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:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was my Moms birthday and my spouse and I stay at Treasure Island in Vegas all the time. We have gone 3 times in the last 6 months I think and we always book the suite with the two bathrooms and we usually pay full price. Last time we went it was pretty bad but this time was worse. We showed up and they as usual had like 2 people working the check in counter but they have people standing around to direct you to a kiosk that wont let you check in unless you remember what card you booked it on. I have 2 credit cards and two debit cards, I booked it months ago, so I cant check in on the kiosk. So after waiting around we finally get checked in to go up to out 5th floor room with a view of a roof top, and its HOT in the room. I put my hand in front of the output vent of the air conditioner and there is no airflow. I take out my small flashlight and look at the air conditioning filter and it is CAKED, completely clogged. So I call to the front desk and it took like 4 hours for someone to come to the room. I get it busy BUT air filters should be a PM item and now Im waiting to get cool air in my room because some cheap hotel doesnt replace filters regularly. Then I go to the bathroom and one of them has no cold water to the sink. I book a two bathroom suite so we have two separate sink and toilets. Only hot water to the sink sucked. So we eventually go to bed and we are awakens by what I would describe as the sound of someone throwing bowling ***** at the floor of the room above us. We can feel the shaking in our room. So I called the front desk come morning and they said it was construction and itll stop Friday and be done for the weekend so itll be quiet for the rest of our stay. NOPE it happened again Friday night. I call down and checked out a day early. I got almost no sleep in the two nights I was there. It was the worse stay ever. Also why cant they wash the windows, the spot lights outside aim at them and you cant see anything after dark.

  Business Response

  Date: 06/26/2025

  Dear Mr. ******************* you for taking the time to share your recent experience with us. We sincerely apologize for the series of issues you encountered during your stay, especially considering the importance of the occasion and your loyalty to Treasure Island. We understand how frustrating it must have been to deal with delays at check-in, HVAC concerns, maintenance issues, noise disruptions, and an obstructed viewall of which fall short of the experience we aim to provide our guests.

  Please know that your feedback has been shared with the relevant departments for internal review and follow-up to ensure these matters are addressed moving forward.

  In recognition of the inconveniences you experienced, we have removed one night's room and tax as well as one upgrade charge totaling $294.73. While we genuinely regret that your visit did not meet expectations, we must respectfully decline any additional compensation.

  We value your continued patronage and hope for the opportunity to restore your confidence in a future visit.
  

  Sincerely,

  ****** Bonilla 
  Director | Guest Experience
  Treasure Island - TI Hotel & Casino, Las Vegas

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23508895
  
  I am rejecting this response because: I paid for a room that I couldnt get sleep in and checked out early and went to another hotel. So Im being billed for an unusable room, I didnt agree to that when I checked in. You stole my money. If a neighbor is doing things to wake someone up all night, they have rendered a home unusable and the person being disturbed is at a loss of use and can be compensated for the loss. I was still charged I think like $170 for the room that was unusable for the purposes in which I rented the room for. I didnt rent that room to NOT sleep, I rented it to be able to sleep which I was unable to do and the disturbances were caused by undisclosed construction during our stay, we had no options, we were not made aware of these disturbances prior to our stay so we could make an informed decision on the spending of my money. There is a bed in that room, the bed is usually placed there for sleeping meaning the intent of the transaction was inclusive of myself and my spouse being able to sleep which your hotel violated that. So yes I reject that, you stole my money and I had to find sleeping accommodations elsewhere.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 06/30/2025

  We acknowledge the frustration youve expressed regarding the disturbances caused by nearby construction and your early departure. Please know that it was never our intention to cause inconvenience or discomfort.
  
  In view of the circumstances of your stay, we believe we have already provided ample compensation by waiving one nights room and tax charges along with the upgrade fee. We consider this resolution fair and appropriate, and respectfully, we will not be offering additional compensation.
  
  Im truly sorry you left feeling disappointed and that we did not meet your expectations. Your feedback has been shared with our leadership team for review as we continue to evaluate our processes.
  
  We greatly value your business and hope youll consider giving us another opportunity in the future to provide the experience you were expecting.
  
  Warm regards,
  ****** ******* | Director, Guest Experience
  Treasure Island TI Hotel & Casino

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. I booked hotel one 2-queen bedroom for 5/24-5/27 since I live with my adult son, we need 2 beds. But at the time I checked in, I was told they have no more 2-bed room. Then they told me if I want 2-bed room, I needed to pay extra $20/night. I had no choice but paid extra $60. I request the $60 to be refunded because they cheated customer. 2. My room *****'s bathtub drain wouldn't work well. In the 1st and 2nd nights the water in tub drained very vey slowly and on the 3rd night, it stopped draining at all. We ended up not taking shower on 5/26 night. It was about midnight so we were too tired to call hotel to fix. And the next day morning when I left the room for checkout, the dirty water was still in tub (I took pic and vedio).I contacted the hotel by text today and told them the drain problem and asked them normally how they handle this complaint. They just ignored.

