ComplaintsforFremont Hotel & Casino

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at the Fremont Hotel and Casino, a dba of **** ******************* as a guest for the period of January 30 to February 1, 2023. The hotel included valet parking in the room charge. The valet parking was in a multi-story secure parking garage connected to the hotel that the general public was not permitted to enter and there was no available self-parking for guests.On January 30, 2023 I left my car with the hotels ********** is a limited edition 2007 red ******* ******************************************* pristine condition. Upon my arrival the 2 valets in attendance ogled the car and commented on its appearance. They indicated that they would park the car in a special location to protect it. Thereupon I left the car with the valet until my check out.On February 1, 2023 I checked out and had the valet bring up the car. On bringing up the car the valet apologized and indicated the car had been damaged. He called over hotel security to inspect the damage and make a report. The valet indicated that the hotel was undergoing construction and the car was likely damaged in the construction. The car had a hardened clear glue like substance over approximately 30% of the body. It started on the roof and had dripped down over the windshield and hood and also the drivers window and door panel.*************** after a prolonged period of no communication they denied liability on the basis that they were not grossly negligent (they are not denying that they caused the damagejust in doing it they were not grossly negligent). In my opinion the hotel is liable as the result of the actions and inactions of its valets in failing to properly secure the car and allowing it to be damaged during the hotel construction process. Separately, the hotel is also liable for the actions of its employees and contractors in damaging the car as part of the ongoing construction process. Customers should also be aware that the hotel will not make good on what they cause

  Business response

  03/24/2023

  We have received the Better Business Bureaus outreach regarding this customers complaint and appreciate the opportunity to respond.  We apologize for the delay in doing so. 
  The Fremont is committed to providing excellent service to our guests.  When we fall short of that goal, we want to learn more about what happened, and we will attempt to make things right, within reason. 
  

  In this instance, we have been in contact with this customer regarding his damage claim.  As the customer is now threatening legal action against us, we are unable to provide specific details, other than to state that we dispute key details of the allegations against us.  While we regret the customer had a disappointing experience, we believe our decision to deny his claim was justified. 
  Given the legal issues involved, we appreciate your understanding that we can only provide a limited response to this complaint.  Please let us know if you need anything further. 
  

  
  

  Customer response

  03/24/2023

   
  Complaint: 19430514
  
  I am rejecting this response because:

  *****, thank you very much for the updated message from the Hotel.  Frankly this is just a clear waffle by the Hotel and an unwillingness to discuss the details of the matter because they are clearly in the wrong.

  Essentially, the Hotel damaged my car while it was in their custody, facts that they dont deny, and they simply dont care.
  

  Following my prior submittal to you, I sent to the Hotel a formal Complaint Notice which I have attached and they sent me the attached **** Gaming (Fremont) Response.
  The Complaint Notice clearly sets out the facts and points out that not only is the Hotel liable for the damage to my car based on the valets actions but it is also liable because their workers damaged the car which was in a secure location that only the Hotel and its workers had access to and which was not accessible to the general public.
  

  While the Hotel doesnt want to say anything to you about the matter, you will see in the Hotels attached response, they essentially ignore the facts stated in the Complaint Notice.  Instead, they are essentially saying that they are only providing a parking space (which ironically is only accessible by the valet in their private garage, not the customer himself) but they are not liable for the actions of the valet in getting the car to and from the parking space and they are not liable for the actions of their personnel in damaging the car while it is in the parking space.
  

  This is an extremely abusive position to take with respect to a hotel guest and I think their position should be clear to you because they are saying it in their own letter. The Hotel is essentially stating that they can freely damage a customers car and bear no responsibility whatsoever.  Note, there is no alternative self-parking available at the Hotel and any customer arriving at the ********************** by car must turn over their car to the Hotel and be subjected to this abusive environment.  I think this is definitely something the general public should know about and I wish I had known before I stayed at the Hotel.
  

  I do appreciate your interest in this matter.  Please let me know if you would like to discuss it further.
  
  Sincerely,
  
  *************************

  Business response

  04/12/2023

  Thank you for reaching out regarding this matter.  While we appreciate the desire for further clarification, we must reiterate that we are unable to provide further information on this case.  

  We have been in contact with the guest regarding his claims, but he has indicated to us that he is likely to take this matter to litigation.  Given this, we are unable to provide further information regarding our position on this claim.

  We regret we cannot elaborate further, but we hope you understand the reasons why.  Thank you.

*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. ↩