Complaints

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

• Initial Complaint

  Date:07/08/2025

  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.

  On 6/26/25-6/29/25 I stayed at the STRAT hotel, ********* for 3 nights. I was charged a smoking fee of $566.90. I am NOT a smoker, I Never had any smoke in the room, I do NOT vape, and there was no tobacco or marijuana in the room. After receiving my folio and noticing the smoking charge, I called the accounting/billing department to tell them this is incorrect, but they said only the Front Desk supervisor can handle these requests, and they would call me back. This was 7/2/25. Today, 7/8/25, as I did not receive a call, I called the front desk and they said that the sensors in the room detected smoke at 7:45 am on 6/28/25. Again, I NEVER had any smoke or smell in my room. At that time, I was drying my hair with my hair dryer/iron. The smoking fee is considered for tobacco and marijuana. I had neither of those! They say that the sensors can detect the smoke, but I am 100% positive they cannot detect the difference between the steam/smoke generated from my hair Dryer/iron, which is what I was using at 7:45 am. Again, I am a non-smoker and requested a non-smoking room because I do not like the smell of smoke.

  Customer Answer

  Date: 07/08/2025

  7/8/25 ADDITIONAL INFORMATION

  In an additional attempt to find out why the smoke detector was triggered, I realized that a facial device I was using (not anything to do with Tobacco smoke, or Marijuana smoke/vape) might have been the culprit.  The facial device is called ******, and it is a nano-particle vaporizer used as an anti-aging device for the face.  It basically takes distilled water and through electrolysis, separates the water into molecular hydrogen and oxygen gases, which is then atomized as a water vapor onto the face.  After realizing that this "vaporizer" could have triggered the smoke detector, I again called the Strat front desk and spoke with the Hotel Supervisor.  After explaining the situation, she said that she would allow a one-time credit for the "smoking" charge, which will take an additional 7-10 days to be placed back onto my account.  I will be back if the credit does not appear.  However, it is also something that needs to be more clear to the customers of The **********************.  

