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:07/24/2025

  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.

  The hotel is charging for smoking on the room when I wasnt even in the premises, I have proof, I filed a complaint and didnt even told me how much time will take to look into my case. The people there doesnt care that they are doing something so unfair to customers, when I dont even smoke and I guess ghost doesnt smoke either because there was no one in the room when the alarm goes off, what are cameras used for then. You can see in my Apple Watch, I started a walk at 7:38 outside the hotel, and the alarm got triggered at 20:02, when I wasnt even around the room.Never coming back.

  Customer Answer

  Date: 07/24/2025

  As you can see in the pictures, my husband and I were outside the *** when the smoke detector alarm went off. The report clearly states that it happened at 20:02, at which time we were not in the room. I hope this helps clarify the misunderstanding and leads to the return of my deposit. My bank will not refund the amount because I signed an agreement with the hotel, so I am hopeful that I can get my money back. It is not fair to be charged for something we did not do. we were at room 1137 from sat july 19 till monday july 21. 

  Business Response

  Date: 07/24/2025

  Hello,

   

  The guest can dispute the charge with her bank or ******************** A copy of the report is included.

  Thank you

   

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23646397
  
  I am rejecting this response because:
  Thank you for your response regarding the charge dispute. However, I respectfully disagree with the resolution.
  
  
  My credit card and bank are not at fault for the unjustified charges made by the hotel. As I made the transaction directly with the hotel, my bank is unable to reverse the charge. The issue lies with the hotels decision to charge me for something that was not my responsibility.
  
  
  I kindly ask you to reconsider the situation, as the error clearly originated from the establishment and not from my side.
  
  
  I appreciate your attention to this matter and hope for a fair resolution.
  
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 07/25/2025

  Hello,

  Our apologies but we do not reverse smoking charges.

  Thank you

   

   

• Initial Complaint

  Date:07/16/2025

  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.

  This hotel was disgusting. 1st of all, the system was down when we went to check in, so we had to wait to get checked in. When we got to the room, there was dried up lettuce on the table, the tub was dirty, and so was the bathroom countertop. Tried to call the reservation desk, and the phone didn't work. Then tried to call from my cell and that didn't go through either. We had somewhere to be, so we left and came back. When we walked into our room, there was an extreme smell of marijuana. I tried to call the front desk, but the phone didn't work, so I walked downstairs. Talked to a manager. They did credit 2 resort fees. Went back up to the room and got ready for bed. Upon coming out of the bathroom, I turned the light off and noticed a light in the closet mirror, so I turned around and noticed a light coming from a vent above the toilet. Upon recording a video on my phone, I realized that you could see into the next room, so I shoved a washcloth in the vent so no 1 could see into our bathroom. This morning, my daughter and I went swimming. When she showered, she got out, and there was a huge cockroach running around the floor. I called the front desk, no one answered so I went down. They told me there was no manager on duty, and there was nothing they could do except give me my money for the rest of the visit since we went to another hotel. I called manager later and they said they wouldn't credit anything else. Asked for some money back but they refused anything. There is a report on file with security about the whole situation.

  Business Response

  Date: 07/16/2025

  Hello,

  We apologize for the issues the guest encountered during their stay with us.

  We removed 3 nights resort fee prior to check out and have removed the remaining 2 nights of resort fee in the amount of $101.92.

  The guest can contact the 3rd party they booked their room with to get a refund for the unused nights due to checking out early.

  Thank you

   

   

   

  Business Response

  Date: 07/16/2025

  Hello,
  
  We apologize for the issues the guest encountered during their stay with us.
  
  We removed 3 nights resort fee prior to check out and have removed the remaining 2 nights of resort fee in the amount of $101.92.
  
  The guest can contact the 3rd party they booked their room with to get a refund for the unused nights due to checking out early.
  
  Thank you
  
   

  Customer Answer

  Date: 07/16/2025

   
  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:07/09/2025

  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.

  I stayed at the *** Hotel and Casino from July 3 - July 6. My room was completely unacceptable and did not meet minimum standards of hospitality. I uncovered multiple unhygienic stains on the carpet, broken lamps and nightstands, a dark stains in the bathroom, and most concerning of all, a large visible red stain on the mattress. These issues clearly indicated the room had not been properly cleaned or inspected before being assigned.

  Business Response

  Date: 07/16/2025

  Hello,

  We apologize for the issues the guest experienced during their recent stay with us. One night resort fee was credited prior to check out and we have removed the 2nd night resort fee in the amount of $50.96.  Both resort fee credits total $101.92.

  Please allow 3-5 business days for the credit of $50.96 back to the guest's credit card.

  Thank you

   

   

   

  Customer Answer

  Date: 07/16/2025

   
  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:06/02/2025

  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.