  Business Response

  Date: 06/02/2025

  Thank you for sharing your concerns regarding your recent stay at Treasure Island. We appreciate the opportunity to address them.
  

  After a thorough review of your reservation, Id like to clarify that your booking was made through a third-party platform, and the room type selected was a Run of the House room. This room type does not guarantee a specific bed configuration and is assigned based on availability at the time of arrival. When you completed the booking, you agreed to these terms and conditions as part of the reservation process.
  

  We understand that you required a room with two queen beds. As a result, you were offered an upgrade to a room type that met your needs, and you chose to pay the associated fee.
  

  With this in mind, we must respectfully decline your request for a refund, as the booking was honored in accordance with the terms of your reservation.
  

  That said, we value you as a guest, and if you have any future travel plans, we would be happy to assist you directly to ensure a seamless booking experience.
  

  Thank you for your understanding. Should you have any additional questions or if theres anything else we can assist with, please dont hesitate to reach out.
  

  Warm regards,

  ****** ******* | Director, Guest Experience

  Customer Answer

  Date: 06/02/2025

  1. at the time I checked in at front desk, I was told 2-bed rooms are not available. But after I agreed to pay extra $20/night, 2-bed rooms became "available". the front desk even offered me to pay extra $40/nigh to have a "sephere view" 2-bed room! That means, the hotel cheated customers! If $20/night must be paid in order to get a 2-bed room, then TI should include this money on their website price list at the first time so that customers wouldn't feel cheated. Hence, I insist to request $60 refund for the 3 nights. By the way, booking from TI or ******** doesn't matter. Don't try to confuse. TI simply cheats. 

  2. I don't know why TI reply totally ignored my another complaint about the bathtub drain. I'm attaching the pic that I took on my checkout day morning before I left the room. Please review my previous message about this complain again. Again, I requested the last night money refund. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23394901
  
  I am rejecting this response because:

  1. at the time I checked in at front desk, I was told 2-bed rooms are not available. But after I agreed to pay extra $20/night, 2-bed rooms became "available". the front desk even offered me to pay extra $40/nigh to have a "sephere view" 2-bed room! That means, the hotel cheated customers! If $20/night must be paid in order to get a 2-bed room, then TI should include this money on their website price list at the first time so that customers wouldn't feel cheated. Hence, I insist to request $60 refund for the 3 nights. By the way, booking from TI or ******** doesn't matter. Don't try to confuse. TI simply cheats. 

  2. I don't know why TI reply totally ignored my another complaint about the bathtub drain. I'm attaching the pic that I took on my checkout day morning before I left the room. Please review my previous message about this complain again. Again, I requested the last night money refund. 

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

  Business Response

  Date: 06/06/2025

  We sincerely apologize for the oversight regarding your bathtub drain complaint. After reviewing your original message, we noted that the photo attachment of the issue was not initially included, which contributed to the delay in addressing that concern. We now have received the image and regret the inconvenience the clogged drain caused during your stay.

  Regarding your reservation, wed like to clarify that when booking through a third-party site and selecting a Run of the House room type, guests are agreeing to be assigned a room at check-in based on availability at that time. Room types are not guaranteed with this category, and any upgradessuch as a room with two beds or a specific vieware offered at an additional fee when available.

  We understand how this process may have felt misleading and apologize if it came across that way. It is certainly not our intention to create confusion or frustration for our guests. However, as your booking was made through a third-party platform and the room type selected did not guarantee two beds, we are unable to honor a full refund of the final night.

  That said, in acknowledgment of the inconvenience caused by the drain issue and to make up for the frustration surrounding the room assignment process, we will go ahead and remove the upgrade fees charged during your stay. Please allow 7-10 business days for this to reflect on your account.

  We genuinely appreciate your feedback, as it helps us improve our services moving forward. Should you choose to stay with us again, we would love the opportunity to provide a more seamless experience.
  

  Sincerely,
  

  ****** ******* | Director, Guest Experience

• Initial Complaint

  Date:03/24/2025

  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.

  Treasure Island Casino sent me a promotion via email that I'd qualify for "$250 in Upfront Gift Cards available after 1 hour of rated table games play"So me and my fiancee accept the offer, call their marketing, book the hotel, and stay during their promotional weekend March 7-9.We play for well over the hour time requirement over the course of our stay, and when we go to redeem our giftcards the next morning, we're told we weren't betting enough money to have earned the gift cards. However, nowhere in the offer email or fine print does it state that the ****** had to be a certain bet level to qualify. I let the gentlemen know it's not in the rules, and he simply keeps repeating "yes it is."I then email their marketing to let them know, and they confirm I wasn't betting enough. I ask again "where in the fine print is this requirement listed", and they have stopped responding altogether after 2 more attempts for clarification. (Screenshots of promotion rules and email correspondence attached)We booked this staycation and spent a lot of money at this property for the sole purpose of this promotion, and to be denied it without a proper explanation shows false advertising in their promotions.

