ComplaintsforOrleans Hotel & Casino (The)

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved the room at the Orleans through algotels on July 1st, and prepaid $361.91, for July 3-6. Upon arrival on July 2nd, I was greeted by a very rude front desk worker named *******, who told me that I would have to change rooms since we arrived a day early and purchased an extra night. Her manager ****** was unprofessional, making fun of his staff to us when we told him our concern. We checked out and back in on July 3rd, per the hotels policies, and stayed the 3rd, 4th, and 5th, per our reservation. On the morning of the 6th, I called the front desk to extend our stay to include the 6th, was told it was extended and that it would be $97. When we got back to the room around 4pm, our room keys did not work. The front desk staff, ******* and ******, told us we could not have extended it over the phone because they dont do that, and that the room charge for the night would be $227, not $97. We told them that was too much and we wouldnt be staying, they gave us room access to remove our things, and we left to another hotel for the night of July 6th. On July 7th, a pending charge came through my account, showing I was to be charged $227.42, but I received no receipt. We went back to the hotel to ask why we were being charged this and were told it was for late check out on the 6th, which was due to the front desk personel telling me we had extended the stay. I told the manager, ******, the story about the phone call extension and she told me repeatedly that we wouldnt have told you that. This escalated due to ******* refusal to listen, and we left understandably upset. On July 8th, a charge came through from the Orleans for $459.43. It took us 6 phone calls to get a receipt for this transaction, which shows that we were charged for staying on the 6th, in addition to being double charged for the resort fees from the 3,4, and 5th.

  Business response

  07/20/2024

  Hi, this guest checked out of the Orleans past our late check out cut off, therefore they were charged for the night plus resort fee.  There is no indication that they were double charged the resort fees on the 4th, 5th and 6th.  THese charges are correct, and the property will not be issuing a refund. I apologize for any misunderstanding. 

  Customer response

  07/22/2024

   
  Complaint: 22009175
  
  I am rejecting this response because:

  I called to extend the reservation to include the night of July 6th, and was told over the phone that it was extended for $97. Then I was locked out of my room, and was not informed until I went to the front desk that I would have to pay the $227 for late check out. The only reason this late check out occurred is because I was told by front desk staff at the Orleans that my stay was extended! 
  
  Sincerely,
  
  *******************************

  Business response

  07/23/2024

  I apologize that you are not happy with your visit to the Orleans, we have a very strict policy that we do not make changes to third party reservations and that includes extending them.  The late check out fee is a valid charge. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/25/2023 we booked a reservation to stay at the hotel 12/11/2023-12/17/2023. At the time we paid $590.92 for 6 night stay. My wife *********************** tried to speak to the front desk before we checked out, as she was getting notifications on her phone of charges that didnt make sense. They said because our credit card was not taken at the time we checked in they were trying to catch up. I questioned them again when we checked because charges were not matching up. It wasnt until we got home that they charged my credit card $720.23 + ******. I called they said I was due a refund but they would have to research the account first. After 1 week I called again because my card still was not refunded. They said they would research & call me back. No calls, still no refund. We paid a total $1449.65, according to my records our charges should be $989.85 which includes room charges + 6 night stay. I am due a refund of $459.80, but the hotel keeps blowing me off. I sure hope you can help me

  Business response

  01/05/2024

  The guest was charged a total of $649.73 for his stay at the Orleans.  Any money that he paid to Expedia was for room and tax and the Orleans does not see that total.  His charges for the Orleans included $250.80 for 6 nights of resort fees and $398.93 for food charges that they charged to the room.  There was an adjustment of $209 that was adjusted off and refunded at check out, but the total of his stay remains at $649.73.  I have tried to attach his folio to this complaint but company policy is blocking that action.    Please let me know if there are any other details I can provide.  Thank you! 

