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:02/26/2025

  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.

  Today three of us booked a two bedroom in **** for three nights over $1400 and got a confirmation email for booking and confirmed the recheck with our bank for possible fraud and began our family trip for 6.5hours just to arrive and find out our room got canceled without us being notified of deposit fee not being processed. The booking manager ******* said they do not send email regarding rooms being canceled and they have no room for today and was not willing to help us any further and not caring at all about our situation so we now have no place to stay here now. Bad customer service

  Business Response

  Date: 03/06/2025

  Dear Valued Guest,

  Thank you for reaching out to us, and we are very sorry to hear about the difficulties you've experienced with your reservation. 

  In order to assist you further and investigate, could you please provide us with your email address so that we can review the details and work towards a resolution?

  We appreciate your patience and look forward to resolving this matter as quickly as possible.

   

  Sincerely,  

  Guest Experience 

• Initial Complaint

  Date:10/09/2024

  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 paid almost 900 Dallar for the hotel room and there was no ice machine near my room there was no refrigerator in my room no microwave I paid a lot of money so should had these imy room for the price I paid also I'm Vietnam vet but didn't get my discount I don't plan on staining again at your hotel if this is always going to happen thanks ***** *******

  Business Response

  Date: 10/24/2024

  Dear Valued Guest, 

  Our team contacted you directly via email on 10/11/2024.

   

  Sincerely, 

  Guest Experience

• Initial Complaint

  Date:09/09/2024

  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.

  5/12. Called ***************** Hotel. The **** said in order to book she had to transfer the call. Went to book online with out my knowledge. Reserved 2 rooms for my family. 2 adults in one room. Other room 2 adults one child. Was charged for 3 rooms 5/16 &5/17. Tried to cancel 1st **** said should be refunded with 5-10 business days. Did not show up, therefore been emailing book online company for 2 months no answer. Called last Tuesday, one **** hung up on me. Called back. Next **** states they have been emailing ***************** Hotel but no answer from the staff. Itinerary # with book online is H8441061. Confirmation with hotel is **********. Tried calling ******** Hotel. They say I have to go through book online company. 3 charges for 690.26$ I still need 2 rooms as requested. Check in Nov 22 check out Nov 26. Please help. I'm getting no where. They tell me it's non refundable, but it's an error on their behalf.

  Business Response

  Date: 09/11/2024

  Dear valued customer,

  We apologize for the delayed response. We have reach out to you via email.

  sincerely,

  ********-New York Guest Experience

  Customer Answer

  Date: 09/12/2024

   
  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:06/11/2024

  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 am reaching out regarding a distressing experience at the ******** Hotel in *********. On September 8th, 2023, my spouse and I checked in to celebrate my 40th birthday, paying $362.82 for our stay. The following day, we encountered an issue with what appeared to be bed bug bites on my leg, prompting a request for a room change. Regrettably, the situation was mishandled by the hotel manager and the security team, leading to a confrontation with the lead security officer. This resulted in my disabled spouse sustaining an injury and both of us being unfairly added to the trespassing list. We were compelled to leave the hotel, incurring additional transportation costs of $78.79 for a cab and $25.99 for a Lyft ride. I have attempted to contact the Chief of Security multiple times without success and have received no follow-up after filing a complaint with the front desk. I am seeking a refund for our stay, compensation for the additional expenses, and the removal of our names from the trespassing list. This resolution would demonstrate MGMs dedication to customer satisfaction and fair treatment. I trust you will treat this matter with the gravity it deserves and provide a resolution that acknowledges our distress and inconvenience. I have also attached some images, and receipts from that night, along with the letters I sent previously to both the Chief of Security and ***** Services.

  Business Response

  Date: 06/11/2024

  Good Afternoon, 

  This guest has been in contact with the property multiple times since their departure. Per Security leadership, the trespass will remain in place due to the unruly behavior the guest exhibited in the hallway yelling at other patrons and employees while they were attempting to assist. The trespass will remain in effect and refunds are not processed for trespassed reservations. I will share the guest's comments with Security for them to contact the guest. However, I do not see the guest ever being satisfied and continually rejecting any response. 

   

  Kind Regards, 

  NYNY Guest Experience 

  Business Response

  Date: 06/12/2024

  Good Afternoon, 

  This guest has been in contact with the property multiple times since their departure. Per Security leadership, the trespass will remain in place due to the unruly behavior the guest exhibited in the hallway yelling at other patrons and employees while they were attempting to assist. The trespass will remain in effect and refunds are not processed for trespassed reservations. I will share the guest's comments with Security for them to contact the guest. However, I do not see the guest ever being satisfied and continually rejecting any response. 

