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:04/22/2025

  Type:Customer Service 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 Plaza Hotel in ********* from April 19 to April 22, 2025, with my wife to celebrate my birthday. We are two Black women. Around 6 a.m. on April 22, we were sitting quietly at the casino area dressed in nice clothes, I had a dress with a blanket over my shoulders because I was cold, and my wife wore a romper, looking for a place to eat. We were aggressively approached told time to go by a rude security guard, with no greeting, no verification of whether we were guests, and no explanation.When we said we were hotel guests, the officer didnt believe us and demanded to know our room number. Another officer later apologized on his behalf, but told us to let it go. At the security desk, the story kept changing: first we were mistaken for homeless people because I had a blanket, then we were allegedly mistaken for someone else they were looking for. A female officer even implied that having a room key doesnt prove youre a guest. We were clearly profiled and treated unfairly, while no other (white) guests were approached or harassed.We were planning to extend our stay because we loved the location, but now I regret ever booking here. I will never return to the Plaza Hotel and will take my business elsewhere.

  Business Response

  Date: 04/22/2025

  These guests were approached in the main Casino, early this morning, because the blanket they had was over both of their hands, and our Surveillance operator could not see their hands or the machine in play. When asked for identification and whether they were guests of the hotel, they refused to produce anything but a room key and began a string of racist allegations. When the officer called for a Security Sergeant, both guests approached the Security podium, and stated that the dispatcher was, "Mexican and should know better". Asked again to produce an ID to go with their room key for verification by the dispatcher, they continued to make racist allegations against Security and the Hotel in general. This continued to the Front Desk, where both guests were verified and allowed to return to room 509. Approximately four hours ago, both guests checked out of the hotel, bringing their luggage to the outdoor Carousel bar area, where one began to smoke marijuana. Both were warned repeatedly about casino policy against marijuana use, but refused to stop, or would stop briefly and then start again. Officers responding to the marijuana complaint were accused of racism and profiling by the guests, despite not being the officers that had spoken to them that morning. This escalated again to ******************** and both guests were finally trespassed from the property due to repeated refusals to stop the use of marijuana, refusal to leave, and disorderly conduct. 

• Initial Complaint

  Date:04/10/2025

  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 was wrongfully charged a $500 fee for smoking in my hotel room when I did not nor ever have smoked in a hotel room. The organization claims a sensor in my room detected smoking, but they could not provide me any information on what the sensor is actually measuring, the last time it was calibrated, sensitivity/specificity metrics, etc. I tried to peacefully resolve this with the hotel manager, but I was met with rudeness, incredulity, and a general unwillingness to be helpful. Had the hotel simply sent someone up to the room at the time the supposed infraction was detected, they could easily determine that there was no smoking occurring. I feel the hotel is using this technology to rip off its customers. There are numerous reports of other people on the internet experiencing similar fraudulent charges, where the hotel claimed that smoking was occurring in the room but the individual insists it was not. There is furthermore no scientific data available on the accuracy of this technology on the company's website nor what might cause false positive readings (**************************************). To top if off, the hotel did not even bother to alert me they were charging me $500. I found out because my credit card alerted me to the charge. Terrible hotel--I will never stay here again. They have lost my future business with their predatory practices and unwillingness to be reasonable.

  Business Response

  Date: 04/12/2025

  There have been several factors which have already been reviewed in the dispute of the smoking charge. The FreshAir smoking sensors within the rooms get maintained and serviced regularly and this specific room has had zero other alerts received in the 7 days since, or within more than 45 days prior to the one that was received during this guests stay,further supporting that this sensor had not malfunctioned or provided any false alerts. Activity of the FreshAir smoking sensor also shows a significant increase in the detection began at approximately 8:05pm, on the date in question. We conducted a lock interrogation of the guest room door which confirmed that the guest had entered the room using a room key at 7:33pm, and although the door was opened multiple times during this timeframe, no guest keys were used to open the door until later than 11pm, indicating that each time the door was being opened, including as late as 8:30pm, it was being opened from within the room. Upon checking in to the Hotel a registration card was also signed which states the non-smoking policy, including the use of e-cigarette, vaping devices, and marijuana, and that a violation of this policy is subject to $500 fine.

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23179540
  
  I am rejecting this response because:  This business clearly does not value their customers nor believe them when they are truthfully disputing an errant charge.  There are numerous reports on the internet of this technology malfunctioning or providing false positive readings.  I've provided some links below.  If the business wishes to use this technology and enforce such a large penalty for supposed infractions, they should (at the very least) send a human being up to the room to verify that there is, indeed, a smell of tobacco or marijuana smoke.  No technology is perfect, and this needs to be complemented with human verification prior to charging the customer.

  In addition, the business never even bothered to alert me to this charge.  The only reason I knew was because of an alert on my credit card.  This is extremely suspect.  What respectful business adds penalty charges without even bothering to alert the customer they are doing so?  This is clearly a case of gouging the customer for whatever money can be extracted from them.

