ComplaintsforHarrah's North Kansas City Casino
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Complaint Details
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Initial Complaint
10/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I recently (10-18, 10-20)stayed at Harrah's Kansas City. The total for my stay was to be $107.73(plus 6.46 for some pantry purchases for a total of 114.19) as evidenced by billing info document. But, as shown by the pending transactions document I am being charged $35.27 for reservation, 78.92 for my room (which totals the 114.19). There is also a charge for 188.71 which no one can seem to explain. I called the hotel multiple times, speaking with a ******** and a ********* and i also called the host number after getting the run around with the front desk, The front desk would tell me they are connecting me to billing and I would wait on the phone but nothing. I also asked one of them to stay on the line until call went through, they said they would but then hung up after "transferring"call! The gentleman at the host office told me I would get a refund of $109.00 but I tried to explain that there should be more than that but he was obstinate and rude. I would like to have the $188.71 removed from my credit card. Thank You, Glenn N SmithBusiness response
10/23/2023
Hi there. I am not certain this went to the correct location. This is the hotel in Kansas City. Is that the location you stayed at? We do not have any team members by the names you mentioned.
please let me know.
thanks,
***** ****
Customer response
10/23/2023
Complaint: ********
I am rejecting this response because: I did stay at the hotel during the disputed dates. That the names were incorrect should not be of major concern. I think you should address the issue.Take a look at the "receipt" that I was sent.
Sincerely,
***** *****Business response
10/24/2023
Initially I thought **** might have stayed at another hotel. We do not have team members by the name mentioned in the complaint.
Our team attempted to discuss the charges with the guest but did not have success in explaining.
on 10/13, when he booked the room, he was charged $35.27. This was for first night's room charge and tax. On 10/18, he was charged $78.92 which included the second night's room charge and tax and 2 days of the amenity fee which was for the first and second night. We have a $75/day deposit. His total room charge was $188.71, of which $109.79 was released back to his bank.
Business response
10/24/2023
I sent a separate response after researching further. I am sure the BBB will forward shortly.Initial Complaint
10/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked room 9/23/2022-9/25/2022 for my husband birthday when I arrived and checked in we with to room and it was bugs(roaches) in the room so we called front desk they switch the rooms just to go to the next room where it is less furniture then the first one and the tub is all stain and dirty and that was the main reason I booked the room so I called front desk she tells me the the only thing she have available is a accessible room at this point I’m mad because he birthday is ruin and I go far away from home so I just stuck with this roomBusiness response
11/11/2022
Our hotel manager spoke to the guest. Because this reservation was booked through a third-party booking site, he told the guest to contact the third-party booking site. She can request a refund that we would approve. We refunded the resort fees and the deposit on 11/9.Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Harrahs is part of ******* rewards which is a corporation in Las Vegas . They have tier levels as you play the highest card is the 7 star card . I am a 7 star card holder an the benefits for that level says when i reserve a room there at any resort when i check in i automatically get the next best room upgrade . Well i have not been offered any upgrade last year at All nor have i been givin Any room upgrade at all . I even asked for an upgrade because it says on the brochure for 7 star card benefits is that i will get an upgrade to the next best room available.. Well i go there alot to north Kansas city harrahs casino hotel . Never last year have i gotten my upgrade even when it's not busy or any day of the week i have asked for this benefits that was part of my tier status but they tell me that their manager has specifically told them that they can't give upgrades to no .one unless they have played 1000 points that. Week . That was not on the brochure at all nothing about having any points before i can get an upgrade . I have played n lost alot of money to become this 7 star card holder an i am not getting my benefits that they say i would be getting . For over a year now i have asked an asked about this an seems.like they don't care about this. Well i feel like it's false advertising to me i thought that i would get this benefits N I'm notCustomer response
01/28/2022
I sent a screen shot of the last times i stayed there. An every. Time i have asked for my room upgrade but they keep telling me they can't because their manager told them not to give anyone upgrades unless. They played 1000 points that week. So no upradeCustomer response
02/03/2022
hi I just wanted to let you know I had reservation last night to only get there to find out the manager there went in an cancelled my reservation for no reason at all an I drove thru snow storm N they were sold out. I feel like she is retaliated against me for filing this complaint. I had to drive home in the snow stormBusiness response
02/23/2022
We have left several messages with this guest and she has not returned our call.
Customer response
03/01/2022
I Do not Accept the business respond to resolve it . Because they have not tried to call me or anything at all . I HAVE NOT GOTTEN ONE PHONE CALL.OR EMAIL FROM HARRAHS I HAVE BEEN WAITING FOR A CALL OR EMAIL BUT NOT ONCE HAVE I GOTTEN ONE SO.NO I DONT ACCEPT THEIR RESPONSEBusiness response
03/23/2022
Not exactly sure how to resolve this issue. **** ****, our Manager of Casino Marketing has left a number of messages with zero response. Her claim below is not truthful. We could honestly let it go as she will not be happy with our response, but I wanted to go on record stating that we have called her.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.