ComplaintsforVirgin River Hotel & Casino

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On I stayed here Dec 17th 2023, the room was not clean so we stayed somewhere else. We told them about it but was charged $204.73 I tried to credit dispute but lost. I didn't realize I could dispute it with BBB, sorry for waiting so long but this was unfair. Even when they said they could get us in the next night we decided to move on.

  Business response

  09/10/2024

  We have searched the Virgin River guest data in our hotel reservation system and are unable to locate a guest by the name of **** or ***** ******.  I have attached screenshots of the search results.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a room in the Virgin River Hotel (what is actually a Motel I found when I arrived). I went to dinner in the casino and spent a few dollars in the machines after checking in. After dinner I went to the (motel) room and found stains on the sheets (blood), pillowcases and blankets. A full footprint on the bottom of one pillow. Urine on the toilet rim. With many families around us, all having very young children making noise, we decided to just check out ajd request a refund. We were told by the front desk staff that the manager in the morning would have to approve our refund. We didn't have any issue with that. Now, I am being charged for the room and am being told that I will not he getting a refund for a room that was falsely advertised, dirty, loud and unused.

  Customer response

  04/18/2024

  The establishment reached out and issued a full refund. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We've had 2 seperate incidents on 2 different occasions with the same security gaurd. We believe we're being targeted, and discriminated against.The 1st incident with *****/*****/***** (unsure of her name, she didn't divulge her name or introduce herself. Which my research says it's mandatory in the security gaurd rules.) There was a medical emergency with our mom and it was with the same gaurd as the 2nd incident. Our mom's heart stopped in the bathroom and she yelled at her to move, that our mom can't be doing that, she verbally assulted her and physically made her move to sit on a toilet, in front of many spectators.Emergency services were NOT called. GREAT negligence on the casino's part.Security guards are not supposed to threaten you when you report another party hitting your car. The security lady *****/*****/***** (she never introduced herself or divulged her name, we saw it started with an M and was a short name.) She publicly harrassed us, verbally abused us, followed me when I tried to get away, got in my face many times, pointing her finger, berating me for no reason. We didnt feel safe at all and it was our car that got damaged. Besides fearing for our safety, she tried taking my 1st amendment rights away (saying I don't have rights on private property) and tried to make me leave the scene of the accident because she didn't like me standing up for me and my wife. She also obtained my wife's ID illegally as it was not for gambling purposes or a crime.She's an elder security gaurd and there was also the older gentleman gaurd with a mustache, wearing a yellow security shirt and salt pepper hair that was there too (he never introduced himself either), nor did he try to help.They're refusing to take our reports, refusing to send the "forms we need" (their words), to file complaints and dening us the security footage, and their write-*** as per our rights.

  Business response

  01/17/2024

  Please be advised that your case has been turned been turned over to our Asst ******** of Security as I have advised you of this in my previous emails.  All communication needs to be done through security and not social media as you have been. Regarding your claim of your car being damaged at the Virgin River, *********** viewed the tapes and closed the case immediately as the damage was not done in our parking lot. Your complaint with ******************** was turned over to the property for us to handle this internally as we have done and the case is now closed.  Should you need any further assistance, please contact *********************** our Asst. *** of Security.  Thank you, *************************** - GM

   

  Customer response

  01/17/2024

   
  Complaint: 21156022
  
  I am rejecting this response because:
  

  They never provided contact t information to their delegated personnel.  Multiple security gaurds, including the one that started all this, there are NO cameras in the parking lot.  The officers never went inside the establishment,  we were there from start to finish.   I will warn everyone about what's been happening.  If I have to use social media to get this resolved. I WILL.  All we were looking for from start to finish was an apology and validated.  I have so much more evidence,  but they want to go to court for a subpoena, I believe it's because they're fabricating stories and DON'T HAVE FOOTAGE because they have no cameras.  Why won't they provide proof?  They keep going all around the requests and truth.