  This experience has made it quite clear that the Plaza Hotel and Casino does not value their customers.  We are simply cash machines to be exploited to the greatest extent possible.  I honestly would have expected the business to relent on this charge after explaining to them numerous times that I was not smoking in the hotel room.  But they have chosen to place their faith in an unproven, questionable technology without human verification and above the principle of good customer service and return business.

  No further response is needed.  I will never be returning to the Plaza Hotel, and I will discourage others from doing so.  This business does not deserve my patronage.

  Links to articles and reports from others with similar false positive readings:

  ************************************************************************************
  
  
  
  ***************************************************;
  
  
  ***************************************************************************************************************************************************************************************************
  
  
  
  **************************************************************************************
  
  
  
  **************************************************************************************************************
  
  
  
  ************************************************************************************************
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/23/2025

  Attached is the documentation from the third party company ********* who has the technology in the room.

  Please let the Plaza know who to remedy the complaint as the guest no longer want to peruse through BBB.

  
  Thank you

   

  Business Response

  Date: 04/23/2025

  Attached is the documentation from the third party company Fresh Air who has the technology in the room.

  Please let the Plaza know who to remedy the complaint as the guest no longer want to peruse through BBB.

  
  Thank you

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23179540
  
  I am rejecting this response because:

  First, The information packet provided has the conflicting claims: "The sensors will only detect active smoking in the space in which they are installed; they do not detect smoke infiltrating from other hotel rooms, apartments or hallways, nor will they detect the presence of previous smoking activity." 

  However, this packet also states: "In addition to in-field tests, FreshAir tests its devices in a room that measures the size of the typical 500 square foot living area or hotel room equipped with ventilation at the standard hotel air turnover rate. In this test facility, smoking event signals are reliably recorded as far as 20 feet from the source of the smoking; a distance that represents the maximum range expected in the typical room of the size noted."

  The FreshAir sensor in the hotel room in which I stayed is well within 20 feet of the entrance way.  It was located behind the TV about 10 feet or so from the doorway.  How can it be true that the sensor only detects active smoking in the space "in which it is installed" if it also can detect smoking event signals as far as 20 feet away?  These claims are clearly conflicting.  There is furthermore no evidence provided that smoke coming from the hallway or another source outside of the room would not set off the sensor.  In short, there is no convincing evidence provided of spatial specificity of the detection system, particularly using the set up that is currently present in the room in which I stayed.

  Second, I would like to know which specific chemicals are being detected by this polymer film in order to infer on specificity to tobacco and marijuana smoke.  This is key to the claims being made by the company that "FreshAir's device, which plugs into a standard wall outlet, is triggered only by smoke that results from burning tobacco or marijuana in the protected space."  The papers provided show ability of the polymer technology to detect ambient ******** and to distinguish cotinine from ********, but what about the numerous other possible airborne particles that could provide potential false positive readings?  Have these been tested?  If so, please provide the data showing specificity of this device to detecting tobacco/marijuana smoke and not other structurally-similar aerosolized compounds.

  Furthermore, if, for example, this device is detecting ******** particles in the air, how could it distinguish whether these particles are coming from cigarette smoking/vaping vs. aerosolized ******** dissolved in water and sprayed into the ambient air, say from a tobacco-based *******, perfume, or hydrosol?  If the latter could set off the detector, than it is clearly not true that: "The sensors will only detect active smoking in the space in which they are installed; they do not detect smoke infiltrating from other hotel rooms, apartments or hallways, nor will they detect the presence of previous smoking activity."

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

  Business Response

  Date: 04/28/2025

  In regard to the concern that the smoking sensor was alerted due to the potential smoking occurring within another nearby room, each room is equipped with the same sensors which are each programmed specifically to the room which it is installed within. There were no other sensors in any nearby area of this room to indicate that smoking was occurring from any other room on the same floor, nor any other nearby rooms on another floor. Surveillance footage of the hallway also provided no evidence of guests in the hallway near this room smoking. With regard to the concern that the room was located close to an entrance way, the room was in fact several rooms away from the elevator corridor as well as was the third door from the nearest emergency exit, which again provides further support that there was nobody in a common area near this room smoking which would have potentially triggered the sensor within the room. As mentioned previously, the lack of any alerts being detected from this specific sensor prior to or since this guest's stay, supports that any natural chemicals in the air, are not contributing to the sensor being alerted.

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service 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 casino/hotel was utilized for business as deemed so! The casino offered promotionals etc... Base on the gaming rewards program in place. As I began to redeem the offers someone became upset and started sabotaging the offer in place. Complaints......Security began to insult and fabricate my intelligence after utilizing the dining vouchers in my name base on the account obtained from the casino. As of today, they (security) refuses service and order me off the property after many years of patronage and current stay in the hotel. Sorry the security and employee can't deal with the fact that I'm in compliance and within regulatory statues of the program set forth for each member and I choose to utilize/ partake in the system! Full refund is warranted until everyone stop prosecuting me verbally and stop interference with my gaming in progress for that's what the program entails! Playing and checking for daily options is what everyone does. Incentives and rewards are given due to past history of participation.

