Menu
The Strat Hotel Customer Service Phone, Email, Contacts

The Strat Hotel
reviews & complaints

www.stratospherehotel.com
www.stratospherehotel.com

Learn how the rating is calculated

1.1 41 Reviews

The Strat Hotel Complaints Summary

1 Resolved
40 Unresolved
Our verdict: If considering services from The Strat Hotel with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for The Strat Hotel has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Click here to get notifications about new complaints of The Strat Hotel. We promise not to send you any unrelated messages
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review
File a complaint

The Strat Hotel reviews & complaints 41

Sort by:

Newest The Strat Hotel reviews & complaints

ComplaintsBoard
A
7:07 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Hotel rooms and reservations

This was a horrible stay ! They overcharged me , did not return charges made to my card that were not authorized, the rooms were crappy, stank, and were hot.

Hotel staff at check in were not helpful unfit to answer any questions and I was not offered any resolutions to my issues I had addressed to them . I was locked out ofy room for 3 hrs. And they didn't make me the right key for the right room 3 times!

Never will I stay there again!

Claimed loss: 150.00

Confidential Information Hidden: This section contains confidential information visible to verified The Strat Hotel representatives only. If you are affiliated with The Strat Hotel, please claim your business to access these details.

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
J
2:02 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Nasty room/bathroom

I originally sent an email to The Strat 9/15/23

I stayed at The Strat 9/12-9/14. Checked into Room 20-011. In the Select tower. I booked The Elite 1 King.

I was very disappointed at how my bathroom looked and the refrigerator not working.

The first day I put my bags in my room and insulin in the refrigerator and went to find friends that stayed at another location, so I didn’t realize the refrigerator wasn’t working. I am a diabetic and with the refrigerator not working, I had to put my insulin in the ice bucket later that night and had to keep going back to the room to change the ice after melting. Very big inconvenience when you’re touring the strip and worrying if your medication (all day the next day too until a room became available) is ok and didn’t see the bathroom until later that night when I returned. Front desk said there were no rooms to move to because they were booked and said to call back in the morning. The bottom of the tub was nasty too. I showered in someone else’s room the next morning.

Stopped at the front desk the next morning and showed the pics to the young lady assisting me. Her mouth dropped open and she couldn’t believe the bathroom was in that condition. She offered me $50 on a gift card to use at the hotel. I appreciate the offer, but that was not acceptable for what I endured. I couldn’t sleep. I was told I would get a text by 1p when a room was available. Hadn’t received a text by 3p, so I called the front desk and was told not yet, but would be contacted. I called back at 5:30p and was told a room was on hold for me and to come to the front desk. That was too long to be waiting for a room.

Received the keys to room 20-088. Not in the Select tower. Opened the door and the marijuana smell was strong. This was supposed to be a non-smoking room. Refrigerator was making a loud noise (but it was cold). Called front desk to have them send someone to check refrigerator, and facilities man came quickly. He did some things to the fridge and the noise stopped. He smelled the marijuana smell too and confirmed it was a non-smoking room. Said he smelled it in the hallway too. I called the front desk again while he was there and had them notate on my folio that I do not smoke, but the room had the smell in it when I arrived. I sprayed room spray and tried to sleep that night. It was hard and I was up most of the night. I use an inhaler daily and that smell was not helping.

In the pics from room 20-0011, there is black mold in one corner of the tub and around the sides. That nasty, rusted corner with the hair is disgusting. It was like that also around the toilet and the baseboards.

I didn’t receive the services I paid for and it put my health at a high risk. Spoke with my doctor this morning about this because it gave me bad anxiety. The thought of it now really disturbs me.

I want to share these pics on social media, but I really like The Strat and it wasn’t my first time staying there. I’d appreciate communication from you on this matter.

