ComplaintsforYaamava' Resort & Casino

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 2nd 2022, I called Yaamava to schedule my honeymoon, a stay of two nights, over the phone. The agent said they would charge $200 per night to my card. They lied. They charged $750. On November 20 2022, we checked in and they said that they'd take an additional $100 per night for incidentals. They charged me $695. Another lie. If you have a credit limit, or finite funds, steer clear of this place. They will charge you to hell and lie about it the while time.

  Business response

  12/05/2022

  ****** -

  Thank you for the feedback; we are sorry about your experience.  Based on your experience, we reached out to the team to try and learn what occurred.  This reservation was reserved with one of our Supervisors in VIP services. The reservation was at a discounted rate which requires the first night’s room and tax charged for a deposit.  Upon check in we authorized the credit card for the remaining nights plus a $100 credit card authorization per night.

  
  

  I hope this clears up any confusion this may have caused, if you require more information, please reach out to us at >>> Yaam*********ontact.

  -Yaamava' Resort & Casino

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought tickets to a show at the casino. We arrived 45 minutes before the show and circled the parking lot for over an hour and never found a parking spot. We were also told we could not valet. There was absolutely no way to park. Finally we just left because our show was 30 minutes in and we still had no chance of getting a spot. There were no spots dedicated to the theater. There was nothing and no help from staff. We drove two hours and did not get to see our show. I feel Yaamava should have space availability for people who bought tickets.

  Business response

  11/07/2022

  Hi ***** -
  Thank you for the feedback and apologies on the issues you experienced while visiting us.
  
  Information on our parking structures and overflow lots can be found here >>> https://www.yaamava.com/faqs.
  
  A member of our team will be reaching out to you shortly.
   -Yaamava' Resort & Casino

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Looking to get a refund for Tickets from an event that was postponed for next year at their restaurant Rock and Brews, event was for November 11 2022. I purchased two tickets through the app AXS for 86.52 on October 24 2022, I tried to cancel but the Box office at Yaamava don’t give refunds, Adam at their Box Office saids so, which is against California Code 22507 The Tickets were purchased after the show was postponed

  Business response

  11/04/2022

  Hi ***** -

  Thank you for the feedback. The show has been cancelled and refunds are available at the point of purchase.  AXS also started issuing refunds yesterday afternoon through their ticketing system as well.

  Apologies on the confusion.

  -Yaamava' Resort & Casino

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This Casino is something else I’m so tired of there rude staff. They tell you one thing but do another always. You always have to make line for your gift even though you are disabled. Your better off donating your money to this casino because there machines are never winners no matter your bet. Unless your going $20 bets or higher but who has money like that to spend just so you can loose always. Also there’s always homeless people trying to sale you gold chains or rings. You can ever play In Peace because either is pack like a zoo and you can’t play the machine you want unless you wait hours just to play what you like. Then they give you gift even though you are one minute late they will never give it to you. So you telling me I drive 2 hours there and back and I can’t get the gift I drove hours for. I need a corporate employee to contact me regarding all of my issues. Also just remember you are better gambling your money at Las Vegas, Morongo or Pachanga at least you have a chance to win some money.

  Business response

  10/13/2022

  Hi ****** - 

  Thank you for your email. We have had a member of our team reach out to you and leave a voicemail and would love to connect. Really sorry to hear you did not have a five-star experience while visiting us. For our gift program, we post the hours of redemption as part of all of our communications with the guest and unfortunately, if we make the exception for one guest, we will have to make the exception for all. Please be aware of the redemption times to participate in the promotion.

  The behavior you mentioned regarding soliciting is against our slot house rules and subject to ejection/ban from the Casino. If you witness this behavior, please let one of our friendly team members know. All of our slots pay out according to industry standard – we hope your luck changes soon and you can join our long list of daily winners.

  We look forward to connecting. Thank you for being a Club Serrano member.

  -Yaamava' Resort & Casino

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been coming here for a few years now with my wife. We have endure so much issues in there Casino with people trying to sale us Gold necklace, rings and other jewelry while playing your slot machines. I’ve also have had homeless people asking me for money or anything I could donate. Then it gets worst since they allow crack heads and drug attic’s to come in there bathroom sometimes smell like cigarettes or drugs. Plus they are walking around collecting vouchers of machines that’s how my wife and I had lost few hundred dollars while going to the restroom or collecting our gift. They don’t have enough security walking around only standing in one place don’t help anyone. Then when I ask for Supervisors they want to kick me out because I’m upset that drug attic’s took our money. We work hard to come try to get Lucky for once. This Casinos Supervisors are unprofessional and need more training. I’ve had several managers take down my info that they were gonna do a investigation and call us back. But no one ever calls us back. They have also damaged my vehicle in there parking lot and no one returned my phone call regarding my damages on my vehicle. Stay away from this Casino they don’t pay everyone looses and your chances are extremely slim. Only way you win big if you already rich then you got no worries of loosing because sooner or later you will hit big. Trust save your money or try a different casino you will loose indefinitely here at San Manuel Casino. I need someone to call me finally since I had to involve a third party just to get things resolved after many attempts myself. Also your Hotel customer service and managers are a joke why give us Free stays if we can never use them because you are always book. Then your supervisor tells my wife she could book any day would be open for her but that was a lie. It’s just headaches with your casino. So now I have to drive 2 hours there and 2 hours back home. Having kids that’s not easy at all.