  Business Response

  Date: 07/18/2025

  Dear Kasumi Ito,
  Thank you for taking the time to share your feedback. We sincerely apologize for the inconveniences you encountered during your recent stay. Your concerns are important to us, and we understand your frustration.
  At The STRAT, we have recently undertaken extensive renovations across our casino, hotel rooms, and resort amenities. These enhancements are part of our ongoing commitment to providing an exceptional guest experience and maintaining full compliance with our non-smoking policies.
  To support these efforts, our REST sensors have undergone rigorous testing to minimize the likelihood of false readings caused by non-smoking sources such as humidifiers, diffusers, cooking appliances, steam from showers or irons, and aerosol products.
  As a gesture of goodwill, the smoking fee associated with your stay was waived and refunded. Refunds typically take 57 business days to reflect on your account, and by now, it should be visible on your end. We appreciate your patience and understanding during this process.
  Please note that all guests acknowledge our smoking policy during the check-in process, which clearly states that evidence of smoking in guest rooms may result in applicable charges. A copy of this policy is attached for your reference.
  We appreciate your understanding and hope to have the opportunity to welcome you back for a more seamless experience in the future.
  Best regards,
  The STRAT Hotel, Casino & Tower
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Booked a room at STRATOSPHERE IN ********* fJULY 2-4TH 2025 BUT DECIDED TO STAY 1 NIGHT WHEN THE CHARGE OF OVER $500 APPEARD ON MY BILL WITHIN AN HOUR OR TWO OF FAKE SMOKE IN MY ROOM THAT NOBODY. SMOKED I DONT EVEN OWN A LIGHTER OR ANYTHING WORST PLACE EVER..I AM DISABLED WITH IMMUNE HEALTH ISSUES, WITHIN 1HR OF CHECKING IN I SEE A NOTICE OF ME BEING CHARGED $500 FOR SMOKING IN ROOM..I DONT SMOKE NEVER IN MY LIFE..ITHEY CHARGED MY DEBIT CARD RIGHT AWAY, BY DOING THUS IT RUINED MY ENTIRE TRIP THEY REMOVED THE CHARGES...BUT NOW IM SCREWED FOR HAVING ALL MY $$ HELD UP FOR DAYS UNTIL IT CLEARS .I WILL NEVER EVER EVER STAY HERE THIS IS THE WORST PLACE IVE EVER STAYED AT ..NOW IM SITTING IN FRONT LOBBY UNTIL THE FUNDS ARE CLEARED BY THE BANK .THEY CHARGED ME AND THEN REFUNDED ME SO NOW ITS GONNa TAKE DAYS FOR IT TO CLEAR...THIS IS SOO DAMAGING TO SOMEONE THAT HAS NO OTHER FUNDS WAS COUNTING ON WHAT I HAD .THE MANAGER DONT CARE..DID NOT TRY TO MAKE ANYTHING BETTER..NOTHING .& THAT IS WHY IM REQUESTING I GET CREDITED FOR THE 1 NIGHT THAT I DID STAY .ITS FUNNY SHE JUST CALKED ME N TRIED TO HAVE ME PAY FOR A NIGHT & WHEN THE REFUND COMES IN SHE WOULD TAKE TONIGHTS STAY. EXCUSE MY LANGUAGE BUT WTF..INSTEAD OF OFFERING A COMPED NIGHT FOR RUINJNG MY TRIP, 4TH OF JULY SITTING ON FLOOR WAITING FOR MY DEPOSIT OF $238 THAT BECAUSE OF HER MISTAKE HAS CAUSED ALL THIS .AGAIN IM SORRY BUT WTF KIND OF MANAGER DOES THIS N WONT GO ABOVE & BEYOND TO HELP N MAKE THEIR GUEST BETTER .SHE CAUSED THIS.I TOLD HER WHAT WOULD BE REALLY NICE IS IF U OFFERED AN OUT OF ORDER ROOM ANYTHING ...BUT SHE REFUSED...YES REFUSED..THAT IS WHY I AM ASKING FOR A FULL REFUND OF MY ROOM ..I CANT BELIEVE THIS PLACE WTF..THEY DONT CARE N IM NOT THE ONLY ONE THEY DO THIS ..THEY GET ABOUT 100 COMPLAINTS ABOUT FAKE SMOKE IN THE ROOM JUST TRYING TO STEAL FROM THEIR GUESTS...WRONG IN SOOOO MANY WAYS ..CLASS ACTION LAWSUIT FOR FRAUD OF FAKE SMOKE IN THE ROOM I KNOW THERES THOUSANDS OF REVIEWS...WITH THE SAME ISSUE

  Business Response

  Date: 07/18/2025

  Dear Mr. ******************** you for taking the time to share your feedback. We sincerely apologize for the inconveniences you encountered during your recent stay. Your concerns are important to us, and we understand your frustration.
  At The STRAT, we have recently undertaken extensive renovations across our casino, hotel rooms, and resort amenities. These enhancements are part of our ongoing commitment to providing an exceptional guest experience and maintaining full compliance with our non-smoking policies.
  To support these efforts, our REST sensors have undergone rigorous testing to minimize the likelihood of false readings caused by non-smoking sources such as humidifiers, diffusers, cooking appliances, steam from showers or irons, and aerosol products.
  As a gesture of goodwill, the smoking fee associated with your stay was waived and refunded. Refunds typically take 57 business days to reflect on your account, and by now, it should be visible on your end. We appreciate your patience and understanding during this process.
  Please note that all guests acknowledge our smoking policy during the check-in process, which clearly states that evidence of smoking in guest rooms may result in applicable charges. A copy of this policy is attached for your reference.
  While we fully understand your concerns, and we sincerely regret any inconvenience caused, we are unable to accommodate your request for a refund of the first nights room and tax due to the confirmed violation of our smoking policy.
  We appreciate your understanding and hope to have the opportunity to welcome you back for a more seamless experience in the future.
  Best regards,
  The STRAT Hotel, Casino & Tower
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23556137
  
