ComplaintsforFoxwoods Casino

• Initial Complaint

  08/05/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  06/12/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  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

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  06/04/2024

  This concern has been resolved with the guest.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 67.00 at Foxwoods to play bingo. I yelled bingo and put my arm up in the air with the ticket and the caller called another number, they did not give me the 300.00 I won. I want my refund of my ticket or better yet my 300.00 I won. I feel like they do this often to people

  Business response

  11/24/2023

  Guest was emailed on 11/10/2023 at 509pm from Director of Bingo, Dawn M*******, inquiring about more information regarding the Bingo date the guest attended.  As of 11/24/2023, the guest has not responded to this request.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to check into a free hotel room. The staff member asked for my debit card. At this point, I was not told that I would be charged and no amount was indicated to me. I am not supposed to be charged until after I agree to the hotel terms via the prompts. She then told me to follow the prompts on the screen and press the "Accept" button. I looked at the screen and saw that they were attempting to charge me $624. I told her it was supposed to be $0.00 for the room and $100.00 incidental hold so she went to talk to the manager. She came back and told me that I did get charged extra resort fees, but not to worry because they will be returned back to the card upon checking out. At this point, I still did not authorize any sort of payment, nor did I click "Accept" on anything on the screen. I told her that I would like this specified in writing before I continue with the prompts on the screen. She refused to give me anything in writing and told me that I have to finish the prompts. Again, I said, no and told her that I do not want this charge to go through my account. She replied that she already put it through and there is nothing that can be done to stop it. I asked her why she would put a payment through when I never authorized anything and I told her that I am not moving forward without some sort of proof from them that the amount on the screen will not be charged. She reached over the counter, turned the screen toward her, pressed the accept buttons and completed the prompts against my will. The manager also would not provide me any documentation. They told me my confirmation number was my receipt, but my confirmation number is for a room for $0.00. At this point, I don't even know how much they charged me. Later that night, I checked my account and noticed that $186 was charged and that it was authorized by signature - I never signed anything. $86 more than I would have authorized had I ever been prompted to authorize them to withhold anything.

  Business response

  09/20/2023

  Good afternoon,

  Hotel Management has attempted to get a hold of this guest numerous times via phone (no voicemail is set up) and the email provided.  He has returned 1 call and left a voicemail because the manager was not in that day.  Attempts were made again today via phone - no answer, no voicemail - and another email that has not been responded to yet.

  Thank you!

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to Foxwoods casino on 08/03 /23. After seeing a show went back to our room around 11:30 pm. Upon pulling our bed sheets down , we seen a bed bug in the corner of the bed. Called front they offered to change our room. My wife and we’re really upset so we decided to go home. Upon checking we spoke the front desk manager and showed her a picture we had taken. She said that they we send the eco team to the room. The only people that could help us further was tha complaint department. I instructed her to call my asap. Never called.We discarded our clothes that we were wearing into the rooms garbage pail. Got home around 3am. Horrible and disturbing night.

  Business response

  08/10/2023

  We have reached out to the guest to resolve via email.  Guest has declined resolution offered at this time.

  Customer response

  08/10/2023

  A person by the name B***t. Spoke to me. He told me the eco pest control went thr room on august 5 and DIDNOT detect any bed bugs. Two things . I asked why it took two days for the pest control company to go there. He said they are very BUSY.?Wow I thought that would be a priority!! . They are not going to admit that there is bed bugs. That would open pandora s box. They offered $150 food voucher. Please provide what agency in *********** handle pest control problems. Called the department of health in *********** and they told me Foxwoods is a tribal nation and they have no jurisdiction because of there status. Their has to be a resolution. I want future guests not to be exposed to bed bugs. Someone has to regulate that proper process is in affect to insure the health of guests. Thank you in advance.

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