  Business Response

  Date: 03/27/2025

  Dear Mr. *******

  Thank you for reaching out and sharing your experience regarding the recent promotional offer. We sincerely apologize for any confusion or frustration caused during your stay.

  We understand your disappointment in learning that you did not meet the necessary qualifications for the gift card promotion. We want to clarify that the promotions eligibility is outlined in the fine print, specifying that it is based on casino qualifications. Upon further review, we found that your rated play did not meet the required 1-hour minimum play. Respectfully, we must decline your request for $250 in gift cards. 

  We regret that this was not clearer to you during your stay. Our goal is always to avoid confusion and to ensure transparency with all of our promotional offerings. We also apologize if our communication after your inquiries did not meet your expectations. Your feedback is valuable to us, and we will certainly look into ways to improve clarity in future promotions to prevent similar misunderstandings.

  Please know that we deeply appreciate your patronage and the time you spent with us. Thank you again for your feedback, and we hope to have the opportunity to welcome you back to Treasure Island for a more enjoyable and seamless experience.

  Warm regards,
  Treasure Island Management

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23103301
  
  I am rejecting this response because:
  

  You fail to disclose WHERE in the fine print a minimum bet stipulation is mentioned. Provide a specific sentence please. If the dispute is over the length of time, I insist you re-check your records or security footage from those dates provided. The rated blackjack play on Friday was well over an hour, we even checked with the dealer after numerous dealer switches. We also had craps play the following afternoon. Besides posting my reviews, I'll have no choice but to elevate this to the *** if you can't show me where in the promotion fine print it is stated. 

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

  Business Response

  Date: 04/02/2025

  Dear *** ******, 
  

  Each promotion has different criteria that must be met, which is why specific wagering requirements were not outlined in the original promotional email. However, the email does state that the promotion is based on casino qualifications. As with all our offers, guests are encouraged to visit the ************ booth for full details to ensure they meet all necessary requirements.

  Of course, you are more than welcome to escalate your concerns to the *************************** if you wish. 
  

  We sincerely apologize for any miscommunication and regret any frustration. We appreciate you bringing this matter to our attention. 

  
  Best regards,
  Treasure Island Hotel & Casino 

• Initial Complaint

  Date:01/24/2025

  Type:Order 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.

  Date of Incident: 1/24/25 Time: 9am On 1/24/25 there was a incident involving a security guard employed by TreasureIsland and an myself adult with a disability.The security guard approached the individual, who was accompanied by a caregiver, and began questioning them in an aggressive and confrontational manner. The individual, who has difficulty communicating and responding to stressful situations, became visibly distressed and attempted to walk away.The security guard pursued myself to be out of line do to I "seem to be tense" when speaking to him. The worker talked to shout questions and instructions, which further escalated the situation. The so Because I provided the basic information that he needed I gave it to him and drove off and because of that he followed up by calling the police or a tow truck to further escalate the issue.Too mention I drove off from your security guard to do he refused to listen, instead calling for backup and threatening to detain the individual. The situation was eventually de-escalated by the arrival of additional staff, who recognized the individual's distress and took steps to calm the situation.I am deeply concerned about the security guard's conduct, which demonstrated a clear lack of understanding and empathy for individuals with Autism. This incident highlights the need for improved training and protocols to ensure that individuals with disabilities are treated with respect and dignity.I did speak with the supervisor on staff at the time. But I'm interested to get additional information about the incident.1. Provide additional training to security personnel on interacting with individuals with disabilities.2. Implement clear protocols for de-escalating situations involving individuals with disabilities.3. Provide me with written letter of what you're employee believes what happened.I hope that Treasure Island will take this incident seriously and take prompt action to prevent similar incidents in the future

  Business Response

  Date: 01/27/2025

  Dear Mr. ********************* you for bringing this matter to our attention. We understand your concerns regarding the incident on January 24, 2025, and appreciate the opportunity to address them. At Treasure Island, we strive to ensure the safety and comfort of all guests, and we regret that you found the interaction with our security team distressing.

  Our security officers are tasked with monitoring all activity in our parking garage to ensure the safety of our guests and property. It is standard protocol for officers to approach and question individuals entering the garage, and this process is applied uniformly to all guests, regardless of their circumstances. We genuinely regret that you felt the conduct of our security officer demonstrated a lack of understanding and empathy. Here at Treasure Island, we are committed to ensuring that every guest feels respected, valued and supported during their time with us. 

  While our officers are trained to handle various scenarios, they are not specialized experts in recognizing or addressing disabilities. However, they are trained to act professionally and to prioritize de-escalation where possible. We understand that this situation caused distress, and we sincerely regret any inconvenience you experienced. These concerns have been shared with our Director of Security and will be addressed internally.

  We assure you that we take your feedback seriously and are committed to improving our processes to prevent similar occurrences in the future. Should you have any further questions or concerns regarding this interaction, please contact us directly at ********************* (Security Command) and we will be more than happy to assist you. 

  Thank you for taking the time to share your concerns, and we hope to have the opportunity to provide you with a better experience on your next visit.
  