  I am rejecting this response because: It TRULLY RUINED my ENTIRE TRIP TO ********* , DUE to the FALSE CHARGES & the 5 Days it took for a REFUND it DAMAGED my Stay in ********* , I ended up WALKING AROUND ALL DAY DUE TO NOT HAVING MY $$$, BECAUSE STRAT FALSELY CHARGED MY CARD & ME NOT HAVING EXTRA $$ TO BE ABLE TO GET ME ANOTHER ROOM ANYWHERE..DUE TO THIS I REGRET STAYING AT STRAT & I PROMISE I WILL NEVER NOR FAMILY & FRIENDS STAY THERE EVER AGAIN, I WAS SCAMMED OF THE SMOKING FEE, YES I WAS REFUNDED WHEN INVESTIGATED & KNOWING THERE WAS NEVER ANY TYPE OF SMOKING IN THE ROOM....BUT THE DAMAGE THAT IT CAUSED BY STRAT FULLY CHARGING MY CARD & HAVE TO WAIT 5 DAYS TO RECEIVE MY $$$ ......MY MONEY THAT BELONGS TO ME .....THAT IS FRAUD & TRYING TO SCAM A CUSTOMER...IS JUST PURE WRONG & DISAPPOINTED OF STRAT MANAGERS...
  
  Sincerely,
  
  ********* **********

  Business Response

  Date: 07/18/2025

  Dear Mr. ******************** you for your continued communication.
  We regret that your experience at The STRAT was not what you expected, and we sincerely apologize for any distress caused. As previously stated, the smoking charge was assessed based on our detection system, and after careful review, it was fully waived and refunded as a gesture of goodwill.
  We understand the refund processing time impacted your trip, and we empathize with the difficulties this caused. However, the refund has been issued in full, and no further charges remain on your account.
  At this point, we consider this matter resolved and will not be able to offer any additional compensation or refunds. We appreciate your understanding.
  Thank you for your attention to this matter.
  Sincerely,
  The STRAT Hotel, Casino & Tower

• Initial Complaint

  Date:07/01/2025

  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 recently stayed at this horrible hotel and opted to stay in the non smoking section of the hotel. Upon arrival to our room the entire hallway and room REAKED of marijuana. It was annoying (because my friends and I dont smoke) but it was fine. When leaving I learned that I had received a near $600 smoking fee. They claimed that there smoke detector detected a change in air quality at 6:55pm on Sunday the 22nd which is impossible because I do not smoke. They have completely fabricated this report. Could a hot shower, hair dryer, baby powder or anything of the like not trigger this Smoke Detector? From what I have read MULTIPLE people have made this same complaint about the Strat. I will be contacting my bank and fighting this with every ounce of my being. This is so extremely shady. Very bad business. My last remark is this. If the ENTIRE floor smelled like Marijuana then how on earth would that not effect our smoke detector?

  Business Response

  Date: 07/14/2025

  Hello *** ****,
  
  
  Thank you for taking the time to bring these matters to our attention.  I sincerely apologize for the issues you encountered during your stay. We understand your frustration at The STRAT, we have undertaken significant renovations to enhance our Casino, Hotel Rooms, and Resort Amenities. These improvements are designed to elevate our guest experience and ensure compliance with our non-smoking policies.
  
  
  To ensure reliability, REST Sensors have been rigorously tested to minimize false readings from non-smoking sources such as: humidifiers, diffusers, cooking appliances, steam from irons and showers, and aerosol products like spray adhesives.
  
  
  Attached to this message, you will find the REST Sensor Reports related to your stay and Lock Interrogation Report.
  
  
  The Smoke Report includes:
  An overview of our smoking policy
  The date and time the air quality event was detected
  REST *********** and technical specifications
  Air Quality Index (AQI) readings
  Notable increases in both the Smoke Index and Particulate Matter (PM) levels
  
  
  During your stay, the sensor in your room recorded elevated readings that significantly exceeded normal thresholds, specifically in the smoke and PM indices. These changes triggered an alert in line with our established parameters for a smoking violation in the room ***** on 06/21/2025 at 6:55pm.
  
  
  Again, we understand your frustration over this charge, with this sensor going off within close proximity during your stay, we are unable to reverse any smoking related charges on your account due to this breach in our policies. 