   

  Kind Regards, 

  NYNY Guest Experience 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21834029
  
  I am rejecting this response because: The reason this all escalated was due to the false accusation from the hotel manager about me refusing assistance from her staff and yelling at them inside my hotel room. She lied to the security guard about having her team bring up bags to try to help me pack my things. I have proof that they never offered to help nor did they have bags in their hands to pack my things, but instead her two staff interrogated me prior to her bringing the security guards up to our room. We did not get upset until they refused to give us our refund and had already told us we had to leave the premises for no fault of our own. All we did was ask for an assistant to move our bags due to possible bed bugs, and no one was willing to help me or my disabled spouse. It is unfair and unjustified to treat your guest this way. I think it is only acceptable to honor my request to make things right. Also, I have attempted to contact the property multiple times to try to resolve this. However, this is the first time, besides the front desk asking if there is anything they can do to help me and never following up, that I actually got a response. 
  
  Sincerely,
  
  Feuykuang *******

• Initial Complaint

  Date:05/02/2024

  Type:Billing 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 3/24/24-3/25/24 my two children and I stayed at the **************************** and casino in ****************. I booked the room and was charged a holding fee of ***** with an emailed breakdown of the remainig fees of ***** wich included self parking as well as resort fees,that would be due at check in. After leaving the resort my card was charged over $200 in front desk fees as well as a self parking fee. So almost $300 for a room that was advertised for less than $140. I never received an invoice from the establishment breaking down these charges or the reasons why they were taken from my account to begin with. The whole experience with this establishment was completely horrendous, from the moment t we arrived we were treated as if we were not welcome, we were completely disregarded when seeking help from staff and security, we were followed by multiple security guards for being barefoot on our way to the pool, followed again by 4 security staff back to our room. Management displayed not even a shred of decency or concern when I brought to their attention that the treatment we were receiving as paying guests of their establishment was hideous. Then to charge me almost 3 times the promised rate. They lack all decency for human beings.

  Business Response

  Date: 05/02/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely, 

  Guest Experience

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21655608
  
  I am rejecting this response because: It was not a feeling of being followed, we were followed by multiple security guards and asked if were guests of the establishment. Followed again to the pool, followed again back to our rooms.  Your feeble attempt to correct your utter lack of service is unacceptable. Your mistreatment and failure to assist brought me to tears and my children and I could not leave fast enough. For a place that calls themselves kid friendly it couldnt have fallen shorter. It was the absolute worst experience I have ever had in ***** let alone my whole life at any establishment. It was embarrassing and offensive to be displayed as such a spectacle in such a place. We were treated with more respect at the five best westerns that we stayed at on our 10 day roadtrip. My children and myself will never return to your prison and likely never to ***** again. I assure you that I will continue to share our distasteful experience with as many people as I can, I will also go into to great detail about the reasons that made it a nightmare for myself and my family. Any place I am able to review NY **, I will. People should know what theyre walking into when they enter, especially single mothers with their children. You made me feel uninvited and worthless. Its disgusting what you choose to uphold. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/03/2024

  Dear Valued Guest, 

  We have responded directly to your email. 

   

  Sincerely, 

  Guest Experience

  Customer Answer

  Date: 05/03/2024

   
  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:05/02/2024

  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.

  My husband and I stayed at ***************** from April *****, 2024. Based on our status, we received 2 comp nights and only had to pay for the resort fees. We were assigned room 1739, which is located next door to the staff personnel room. We arrived early that morning so we took nap in the afternoon. We were awaken by loud thumping/banging on the wall, which continued off and on throughout the afternoon. We called the front desk to complain and asked if we could move rooms. We were told by the onsite manager that our 'type of room' (I'm guessing comp'd) was sold out and there wasn't anything they could do. Very disappointing! The next morning (around 5 am) I could hear housekeeping carts being rolled and people talking. We've stayed at ***************** several times and love it there. It's really disappointing that the manager didn't take the appropriate action to resolve the situation at the time by either providing a different room (even if it was a slight upgrade) or offering some type of resort credit for the inconvenience we experienced.

  Business Response

  Date: 05/02/2024

  Dear Valued Guest, 

  We have contacted you directly via email. 

   

  Sincerely,

  Guest Experience 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21654568
  
  I am rejecting this response because: ***** LIED about when the front desk contacted us to change rooms. They called us during dinner the night before we were to leave. Why would we change rooms when we were leaving in less than 12 hours. They should have accommodated us when we arrived. The fact remains that New York does not care about their customers experience. Any REPUTABLE hotel would have done whatever they could to resolve the issue. ***************** Casino is NOT that company!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/03/2024

  Dear Valued Guest, 

  We have responded directly to your email. 

   

  Sincerely, 

  Guest Experience 

  Customer Answer

  Date: 05/04/2024

   
  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:04/28/2024

  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.

