Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  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 hotel and asked if they accepted emotional support service animals. They said yes and I booked a room for two nights. At 7pm on the 2nd and final night a security officer stopped us from bringing our dog into the hotel. They asked if she was a service animal and we told them that yes shes an emotional support service animal. They asked us for documentation for our dog and the reason that we had her. We answered all their questions and they asked us to leave stating that they do not allow emotional support service animals. We explained to them that we were told over the phone that she was welcome. We understood that there was a miscommunication and agreed to vacate. They then refused to give us a refund and charged us a cleaning fee. We do not feel that that was fair business because they are the ones that said we were welcome over the phone and then refused us service once we had already been there for over 24 hours.

  Business Response

  Date: 03/05/2025

   

  Good afternoon,

  The facts of this complaint was researched with our Hotel Division. 

  I am sorry that your stay was not what you expected. Service animals that are certified to perform specific tasks are of course welcomed, emotional support animals are classified differently, and we do not allow them to stay in our hotel rooms.  The emotional support animal should have been identified upon check-in; however, the hotel staff was not aware until the 2nd day when your room was cleaned and the animal discovered.

  A refund was already made in regard to the cleaning fee of $250.00- and 1-days resort fee of in the amount of $39.95. 

  While we apologize for any confusion regarding the emotional support animal, we cannot refund anything further.

   

   

• Initial Complaint

  Date:01/06/2025

  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 booked a room at The D for 12/30/24-01/02/24 it was confirmed with my credit card for $634.10 including all fees. I was charged the first nights payment upon booking $90.51. They charged me $693.57 when I checked in. Im confused why Im being charged twice plus why am I being charged for something I did not book. (Backstory) Upon booking I made sure I booked a 2 queen non smoking room and it was confirmed via chat from the property. Im very unhappy with my experience I cant even reach anyone on the phone for one so Im reaching out this way. For starters when I arrived I waited in line for approximately a hour maybe even a hour and a half to check in there was only 2 check in attendants which 1 was taking forever on one client then went to take someone who just walked up from the side. I purchased food for myself and my husband before we arrived which got cold while waiting I asked the check in attendant can she warm it she said no. So my food and money was a complete waste. They gave my room away I paid and booked 2 queen beds and they said they dont have it available only king smoking which I specifically stated I didnt want and was confirmed via the chat which you can look into. if I wanted king I wouldve booked for that. This room that Im in is dirty, my husband got bit by something not sure what but Im all around very unhappy. Im not sure what can be done but at the moment I honestly dont want to be here. I called the front desk and asked for a manager to express my disappointment in this hotel to be told by the ASSISTANT MANAGER VANITY that I can check out if I want but Im going to be charged for last night and tonight. Im like did you hear anything I just said about your establishment are you going to attempt to resolve the problem are you going to apologize about my experience anything. There was nothing. WHERES CUSTOMER SERVICE ************************ REAL MANAGEMENT DOES IT NOT EXIST ANYMORE.

  Business Response

  Date: 03/05/2025

  Good afternoon,

  I am very sorry for the late response.

  Regarding the personnel issues, this was addressed according to company policy. Our service standards do not allow for behavior such as what reportedly occurred.

  The room provided was on a non-smoking floor and is listed as a non-smoking room. How the odor was present is not known, however we would like to extend a 2-night stay at ************. There are some restrictions due to special events/holidays or other unforeseen circumstances, however if Mercedes ******* would like to contact me to take advantage of this offer just contact Circa at ************ and ask for me (***** Swartwood). I will set up the comp stay.

   

   

   

• Initial Complaint

  Date:11/04/2024

  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.

  Oct 21 and 22 We book the rooms for 2 nights and and paid for them on line when we got at the hotel they need a credit card we had problems with are cards so we don't use them and we didn't get to stay at the hotel. they we going to credit my card back but have not done it yet.

  Business Response

  Date: 11/05/2024

  We did not find your name at any of our properties, what property did you book and what name was used?

  Once we receive that info. I can look into this further.

   

  thanks

   

   

  Customer Answer

  Date: 11/05/2024

  The trip and hotel was book though Expedia on Oct 2 2024 It was in my name ******* ***** on my computor that is why I have all then numbers and information and prices.

