went down to the front desk. After explaining to the very rude, and dismissive desk supervisor what we had experienced as no Manager was on duty, we were informed the smell wasn't gas, but fumes from the grease traps (a.k.a. grease interceptors) being cleaned in the downstairs kitchen, and that we werent the only guests complaining. The supervisor, and other staff were shocked at our reaction to the fumes as though it was a common occurrence, and totally normal. We initially requested a room change, but due to other issues with the highly rude, and condescending staff (desk supervisor, and bellboy), we felt we had no other recourse, but to leave verses getting another room filled with noxious fumes, or contending with any further nasty attitudes. At that point, we drove home to ********* at 2:00 a.m. For the record, the fumes were not harmless, and while packing our belongings we all experienced dizziness, and headaches. According to ****, short term exposure to these fumes is unhealthful, so I don't know how a company who deals with temporary tenants staying at their property on a daily basis could be so unserious concerning such a serious situation. We were charged $229.99 for the two-night stay plus a $47.26 resort fee totaling $277.25. We were only refunded $107.01, which is less than half of the two-night stay cost. We want the remaining $122.98 hotel charge, and the $47.26 resort fee refunded for a total refund of $170.24.

  Business Response

  Date: 03/19/2025

  Dear *** *******, 

  Please accept my sincere apology on behalf of everyone here that your stay was less than exceptional.  We regret that your family had adverse affects to the grease trap odor in your guest room.  We can certainly understand your disappointment with the situation.  Moreover, we are sorry that your complaints were met with apathy and disinterest from our staff.  Please know that what you experienced is not in keeping with the high level of guest service we strive to maintain at all times and will be addressed.  

  Regarding your request for a refund, unfortunately, you booked through an online travel agency and not through the hotel directly.  As such, we are unable to accommodate your request for refund.  

  As a gesture of goodwill, we are happy to offer you a complimentary two-night stay in a Majestic Suite on a future visit.  Please contact our Hotel Manager, ******** *****, at ************* if you would like to take advantage of this offer.  Please note this offer expires on 3/19/2026.  *** *******, please know that we consider you a valued guest and hope you will return.  

  Sincerely, 

  ***** *******, Executive Assistant

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23039654
  
  I am rejecting this response because:  The business's claim that they cannot refund the requested monies due to how our reservations were booked is not believable.  If they truly wanted to resolve this matter they, without a doubt, can make the requested refund themselves, and not expect the third party booking company to take responsibility for the horrendous service they provided, and the dangerous situation they placed my family, and I in during our stay.  The reasoning behind their unwillingness to grant my request is nothing more than a cop-out, and an attempt to avoid admitting their liability in this matter.   
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/16/2025

  Dear *** *******, 

  Please know we are in the process of contacting the third-party booking agency to attempt to get you refunded, in lieu of our offer for a return stay.  We will keep you posted on the status of the request when we have more information. 

  Regards, 

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

  Executive Assistant

  Customer Answer

  Date: 04/17/2025

   
  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 as long as the refunded amount we receive is equal, or greater than $170.24 as the offered two-night stay is of no value to me considering the peril you are willing to put your hotel guests in.  I await the outcome of your efforts to secure said refund. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/28/2024

  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.

  I checked in at the hotel on 06-18-2024 and was placed in room ***** on the *************. During the first two days of my trip I was having a lot of problems with the key cards. The key cards stopped working and had to go down to the front desk approx 5-6 times. A mechanic went up there and said nothing was wrong with the door. The staff decided to move me to a new room. I was placed in room ***** on the *************. Well staying in this room I started to get bit. I dont notice the bites until the last day. After I checked out I contacted security for a report. I sent pictures of the 30 plus bites all over my body and they were attached to the report. The security supervisor gave me the number to risk management. He told me to give them the incident number. I called and left a message with no returned call. I called the next day again and finally got ahold of someone. The lady I spoke to let me know she was waiting for housekeeping to do an inspection and she would call me back. The lady never called back. I contacted the same risk management the next day. The same lady answered and told me that she already told me she would call back. I let her know all of my concerns. Including washing all my clothes multiple times. She said she would call back in the afternoon with the results. The lady never called back. I have being staying at this hotel since I was a little kid. Now I bring my kids to this hotel. I have never had any problems with this hotel until this trip.