Joyce Brown

[protected]

Read full review of The Strat Hotel
View 0 more photos
Hide full review
ComplaintsBoard
M
11:14 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Was charged almost 700 dollars

I book a room for April 20-23rd of this year for 1 yr anniversary our flight was cancelled I called to get dates modified just to find out I not only was disappointed the guy answering phone was rude as hell I scheduled another reservation for 27 th and it was not my fault flight was cancelled but to just get over on people is just too much every time I called I’m on phone for hours I don’t get it so anyone stay here at this hotel you need be very careful about your reservation or you will regret it and will be charged I’ve learned my lesson not sure if I want to ever stay at strat if this how they treat there customer

Desired outcome: I want my refund for 20-23 that was charged to my card

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
H
2:06 pm EST

The Strat Hotel Customer Service

Made a reservation but I mistakenly put my nickname not the first name on my drivers license and checked in via kiosk without a problem except it did not provide keys, meaning the kiosk was a waste of time as I ended up in line for the front desk. This kiosk had no problem scanning my DL and taking my money but when I get to the front desk they tell me my reservation name doesn't match my DL so they can't give me a room. WHAT! You have my money, all other info matches except my first name and your policy says no room. Do you know how many celebrities make reservations under fake names...do they have to deal with this, I doubt it. Granted, I'm no celebrity but why is this a big issues. I sat around the lobby for hours going back and forth before it got worked out. What the hell happened to customer service...sheesh

Desired outcome: Take a look at their policies and make changes

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
M
4:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Doble Charge on my staying

Hello I wanted to tell you that I stayed at the hotel from October 13th to October 17th and I was aware that you made two charges for the payment of the fees. The first one was done when I arrived at the hotel along with the deposit and on 17th at night they made me another charge for the amount corresponding to the fees.

Please if you can review my case to return the money I have been charged double and at the same time the deposit that I have not received back.

I remain pending for any clarification and I attach the photos of the charges and the information of my reservation.

Desired outcome: Please refund

Read full review of The Strat Hotel
View 0 more photos
Hide full review
ComplaintsBoard
M
1:11 pm EDT

The Strat Hotel Attractions was so hot they have burned my daughters and wife skins

We visited yesterday Wednesday 8th June at about 3pm the viewing area was amazing but when we went on the xtreme ride the metal bars was so hot the safety rail could not stay closed and caused a red like burn to the skin, when we asked if you had anything to put there they said no snd when we asked if we could get a refund on the attractions was told no as well and was told to come back at 8pm, we was not able to come back as had other plans, this spoiled what was a good visit otherwise, after looking online it seems this is a common problem so maybe this should be looked into.

Desired outcome: Would have been nice to of been given the refund

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
C
11:24 am EDT

The Strat Hotel Bitten by Something in their room

I stayed at The Strat Hotel from April 22nd to April 24th. My room had 2 beds. I slept in one bed Friday evening and slept in the other bed (closer to the room door) on Saturday. I woke up earlier than normal due to scratching in my sleep. When I got out of that bed, I noticed 2 bites on my face, one bite on my neck, and 2 bites on my face. The bites on my face caused an allergic reaction and turned into impetigo.

Desired outcome: Full reimbursement or we can agree on a possible outcome

Read full review of The Strat Hotel
View 0 more photos
Hide full review
ComplaintsBoard
C
4:10 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Hotel Room upgrade

I hate to write this, but y'all didn't do very well during our stay this time around. The cashier helping us was really great, but the line was long because the self-check-in machines were not working that night, so as we finally approached the hotel desk we weren't in the best of moods. We upgraded our hotel rooms though, for more money, so that we could have two rooms next to each other, which we didn't know would be an issue without an upgrade, but we upgraded nonetheless, and when we opened our doors, the smell in the hotel was incredibly disgusting, it smelled of vomit with cleaner trying to mask the smell. Very awful. We tried to switch rooms, but the phone line wasn't taking our call and the line in the lobby was long all night after having waited in it the first go-around. We tolerated the room, because we had another room next door to hang out in. But bc the rooms weren't attached we propped the door open momentarily to go between rooms. To make matters worse, while we were gathered in one of the rooms (there were 6 of us sharing 2 hotel rooms next to each other) we got robbed. So, not only did we have to tolerate the bad smell in our hotel room that we paid extra to upgrade to, we also got our stuff stolen. It was not a good stay and we were very upset. We have stayed at the Stratosphere before and that's why we chose it again, but we won't be staying there again and certainly won't be telling our friends to stay there. If there's a way to get our money back we may reconsider.