  Best Regards,

  The STRAT Hotel, Casino & Tower

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed here Thursday the 28- sat the 30 and got charged a smoking fee. We were not In The room except to sleep. We do not smoke. The room smelled and was dirty when we got there. I use a humidifier since its so dry here. Showered with steam, straitened my hair with heat protection which smokes. 700 charge for not smoking? What a load of s*** I see hundreds of other people with the same complaint. This has got to be illegal. We had to leave a message for the accounting department, not super confident in the resolve. We were never notified of any issues during our stay. I have stayed here couple dozen times and have NEVER gotten this made up charge. This needs to be corrected or I will pursue legal action. This is fraud and theft.

  Business Response

  Date: 06/16/2025

  Dear ******** *******,

  Thank you for taking the time to share your feedback regarding your recent stay at The STRAT Hotel, Casino & Tower. We truly value your input, as it helps us continuously enhance the quality of our services and guest experience.

  We understand your concerns regarding the smoking fee,and we sincerely apologize for any frustration this may have caused. Please know that this policy is in place to help ensure the comfort, health, and safety of all our guests.

  As part of our recent renovationswhich included enhancements to our hotel rooms, casino floor, and resort amenitieswe have implemented advanced ***************************** to support our non-smoking policy. These systems, referred to as REST Sensors, are designed to monitor air quality in real time with a high level of accuracy.

  To ensure reliability, REST Sensors have been rigorously tested to minimize false readings from non-smoking sources such as humidifiers,diffusers, cooking appliances, steam from irons and showers, and aerosol products like spray adhesives.

  Attached to this message, you will find the REST Sensor Report related to your stay. The report includes:
  An overview of our smoking policy
  The date and time the air quality event was detected
  REST *********** and technical specifications
  Air Quality Index (AQI) readings
  Notable increases in both the Smoke Index and Particulate Matter (PM) levels

  During your stay, the sensor in your room recorded elevated readings that significantly exceeded normal thresholds, specifically in the smoke and PM indices. These changes triggered an alert in line with our established parameters for a smoking violation in the room ***** on 5/29/2025 around 3:06 PM.

  The STRAT takes our investigations very seriously and will run a lock interrogation report and compare if any reports in the surrounding area were impacted.  This report composes data from the room door to identify when a room key has been utilized, opened, closed, and more. During our investigation, we found that a guest room key under your reservation was used to enter the room at 3:01 PM on 5/29/2025. The guest would remain in the room until opening the door from the inside at 3:20 PM. These records indicate during the time of the REST sensor being activated at 100 detection level,there was a known occupant under the reservation name of in the room.

  
  Door ********** Card name Event time Event Last name First name
  ***** Guest Guest (MC) 5/29/2025 15:01 Guest Card accepted (0067) ******* ********
  ***** Door Unit Internal 5/29/2025 15:01 The door is opened (0912)
  ***** Door Unit Internal 5/29/2025 15:01 The door is closed (0913)
  ***** Door Unit Internal 5/29/2025 15:01 Dead Bolt thrown (0896)
  ***** Door Unit Internal 5/29/2025 15:20 Dead Bolt released (0897)
  ***** Door Unit Internal 5/29/2025 15:20 The door is opened from the inside (0917)
  ***** Door Unit Internal 5/29/2025 15:20 The door is closed (0913)
  
  We have also attached that you agreed to our Terms & Conditions upon the check in process. These include a breakdown of our Resort Fees, Check Out Time, Parking, and Smoking related charges. On the document, the Smoking Charge is applicable to $350-$500 depending on the room type. In this document you did sign our conditions regarding our smoking policies. 
  
  Again, we understand your frustration over this charge, however with this sensor going off within close proximity during your stay, we are unable to reverse any smoking related charges on your account due to this breach in our policies.

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

• Initial Complaint

  Date:05/22/2025

  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.