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22509327
  
  I am rejecting this response because: I didn't reieve any money in my account from ********************** Casino and Hotel like the manager told me he would take care of it D casino and hotel is located at **************************************************************************************

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

  Business Response

  Date: 11/12/2024

  Good morning,

  If you use a 3rd party to book your reservation, they are the company that must complete the refund. Please contact Expedia regarding the refund.

  I'm very sorry we can't be of more assistance to you. 

   

  Respectfully,

   

  B Swartwood

   

• Initial Complaint

  Date:10/16/2024

  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.

  My husband and I stayed at Hotel D in Las Vegas Nevada, checking in on 10/9/24 and checked out 10/12/24 at noon. I had a white, long sleeved Columbia brand women's Bahama UPF 50+UV sun protection shirt laying on the bed and intended to put it on just before we left our room at check out. Unfortunately, we left and I had forgotten about my shirt. I called and spoke to hotel security when we got to the airport one hour after checking out to report this. They took all the info and told me to call back the next day. I have called 3 times over a period of 4 days but my shirt was never turned in by the cleaning staff. I verified the hotel policy, all things left behind in a room are to be turned into security/lost and found. I have been unable to lodge a complaint with anyone other than security as they do not provide a phone number or email address for any management staff. If the shirt had been found I would have paid to have it mailed to me, but as this is not the case as the cleaning staff who found it on the bad did not turn it in, I would like the cost to replace it. The cheapest I have found is on ****** for $41, I would accept this amount.I realize it was my error leaving it behind, but because their policy states all items left will be turned into the security team by the housekeeping staff I believe I should be fairly compensated.

  Business Response

  Date: 10/17/2024

   

  Good afternoon,

  We are sorry that you experience a disappointing experience with us. We will send you a check for $41.00. What is your address?

   

  Thanks

   

  B. Swartwood

   

   

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a non smoking room for health reasons but according to manager I did not call to say I was running late and to ask to hold a non smoking room is utterly ridiculous. I RESERVED AND PAID and requested is telling you to hold my non smoking room I shouldn't have to call and it doesn't matter what time I get there or if I even show up for that matter. I paid for it and reserved it. We were thrown in a smoking room instead and I paid for city view which I also did not get. This is a scam they would not refund or accommodate us but took our money totally unexceptable. Something should be done because from other complaints it's happened to others. Only when someone dies from asthma attack or bad lungs will they do something. They said its just a request not a guarantee but does not say that any where on website. Fraud in my opinion.

  Business Response

  Date: 08/02/2024

  We are sorry that this happened, however like all hotels we cannot hold a type of specific room. Room rates for the same type of room are not adjusted for smoking or non-smoking rooms. 

  On our booking website the following is clearly stated:

  ROOM REQUESTS
  We will note your preferences for room type and/or location, however due to arrival and departure patterns, we are unable to guarantee any room requests.

  If a credit card is used during booking, then a room will be available for the person to check in, but as stated above the type may not be exactly as requested. 

  I can offer a one-night comp stay with certain restrictions if the guest desires that. The restrictions would be that certain holidays, special events or other times that are unforeseen that would make comping impossible. The person can contact me directly at ************ should they wish to speak with me about dates they would like to return.

   

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22012904
  
  I am rejecting this response because:

  Where on your website does it specify as u describe that is false. And another thing if you are allowing a 3rd party to make sales for you it is ur responsibility to make sure what they advertise is at the upmost truth for the integrity of The D Las Vegas. All I see on the rules is call if you are not coming it does not say call to guarantee special request. Please see pictures in my attachment your "website" states city view rooms and has a beautiful picture of the city then see my picture of what I thought it would be according to ur website. I got a roof and the ceiling of *************** and not city view. I am not asking for a free night all I wanted was my money returned instead u gave me resort fee back but after I had to talk to another manager. What I really want is this not to happen to anyone else moving forward. Our health is at risk and I had to endure a room full of smoke for the entire night. Fix your website and any 3rd parties or ads u are affiliated with to represent you correctly.
  
  Sincerely,
  
  Linda *****

  Business Response

  Date: 08/07/2024

   

  Good afternoon,

  I have attached a screen shot of the website showing the disclaimer I stated in the previous response. This time I have included the entire screen shot to avoid confusion.

  What 3rd party was used to make the reservation?

  B.Swartwood

   

• Initial Complaint

  Date:05/22/2024

  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.