  Business Response

  Date: 03/12/2025

  This guest was trespassed from our property after trying several times to improperly redeem food vouchers and comps. ******** became abusive with staff at one of our venues, calling line workers several names and refusing to leave the venue. Security was notified by these staff members and gave her several opportunities to simply leave the area, which she refused. This was escalated to a trespass from the property, based on our policy of not allowing abuse to our staff members and her refusal to leave after being requested to multiple times. As recently as 24 hours ago, she again returned to the property, despite her trespass, and referred to a staff member as, that fat lady. Due to these factors, no refund here is appropriate at this time, and the trespass for this individual is valid and stands as issued.

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising 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 called The Plaza Hotel to book a one week stay and without any notification they switched me to a reservation third party. I looked up the hotel online and called the hotel's number...they put me on hold and must have transferred me to the third party, Priceline, without telling me. We checked in on 10/6/24 & at that time we were told we had booked thru Priceline. I told them I had not but they were insistent. I had not called Priceline. The hotel was horrible and dirty and we checked out after 3 nights.We called front desk multiple times re changing rooms & were promised a return call--no call came.The front desk was dismissive. Hotel charged us 3 days of resort fees ($118.65) which we not made aware of but we paid.We are now being told that subject to Priceline rules there is no refund for early checkout. We stayed 3 nights for a total of $539.10 but it is the remainder of the week in the amount of $718.79 to which I object.The total charged to our card THE MONTH BEFORE OUR STAY was $********** one at hotel will talk to us just keep repeating that we booked thru Priceline and are subject to their rules.Their practice of not notifying customers of the third party switch constitutes fraud and misrepresentation.Since they never made me aware of the involvement of Priceline I believe their rules re early check out should not apply.

  Business Response

  Date: 10/31/2024

  Dear Ms. ********************* you for sharing your feedback regarding your recent experience with the Plaza Hotel. We understand your concerns and regret any inconvenience you encountered during your stay.
  
  Upon review, we confirmed that your reservation was booked directly through a third-party website,specifically Priceline/Agoda. The Plaza Hotel did not process the initial payment, as it was handled directly by Priceline/Agoda at the time of booking.During your stay, our records indicate that we collected funds only for the three nights you remained with us. Any additional fees directly charged by the hotel, such as remaining resort fees for unused nights, were refunded to you upon checkout.
  
  Since the initial booking and payment for your full stay were handled by Priceline/Agoda, any further refund requests, including for nights not stayed, would need to be directed to their support team. As the primary booking entity, they retain the remaining balance and are best equipped to assist you with refund requests based on their policies.  We've already processed charges to Priceline that do not include your unused nights, and we will not be pursuing payment for those nights in the future. 
  
  We apologize for any miscommunication surrounding your reservation process and for the issues you encountered during your stay. Your experience does not reflect the standard of service we aim to provide, and we are actively working to address these concerns internally. Please feel free to contact our team should you need further assistance with your current resolution process.
  
  Thank you for giving us the opportunity to address your concerns, and we hope to restore your confidence in our hotel.
  
  

• Initial Complaint

  Date:05/13/2024

  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 book my room on Priceline.com May 4th 2024 and paid the room price in full. After checking in my room, I lit 2 bath and body candles. Unfortunately, I do not like the smell of Hotel rooms. I also have problems with sleeping. So I travel with candles. Waking up, I poured the wax, after it cooled down, in the trash can. I was traveling on my motorcycle and couldn't pack the candles without doing so. 2 days later I see 3 charges totaling $389. Contacted the Hotel and was told the smoke detector detected smoke. I explained to the Rep and he stated, that would do it and there is a sign posted no smoking in the room. I stated I don't smoke, it was smoke when I blew out the 2, 3wick candles. He told me I need to speak ****************** the operation manager. I still have not heard from *******. I did receive a call from a Rep stating they were not giving me my money back. I also got hung up on by a Rep because i asked him to read back my number. He was yelling and was very rude. Now, I am unable to pick my daughter up from college because they took my money. I will never stay there again.

  Business Response

  Date: 05/28/2024

  Attached is the documentation from our FreshAir Sensors which are placed in each guestroom including the one ****************** had stayed in. 

  Our sensors do not detect the burning of candles or flames, as they detect specific molecules from Marijuana and Tobacco. 

  At this time, we apologize for and inconvenience that *** have occurred with the guest, however the charges will stand. 

  Thank you

  ***********************- Plaza Hotel and Casino

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21694808
  
  I am rejecting this response because:

  Providing information on the technology isn't proof.  As stated I lit 2 candles.  I wasn't in room 216. I was on the 4th floor.  The simple fact, I was not allowed to speak to ****************** Operation manager regarding this situation,  shows me this is a bogus claim. This is a hotel dying out and looking to make money.  I will never stay at this hotel again and do all I can on social media to protest again this hotel.  Being apart of the motorcycle world, they will not get my following business.  

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

• Initial Complaint

  Date:04/02/2024

  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.