  Sincerely,

  Treasure Island Hotel & Casino 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22853656
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

   

  I have asked for your Security Guard to write happened in this incident for a reply so I would know what is unacceptable with my behaviory, and why he felt necessary to call in to the police until I spoken to another team member. Nothing of 1, 2, or 3 that I have mentioned in my resolution that I hope to get solved is even spoken about whatsoever, but it is mentioned in your reply of "disability". I'm still interested to know what I have done for yout employee to felt that he needs to call the police after I did give him ALL the Information he asked for. But he what'd to Stop/Hold me for additional time because he wasn't personally happy with my mannerisms. If that is against your company policy, I would very much be interested for you to clarify how so. Because I personally feel your staff was on a personal Power Trip and just what'd to harass a customer. Because i have been a customer to your company since 2017 and NEVER had a problem or any problem like this for any company with a security guard.

  Business Response

  Date: 01/31/2025

  Dear Mr. *********

  I appreciate the chance to further address your concerns.

  You mentioned that the officer stated he was going to call the police. However, upon review, there is no record of our officer making such a statement. The supervisor you spoke with explained that vehicles are stopped upon entering the parking garage because parking is reserved for hotel guests. Additionally, vehicles left on property while guests immediately leave on foot are subject to towing. This was communicated to ensure awareness of our policies, and we apologize if it was perceived differently.

  Please know that we take all guest concerns seriously and conduct thorough reviews of each situation. We understand your frustration, and as previously mentioned, the Director of Security has been made aware of your experience. The matter has been addressed with the employees involved.

  Regarding your request for a written statement from the security officer, our internal policy maintains the confidentiality of incident reports. However, you are welcome to contact our ******************* directly to discuss your concerns further with the Director.

  We hope this provides clarity regarding your concerns. Our goal is always to create a fair and welcoming environment for all guests, and we appreciate your understanding of our position. We value your continued patronage since 2017 and sincerely hope for the opportunity to welcome you back in the future.
  

  Best regards,
  

  ****** ******* | Director, Guest Experience

• Initial Complaint

  Date:10/23/2024

  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.

  We had made reservations to stay with treasure island for the 18th-20th of October 2024. Confirmation number for the reservation was ********. When booking we had made the reservations via a third party (choice hotels) as we are choice members and accumulate points with them. We had contacted treasure island to cancel our reservations due to a death in our immediate family. Our siblings remains were flown back home the 11th of Oct, with us holding his services the 15th and 16th of ***************** services at his duty stationed are to be held the 1st of November. Hence the cancellation for those dates. My brother and I both contacted ** and were told we needed to get the third party involved to approve the cancellation for them to process the refund. Choice contacted ** on our behalf to get the refund process started, however choice stated that the ** staff were uncooperative and wouldnt work with them. We were given a case reference number from choice (********) for our records. I called ** back with the case number on October 5th and re-explained the situation to them. The gentleman on the phone attempted to refund the amount back, along with the supervisor that afternoon. However, they stated they were unable to process it and instructed me to contact the bank and dispute the charges. (I dont understand why they werent able to process the refund as they had refunded us a few days prior for a circus show the hotel preformed minus a $137.65 processing fee) Our room reservations costs amounted to $1493.52. I think it is absolutely shameful that they would profit off a loved ones death, a 23 year old veteran no less. I would like to receive the refund they stated they attempted to process, as the money would go towards funeral expenses. Thank you for your time and help.

  Business Response

  Date: 10/23/2024

  Dear Ms. ******* *******,

  First, we want to extend our deepest condolences to you and your family during this difficult time. We understand how challenging these situations are, and we sincerely apologize for any added stress you experienced regarding the cancellation and refund process.
  
  We are happy to inform you that we have successfully processed the refund for your reservations. You should see the refund reflected in your account shortly, depending on your bank's processing times as it may take 7-10 business days. 
  
  We truly regret any miscommunication or delays caused during this process, especially given the sensitive circumstances. If there is anything further we can do to support you or if you have additional questions, please do not hesitate to reach out.
  
  Thank you for bringing this to our attention, and again, we are deeply sorry for your loss.
  