  
  Sincerely,
  
  **************************************

  Business response

  01/19/2024

  We have done everything possible and have apologized.  We have tried to contact you but no one answers the phone therefore we sent a letter in the mail which you should be receiving. Thanks

  Customer response

  01/22/2024

   
  Complaint: 21156022
  
  I am rejecting this response because:  we NEVER received an apology.  All that's happened is; we've been blocked from trying to communicate by F.B., messenger, and direct messages.  Does anyone from that casino know how to be truthful?  We have more proof, but your system doesn't allow more.

  One real dang apology, why is that so hard?

  
  Sincerely,
  
  **************************************

  Customer response

  01/22/2024

  The o ** apology we ever re lived was before they knew it was me writing.  I had inadvertent** written them via messenger with my 2nd account.  When they figured out it was me, after I sent the summary of the ordeal, they blocked me.  No apology given.  Just the generic one they tell everyone.  They said it before they knew it was me and when I posted the story, they blocked me without anyth9ng further said or done by them.

  Customer response

  01/22/2024

  The Virgin River claims a lot of stuff.  They told us to get a subpoena, indicating they want to handle this all messy like.  Which means, I cannot accept a letter or any phone calls from them now, because of  messy route they want to take.  I will proceed with the BBB, and apparently they want me to obtain a lawer instead of offering  a real apology.  You can see this in their communications I've provided.

  Customer response

  01/22/2024

  The general manager refuses to release the names of their two security gaurds that were there that day.  We've asked several times.  We have the police report and it does not support *****'s claims.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my profound disappointment with my recent stay at the Virgin River Hotel and Casino in ********, ** on Nov 10, 2023.The discrepancy between the quoted price of $30.38 and the actual charge of $129 coupled with the lack of corrective action despite assurances, has been distressing. Moreover, the condition of the room I was provided was unacceptable. The floors were sticky, and upon walking, my feet turned black, a clear indication of poor cleanliness and maintenance standards.Furthermore, there seemed to be a lack of concern among the staff regarding the incorrect information provided and the evident lack of cleanliness in the rooms. This disregard for customer experience is disheartening and raises significant questions about the quality of service provided at your establishment.I have brought the discrepancy between the quoted price of $30.38 and the actual charge of $129 to the attention of the management. However, they have refused to adjust the price, despite their initial assurances, stating that the employee must have made an error (are employees not held accountable? I guess not). Note I originally book the room for Nov 07 but changed my reservation to the 10th. I was assured verbally that there were no changes to my original reservation but was not provided with a email confirmation. I called twice and asked confirmation to be sent but was told it had been and that they didnt think it could be resent. Again, I was assured my original quoted reservation and confirmation number had not changed (2CHDV ). This unresolved issue has caused inconvenience and frustration. When I asked to speak to a manager again on Nov 11 I was told they werent available and I would receive a call back within a couple hours. Today, Nov 13, I still hadnt heard back so that is when I called the hotel again.I am sharing these details with you in the hope that these issues are not only addressed but also used as an opportunity to improve the quality of service provided at your establishment. As a customer, I believe in fair and transparent business practices, which were regrettably lacking during my stay.I trust that you will take the necessary steps to rectify these issues and prevent such experiences for future guests. I eagerly await your response and a resolution to this matter.Thank you for your time and attention.*********,*****************

  Business response

  11/13/2023

  After reviewing the reservation, the original date booked was for a weekday at $27 plus tax, since the guest changed the date to a Friday Nov. 10 the room rate is higher due to a weekend at $99 plus tax and $10 pet fee which is the correct rate charged.  No refunds will be issued.  Thank you!  *****

  Customer response

  11/13/2023

   
  Complaint: 20864123
  
  I am rejecting this response because: I was NOT provided with the rate increase when I changed my reservation.  Also as outlined in my original email, the room itself was not clean.  
  I am extremely disappointed that the only response is too bad.  Your employee provided incorrect information .  If we had been told of the rate increase, we would have made an informed decision at that time.  However this was not the case.  
  I feel this is very poor business ethics.  In my experience, if a customer is not happy or has a problem with their experience, the company should at least try to provide them with some reassurance.  I do not feel like I am being heard and would appreciate someone looking into this further.

  Thank you for your time.
  
  Sincerely,
  
  *****************

  Business response

  11/13/2023

  Let me pull your registration card that has the rate and your signature on it acknowledging the rate change. 