  The plaza hotel we stayed there from March 6-10 2024 our toilet did not work the whole entire time we were occupants of the hotel we informed both the front desk and maintenance to fix the issue no note was even wrote down. Our room became rank with the smell of ***** matter than could not leave the toilet, nobody at the organization cared about our concerns we went to check out the proper way to do things and explained out in full our concerns about our stay and we got nowhere whatsoever instead we got a snotty attitude from the front desk heres your receipt as she snotty slammed the resort fee paperwork on the table we explained we should not have to pay the bogus resort fee on top of our disgusting nasty room were told they would figure something out 2 weeks later charges disputed and all the management could say was sorry for the inconvenience we didnt know, resort we even tried fixing the toilet ourselves because we could not get help from maintenance and we informed them to check out the toilet and pointed out the specific concern they informed us they investigated the issue and couldnt find it to be a problem we said well maybe you should check out the tank on the back side of the toilet the chain and parts inside were broken they proceeded to say they could not find no such issue we took photos even to explain our concerns. The maintenance crew was right across the hall from us working with the pool that was not operational during our stay we spoke to many maintenance workers not a single note or care given about our concern asked if they offered bell service to hold bags until flight time no bag guy was available so front desk was snotty once again because they had to handle our luggage the resort fee is supposedly for amenities but what amenities did we get? Their computers were down to document anything we were told..According to ************ law Resort Fees are illegal Resort fees are in violation of ******** Deceptive Trade Practices Law Rooms (2)

  Business Response

  Date: 04/03/2024

  Thank you for reaching out to us regarding your stay.  The Plaza is transparent about our resort fees, and have been and will continue to be compliant with State Law regarding resort fees.  Based on the nature of your complaint and our findings, we have processed a refund for $169.50 to the credit card you provided on arrival. 

• Initial Complaint

  Date:10/25/2023

  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.

  We stayed at the Plaza Hotel Ooctober 15, 2023 - October 17, 2023. I received email confirmation and total payment details via email on August 5, 2023 stating the following: Room subtotal with tax- $161.37, daily resort fee with tax- $67.80, deposit I paid same day of $107.58. Total upon check-out should have been $121.59. Instead, they added on room "upgrade" fees totaling $90.40. They refused to change these fees upon check out, even after I showed them the confirmation email with room total. We stayed in the Luxe King room as stated on email confirmation and did NOT upgrade from that room.

  Business Response

  Date: 11/01/2023

  Thank you, we've been in direct communication with *****************  **************** has filed a chargeback on her credit card for the upgrade fees of $90.40, which we will not dispute once received from the ******************** financial institution.  Our accounting team is aware and expecting the dispute, which has not yet been received on our end from the financial institution.  

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20781537
  
  I am rejecting this response because:

  My credit card company has declined the dispute.  The refund of $95.20 will need to come back to me directly.  

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

  Business Response

  Date: 11/17/2023

  Thank you for reaching out, now that we have confirmed that your bank has declined your dispute, we can proceed with a direct refund for the $90.40.  A refund for this amount has been processed.  Please advise if you need anything further, our apologies for the inconvenience this has caused you. 

• Initial Complaint

  Date:09/26/2023

  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.

  I purchased a bet for ************************* to score two or more touchdowns. I asked if they were passing or ******* touchdowns. The lady assured me that they were any touchdowns and she was the supervisor. My boyfriend took the same bet as well. I bet $50.00 based on the information I was provided. We celebrated as ************************* scored his second touchdown. We went to the counter to cash in our tickets and the gentleman said that it was not a winner. He also agreed that it should be as he was watching the game and the ticket specifies two or more touchdown scores. He called a manager three times with no response and I contacted customer service where a rude man told me that I would need to call back or come back when a manager was available. We live in ********** and were leaving Vegas at 7:00AM the next day. The employee, *** who tried so hard to get a supervisor for us, gave me a bet code to file the complaint with. He said it will need to go through corporate but we will get our winnings as the supervisor is the once who told us the bet and placed the bets. I want my money paid to me asap. This was a terrible experience and we had to stat there for two hours after the game to try and wait for a supervisor. Which never happened.

  Business Response

  Date: 09/26/2023

  All sports bets and ****** are directly through our third-party vendor ***********************/******** Sportsbooks. The Plaza Hotel does not handle challenges regarding tickets and ******. Please direct your concerns to ****************.

  Thank you.

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

  Plaza Hotel and Casino

  VP of Operations

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20651851
  
  I am rejecting this response because: they made zero attempt to assist in their Employees Error. The employee is located at the Plaza hotel, through ***********************. I want my money refunded. No one from your casino would answer the phone when they called for managers! Awful customer experience.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/24/2023

  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.

  This merchant took my money upfront for a 3-day stay on July 13, 2023, but kick me out within 12-hours for complaining about the bad experience I was having on July 14, 2023. Instead of being accommodating, the merchant used a 3rd party and kicked me out. They kept my money. The merchant isn't even acknowledged their wrong doing, especially after receiving messages asking how I enjoyed my stay. I was humiliated and charged me for a stay that wasn't complete!

