ComplaintsforFirelake Grand Casino

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On the morning of December 23, 2023 at about 1:30 am I went to the hotel at the Grand Casino.I booked a stay for the night. Approximately about ***** mins later, we went back to the hotel counter and told them we had to leave. The guy there that morning had longer hair and thinner built. He was there when we requested the room and there we went back down. He told us we would be refunded. We had told them we walked in the room and walked out. We had to leave unexpectedly due to kids at home. He said because, we just did that, he would refund the stay and we should get a refund within 3-5 business and to check our credit card. Few days later we notice there was not a refund. Then called the hotel and spoke to someone, they then stated that we need to talk to ****** or **** with hotel management so they could check the cameras.I just spoke with ****** with 'management'. She was very defensive and not helpful at all. She said she watched us go into to the room. Since we opened the door, she said that we couldn't be refunded. I then stated that could she look at the cameras on the hotel desk to see that we spoke to this man that told us we would be refunded since it was less than an hour and the circumstances. She told me no, it did not matter that it was a "he said she said situation." I then got very upset, because she was telling me essentially I was in the wrong. She was not going to question the employee. She was not going to help me as a customer. I am very disappointed with this hospitality. In the end its not about getting the money back. Its about how we were treated as customers. She refused to even talk to the man that was on the shift that night. I understand they have a policy and I respect that, but to be told we would be refunded and not, then treated like we were in the wrong is very aggravating. We would like an explanation at the very least why this employee told us we would be refunded and then was not.

  Business response

  01/31/2024

  The guest was contacted by our ***** Services Manager and has been resolved. A refund has been issued.   

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

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