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:03/18/2025

  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.

  When I checked in to this hotel, there is a kiosk to check in. But when you pay for your deposit and resort fee it also asks you if you want an upgrade. We went for the additional 36 dollars a night upgrade because we were staying three nights and it looked much nicer in the photos. When we got the room it was not the room with the upgrade. It was the same room I had booked. It had no fridge m, standard beds, no upgrades. I called the hotel and they carted up a fridge hours after to attempt to correct their mess up but no room correction. Plus while we were there there was a “shooting” that wasn’t true and the police completely blocked off the parking lot for hours. Plus it scared us so much I nearly didn’t want to return to the room at all. But there was no shooting it turned out.

• Initial Complaint

  Date:02/15/2025

  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.

  Upon checking in extra fees were charged,,I called front desk later and asked for guest services, then they shut my key off , went to front desk and security told me I was being evicted with no refund. This was on 1/30 room 1575 ,told I was banned while front desk manager referred me as crazy and laughed , they were very unamerican.

• Initial Complaint

  Date:11/13/2024

  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.

  Hello, I booked a surprise trip to Circus Circus the row in Reno NV for my twin daughters 14 birthday and my husband and I's twenty second wedding anniversary . Never again! The lack off qualified and competent front desk employee's is sad! On 11/10/24 we checked in but on 11/11/24 we had no hot water no help resolving the issue and a manager named Ron who was the most disturbing individual I have ever met. Rude, angry, aggressive and dangers! The casino lost power while gambling when I tried to remove my card from the machine it shocked my finger and left a black mark. When I told the casino about it they just laughed like it was funny and Ron one of the managers at the front desk said we were complaining to much. Also when returning to the room we discovered that there was no hot water and after several more hours of no hot water and after being told that someone would come fix it the never showed up. Then on top of everything else the outlets in the room were not working, the bath tub wasn't draining properly and all of this became a bit much not to mention this was after what they said it was an upgrade from what we previously had. I guess that was one to many complaints for Ron the manager. That is when he decided to go ahead and throw myself my husband and our children out of the hotel. What a joke!!!! We were over charged and not refunded one penny!!!!

• Initial Complaint

  Date:08/03/2024

  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.

  I filed a complaint to a few months ago a representative called me and said he would get back to me in a week I have not heard from anybody I would appreciate a call

• Initial Complaint

  Date:07/31/2024

  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.

  Made a reservation and was quoted a price including room, tax and fees. Upon check in was charged additional $175 In “resort fees” with no real amenities. When I asked what amenities given they have no pool she said fitness center, bell service and WiFi. Which again, their website lists that the hotel offers complimentary WiFi and airport shuttle. It isn’t complimentary if it is charged a: a resort fee. When I asked why it wasn’t included in estimate…she said it was in very small print though they disclose the tourism and others fee” and my quote states room. Then called customer service (Caesars) as she directed me to when I went to the room. Only to find out that the room itself was cheaper than what they charged me but wouldn’t adjust it because I checked in. Had I called before checking in they would honor it. Then the room was filthy. Food crumbs by the bed. Bedding is stained with who knows what fluids. They came and vacuumed the room but it was disgusting.

• Initial Complaint

  Date:07/29/2024

  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.

  I stayed in Reno elevators did not work just one all weekend sister had a breathing machine up at room nobody could help me get her to the room to get it Line was out to the casinos to get to your rooms in elevator fleas on floor carpet in room bit all over legs and arms notified front desk no help whatsoever remote did not work to TV all weekend never sent anybody to look at it poor service phone in room did not work poor service notified front desk of everything horrible horrible stay sister had four heart surgeries triple bypass‘s and I could not get anybody to get to her room for her breathing machine we had to wait in line for elevator only one that worked all weekend. O and they made me pay $40 dollars for Valet parking never heard of that they were supposed to reimburse me $100 deposit and have not received it yet charge me $189 on top of my $234 for my room the 189 I had to pay when I got there total pay was 472 for two night I have Receipts paid all this money for what no elevator bit by bugs have pictures horrible weekend I’m disgusted that I would take my sister for a nice birthday weekend and it sucked

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service 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.

