ComplaintsforAmeristar Casino East Chicago LLC

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 11/5, I checked into room 801 at around 4:15 PM. I informed the front desk that I made two different reservations due to a certain room type not being available on Saturday and Sunday. The front desk said she would combine the reservation so we wouldnt have to switch rooms or check in a second time the next morning. On November 6th at around 10:58 AM, my husband and I left the property with the intention of returning that evening. I left personal items in the room and in the nightstand closest to the window. At 9:01 PM on November 6th, I was alerted by my bank of a $50 charge initiated by the hotel. Upon calling the hotel, I was told the combined reservation for November 6 to November 8 didnt exist & room 801 had already been cleaned. I am missing the following items: $1200 in cash, lotion, deodorant, several small bottles of liquor, two shirts, one pair of leggings, personal pleasure item, Herms bracelet, phone charger, toothbrush, and one pair of jogging pants. My husband and I spoke to the head of security named ***** who was initially very helpful but his condescending and rude nature began to show when he laughed and told us thats all I can tell you and theres nothing that we can do. He also kept making jokes about me. The hotel mgr,****, offered to put us into the same room that we were in and gave us a new set of keys. Upon having an disrespectful interaction with *****, my husband and I opted to leave after speaking with two sheriffs officers who were very sincere. We were also informed that per hotel policy when ANYTHING is left in the room, housekeeping is supposed to bag the items and bring them down. Of course, the money wasnt returned but my clothing wasnt turned in either. We were given the phone number of ***************************, the loss prevention supervisor. I called and left him a voicemail today, November 8th, and have not heard back from anyone. Aside from the $1200, my clothing and jewelry were worth almost $3000 alone.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Tried to cancel reservations to the hotel in questions. Starting on the 5th. Reservations were from the 7th the the 9th. Tried calling multiple times to cancel. Was told reservation desk was closed. Day of they 7th u was charged *** dollars. When I got ahold of somebody at hotel finally they said u called website hub which after 4 pm nobody is there. They said u should of called hotel directly. I said there was no direct line. Had to make many phone calls to get to someone too cancel reservations. Took 2 days cause this department was closed or this department was closed. When I finally all said and done they would not refund my *** dollars. This casino makes millions!!!! They can't refund *** dollars???

*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. ↩