  Customer response

  01/09/2024

   
  Complaint: 21075578
  
  I am rejecting this response because: they did not refund the $209.00 at check out, as stated in their response, it was done on the day that I submitted a complaint to BBB.  If it is their policy to charge a resort fee why were we not informed on check in, or on the 3 Separate occasions I tried to resolve this issue. How is it that so many employees are unaware of this so called resort fee?  I will not recommend this hotel to any of my friends 
  
  Sincerely,
  
  *************************

  Business response

  01/10/2024

  The $209 was credited back to the credit card on 12/27.   Yes, the double charge for the resort fees was discovered after the guest complaint, but it was refunded.  That $209 refund should be reflected on the guest's **** card ending with 4190.   Resort fees are charged on every paid reservation, and on the Expedia website where the ***** reservation was booked, it is clearly detailed under price details.  In addition, it is noted on the required signature capture at check in.  The guest's charges are accurate, with the resort fee total of $250.80 and his food charges of $398.93.  If there is a good email address for the BBB to send the guest's folio with explanations, I can.  I did send the folio to the guest with everything detailed.  If there are further questions, I am happy to answer them.   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 1st thru October 5th, 2023. My nephew and I recently stayed at your establishment during the first week of October. During our stay, my nephew received multiple bed bug bites across the majority of his body. Staff was notified but due to them saying they weren't "trained" for the situation, they only offered to move rooms. We both decided since we were leaving the next morning and we were unsure if any other rooms were infested, my nephew decided to sleep on the couch for the evening. Enclosed are pictures of the bites and welts left on his body from the infestation. We frequently stay at your hotel and are usually very happy with the services and facilities that you provide. This was the first incident of this type and figured we would reach out to you so that you can rectify this situation and take care of it before anyone else gets hurt or any other health risk emergencies. Our room number was 855

  Business response

  10/21/2023

  I will contact this guest directly, thank you! 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our recent stay on September 1-4,2023 was less than satisfactory and respectfully like to request a refund. Upon arriving, we were notified of a potential issue with the water system as another Client was exposed to legionella and this was not a known fact prior to booking this reservation. My partner is asthmatic and had to excessively use his inhaler during our stay. Additionally, we were not able to fully cleanse ourselves because of the water exposure, and the lack of cleanliness in the bathroom or toilet, had signs of mold, and the floors had not been clean, nor vacuum, which made us concerned about the cleanliness of the overall room, I have attached videos to show the floor in the room and Im available for more comments. we removed another room, but told that because of the Drake concert there were no other rooms available, and this room was at the same level of cleanliness, or lack there of. I have already reached out to the Orleans directly and have received no response. Respectfully at this time, I would like a full refund.

  Business response

  10/12/2023

  Hi, I will reach out to this guest via the phone number provided. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a room for 12/8/23 and 12/9/23. Within the hour, my friend realized she could not go those days. I tried to call but couldnt get an answer so I canceled online. I received an email that it was canceled so I booked for the days we could go. My credit card was charged for $380.14 for the cancelled room. They will not refund me for that amount and the reservation is cancelled so I cannot even see if someone could take the rooms. I called and emailed and they will not give me the refund. This is just wrong. It did them no harm or loss as they can still book the room. I cancelled within the hour and thought it was canceled as it said. If I had known I had to pay for the hotel room no matter what, I would have gone by myself or something. It makes me wonder how many others have had this happen to them

  Business response

  08/30/2023

  Guest booked through Priceline/Agoda for 12/8, 9.  She has a new reservation through Expedia for 12/9, 10.  She should be able to cancel her Agoda reservation through them at the customer care phone number of ************.    The Orleans is not able to cancel or amend any reservations made through a 3rd party booking site.   Since her reservation is so far out, she should be able to cancel for a full refund unless she booked some type of non-refundable reservation. (Those details are not visible to us at the hotel).  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 4. 2023 I call the New Orleans Hotel around 12pm to ask about a credit I would receive due to the stay I had on July 26 thur ********************************************************************************************************************************************************************* and hung up on me again. I am so disappointed how I was treated.

  Business response

  08/11/2023

  Hi ******************, I apologize but I cannot find any record of your stay here at the Orleans.  Can you provide the confirmation number or the room number you stayed in? 