  Business Response

  Date: 07/27/2023

  On July 14th the hotel attempted to resolve the guest concerns directly, however the guest insisted in speaking with in unrelated department to resolve her issues.  It was explained that the manager in which she was speaking with could assist her, or another member of hotel management.  She insisted in speaking with human resources, which at the time, was not available and closed.  The consumer mentioned that she was going to go to their office and bang on their doors until they assisted her.  The consumer eventually disconnected the call, and continued to call our team members repeatedly and hang up.  We received approximately eighteen of these calls.  During the course of the consumers stay, they had several encounters with team members in person, mistreating them, and lastly harassing them on the telephones.  It was finally decided to proceed with an eviction.  In accordance with the registration card, the guest signed upon arrival, if a guest is evicted, the funds for the remainder of their stay and deposit are retained.  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20357877
  
  I am rejecting this ******** because: They are not being truthful.  The threats to evict me came from their staff members immediately after I registered and put my credit card on file, so that VOIDS any claim the have to retain my funds.  I became very ill when I entered the room they gave me. It was disgusting and dirty.  The rooms windows pounded with loud sounds from the location I was placed.

  Instead of accommodating me with a room change, the front desk acting manager, **** threatened to kick me out if I kept asking to be moved.  The calls I made throughout my stay do not constitute harassment.  I was beginning for help!  The Plaza Hotel staff and management decided to ignore me.  

  In fact, a security manager on duty the evening of the 13th of July and the 14th of July attempted to help me by moving me into a handicap room, which was not functionable, i.e. showehead that was at my chest level, and no furniture other than and old dirty chair.  He advised me to go to the Plaza Hotel's website to put in a formal complaint - the form was called "Make it Right".  I did fill it out later in the morning of the 14th.  

  I was so sick from throwing up, and I  was running a fever, that I tried to get some rest.  When I was able, after 10am on July 14th, I left a message for the front desk staff for the manager on in the morning, *******, but she refused my call and never returned my call. I reached out to the hotel main number and I was passed around I reached a very rude condescending manager by the name of ***************  It was clear she was not going to help me.  From what I read, the business reps ******** clearly is bias and very off-base from the truth. This organization was cruel and threatening.  They take your money and blame the customer.  The reviews I have seen have many others the Plaza has ripped off!

  They created a narrative that suits their unethical behaviors and justifies their actions of taking my money.  I am an MBA educated and professional woman,  and I was visiting ********* with my parents.  I do not drink or do hard drugs. In my 10-years visiting ********* I have never been so mistreated and threaten so many times throughouta 13-hour period, nor I have ever been evicted.  So the Plaza Hotel's explanation is NOT VAlID or TRUTHFUL. It is one-sided and UNEXCUSEABLE!! 

   I was an unhappy guest who was forced for several hours to endure suffering in a dirty and unbearable loud room. I was ignored and threatened during these hours that I would be evicted.  So refusing to provide a quiet and clean room that I paid for in advance; and within 15 minutes of checking in, this business had preordained that they were going to take advantage of me by using a undisclosed claim that they have the right to take my money is morally wrong!  This business should not be trusted!!  Blaming me, the customer and making me out to be the problem and is shameless. 

  Also, they sent 5 security guards to throw me out, which caused an asthma attack. This business words are shallow and without any merit.  I had horrible nightmare experience!

  They owe me and "MAKE IT RIGHT"!

   Sincerely,

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

  Business Response

  Date: 07/28/2023

  Thank you for reaching out, I've attached a phone log to show the consumers back to back calls from July 14th.  This record indicates the guest called 4 times then hung up once transferred, as there are 4 calls within a two minute time period.  A refund is denied, the guest signed terms and conditions on the registration card upon arrival.  The registration card states that reimbursements will not be made for guests that are evicted or trespassed from property, guest was evicted for rude, discourteous behavior towards several hotel staff members.  

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20357877
  
  I am rejecting this response because:

  The Plaza Hotel took advantage of me!!  It is shameful that this business is putting the blame on the customer to justify a bad and humiliating experience, and for taking someone's money!  Instead of being accountable for the threatening actions, from the Plaza Hotel staff, the moment I checked into their place of business, these individuals decided to set me up by forcing me to stay in a dirty and loud room, while I was expressing I was getting ill; then moving to a handicap room that was not usable for someone who doesn't have wheelchair disability.  These staff reps and managers caused my repetitive complaints during the most miserable and asthma attack hours of my life!

  Arby - Front desk manager: 15 minutes into my signing in on July 13th, she threatened to evict me because I was complaining about my disgusting room and I spent several hours begging for a room change.  **** refused me over and over again, with threats of evicting me throughout my time at the Plaza.  She was rude and showed NO compassion for a customer who was suffering. JUST THREATS OF EVICTION!!

  *******- Manager (July 14th - reached out left a message and she never called me)

  ***************** (This gentleman moved me into a handicap room at 1AM after I pleaded about the threatening words and how I was sick. I also told him about the front desk manager's, ****, refusal to change my room and her threat to have me evicted.  *** said he worked it out to help move me into this room that wasn't functionable for someone without a physical handicap; which later he retracted this conversation.  This was unfortunate because he told me to complain on the Plaza Hotel's website and fill out the "Make it Right " form, which I did and NEVER got a response. )

  ******* - Manager (Hotel 0 extension. I requested help to be put through to the Plaza Hotel **************** (HR) to report the staff who were mistreating me, again I was receiving someone who only didn't want to help me, but in a threatening tone repeatedly called me and harassing me that I was provoke to hang up!)