Courtney Webb

[protected]@gmail.com

Desired outcome: Compensation

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
M
7:04 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Jackpot

I won a 3600 jackpot and was unable to get my money due to the policy in place only at the stratosphere of having to have my social security number match my ID on account of the fact that I haven't used my social security number in many years I cannot recall the number. I am going through so much trouble to get a replacement card since I'm from out of state and then don't have a car here. [protected]. Please call me and tell me I can come pick my jackpot up

Desired outcome: I would really like to be able to collect my jackpot with my identification license from the state of Tennessee where I'm from

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
S
1:50 am EDT

The Strat Hotel Checking out

Lost my leather jacket and left voicemails with house keeping and no one has called back. Checked out but haven't gotten receipt and called twice to resend and it hasn't shown up

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
R
11:56 am EDT

The Strat Hotel Hotel room

The hotel room was horrible the side of the floor by the bed were stained badly which I have pictures to show for the bath tub was clogged there were not anymore rooms available there so I just showerd how ever I could since I had an event to be at at a certain time when I brought up all of this to front desk she says I will take off resort fees that is it I feel like I should give two nights free stay in a more REMODELED room this sucks we come here each year and stay here for the handball tournament across the street I will think about it for next year for sure this is not cool

Read full review of The Strat Hotel
View 0 more photos
Hide full review
ComplaintsBoard
L
9:25 am EDT

The Strat Hotel Lack of service

I was charged $1300 to stay at The Strat and I feel totally gipped. First of all, none of the staff seems to know any answers to any questions. Our refrigerator was not working. We discovered that it was unplugged and called the FD to have someone come up and plug it in. It required to be moved out of the compartment and the entire console had to be shifted. Instead of handling it properly the Maintenance person simply took the refrigerator out of the console and pushed it up against a wall with an outlet and left it on the floor. We called the FD back, explained what happened and asked that it be properly handled. No one ever came to resolve the issue. Housekeeping never left washcloths. We had to call daily to get enough washcloths and towels. There was only 2 of us in the room. That shouldn't have been a difficult task. There was no iron in the room. We called 3 times to get one and was finally told that there were none available and that we'd get one if one does become available. That never happened. The Concierge was missing for well over an hour and a half on 10/21/2021 around 5pm. We wanted to purchase tickets but there was a sign up stating that they'd be back momentarily. After waiting 40 minutes we asked the FD for assistance only to be told that they have no way of contacting the Concierge because that staff is independent of the hotel. We waited to see if the Concierge would return and someone finally did... right before it was time for them to close at 7pm. We were given vouchers for attending a very long timeshare tour that amounted to crap. We were never told the conditions of those worthless vouchers for the Casino Royale. You can only use them at that particular Casino and only on designated promotional machines. Only 3 of the machines were working properly yo even accept the voucher. You had to win over $100 dollars to even be able to profit anything and it was very clear that those machines were deliberately programmed to never allow winnings. Why bother giving a guest something so worthless? The North Tower elevators were horrible. There were 6 elevators but only 4 appeared to be working at all and they were extremely slow. Guests would be lined up outside of the elevator lobby waiting for an elevator. Our stay was not a very pleasant one. The best part was the Top od The World dining experience. The rest of the staff definitely needs to take notes from them on how to treat guests and actually exercise Customer Service.