  Im writing to formally dispute a smoking fee that was charged to my account following a recent stay at Strat [04-20-2025] to [04-21-2025] (Booking Confirmation Code:************).I was assessed a [$357] fee for alleged smoking in the room. While I understand that the hotel may rely on advanced detection systems, I want to make it absolutely clear that no one in my room smoked anything during the entirety of the stay. This includes cigarettes, marijuana, vapes, incense, or any other smoke-producing substances.Ive been informed that your team considers the detection data to be sufficient proof of smoking. However, I strongly challenge the accuracy and interpretation of that data. Technologyeven advancedcan be prone to false positives, environmental triggers, or calibration errors. I was not shown any visual evidence, staff observations, or supporting documentation beyond a blanket reference to your detection equipment. That is not enough to justify a serious charge like this.I am requesting an immediate review of this case and a full reversal of the fee. I expect transparent communication and documentation if you intend to uphold the charge, and I reserve the right to escalate this matter furtherboth through the Better Business Bureau and my credit card providerif this is not resolved fairly.Please confirm receipt of this message. I look forward to a swift resolution that satisfies all parties involved.Sincerely,[****** *******][*************************]*************]Booking Confirmation Code: [************]

  Business Response

  Date: 06/16/2025

  Dear Mr. ******************** you for taking the time to share your feedback regarding your recent stay at The STRAT Hotel, Casino & Tower. We truly value your input, as it helps us continuously enhance the quality of our services and guest experience.
  We understand your concerns regarding the smoking fee,and we sincerely apologize for any frustration this may have caused. Please know that this policy is in place to help ensure the comfort, health, and safety of all our guests.

  As part of our recent renovationswhich included enhancements to our hotel rooms, casino floor, and resort amenitieswe have implemented advanced ***************************** to support our non-smoking policy. These systems, referred to as REST Sensors, are designed to monitor air quality in real time with a high level of accuracy.

  To ensure reliability, REST Sensors have been rigorously tested to minimize false readings from non-smoking sources such as humidifiers,diffusers, cooking appliances, steam from irons and showers, and aerosol products like spray adhesives.
  Attached to this message, you will find the REST Sensor Report related to your stay. The report includes:

  An overview of our smoking policy
  The date and time the air quality event was detected
  REST *********** and technical specifications
  Air Quality Index (AQI) readings
  Notable increases in both the Smoke Index and Particulate Matter (PM) levels

  During your stay, the sensor in your room recorded elevated readings that significantly exceeded normal thresholds, specifically in the smoke and PM indices. These changes triggered an alert in line with our established parameters for a smoking violation in the room ***** on 4/20/2025 around 3:39 PM.

  Upon receiving a dispute, The STRAT takes our investigations very seriously and will run a lock interrogation report and compare if any reports in the surrounding area were impacted.  This report composes data from the room door to identify when a room key has been utilized, opened, closed, and more.  At the STRAT we pride ourselves in our guest service, and clear communication during investigations. Since this was not done, I sincerely apologize. It is very vital, that our team members follow the proper guidelines during an investigation. Although, we have been provided sufficient evidence by our vendor company regarding a breach in our terms &conditions, we also feel that all guest should receive top-tier service. For this, I will grant a 1-time only courtesy waiver on the smoking charge and will submit a credit of $357.10 towards your account. Time processing on this credit is dependent on your banking institution, but can estimate between 5-10 business days.

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address a distressing experience I had at your hotel that I believe requires serious attention. My recent stay was marked by several significant issues, particularly with a manager I encountered, whom I believe identified herself as ********.Upon my arrival, I was assigned to a room (******) that was clearly unfit for occupancy. The room had a strong, unpleasant smell reminiscent of sewage, and the sink was persistently clogged. I promptly reported the issue, after which maintenance was dispatched to pour a solution down the drain; however, this did not resolve the problem.The next morning, I requested a change of rooms and explained that I would need to move later in the afternoon due to my work commitments at the ***********************. When I returned that afternoon, I was assigned to room 20-014.Unfortunately, this room was also inadequate, as the floor was excessively noisy.When I returned to the front desk to express my dissatisfaction, the staff member was unhelpful, prompting me to request to speak with a manager. The manager I encountered was unprofessional and exhibited rudeness rather than hospitality. She insisted that I call security, despite my previous attempts to do so having no effect. When I asked if she could accompany me to security, she stated that she could not leave the front desk. This seemed disingenuous since she had several other staff members present who were available to assist. Additionally, when I requested her name, she hesitated to provide it, leading me to take a picture of her for my records. She stated she would call security, but inaccurately portrayed my demeanor as irate, which was not the case. My concerns and frustrations stemmed from the ongoing issues and the disrespectful manner in which I was treated, which I felt was influenced by the color of my skin. It is unacceptable for a manager to treat any guest in such a manner.I believe it is essential for your corporate office to address this.