  Business response

  11/14/2023

  Please find the attached document with the rate and your signature on it.  No refunds will be issued as it clearly states the $99 rate and has the guest signature acknowledging the rate for Nov. 10, 2023

   

  Customer response

  11/14/2023

   
  Complaint: 20864123
  
  I am rejecting this response because:

  For the record, Upon check in I tried to dispute the rate but was told this is what it was.   I then said that I would take it up later with a manager as at this point after traveling for 7 hrs with our dogs and granddaughter we were not about to look for accommodations elsewhere.  We were beat, hungry and just wanted to settle in.

  A phone number was provided and we waited for a call back from a manager.  This never happened so unfortunately after waiting 3 days, we called back and got no where.

  I sincerely hope that you will reread my previous emails and other concerns, none of which have been addressed.

  again I thank you for your time

   

  
  Sincerely,
  
  *****************

  Business response

  11/29/2023

  Upon check in you signed the rate change and pet information in our signature cap which I previously sent and you stated you reject this claim.  You are responsible for the full charge.  

  Customer response

  11/29/2023

   
  Complaint: 20864123
  
  Did you READ my previous response?  Can you respond to my specific concerns?

  I'd appreciate my specific concerns being addressed.

  
  Sincerely,
  
  *****************

  Business response

  11/29/2023

  With all due respect I did read your comments.  I sent the **** team to check your room after you checked out.  It shows you had 2 dogs in the rooms and since our pet room floors are treated with a protective coat it feels sticky.  We do that to protect the floors just in case animals have accidents in the room.  We feel the room was adequately cleaned.  Not sure what else you are looking for.  No compensation will be given.     

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 27th, I was traveling through ****** on the 15 South and saw a sign for a low priced hotel call Virgin River. I needed to shower and a place to rest so I decided to check in and all seemed okay until I got into the room and the shower was not working. I called the front desk and requested a new room but was told that I would have to wait there for an engineer to come to my room and work on the plumbing until it was fixed. I was not interested in fixing their plumbing and the **** was not going to give me acceptable accommodations so I packed my things ** in the room and angrily went to the front desk to demand a refund because I was leaving the hotel immediately. I accidentally left my room keys in the room with my luggage and needed to be let back in so I could get it to leave. The hotel staff including the manager ****** made me wait at the door for a security gaurd the plumber would not let me into the room he said "he didn't know for sure it was my room" even though he could plainly see I was fully aware of the issue of the broken shower as he had it in his hand and my luggage was LOCKED behind a closed door. **** the security guard came and I had all my luggage on me trying to leave but she blocked my exit I had to physically push past her to leave the room because she was attempting to falsely imprison me. **** then pointed her finger in my face and started yelling at me. You can't talk to me like that You're trespassing" I WAS LEAVING NOT TRESPASSING!!! **** then called down to the front desk and told the staff I was trespassing. When I returned the key **** snatched them away and rudely said goodbye. I said I wanted a full refund. She said No and started giggling "**** said you're trespassing." This hotel first sold me a *** room, then made me responsible for the supervised repair of the *** room, and is now attempting to make me pay full price for a *** room I was not in more than an hour. I want a full refund and a criminal investigation.

  Business response

  08/29/2023

  ****************** I have spoken with the Virgin River Hotel Manager **** (who is fairly new in his position) and advised him of our policy should someone request a room change due to maintenance issues.  Since we had rooms available they could have moved you.  This now has been brought to his attention and shouldn't happen again.  I do apologize for the inconvenience you sustained during your trip.  As for security i have not spoken with them but will follow up.  I have requested a refund for the one night stay.    

  Customer response

  09/01/2023

   
  Complaint: 20530881
  
  I am rejecting this response because:

  I have not received the refund requested. I am engaging with my CC company now for a refund for a room that should NEVER have been charged in the first place for such atrocious service, please see the attached.
  
