ComplaintsforCircus Circus Reno Hotel & Casino
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Complaint Details
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Initial Complaint
08/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked 2 rooms for a family trip to Reno. The day before our trip, one of our teenagers tested negative for COVID. I called the hotel to see if we were able to cancel our reservation and get a refund. The agent I spoke with told me that I could cancel until 3pm that day. I discussed with my husband whether or not we would cancel or leave the sick teen with my parents and go to Reno anyway. We decided to cancel with plans to book another trip in November. I called the hotel back, confirmed that my cancellation would result in a refund and cancelled our trip. A week later, I do not see a refund, so I call the hotel, their call center pulls up my reservations, tells me they have up to 10 business days to refund me and that I should call back in 2 days. I waited about a week, called back, asked the agent to look up my reservations, they assured me I should have gotten a refund. I was given a phone number to call to discuss the refund. Instead, I filled out a contact form on their website. I received a response from customer service stating that I did not book with them, than I used a travel agent. This is the first that I had heard of that, so I went back to my email confirmations, found the information about the hotel, their phone numbers, etc. At the very end of the confirmation emails, I see another number. I Google searched it, and it is a third party hotel site. I was duped by them. My problem with Circus Circus is that the 4 times I spoke with their staff, I was told I was eligible for a refund. Had I been told on the day that I requested cancellation that I would not get a refund or that I needed to check with the third party, I would have made arrangements to keep the reservation. Their staff was negligent in not providing accurate information. They and the third party (who I don't even have a name for, just a phone number) got paid for doing nothing. Providing nothing.Initial Complaint
07/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
There was cockroaches in my hotel room housekeeping told me I wouldn't be charged the manager grace Gutierrez will not refund me . I will not pay for a bug infested room. The shower handle also fell off the room they moved me to. Bugs are unsanitary and Nor will working advantage the third party I booked thruInitial Complaint
07/18/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I'm complaining about how misleading it is when try to get a room. So I get online and it says a room is $59 and need to pay a $65 deposit up front. So I use my card and make the deposit. Then I get to the casino check in and all of a sudden e the total cost is more then double and that I don't get the $65 deposit back and have to put another $100 deposit down and the total to get rom has more the doubled then the price on confirmation I was sent. How is that legal? Isn't that a form of bait and switch
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Customer Complaints Summary
19 total complaints in the last 3 years.
9 complaints closed in the last 12 months.