  Staff that witnessed the following episodes - DISTRAUGHT and SICK when up to 5 Security Guards arrive at my room to evict me for complaining and being a NUNANCE!  They also witness my attempts to call 911, as well as seeing me fall to the floor having a ASTHMA ATTACK!

  **** - Security 

   Mark - Security

  Gil - Security 

  The Plaza Hotel points out that they put in a registration card that they have the right to "EVICT" at will and keep a customer's deposit and room charges.  Well, this very small choice of wording is OUTRAGEOUS and should be reported to future customers. BEWARE!!

  I have attached 2 registration cards from the ******** and Circa Hotels in the same area of the Plaza Hotel,  "Fremont - Downtown " to this response.  Please notice that there is NO EVICTION or THREATENING language.  Why is it that the Plaza Hotel needs to put EVICTION THREATS in their registration card?

  It is clear that placing the blame on me for complaining about how terrible my rooms were and how I was becoming ill didn't matter to the Plaza Hotel.  I was a paying customer who deserved to be treated like a HUMAN being.  It is UNEXCUSABLE the behaviors and actions of the Plaza Hotel staff on July 13th and 14th, 2023!

  I want a formal apology, my deposit returned in full from the Plaza Hotel and Casino *********. 

  Also it is vital and my request that the BBB reduce the Plaza Hotel's ratings and publish my complaint so that future customers are aware of the "EVICTION" clause in their registration card.  I am pretty sure NOT everyone reads the fine print of EVICTION nestled into the "normal business" liability section of signing into a hotel. 

  I have traveled to the ************** for over 15 years; and I have stayed at ***********, Mirage, *******************, ******** Casino Hotel, *****, Circa, ****************, etc., and I have NEVER been removed from a hotel.  The Plaza Hotel is misleading, threatening, and dirty business!!

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

  Business Response

  Date: 08/23/2023

  While we appreciate your providing the registration cards for these other properties, they are not affiliates.  Each hotel provides their own individual verbiage.  As discussed previously, we do not tolerate abusive behavior towards our team members.  Due to the repeat behavior towards several staff members between several different departments we moved forward with eviction.  We will not be providing a refund in accordance with the registration card you signed. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20357877
  
  I am rejecting this response because:

  The Plaza Hotel staff was Abusive and Threatening to me as the customer from the moment I checked in. They used a hidden underlying "EVICT " clause in their registration card to use against me, when within 15 minutes of checking in they began to unlawfully threatened me with "EVICTION "!!  This was done purposely to take advantage of an innocent customer and STEAL my money.  

  The continuous refusal from this deployable organization to do the right thing is unacceptable.  The fact that they can continue to use THREATS against me is shameful.  The staff at this awful establishment THREATENED ME,  MISTREATMENT ME, and othe factors that forced me to have a HEALTH CRISIS is DISGUSTING AND DISHONEST!!!

  The Plaza Hotel should be reported by BBB to WARN innocent future customers that they have UNEXCUSABLE reasons to EVICT people and that it is written in their registration card that people should know this hidden fact!!  

  At this point, I will take the Plaza Hotel to court for being THEIVES and STEALING my money.  

  Furthermore, I didn't see the written words of their registration card, as it didn't display on the sign in screen.  The Plaza Hotel staff and the person representing them in this BBB Complaint have been DISHONEST with their explanations!

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

• Initial Complaint

  Date:07/05/2023

  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.

  I had reservations for 2 rooms at the Plaza Hotel, which included one poolside room. Upon arrival, the front desk refused check in because the rooms were booked through my casino players card which had my maiden name on it from 2014 when I first signed up. The mgr at the front desk said there was nothing he could do because it was noted that I stated I would bring proof of my name change. Although I brought my police (ret.) picture identification with my maiden name on it, my current driver license with my married name, the credit card I booked the room with, a digital copy of my marriage certificate, and my updated casino players card, he stated they require the original document from the court with the original seal on it. He said because it states that I said I would bring proof of name change and I didn't, no refunds would be issued. I explained that no one told me on the reservation line that I needed to bring an original court document, and that its not reasonable to think a person would not carry an original with them regularly after 8 years. If I was told I needed to bring an original copy then I would have. I ended up having to call my credit card company to file a claim for travel interruption insurance. 72 hours later, I received receipts in my email for the rooms I was supposedly supposed to be checked in to. I saw I was charged like the front desk said I would be, however there were 2 credit card numbers on my receipts (attached). I contacted the hotel again and they told me that someone else in my party made those charges to the room. I told them that there was no one else in my party because I was never even able to check in to the rooms. It's beyond me how they would allow someone to make charges on my reservation that I was refused access to. Not only am I seeking full refunds for hotel rooms that I was never able to check in to, but I'm also seeking verification that my personal info was not breached or mixed with someone else's.

  Business Response

  Date: 07/19/2023

  The subject filing the complaint ********, has been refunded in full.  I've attached the folios for her three reservations.  We charged $327.25 on 2/22 upon booking room 1, and refunded $327.25 on 6/14.  We charged $62.83 on 2/22 upon booking room 2, and refunded $62.83 on 6/14.  We charged $41.95 and $33.90 on 6/10 upon booking room 3, and room 3, and refunded both $41.95 and $33.90 on 6/14.  