  Good evening,I am a ********* local who visited ********, *************** and Casino, today, Friday, April 26th, 2024. I was leaving the parking garage at approximately 10pm. I went to scan my license thinking I was under three hours. I was not. I couldnt find my MGM players card immediately in the moment and I told the live agent standing outside my car that I couldnt find it. He told me and I quote if you dont pay; youll be banned from the hotel!As Im still looking for it, he presses the button and a woman comes on the intercom and he says this guy doesnt want to pay and in that moment I found my players card to use for the parking. I told him and he said no its all good, we will get your license plate number then the gate agent said she will give me a one time courtesy this time. I told her I have my card. The gate attendant laughed and said what a prickI am absolutely appalled about what had happened. I had my card and he still harassed me to pay and even looked inside my car saying I had a credit card. I dont know what type of power trip he was on but he was harassing me and Im still shaken as I had my kids in the car with me too.I would appreciate someone reaching out to me asap regarding this case of harassment. I hope you can identify this employee as he was the only one working the gate at this time.I look forward to hearing from someone soon.Thank you,

  Business Response

  Date: 04/29/2024

  Good afternoon, 

  We reached out to the guest on Saturday and offered the guest a food and beverage credit as an apology for the incident and the guest accepted. I have attached the email correspondence for your records. 

  Business Response

  Date: 04/29/2024

  Good afternoon, 

  We reached out to the guest on Saturday and offered the guest a food and beverage credit as an apology for the incident and the guest accepted. I have attached the email correspondence for your records. 

  Customer Answer

  Date: 04/29/2024

   
  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:10/10/2023

  Type:Billing 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.

  CONFIRMATION NUMBER M0889E041 Arrival Date: 2023-10-05 Departure Date: 2023-10-06 SOHO ********************** Room Night!One Complimentary Room Night!Amount Paid$0.00 Estimated Balance Due Upon Check-In*$41.95 Full Payment Details Room Rate and Estimated Tax*$0.00 Resort Fee ($37.00 per night and estimated tax)$41.95 Reservation Total $41.95 I have paid the resort fee online but while checking in. The front desk named ****** charged me $59.95 more and he said it contains our parking fee. While we checked out and tried to getting out of the parking lot we had to pay again which cost us $18.

  Business Response

  Date: 10/10/2023

  Greetings, 

  I have removed the $18 parking fee for the guest since he mentioned he also paid in the parking garage. The only remaining charge was for the resort fee since the room was complimentary. 

  Kind regards, 

  NYNY Guest Experience 

• Initial Complaint

  Date:08/02/2023

  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.

  Stay at ***************** Hotel between ***** July 2023. Confirmation# *********** Trip cost for family - Flight and hotel CA $2877 Poor House ********* ************ did not come as requested, dirty towels were needed to be reused.Poor Hygiene, dirty carpets during the course of stay, garbage was left on floor without cater during the stay.Will not recommend to anyone with this condition of stay.

  Business Response

  Date: 08/03/2023

  
  
  Dear valued guest,  
  
  We have contacted you directly via Email. We look forward to your response. 
  
  
  Sincerely,
  
  Guest Experience

  Customer Answer

  Date: 08/04/2023

  I am satisfied with the response from NYNY

  Thank you for your support 

  Customer Answer

  Date: 08/04/2023

   
  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.
  

  I am satisfied with the response from NYNY

  Thank you for your support 

  
  Sincerely,
  
  Park *******************************

• Initial Complaint

  Date:08/01/2023

  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.

  ******** New York hotel was very dirty and the staff refused to clean our rooms when requested despite our repeated calls to the front desk. When checking in, we had noticed **tips and tooth picks on the carpet in the room. The room was clearly not cleaned up to standard. We requested that our room be cleaned the next morning as it was late when we checked in. No one came to clean our room. By 5pm, we called guest services again, requesting the room be cleaned as we were heading out to dinner. By the time we returned just after 8pm, still no one had cleaned our room. We called a third time and finally, someone came. We left the room to allow the cleaning to happen. By the time we came back, the **tips and tooth picks were still on the carpet where they were. The carpet had not been vacuumed and garbage bins not emptied. We spent four nights at the ******** ******** hotel and each day, we had to call multiple times to request cleaning and each day, we found the cleaning subpar. It seems that the cleaning solely consisted of making of the bed. This is not acceptable given that we were paying $50+ per night for resort fees on top of the nightly hotel costs.In addition, after our departure, we were charged an additional $15.42 by front desk and upon repeated requests for a receipt to understand this charge, we have not been provided any information.

  Business Response

  Date: 08/01/2023

  Good afternoon Mr. ******************** sincerely apologize for the shortfalls you experienced with us this trip with the cleanliness of your guest room. We fully understand that you have expectations of a clean room product when you arrive, and we are very discouraged to hear we fell below those expectations. 

  We have forwarded your concerns to our housekeeping leadership team for more investigation into how this occurred. As a gesture of goodwill for the experience you had with us, we have removed and refunded you for all 5 nights of resort fee. Please find attached an updated copy of your folio. 

  Please accept our sincerest apologies for your inconvenience, and we are hopeful that we will be able to welcome you back again, in the near future!

  Warm regards, 

  NYNY Guest Experience