  Business response

  08/28/2022

  Mr. ******** -

  Thank you for feedback. We take such allegations seriously and opened an investigation into this report. On Monday, Aug. 8, 2022,  our Customer Service team began contacting you and left a message to discuss your customer service experience while visiting Yaamava in an effort to learn more about the complaint and find a resolution. The team checked the account and had no record of any complaint filed with our management team. On Tuesday, Aug. 9, 2022, our management team connected with you and listened to your complaints. While we had offered make goods in attempt to recoup the customer service situation, we were unable to confirm any report or damage to your bumper and you ended the call with our team. We had hoped to recover the situation, but we have no record of any complaints regarding the bumper nor any other complaint about our services.

  Our DPS officers work around the clock to keep our guests safe. Each of the behaviors that were listed, are violations of our policies. Should any of these occur, the offender would be subject to ban/ejection. If you or any other guest should witness such behavior, please contact one of our friendly team members and we will quickly handle.

  Our Club ******* members earn fabulous rewards like comps and discounts to the new hotel. Each offer is available on a first-come, first-served basis as we do have a limited number of nightly availability. We do hope to have you stay at the new resort soon and all of our slots pay out according to industry standard as part of our World Class gaming offering.

  We hope your luck changes soon and you can join our long list of daily winners!
  -Yaamava’ Resort & Casino

  Customer response

  08/30/2022

   I am rejecting this response because:
  
  Everything you wrote were lies you denied to fix my car after been damaged in your parking structure. Plus you had your Supervisor ***** call me just to be condescending and not caring on what I had to say with my wife. We have lost over 50,000 just playing there with your stiff slots you have. That’s why now when you go you only see crack heads and drunks running around so uncomfortable. I no longer will recommend this casino only talk negative because that’s all we know.

  Business response

  09/02/2022

  Hi ***** -

  Thank you again for your note and we're definitely apologetic that you did not have a great experience while visiting us nor could our service team help with the situation when we connected via phone. 
  
  

  In regard to your vehicle - to file a claim and begin the Tribal Dispute Resolution Process, please contact Risk Management at [email protected] or ###-###-#### Ext. ****** (voicemail only). 

  Thank you.

  
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/29/22 went for $1mill.giveaway. I didn't win that but I qualified for a cooking item. However, I didn't know of that for going to kiosk to get ticket and when I discovered the procedure they apparently didn't stock properly. And I got a rain check. Sadly I live 80 miles one way. I spoke with "****" I guest services and she would t budge that I need to come back when they restock regardless of it being 160mile roundtrip in their error! I got a message recently and said they have the item.. I called back and *** no help. I'm expected to drive that distance regardless. Now a new factor I have likely COVID so even if I drive the 80 miles each way they wouldn't let me in nor do I want to expose anyone to that deadly disease!! The person on the call could careless! Also I have apparently had 70k in valuable points. And tons of meals, items that all expired with COVID shutdown and no desire to travel. "****" was to call back on that and nothing to date. I would like the item mailed on as well as as my points restored. Also I would like an apology for the hassle for a good player for the casino.

  Business response

  01/17/2022

  Hi P ***** - 

  We will have a member of our team contact you shortly. Apologies for the inconvenience. We do give out gifts monthly to our wonderful Club Serrano members, they are available on a first-come, first-served basis and occasionally, the team will run out. In that case, we will give out a rain check voucher for a future giveaway. The Casino was closed for three months in 2020 during the onset of the pandemic, but we have been operating since June of 2020 with robust Health and Safety protocols - which you can read about on our official website. There shouldn't have been any lost comps, rewards, points etc. But we're happy to look into this for you. 

  
  

  And sorry to hear you are not feeling well. We do hope you feel better soon and a member of our team will be contacting you shortly. 

  -Yaamava' Resort & Casino

  Customer response

  03/28/2022

   I am rejecting this response because:
  
  

  My statement is as follows:

  
  

  I have heard from no one from the casino as stated they would reach, I still have no such gift or clarity on the points collected that were

  redacted due to COVID, including the fact our county was on lockdown for well over a year v. 3 months so I had no options to travel including

  risk to my health in such places that parties with pre-existing conditions were told to avoid. I'm seeking answers in both of these items still.

  
  

  
  

  Business response

  03/28/2022

  Hi P ***** -

  We sent an email on 1/17/2022 to *********@aol.com inquiring your Club Serrano number. We have not heard back. We are unable to look into anything further without a response. Please send over your Club Serrano number. 

  Customer response

  04/11/2022

   I am rejecting this response because:
  
  

  I have the following # on a recent mailer from them. *******. Perhaps that is the # they are seeking?

  Additionally, I will continue to look for the player's card.  But hoping that's the info they were seeking.  

  
  

  Otherwise, my thought is why couldn't they have just looked me up by my name, address, city???

  Interesting.  

  
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 29 2020, myself and my husband drove to San Manuel Casino, *** *** ******, Highland California arrived at estimated 8:30 PM. I had went to the Cash Cage and ask the staff to withdraw $500.00 per my debit card. I notice that the fee was extremely high and I wanted to cancel and reverse additionally I want my account credited. That fee was extremely outrages. I asked the employee in the cashier cage (African American employee) to cancel this transaction and her supervisor gentleman (dressed in a business suit) came to assist . They were not helpful to give me any receipt of the cancellation and receipt for the cancellation that I demanded. They assured me that the transaction was cancelled. I mentioned that I am sure there are surveillances cameras above to witness any transactions that I DID NOT RECEIVE AND CASH. I came home and noticed the CREDIT to my account was not CREDITED TO MY BANK ACCOUNT. (PCA*SANMPCA*SANHIGHLAND CA)$520.00 9/29/2020 I immediately call

  Business response

  09/07/2021

  Hi ****** -

  Our team has been in contact with you as well as Global payments and are working to see what can be done to fix the situation. 

  Hopefully, we can have this resolved soon!

  -San Manuel Casino

*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. ↩