ComplaintsforSunset Station Hotel & Casino

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 24, 2023, I fell at Sunset Station Casino due to negligence of ripped carpet. This casino is very dangerous and a serious hazard. The carpeting is very run down and has rips, holes and metal pieces sticking up every where you walk. People need to beware that this casino is dangerous. I have suffered with severe headaches, bruises and body trauma due to their negligence. After six months of working with their insurance company with no end in sight for a settlement, on April 10, 2024, I made a phone call to ****************** Di *****-Director of **************** making him aware of what I had been experiencing, which has been delays, lies and procrastination about when my claim would be processed by the insurance company representing them.On April 17, 2024, I spoke to ******************-Director of *************** and his assistant, *****************, concerned that I had not received my check. The insurance company (Sedgwick), had told me and my daughter that the check would be sent overnight on April 15, 2024.I also spoke to *************************-Vice President of **************** he informed me they do not do business in the way the insurance company had been handling my claim and that he would be sending the check to me by Tuesday, April 23rd. I spoke to ***************** on the phone and she told my daughter a different story about the check. She said the Vice President of *************** did not tell her he was going to send the check off by Tuesday. When my daughter spoke to ***************** she explained to her my bills are in collections and I am receiving calls daily. ************ had the audacity to tell her they need to wait. She obviously knows it is going to mess up my credit and that is not the way to talk if you are a professional business lady and especially to someone who got hurt on your property.These people work for Station Casino which is a billion dollar company, they should be more organized and give consideration to people after getting hurt on their property.

  Business response

  04/30/2024

  All carpet on property has been replaced which has resolved all issues of torn carpet being a hazard.

  The check in question is in process, and ************** has been informed that a rush request was placed on the check but set-up of accounts and approvals may still take some time and that checks are typically cut on Tuesdays and Thursdays, however, because of the rush request the check could be printed any day during the week once set-up is complete.
  ************** was also informed that as soon as the check is printed,she will be notified, and the check will be sent via certified mail requiring her sign to receive the check, which will be done within the 30-day compliance statute per NRS 690B. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a double room for my family at Sunset Station Hotel and Casino in *********, ****** for Labor Day Weekend 2022 September 2-5 2022 at a total cost of $699.00 which at this point has a year of interest included. After about 3 hours at approximately 9am, we became aware that our room had bed bugs! My brother who was sleeping on the rollaway got the brunt of the attack. We immediately filed a report with the front desk whose incompetence showed when they were unable to provide us with suitable alternatives to managing this issue. We left the hotel to allow them time to make arrangements but upon our return, they offered us another room with another rollaway (which is where we believe the bed bugs originated from). Due to this, we were left with no option but to leave the hotel in the early morning with absolutely no place to go and having to find a hotel room in the Vegas area on a holiday weekend. I would think that based on this situation an IMMEDIATE refund would have been offered after such a traumatizing experience. After one full year, there is no resolution. I've not been refunded the amount paid to the hotel, my brother filed a claim that has yet to be resolved. Things happen, but the way companies handle these situations make the difference. I am disgusted that Sunset Station has skirted their responsibility and ultimately their liability in this. I've reached out to management regarding this matter and still nothing. I really just want a refund and for this to happen to no one else. I don't believe that anyone should have to pay for a hotel room that was simply insufferable, no one should be asked to serve themselves up for bed bugs.

  Business response

  09/20/2023

  This has been an ongoing conversation with Ms. *** and IIS.  Ms. *** made her reservation through a third party wholesaler for 9/2/22-9/5/22.  As a result of Ms. *** arriving late on 9/3/22, without prior notification, the first night room and tax was retained by the wholesaler.  Shortly after checking in, Ms. **** brother, Goldmon Mix, returned to the front desk with allegations of bed bugs in the room.  Security then met with Mr. *** and took report of the incident.  At this time Ms. *** made no claim of injury.  Ms. *** and her brother were offered a room change, several hours after moving rooms they then opted to check-out.  The hotel worked with the wholesaler to obtain full refund to Ms. *** for the remaining days.  For any further refund, Ms. *** will need to contact the third party wholesaler.
  
  Ms. *** has since contacted Security wanting to file a claim,even though she sustained no injuries/damages as a result of this alleged incident.  Claim forms were sent to Mr. **** and he has since refused to complete them.  Therefore, the matter has never been brought before the Combine Claims Committee.
  
  As for the allegations related to bed begs, the room was inspected by EcoLab 3.5 hours after the incident was brought to our attention.  Per EcoLabs inspection report, no insect activity was found in the room where the incident allegedly occurred. 

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