  Sincerely,  
  ****** ******* | Director, Guest Experience
  

  Customer Answer

  Date: 10/23/2024

   
  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,
  
  ***** Knisley *******

• Initial Complaint

  Date:10/22/2024

  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 will not be returning to this hotel, nor do I recommend it. While visually appealing, their policies and staff are unreasonable and unprofessional.I booked a week-long stay in a tower suite. After my flight was delayed and my luggage lost, I arrived after midnight, only to be told I needed the credit card I used for booking to check in. Despite bringing several credit cards, I didnt have the one used for the reservation, as the instructions didnt specify it was required. I was only told a card would be needed for a security deposit, which I was prepared to provide. The front desk, however, refused to check me in and even threatened to cancel my nonrefundable $2,000 reservation.This was extremely frustrating.I had the card they requested on my phone via Apple Pay, ******, and my credit card app, but they refused because their tap-to-pay feature was disabled. After arguing with the staff and supervisor for over half an hour, they reluctantly allowed me to check in as an exception.The supervisor later explained that they dont accept tap payments because it makes disputes harder to win. This reasoning is outdated and shows a lack of understanding of modern payment systems. As a millennial, I found this absurd, especially since I had multiple forms of ID and digital copies of the card used.Additionally, requesting late checkout was a nightmare. It cost $50 for just three extra hours, and I spent 30 minutes trying to reach the front desk. When they finally answered, they transferred me to their 800 number, forcing me to navigate menus and wait on hold again. Fortunately, the call center representative was more understanding than the on-site ******** summary, this stay was a waste of money. I highly recommend staying elsewhere.If good customer service matters to you, avoid this hotel. The lodging itself isnt terrible, but my suite had one window (which was filthy) and two bathroomsan odd layout. Im sure there are better options.

  Business Response

  Date: 10/22/2024

  Dear Mr. ****************** you for sharing your feedback regarding your recent stay at our hotel. We sincerely apologize for the inconvenience and frustration you experienced during your visit. We truly value your business and the opportunity to address your concerns.
  
  Regarding your check-in experience, our hotel policy, which is outlined at the time of booking in the fine print, requires the credit card used to make the reservation to be presented at check-in to prevent fraud and ensure security. We understand that in todays digital age, virtual payment methods are widely used, but our systems do not support tap-to-pay transactions at the property. As a result, our staff followed company policy, but we regret that this caused undue stress after your long journey. We appreciate your patience as our team worked to make an exception and accommodate you that evening.
  
  We are also sorry to hear that you faced challenges with our late checkout process. We will review our procedures to ensure that communication is clearer and more efficient for future guests.
  
  Finally, we will pass your feedback about the cleanliness of the window in your suite to our housekeeping team to ensure that this issue is addressed immediately. Cleanliness and comfort are top priorities for us, and we regret that your room did not meet your expectations.
  
  Once again, we apologize for the inconvenience and truly appreciate your feedback, which helps us improve our services. We hope you will give us another chance to provide a better experience in the future.
  
  Sincerely,  
  ****** ******* | Director, Guest Experience

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22456335
  
  I am rejecting this response because:

  While I appreciate your apology, It was your businesss staff that were the low point of my vacation on a consistent basis.  

  Housekeeping isnt going to be able to do anything about the windows. it was the outside of the windows that were Caked in dirt. It is not the housekeepings responsibility. It is hotel management to higher window, cleaners. To me, this Exemplifies TIs **************** of not paying attention, Or knowing what they are talking about. 
  
  The tap to pay function on your point of sales system does in fact work, The manager On Duty told me as much, and you can save the things light up on the credit card Reader. This is a blatant lie. I work in tech I know more about this than you do. 
  

  The fact that you guys were going to cancel my $2000 reservation because ************ is unwilling to use the technology that is enabled and at your front desk is where my issue is to prevent fraud Please enlighten me what fraud was prevented when I have A dozen of Forms of identification Reservation information and everything else showing that I did indeed book directly through your hotel.

  I generally booked through Priceline I didnt this time because I figured booking direct would give me a better customer experience because most *********************** tell me that. In this case, however if I had booked your hotel with Priceline, Im sure I wouldnt have had these issues.

  In addition, this was not in my initial complaint, but I was profiled multiple times coming in to the building and stopped by security when no one else around me was. I really just think that I walked into a hotel and the staff at the hotel did not think that I had the type of money needed to stay at the hotel and treated Me poorly in response to the perceived lack of profit to be made off of me. 
  

  It was legitimately only when they saw that I was staying there for a week and that they wouldnt be able to justify canceling a $2000 reservation that they finally Let me check in after threatening to do a chargeback on my credit card if they charged me and didnt let me stay. 
  

  I loved my vacation in Vegas. I hated every moment I had in treasure Island Due to the constant Profiling, Likely based on the clothes that I was wearing. And this makes the entire situation even more stupid because there was an influx of about ****** people in Vegas all dressed the same way as me Because of a music festival up the road.
  

  So much about the management decisions here are backwards. Nothing you have said fixes any of that In anyway.
  
  **** ****

  Business Response

  Date: 10/25/2024

  Thank you for your additional comments and for taking the time to share your detailed feedback. We understand your stay did not meet your expectations, and regret we fell short in delivering the experience you deserved.

  As previously noted, we acknowledged the concerns regarding the cleanliness of the windows, and escalated the matter to our housekeeping team,who are responsible for addressing the exterior window cleaning.

  We realize your frustration with our point-of-sale procedures, however, as mentioned earlier, our systems do not support tap-to-pay. I apologize for the incorrect information you received from a member of our team. We have since addressed this with our staff to prevent any future misunderstandings.

  Regarding your mention of profiling and the issues with security,I want to reiterate our guests' comfort and equal treatment are of utmost importance to us. While these concerns were not part of the original complaint,they will be thoroughly reviewed as part of our commitment to guest satisfaction and respect for all visitors.

