The Strat, Hotel Casino & Skypod

Room smelt marijuanas thru AC and manger refuse to change room and refund if I check out and change hotel.
The entire room smelt marijuanas thru the AC, we request to change room with the front desk since we try to open the door, turn off the AC and out some air freshener for one hour and the smelt doesn't go away. The manager told us they are fully booked and won't able to switch the room, and they said other room will be like that since nothing they can do about people smoking inside the room (I book an nonsmoking room). Then I said I have to request a check out and ask for refund, since I can't stay in the room whole night with the smelt of marijuanas. They refused to refund my money and said I have been check in for 6 hours. I told them the smelt just start, and if they able to switch room without smelt, I will defiantly stay since it is 12am in the morning, and it is hard for us to find another hotel as well. The only offer they have is a can of air fresheners or you check out without any refund. I think this is the poorest services ever in Las Vegas.

This is the worst place to stay. This hotel is located at the end of road... The rooms are dirty and old. The hotel was very noisy at night. I called to complain several times. The hallway smelled of marijuana and old smell. I was on the 22nd floor. From complaining, I was assessed a $!50 fee and blamed for the marijuana smell though I suffer from health issues that wouldn't allow me to use that type of substance. I contacted Riley, a front desk manager who stated the charges would be reversed. Well, a week later I had to contact my bank because I kept getting a complete run around from staff. SAVE YOURSELF THE TROUBLE AND FIND SOMEWHERE ELSE TO GO!!!

The front desk agent assisting me, made me believe I would be refunded resort fees, to up sell me an upgraded room.
I wasn't familiar to the resort fees, or how the charges actually worked after booking on ***, so I figured at check in I would get a better understanding. So at check in, the lady at the front desk was pressuring me into upgrading my room to the deluxe room. I explained to her I purchased my room online with a gift card and I didn't want to spend any additional money, especially since I was unaware of the resort fees and they were charged daily, and for my five day stay, I would be paying $187. Which I wasn't too happy about, since my *** account had enough funds to cover the fee, but due to their policies, it had to be paid by card not gift card. UNDERSTOOD- and accepted the fees. After paying for my fees, the employee was still trying to convince me to update, I explained again I didn't want to spend any additional money on the room, thats when she told me, I would only be spending an additional 50-60 dollars after checkout once my resort fees were refunded. So I agreed to the update, under the impression I would be getting the resort fees back... little did I know it was an complete lie and nothing is refundable. I would of stayed in my original room. after calling the hotel and getting the run around, I was connected to the front desk manager, who talked over me, he would not even listen to me so I could explain... He was sooo RUDE!!! I asked if there was anyone else I could talk too, because I didn't feel comfortable with the way he was treating me, and his respond was NO, i'm the only one on duty... I asked for his name and then he hangs up!!!! SO UNPROFESSIONAL! I WILL NEVER STAY HERE AGAIN, AND BE SURE TO LET EVERYONE I KNOW, TO NEVER STAY HERE! IT'S A COMPLETE SCAM!!!

2 hour wait to check in. Room was filthy. Did not sleep in room. Change of room wasn't ready til after 1pm the next day. Water in new room is cold.
Travel date 11/23/19.. but checked in way after midnight because of 2 hour wait. I purchased 3 rooms on 10/12/19 through *** @ $173 per person (6 people) using my *** card. I want a full hotel refund and resorts fee waived for all the rooms. Completely not satisfied with my stay at the stratsophere.

Multiple issues regarding our hotel room and nobody has contacted me back.
I have reached out multiple times but nobody has responded back to me as of yet. I've sent numerous emails and every time I call to speak with a manager/supervisor I get transferred and the phone just rings and I'm unable to leave a message. I'm looking to get a refund from my recent visit(9/20-9/23). On Saturday 9/21 I tried to order room service and was told it was down. Also on Saturday we had no running water for about 10 hours in our hotel room and the air conditioner wasn't working in the casino. On Monday 9/23 we had to shower and use the restroom in the dark since the lights wouldn't work in our bathroom. Please let me know how you can make things right.

