The Strat Hotel
Reviews and Complaints

Horrible experience when I arrived to the hotel desk with my son a gentleman by the name of Brandon was very unprofessional with assisting with my reservation. Unpleasant, didn't welcome nor greet us after coming from the back. once we got to the room he assigned us to, the room was dirty. The hallways were full of trash, and loud music. I went back to the lobby check in desk, and the rep Brandon was no longer at the check in desk. A woman by the name of stephanie came from the back to approach me and my child! After expressing my experience, the woman Stephanie said she could not assist me with a room change! She said there was nothing that she could do! I asked for a refund and a printed receipt of the 211.00 that was charged to my American Express card! The woman named Stephanie said she could not provide a document of the receipt, as well as not expressing the extra 211.00 charge to the card

We recently spent our honeymoon in Las Vegas Nov 8, 2020 till Nov 12, 2020. Most shops were closed. Pools were closed. Housekeeping was terrible. Our room was only cleaned twice out of 4 days. We noticed that no casino machines were being sanitized and my husband has underlying heart conditions which detoured us to gamble else where. Our air conditioning fan motor went out on wednesday and our room became a stifling 82 degrees. It smelt like burnt wires which gave us a headache the rest of the day. We had to prop the door open because of the odor was unbearable. We complained about our neighbors fighting. We have stayed before with the strat but this last stay with high resort fees and little amenities and the incident of the air conditioning fan was not pleasant for our honeymoon experience. In the future we plan to look else where. We travel at least 4 times a year on vacation. We stayed room 18-054

Good morning I arrived at the stratosphere on Thursday the 23 of January where I stayed with Yolanda Hayes we were on the 16th floor 018 . That night I was bitten on my hand and it swelled I stripped the covers off and placed them on the floor in the corner. The next day we came bed was made but the other bed wasn't only to realize they put the same covers back on that were on the floor because Friday night I was bitten again on my chest and neck pictures were tooken and security came and took pics as well. These covers were tooken off and water was poured on them so they've wouldn't be used again after that nothing happened. I'm very upset and I chose to reach out to have someone vontact me at [protected] before I put something like this on the reviews . I'm hoping someone reaches out

I was in 16-0-68 and had a problem with a very hot and humid room and was finally given a new room at 16-0-67 after several attempts to correct the issue and there was supposed to be some deductions but I don't see what was reduced or altered for the horrible first night stay. Please let me know what was actually stated and deducted since I had money taken from my account but I am unaware of the deductions.
I have 2 payments taken out of my account for the deposit of $66.67 and a final payment of $183.48 with a Total of $250.15 when ultimately it was supposed to be under $180 for the issues presented or I would have just paid for 1 night due to broken A/C Thermostat and an unaware maintenance man that thought a filter was the cause for the room overheating! This is highly unacceptable and needs to be addressed and I feel I should be reimbursed for the deposit and the first night.

Please contact me with any information!

-Brandon
[protected]@yahoo.com

I prepaid for room through Allegiant and after arriving the desk clerk offered me an upgrade for $20 per night and the resort fee will be $32.99 per night. She stated the room was fully remodeled. The room did not appear to be renovated, the carpet was stained, the sink was not draining properly, and it smelled like mildew. This was my worst stay in any hotel in Vegas. I was charged $39.98 each night for the resort fee instead of the $32.99 as stated during check in. I would like a refund for the $60 and the difference in resort fees.

I did get a good deal at the hotel. We arrived uneasily since my partner and I lost each other at the airport (not STRAT's fault). I ended up having a fall at the airport which required Paramedics/Ambulances/ and staples in my head... My partner couldn't find me at airport and taxi'd to hotel. It took lots to get reacquainted.

The hotel is gorgeous- but not having 50% of the restaurants open, none of the pools (ok it is too cold), Escalators broken, the signage impossible to understand. WE still haven't even found the right elevator section of the hotel to get to the top~ Don't know if it is open? We ask for directions but get half answers- one person says one thing and another something else.

We have a horrible adventure at the MJ concert.

Good stuff... most of the staff is very friendly- might not know how to give directions- but nice. Prices are fair and reasonable. Food - WHAT WAS OPEN- was very good.

Location a bit out of the way. Too much construction which I believe should be told to customers. I have 3 days left- spent one in hospital. Just a big disappointment.

When checked in- couldn't get the room we ordered- 2 queens rather than 1 king- no worries. REALLY would be an advantage to have rooms with microwaves for leftovers and maybe any room with a bathtub (I could care less if I hadn't had a horrible fall). Small improvements - you can make much more money!

Nov 30, 2019, 11 am, Me and my wife were getting tickets for the rides. At the box office level 1, there was a big line, I stood in line while my wife went to check if that was the right line to buy tickets to ride. After hearing her question, Attendant named Ryan rudely said go stand in line. After 30 mins when it was our turn, he said that's not where we get tickets to rides. It's another box office up the escalator. When I politely asked why dint you say it before and made us stand in line for 30 mins, he rudely replied "That's not my problem. Its yours". He wasn't even apologetic for giving us wrong info. I never expected such rude behavior at a 5 star hotel. I'm never coming there again..

