Tropicana Hotel & Casino

Review: Due to death in family we were unable to attend an event for which we had purchased tickets . We notified company of the death in advance and requested the ability to switch show dates. We also asked that if our request was denied we receive notice in advance of show start time so that we could make arrangements for someone else to attend. Company did not contact me until one hour after show had already started and advised that request was denied.

Business

Response:

Good Afternoon [redacted]

I am in receipt of your letter dated Monday, March 3, 2014 referencing, the complaint dated 2/9/2014 [redacted]. I have read the complaint and wish to express my sincere apologies to Mr. [redacted] and his family for their lost.

. Please advise Mr. [redacted] that I would be more than happy to provide two tickets to the Saturday, April 26, 2014 show with [redacted]

The show begins at 8pm and doors are at 7pm. The tickets will be available for pick Up at the box office, which is located on our casino floor, 2nd level of the South Tower.

Should you have any questions, please contact me directly at ([redacted]

Thanks and great speaking with you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business contacted me directly and advised that two (2) tickets would be available at Box Office under my father's name, [redacted] for pickup on 4/26/14 prior to the show start.

Regards,

Review: I recently spent a night at the Tropicana on Saturday and it was THE WORST hotel experience I ever had. Upon arriving to the Trop we were told by a valet attendant to pull in behind a parked car and someone would be right with us. We waited behind this car for about 15 min at which time I got out to inquire about the wait and some other attendant informed me I was in the wrong place. After finally being directed to the Valet line we had to go and find a bell hop to help us with our bags. At check in, I was told that 2 out of 3 of the rooms were ready. This was at 4:00 – I was told check in was 3 and that this room wouldn’t be ready until 5?? Makes no sense but I just said fine because I was so frustrated at that point. One of the rooms had been under another girls CC. This girl called the Tropicana earlier in the week and informed them that I would be checking in under her CC. They told her she would have to fill out an authorization form and fax it back, which she did immediately. I had informed the gentleman at the front desk about this at which point he disappeared in the back for about 30 min and came back and said they had nothing and I would have to put the room on my card. At that point I Just said fine because we needed to get into that particular room to decorate because we were there for a bachelorette party. However, we had the fax confirmation so my friends CC information was just floating around the Tropicana somewhere, which made us a little uneasy. After check in we proceeded to the bell hop where we were informed that they would take our bags but refused to take our coolers because of hotel policy. We informed them that the three of us were pregnant and really shouldn’t be carrying the coolers because of the weight and asked if there was some type of cart we could use. At that point we were told:

“We will take your coolers for you, but only if you guys really take care of the bell hop and tip us well. We cannot risk our jobs unless we are being taken care of. I really suggest that you guys take us up on this offer because you have a really far walk” – we were staying in the [redacted]. Mind you, this was said after already giving the gentleman [redacted] who helped us w our bags from our car $10. We had no other choice but to agree to this because we couldn’t carry these on our own. I understand that that may have been hotel policy but to approach the situation the way they did was very unprofessional. When we finally got up to our floor, which REEKED of marijuana and cigarettes, I rushed to get into the suite because I could hear the phone ringing. It was the lady from bell hop who instructed us that we had to tip well. I was greeted with:

“Ugh you guys are finally there! We need to get these coolers out of here so you guys have to stay where you are. We will be there in 10 min. Make sure you don’t leave!”

Needless to say 30 min later there was a knock at the door with our luggage…

The room was DISGUISTING. So outdated, dirty and smelly! There was makeup stains on the pillowcases! Almost as if the linens had never been changed. Mind you that this room was a suite which we had to pay extra for! And to make matters ever worse, upon returning to the room after checking in to the other room at 5 o’clock, I came back to two people having sex on my door. Completely naked in the hallway. I was so disgusted by all of this! I called to complain about the smell and the people in the hallway and was just continuously hung up on! My friend did call to inquire about her missing CC information and was able to speak to a desk manager who was very helpful and said he was deduct $50 from each of our rooms! Great! Only to find out that when we checked in they gave us the current rate and not the rate I had booked online 3 month earlier. So we were overcharged $50 for each room. So that was a wash! Overall this was the worst hotel experience of my life! I will never stay at another Tropicana! The only nice part about it was our dinner at [redacted] which was excellent! But as far as the staff and accommodations go I have never been so disgusted! Save your money people!!!Desired Settlement: I dont feel that it was right that I paid 1200 for hotel rooms and was treated like garbage. I assumed I was paying for an experience. No to be told I have to tip people and be subjected to rudeness and crudeness

Review: On July 14, 2014 my 87 year old mother was playing the [redacted] machine and when she cashed out she got two blank tickets.

she thought she was getting her $322.31 and instead got two blank tickets. An attendant got [redacted] the slot supervisor to rectify the

problem. when she came back she said she would not give us the two blank tickets and held on real tight. She was very, very rude. She had assured us we would hear from her within 15 days. We never heard from her again. We will not go back there again.Desired Settlement: To get the $322.31 reimbursed to my mother.

Consumer

Response:

Thank You! We received our refund of $322.31 this week

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: May 24 2015 went to cashier for a cash advance on my [redacted]. It did not go through because they say I was not listed in their system on the card. The card is in my name and apparently they got a new system. I have used this card in the past year there and had no issues. What troubled me was the lady supervisor who repeatedly said there is nothing we can do you are not in our system. it's coming up as your husbands. I called capital one and they wanted to speak to the supervisor. she didn't want to take the call or help but after I argued she did and nothing happened in my favor after the capital one rep told her that this is indeed me and my card. I then went to the far end cashier window and spoke to ED. He was nice but the supervisor said how many times is she going to ask the same question. I said this is ridiculous that I can't take 300. out of the card because my info is not in your system. I went to ceasars casino and withdrew the 300.00 from their system with no issues. I want my name and my info added into their system immediately so that I am not embarrassed and treated unfairly. I work with clients and know how to listen, resolve, and take care of my clients. Apparently they need customer service retraining.Desired Settlement: an email confirming that I am now in their system. that I can go to a cashier to transact my own cash advance without issues as I was able to do so in the past. a free food comp or something of value would be a nice gesture for the inconvenience I experienced at Tropicana last week.