  Business Response

  Date: 06/16/2025

  Dear ******* ******,

  Thank you for taking the time to share your feedback. We sincerely apologize for the challenges you encountered during your recent stay at The STRAT Hotel, Casino & Tower.Your input is incredibly valuable to us, as it helps guide our efforts to enhance both our accommodations and the overall guest experience.

  We are genuinely concerned to hear about the issues you faced, which do not reflect the standards we strive to uphold at our resort. Please be assured that your comments have been shared with the appropriate departments, and we are actively working on improvements to prevent similar situations in the future.

  Upon review, it appears that a Hotel Manager was able to connect with you during your stay and offer a complimentary suite upgrade. While we are pleased that our Leadership Team was able to help improve the remainder of your visit, we do apologize for the service delays and any inconvenience caused.

  Please do not hesitate to reach out to our Leadership Team directly by emailing ************************** Your continued patronage is deeply appreciated, and we look forward to the opportunity to restore your confidence in our resort.

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

  Customer Answer

  Date: 06/16/2025

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

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Strat owes my husband and I $300. They took the money as a pending transaction as a security deposit in case we destroyed the room or something. We didnt destroy the room and said they were releasing the funds. This was on May 3rd. Ive tried talking to my bank ********** and they are no help. They say the charge was dropped all together, as in the Strat never took the money. In was on the account as a pending -300 then on the 3rd it was +300. After that, things were fine and the next day, our account went short $300 again with no transaction posted. The Strat and ***** will no help. We are at a loss and down $300. We just wanted a fun trip for our 10 year anniversary, it was completely ruined because of this. Please help!

  Business Response

  Date: 06/16/2025

  Dear ******* *********,

  We appreciate you taking the time to provide feedback and deeply apologize regarding your experience at The STRAT Hotel, Casino, & Tower. Your input is crucial to us as it helps us reflect and enhance our accommodations and services.
  
  Upon investigation, we found that your security deposit of $300 was released on 5/03/2025 at 2:47 PM by The STRAT Hotel, Casino & Tower. We attached your credit card transaction screen to show any authorizations, settlements, releases, and credits. It appears you were charged $464.57 upon booking the reservation, $300 pending hold upon check in, a $300 release of the pending hold upon departure, and 2 credits for any concerns you experience during your stay of $6.65 & $140.05.
  

  Your continued patronage is highly valued, and we eagerly anticipate the opportunity to regain your confidence in our resort. If you have any questions, please email **************************************.

  Best Regards,

   

  The STRAT Hotel, Casino & Tower

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23334364
  
  I am rejecting this response because:
  Hello, yes the funds were released on the 3rd. Again, the deposit of $300 was taken AGAIN on the 5th through the backend of our account. It came directly out of our account and not from our card. My bank even saw the transaction from the backend and before they could reverse it, the charge disappeared. The other amounts given back were due to the first room we received. There was urine all over the bathroom, broken A/C, broken fridge and s**** on the bed. This was for our ten year anniversary and yall have ruined it. Now we are out $300 because you all are not wanting to help. 
  Sincerely,
  
  ******* *********

  Business Response

  Date: 07/15/2025

  Dear ******* *********,
  
  Thank you for taking the time to bring these matters to our attention.  I sincerely apologize for the issues you encountered during your stay. This is not the experience we want for our guests, and I truly apologize for the inconvenience. 

  Upon reviewing your reservation, a $300 authorization was placed at check-in and was released on May 3rd. This amount will not appear as a credit on your account but will simply be removed from the list of pending transactions.

  
  Best Regards,
  The STRAT Hotel, Casino & Tower 

• Initial Complaint

  Date:05/13/2025

  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.