I stayed at your hotel for 3 nights from 7th October to 10th October in Room 8106.
Booking done and paid through Agoda.

Resort charges of 74.8 USD and 37.4 USD for 3 nights were paid on 7th Oct through my VISA debit card.

Your Hotel debited another 37.4 USD on my VISA debit card on 10th October

PL refund ASAP

mujeeb.[protected]@gmail.com
+91 [protected]

I had a booking in Stratosphere Casino, Hotel & Tower (Address: 2000 S Las Vegas Blvd, Las Vegas, NV 89104) on Oct 8th for one night. I was checking in with my wife and 2 year old daughter.

I came to the hotel around 5:45 pm on 8th October 2019 to check-in. There was a big line for check-in. We were in line when my daughter started crying profusely. I stepped out of the line while my wife and my daughter were still in line. I went to the front desk to request to provide me a room a bit early so that my wife can feed my daughter in the room. They asked me to go to self check-in. I went there and tried check-in but it did not work out. So I came back to the front desk requesting the same thing. They asked me to talk to the manager. They pointed me to the Manager (Names MJ). I went up to him and requested him the same thing.

He said that you need to go to line and there is nothing we can do in a very rude manner. I requested him again that please I need a room immediately as other guests in the line are also getting worried as my daughter was continuously crying. He said that you need to go to line and if you will stand here I will call the security. I was taken aback. I said security? Are you kidding me? I am just requesting if the process can be done faster thats it.

He said just go to the line or I am calling security. This was enough. I said ok I am leaving but is there anyone else senior to you whom I can talk to? He said there is no other senior member out here and I am the senior most person here. At this moment I finally asked if I can get your business card. To which he denied again.

I then left the front desk and tried calling the 18009986937 number to ask for some help. I talked to the operator and explained the entire situation. She said that she cannot do anything but can connect me to VP Hotels (Mr. Miller). She connected me to his phone but unfortunately it went to voice mail. I left a voice mail in his mail box explaining the same thing.

My wife waited for entire 45 min in the line for her turn. My daughter was crying for the entire 45 min. I also made a video of this entire situation.
Even the people in the line were getting very much worried because my daughter crying. But the manager did not gave a single most attention to this.

I am reaching out to you in desperate situation. The manager did not tell his entire name. He told his name as MJ. If you will check the manager on duty on 8th Oct around 5:45 pm front desk, you will come to know his real name.

He even threatened my wife by saying that if your husband will call senior executive members of the hotel, he will call the security and throw me out of the hotel.

I have stayed earlier in Stratosphere and I had a very pleasant experience but this time it was a nightmare.

I really urge you to fire him immediately. The way in which he misbehaved with me and my wife was never ever acceptable.

Please take very strong action against him.

Hello,

I stayed at your hotel 26 of September. When we checked in I paid extra for a room with a view of the strip.. We got a room which smelled of marihuana. I called reception and we got another room. Unfortunately this room did not have a view of the strip. I went down to the check in desk and asked for a room with a view of the strip which I paid extra for in accordance with the advice at the first check in.. Unfortunately they told me they could not switch me anymore and instead they would not charge the resort fee and extra payment for the view. After leaving I noticed that my creditcard was billed for these costs.. I hope you can correct this mistake as was told to me at the desk that these costs would not be deducted.

Greetings

Maarten van den Biezenbos
Booking number [protected]

Rooms was over 150.00 dollars per night we did not have anything to warm our food no microwave we didn't not have anything to keep our drinks cold no fridge we call for one and it never came. Call desk and ask for bottle water told us they would bring it and never showed up their are so many stains on floor and rest room look like a jail cell. We had mold under our facebowl and wood was chipper on serval furniture items painting on wall mirror in rest room and on rest room counter where mold was also growing upon arriving In the room did find ashes on floor of room and paraphernalia from last guest I will never stay here again

There are no parasols available, only a hand full. And you need to hand over tour ID for a pin.but there are more pinns than parasols. This is redicilius. You can Paul 160 dollar for ome some shade ie het skin cancer. Unortunately the ppl at the towel desk are of no help to
I Will never ever visit this place ever again.
Room 17064
+[protected]
Imfeld

On August 6th, 2019 me and my wife arrived at the casino to play our money as we do each visit to alas Vegas, Nevada. A woman cleaner walked passed me and my wife saying, "OMG it's coming from 444." A few moments later me and my wife were approached by a supervisor named Jordan along with a black male security guard. Jordan said to me and my wife, "If you are smoking anything other than cigarettes you need to leave the casino." Me and my wife have a problem with the way Jordan approached us, because he didn't even check the cameras to see who was actually smoking he just assumed it was me and my wife. Me nor my wife are smokers, therefore we are very offended. Our first instinct was to leave, but My wife wanted to speak to someone else. That is when The supervisor named Chris, whom refused to give my wife Jordan's name provided us with a form to file a statement. Chris was very rude. Me and my wife should not have been treated like this especially since we were being accused of something that had nothing to do with us. If we knew we were going to be stereotyped because of our ethnicity then we would have chosen another casino to spend our money at. There were numerous people around the machines that me and my wife were at that were were actually indeed smoking. This situation needs to be addressed, I've already advised our lawyer on this issue, so a response or acknowledgement would be necessary.