Bed Bug Activity
Myself and two other friends, stayed at Stratosphere Hotel from August 4-6, 2019 in room 9102. On our second day of stay, we found a bed bug in our room. We alerted the hotel staff, and filed a complaint with the risk management department. They changed our room. Fast forward to 8/22/2019, and I have bed bug activity in my home. I called the hotel and informed them of this issue and they would not assume liability for their involvement in this issue. My bed bug extermination cost was $1900 for a problem I brought home from their hotel. I requested documents from the health department and Stratosphere has a known bed bug problem that has affected multiple rooms over the span of at least one year(2018-2019). They claim that the problem was treated by a pest control agency yet the problem continues to resurface, meaning the issue is not being dealt with appropriately. However, they continue to host visitors from all over the world with knowledge that bed bugs in some capacity continue to plague their hotel. The same rooms, as a matter of fact, have had multiple bed bug complaints. This indicates that the problem is indeed ongoing and ill managed.

On sept 21st,2019 I stayed at the strat hotel and the water, shower,toilet in the morning was out. I was late to my convention. No accomadation made.
Check in:Thu 9/19/2019 3:00 PM
Check out:Sat 9/21/2019 11:00 AM
Phone:(702) 380-7777
2000 S Las Vegas Blvd Las Vegas, NV 89104

Hotel itinerary number is ***

On saturday September 21st while I was staying at the Stratosphere hotel in Las Vegas, in the morning I woke up and tried to take a shower and use the toilet. The water was not working, could not take a shower or use the toilet. I was late an hour to my training convention by an hour. When I went downstairs to talk to management they told me they could not do anything at the moment for me, and said have a nice day in a very rude way. I had to go to a mcdonald's to go wash my face and hair and use the bathroom. It was embarrassing and more importantly I was late to my convention which was 4 miles away. I went back after my meeting and asked them for a refund or to comp my room or even give me an extra night to stay and they said no and did not even consider to help me, but in fact talking to other upset customers they had gotten a free night stay at their hotel. I felt humiliated and was very upset at their service. I am reporting their service at the hotel along with the management for not following up with customer service

Stayed at the Statosphere for 4 nights. Terrible customer service, no internet, filthy carpets, clogged sink and health risk coffeemaker.
Stay was from 9/8-9/12-2019

As stated, our stay was terrible. I really hate giving bad reviews on anything but I have to on this particular instance because it greatly affected our vacation. And maybe, this will improve someone else's stay in the future. I will list my grievances separately:

1) We got to the Strat after 4pm and waited for over TWO hour before we could be checked-in for our rooms. Mind you this was for THREE suites (My wife and I, daughter & husband, son & wife). The check-in desk area was full so one of the staff personnel suggested using the self-checkin kiosk. We did. It stated we would get a text when rooms were ready. We never did. We checked with the desk least 3 times. Each time THEY seemed to be getting annoyed with us for inquiring about the reservations that were supposed to be ready, and rooms that we all have paid for. They kept saying "rooms are not ready. We will text you when they are". After more waiting, I went to the concierge desk (since they were seemingly not busy, other than socializing with one another). They said they can't help us, that we would have to talk to the personnel at the check-in desk. By now I am furious. Still I waited for another half hour. I finally went to the desk again, the young lady takes my ID, and says my room is ready. NONE OF US RECEIVED THE PROMISED TEXT MESSAGE AS STATED. At the same time I am going through this, the Check-in staff cannot find my son's reservation. He had the Boulevard Suite. He has his ID, reservation emails, confirmation emails, credit card used, everything...yet he still has to wait as well. Finally, we received our keys and thought it would get better. No...it didn't.

(2) In the living area, the carpet was dirty and stained. Scared to walk barefoot in there.

(3) The entire suite was dark because of the low-wattage bulbs used in the lamps. But the room was primarily dark because our room was in the back of the building (5th floor, northwest side), and positioned directly behind large AC units and gigantic pipes. We never saw the sunshine once from our room. It always looked like nightfall, even with the drapes wide open.

4) The next morning I went to make coffee but decided to run a cup of water (no coffee pod) through the unit to check for cleanliness. I'm thankful I did because the coffeemaker was absolutely FILTHY. Cup after cup was dark, stale, greasy, black water. Bottom of cup was filled with coffee grounds and who knows what else. This thing was probably never cleaned! SOMEONE COULD HAVE REALLY GOTTEN SICK USING THIS THING! It was disgusting! After calling for another, I never received a replacement. Even so, I would have been too nervous to use it. I did visit *** in the Lobby/Casino.

