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Business Profile

Hotels

Ellis Island Casino & Brewery

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/27/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My friend's birthday so we went to Ellis Island gambled the entire time decided to stay. At a rate $37.40. requested a rate for the third night and was told to stand by and they would reach out with a quote. Hours gone by to no avail half the day has gone by. Gambling 70% of the time. Exhausted and waiting for the response I had fallen asleep. Upon waking I immediately went downstairs to get an update and something to eat. Upon returning to the room my key didn't work. I was then approached by security.. and was told that I could not stay due to smoking in the room. ARE YOU KIDDING ME! first I want to know how they come to this conclusion. No evidence because there is none. ...second of all the do not disturb sign was on the door. I've been there for two and a half days I had room service clean two times.....NO SIGNS OF SMOKING! but yet here we are. No one ever gave me a price nor any proof of the allegations. I'm imbarrased in shock. I spent well over $2000 between my friend and I. A lot of $368.49 was taken out of my account which made me $111 negative. Now tell me how am I supposed to get to work? Gas !This is 100% completely wrong. If you're going to accuse somebody come with some evidence. Giving me an answer of ashes isn't enough for me. When I did not smoke in there. And then show me paperwork that I signed in regards to this matter. When I called to speak to a supervisor after trying to request proof of allegations I was told... I NO LONGER WANT TO HAVE THIS CONVERSATION! AND WAS HUNG UP ON. All this has shown me is that Ellis Island chooses to do what they want to do to people without having any proof of any kind. It's really not my fault that the room was made in **** furniture was old carpet old dust all over the furniture. Maids not even properly cleaning but yet ... ASHES? DID I BRING UP THE **** THAT THERE WAS A DO NOT DISTURB SIGN ON THE DOOR! IS THAT LEGAL? 100% not right what has been done to me. And I'm going to do my best my very best to try to prevent this from happening to other people. Platforms have been given to us we just have to utilize them. And I will say that I do believe in paying for where I'm staying so if any charge should have been taken out it should have been to charge for the room that I was kicked out of. And if I paid $37 for the first two nights and I was only able to use half of a day for this third night will I guess that mean if there was any charge it should have been $17. For the three days I was there gambling constantly nobody bothered me and all of a sudden there's an issue that nobody could give me a legitimate reason for. It's not right it's not right it's not right.

    Business Response

    Date: 12/01/2023

    We have a full security report, with evidence that we are prepared to provide to the credit card company should the guest decide to dispute the transaction. We are not in the business of charging smoking damages, but we do incur a cost as business to return the room to rentable conditions. 

  • Initial Complaint

    Date:05/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was gambling there went to the bathroom went back to machine machine and my money was gone. The workers there were not helpful. Didnt comp me for my stolen funds.I will not go back there.

    Business Response

    Date: 05/30/2023

    Hi there, 

    Thank you for sharing your concern with Ellis Island Casino. We did attempt to contact *********************** multiple times via phone and leaving voice messages to try to resolve the situation. 
    The guest left his machine unattended with funds inside the machine. Unfortunately the funds were cashed out by another guest and those funds left the casino. Per our casino policy, we are not responsible for for funds left unattended and abandoned on the game. 
    Our Manager on Duty did speak with this guest and did attempt to remedy the situation with a comped meal, the guest was only interested in cash. 


    Thank you,

    Ellis Island Team


  • Initial Complaint

    Date:12/05/2022

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ate at their restaurant and they charged me three times. They told me there was nothing they can do about it and then I had to go to HR. I went to HR. They said theres nothing I can do about it. Its taking me about two hours to try to get my money back. I would like to get paid for those two hours and my money back. They charge me 24,35 three times. Thank you.

  • Initial Complaint

    Date:11/28/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    11/22/22 I was in the casino gambling and when I came back to my machine from the restroom there was a white male walking behind me and my SERVICE DOG, and he was antagonizing my dog by making little noises and gestures and my dog started barking at him. Almost immediately security was on me about not having my dog in the casino. Prior to this date I had already my dog and his PAPERWORK with a casino pit boss named ****. The man walking behind me and antagonizing my dog was the OBVIOUS PROBLEM! BUT THEY CHOSE NOT TO SEE IT THAT WAY. I have called and called trying to reach the person in charge but knowing what it is in regards to, and knowing they are in the wrong, I just keep getting transferred to a voice-mail. I frequent Ellis Island and have since ****. My hope is to have this matter resolved and continue bring a loyal customer. Thank you

    Business Response

    Date: 12/06/2022

    Tried to reach out to guest and gather more information on the incident that allegedly occurred on 11/22/22 and haven't received a response back. If your service animal continued to bark or growl and were already advised to control your service animal,Security would advise you that your welcome to continue to enjoy yourself in the casino but the dog would have to depart property due to not being able to control it.

  • Initial Complaint

    Date:11/17/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was in an accident on October 21 about 7:00-8:00 pm. The security guard took my statement and other persons statement and they filled out their own report, Me and my insurance company have been calling to obtain the reports and security footage with no response, no one will return any calls. Multiple messages have left with no response. We need this information for the insurance claim. The security guard said this would be available to us

    Business Response

    Date: 11/17/2022

    ***** originally contacted and left a voicemail on 11/15/2022 at 3:23 PM. ***** again contacted and left a message the following day, 11/16/2022 at 12:10 PM. ***** was contacted and advised of company policy at 1:27 PM on 11/16/2022.

  • Initial Complaint

    Date:09/21/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a reservation for twin nights sept ***** 2022. I apparently violated their pet policy by allowing my daughters pet to accompany her to my room. They locked me out of my room. Charged me a 250 pet fee. Did not return my security deposit and escorted me off the property as if I committed a criminal act by allowing a dog to come into my room. The dog was there all of **** minutes. This business is corrupt and shouldn't have a license . People smoking marijuana and other various drugs all over the property. They didn't provide me with a receipt of charges either.

    Business Response

    Date: 10/07/2022

    Attached you will find 2 documents, one is the incident report generated by our security team as well as the registration card that ************************** signed upon checking in to his room. With these we wish to again reiterate to ************************** that we are not in the business of defrauding people or making false accusations. We are not a pet friendly hotel and as such we must disinfect and deep clean these rooms to ensure that the next guest does not complain about smell or pet hair. 

     

     

Ellis Island Casino & Brewery is NOT a BBB Accredited Business.

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