  In regards to other charges on the reservations, those charges were not disclosed to the subject, as they are not listed to her credit card.  They are listed to a ***********************, her sister, who physically chipped her credit card at the Front Desk, and signed for two rooms.  We only processed charges to 2 rooms, and cancelled the third.  Again, ************ physically chipped her card and signed registration cards, not ********************* 

  In accordance with ********************, her request to be refunded has been fulfilled as of 6/14/23 in accordance with the attached receipts.  

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20264458
  
  I am rejecting this response because:

  These specific reservation numbers are in my name, connected to my email, phone number, mailing address, credit card, and my personal information seems to be mixed with someone else's. I do not understand why I am receiving receipts for someone else's credit card, regardless of who the hotel thinks or says it is, if no one else was on my reservation. I also do not understand how any person other than myself can go to the front desk and take over reservation numbers connected to my info, which seems to be what it looks like in this case.  What I'm understanding is that the Plaza refused check-in because my name didnt match the reservation, but another person came to the front desk and put themselves on my reservation?  Or that the Plaza double booked the rooms and used the same reservation number?  No one traveling with me has received a receipt for any charges. Has the other person charged been notified by receipt, and if so were they given my personal information?  In what form was their receipt?

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

  Business Response

  Date: 07/21/2023

  The customer, has been refunded in full all of her funds to her credit card.  There are no further funds to refund her personal credit card for any of her bookings as provided in our previous responses and documentation.  The updated statements provided show one card listed, the card belonging to the customer.  No statements will be disclosed or released to anyone, as per the customers concern for her personal information, other than what has been released to the Better Business Bureau or any possible future credit card disputes on the customers behalf, as formally requested by a creditor. 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20264458
  
  I am rejecting this response because:

  There are still credit card charges associated with my reservations. What is the reservation number for the other person who's credit card appears on my receipt? This refund is not finished until I have the correct information to give to my bank's fraud department and my travel insurance.

  The hotel has already breached someone else's privacy by giving me the name of another customer and the last four of their credit card, both in writing and in email. How was this other credit card holder notified of these charges, other than by sending a receipt to my personal email?  My bank asked.

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

  Business Response

  Date: 07/27/2023

  The property rejects the complaint, as stated previously, there are no charges to the consumer that filed the subject complaint.  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20264458
  
  I am rejecting this response because:

  There are still outstanding concerns and unresolved questions regarding this refund.  

  What is the reservation number for the other party involved?  Where was that receipt send to? 

  I still require documentation that my reservation was canceled on June 11, 2023 when the hotel said they canceled it  Additional costs such as changes to airfare, airport transportation, and changes to room and board were incurred when our trip was interrupted as a result of not being able to check-in.  The only documents given to me from the hotel are check-out receipts via email, which read as though I checked in and checked out.  These are not adequate for my insurance company.

  If the hotel is unable to answer these questions simply because this complaint is under the "Refund" category, please advise which BBB category the hotel prefers me to duplicate this complaint in and I will do so.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/17/2023

  Thank you for reaching out, however we will not be able to provide further documentation regarding the other party involved, as they have not requested nor filed the complaint.   That party may reach out directly to our accounting department for further documentation if needed.  Receipts were provided for the cancellation, showing full refunds to your account.  In regards to refund for a change in travel arrangements, you may reach out to the hotel directly, and we would be happy to provide documentation stating that your hotel dates were modified and cancelled.  However, we were under the impression based on your email directly to the hotel on 6/13/23, you mentioned you and your family were currently staying in the hotel, again our records show someone else in your party came to pay for the stay but we cannot disclose their information, and according to our documentation, the rooms were not checked out until 6/14/23.  Just clarifying, how this affected your travel dates?  But again, if you can provide flight change information that needs proof of cancellation, we'd be happy to try to assist. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20264458
  
  I am rejecting this response because:

  Your responses do not make sense.  I will continue having law enforcement and ******* Fraud do their investigating until this is resolved.

  Let me spell this out for you again.  

  - i was refused check in by your front desk, therefore I never checked in to your hotel.  

  - There was no one in my party on my reservation.  

  - I never put anyone on my reservation as we never got past check in

  -You keep saying that your employees have allowed other people to make changes and charge on my reservation.  

  How does any of that happen?  How does anything go past the fact that I was refused check in?  

  Is the hotel stating that someone came to the front desk and the hotel gave them my room because they thought they were in my party?  Yet the hotel wouldn't let myself in my own reservation, because they wouldn't accept the multiple pieces of identification I had for my name change?  Is that what you officially are confirming on my side?  

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

  Business Response

  Date: 08/18/2023

  In accordance with your email to the hotel, the person that checked in was someone in your party, as you mentioned you stayed in the room, again via your email on 06/14/23.    Since we are a hotel and casino, gaming regulations require us to use certain forms of identification for checkin and verify identification is valid and up to date.  The identification was denied as being valid, supporting documentation of the name change dated back to 2016, but no accepted updated identification was provided since that name change to ************************** 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20264458
  
  I am rejecting this response because:
  THERE WAS NO ONE IN MY PARTY.  WE NEVER GOT PAST THE POINT OF CHECK IN AS I WAS DENIED CHECK IN.  I have a valid, current ID with my married name on it.  NO ONE ELSE WAS ON MY RESERVATION.