  I am filing a complaint against *** Hotel in Las Vegas, Nevada for fraudulent charges on my ****** credit card.On May 25, 2025, I checked out of the *** Hotel. After my stay, I was shocked to find multiple unauthorized charges on my account, including:$398.17 $125.00 $50.00 $35.00 These charges total over $600, and the hotel falsely claims I smoked in the room at 5:03 PM. This is completely falseI do not smoke, and I was getting ready to leave for the airport at that exact time.Additionally, the room temperature at the time of the alleged incident was noted to be around 80 degrees, which suggests I had the shower running, not that I was smoking. I was barely even at the hotel during my stay and spent most of my time resting from 11am - about 5pm until I had to shower and get ready for the airport.The hotel never notified me of any problem during my stay, never provided proof of any smoking, and never gave me an opportunity to dispute this claim. Instead, they simply charged my card without my authorization after I had already left the property.I have tried to contact the hotel to resolve this, but they have been uncooperative and refused to issue a refund. This situation has caused me financial hardship and emotional distress, and I believe it is part of a larger fraudulent scheme *** uses to scam guests out of money with false accusations.I am requesting that all fraudulent charges from May 25, 2025 be reversed immediately and that the BBB investigate *** Hotels deceptive and fraudulent business practices.Thank you for your time and assistance in resolving this matter.

  Business Response

  Date: 06/04/2025

  Hello,

  We did not locate the reservation under the name listed on the complaint.

  Once we have that information, we can provide a copy of the report generated when an instance of smoking, vaping, or electronic cigarette is detected in a non-smoking room.  Heat or steam from the shower will not trigger an alert to the Hotel.

  We do not remove the smoking fees, but the guest can dispute the charge with their financial institution.

  Thank you

   

   

   

• Initial Complaint

  Date:05/28/2025

  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.

  My complaint and experience needs to be addressed by their upper management team or owner/operator/hospitality company. This complaint is based on an experience during a stay this last week.

  Business Response

  Date: 05/31/2025

  Please have the guest email ***** Kaarer at  ************************************** and he can assist he guest.

  Thank you

   

  Business Response

  Date: 06/14/2025

  Hello,

  Please have the guest email ************************************* or ************************************** so we can assist this guest.

   

  Thank you

   

• Initial Complaint

  Date:05/13/2025

  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.

  0 back to my card for the resort fees even though I paid cash only to find out when I called back after my stay because the funds weren't refunded is when I found out that was not true...so he lied. I was told check would be cut, which I've yet to receive. The lamps didn't have light bulbs, the wall had a missing mirror, the ironing board was completely broken, the curtains did not have the stick to slide them open, and lamp near the table was propped up against the chair because it was completely broken. The hotel had 1 working elevator for all of those guests!!!! I was told my one of the members that the elevator had been out for over a year. Said it's been broke since March 2024 or little bit before then. NONE OF THE ICE MACHINES WORKED ON THE FLOORS!!!! I had to go all the way to bar downstairs just to get ice!!!!!! The room had a moldy smell along with mildew on the ceiling over the tub. The bathroom sink was a little clogged/slow draining as well. The fish sold in Hooters looked identical to burritos and didn't taste like fish. The lock on the door wouldnt completely lock. I had to get them to move us to another room. There's a lot more that I can add!! Basically, they owe me a refund of $50 and now no one is answering ANY phone calls. I have videos as well.

  Business Response

  Date: 05/14/2025

  Hello,

   

  We will reach out to this guest in reference to her refund for the 1 night resort fee.

   

  Thank you

   

   

  Business Response

  Date: 05/14/2025

  Hello,

  I have emailed the guest and verified with our accounting department that her refund check in the amount of $50.96 is being processed tomorrow and will go out in the mail tomorrow afternoon, or early Friday.

  Thank you

   

• Initial Complaint

  Date:05/07/2025

  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.

  I stayed at the oyo April 10th to the 16th 2025. On the last night of my stay I received a notice that I had been smoking in my room for an entire 2 hour period from 1am to 3am in the morning. I went down to the front desk and asked them to send someone up to check the room as I am not a smoker and have never smoked. The smoke alarm did not go off but they stated they have a "high tech" monitoring system which is never wrong. The employee came up ******************************************************************************************** the room, and had a walkie talkie which he contacted the office with stating these was no smoking in the room and that he was certain we had not smoked in the room. If we had smoked for the 2 hour period that they claimed how would there be no smell or signs of smoking. We have since tried to contact the hotel to speak to a manager, left messages and to date have not received a call back or any contact regarding our issue. They they as retaliation added a damage charge to the room, which the employee would have seen when he came in to check the room. This is an on going issue with this hotel and I have found hundreds of posts regarding the same issue. They claim that they have no control over the fee charged as a "monitoring company" supplies the information and there is nothing they can do about it.I have never delt with such an unprofessional organization in the hospitality industry and am appalled by their blatant disregard for the facts and that the secret technology they are basing this on says we were smoking in our sleep as we were not even awake during the time period they claim we were smoking constantly.

