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First, you may be led to believe that just about every hotel room provider in Las Vegas wants you right now, smoking weed in their rooms. The marketing impression versus the reality of that situation, may not completely correlate.


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BBB Business Profiles are provided solely to assist you in exercising your own best judgment. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

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BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. As a matter of policy, BBB does not endorse any product, service or business. Need to file a complaint?

BBB is here to help. File a Complaint. Customer Complaints Summary.

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Sort By. Status: Resolved. I reserved a room at the Strat hotel for Friday Aug When I got to the room, the room was not what it looked like in the pictures. The carpet was dirty, there was no shower curtain, no wash cloths.

It lacked the basic necessities. I immediately called housekeeping and went to the front desk to complain. I told them I wanted another room. It was explained they didn't have one. I tried contacting another hotel and was told I wouldn't be able to get a room until the next day.

I told the front desk I would be checking out and was told I would be refunded my resort fee and the one night stay for the day I check out. The hotel is telling me, to contact Booking. I just want my refund being I had to pay for another hotel. Billing adjustment. I have requested a full refund for 2 nights through your 3rd party company. Customer Response.

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I accept the decision because that is all I wanted. I rented a room with 2 beds for 3 nights. I stayed on one bed and my mother on the other one. Soon after I left, the headboard on my bed detached from the wall and fell on top of my bed. If I hadn't left the room early in the morning, I would have been severely injured. I have attached the photograph and witness statement to this .

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You can also find my receipt below. I read your terms and conditions and I am fully aware that customers are entitled to a full refund for defective equipment in the room that could have caused a severe injury. I hope to hear from you soon about the procedure to obtain the refund. Please allow business days for processing.

The head of the bed was defective and fell off the wall. It could have fell on top of my head any of the three days I was there. You are refunding me the resort fee which covers the gym and swimming pool.

However, the incident happened in the bedroom.

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You place my safety at risk for 3 days and I should be compensated. Contact your third party agency to expedite this refund.

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Thank you for assuming responsibility of the incident. I'm sorry, it happened in your hotel. Hopefully, this incident can serve to improve quality control policies and can help to prevent similar incidents in the future. Status: Answered. The strat held our payment to them since and then dropped it on and made their final charge on Which is unacceptable because we checked out on They should have charged my on check out not whenever they want.

They shouldn't have the power to wait and charge peoples s whenever they choose!

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Explanation of charges. Status: Unresolved.

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My vehicle did not fit in self parking and when I called, I was directed only to "park across the street. Nobody specified which street. Everything there is boarded up and so I thought the Strat had an arrangement with whomever the absentee landlord was. This morning when my van was missing I found that the Aztec Casino owns the lot, and had the vehicle towed. When I tried to get help from anyone at the Strat, everyone was more concerned with saying it wasn't there fault than in any constructive dialog. The hotel manager was rude and hung up on me. I would like to be reimbursed for my expenses and my troubles.

I feel that this is only fair. I would very much like to avoid taking the Strat to court and would additionally like to avoid the hassle. Reimbursement for impound and ride share expenses and for the trouble caused me. Please check with your financial institution and the 3rd party booking agency on the status of that refund.

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Additionally, saying the the hotel "can take no further action" is duplicitous to say the least. Is there some law preventing the hotel from properly and correctly reimbursing me? I think not. And the high-handed tone of the language used is identical to the rude handling I received from the hotel manager. Why do they think they get to decide the "matter is closed". It is not closed until they apologize for their attitude and reimburse me correctly.

My family consists of me and my wife and our young children. Our youngest is two-years old. At 3am we were awoken to screaming in the ading room. I tried to contact the front desk, but they did not pick up the phone.

Shortly afterwards marijuana smoke came pouring into our "non-smoking room. Because no one was answering the phone I was forced to leave the room to find someone to help. After considerable time a manager came out from the back to tell me that it was too late for us to move rooms and that the best she could do was have housekeeping come and spray our room, saying nothing about trying to remove the source of the smoke of the drugs. We checked out early.

STRAT failed in the contract to provide a safe environment.

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Hello Mr. We will be issuing a full refund for your stay. Yes this is an acceptable response. Thank you BBB for giving us a voice when these big corporations refuse to listen.

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They sent me the amount of the resort fee again April 14, Hello, we have already reached out to Hotelbeds to process your refund for your stay. Please contact them.

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The stratosphere hotel las Vegas. I would like my refund. Thanks a lot!! Complaint Type: Delivery Issues. In which I felt was a lie because you have over 1, rooms and the lady beside me with no reservation was able to get a smoking room without accepting the upgrade once we all checked in she asked why did I allow them to do that as it was my first time in Vegas so I didn't know the room was a basic room no upgrades at all the pictures on the site look much more appealing than in person we had to wait until the night before check out to get a blanket mind you we had a double room anc they brought one blanket, we had one half roll of tissue had to call for that the sink was broken the phone was absolutely nasty and the lamp was broken ON A NEW ROOM YEA RIGHT.

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Not only well positioned, but Essential Hotel by Stratosphere is also one of hotels near the following Stratosphere Tower within 0.


From 6 April , your chosen cancellation policy will apply, regardless of Coronavirus.


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From 6 April , your chosen cancellation policy will apply, regardless of Coronavirus.