ComplaintsforLegends Casino

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I reserved 2 adjoining rms ahead of our 1 night stay on 7-15-23, #**** & #****, which we found double-booked when we arrived @ 4:30pm (check-in time is 3pm). I was told the hotel was full but the receptionist manager, *******, said she would call me in 30 min when they found rms available. With no call-back 45 min later (5:15pm) I called reservations to say we would drive on since they had not called back with rms for us & that I expected NOT to be charged for what they had NOT provided. I pre-reserved the rooms with my **** card and was to pay at the hotel. I put the two $124.52 rm charges in dispute on my **** card on 7-20-23 after unsuccessfully trying to resolve this with Legends Casino Hotel.The morning of 7-20-23, I called Legends Hotel manager ********************************* with a request for $249.04 (2 rms at $124.52 each) to be credited to my ****. Over the next 2 days it was put through an additional 3 ********************* Some of their names are **************************************************** who called me twice on 7-21-23 to tell me they would "compromise" by crediting for 1 of the rooms, but not the other that I reserved for ***************** because "they were working on getting me rooms". I don't believe they would have come up with rooms and were putting us off. At any rate they had NO ROOMS for us late in the day, so they reneged on their responsibility. This happened to another couple I met at the Casino that night. I believe their practice is to double book rooms. It's the customer's tough luck if they gave their reserved rooms away to a VIP, in our case they went to "the band" as the first receptionist said to ******* after she admitted to me that they double-booked our rooms.

  Business response

  08/17/2023

  ************** booked one room, and members of her family booked a separate room. At check-in, she requested adjoining rooms to her family, but since the hotel was fully booked, that was not possible. The team requested her patience as they attempted to at least find two rooms on the same floor to assist her. In doing that, the front desk needed to make verifications that the rooms were clean and ready as those were not the rooms originally slated for ************** and the other party in her family. It did take some time, and the both families chose to leave the premises.
  
  We have a no refund policy for the day of cancellation;however, the manager on duty who spoke with ************** refunded her room. He could not refund the other room because it was not booked by her.

  Customer response

  08/24/2023

   
  Complaint: 20381900
  
  I am rejecting this response because: Legends hotel does not have the facts straight. The facts are that I alone reserved both rooms for July 15,2023 under my own **** credit card ending in -9873.  At that time, I put in the names of my family members who were to occupy the second room as required by Legends.  Legends charged my credit card for both rooms,only refunding the cost for one of the two rooms when I called them to complain.  I will attach a pdf of the two charges made on my card July 16th, 2023.
  I arranged for adjoining rooms in advance of arrival,  twice having called **** at their reservation desk to secure ahead of time on both July 4 and July 13 (they were adjoining rooms #**** & 6032).  But when we arrived 4:45pm July 15, hotel reservation desk said they double booked our rooms and gave them away.  They also told me that they were fully booked and doubtful we would get a room.  I then complained to manager ******* who said she would try to find rooms "on the same floor".  After waiting about an hour without a callback, despite the fact that rooms should have been available at their 2:00 PM check in time, we decided to leave, continuing the 3.5 hour drive home from Legends.Although I informed them that I expected not to be charged for the rooms, they charged for both and still need to refund the $124.52 I paid for the second room.
  
  Sincerely,
  
  ***************************

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