  Business Response

  Date: 06/28/2024

  We have spoken to this guest and advised him of the inspection status,

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21908617
  
  I am rejecting this response because:
  There is no way I got bed bug bites from anywhere else but the hotel rooms. I went to my doctor ****** they did advise me that they looked like bed bug bites. I don't understand how you can do your own inspection of the room. Obviously you are going to say it's clean. Your company has many complaints from people regarding bed bugs.
   Sincerely,

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

  Business Response

  Date: 07/08/2024

  The room was inspected by a third-party pest control company. The room was negative for any pest activity.

  Business Response

  Date: 07/24/2024

  Good morning, the guest has been notified that an independent third party inspected the room he was staying in. There were no signs of any pest activity including bed bugs in the room.

• Initial Complaint

  Date:06/10/2024

  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.

  Hello, I am writing to file a complaint against Aquarius Casinos Resort in ********, ******. We booked at a suite, stayed for two nights June 7-9. During our stay we encountered many issues and concerns. Our first issue was the elevators, there were only 3 of 6 elevators functioning somewhat correctly in the ************* there was always a 20+ min wait to go up including going back down it was another 20+ min wait and when brought to attention of the Supervisor of the front desk it was disregarded. The main concern after our stay was a few of our party members including our baby were bit by a bed bugs multiple times. We didnt notice until after we left when we felt the symptoms of the bites. We hope by filing this complaint, action is taken to correct the disregard and negligence of the supervising staff. We paid $419.86 CONFIRMATION#: LAUAQU114277931

  Business Response

  Date: 06/17/2024

  Dear valued guest, 

  Thank you for bringing the issues you experienced while you were our guest at Aquarius Casino Resort to our attention.  We appreciate your feedback as this is the best gauge we have of our performance. 

  Please accept my sincere apology for the slowness of the elevators during your stay.  Our records indicate that you visited on a sold-out weekend and two of our six elevators in the tower you stayed in were indeed down.  Heavy traffic times can slow the elevators down for all guests and we regret this inconvenienced you and your party in any way.  As a gesture of goodwill, we have refunded your resort fees back to the card we have on file in the amount of $47.26 for your inconvenience. 

  Please also accept my apology that you did not receive exceptional service from our hotel management staff.  Please know that our team members are instructed not to give their last names as a safety precaution.  We are sorry that our team member seemed unwilling to assist you in the manner in which you expected.  

  We do appreciate your patronage and look forward to another opportunity to serve you in the future. 

  Kind regards, 

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

  EA to the General Manager

  Business Response

  Date: 06/17/2024

  This issue has been resolved with the customer

• Initial Complaint

  Date:06/10/2024

  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.

  6/8-9-24.1.The elevators were consistently malfunctioning, causing wait times exceeding 20 minutes to either access my room or the casino floor. Multiple elevators were out of service simultaneously, resulting in intolerably long lines, managed only by the installation of posts to coordinate the crowds.2.Unsafe and Trapped Feeling: The elevators functionality was abysmal. When attempting to travel down just one floor, the elevator would ascend several floors before descending, stopping at each floor along the way. On one occasion, it stopped on 16 floors before reaching the ground floor. This caused not only frustration but also a profound sense of being trapped and unsafe.3. front desk stated on 6/8 There were no accessible stairs from the first to the second floor near the front desk, leaving the elevators as the only means of movement, exacerbating the feeling of being trapped. 4.When I expressed my concerns to security, they advised using the elevator hallway phone for assistance with the private elevator. However, when I attempted to use this phone, the number provided for the front desk was invalid, leaving us without a reliable means of escape or assistance.5.**** and Unprofessional Staff: When I approached the front desk to discuss these concerns, *****, the supposed front desk manager, was incredibly rude and dismissive. Rather than addressing the issues, she called security in an attempt to have us removed from the hotel, despite us having done nothing wrong. When I requested ****** name, she refused to provide it and instructed a colleague not to tell us either. After persisting, her colleague hinted at reading name tags, but ***** deliberately turned away and retreated to the back office to avoid identification. This appalling treatment and the hazardous conditions led us to feel so uncomfortable and unsafe that we checked out on 6/9, opting to stay at another hotel. This forced us to incur the additional expense of paying for two rooms.

  Business Response

  Date: 06/25/2024

  Dear Ms. ********************** you for your recent stay at Aquarius Casino Resort.  We do appreciate your business and apologize for your inconvenience during your stay. 

