ComplaintsforTreasure Bay Casino
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Complaint Details
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Initial Complaint
08/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On August 22nd noticed a charged on my Amex for $514.00 to Treasure Bay Casino and Hotel in Biloxi, MS. I called them immediately and explained that charge did not come from me. I spoke with ****** in Accounting and she explained the charge was for an upcoming reservation for Aug 29 - Sept 2 but if it was not made by me she would reverse the charge. Shortly after speaking with ****** I received another call from the **** at the hotel and she was very rude and pretty much called me a liar and said since it had my name and phone number on the reservation it must have been me. My life is chaotic right now and I don't have the time or the money to afford 5days in a luxury hotel. I didn't make these reservations and I didn't give anyone authorization to make these reservations on my credit card.Business response
08/30/2022
Dear Ms. *******,
Thank you for notifying us of this guest issue. We work very hard to make sure all of our guests concerns are answered quickly, politely and professionally.
The reservation was made through a third party called booking.com and sent to Treasure Bay. We received the notification from booking.com on August 21, 2022 at 12:07pm. She booked a King Room with a Gulf View and for a lesser cost chose a non-refundable room rate. When a third party site is used, the guest must go through the third party to make changes and/or cancel the reservation.
When the guest called the hotel she was advised to go through the third party she booked it through, booking.com. When she spoke to our accounting team, she was advised if the charge was fraudulent then she would need to dispute with her credit card company and also protect her from future issues.
Thank you for giving us the opportunity to respond. Please let us know if we can assist further.
Best,
****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.