  I stayed at the circus circus reno property from November 17th to November 22nd 2023 and had several issues during my stay there that ranged from lack of basic customer service, to outright discrimination against me as a disabled individual, and was endangered during my stay there. First: I made it clear during the reservation process that I was a disabled individual and required any and all ADA required accommodations and assistance during my stay. I had an appointment for a spa visit, and asked for directions. I was given bad directions by the staff, and missed over half of my appointment as a result, but was charged the full amount. At one point, I tried calling to find out how to order and get a meal delivered to my room, as I was physically unable to get down to the food due to how I was feeling due to my health condition, and I inquired about how I could call to place an order and charge it to my room. I was transferred to someone who told me I needed to speak to someone at a specific department (and was dumped in a voicemail) after not hearing back, I called and spoke with the night shift manager, only to discover that I had been sent to a dead line. I was finally able to get a meal ordered and delivered, hours later. I also had multiple people try to force their way into my room while I was inside, and I had to physically place myself against the door to prevent the door from being broken in. I tried calling hotel security, front desk, anyone on staff to get help, and got no response repeatedly. Nearly an hour later, I finally got someone, but never got any followup or even asked if I was ok. The response numerous complaints I filed with the staff at the hotel directly (and even to the corporate office through another property of caesar's) not only went ignored, but were erased from their system entirely. I have spent this year calling their corporate office regularly to try and get these issues addressed, but have not had any contact from them.

• Initial Complaint

  Date:07/12/2024

  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.

  I have been coming here my whole life with my grandparents, parents, and now as an adult, so 41 years in total. Always enjoyed coming here, the great arcade, gambling, service etc has been great. my fiancé and I decided to do a last minute trip for Father's Day weekend, we came out the next morning to my car completely kicked in by god only knows who. they did absolutely nothing, would not release the camera footage, just we are so sorry for your car sir. this was parked in the parking garage, next to the stairs in the light with 3 cameras shining at my car. it was literally beaten with a fire extinguisher and kicked in by some worthless wastes of oxygen. security knew about it but nothing was done for me nor they got away with it scott free just to do it to the next victim. im sorry but your customer service, security and safety of your customers has gone out the window.

• Initial Complaint

  Date:07/09/2024

  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.

  On July 7, 2024, my family and I arrived at Circus Circus for a much-anticipated family vacation. We had booked four rooms, but unfortunately, two of them were in an extremely unsatisfactory condition. In my room, I was shocked to find multiple dried blood stains on the sheets. When I requested extra sheets, two out of the four that were delivered had dried food stuck to them. To add to the disappointment, there were also dried strands of hair on the bathroom shower walls. In my sister's room, she encountered an infestation of ants crawling on the walls and tables, which resulted in painful bites. Additionally, the shower drain was clogged, causing water to accumulate up to her ankles and hair to emerge from the drains. When my sister asked to speak with a manager to address these issues, she was met with a rude and unprofessional employee named Sophia, who initially claimed to be a member of management but was actually a front desk clerk. Sophia's dismissive attitude was evident in statements such as "it's not our fault your room has ants and you're having those issues." When I called the front desk to escalate the matter and request to speak with a manager, I was met with further disappointment. The manager Vita defended Sophia's behavior, displayed a lack of sympathy towards our situation, and directed me to a night manager to avoid dealing with the issue personally. Furthermore, Vita refused to provide me with the professional email address of her superior, preventing me from filing a formal complaint. We were offered a room transfer, which we initially refused, reversal of resort fees, an incompetent front desk clerk and a clueless manager as compensation. The level of incompetence displayed by the staff at Circus Circus is truly appalling. It is clear that the entire team at Circus Circus needs to undergo comprehensive retraining or be replaced in order to ensure a higher standard of service.

• Initial Complaint

  Date:01/11/2024

  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.

  Hello my name is ***** ******** and want to get help regarding my matter. My father is a disabled man who took a trip to Reno NV from Yuba city in August of 2023 where he stayed at the circus circus hotel. He was there for three days when his shower overflowed causing the whole shower to get flooded with what looked like feces as well as the restroom floor when someone flushed the restroom on the other side of the room. He asked to be switched rooms in which they switched him to a room with no disable access and a downgrade from what he recently rented. He went to speak to the front desk where they notified him their was not much they can do. This was back in August as I stated and he decided not pay the full amount because he was not getting the room he originally asked for and he asked for a superior person in charge to contact him to speak about the matter, which no one ever contacted him. However they continue to take money out his account every month. I want to come to a resolution as my father keeps stressing about this matter. The photos attached shows the overflow of water with feces and the non disabled room they put him in. I want to add that before this overflow happened they heard noises every time someone would flush the bathroom which sounded like bubbles and he contacted the front desk where they sent a engineer who checked it out and said nothing was wrong and everything seemed fine. Thank you for your time. Best regards ***** (Please feel free to contact me for more details.)