  We are aware of the delays with the elevator during the very busy weekend you were here. Two of our six elevators were down during this time.  Our Security, Facilities, and Hotel staff were on hand to assist guests to the service elevators to help with delays.  At no time were any of the working elevators completely stopped for any length of time with guests in them. However, the ride can take some time when stopping at every floor. 

  Our records indicate that our *************** Manager did refuse to give her last name.  Please understand that this is company protocol for the safety of our team members, and we are easily able to determine who a guest spoke to by knowing the first name and department for which they work. 

  As a gesture of goodwill, for your inconvenience, we have refunded the credit card we have on file for the resort fees in the amount of $47.26. 

  Thank you for bringing this issue to our attention. as we take all complaints seriously and investigate thoroughly when received.  We are constantly striving to improve upon our service and guest feedback is one of our best gauges to do this.  We hope that you consider being our guest in the future.

  Sincerely, 

  The Aquarius Casino Resort

   

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21823344
  
  Due to the elevator situation, and the anxiety, stress, and mental anguish of feeling trapped on the 12th floor, we had to find a new hotel for Saturday night. The correct course of action is to compensate us for Saturday, as we didnt stay. Check the badge swipes; we left that evening and never returned. The fear of being trapped on a high floor and then being stuck in an elevator with over **************************************************** down, was overwhelming. Additionally, security assured us that the elevator phone worked for immediate assistance, but it didnt, exacerbating our anxiety.
  
  While I understand that employees are not obligated to provide their last names, the poor customer service and blatant evasiveness of the staff member in a leadership role were unacceptable and added to our distress.
  

  Sought resolution: compensation for Saturday nights stay in addition to the repost fees for both night. 
  
  Sincerely,
  
  *********

  Business Response

  Date: 07/05/2024

  Dear Ms. ******************** records indicate that you booked with a 3rd party booking site.  We are in the process of contacting Expedia/Hotels.com on your behalf to request a refund of room and tax for Saturday night, 6/08/24.  We expect you will see a refund within 7-10 business days to the card they have on file for you.  

  Please be aware that since you did not book directly with us, the Aquarius Casino Resort does not have a record of the credit card you used or the amount you paid through the booking agency.  The refund will appear from that company and not the Aquarius. 

  Ms. Key, we hope we have satisfied your request regarding this matter and look forward to an opportunity to serve you in the future. 

  Kind regards, 

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

  EA to the General Manager

  Customer Answer

  Date: 07/08/2024

   
  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:04/17/2024

  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.

  Bug bites. My cousin, aunt and I stayed at the Aquarius hotel 4/5-7/2024. Room 9052. My cousin and aunt slept in on bed and I in the other. A couple of days after I got home I started itching and discovered my upper arms, forearms, right calf and fingers have over 50 bug bites. After researching my symptoms. I am positive that these are bedbug bites! I am really upset about this and terrified that I may have brought these bugs into MY home! The health department should be notified.

  Business Response

  Date: 04/23/2024

  Hello ******,

  Thank you for contacting us. I'm truly sorry to hear about the less than satisfactory experience you encountered during your recent stay. Having thoroughly reviewed your complaint along with the accompanying documentation, I am in agreement to offer a complete refund for your hotel stay, inclusive of any resort fees you may have incurred. If you wish to explore this matter further or require additional clarification, please feel free to inform me. Additionally, I've tried reaching out to you via phone.

  
  Thank you.

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

  Risk Management 

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

   

  Customer Answer

  Date: 05/09/2024

  The complaint has been resolved.

• Initial Complaint

  Date:03/21/2024

  Type:Product 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 3/21/2024 at 1:00 am. I put a $100 bill into a slot machine at Aquarius casino in ********. The machine took the money as normal but didnt count it on the screen as playable funds. After contacting staff they told me i was a liar and refused to refund me any monies. I was a guest at this hotel and and astounded by the way this was handled. Terrible business practices and management to follow is horrendous. A guest i was mind you. Never again

  Business Response

  Date: 04/02/2024

  Dear valued guest, 

  We are in the process of reviewing your claim and will respond to you once we have completed our investigation.  We thank you for your patience and understanding. 

  Kind regards, 

  Aquarius Management

• Initial Complaint

  Date:09/18/2023

  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.

  Was severely bitten by bed bugs from the hotel and having an allergic reaction.

  Business Response

  Date: 09/19/2023

  Dear ***************************,
  
  I hope this message finds you well. We have carefully reviewed your request, and we are pleased to inform you that we have decided to offer you a refund for your hotel stay, as per your desired resolution.
  