  Hi I booked a Room at The D Las Vegas May 7th. I took out the insurance in case had to cancel. So the Room was #**.49 insurance $9.95 = $79.44. We did have to cancel and now we are not getting our money back even with the insurance.

  Business Response

  Date: 06/04/2024

  Good morning,

  I checked with our hotel staff; the refund was approved-however the refund is through the 3rd party Expedia, which is who booked the stay. We cannot control if that company refunds or not. Please contact Expedia regarding your refund or if you have any further questions.

  Thanks

   

  B. Swartwood

   

• Initial Complaint

  Date:01/03/2024

  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.

  D cancelled our room for *** after driving 6 hours to hotel. They said they were oversold by 8 rooms and couldn't do anything about it. I phoned them at 10:18 am to inform we were on our way and would be there after 5:00 pm. ******* said no problem, the room is yours and you are pre-registered. Take your time! We arrived at 5:15 pm to be told the room was sold and is no longer available. This was unacceptable behavior on ***. We turned around to drive back home after wasting 12 hours of travel, not to mention gas and our time. After speaking to reps, no one was able to resolve and couldn't explain what happened. Never ****************** there and be careful if you are traveling long distances thinking there will be a room for you!

  Business Response

  Date: 01/23/2024

  In checking our hotel records, ************** made a reservation for check in on 12/30/2023 checkout 1/02/2024. ************** notified the hotel that he would not be arriving until the morning of 12/31/2023. ************** did not arrive until after 5 pm on New Years Eve.

  Check in is at 3 PM and as ************** did not arrive as he stated, the room was rented to another party. ************** was refunded any money owed to him.
  

  Is ************** advising that he did not receive his refund?

   

  B. Swartwood

   

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved and paid deposit for a room at the D to celebrate my anniversary and husbands bday. We arrived to only find out they gave our room away and said we should have called to let them know so they would hold it and I would have to get whats availability. A reservation and payment for the transaction is a commitment for both consumer and business. I am disabled and require a larger bed for husband and I we both have medical conditions and can not be in a smoking area due to sleeping machinery and asthma conditions. We were given no notice of this prior to our arrival and placed in an undesired room that does not meet our needs. Lack of care understanding and empathy or any solution they require us to move ourselves in the morning when a room is available which conflicts with our itienery. They threw us a $25 food coupon which was an insult implying food is a solution for larger people is not ok. We are beyond insulted and upset and this is our first experience here. We just lost our son in labor four months ago and this being our first outting for some normalcy has already been just a terrible aweful experience

  Customer Answer

  Date: 10/14/2023

  We were finally moved a day a half or more later to a new room Experience only continued aweful ! Front desk ppl are confrontational unhelpful and rude for no reason but addressing our concerns we Had to cancel a show to come back to move our things to new room which restroom lights, plus and hall lights stopped working randomly, a/c kept Poping off like it was being banged on every 10 minutes. Last day even house keeping kept knocking to come in to kick us out of room excessively early 8:50am! In the middle of us getting our things together and loosing water and electricity in the bathroom. This was just overall aweful and we want a full refund.

  Business Response

  Date: 10/17/2023

  Good afternoon,

  I need some assistance before I can offer a response. In checking with the hotel-I can't find the consumers name **********************. Would there be another name I can look up the hotel records?

   

  Thanks

   

  B. Swartwood

   

  Customer Answer

  Date: 10/18/2023

  This was another issue they have not updated my married name Essix which I had already updated with them over month ago causing issues with my players card while we were there. My maiden name is ******. Update as well while we were there the last day our electricity in the hall and restroom stopped working lights plus and all we werent able to even finish getting ready to because it happened while showering. We notified the front desk at check out who had to call maintenance and close room. The a/c also kicks the entire time ** it was going out apparently sounded like someone was kicking it physically all night every day every ten minutes.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20728905
  
  I am rejecting this response because: This was another issue they have not updated my married name Essix which I had already updated with them over month ago causing issues with my players card while we were there. My maiden name is ******. Update as well while we were there the last day our electricity in the hall and restroom stopped working lights plus and all we werent able to even finish getting ready to because it happened while showering. We notified the front desk at check out who had to call maintenance and close room. The a/c also kicks the entire time ** it was going out apparently sounded like someone was kicking it physically all night every day every ten minutes.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/03/2023

   

  Hi, I may have missed something, but on October 17th I requested additional information that I don't see having been added in response to assist me.