  Throughout our correspondence we have addressed the key points of your complaint. If you have further concerns specifically related to your stay or need additional assistance, please do not hesitate to reach out directly. We value your feedback and are continually working to improve the service we provide.

  Thank you again for your time.

  Best Regards, 

  ****** ******* | Director, Guest Experience

• Initial Complaint

  Date:10/09/2024

  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.

  Terrible Experience with Car Towing and Lack of Accountability Im currently staying at Treasure Island Hotel and Casino, and Ive had an extremely frustrating experience with their parking and guest services. My car was improperly towed from the guest parking garage because staff wrongly assumed I wasnt authorized to park theredespite the fact that Im a registered guest at the hotel!After admitting to their mistake, they told me to go to the tow yard, pay the fees out of pocket, and that Id be reimbursed. I followed their instructions, but now theyre making me jump through hoops by sending me to different departments and telling me to submit a claim with risk management.I was promised a reimbursement, but instead, Im being given the runaround, with no clear timeline for when Ill get my money back. This entire process has been an unnecessary hassle and has seriously affected my stay here.I expected better service from a hotel like Treasure Island. The fact that they cant resolve a situation they acknowledged as their mistake is unacceptable. I need my money back nownot after dealing with endless bureaucratic red tape. Very disappointed with how this has been handled.

  Business Response

  Date: 10/11/2024

  Dear Mr. ******************* you for bringing your concerns to our attention. We sincerely apologize for the frustrating experience you encountered with our parking and guest services during your stay at Treasure Island Hotel and Casino. Your feedback is invaluable to us, and we are committed to ensuring that our guests have a seamless and enjoyable experience.
  
  We deeply regret the inconvenience caused by the towing of your vehicle and the confusion regarding the reimbursement process. We do have protocols that we must adhere to when it comes to this, and we sincerely apologize for this not being communicated properly from our teams. We will take this opportunity to discuss these procedures and protocols for areas of improvement moving forward to avoid situations like this in the future. 

  Upon further review, this reimbursement has been processed by our *************** Team. 

  Again, I apologize for the stress this situation has caused during your stay. We appreciate your patience and understanding. Thank you for your feedback, and we hope to provide you with a much-improved experience in the future.
  
  Warm regards,
  
  ****** ******* | Director, Guest Experience

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Treasure Island hotel in ****** 2024. Please reference their confirmation number NG2VX.When i checked out, i asked for an invoice showing all amounts that i had paid the hotel. The employee give me an invoice and assured me it was a final invoice. However, upon reviewing my records, there was another charge made by the hotel, to my credit card prior to my stay, in the amount of $55.51 on June 5, 2024. Apparently, this was made as a deposit to secure my ****** stay.Requested remedy: I would like a final invoice from the hotel showing all amounts paid to the hotel for my records, including the June deposit and ****** charges. Treasure Island should not be issuing receipts/invoices that are deceptive because they fail to show all charges associated with stay.Thank you.

  Business Response

  Date: 09/24/2024

  Good morning *** *****, 

  Thank you for contacting us regarding your stay and billing.

  Upon review, the folio you received from our Front Desk Agent is the final invoice. The applied deposit charge of $55.51 is on your invoice under the column 'payments'.

  The grand total for your room was $640.16, you paid a deposit of $55.51, and at check out the remaining room/tax and resort fee charges in the amount of $584.65 was finalized. This all reflects on the folio you received. 

  If you have any further questions or concerns, we ask that you contact us directly at ************ and asked to be transferred to the Front Desk. Thank you. 

   

  Sincerely, 

  ****** ******* | Director, Guest Experience

• Initial Complaint

  Date:05/27/2024

  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 treasure island 5/24- 5/26. On 5/25 we came back from a day on the strip. We went to our room at 7:30 and we were in there for about 30 to 45 minutes when a security guard knocked on the door. I went to the door (not decent) and peeked my head out and he said there was a beer can holding the door open. Because of my state I grabbed the beer can said thank you and closed the door. I told my husband what happened and started getting upset. This was not our drink or something we would ever buy and it was squished perfectly to fit under the door and it held it open the whole time my husband and I were in there. It seemed intentional & malicious. I called, upset, to see if someone could tell me if they saw something on the cameras. They took a while to answer the phone then said we will contact security. We waited upset & scared then decided to go downstairs and talk to security ourselves because no one was calling back. I flagged down one and told him what happened. He did express some concern but mentioned that there are no cameras on the hallway. He said he will contact his boss. When this guy came things got worse. He came up to us and his first words are I can offer you a room change. I was a little taken back because my main concern is what might of happened when the door was open. If someone came in and recorded us. I explained this to him and he said like I said I can offer you a room change. I went from upset to mad because I was not taken seriously. I told him I want to know if you can check cameras even just elevator cameras to see we were being followed or if someone with those type of cans were around while we were going up SOMETHING to make us feel a little safer. He made us feel worse. After a lot of dismissing comments he said ok come up. We went up a few floors & after a lot of back and forth he finally said we can file a statement. We did. His attitude got worse & hostile. I cant believe this is who is suppose to keep us safe

  Business Response

  Date: 05/30/2024

  Good morning, 

  We are sorry to hear of the negative experience you encountered during your stay and sincerely apologize for any distress caused. 