  Sincerely,
  
  ***************************

  Business response

  09/05/2023

  With all due respect your refund was done on 8/30 for the amount of $30.38 it takes time especially with a holiday weekend to communicate with your bank.  Should you have any further questions, please contact me directly at ************.  Thanks!  *****

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This involves 2 times staying at the hotel the first time was for 10 days they gave me a room with a broken shower head. The second time was with me my wife and son they gave us a room with a broken heater/ac both times they gave us an attitude problem about it I want my money back in full. The first stay was Jan 13th $322.89 for 10 days the next stay was one-night Jan 24 for 30.38.I want a full refund back to my card.

  Business response

  02/27/2023

  My apologizes for not responding sooner as I was out of the office.  I researched the maintenance records for the room #s and dates associated with the guest name.  Our system tracks all incoming calls for maintenance issues in rooms and around the property and there was no records of any maintenance issues during the guest stay per his complaint.  Therefore no discounts or refunds will be issued.  Thank you

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/20/2022 I checked into the Virgin River Hotel and Casino. As soon as I entered the room it smelled like urine. I went into the bathroom and the smell got stronger. I went to ********* to buy air freshener, came back sprayed the room with Lysol Disinfectant Spray, and the smell was still there. I called the front desk about 6:15 and spoke with ******. I explained to her that the room smelled like urine and asked if there was another room I could move to. ****** explained that there were no more rooms on the bottom floor which I requested. Instead she offered to send someone to the room to spray. I am a very dissatisfied customer. I booked the room for 10 days and I have to smell urine every time I walk in the room. I remotely and I'm working while visiting. I'm confined to the room from 8am to 4:30pm. I don't think that the cleaning people cleaned the room properly and I'm almost afraid to sleep in the bed,. But since they don't have other 1st floor rooms available I have to smell urine from the last guest that used the room who might have urinated in the shower or something. Guess I'll go buy some bleach and try to sanitize the room. Very dissatisfied with ****** at front desk guest services who said she would send someone to spray to cover the smell. Will never book here again.

  Business response

  09/23/2022

  ****************** upon receipt of your complaint with the BBB, I contacted the Virgin River Hotel Manager to contact you regarding your complaint as take these complaints very seriously.  Due to the popular demand for ground floor rooms especially in building 4, it took us a day to secure you a new room to move too which I believe you were happy with.  Prior to releasing you the new keys, we sent the HSKP Supervisor to check the room based on our protocols and he indeed released it as inspected clean ready for you to move too.  We then sent a fridge at no charge to your new room per your request ($90 value).  After you moved rooms the same HSKP supervisor went into the original room with a UV light to the mattress and looked for urine stains but came up with nothing so the room was then cleaned and rented that same night with no further complaints. Since the reservation was booked through a third party no refund will be issued.   As a courtesy I went ahead and authorized the remaining balance of $90 for the refrigerator to be waived.  I appreciate your feedback and I apologize for the inconvenience.  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I attended a Big 3 basketball event the weekend of August 13, 2021 in Las Vegas at the Virgin Hotel. My nephew (Donte G*****) secured my room for my stay. My room was in the Opal Tower on the third floor room 30320. Upon checking out time on August 15, 2021 i discovered i was bumped from my departing 1:15pm flight. So upon checking out i had my nephew close out his reservation of the room i occupied and placed the room in my name Darryl P**** for an overnight stay until the 16th of August. Upon reviewing my account i discovered i was billed $585.04 for my stay at the Virgin Hotel. I called Virgin Hotel and spoke with Sally in accounts receivable and advised her of my situation, when she discovered i was billed for two additional rooms supposedly in my nephews name. I advised this is fraudulent activity and a demand this item to be billed to the proper party. I has since informed my financial institution of the error (************) of this matter only to discover Virgin Hotel sent nothing to support these finding and my account was redebited $401.88.. I am a federal employee with the U S Navy with a security, this is embarrassing an can have possible repercussions if this matter is not resolved.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/15) */ Contact Name and Title: Julia A******* GM Contact Phone: 7023466801 Contact Email: **************************** This complaint was sent to the Virgin River hotel in Mesquite, NV not the Virgin Hotel in Las Vegas. you have the wrong property to report to the BBB. Please remove Virgin River and resend to Virgin Hotel in Las Vegas. Thanks!

*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. ↩