5) The furniture in the room was very dated, but at this point I have decided to lower my standards just to keep from packing up and walking out. I also remembered that I have already paid for my stay here.

My daughter had a slightly better experience. From her room (on 6th floor) she could see a little sunlight and her coffeemaker was missing.

6) Internet service- After signing into the resort internet service, the only place that we could actually get service was a corner in the living area beside the couch. If you left that little 2 foot section, or went into the hallway...no internet connection, unless you were lucky.

My son was somewhat redeemed as his Boulevard suite was nice, clean and well lit overlooking the strip. My wife stayed with them most of the trip.

Needless to say, I was disappointed with my stay at the Strat, as was the rest of my family. I think my expectations were reasonable. I was not expecting a 5 star resort, with the service and accommodations that come along with it. I did expect courteous, respectful, timely service. I did expect clean, comfortable, working amenities. None of the above did we receive.

***

Hotel confirmation# ***

Son's Hotel confirmation#

My stay/experience with the Stratosphere Hotel was horrible. The refund of three nights turned into a refund of one night.
I had a reservation at the Stratosphere Hotel on May 24-28, 2019. I contacted Ms. Rielly ***, Hotel Supervisor back in March to help me with a seamless stay. My friend who I traveled with has Reactive Airway Disease and we chose this property for the newly renovated rooms.

Upon check in on May 24th, we had to move rooms several times due to chemicals and air condition systems that were working poorly. Mr. Christopher ***, Director Hotel Operations said that we would change rooms the next day to a room with central air conditioning.

On May 25th, calls were generated at approximately 5am and 10am to inquire about a requested room change due to the disturbance of air conditioning and poor air quality. We proceeded to VIP and spent the majority of the day there waiting on the room change, partially due to the fact that two of the rooms were extremely dirty. The housekeeping manager came in and inspected the third room (which was only missing a $5 bottle of water). He stated that he would address the uncleanliness photos (42) of the first two rooms with housekeeping because they were unacceptable. We went to the pool and waited over an hour to redeem a voucher that was issued. The staff nor the manager were able to make contact with anyone regarding the voucher. We later returned to VIP to address the credit from the pool. We were told that we had to make another trip to the pool to receive the refund. Upon doing so, the staff was not aware of this or how to issue the refund. In the meantime, Ms. called our room and stated that we had an hour to pack our belongings and vacant the premises. Security relayed a message that the hotel reservation would be refunded upon vacating the premises. By vacating the premises early, we had to forgo*** tickets, pool refund, and a buffet acquired by players points. This is a brief summary of what occurred that day and I can go into more detail if necessary.

I got in contact with Mr. Rick ***, Vice President of Operations on May 29th and it was to my understanding that I would get a refund around $300 for the three nights that we did not stay at the hotel. This turned out to be over a three week process of communication. On June 11th, I spoke with Mr. and it was my understanding that my whole stay (4 nights) was refunded to ***. On June 12th, I contacted ***. I spoke to Michelle from the general supervisor team. *** has received a refund of $125.05 from the Stratosphere. According to Michelle, that would total $386.66. I would like to know where the $261.61 has gone.

On June 19th, I spoke with Mr. and asked him to put it in writing that the Stratosphere did not get any money for my stay, but he declined. I also asked to have a copy of the security report, however Mr. said that is not permitted and he could not do anything else for me.

On July 24th, I emailed Mr. Christopher ***, Vice President and General Manger at Stratosphere and Mr. Blake ***, President and CEO of *** and did not hear anything back from them.