   

  Thanks

   

   

  Customer Answer

  Date: 11/08/2023

  I previously responded to this request immediately on Oct 16 and oct 17 with the information that follows. Please let me know if you need anything else and I would like this matter resolved. This was another issue they have not updated my married name Essix which I had already updated with them over month ago causing issues with my players card while we were there. My maiden name is ******. Update as well while we were there the last day our electricity in the hall and restroom stopped working lights plus and all we werent able to even finish getting ready to because it happened while showering. We notified the front desk at check out who had to call maintenance and close room. The a/c also kicks the entire time bc it was going out apparently sounded like someone was kicking it physically all night every day every ten minutes.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20728905
  
  I am rejecting this response because: I do not see any message of solution after I responded with the missing information the D required to move forward with my complaint. My last name reflecting their records is ****** which is my maiden name and this was requested months ago to be updated to married name Essix. I am still waiting on a response from the D on a solution. Thank you 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/08/2023

   

  Good afternoon,

  I responded earlier; however, it seems that I did something wrong in that it is not on this chain. I apologize.

  I am trying to address the listed issues you mentioned before getting to a resolution.

  The reservation that was made did not state that your arrival would be at 11:00 pm normal check in time is 3 pm to 6 pm-as the arrival was much much later than the normal arrival time, the type of room that you requested was rented to other guests because it was unknown if you were still going to arrive. This is a normal procedure for any hotel. The next day when a king ******************** on a high floor was available you were moved into it as your reservation requested. Because of the inconvenience a $25 food voucher was given to you. 

  The front desk offers food comps to upset guests, which is routine and is not based upon size of a guest-Las Vegas is known to offer comps for liquor or food or rooms in some circumstance.

  I found your name under ****** which is what name the reservation was made. The reservation noted you requested a King ******************** on a non-smoking high floor room-the 1st room you received was a double queen for the reason listed above. You were moved the following morning to the room that was originally requested-both rooms were on non-smoking floors. If there was a smell of smoke, then it was done by someone who violated that rule.

  I checked the service requests made for your room; the only request made was a clogged sink that was made on 10/12/23 at 10:10 am. There was no mention of electrical or other problems to either room. 

  I am also sorry for your loss and can't imagine going through that type of loss.

  I will wait for your review of this response and circle back with you.

  *****

   

   

   

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20728905
  
  I am rejecting this response because:this is a lie. We were told when we reported to your front desk staff who may have been a manager that they were going to send guys up to the room not bc of Clogg it was for the electrical issues none of the lights and outlets worked in restroom and outside of restroom in the little hall leading to bed. If no work order was made this is again another failure on your companies end. As for the voucher we did not request it as it did not solve our issue which was room. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/13/2023

   

  I'm sorry but I can only go by the records that I have. An electrical problem would have been looked into by our Facilities dept., this dept. keeps records of hotel rooms or any location that some sort of maintenance was completed. In checking the dates of your stay and for the following week there is not a record of this type of complaint by anyone. 

  As far as the meal voucher, it was offered in response to your late arrival and the need to place you into a room other than the original requested room for the night and the inconvenience that was caused.  

  While I'm sorry that your stay was not to your standard, what I can offer is a return complementary stay 3 night for a standard king room, there are some restrictions as some weekends/special events/holidays may be exempt from this offer. This offer would need to be used no later than 1 year from today's date. 

  I'm sure that the future trip would meet your standards.

  I hope this satisfies your complaint.

  B.Swartwood

  Customer Answer

  Date: 11/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only if they can make it to one of their sister hotel like circa i rather have a completely better experience with other employees as the electrical issue was huge and the fact they lied to me and on top no work order ever made so upon your response that sounds more so Im lying about it makes me not trust that hotel and employees at all and I would never want to again stay there my safety and satisfaction is more important then a value of three free days at a hotel who treats their guest this way 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/04/2023

  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.

  There were three major issues during our stay at the D in downtown Las Vegas. First, I was overcharged at the gift shop, but they never gave me a receipt, so I was unable to get my money returned to me. The price listed on the items was lower than the price I was charged for at the register. On the second night of our stay, we got a knock at the door at 10PMish while we were asleep. It was the hotel staff doing a wellness check because our "Do Not Disturb" sign had been posted for 30 hours. WHY did they choose to do a check so late at night?! We were in the hotel by 7PM. So why couldn't they check on us during NORMAL hours? Finally, everywhere in the hotel, casino, and on the website, it said check-out was 12PM. Well, at 10:58AM, we were unable to enter our hotel room. They locked us out and claimed check-out was at 11am. Why would you possibly change the time before you changed the signage and details online? It was a very poorly run hotel with false advertisements posted. TERRIBLE experience.

