ComplaintsforTropicana Express Hotel & Casino
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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I visited the Tropicana ******** Hotel however due to road emergencies I was not able to make it to my first night for 6/21/2024. I called ahead to let them know my circumstances and after arriving to check in the hotel and explained to them again then the employee at the front desk stated they would refund the first night since they were able to find someone else to book that same room last minute and cover the cost of my room. I paid $321 for the two days I was supposed to stay there, and was promised i would receive a refund for the first night in about a week. I contacted the support team and they say they can't do anything and want me to contact my bank instead of just taking accountability themselves for not going through with the refund on their end after agreeing to it.Initial Complaint
09/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Same visit...Tropicana charged two transactions.Trans dtd 24Jul23; Posted dtd 25Jul23 in the amount $91.13; And Trans dtd 25Jul23; Posted dtd 27Jul23 in the amount $110.21. I booked with Priceline; opted to pay at the hotel. Because I booked this way, Tropicana said they could not provide me a receipt upon check-out; but did tell me what I was being charged.When I asked "Why are the resort fees cost higher than the actual stay?"They replied, "It looks worst than it is; $60 is deposit, $30 a night. You'll get back ***** days."I have yet to get my deposit back.Tropicana is not answering or returning calls or allowing billing to be reached. i.e. They will leave you on hold and never pick up again. I first notice oddness in customer service during my visit. For example, even from your room at the hotel, using the room phone, you could not get ahold of the front desk. This is why I'm reaching out to BBB. Tropicana is making it next to impossible to get my deposit back.I'm starting to believe Tropicana is doing business in a less than honorable way since Covid-19; and that their billing their guests in a very informal, loose manner hoping no one notices and to their benefit. I'm a retired Navy Veteran; I pay attention to details. Thank you for your time in this matter. Respectfully. *****Initial Complaint
05/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Advertisement on website and in printed material does not include any statements that there is no cleaning, making of beds, taking out of the trash or freshening up towels. We have not seen a maid in 2 days and were told we have to call housekeeping and request services. We were told that the "resort" fees paid for internet and other services. Internet is not available in the rooms. The managers say they are going to provide services such as basic trash removal and have not. This is not a hotel. It is the equivalent of a homeless flophouse.Initial Complaint
10/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
October 7th -October 9th reservation for ************************* Hotel booking ID: TLAbWPaNrL at Tropicana ******** Booking ID: ********** Charged 124$ deposit September and 223$ upon arrival by Tropicana . Room was filthy from years of buildup, no locks on doors , inhospitable living conditions,dead bugs and trash on floor, furniture was all scratched up , dirty sheets/towels, carpet missing, improper & unsanitary conditions.I asked for it to be cleaned by room service,was told someone would fully service the room, I was ignored for over a hour. Went down stairs-got a new room. Equally bad., I complained again and was told a mangers would contact me. No one reached out - I checked out the next day was told they could only refund 14$ since it was booked with Expedia. This was a lie and shes withholding my funds. Expedia sent a confirmation email to Tropicana asking them on my behalf to refund me. They are ignoring Expedia and their multiple calls/ emails that are to advocate for me. And they are sending me straight to voicemail . They wont even speak to me after lying about not being able to refund me more than 14$
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.