  Your satisfaction is important to us, and we genuinely appreciate your feedback. We take your concerns seriously and are committed to addressing them to your satisfaction. To expedite the refund process, someone from our *************** team will reach out to you to go over the process.
  
  Thank you for choosing our hotel, and we look forward to serving you in the future.

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service 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 Aquarius on May 25, 2023. On the morning of our departure, I made coffee for us both. As I handed my wife her cup, the bottom fell out and hot coffee spilled on her leg, causing ***** and pain. I called security, who provided ice packs and asked me to complete an accident report.We understand that accidents happen, but we were disappointed that management did not reach out to ** to inquire about my wife's well-being. Two weeks have passed since the accident, and we have not heard from anyone at the hotel. This is poor customer service and does not reflect well on the establishment.We had a generally positive experience at the Aquarius, but this incident has left ** with a sour taste in our mouths. We would not recommend the hotel to others until management takes steps to address this issue.

  Business Response

  Date: 06/12/2023

  Dear ****** and *****,
  
  We were disheartened to learn about your unfortunate experience during your recent visit to our Hotel. We sincerely apologize for the discomfort and inconvenience this incident has caused you.
  
  First and foremost, we want to express our concern for your well-being and assure you that your safety is our utmost priority. We deeply regret any distress caused by the lack of communication following the incident.We acknowledge that reaching out to check on you would have been an appropriate course of action, and we sincerely apologize for this oversight.
  
  Regarding your injury, we understand the seriousness of the injury you sustained and its impact on your overall experience. We would like to extend our support, let us know a preferred method of communication so that we may discuss the matter further.
  
  Once again, we apologize for the discomfort caused and for the lack of communication. We genuinely appreciate your feedback as it allows us to improve our services and prevent similar incidents from occurring in the future. We remain committed to ensuring the safety and satisfaction of our guests.
  
  Thank you for bringing this matter to our attention, and we look forward to connecting with you soon.
  
  Sincerely,
  
  *****************************
  Risk Management Manager
  ************

  Customer Answer

  Date: 06/12/2023

   
  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:03/16/2023

  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.

  Attended a concert at ********************* on 10/22/23 (Hall and *****)We paid $300.00 for two tickets at Ticketmaster and did not get to stay for the concert because the wind was so strong that it was whipping our hair and dust into our eyes. Also the big screen where the artists can be seen was lowered (due to the wind) so we could not see the performers because the crowd were all standing.I went to the Aquarius website and sent a written complaint on 10/26/22 but never received a response.I sent a follow up complaint on 3/15/23 on the Aquarius website.

  Business Response

  Date: 04/03/2023

  The complaint was addressed and concluded to the satisfaction of our Guest.

  Customer Answer

  Date: 04/03/2023

   
  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.

  Thank you so much for helping to resolve this situation!
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:07/23/2022

  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.

  7/22/21. Checked into room **** at around 6:30pm. Went out to eat and play casino games coming back to the room around 10pm. Found a bed bug crawling on the pillow of the bed. Attempted to call the front desk to report the problem, I stead was told to go down front to the front clerk vs a manager coming to the room to investigate the issue. Brought all belongings down front and called again finally reaching a manager Danielle close to 10:30. Obviously we did not want to stay in a hotel with potentially till bed bug infestation. Hotel manager refused to accommodate our stay in an affiliated hotel next door, refused to call another manager to file a formal complaint, and refused to do anything about our clothes and suitcases that can not be utilized now due to being in a room with bed bugs. I am now out 100s of dollars in clothes and luggage, had to drive back home 45 miles u expectedly all due to this issue with no resolution or even a suitable apology except attitude from the "manager" on site. Very poor customer service and a significant health code violation that could significantly effect other patrons as well as us.

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/02) */ Contact Name and Title: Mary G****** Contact Phone: ********** Contact Email: mary.g******@goldenent.com Spoke with Mr. ****** and advised of our position. He stated he understands and accepted a good will gesture offer. case closed. Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told I would be offered compensation in the form of hotel credit compensation which has yet to happen. Which to me is another sign of poor communication and multiple broken process with this company. They are more than welcome to reach back out. Business Response /* (4000, 9, 2022/08/17) */ Item resolved with Guest, who was satisfied. Consumer Response /* (2000, 11, 2022/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company provided great customer service and assisted in fixing this issue