  Customer response

  08/30/2023

  The Room was booked under my son name ************************* but it was paid for under my name and credit card the confirmation # ********* 7-29 thur **** through a 3rd party (Priceline).

  Business response

  08/31/2023

  The last night of the stay has been refunded back to Priceline/Agoda for this stay.  Guest ************************* was not allowed to stay at the property for the night of the 29th due to misconduct.  Orleans Hotel charged only 3 nights of resort fees to the guest's credit card and the remaining one night for room and tax will need to be refunded through Priceline/Agoda.   If guest has any further questions, she can contact the Orleans Hotel ************ Manager at ************  (I was NOT the one that she previously spoke to)  I will apologize on our behalf for the way she was spoken to - I have no knowledge of that interaction. 

  Customer response

  08/31/2023

  When I call to receive information on my refund i was was speaking with someone and she stated I was speaking with her like she was stupid just because I spell out my sons name and that was not the case, I ask to speak with the Manager and I was told she was the manager and she would not give her name and hung up on me several times. I would like to speak with someone in a higher position if I can because I work with customers everyday and wouldnt dare speak to someone the way I was spoken to

  Customer response

  08/31/2023

   
  Complaint: 20440650
  
  I am rejecting this response because: When I call to receive information on my refund i was was speaking with someone and she stated I was speaking with her like she was stupid just because I spell out my sons name and that was not the case, I ask to speak with the Manager and I was told she was the manager and she would not give her name and hung up on me several times. I would like to speak with someone in a higher position if I can because I work with customers everyday and wouldnt dare speak to someone the way I was spoken to
  
  Sincerely,
  
  *******************************

  Business response

  09/04/2023

  Please contact ************************* at ************ -- this is the ************ Manager.  If you can provide more details, I'll be happy to dig into the person that was rude to you.  I apologize for any issues with the Front Desk and I will make sure your refund went through from Priceline.   I will be back in the office on Wednesday 9/5.  Thank you. 

  Business response

  09/08/2023

  ***************** and I have spoken on the phone and have resolved all of her concerns.   

  Customer response

  09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was targeted and set up to be robbed while at the Orleans hotel and Casino. I was robbed for my Car with all kinds of Very Important belongings inside. I was then Treated like a Suspect vs The Victim I am. I was told "We know what you were doing" I still have no idea what this Security officer was talking about. I was there the night before to watch the Barbie ***** with my Family. I thought I lost my Card so I was going back to get it. When I was targeted by the People The Orleans lets Loiter outside. The Security could have and should have been of better service to me the Victim of be robbed in their parking lot. Instead I was accused of being one of the ppl who are outside their Establishment targeting ppl. I tried to ask for any info regarding, what they saw on the tapes?which way did they go with my car? Could they help me in anyway get my car back. I of course filed a Police Report. I would like **** GAMING to help by looking for these Criminals who, I was told by ****************, that "I've seen those ppl here before" Hope they will be on the look out for them to detain them for the Police and hopefully retrieve my Car. I have an Elderly Mother, a Disabled Brother, and my Son who is in middle school. So, my Car is Very Important. So hopefully instead of being accused of I don't know what? The **** GAMING *** will help with the Search and Rescue of my Car by Cooperating with Metro and or my Lawyer. Instead of treating my like a Suspect in the Robbery of MY OWN CAR. I really, really, ***************** GAMING. Will value a Customer/Guest for the last 20+ yrs and HELP. PLEASE HELP **** GAMING

  Business response

  07/27/2023

  Dear Customer,

  We have reviewed the incident that you encountered at our property.  The incident was reported by security to the Las ************************************* and they sent a unit to the to investigate, but you were already gone.   

  We shared the information concerning your event with the police.  

  We endeavor to prevent criminal activity and regret what happened to you.  

  Please accept our sincere apology.