They are booking rooms while construction is going on without notifying any customers that they will be experiencing LOUD NOISES AT 7am OR SOONER!!
I purchased through ***, there was no mention of construction going on, I checked the website of the hotel on multiple occasions and no mention. I don't feel like it's right to be booking people and not disclose that there will be loud noises and vibrations at 7 in the morning. I also don't feel like it is right that they are still charging full price for rooms and charging a large nightly resort fee to not have a room that you can sleep in.. I would not have purchased this if I would have known there was construction, and not knowing til I was there I shouldn't have to move hotels AFTER I had already paid for one.. I submitted 2 forms on their contact page but have not heard anything back. *** contacted them on my behalf and they would not give me a refund, and I think I deserve one considering they are selling rooms at full price without disclosing something that could deter people from going

While staying at the hotel I asked for a virgin drink, not IDd, and then served alcohol with more than 3 years sober now ruined. Staff was unbothered.
I stayed for 4 nights and one of the nights I was playing at the slots before a comedy show. I see a waitress and I asked for a virgin mojito, made with sprite in place of rum. She did not ask me for my ID. About ten minutes later she comes back and hands me a drink that was mainly rum, and I swallow before I even notice her mistake. I immediately tell her, now having ruined more than 3 years of sobriety, and she didn't even apologize or remake the drink. I called to file a complaint with security and was hung up on by the head of security, Don.

Just left after our vacation, very sorry to report we had a terrible experience at the revamped Strat hotel and casino. The husband and I share many positive memories here, even getting married here years ago. With the rebranding and renovations one would assume our experience would be better than previous ones. As loyal customers of the hotel for many years we are disappointed. Hotel smells of weed, which may not be all their control, but when staying on a non-smoking floor something should be done. Majority of slot machines down on two separate occassions, once for an entire day/night...then poor customer service and being lied to by staff when we called to see if the issue was fixed so we could return to our casino and enjoy the evening, but no luck. Issues with rideshare pickup locations being closed and changed without notice, frustrating the drivers. Also not even receiving a call back from management when wanting to just share feedback on our experience, in hopes they will take into consideration as they work on improvements. Called again, manager MJ unapologetic, not helpful, and unwilling to address "casino" issues, as they supposedly don't involve the hotel. Next time we will be staying elsewhere. Sad because we have memories here, but we had the best experience at the *** customer service, hotel, and casino. They will get our business now. Would have been one star, but positives are new show Celestia, and Fat Tuesday for drinks. Unfortunately, the Strat lost a loyal customer.

Very poor staff. Very poor quality.
We were flying in may 7th. We paid for our room from May 7th through May the 11th. We didn't get to check in until around 3 am on n may the 8th. Our room had had blood on the wall, the sink was clogged and the air conditioner didn't work. At 11am on May 8th the maid comes in our room without knocking, we're laying there naked, she proceeds to argue with us that we are scheduled to check out. That we need to take our things and go. I told her to get out and go get the manager and she didn't come back. The very next day I wake up to some guy standing on a rooftop adjacent to my window bearing on a metal light for an hour and looking directly in my window. The day of check out at 945am the same maid opens our door, we're laying there naked again. She says oh I was just checking and leaves. This was by far the worst hotel stay of my life and it cost entirely to much to be so. It cost me 289.44 and another 149.60 is reality fees. Nobody has responded in regards to my complaint, I would like my money back.

My husband and I stayed at stratosphere for our 10 year anniversary.
My husband and I stayed from May 3 to May 8th to celebrate our 10 year anniversary. We checked in and right away we had to call to get the TV checked because it was not working. They had to replace it. The room was fairly clean so we put the do not disturb sign for Saturday only. Sunday night came and no housekeeping. Monday came and still no housekeeping. I called to complain and was told it would be cleaned asap. Tuesday came and still nothing. I complained again and was told they would look into it but never got a response. Extremely unsatisfied guests.

Dissatisfied with hotel's customer service and charges
I have tried to submit my concern through the hotel's website online contact form, but have not received any acknowledgement or follow-up from the hotel:

I stayed at the Stratosphere hotel in Vegas on May 3 and left the next morning. Upon checkin I was informed that our room was one of the older rooms with an option to upgrade at extra cost which I declined. When I chose the room, it did not indicate that it would be an old room and updated room was clearly available and I would expect that for a well known hotel on the strip, the newer room is offered free of charge. Lots of hotels make such arrangements for the sake of guest satisfaction and to ensure their customers return to the same hotel so it was disappointing to pay a comparable premium rate at the Stratosphere with an outdated room and no view.

The second issue I had was that even though there's a resort fee on top of the hotel charges to compensate for the use of things like the phone and pool, I had to dial the operator to make several local calls in regards to the rental car that I had. Every time there was an initial hold to get to the operator. If the hotel is charging a resort fee and the phone cannot be readily used, I cannot understand why I have to pay extra?

