ComplaintsforHorseshoe St. Louis
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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Facilities Issues
- Status:
- Resolved
We booked a non-smoking room and when we got there it had CLEARLY been smoked in. We also noticed a VERY nasty room. Simple things to clean had not been cleaned in weeks. (See pictures). We booked through Expedia and were told we would have to get a refund through them. When I contacted them, they said the hotel would not approve the refund, regardless of the promise of a non-smoking room and the biohazards in the pictures.Business response
07/16/2024
We do apologize for the unpleasant hotel experience that ************* had. Our records show that Expedia refunded the cost of the stay to **************. We have recently hired a new hotel manager who is happy to contact ************** to ensure that she did in fact receive that refund from Expedia.Customer response
07/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.