  In order to investigate further, we are asking for detailed information: 

  At exactly what time did you enter the casino from your day out, what entrance did you come in from and a description of what both you and your husband were wearing on the day of May 25, 2024. All of this is needed to review the proper footage. 

  We appreciate your assistance in this matter. 

  Thank you, 

  *************************** | Director, Guest Experience

  Customer Answer

  Date: 05/30/2024

  Treasure island is asking for information to be able to investigate. We entered the hotel from 7:30 to 7:38 through the entrance next to seor frogs. My husband was wearing an orange short sleeve button shirt and black swim shorts with black sneakers and I was wearing a black shirt with a blue swim skirt and happy face slippers and I was carrying my wedge shoes. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21764749
  
  
  

  Treasure island is asking for information to be able to investigate. We entered the hotel from 7:30 to 7:38 through the entrance next to seor frogs. My husband was wearing an orange short sleeve button shirt and black swim shorts with black sneakers and I was wearing a black shirt with a blue swim skirt and happy face slippers and I was carrying my wedge shoes.

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

  Business Response

  Date: 06/04/2024

  Dear **********************, 

  Thank you for taking the time to share your concerns regarding your recent stay at Treasure Island. We sincerely apologize for the distressing incident you experienced, and any discomfort caused by our response to your concerns. We understand how unsettling it must have been and to feel that your safety was compromised. Your peace of mind is incredibly important to us, and we regret that this incident occurred.

  After a thorough investigation, including a review of available footage from common areas, elevator and a lock interrogation of your room door,we found no evidence of any malicious intent or security breaches on our part. Our investigation also showed that the door was left open for an extended period after you entered the room at 7:38pm, which may have contributed to the situation you described. Our security team responded as per our standard procedures, and while we recognize that our communication could have been more supportive and reassuring, we did offer a room change to ensure your comfort and safety.

  We understand that this information may still leave you with concerns about your safety and security. Please know that we take these matters very seriously and are committed to ensuring the safety and well-being of all our guests. While we were unable to identify any malicious intent or external involvement, we recognize the importance of addressing your feelings of unease. We truly appreciate your feedback about the conduct of our security personnel and will use this to improve our training programs. Our goal is to ensure all staff members handle such situations with the utmost sensitivity and professionalism.

  While we must respectfully decline your request for a refund, we would like to extend a gesture of goodwill. We can offer you a discount on a future stay as well as a suite upgrade during your next visit to Treasure Island. We hope this demonstrates our commitment to making things right and ensuring you have a positive experience with us.

  Thank you for bringing this matter to our attention. We value your patronage and hope to have the opportunity to provide you with a more enjoyable stay in the future.
  
  Sincerely,
  
  *************************** | Director, Guest Experience

  
  

  Customer Answer

  Date: 06/04/2024

  Hello. Thank you for verifying what is on surveillance. Even though there are no hallway cameras, its good to know nothing seemed suspicious in the elevators. I hope things do change with the head of security because weve never experienced such hostile service from someone that was suppose to help us feel better. As far as your offer, we would like for Treasure Island to understand something. When we saw the beer can we felt very scared. We immediately called for help. If you look at the statement my husband wrote down he mentioned that when I was on the phone trying to call security, he was outside keeping watch. He saw someone dressed in all black and told him someone opened our door. He has a walkie so my husband assumed he could call someone. The man said oh Im not security and left very quickly so my husband couldnt catch up to him. With that happening and then meeting with the head of security and seeing that he was dressed like the man my husband saw then feeling his lack of consideration and dismissive attitude made us feel like it was him who ignored my husband. Things started feeling really weird with him and he would not take us seriously it made us feel like maybe he had something to do with it. We didnt feel safe with the Treasure Island security or personnel anymore which is why we denied a room change because it wouldnt change the fact that they had access to all the rooms. We now see that the team didnt see anything on the cameras but his attitude and demeanor made us feel uneasy that night. Had he been more attentive and empathetic we wouldnt feel so scared. But it was because of his fault we were robbed of our Saturday night. We are busy parents of 3 kids, 2 with special needs. We barley get to ever get away alone. We were able to take a trip, our 2nd in 6 years, and we were robbed of our Saturday night and reunited our only full day in Vegas. I say this because after we went back to the hotel room after talking to security we did not feel safe enough to leave the room again. We pushed chairs against the door and stayed in the whole night. A voucher to come back is not okay because one, the way we were treated felt horrible, and two because we are not people who can get up and go on a trip anytime we want. Its nearly impossible for people like us to go out which is why we were so disappointed we couldnt fully enjoy our two night stay at Treasure Island.  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21764749
  
  I am rejecting this response because:
  

