ComplaintsforOrleans Hotel & Casino (The)

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been staying at the The Orleans *********************************************** between 4th of March 2023 and 10th of March 2023. It was all prebooked and paid for via travel agent. At the check-in I was charged a refundable deposit of $250.80. It is 3rd of April and the deposit has not been refunded. Nor any communication from the hotel has been received even thought I have attempted to get in touch with the hotel via email.

  Business response

  04/04/2023

  I have responded to the guest directly.

  Customer response

  04/04/2023

   
  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

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried several times to reach out to the hotel. There has been no response. I checked in at the hotel on January 6, 2023, and the amount paid was $379.45. The room was for a king **** but when I check in I was told it was only double beds. I did not get a strip view room either as the reservation stated. The nature of this dispute is that the room did not meet my expectations. There were bugs, and dust, and the beds were uncomfortable. The reservation was booked through Hotels.com and the itinerary number is **************. I am so disappointed.

  Business response

  01/23/2023

  I apologize that you were unhappy with your recent visit to the Orleans due to your room type and location.  We do everything we can to honor room type requests but sometimes it is just not possible, that is why we do not guarantee them.  Unfortunately because you booked your room through a third party, it looks like Hotels.com, any refund would need to be initiated through them. 

   

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

  Director of Hotel Operations

  The Orleans

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

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

  Customer response

  01/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I will contact Hotels.com for refund.  
  
  Regards,
  
  ***************************
  

  Business response

  01/26/2023

  Hi three, this email was sent to ******************** on January 20 at 11:49am:

   

  Hi ********************, I am reaching out to you because I received your complaint through the ********* Better Business Bureau.  I apologize that you were unhappy with your recent visit to the Orleans due to your room type and location.  We do everything we can to honor room type requests but sometimes it is just not possible, that is why we do not guarantee them.  Unfortunately because you booked your room through a third party, it looks like Hotels.com, any refund would need to be initiated through them.  
  
  *********************************
  Director of Hotel Operations
  The Orleans
  ************
  ************
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Attached is a copy of my 01/03/2023 credit card dispute letter that I sent to Citi Bank.My wife and I checked into the merchant's property on 10/31/2022 and checked out on 11/02/2022 (2 nights). Using Expedia, I made a reservation for this 2-night stay. When I made the Expedia reservation, my credit card was charged $213.37 on 10/16/2022, and the reservation stated that I would pay $79.08 at the property, for a total charge of $292.45.On 11/07/2022, the merchant charged my credit card for $402.70.My credit card has been charged $616.07 for this 2-night stay that, per the Expedia reservation, is suppose to have cost a total of $292.45.The merchant owes me $323.62.

  Business response

  01/05/2023

  The Orleans Front Desk Manager has called the guest and left a message to go through the bill together (front desk and guest) 

  Customer response

  01/06/2023

   
  Complaint: 18682707
  
  I am rejecting this response because:
  After I submitted my complaint to BBB, I learned that the merchant is claiming the I extended my stay to include the nights of 11/02/2022 and 11/03/2022. This is completely and totally incorrect. On the morning of 11/02/2022, my wife and I packed our bags, left the room keys in conspicuous sight inside the room, put the "please clean" tag on the room's outside door know, pulled the door closed behind us, and departed well before noon. We spent the nights of 11/02/2022 - 11/04/2022 in an AirBnb in ******* **. Three documents are attached: 1) Reservation Confirmation for the ********** AirBnB, and an email we received from the AirBnB host thanking us for being great guest, and a letter to The Orleans denying that we stayed at their property the nights of 11/02/2022 and 11/03/2022. 2) An email that I sent to ********* with an attachment that is a form I signed when I checked into The Orleans. This is the ONLY document I signed, and it shows an arrival date of 10/31/2022 and a departure date of 11/02/2022. 3) This attachment has an email from AirBnB that shows I made the ********** AirBnB reservation on 10/16/2022; the credit card transaction that show AirBnB charged my card on 11/17/2022 for the ********** AirBnB; credit card transactions that show I bought gasoline near Essex ** on 11/02/2022, and my wife and I ate in ************* ** on 11/02/2022; a credit card transaction that shows my wife and I ate in ******* ** on 11/03/2022; credit card transactions that show my wife and I ate in ******* ** on 11/04/2022, my wife and I visited ****************************************** (inside ************************) on 11/04/2022, and bought gasoline in ******* ** on 11/04/2022; my statement that "There are no transactions in ********* on 11/02/2022, 11/03/2022, or
  11/04/2022. Also, ******* ** is 110 miles south of *********."

  The merchant, The Orleans, is absolutely incorrect that I extended my stay and they have provided no proof that I extended my stay or that I actually stayed the nights of 11/02/2022 and 11/03/2022. I have provided documentation that supports my contention that I stayed the nights of 11/02/2022 and 11/03/2022 at an AirBnB in ******* ** during a period of time that we visited ************************ and area, and that I was not even in the ********* ** area.
  

  
  Sincerely,
  
  *************************

  Business response

  01/09/2023

  Just got off the phone with the Mahaffeys and clarified that we did overcharge them by extending their room.  I let them know of the refund of  $323.62 and all is well.   They did mention that they put in a dispute with their bank so Ill email accounting to let them know its been resolved on our end.   They were super nice about the whole thing.