  Business Response

  Date: 09/15/2023

  This was just received, We do not knock on doors this late for welfare checks, unless there is a specific reason or complaint. I'm not able to assess the rest of the complaint without further information.

  B. Swartwood

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20422075
  
  I am rejecting this response because: our door was absolutely knocked on late at night while my husband and I were in bed watching the television. They said it was a welfare check because we had the Do Not Disturb sign on for over 24 hours. Why knock so late at night? Also, what information do you supposedly need to address this further?  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/15/2023

  Can you please provide the name the room was rented under and the dates that you stayed here.

   

  Thanks

   

  B. Swartwood

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20422075
  
  I am rejecting this response because you did not take the time to address my major concerns. A hotel employee knocked on the door late in the evening. We were in bed when someone knocked on our door. We were not loud nor were there any reasons for hotel staff to interrupt us. It happened. Instead of inquiring further or adequately responding, you continue to gaslight me and claim that it did not happen. It did.The employee had a list in his hands and said that he had to do welfare checks on multiple rooms. Why do the welfare checks THAT late without cause? I will happily provide you any and all information you need. It is entirely unacceptable to be dismissed by you after such a terrible experience at the D. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/02/2023

  Hi again,

   

  Additional iformation would be helpful as I cannot track down anything on this end.

   

  What was the employee wearing? Did you get their name? do you remember what they looked like or anything else you could add to help me identify this person would be helpful.

   

  Thanks

   

  *****

   

   

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience was far from satisfactory due to several disturbing issues that I encountered during my time at The D Hotel. We were there from July 19th, 2023 to July 23rd, 2023. The confirmation # is R4124751495 First and foremost, I was horrified to discover the presence of bed bugs in my room. As a frequent traveler, I understand that such occurrences can be accidental, but it is essential for your establishment to take immediate and thorough action to prevent such incidents from happening again. I cannot stress enough the importance of maintaining a clean and pest-free environment for your guests' comfort and well-being. We were there with 20 other people for a weeding and when they found out of what we found at least 3 other couples including the bride and groom ended up canceling early their reservation and moving hotels. Additionally, upon inspecting the bedding, I noticed multiple blood spots on the sheets, which were deeply unsettling. This lack of attention to cleanliness and hygiene raises serious concerns about the overall standards and maintenance at The D Hotel. Clean bedding is a fundamental expectation for any guest, and it is essential to rectify this issue to ensure the health and safety of future guests. Furthermore, the air conditioning system in my room seemed to be malfunctioning. Despite adjusting the settings, the room remained uncomfortably warm throughout my stay. This made it challenging to get a good night's sleep and added to the already unpleasant experience. Properly functioning AC is crucial in ensuring guests' comfort, and I sincerely hope this issue will be promptly addressed because the times I tried to talk to the Manager to address this issues they would just laugh it off and said

  Business Response

  Date: 08/18/2023

  Good afternoon,
  There are two parts to this complaint, 1. the A/c issue the 2nd is the alleged bed bug complaint.
  This room was not rented to the complaining party, it was rented to a person with another name. I could not find the complaining parties name as having been a guest at the D Las Vegas. With that being said I will still respond to this complaint.
  

  1st the A/C issue.
  A pest complaint was received by the occupant of room ****, therefore the occupants of **** were moved to another hotel room, ****. The Front Desk was contacted regarding the A/C unit in room **** on 7/19/2023 at **** am, that same date at **** am the A/C unit was replaced. 
  

  The Alleged bed bug complaint.
  

  We have a third-party pest control company that routinely sprays for pests in our hotel rooms to avoid pest issues. The room alleged to have a pest issue was room (****). (****) was treated during this routine treatment January 30, 2023, February 20, 2023, May 30, 2023, inspected with negative results being found of pest activity on July 19, 2023, and then treated again on August 15, 2023. During all of these inspections there was no pest activity observed by the third-party company, however as stated above there was multiple preventative treatments completed to avoid pests at that time as well as to defeat any pests brought in by a guest.
  Room **** was not rented again until the 3rd - party inspected and cleared the room, prior to the room being rented on July 19th and after it was put back into service after this complaint-there have been no other complaints regarding pests.