  Hello. Thank you for verifying what is on surveillance. Even though there are no hallway cameras, its good to know nothing seemed suspicious in the elevators. I hope things do change with the head of security because weve never experienced such hostile service from someone that was suppose to help us feel better. As far as your offer, we would like for Treasure Island to understand something. When we saw the beer can we felt very scared. We immediately called for help. If you look at the statement my husband wrote down he mentioned that when I was on the phone trying to call security, he was outside keeping watch. He saw someone dressed in all black and told him someone opened our door. He has a walkie so my husband assumed he could call someone. The man said oh Im not security and left very quickly so my husband couldnt catch up to him. With that happening and then meeting with the head of security and seeing that he was dressed like the man my husband saw then feeling his lack of consideration and dismissive attitude made us feel like it was him who ignored my husband. Things started feeling really weird with him and he would not take us seriously it made us feel like maybe he had something to do with it. We didnt feel safe with the Treasure Island security or personnel anymore which is why we denied a room change because it wouldnt change the fact that they had access to all the rooms. We now see that the team didnt see anything on the cameras but his attitude and demeanor made us feel uneasy that night. Had he been more attentive and empathetic we wouldnt feel so scared. But it was because of his fault we were robbed of our Saturday night. We are busy parents of 3 kids, 2 with special needs. We barley get to ever get away alone. We were able to take a trip, our 2nd in 6 years, and we were robbed of our Saturday night and reunited our only full day in Vegas. I say this because after we went back to the hotel room after talking to security we did not feel safe enough to leave the room again. We pushed chairs against the door and stayed in the whole night. A voucher to come back is not okay because one, the way we were treated felt horrible, and two because we are not people who can get up and go on a trip anytime we want. Its nearly impossible for people like us to go out which is why we were so disappointed we couldnt fully enjoy our two night stay at Treasure Island. 

   

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

  Business Response

  Date: 06/07/2024

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

  Thank you for sharing your detailed account of the incident and your feelings about the experience. We genuinely appreciate your feedback and understand the distressing situation you encountered during your stay.

  We regret your interaction with our security personnel made you feel unsafe and your concerns were not addressed with the empathy and seriousness they deserved. Please be assured that we take your feedback very seriously and these issues have been addressed with our Director of Security as well as providing the necessary customer service training for our security team. 

  While we understand the gravity of your experience and the impact it had on your stay, a room change was offered which was declined. We understand that this was not the solution you were seeking, however Treasure Island did take the proper protocols to assist in the matter. We must inform you we are unable to provide any additional compensation beyond what has been offered for a future stay.

  We recognize the significance of your concerns and regret we could not meet your expectations on this occasion. 
  

  Your feedback is invaluable in helping us improve our services and ensure a better experience for all our guests.

  We appreciate your understanding.
  
  Best regards,

  *************************** | Director, Guest Experience 

• Initial Complaint

  Date:05/21/2024

  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.

  Details are provided in the supporting document named Treasure Island

  Business Response

  Date: 05/21/2024

  Good afternoon, 

  I reviewed your complaint sent to the Better Business Bureau and we certainly appreciate your comments and concerns regarding your Treasure Island stay. 

  We truly apologize for the negative experience you had during your visit. We are disappointed that we did not meet your expectations and certainly understand your frustration regarding this matter 

  Upon looking into your concerns, we were able to verify that you made the reservation through a third-party website. Unfortunately, Treasure Island does not have access to the funds collected by the third party.

  In order to move forward in any way, you must contact the third party with whom you made the reservation with and request for what's called a penalty waiver. Once we receive the penalty waiver from the third party, we will be able to investigate further regarding your request. 

  Thank you, 

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

  Treasure Island

  Director, Guest Experience

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21739403
  
  I am rejecting this response because:  As a disabled veteran and consumer, when I booked this hotel on the website it sated Treasure Island.  I should not have to continue get the run around about a third party.  This is what I know, your hotel took $1028.61.  I did not stay at your hotel I am request my money.  Yes my money it came out my account and I did not receive anything promise due to your hotel condition.  I proof to you that I have to stay at a different hotel.  If you can not help please provide the *** ********************* information because it is horrible that I am pleading for my money. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/29/2024

  Good morning, 

  I certainly understand your frustration, but the reservation was made through a third party not Treasure Island. When making a reservation through a third party, you pay the third party and not the hotel directly; the third party has the funds. 

  As previously stated, you will have to contact the third party with all the proof that you provided and request that penalty waiver. Unfortunately, there is no other way around it. We are willing to review and investigate on our end but are unable to do so until we have that penalty waiver. Treasure Island has no access to any reservations that are made through third parties. 

  As the Director of Guest Experience, I am the highest point of contact. Treasure Island would like to assist you as best as possible, but we do need your assistance in the matter. Once the third party is contacted by you and the penalty waiver is sent over, the next process can start. I truly apologize for any inconvenience that this is causing but it is the only way to move forward. 

  I appreciate your understanding. 

  Sincerely, 

  *************************** | Director, Guest Experience