Needless to say we did not use the pool because we checked-in in the evening and left first thing in the morning.

Overall my friend and I were disappointed with our experience at Stratosphere and I can't say that if we come back to Vegas that Stratosphere would be the hotel of our choice or recommendation to our family and friends.

My reservation number is ***

Regards,
Sania Z

I had planned to go to Las Vegas in May 2019 with my daughter and son in law, I experienced a personal problem 2 weeks later. I cannot go as planned. I was informed when I made the reservation for May 6, 2019 to May 9 Check out day, I could cancel before May 2, 2018 without being charged. They already withdrew $58.00 from my bank account and No one is willing to help me to cancel and remit my cash. I was hung up on 2x--The Hotel says I booked with *** I booked directly with then Hotel. Then ***says I booked with the Hotel. All I get is the run-around and no cancellation or remit of my cash.
Product_Or_Service: Hotel reservations

A building supervisor was disrespectful and felt MJ felt a point had to be proven with his coworkers.
I came in wanting to talk to a Manager due to the Valet being closed and no 24 hour notification was given. I was speaking to Jessica and asked to speak to some above her, I let Jessica know I wanted to go down the chain of command. Jessica notified me she was the grave yard supervisor for the entire building and there was no ones else over here. Jessica stated MJ was the next and same role as her. I asked to speak to MJ and came towards me with a hostile attitude and very rude. MJ came across as someone having to prove his coworkers MJ is not the one to mess with when it comes to customers. I began to talk with MJ and would not help me with my solution on trying to help me park my over size vehicle in Valet. I asked MJ why wasn't there any notification given to the guest. MJ stated we don't have to let anyone know of the closure of Valet even at that to many guest to let everyone know. I let MJ known you can easily put a sign it courtesy. MJ began to get more aggressive towards and threaten my husband, kids and I he will escort us of the hotel by our own will or a security guard. MJ said with no remorse, regret or sympathy towards my family and I. My children were scared and began to pack. MJ stated we can get a full refund and leave the hotel, I let MJ we were just going to go ahead and stay. My kids and I were mortified and didn't sleep well from the horrible experience. With little sleep we get up the next morning to make that 24 hour drive back home. We traveled to different places, different cities and different hotels, never have we experience such horrible, mean, ugly, humiliation and no sympathy experience towards us. We stayed there for 4 nights and it was something I would not ever want to go through again. MJ displayed such ugly, unprofessional, hostile, trying to prove a point and be dominate and no remorse towards his customers.My check in was September 6, 2018 and check out was September 10, 2018.I don't understand how such a large franchise hires, trains and allows employee to treat their guest/customers this way. To feel they have some power towards a customer and no one will do anything about, because in MJ's words it's his word against mine and a customer is never right. MJ has witnesses that are his own coworkers and they are trained to stick together when it comes to a customer.

I was INCORRECTLY charged for 3 nights instead of being charged for 1 night. I am asking for a refund for the services not used.
Hello,

Here I'll give a brief summary of what has happened. I made my reservations in September-2017 to stay at the Stratosphere hotel (10/11/17 - 10/14/17). When we arrived at the hotel on 10/11/17, we found that the room was old and wasn't what we had expected from the pictures posted online, and also there was a lot of noise because of some maintenance work going on at the hotel at the time. Hence, we got an upgrade for $51.03 (document available) to make our stay a little better. After spending a day in Vegas, we figured that the hotel was a bit far from the area that we wanted to be in, hence, I called the customer cr of *** in the night of 10/11/17 to ask whether we'll be charged any fees if we were to check out sooner. I was told by the agent the next morning that we won't be charged any fees associated with the cancellation of the remaining stay (Document available that shows that I spoke with the customer care agent for about 8 minutes). Hence, I called the lobby from the hotel phone to ask them whether we'll be charged for one night or three. I was told that we'd be only charged for one night,hence, I told them that we were checking out. And only after I was told that we will be charged only for one night, I booked another hotel at around 9:30 am (on 10/12/17 Documentation available). We checked out (on 10/12/17). I then got a text message on 10/14/17 confirming that we were checked out on Thursday 10/12/17 (Documentation available). Had I not been told by the front desk and the customer care agent that I can checkout with payment of only one night and not three, I wouldn't have gone to the other hotel.
The total payment that was taken from my account was $453.44. I wouldn't have paid this kind of money for this type of Hotel in a million years.