  While we are sorry that this guest's stay was not to their expectation, at this point we cannot offer a refund with the facts at hand.

  
  
  
  

  
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20369400
  
  I am rejecting this response because: To begin with my name was under the reservation as a guest,which I was told at the front desk or else I would have not been able to get any information or have been able to talk anyone in charge. The ** was replaced and it broke once again during the day and it continued to malfunction for the rest of our stay and we called and complaint about it every time it did. Like I mentioned to the Manager that laughed in my face about the bed bugs and the ** incidents, we were not in the room all that part of the day since checking in.We were there for a wedding and were making other arrangements for the rest of the week. When we came back to our room and where getting ready for bed is when we found the bed bugs, which 3 employees in the front desk agreed with that they were bed bugs and thats when they switched rooms, since it was later in the evening, I was told there was no manager on duty at that time and that they would be contacting us around 9am the following morning to resolve this issue.We never got a call from anyone in management. When I went to ask for a manager the following day, they told us they were not there and that they would leave a message to them and that we would receive a phone call from them, this never happened. Like I mentioned before we were there for a wedding and most of the bridal party was staying at this hotel until we mentioned the issues we were having and 2 couples were able to cancel their reservations and move to another room and the other 2 couples had to switch rooms two times during their stay as well. That being said, we were extremely busy helping with their issues as well, that finally when we made it back to my room and the ** was not working once again, I came down and spoke to the manager that laughed in my face about the bed bugs and the **. Since I had already switched rooms at this time, all I wanted to do was have a conversation with them and getting things taken care of, but attitude of this manager, which did not allow me to show her the specs of blood in the bed and bedbugs we found and just laughed her way back to the back and telling me they would look into it was the worst part of that experience.We traveled all the way from ***** to have an enjoyable wedding but staying at this hotel caused more headaches, anxiety, and distress then we were already under with the planning and execution of the event. 
  
  Sincerely,
  
  ***** Quezada

  Business Response

  Date: 08/22/2023

  8/22/2023
  I have attached the registration card to this response, which does not show the complaining party's name.
  The "bed bug"complaint was made in room ****, it is normal procedure to move a guest complaining of bed bugs or other types of pests-not that personnel agree that there is a problem. The room must be inspected to determine pest issues. If the room is positive, then it is shut down and treated. As explained earlier it was determined to be negative. Since this issue was reported, there have been no other complaints when the room was placed back into service.
  When the occupant (S) of room **** were moved to room **** the A/C issue was reported. The A/C unit was replaced and there have been no other recorded complaints regarding the A/C unit during the remainder of stay discovered and none from any guest after the checkout date of 7/23/2023.
  Please provide the Manager's name/description so that I can investigate the statement that a manager "laughed in" the complaining party's "face".

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20369400
  

  I was not the only individual of our wedding party that experience this distasteful interactions with a supervisor. Furthermore, the reports of an incident where a manager laughed at a guest's complaint should not be taken this lightly. This behavior is deeply inappropriate and unprofessional. As a guest, I expect to be treated with respect and my concerns to be taken seriously, especially when they impact my comfort and well-being during my stay specially when it was not a one night stay and I was not the individuals affected by their lack of professionalis. I believe that open communication and a proactive approach to addressing guest concerns are crucial for maintaining a positive reputation and ensuring guest loyalty.  The manager that I spoke to was an African American Women of average height. 
  

  Sincerely,
  
  

  Business Response

  Date: 09/15/2023

  Based on the information available from further looking into this complaint, I spoke with the various managers on duty during the time frame that the complaining party stated a manager laughed in his face-this was not substantiated. There was no bed bug activity discovered by the third-party pest control company nor have any other guests complained about pests in the hotel room just prior to this guest staying here nor after the treatment of the room-which is always completed to make sure hotel rooms are clear.

  With this having been said I am not able to refund the guest's stay, however I will comp two nights for a ***********, with the understanding there are times such as some special events, holidays or other unforeseen circumstances where the selected date would not work.

  This offer is for the registered guest of the hotel stay in question.

  Hopefully this satisfies the guest.

   

  B. Swartwood

   

   

  Customer Answer

  Date: 09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Quezada