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OYO Hotel & Casino complaints

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115 East Tropicana Avenue
Las Vegas , NV 89109 | Get Directions

(702) 739-9000

https://www.oyolasvegas.com/

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Total Amount in Dispute:
$100.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against OYO Hotel & Casino closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against OYO Hotel & Casino

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12/11/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $100.00 Amount Settled: $0.00

Customer Complaint

11/17/2022

We stayed with them from 116/22 to 11/8/22 and was charged a 100$ deposit and was told today they was keeping it for a smoking charge. We don't even smoke We had our 11 month old grandson with us and asked for a non smoking room upon arrival for that reason. I called the hotel today and the lady st the front desk was rude and said they had devices in the room that showed We was smoking I told her that was impossible due to us not being smoker's and she said that it goes through a third party and the charge was nonreversable. I told her that the whole casino smelled like cigarette smoke and weed smoke at that. This is just ridiculous to keep my deposit for something that was not done. Especially since the room was not in good shape the balcony door was broke the main door would t even lock or shut all the way rust in the tub and was dirty but we stayed because it was cheap and affordable this is a scam this hotel has going on. Resolution Sought I want my 100$ deposit back.

Company Response

11/22/2022

We have devices in all our rooms that monitor for smoking, that also include vaping and E-Cigarettes . There were 2 notifications of smoking events while the guest was staying with us. We have reports that we can share with the guest.

Customer Rebuttal

11/27/2022

I just don't see how this is even possible because we DO NOT SMOKE OR VAPE OR USE ANY KIND OF TOBACCO DEVICES. I sorry but I find your devices faulty or it had to be from the previous guests or something. I would not be wasting my time or the BBB time for this investigation if I was not finding these allegations from your "devices" to be complete false. Hoe many other people have been accused of smoking when they have not? This is just absolute unfairness to myself and any other guests that stay at your hotel that loose money for being accused and called a liar by a so called device that you use in a hotel where people smoke in the halls in the elevators in the lobby it is ridiculous. I just want my 100$ deposit back because we did not break any rules we did not smoke in the room.

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