  On 05/9-5/11 I stayed at the STRAT hotel for 2 nights. It was 75$ deposit for each day & 56$ per day. I paid a total of 262$ when I arrived. The next morning I went out to eat when all of a sudden I start receiving these transactions of 190$, 396$, 75$ 56$ all to my credit card. I went back to the hotel and asked them why I was being charged and they said it was a smoking fee, I NEVER had any smoke or smell in my room, it was right after the *** came and cleaned. I told them they can look all over the room, then they tried ti tell me it was becuase a hair straightener. The smoking fee is considered for tabaco and marijuana. I had neither of those!!

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During our check out from the Strat on 04/11/25, we discovered that a $396.83 smoking fee had been added to our bill. Neither of us smokes or vapes. We discussed this with front desk staff, then we spoke with a manager. That manager pulled out a report from our room that showed smoke was detected one morning. We asked the manager to go visit the room, to prove no evidence of smoking, but she refused. We opened a dispute with them and were told there the investigation would be complete in 48 hours. We assumed that the room itself would actually be checked.On our trip to the airport, my husband remembered that one morning, while I was fixing my hair that the room was foggy (full of steam). I had been using a L'Ange Le Volume brush dryer from home and a heat protectant oil. This hair tool gets very hot, and since the wet hair is against a metal shaft, it produces a lot of steam. In combination with the hair oil, I'm sure there was a vapor produced that could have been detected as "smoke".On 04/13/25, when we called to follow up on the investigation, we were told the room had NOT been checked. They relied on the results of that initial report, along with key card usage and hallway cameras showing that we were in the room. They said the report will stand, since we were in the room. We were in the room, but it was NOT smoke from a cigarette, vape or any other kind of inhalant or smoking device that was detected. As stated previously, neither my husband nor I smoke, nor have we ever. This trip was actually a celebration trip, from my husband having finished chemo for stage 3C colon cancer. There is no way either of us would endanger his remission by smoking. I was told to email the manager, and I provided all of the above information. I have received ZERO response from the hotel as of today, 04/21/25. A nearly $400 charge which is unable to be disputed because of a clearly imperfect detection device is ridiculous.

  Business Response

  Date: 06/16/2025

  Dear ******* ******,

  Thank you for taking the time to share your feedback regarding your recent stay at The STRAT Hotel, Casino & Tower. We truly value your input, as it helps us continuously enhance the quality of our services and guest experience.

  We understand your concerns regarding the smoking fee,and we sincerely apologize for any frustration this may have caused. Please know that this policy is in place to help ensure the comfort, health, and safety of all our guests.

  Please note, that a team member has reviewed your case, and processed a courtesy refund of $396.83 on 5/07/2025 for the alleged smoking charge. If you have any questions, please email **************************************.
  
  Best Regards,

  The STRAT Hotel, Casino & Tower

  Customer Answer

  Date: 06/16/2025

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

• Initial Complaint

  Date:04/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked in at The Strat for a business conference last month. Ill be returning to ********* frequently for work and had a positive experience with The Strat, finding it to be a good, affordable hotel that I could consistently rely on for future ******** I was ******* to catch my flight, I checked out over the phone and didnt think much about ituntil I noticed an outrageous charge on my credit card, which was not mentioned to me when I checked out. It included an upgrade fee for every night I stayed (which, to The Strat's credit, was eventually refunded), even though I had explicitly declined the upgrade when it was offered. Even more shocking was a $396.83 smoking fee, which they denied refunding.The issue is that I absolutely did not smoke in the room.When I disputed the charge, I was sent a reading from their room sensor that claimed a 100% probability of smoking at 1 a.m. Upon doing some research, I discovered that other guests have had similar experiences: wrongly accused and charged excessive smoking fees despite not having smoked in their rooms.I assume the sensor was either faulty or improperly calibrated, but what concerns me most is that there seems to have been no attempt to verify the reading. It would have been easy to determine it was inaccurate. If you are unlucky enough to be accused of smoking in the room, like many others have, you have no chance of appealing it. While the affordability of The Strat initially appealed to me, and I thought I had found my go-to spot for regular stays in *********, this bogus smoking chargeand the lack of accountability surrounding itmakes me unlikely to return in the future.