   

   

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the evening of Sunday, July 16, 2023, I was harassed by the security staff, intimidated and in fear of my personal safety. As a guest in the hotel, from Wednesday, July 12- Sunday, July 16, 2023, I had entered the elevator lobby of the Orleans hotel no less than ******************************************************************************* my purse. I also observed that several individuals entered that area without displaying their keys and were not detained by security staff. Sunday, July 16, I entered the elevator lobby area about 5 times never displaying my room key, and was able to gain access to the elevators and my guest room. At around ****am on Monday July 17, I approached the elevators as I had done all week, with my key in my purse. Their security staff followed me to the elevator and demanded to see a key. When I told him that my key was in my purse, he refused to let me go, blocked the elevator from closing and called for back up as if I had committed a crime. 5-6 ARMED security guards led by shift manager, *****************************, converged on my 5'9" petite female frame and demanded that they see my key. As I looked through my purse under the intimidating stature of 5 ARMED male security guards and presented my key, I explained how I had been accessing the elevators my whole visit without displaying my key and that the sign posted did not mandate that I show my key, it only implores guests to do so. ******************** then says that the hotel was private property and had the right to refuse service to anyone. I found it ironic that my safety would be threatened over something as small as displaying a key. If he reviewed the security footage, it would show that I had accessed the elevators several times that day without displaying my key and they were not actually verifying that EVERY guest entering that area had an actual key. After seeing that I had my key, no apologies were given especially for the excessive show of force, intimidation and harassment.

  Business response

  07/20/2023

  Dear Customer

  
  Thank you for taking the time to give us your comments regarding your recent stay at the The Orleans.  In reviewing your comments, we were remiss in meeting some of your expectations.  Please accept our apology for the incident at the security podium concerning you not showing your room key and being stopped from entering the elevator.

  We endeavor to provide a safe and security environment for our guest.

  
  Every effort is made to make our guests feel secure.  We apologize we responded enforce.   Our goal was not to harass you.  The reason we ask for room keys at ********** is to keep unregistered guest out of the rooming area to protect our guest.  Security officers at ********** are being monitored and when someone complains that keys are not being checked we conduct a surveillance review.

  
  Your comments are appreciated and has been addressed with the security team with emphasis on the shift that engaged you at **********.

  
  Again, please except my apology for a less than pleasant experience.
  
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My visit was from June 15th June nineteentools have stated this property several times over the last 10 years my room had major issues bold in the bathroom. I let the supervisor know **** who's now no longer with the comet. I also let them know there were holes in my shower curtain when housekeeping clean. My room they left empty beer cans on the floor look like somebody laid in the bed. I voiced my opinion and my concerned. I was given a $50 food credit that never came through I spent most of my time having to go to the front desk or on the phone trying. To find out what was going on and why I couldn't be compensated for what. Happened this day was horrendous on top of that my nephew's car was stolen out of the path. Parking lot security wasn't able to come in help us because they were dealing with a pistol whipping situation at the restaurant we just ate at this is. Horrendous and horrible I spent too much money. I didn't get any type of compensation aside from these people yelling at me at the front. Desk saying sorry I explained to her and showed her the pictures of the mold in the shower. They didn't offer to switch my roor anything aside from we're sorry next

  Business response

  06/22/2023

  This guest was given a total of $125 in complimentary food in consideration of her experience, there will be no further compensation issued at this time.  Thank you! 

  Customer response

  06/24/2023

   
  Complaint: 20207034
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently stayed at the orleans from May *****. I was checking my bank statements when I noticed that they had issued a refund for $250.80, which I assumed was my deposit for the initial stay, but then I was charged $501.60 that same day after they had just refunded me. When I called to let them know about it, they said that the $250.80 was a refund for the $501.60 because they had accidentally charged me twice. Im confused on why they would refund me first and then charge me afterwards. I was also told that I would only be paying $252 when I checked in, but they charged me $350 instead

  Business response

  05/30/2023

  Hi, after looking into the guests account they have been charged the correct amount.  We had a system error and some charges posted twice, this guests account had been checked out and settled before the error was discoovered hence the charge and then the credit.  The final charges for this guest are $252. 

*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. ↩