Please call me if you have any questions regarding this.

Thank you,
***
(***)

This was the most unpleasant hotel stay Ive ever had, and it has been extremely difficult to get in contact with anyone at the hotel regarding a refun
We stayed 2 nights at this hotel, but we were moved 5 seperate times. Our first room had blood, yes, fresh blood on the floor. The room was also a smoking room - we reserved a non smoking room. We were told no other rooms were available until the next day - where we could move for a $20.00 fee. WHAT? You guys put us in the wrong room, why are we paying a fee? After an hour of being in the room, I called down to ask for a refund because my allergies from the smoke kicked in and we could not stay here. They denied a refund. I asked for a manager who then moved us to a new room. Earlier though, they had nothing available. We moved rooms, but we would have to move again the next day. They told us we could come down between 1pm-3pm to get our new keys. Perfect, we had plans at 1:30, so we would come get our new keys, move our stuff and move rooms. At 10:00AM, they knocked on our door to get out..Ok? I called the front desk to explain the situation and they said we had to get out until our new room was ready. So we took our stuff to the bellman, grabbed a change of clothes, and went off for the day with our plans. We arrived back at 8pm, our room was not ready yet. Check in is at 3pm for guests. We already were put out of our room that we had a 2 day stay for. 30 minutes later our room was ready.. We grabbed our luggage from the bellman, got up to the 23rd floor, and the new room they gave us had someone else' stuff inside. We lugged our stuff back downstairs and were given new keys. We go back up again to the same 23rd floor.. and this room was completely filthy. It had not been cleaned from the previous guests. I called down from the dirty room because I was not lugging my stuff downstairs AGAIN. This was their mistake, they could bring us keys. I told the front desk that I would be waiting outside of the dirty room for someone to bring our 3rd set of keys. 20 minutes later and no one came up with keys. I finally go back down again, and the front desk had no idea that we were up there waiting for someone to bring us keys or that the new room we were given was dirty. Does anyone communicate here? We got another set of keys, went up, and this room was finally clean. Thank God. We were charged a $20.00 fee per day that I had to TEXT MESSAGE the hotel to get back because they would not have the manager call me. Then we were charged a resort fee of $37.00 per day... WE WERE ONLY IN EACH ROOM FOR 10 HOURS.... they kicked us out in between for our $20 room upgrade. The pools weren't even open, and our rooms had no WIFI. CAN I PLEASE GET A MANAGER TO CALL ME regarding a refund? I shouldnt have to text message the hotel to talk to someone at the front desk.

Unsatisfied with the quality of a provided service and the cost that is being quoted to correct the issue.
I got married on 10/7/17 at the hotel. The package that we purchased included (12) 4x6 photos. per the contact we would get 12 pics taken by a professional photographer. It did not specify that this would be contracted/vendor service. In fact, I previously inquired about having a personally selected local bakery to make our cake, but the wedding coordinator advised that all services would have to be done by the hotel staff. After the wedding we were directed to contact *** photography to select our photos. We contacted them and made our selections. We were not completely satisfied with the quality of the photos. We requested touch-ups/*** to some of the pics. *** provided a shockingly expensive quote. They requested appx. $400 to *** 12 photos. Per their quote, it would take them approximately 4.5 hours to *** the pics at $75.00/per hr. I then requested a quote for the digital copies without any ***, they quoted $800.00. I contacted Daun ***, our Stratosphere coordinator, for assistance with this issue. I explained my frustration with the extremely overpriced cost and asked if she could offer any assistance to help us get to a compromising resolution as the photographer is asking for appx half of amount that we paid for the entire ceremony. Daun stated that the Stratosphere has nothing to do with the photographers pricing. However, she stated that she would check with them regarding my complaint and follow back up with me. It has been 7-8 days and she has not followed up nor returned my calls.
In addition, I am concerned that the Stratosphere didn't provide any details or any cost or vendor information regarding this contracted service.