  Did the front desk just take someone's word that they were part of my party and add them to my reservation without my consent?  Rather than put my own, married name on my reservation that I had ID for?  This question requires an answer for the fraud investigation.

  Furthermore you state that my retired, unexpired police identification card with my picture on it is not acceptable as identification per casino laws?  Please answer what form of identification your front desk is able to accept per these regulations you're  referring to.

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

  Business Response

  Date: 08/23/2023

  Your original email to the Hotel was forwarded to us in reference to this account from June 13th at 11:07 am.  In this email, you stated that you were at the hotel with 7 people, with three room reservations (one ended up as cancelled)  to celebrate your son's 21st birthday, those are the guests we're referencing in your party.  Additionally, in this email, you advised that you had in fact stayed in the hotel as of that morning.  In reference to I.D. we cannot accept work badges, we accept Driver's License, Passport or passport card, U.S. Citizenship & Immigrations Services I.D., DMV issued I.D., Military I.D., or Veterans I.D. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20264458
  
  I am rejecting this response because:

  Your responses refuse to answer my questions.  Furthermore you are veering off topic and none of my family's business concerns you other than what I sent in the email you are referencing.

  The sent email you are referring to is the email I sent 2 days after waiting for a response from the hotel "manager."  After being put out for 2 whole days and hearing nothing, I reached out to rectify what happened 2 days prior.  It still has not been resolved and here we are with BBB.

  To graciously address your questions, although I'm the customer submitting the complaint, read answers below in CAPS:

  You: "In this email, you stated that you were at the hotel with 7 people..." - YES, I WAS AT THE HOTEL WITH 7 PEOPLE (although that is all you need to know, friends and family in fact met us in ***** for my son's birthday. This information was given to the hotel "manager" expecting someone trained in customer service to have empathy and rectify the situation we were in.  Your hotel in fact ruined vacation for all 7 people.)

  You:  "with three room reservations" - YES, I HAD 3 ROOM RESERVATIONS.  Let me repeat that I (me, only me), had 3 room reservations.  I WAS REFUSED THESE RESERVATIONS AT CHECK IN. No one else that I met at the hotel had reservations in any other name.  You and hotel staff don't know any of the people in my party any different from a vagrant off the street.  THERE WERE NO OTHER NAMES ON MY 3 RESERVATIONS YOU ARE REFERENCING. Your argument is irrelevant.

  You:  "Additionally, in this email, you advised that you had in fact stayed in the hotel as of that morning" - This is irrelevant to the questions I need answered for resolution of this case.   I WAS DENIED CHECK IN FOR ALL 3 OF MY RESERVATIONS.  The hotel has no idea where I stayed, went, or slept and after being refused check-in, frankly it's none of the hotel's business.  This email was the morning of June 13th, still in the middle of my original reservations as check out wasn't until June 14th. Again, this email was sent because I hadn't heard anything from the front desk.  After being told I couldn't sleep on the bingo hall couch by security one night, and then sleeping on a pool lounge chair another night and finding cockroaches in the hotel bathroom when they opened, I had had enough.  The poor, disgraceful customer service at this ********************** and how this has still continued on for 2 months without resolution is beyond me.  NONE OF THIS IS ACCEPTABLE.

  You:  In reference to I.D. we cannot accept work badges, we accept Driver's License, Passport or passport card, U.S. Citizenship & Immigrations Services I.D., DMV issued I.D., Military I.D., or Veterans I.D. - I HAD MY CURRENT, VALID DRIVER LICENSE WITH MY MARRIED NAME ON IT.  WHEN I MADE THE RESERVATIONS I TOLD THE WOMAN I WOULD BRING PROOF OF MY MARRIED NAME CHANGE. (Making reservations in my maiden name was not my choice!  The woman told me I had to because of my player's card.  The only reason I made reservations over the phone was because I booked expensive rooms that are not available to book online, OTHERWISE I WOULD HAVE AND I WOULD HAVE USED MY MARRIED NAME. Any reasonable person can see that none of the hotel's disorganization or lack of training is through no fault of my own. IF A PICTURE ID FROM A POLICE DEPARTMENT (not a badge), isn't sufficient for a name change, then what does the hotel accept for name change?  Surely the hotel would not expect guests to bring items such as expired or invalid ID's since it is not legal to carry such items.

  Please refer to my previous response for resolution.  I have kindly pasted it below so you may read over the questions I still need answers for:

  "Did the front desk just take someone's word that they were part of my party and add them to my reservation without my consent?  Rather than put my own, married name on my reservation that I had ID for?  This question requires an answer for the fraud investigation.
  Furthermore you state that my retired, unexpired police identification card with my picture on it is not acceptable as identification per casino laws?  Please answer what form of identification your front desk is able to accept per these regulations you're  referring to."

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