Desired outcome: Unsure

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
H
11:09 pm EDT

The Strat Hotel Kitchen stuff

Yesterday at 6:30 PM I made a reservation for me and my wife anniversary had a bad experience I was sitting right next to the kitchen where are you can hear everything not only that the people there were laughing like psycho people some female people made me and my wife and other people uncomfortable I hope they can teachThe people there how to be professional

Desired outcome: Teach the people in the kitchen how to be more professional

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
K
11:03 pm EDT

The Strat Hotel Housekeeping

I checked in on July 11th. I have a room that's for two people. First we get to the room and there is only one towel and one wash cloth. I called for more they said oh sorry we are out. How can a luxury hotel like this be out of towel. The heat is 114 degrees and up we go outside and sweat and come back to the room and have to stink because we don't have any towels and we should not have to go out and buy our own towels when that's something expected when u pay almost 200 bucks for a room. Secondly the housekeeping number never answers I went two days straight with no housekeeping service so not only did we have to stink but then sleep in the same stink sheets that night

Desired outcome: I want some kind of refund or some money back cause this is ridiculous

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
K
7:54 pm EDT

The Strat Hotel Sky jump

We are from Utah and we have tickets to do the sky jump off the stratosphere. We have driven down TWICE to do the jump and shown up to find that it is closed. The first time our reservations were cancelled because of the wind, but we weren't given any heads up at all. The second time, we made reservations at 5 and they called at 4:30 to tell us that they were taking a break and cancelling our reservations. Are you serious? This is ridiculous. We have spent so much money on this jump and for gas money to get down here. Something needs to happen.

Desired outcome: Retribution for my terrible experience and my money wasted.

Read full review of The Strat Hotel and 1 comment
Hide full review
1 comment
Add a comment
K
K
Kedjones22026
Bristol, US
Jul 12, 2021 11:04 pm EDT

Did you ever get a resolution

ComplaintsBoard
T
10:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Stay at hotel

Hi I stayed at your hotel the 23rd 24th and we checked out on the 25th we had a sweet that was supposed to be smoking and then when we arrived we got a non-smoking room were lied to. we were told that you guys do not have any smoking rooms the person that we were traveling with had a smoking room the customer service was unprofessional they were rude disrespectful are toilet was backed up we had to unplug it ourselves cuz nobody ever came we had no hot water so we had to take showers in warm water and the lighting in the room was very very dim we couldn't see anything I was very disappointed at my stay and I still haven't received my deposit back I was charged $100 $50 per night and never received my money back I would appreciate somebody getting back in touch with me at the following email address Sanchez Tracy 113 at gmail.com thank you

Desired outcome: I would like a refund for everything I had to pay plus my deposit back

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
S
10:16 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Parking Garage

So I parked my car in the parking garage and someone literally stole my car. I got there on Monday and I went down to my car on Wednesday and it was gone. So security just act like they wasnt going to do nothing. I basically had to call the cops myself and when I did find my car everything was gone radio, tools, and 2000 dollars that I was going to use for gambling. I would have never thought that someone would break a window in the garage and just take my car. I had to spend 370 to get someone out there asap to fix the window because I took a rode trip all the way from New Jersey. I said never again I will be staying somewhere else where their security officers actually patrol the area.

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
K
11:13 pm EDT

The Strat Hotel Unsatisfied with the whole experience

My whole stay at the Strat was less than par from the poor customer service, to the hotel staff not filling simple requests such as getting an extra roll of toilet paper after 2 calls. The smell of weed was totally aweful and the noise level in the hallways all hours of the night was extremely unacceptable even after 2 complaints. Now my main concern is that I still haven't received my $200 deposit that they took when I checked in and when I called in today it took me 3 calls with about 23 minutes each call of hold time to speak to someone to reach Sandra the manager to get yet more rude service. After I that everything was resolved, I looked at my account and now there has been an unauthorized charge on my account for $468.70. Making my account to be over drawn charging me $39. Again calling in on hold and spoke with a lady named boung and she was SO rude after 10 minutes of her dismissing me and telling me it was not her issue I needed to call Accounts Receivable. When I asked to speak to a manager she said there was no manager in the whole hotel then proceeded to hang up on me.

