ComplaintsforBuffalo Thunder Resort and Casino
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Complaint Details
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Initial Complaint
06/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called the Hilton honors line. I wanted only one night room reservation to attend the air supply concert on August 23. The agent told me to book the room for two nights and yhen call back and cancel the reservation for the Saturday night that we could not stay. I did now I have been told I cannot cancel the Saturday night room. I purchased concert tickets based on this lie about being able to cancel the Saturday night room. Now I have out of town concert tickets and no room! This is awful to lie to people to make them pay for tickets they cannot even use now! The original call was on Tuesday the 24th of June. That is when I was told to make the reservation and then cancel Saturday night. Today June 30 is when they canceled the whole reservation and would not only cancel the Saturday night!Business response
07/19/2024
Dear *** *********,
Thank you for reaching out and sharing your experience with us. We truly appreciate the opportunity to address your concerns.
We apologize for any confusion regarding our policy. Due to the concert weekend, a minimum stay of two nights is required. A two-night minimum is a standard hotel practice on nights that are in high demand. I see that you initially booked a two-night stay, where a single-night option was not available. Our team understands the two-night minimum policy and does not offer to shorten these stays as the two-night minimum policy is in place for a reason, and our team is required to adhere to it. We understand how frustrating this situation must be for you and regret any inconvenience or confusion it has caused.To accommodate you, we can offer a King Standard room for a single night stay at the rate of $295.00 plus tax, as a one-time exception. In the future, please note that our two-night minimum policy will not be waived.
Alternatively, we can provide a full refund for your concert tickets. For a refund I will need the code in the bottom left corner of the ticket, normally 06-xxxxxx or 08-xxxxxx and the seat numbers.
Please let me know how you wish to proceed.
Sincerely,
****** ****** Revenue Manager************************
************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.