Business ProfileforRedlight Truckee
At-a-glance
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Overview
Business Details
- Location of This Business
- 10101 W River St, Truckee, CA 96161-0324
- BBB File Opened:
- 3/6/2022
- Years in Business:
- 8
- Business Started:
- 6/12/2016
- Type of Entity:
- Sole Proprietorship
Customer Complaints
1 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
03/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Please reprimand this business accordingly.
Thank you in advance!!
Prior to 2-day ski trip to Lake Tahoe I booked a private room at the Redlight in Truckee (***** West River St). Upon arrival my booking was confirmed then I was asked to show my driver's license. This was unnecessary since I previously booked online and payment using my credit card was confirmed. Nevertheless, I understand the desire to verify identity so I showed my license to the person who was checking me in (**** or ******* I believe is his name). He then asked for my driver's license so he could take a photo of it and store on a notebook computer he was using sitting on top of the bar. I objected and refused to allow my driver's license to be photographed and stored in an insecure manner. I explained that doing so is a personal security risk; identity theft in particular. I clarified for him that the personally identifiable information (PII as it is called) on a driver's license comprises several key pieces of information that criminals use either to resell on the black market or to commit identity theft themselves. I encouraged him to be vigilant in this manner because identity theft is both prevalent and a long painful process to resolve (look at this or do your own research - https://fortunly.com/statistics/identity-theft-statistics/#gref). He did not seem to grasp the importance of this. He then said "the manager will have to address your request to not have your driver's license photographed and stored.
Let me next point out that this person, the manager on duty, and the owner were all naive and lacked personal and business maturity, especially the former two. The photographed driver's licenses were not encrypted, but instead stored in-the-clear which means anyone could see them. The computer they used is a notebook computer that (when I was there) was sitting on top of a counter near the front door. What I did not ask and do not know is if the photos are transferred to any other devices. There are many ways the cache of driver's licenses could be compromised - viewed by unauthorized people and stolen including easily stealing the notebook PC (even though it might have been secured by a Kensington-type leash, that is easily defeated, even by a snatch-and-run). It is also common (very common) for criminals to bribe workers to either gain access to PII or have it exfiltrated ... Imagine a person living paycheck to paycheck earning minimum wage being offered a cash bribe (it happens all the time; do your own research).
In addition to the risks posed upon me (the cardholder) the practice of copying and storing a driver's license and any other PII is illegal and it is also explicitly forbidden by credit card processing organizations and organizations that provide merchant services (i.e., accepting payment by credit card).
The manager-on-duty also declined to accommodate my request for security, deferring to someone named **** ****** who presumably is the owner of the Redlight. Not only did he decline, he vehemently expressed annoyance and disdain for receiving a phone call from his manager-on-duty on his dayoff to address the matter. His tone was horrible for a customer to hear.
While the manager-on-duty and **** were discussing the matter I was asking the attendant (****/*******) about the facility and being able to see their dog-friendly rooms so that I may stay there on future trips. Which is to say that my intent was to become a regular recurring customer.
In the end, my request was denied. I was then insulted and denigrated by being referred to "as a problem," at which point the manager-on-duty said "so that you do not present additional problems I am going to issue a full refund" which she did on the spot. At that point I left.
To be clear:
- their request is a risk to their guests
- their policy violates at least CA state law and credit card policies
- they are discourteous and rude, and provided horrible service (at least to me)
I of course would never consider lodging at this facility again. I recommend the same for everyone.
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