Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/24/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/19 my husband and I attended an event a booked a room at the Fox Tower room **** to be exact. We got settled in at roughly 6pm and headed out for the night. Upon returning to out room at roughly 2/3 am we noticed that the room was extremely hot and we weren't able to control the temp in the room. We called the front office to send a tech to take a look. They spent roughly 30-40 mins trying to fix the issue and was unsuccesful in doing so with water from the unit spewing on him. He stated that at this point we needed another room due to the extreme heat and nothing was available. At approx. 6am on 4/20 a tech came knocking stating they wanted to try and fix the unit but at that time we are fully exhausted and have to check out by 11am. We spoke to the front desk at roughly 8am and they stated they could only give a 50% discount for the mishap. I would like to be fully refunded for the matter and being in an uncomfortable environment The Fox Tower Confirmation #:********* Arrival Date: Saturday, April 19, 2025 Departure Date: Sunday, April 20, 2025 Number of Guests: 2 Daily Rate: $313.00 + 15% tax

  Business Response

  Date: 04/28/2025

  We have made attempts to contact the guest by phone to resolve their concerns but have not received a response. We remain available should the guest wish to reconnect to discuss a resolution.
  Thank you.
  

  Customer Answer

  Date: 05/05/2025

  This has been resolved and spoke to a Foxwoods rep.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $250 on my room charge because a puppy peed. I contacted a number of people telling them it was not my puppy. I do not own a dog. The puppy was an older ladies on our hotel floor. She had asked the kids if they wanted to walk the puppy. One child was mine, the other 4 children were with their parents. The child being 10 years old should not be responsible for someone’s puppy. I was never asked to take responsibility. I have been a regular at Foxwoods For almost 40 years. I have never had an issue at all. Could you please help me resolve this issue. BTW the puppy was a teacup weighing 3 pounds.

  Business Response

  Date: 03/07/2025

  The guest has already spoken with both Security and Hotel Management, and a final decision had been communicated prior to the BBB complaint. We consider this matter resolved.

  Customer Answer

  Date: 03/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  The puppy was not mine and a 10 year old is not responsible for the consequences of the owners puppy. Puppy was never I. My room 
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/09/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I slept on a bed in ***** ****** hotel **** on 10/7 and found bed bugs. I got bitten multiple spots and hotel just moved me to a different room with no apology or compensation. Now i dont know what to do with all my belongings because i cannot risk bringing bed bugs home. I had a terrible experience with the hotel stay. Please advise

  Business Response

  Date: 10/09/2024

  Good morning,

  Can you please provide us with the name the reservation was under as well as the confirmation number if available so we can pull accurate information to provide to the specific Hotel Management?

  Thank you!

  Foxwoods Hotel Management

  Business Response

  Date: 10/11/2024

  Our Claims Department reviewed with *** *** that there test for bedbugs came back negative.  This has been resolved with the guest.

• Initial Complaint

  Date:08/05/2024

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a stay at the ***** ***** ****l, and when I laid down in the bed, I immediately began to feel itchy. I went into the bathroom and noticed bites on my wrist and neck. I checked the bed and noticed a stain on the mattress and gunk in the quilt. I went to the desk to tell them I wanted to leave and get a refund as I couldnt stay now that I was grossed out and had been bitten, and they said they couldnt do anything but have me call claims management which is only open during the week. They just called me back today and said they will only refund if the "in house" pest control team finds bed bugs (it could have been a different kind of biting bug), otherwise, Im responsible for the over $500 for a room I didnt use. I wasnt even in the room for an hour. They offered me another stay for free, but at this point, I dont trust any room in that casino as Im afraid I will get bit again or find gunk in the bed.

  Business Response

  Date: 08/22/2024

  Guest was spoken to on 8/21/24.  Understands that she was not charged at any point and that the hold on her credit card has been put back.  She was made aware her room was tested and came back negative.

  Customer Answer

  Date: 08/22/2024

  
  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,
  
  ********* ********

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I responded and booked a Girls Getaway Rejuvenate & Stay Package for July 29-30. Was told it was for Deluxe Room and $300 SPA CREDIT per room. Had me book massages first. Then the room. Was told the room would be $195 plus fees (around $225) and would get $300 credit towards the 4 massages purchased. Received an email instantly making no sense with bill for $553.75 for room package. I called and questioned 3 times to different reps PRIOR TO OUR STAY and was assured that that was just the way the package rate appeared but once the massages were complete it would be deducted.The signature massages were $176 each (times 4) so we knew we would have overages. When we checked out, I received a bill for 961.35. Listed was 407.60 for overages (which we agree to) BUT they never credited us $300 anywhere. I spoke to several persons that day while still there, and yesterday over the phone to 4 more. They claim that there is no physical credit in package deals and that just applied to the salon. Apparently I paid $300 for my credit which was stupid and never explained. You cannot advertise a $300 credit and then have the patron pay for it. We have been over and over it and it makes no sense. So for this PACKAGE, I paid $535 for a room at Grand Pequoit (that was quoted at the above price) and my credit (which is not a credit). After many conversations, they told me that they were sorry and would be sure to get an email out to everyone to make this more clear in future as people sign up for it. They admitted seeing the confusion in it but their PACKAGE DEALS are not physical credits like the norm. Although they saw my "confusion" there was nothing they could do about it. I told them it was misrepresentation, false advertising, and basically hung up after hours invested in trying to get my $300 back.