Desired outcome: I want my original $200 deposit and my $460 that was unauthorized

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
M
8:13 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Strat Hotel Overall hotel stay experience as well as resort fees

My husband Jose Gonzalez reserved our rooms at the Strats for Friday March 26, 2021 until Saturday March 27. He was charged taxes on resort fees which is crazy to charge these fees on top of taxes. We were given a room on the Essential building. Which let me tell you, it looked like that part of Strat has been neglected. Like as we were walking through the hotel I was telling my sister -in- law and her husband who also booked a room and they as well were not happy with their stay. well I was telling them how beautiful this place is and bragged about how I been staying here at Starts every time we visit Las Vegas for like 20 years. Well, I was embarrassed that were were put in this nasty dirty hotel. Omg my house and my bedroom is ten times better than the room that was given to me. we stayed in room 4-208. Toilet paper kept falling off the holder and I needed to keep throwing the paper that touch the ground away. then the light switch by our bed was not plugged in and when we finally did plug it in only one side worked. we were unable to sleep the air wouldn't turn off. it was loud and I was not able to sleep. I was given a room that faced directly to the air unit which I can imagine is for the whole facility. I was put in a smoke area, which I don't smoke. I feel like we were not given a chance to pick our own room and were given whatever. I have a question did you guys forget about that part of the hotel? even when you walk to the elevator the floor changes from nice marble to nasty old 1860 rugs.it smells bad and hallways are dirty and I felt like I was in a horror movie waiting to be murdered any minute. I mean I'm upset. I came to have a great time to celebrate my graduation, birthday and anniversary which didn't happen because of Covid. I'm not able to fly to my choice of vacation due to Covid needed to cancel my resorts so instead I chose to drive to Las Vegas and m very disappointed. I felt I wasted my weekend in this nonsense. I don't think I ever want to stay at the stratosphere again. we went to another hotel the next day and there I had the best night ever. non smoking clean beds, air worked, heck even the pool had space for us to get in. Strats hotel needs to be taken care of that whole essential building needs to be remodeled.The outcome I wanna see is a refund because that was a nightmare and I will be telling my friends not to stay there ever. I was so embarrassed that I decided not to even take pictures I did take of the hallway but omg I stopped there. As soon as I saw the room I wanted to cry. Because this trip was about having fun and recording my stay. I don't want my friends laughing at me so not did not record that nasty room. my email is [protected]@yahoo.com if further info is needed I can send you the info.

Desired outcome: I want to get a refund.

Read full review of The Strat Hotel
Hide full review
ComplaintsBoard
A
5:10 am EST

The Strat Hotel Uncomfortable beds

I have a medical condition and the mattress was so uncomfortable I couldn't sleep, was in pain and couldn't joy myself. I spoke to 2 managers and a supervisor. They did nothing the 1st time, gave us 2 comforters the second time I complained and 4 pillows the supervisor said all the mattress are the same but I can change rooms the 3rd time. It didn't change at all. I came on the feb 10th and will be leaving on the feb 15th. I came here to enjoy myself and I can't. My body hurts and now my attitude is reflecting from it. I feel nothing was solved. My room number is 21-081. We had to take the mattress of the sofa bed and that didn't do much.

Read full review of The Strat Hotel
View 0 more photos
Hide full review
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

The Strat Hotel contacts

Phone number

+1 (702) 380-7777

Website

www.stratospherehotel.com

Most discussed The Strat Hotel complaints

hotel room
1
(opinions to this review)

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with The Strat Hotel?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with The Strat Hotel Customer Service. Initial The Strat Hotel complaints should be directed to their team directly. You can find contact details for The Strat Hotel above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about The Strat Hotel. Discuss the issues you have had with The Strat Hotel and work with their customer service team to find a resolution.