ComplaintsforBelterra Casino Resort
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Complaint Details
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Initial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/05/23 I Went to belterra casino website to reserve a room, after reviewing the rooms I made my selection to reserve it. Where you select the rooms it clearly stated I could cancel the room. Once I put my date in for the reservation and to confirm it, it came up and said that I had to 12/14/23 to cancel the reservation for full refund. For personal reason I wanted to cancel this reservation so I went to the email receipt and called the number. I was told there was no refunds, and after asking several questions I found out that they were a 3rd party that ****e Gaming (Belterra casino owner) used. I called **** Gaming and they told me there was nothing they could do. They just said they sometimes use 3rd party companies. **** Gaming said they could not give me a refund. When making the reservation from belterra site, there was no notification or a message that I was being transferred to a 3rd party reservation. I feel I was decieved and clearly mislead about the cancelation and refundBusiness response
12/14/2023
Hello Better Business Bureau,
Thank you for sharing one of our guest's concerns. When booking the hotel reservation, the guest may have inadvertently used a third-party application, *****, and will need to contact them for the refund request. It is not **** Gaming's practice to redirect our guests to third party reservation companies. Based on the guest's history with us, we would like to offer a complimentary night in one of our deluxe rooms, based on availability. This offer is valid for 90 days.
Sincerely,
Joe B******
VP Casino Operations
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.