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Business Profile

Hotels

Longhorn Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 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:04/27/2023

    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.
    Hello! My wife and I booked a room for Longhorn Casino for April ***** (checking out on the 27th. A day was missed, as the dates were not confirmed. We show up on the 26th, realizing this. Then talk to them (via VIO.com) - an Assistant Manager was spoken to - and immediately turned down any options, like a refund which was initially requested and/or an extension. We stayed from the 26th to the 27th. They arbitrarily (according to their own policies//State housing/and Hotel policies) booked ** in on the 25th without our consent and would not give ** a refund without reason. We are seeking a full refund for the day, the 25th-to the 26th, which was not given with our consent. We stayed in Rooms: 128 and 130 for reference. They were nice otherwise, but did not want to help and proceeded to make it seem it was our fault that they booked a night we are physically not present. We are seeking a refund and apology for the night not used. Thank you so much!

    Business Response

    Date: 05/02/2023

    The Longhorn Casino & ************** with Third Party booking sites or ********************** (OTA).  The guest booked and paid in advance for two rooms at the Longhorn on a third-party website. The arrival date for both reservations was April 25, 2023. Per our contract with the third party, the hotel is not allowed to make any changes to the reservation. A guest must contact the third party to modify any reservation. 

    The hotel is left with two options if the guest is a no-show, meaning they didn't arrive on the check-in date and didn't cancel their reservation. The hotel can opt to check the guest into our property management system (PMS), or the hotel can cancel the reservation entirely. If the hotel cancelled the reservation, we would process the cancellation fee which is calculated as the first nights room rent plus tax and the reservation would be unavailable in our PMS.   

    In this case the hotel opted to check the reservations into our PMS. Since both his reservations were for multiple nights and we were aware that the guest was traveling with an emotional support animal, this option made the most sense.  The reservations were checked in at 03:02 April 26, 2023. The hotel is prohibited from contacting guests that book on third party sites. The contract states the following:
    Do not request guest contact for the following communications:
    Inquiry about potential arrival information in the case of a no-show

    When the guests arrived to check in the afternoon of April ****************************************************************   The assistant manager found the reservations had been checked in on April 25 and explained the reasons why that decision was made. When the guest insisted on a refund the assistant manager directed the guest to contact the third-party booking site that was used to book and pay for the reservations. The hotel does not have the ability to refund the guest because the guest did not pay the hotel for the reservations. 

    The hotel only has a select number of rooms on the first floor for pets. These rooms are located near an exit for the convenience of pet owners. On April 26, we did not have any extra pet rooms available, so if the reservation would have been cancelled on April 25, the hotel may not have had the requested room type upon their arrival. 

    The guests checked into both rooms and seemed very grateful that we had the rooms available even though they had booked the rooms for different dates   One of the guests repeatedly thanked the assistant manager throughout the evening for accommodating them. 

    This is a complex situation but I hope this information helps the guest understand our position. 


    Customer Answer

    Date: 05/03/2023

     
    Complaint: 19989300

    I am rejecting this response because:

    Thank you for the response. We are not excepting this response. Because it is also a legal issue. The right to choose, is an ******** constitutional, right. This was arbitrarily taken away without consent.

    to rectify, we are simply just asking for the hotel to refund the first night. Unless it would prefer to refund ** fully. We are just seeking the first night for a refund. The hotel, unfortunately, was not understanding nor helpful.

    Link: ****************************************


    Sincerely,

    ***************************

    Business Response

    Date: 05/10/2023

    The link provided by the customer as additional information does not pertain to this situation at all. The hotel was not overbooked. The customer was not walked. The customer chose to book a reservation at our property. The customer has no contract with the hotel. The hotel has a contract with the third-party booking site that booked the reservations. The hotel fulfilled its contractual obligation with the online travel agency by having a room ready for the customer on the date of arrival chosen by the customer. The hotel did not arbitrarily take anything away from this customer.

    To resolve this matter, the customer should review the terms and conditions of the reservation they booked on April 23, 2023, at 08:51 AM PST with Expedia Affiliate Network. See the rules and restrictions section of the hotel reservation.  Any legal concerns should be directed to the Third-Party Affiliate that was contracted for this reservation.  

    The following link contains information relevant to this issue.See the PREPAID HOTEL RESERVATIONS section.
    ******************************************


  • Initial Complaint

    Date:02/02/2023

    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 stayed at the Longhorn Casino for 1 night during a vacation to *********. The Longhorn Casino sold my personal information without my consent or notifying me that the information will be sold. I received an email to my work email referencing the Longhorn Casino from the provider attempting to sell me their services. At no point in time did I share my work email with the Longhorn Casino, leading me to believe that they sold my credit card information to this provider without my consent or knowledge. The email was from <**************************>.

    Business Response

    Date: 02/07/2023

    The guest use a third-party online travel agency to book a one night stay at the Longhorn Hotel & Casino. The hotel received a virtual credit card number from the third-party for payment. The email address associated with the reservation is a temporary anonymous auto-generated email provided by the third-party. The hotel did not even have a credit card on file for incidentals. The hotel has no access to any of the guests personal information. 

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