We checked into the Strat hotel on July 22 and were asked if we wanted to upgrade to a nicer room with the refrigerator. We went ahead and did the upgrade for an additional charge and headed up to our room after 12 hours of traveling when we got into a room there was a distinctive smell of marijuana when we asked for no smoking room. We called down to the front desk and were told that they would take care of our upgrade fees due to the smell of marijuana in the room. After checking out and looking at our bill we were not credited at the upgrade fees and when we called to check on it the manager Tonya extremely rude told us that they were only crediting us one night because they cannot do anything about the marijuana smell. If we were supposed to be in A non-smoking room then there shouldn't be any lingering smell of any sort of smoke. Not only was a marijuana smell issue for the room being an upgraded room at a freshly remodeled room according to the agent that checked us in the door to where the fridge was was off the hinges. Maid service came into her room every day but all they did was make our beds. We left the hotel with bed bug bites. We gambled at the hotel one night but after experiencing extremely rude waitresses we decided not to waste your money anymore in our hotel and ventured out to use it at other hotels. This was the worst experience in my entire life that I've had with the hotel company. After staying in various hotels over the span of 30 years this one will be one that I will make sure to let everyone know that this hotel is not one to stay at.

Following our stay at Stratosphere 12th to 15th July I note I have not received a reply to two emails sent to your hotel. Please respond ASAP.

I have checked my paperwork and note it does not state there would be a resort fee.

I queried the charge at the self service check in with a member of staff who was there to assist guests, and told I must pay the fee.

I have today been advised to raise this with you and request a refund based on the fact I was unaware of the charge as the cost is not stated in my booking.

The lack of information and response to my query is not adequate or customer service friendly. I feel it is not correct to enforce unexpected charges on guests when relevant information is not supplied in their booking.

I look forward to hearing from you.

Jocelyn Ingham

I have written a lengthy complaint detailing the horrendous ordeal my wife endured and would like to send it directly to the management of the hotel, in addition to the Chairman of Golden Entertainment Inc. but am unable to find the requisite contact details, which would suggest to me that complaints are not really acknowledged or taken seriously. I would appreciate contact if only to prove that my complaint is actually regarded as mattering. I have photographs of my wife's injuries which were inflicted by the security staff of this hotel to back up my statements.

I checked in on April 26 and upon my arrival my room was hot. I contacted the front desk. They sent maintenance up and they claim that it was due to the sun shining in the room. They end up switching the units and an hour later it was back hot. I contacted the front desk and ask for another room. They stated that they didn't have anymore rooms available and suggested that I get another unit. I asked them what is the proper protocol when it comes to situations like this. They simple stated they couldn't reveal that type of information. I asked was I going to be compensated because upon arrival my room was hot as hell! They couldn't answer my question which pissed me the [censored] off. Maintenance once again changed the units out and the unit went out again. Maintenance came once again and told them that they need to give us another another room. Then they magically gave me a room that they "didn't have from the beginning". I simple asked again how was I going to be compensated because I told them I wanted another room. They stated that they were only taking off $34 for my troubles. Like what the [censored] are you serious. I was hot in my room since the time I checked in until 5 in the morning and the only compensation I get is $34 off. Totally unacceptable! I will NOT STAY AT THIS HOTEL EVER AGAIN AND WOULDNT SUGGEST ANYONE TO STAY HERE EITHER!

April Shines
[protected]

We stayed in this room from April 3-7th Upon arrival room was still dirty hair was all over the toilet and sink in bathroom ashes behind the garbage can... Was asked did we want a upgrade asc well.. Nothing in the room was upgraded no microwave fridge coffee pot, nothing so what was the upgrade fee for... Another thing we had to get linen changed they forgot to put a blanket on the bed so I called front desk they were very rude after waiting 3 hours I had to call again for a cover... My stay would of been better if you train your workers to have better customer service and the room were cleaned .. We even seen mold in different areas

On September 1. 2018. I was denied access to the watch tower and rides floors of the tower due to me being in a scooter which I need for limited mobility. I was told I could not use the lift because I was in a scooter. Only individuals in wheelchairs and walkers are allowed to use it. This policy is in violation of my ADA rights. I should have been allowed access so that I could enjoy the rides. Due to this policy, there children were not able to enjoy the rides they were looking forward too. On August 30th, I was allowed on the lift and experienced no problems. (I did not have riding tickets on this day.). I was told by staff that who ever let me on August 30th violated policy. I was very hurt and the children cried. I should not have been discriminated against because of being on a scooter. My family and I came all the way from New York to experience las Vegas. This was not fair and that policy needs to change. I have limited mobility and should not have been subjugated to discrimination.