• Initial Complaint

  Date:06/12/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family went to a show on June 8th we were evidently givin a room that was above a club . Our show ended at 9:30 pm we went to our room to retire for the evening due to the loud music for hours and and finally ending at 2:00am it ruined our entire trip. When speaking to a shift manager she offered a 115.00 refund . I feel our whole amount should be refunded.

• Initial Complaint

  Date:05/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 2300 hundred dollars for damages to a cabinet and trim to the tv. I checked in at 7:30 in the morning they had a room ready which is usually to early to check in. They gave me an corner room which is very small, the tv sits almost on top of the bed,a desk is right beside the bed, not much room to go behind the tv and desk. A week later I tried to check in to my room, I was told I damaged the cabinet and tv, 2300 hundred dollars 830 just for the damaged fee. I am a 77 year old women and been a guest for 15 years , never had a problem. Yea hey won’t let me have a room again unless I pay for damages. I am not responsible, I would never damage property.1050

  Business Response

  Date: 06/04/2024

  This concern has been resolved with the guest.

• Initial Complaint

  Date:05/06/2024

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a non smoking room a couple of weeks ago and they gave me a smokers room that smelled. Gave me a headache I had to check out not even 2 hours later.

  Business Response

  Date: 05/31/2024

  Guest also sent an email to our internal mailbox on 5/6.  Another hotel manager had spoken with her and had provided a full refund at that time.

  Thank you!

  Customer Answer

  Date: 05/31/2024

  
  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,
  
  ******** *********

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a night at the ***** ***** ***** for my boyfriends birthday 4/12-4/13. He really loves steak so after looking at many restaurants we decided on ***** ****** *****. They seated us before our reservation time which was nice of them. The hostess did not even let us get seated before she dropped the menus and walked away. The table we were sat down at was extremely wobbly ( we had to ask them to put stuff under the table so it wouldn’t wobble).We ordered the petite seafood tower to share which for the most part was okay. Both lobster claws needed to be cracked and we had nothing to crack them with. I am usually a VERY patient person especially while dining out but things were not going so great. We ordered the rib eye for 2, asparagus, and whipped mashed. The cut of meat was SO fatty, and tough to cut. The asparagus were very dry. The only decent part of the meal was the whipped mashed potatoes. I felt incredibly bad that this is where we chose to spend my boyfriends birthday dinner. We spoke to the waiter about how we felt the experience was going and he talked with the manager and took our alcoholic beverages and one side off the bill. (98.00) I felt this was fair and we got the check and we’re waiting to pay..This is when we noticed that another table near us was intensely watching the ground around them. And then we saw A MOUSE. The mouse was literally running under multiple tables. This is extremely disgusting and when it was mentioned to the wait staff he said “wow, yea I’m really sorry about that. We’ve been paying a lot of money for extermination lately” it was so nonchalant. To have literally paid 260.00 for less than great food, and then to find out there are nice running around the restaurant is disturbing!! We paid and left. We were both SO shocked with how the experience went that we will never return. at checkout today we informed the desk about the mice and they also did not have much to say. THIS IS A *** problem!!!!

• Initial Complaint

  Date:12/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation on there site for a room with a King size bed from 12/22 to 12/24. I was checked in and upon arriving to my room I was surprised it had 2 beds, so I went downstairs and was told that they were over booked and that this was the only room available. I asked to speak to a manager Amelia M**** and she tells me that there is nothing that she can do and that I should’ve read the fine print that if they are over booked I have to take whatever is available. I asked if she could try to have one available for the next day she states that I would have to wake up early and go to the front desk and put my name on a list to see if they could accommodate me. I asked why she couldn’t just do it at the present time? She says because it’s a different shift, I also asked why she couldn’t try to give me some sort of discount or anything to try to make me feel better about my inconvenience, she said nothing. This is our 10th year going there and our last I feel so humiliated and for her not to do anything to remedy the problem was just surreal.

  Business Response

  Date: 12/27/2023

  Mr. ****** was contacted about the incident and reviewed our policy of not guaranteeing room types.  He was offered a one time suite upgrade within the next year and was satisfied with the call and resolution.