Complaints

This profile includes complaints for Imperial Palace Hotel & Casino's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Imperial Palace Hotel & Casino has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Imperial Palace Hotel & Casino

  850 Bayview Ave Biloxi, MS 39530-1701

• 

  Imperial Palace Hotel & Casino

  PO Box 167 Biloxi, MS 39533-0167

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  There is no 24 hour management. Everything got even worse since my original contact. We could not even get help from a manager during the day. There is nothing 24 hours about this hotel besides that they have somebody 24 hours at the front desk same as nearly any hotel located in the United States. Saying this is a 24 hour hotel is a complete misrepresentation. One restaurant open. Can't even order food later than 10. Entire restaurant is empty at 8pm and there's lines of people waiting to get in. I also forgot to mention the ventilation is so bad you can literally barely breathe in the entire hotel. Our first room they moved us out of due to the door not working. The new room smelled so bad of cigarettes. As well as it was so hot due to the heat being on. (Keep in mind it's over 90 degrees here in the south) Our room smelled like people smoked right inside of it. We called who we booked through and canceled the second reservation for the two rooms. The hotel stated to get the refund we must leave the first room immediately (about 9 am meanwhile we did pay for a late checkout. They stated this was due to them linking the two reservations. My mother also had a issue with two large men that work there barging into the room DESPITE the do not disturb sign. Once they realized somebody was in the room they left. This hotel is horrible mismanaged and absolutely disgusting. We found another place to stay in Biloxi that is beautiful, isn't hard to breathe in the rooms, and is ran properly. I do understand it is a very low price point at ip but even that didn't justify the terrible experience. I still couldn't figure out why the ventilation is so bad at ip casino in Biloxi. I visited nearly every casino in Biloxi the last two days, a lot of which allow smoking. None of them smelled anything near as bad as the ip. I believe a visit from higher up management would instantly reveal what's really occurring at this hotel. 

  
  
  

  Regards,

  
  

  ******* ******

  
  
  

  
  

  
  

  
  
  h rooms. There is nobody at the hotel to rectify anything to.
  Reservation is under name : ****** ********

  Business Response

  Date: 08/01/2023

  Mr. ******,
  Thank you for contacting us about your concerns. We were aware that you experienced an issue with your room keys after check-in and apologize for that inconvenience. We would however like to take this opportunity to address and ask some questions concerning the issues in your email as we have no record of the complaints until we received this notification. If you spoke with anyone at the property about these issues, please let us know so we may address the breakdown of communication with the appropriate team members. As a 24-hour Casino Resort, we have Management available at all hours to address any concerns of our guests. If you were told otherwise, we would like to know. 
  Valet has not been offered since Covid. Notification of this, along with the replacement of 2 of the 6 hotel elevators (one servicing floors 1-15, and one servicing floors 16-31), is listed on our website and booking confirmation letters and reminders. We have done our best to inform guests prior to arrival of these service interruptions. Additionally, we have tried to mitigate the elevator interruption by permitting the use of the service elevators during peak times. Unfortunately, these items are unavoidable with current market hiring conditions and the required replacement of aging elevator equipment. Elevators are full due to this replacement process, but they will not operate if they are over capacity limits as the safety of our guests is of utmost importance.
  We are concerned by the statement that you were unable to obtain a second room. The original reservation was for one room, but we were not sold out. We had plenty of rooms available to accommodate an additional room request. Can you please let us know who you spoke with so that we can address that misinformation. 
  You are correct that we do not provide immediate bell service to hotel rooms. This is a common practice with resort hotels and with us permitting guests to utilize the service elevators, we are currently not able to accommodate special requests. Our policy is that bell staff will handle as many bags/packages as a guest is comfortable with them handling, however we would never advise guests to leave any valuables in bags that are not in their possession. Were you told they would only take two bags to your room or were you unable to leave more than two bags due to the valuables in them? If you were told they would only take two bags, can you please provide some additional details on who you spoke with or when/where this occurred so that we can address the issue.
  We will be reaching out to Ms. ******** to discuss the issues and we will address the service recovery options with her since she was the registered occupant and payment provider on the reservation. We thank you for bringing your concerns with your experience to our attention and look forward to any additional information you may be able to provide. You can reach me directly at ****************************.
  Sincerely,
  ******** *****
  IP Casino Resort Spa
  Regional Vice-President of Marketing
  
  

• Initial Complaint

  Date:06/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every time i come to this hotel/casino im told that if i have a room rate i can get it comped depending on how much and how long i play BUT NOBODY can ever give me a formula as to how that actually works. They said play and before you check out they will review it and let you know. however no matter the amount of money or time you play they never do it. They scam you to believe they might but wont even consider it. This hotel scams you into thinking they will consider comping your room and resort fee if you play for a good amount of time and spend alot of money but in reality they wont do anything. They lie to your face because you're already about to check out so it doesn't matter anymore. I've been here many times and EVERY TIME they say the same thing!!! over and over again. I think an investigation into their business practices needs to be had. I do plan on emailing over to the local news stations also to get some coverage on this as i spoke to 4 others who all said they had the same experience. When i checked into this property i paid $80 plus tax and a resort fee. I was told when you play they can review and comp "same story different person" I averaged $450-$500 per play on roulette for several hours not including any slot machine i put money in just to be told i didnt even qualify for a little $15 comp of the resort fee. IP casino scams their guest when really they wont do anything at all for them.

  Business Response

  Date: 07/03/2023

  Although we can appreciate the guest's frustration, there is no simple calculation we can provide to answer this question but we can provide some further education and guidance. Based upon the guest's prior play with us, they were offered a discounted rate of $79.99 plus resort fee. Our regular rate for the two nights stayed with us were $169.99 and $274.99 respectively. If the guest is requesting a complimentary stay at the time of booking, it is explained that play will be evaluated at the end of trip to see if additional discounts or comps can apply as the rate being offered is what they qualify for at that time. 

  Evaluation for complimentary services is proprietary calculation and process utilized by all casino gaming companies. It varies based upon our current reinvestment in the player, the players choice of game type, average bet and length of play. All of this information is used to calculate a  "theoretical" score for a guest and it is then used to base complimentary decisions upon. All accounts are reviewed by the Player Development Team Members before check out. Should a guest wish to speak to a Player Development Team Member personally prior to that time, they can be contacted at the Host desk on the casino floor. As a note, partial complimentary offers are not issued. We do not comp resort fee separate from the hotel rate. 

  The recorded play we have for this guest is well below the quoted $450-500 average per trip. Additionally, the guest has at least two hotel stays where they had zero casino activity. Due to the zero activity trips and the recorded rated play, they have not qualified for additional complimentary items. If the guest feels they are being rated incorrectly at table games, they should speak with table games management the next time they are in to ensure they are being rated properly. While playing slots, the guest should ensure their name is displaying on the screen so that all slot play is captured. 

  Should you have further questions on the process and how it works, we would be happy to explain them in person with the understanding that we cannot provide specific information that would be considered proprietary. Sometimes guests have a better understanding of the process if they sit with a host and have them review their accounts with them. We would be happy to do this with you if you feel it is warranted. 

  Thank you.