  Business Response

  Date: 05/07/2025

  Hello,

  We have attached a copy of the smoking report generated by our system that tracks all non-smoking guest rooms.

  We do not remove these charges; the guest can dispute it with their card company.

  Thank you

   

   

   

• Initial Complaint

  Date:05/05/2025

  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 stayed in Vegas for my 40th birthday for 10 days in February. 4 nights at the cosmo and 3 nights at the *****. I came back two weeks later and stayed at *******. WORST HOTEL EVER! Not only did I get charged over and over for a smoking fee, but they say I only smoked for a whole half hour and never smoked the rest of my stay BS! I have naked photos of me in the bathroom because I was taking a shower at the time they say this offense occurred. *** looked online and seen (after the fact) many many complaints from customers about the smoking fee (non smoking customers). The entire time I stayed there March 6-9, 2025 - even if I was a smoker, only smoked for one full half an hour? I DONT THINK SO! I have my receipts from both hotels I stayed at prior and NONE of them charged me a smoking fee - because I dont smoke! I also fell in their elevator, the service elevator the only one working and this time the elevator didnt meet the ground floor so I was walking into and tripped on the lip of the elevator and I have a witness and it on video since there isnt a camera in that service elevator area. I spoke with a manger onsite when this smoking charge happened, ******, she said my ********** would refund me but Im still going through the process of getting my money back. As far as the fall, the security was very rude to me, *******, after I fell acting like it was a big waste of his time. I also have evidence of me falling. I am a stage 4 cancer survivor who has multiple health issues and this entire thing is causing me so much actual physical pain from my illnesses. And I wish I never stayed there or just went back to cosmo or any other hotel. I was even looking at the **** next door, better off staying there if you need a cheaper room. The entire stay I just wanted to leave but didnt have funds to switch hotels. IM WARNING EVERYONE - DO NOT EVER STAY HERE! From elevators, unclean rooms, the smells, the false smoking fee, to the staff. BIG NOPE????

  Business Response

  Date: 05/27/2025

  Hello,

  We do apologize but we do not remove smoking charges due to the technology in place that monitors all our guest rooms.  The sensors are not activated from steam from the shower.  The sensors are activated from tobacco, vaping and electronic cigarettes.  The guest can dispute the charge with their bank or credit card provider.

  Thank you

   

   

• Initial Complaint

  Date:04/07/2025

  Type:Billing 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.

  We checked in this hotel on Feb 28, 2025 and checked out on Mar 1, 2025. We're asked to pay $55 resort fee and deposit. The morning when we're checking out, the hotel charged us $617.86 in total for falsely accused us of smoking in the room as the smoke detector detected a smoking event while we've been non-smokers our whole life. Plus, we didn't hear any detector went off. The only thing we did in the room was taking a shower and sleeping. We confronted with the frontdesk and they simply asked us to dispute with the credit card or contact the manager but the manager never showed up nor returned the calls. We further looked at the ****** reviews and BBB complaints, finding many people experienced the same issue. This hotel is an absolute scam.

• Initial Complaint

  Date:03/26/2025

  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.

  I got a hotel room at this business and paid a 300 dollar deposit for the room. They have not released my deposit, but have told me repeatedly that they have. My cardholder claims they have not. They now, will not even answer the phone for me. Seeking my deposit back. Note - there was nothing required of my deposit (room damage, etc. ) and they have confirmed this

  Business Response

  Date: 03/26/2025

  Hello,

   

  Our system shows the hold was released on 3-21,25.

  Have your bank email us at res1@oyolasvegas,com.

  Thank you

   

  Customer Answer

  Date: 03/27/2025

  To the agent:

        Above, please find the 2 screenshots of my cardholders response to my inquiry as to why the deposit has not been returned to my card. It is apparent that OYO Casino is not being truthful about releasing the funds. I would like to express my gratitude for your assistance, thus far, in this matter-

  Warmest Regards,

  ****** ******************

  Customer Answer

  Date: 04/10/2025

  Personnel:

  This matter has NOT been resolved! I apologize as i was not aware, but i will maintain contact and watch for your correspondence. Once again, this matter has NOT been resolved

  Business Response

  Date: 04/11/2025

  Hello,

   

  Guest responded to the Hotel that their deposit was pending with their bank and not he Hotel.

  The matter was resolved directly with the Hotel.

  Again, the Hotel has released their deposit.