  Saturday 01/07/23

  *************************
  Front Office Manager
  Orleans Hotel and Casino
  4500 ****************
  *********, **  89103
  ************

  Customer response

  01/13/2023

   
  Complaint: 18682707
  
  I am rejecting this response because:
  

  ************************* was very professional and helpful.
  
  But, my BBB complaint and ********* credit card dispute have not been resolved.
  
  I've attached a snapshot of my ********* credit card transactions for 11/08/2022. Both of the credits for $323.62 are described as "CITIBANK CONDITIONAL CREDIT FOR DISPUTE." The CONDITIONAL credit needs to be replaced with a PERMANENT credit.
  
  The Orleans ********************* needs to coordinate with ********* to get the CONDITIONAL credit replaced with a PERMANENT credit. When that is accomplished, I will indicate that this BBB complaint has been resolved.
  
  I have notified the ********* dispute department that the CONDITIONAL credit needs to be replaced with a PERMANENT credit. The ********* Dispute Number is D-************, and the email address is ************************.

  Sincerely,
  
  *************************

  Business response

  01/17/2023

  Good afternoon, the Orleans has issued a credit to ********************** credit card on Jan 5th in the amount of $323.62.  I apologize but there is nothing further that can be done on our end.  It is up to ************************ bank to process this credit.  Please accept our apologies for the inconvenience caused by this situation. Thank you!

  Customer response

  01/17/2023

   
  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.

  I've attached Citibanks Transaction Detail, a copy of how ********* has handled this situation from the standpoint of transactions. Very strange accounting.

  I've also attached Dispute Summary.pdf that shows how ********* has made a conditional credit permanent, not by renaming it, but by stating that the conditional credit is now permanent. Very strange accounting.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 17th 2022, I was at Orleans Casino on Tropicana Avenue in ****************. I fell on their property due to their negligence in repairing a large chunk of grouting that was missing between tile flooring. On July 27th 2022, I turned in my medical bills and lost wages as I was off work for almost a month due to my injury. I have had NO one contact me after my fall and very generic replies from their ************************** saying it was turned into their legal team. I am 63 years old and fell because of their negligence. I needed physical therapy on my knee, but could not get it due to my lost wages. I have been bruised and suffered with pain due to this fall and Orleans Casino / *************** has done nothing to take care of my injuries.

  Business response

  08/30/2022

  Contact Name and Title: ***** Forge't
  Contact Phone: ************
  Contact Email: **************************
  This is with our ****************

  Business response

  09/01/2022

  Thank you for reaching out to us regarding this complaint.
  
  Please note that this guest is actively seeking compensation regarding this claim and has threatened litigation. Accordingly, we are unable to discuss specific details of her complaint. However, we dispute her claim that no one at **** has contacted her regarding this matter. We have been in contact with ************** numerous times regarding her claim, and have been working diligently to reach an amicable resolution with her. Those discussions are ongoing.
  
  While we dispute much of ****************** complaint, we will continue our efforts to resolve this matter with her directly.
  
  Thank you for bringing this matter to our attention. If the Better Business Bureau has any further questions or needs additional information, please do not hesitate to contact us.
  
  

  Customer response

  09/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  *************** has NEVER REACHED OUT TO ME, until after I filed this complaint. The first call I received was on Friday August 26, 2022. "I" have emailed their risk management team, specifically ****, sending my documentations and weekly asking her for any updates. Receiving very generic replies, we're sorry for any inconvenience this has caused you, I have passed this to our legal team and it is under review. I do not call that "response" from my initiated email, reaching out to me from **** gaming. If they have documentation "they contacted me", I would be more than happy to look at their files. I was out of work for 30 days, I asked for partial compensation for those FMLA days until a full settlement could be made. Financially ************************************************************************************* I had to go back to work when I still was not doing good. Through pure frustration and anxiety of paying my bills, yes I told them that if this could not get resolved in a timely manner, I would go to the next level.
  Which, is exactly what I am doing with this complaint to BBB. I have no time for this to be delayed by a lawsuit.
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This occurred the morning of Sunday, June 5th 2022 I was awoke by a maintenance person coming into my room at 7am because water was leaking into my hotel room. I was asleep at the time and had not noticed. A large amount of water was dripping into our room from the ceiling, directly on top of my food. The maintenance person told us we would need to pack up immediately and that someone would contact us for a room switch. After two hours of not being contacted, I called the front desk to ask what we needed to do. I was told by the front desk person that it was my fault for not coming down sooner and switching rooms. No one had told us the process to do so. When I asked "So I need to come down with all my luggage for you to give me a new room?" her answer was a short and rude "yep". I was frustrated and said "ok then" and hung up the phone. I called back a few minutes later to ask if we could have a bell hop help, and the same person answered the phone and said "well, you'd know that if you hadn't hung up on me". I asked to talk to someone else, and when I asked about financial compensation, I was told all that would be done for me was a removal of ONE hotel resort fee, at a $20 value. I said that was not enough and I wanted one evening removed from my bill entirely. The "manager" responded that "was absolutely never happening", and then refused to give me any credits. I was told she would not send my call to anyone else. Ive never felt so targeted, belittled, and upset by staff of any company before. We had sewage water leaking into our hotel room and had no compensation. It's absolutely unacceptable and ruined the end of my stay. Attached is my bill, with no resort fee's removed.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/06/07) */ Contact Name and Title: Kim H*******, DirHotelOps Contact Phone: 17023657135 Contact Email: kimberlyh*******@boydgaming.com Hello Ms. *******, I apologize for your experience and will reach out to you directly to resolve. 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. ↩