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Business Profile

Hotels

SLS Las Vegas

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2025

    Type:Product Issues
    Status:
    Unanswered
    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 wife and I booked reservations and paid $200. $100 per person for resort fees I have both email confirmation with payment upon checking in I was required to pay resort fees again we showed lady a registration and she said we still had to pay request refund on my card as Ive paid already

    Customer Answer

    Date: 04/15/2025

    Proof I paid again upon checking at the Sahara

  • Initial Complaint

    Date:03/17/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Issue:I stayed at the Sahara Hotel in Las Vegas for my birthday on *****************. Upon check-in, I was charged a $100 deposit, which I was told would be refunded within 5-7 ******* has been over 15 days since my stay, and I have not received the deposit refund. After waiting for a week, I called the hotel and spent over 30 minutes on the phone with a manager. They assured me that the refund would be processed the next day (Friday), but I still have not received it.I called the hotel again on Sunday, March 16, 2025, and was told to call back on Monday to speak with someone in the administrative department. I am extremely frustrated as I am being given the runaround, and this situation is completely unacceptable.What Im Seeking:Immediate refund of the $100 deposit that was promised.A clear explanation of why this delay has occurred.Assurance that no further delays will happen and that my deposit will be returned without any further issues.I have attached all relevant documentation, including my booking details and prior communication with the hotel. I expect a swift resolution and a return of my deposit.Thank you for your attention to this matter.

  • Initial Complaint

    Date:02/19/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 looking to cancel my reservation and I had the worst customer service you could imagine. The representative was very rude and I could tell that she didn't want to help me. I had to pull information out of her. She also refused to help me by saying she had to have one piece of information but was able to verify me another way. I am very upset with the level of service received. I had also asked if I would be charged a cancellation fee, she did say yes, but it was said in such a way that I get the feeling that she was just wanting me off the phone.

  • Initial Complaint

    Date:12/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    They told me I paid a deposit i would be refunded my fifty i thi k it was maybe couple dollars more deposit upon checkout i checked as turned in plastic door key way before checkout time everything as I was told be front desk who.also informed me I get my deposit back my room was clean there is no reason its been almost month they havmt returned my deposot as I was told by front desk when I paid it they said it would be refunded my deposit when checked out as matter of fact no such thing is happening they are pulling people's legs lying to people

  • Initial Complaint

    Date:12/10/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 was my first time in Las Vegas i actually also got married on this trip . My husband and I always wanted to stay on here because it was beautiful and we had strong ties to ******* and my husband was also Moroccan. This was the worst stay of my life and they ruined my honeymoon . The rooms are beautiful but the customer service is horrible. . I called the morning before they tell me they cant allow me to come in earlier than the regular check in time and the man who answered the phone was not polite and that they are completely booked the whole week and says on the website rooms available. Then I come to the desk and only one person told us congrats on getting married. I asked for directions to our room seeing how I have never been to the hotel before and the lady blew her breath and looked annoyed and finally told us where to go . The rooms are beautiful but then I asked for a later check time because my flight had been changed. Let me also state I was sent a text from the hotel asking did I want to stay an extra day and they would give me a deal . I called the desk they say no you need to be out by 11. Then I go to the desk to checkout and told the lady 8 times my name and told her my room number and she tells me Im not in the system even though I got the room key in my hand with the room number and she finally finds me . Then we go to the Bell desk my husband doesnt speak English well and was smoking while others were too the Bell Desk attendant doesnt greet him or anything and tells out No smoking here even though its an ash trash next to the bell desk . If my husband is in the wrong thats fine what I didnt like was how he was talked to you can be right and not a jerk. I want to say from the bottom of my heart thank you Sahara for ruining my honeymoon with your rude staff your hotel is beautiful but your staff act like they could care less . I will never stay here againBeautiful hotel crappy service people.

  • Initial Complaint

    Date:10/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hi I was complaining to a water shortage at the hotel we booked we arrived the 10-22-24 and I am currently writing this on 10-24-24 and on the night we checked in the water main broke . The resort claims we will get intervals of water but there has been no water for at least ******************************************************************************************************************************** before it broke we get nothing and I find it really unfair .

  • Initial Complaint

    Date:09/09/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On July 12, 2024, I booked my hotel Stay through AAA Colorado - East Metro located at *************************************************. The reservation was booked, paid for and confirmed for the amount of $294.64 total for Sunday, July 14, 2024 - Friday, July 19, 2024. An AAA associate called ******************** Vegas to confirm there would be no additional charges upon check -in and was told there would not be any additional charges that the room was all book and paid for. On July 14, 2024 when I checked in the room, I was told I needed to provide my credit card because there is a $250 deposit which $200 of that would be returned once I checked out on July 19, 2024. When I checked out on July 19, 2024 I was told their computers were down so we could not get a receipt and it would be email to us once the system came back up. On September 1, 2024 I received an emailed receipt showing I was charged $283.15 for resort fees and resort taxes. I was not properly informed there would be additional charges for my hotel stay nor is the information printed on the receipt I received from AAA Colorado. I am seeking a refund of $283.15 due to deceptive practices.

  • Initial Complaint

    Date:06/06/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 establishment charged me ****** resort fees and havent refunded it in over two weeks. I called multiple times; the last time being today June 6, 2024 at 2:56 pm where I was put on hold then hung up on purposely multiple times.

  • Initial Complaint

    Date:04/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 family and I recently stayed at ********************************************************** from April 10th to April 12th. However, upon our arrival, we noticed a strong smell of weed in our non-smoking room. We immediately requested a room change, but the staff at the front desk informed us that no other rooms were available, even when we asked if there was a higher category of room we could move to. The only solution they provided was to deodorize the room, which was done, but the next morning the smell returned. We could not identify the source of the problem, but it was clear that the hotel had not met our expectations in providing a smoke-free environment. Moreover, the smell of weed caused me a headache the next morning, which was unacceptable.Therefore, I would like to request a refund for the first night of our stay, which was marred by the unpleasant odor. The total amount of the refund would be $152.5, including $86.18 for the first night's stay, $47.95 for the resort fee, $6.42 for the resort fee tax, and $11.95 for the room tax.

  • Initial Complaint

    Date:04/05/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    To whom this concerns If you simply try to ****** and book a reservation with Sahara hotel in Las Vegas, the site will quickly give you a room rate and request a deposit of $99 as well as a room confirmation, which Im happy to provide. I received several notifications immediately after booking such that, requires me to attend a seminar which I have no desire to attend. I called the company immediately after receiving these notifications, and was advised that this money is not refundable. Its not the money, its the principal that these guys think they can get away with their business practice while utilizing Saharas name

SLS Las Vegas is NOT a BBB Accredited Business.

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