ComplaintsforSam's Town Hotel & Casino

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at this hotel on Saturday 9/11/21 thru 9/13/21. On the very first night my husband and I got ready for bed and as I was getting in the bed and proceeding to pull the sheet and blanket on me right after I did that I noticed a red stain. I taketh maybe a female period cycle stain. I panicked something terrible with all the Covid concerns going on and to see that right away freaked me out. I called down to front desk right away to make complaint they sent up the head supervisor from housekeeping to change sheet and she took a picture of it and so did I. I believe her name was Anna. She had no words other than an apology. By then my whole night and 2nd night was very uncomfortable. Not to mention A/C wasn't working properly, shower had low pressure water, just a very uncomfortable 2 nights. I complaint again when I checked and nothing was offered and I wouldn't want nobody else to go through what my husband and I went through.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/24) */ The hotel did receive a complaint from the guest staying in room *** under the name Rosyln J******, regarding a red stain on the sheets. The housekeeping department did respond and replaced the sheets in the room and apologized. We have no record of the guest calling in regarding to the A/C or water pressure in the room or requesting a room change or refund which we would have been happy to do. We are very sorry for the inconvenience and as a gesture of good will the hotel will refund the 1st night's room and tax to the credit card on file. Thank you! Consumer Response /* (2000, 7, 2021/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept but I did call down to front desk to make complaint about the water pressure and A/C also a technician came up to the room and reset the A/C so them saying they didn't have a report of me calling is a lie. I will accept the 1 night for now but will still like to challenge the report that said I never called for possibly returning both days. Consumer Response /* (3000, 11, 2021/10/21) */ I stayed at this hotel from 9/11/21 -9/13/21. I made a complaint with BBB against Sam's Town Hotel on September 23, 2021 Complaint ID is ******** and I received my response on September 28,2021. They offered to refund one night which I paid 2 nights. They said they was only paying one night of what they called good deed. They however went on to say they would have happily refunded both nights but had no record of me calling about AC or water pressure problem. I disagree because a technician came up to my room to adjust the AC but overnight it went down again. My complaint is how would a technician know to come to room *** If I had not called. My stay was from 9/11/21 to 9/12/21. It was miserable between the blood on the sheets that I had to call on the very first night and the 2nd night I had to call again about the AC. I'm request my 2nd night refund as well. I paid a total of 212.42 and was refunded 127.68 I want my remaining balance of 101.70 refunded as well. Thank you. Business Response /* (4000, 15, 2021/11/04) */ Again, we sincerely apologize to have fallen short of your expectations and that our first look into your feedback did not reveal the initial call about the air conditioning unit. As we looked further and researched records of our Facilities department, we see that the issue was indeed called in to our team and was repaired 16 minutes later. Unfortunately if you had additional issues after that we were not notified in order to be able to address them. The next guest staying in this room did not experience any similar issues, so we had no other indication that there were any issues continuing in this room. While we are sorry to disappoint, we feel that the previously accepted offer of a refund of more than 50% of your stay was appropriate. Thank you! Consumer Response /* (4200, 17, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) You first said you never had a report that I called about the A/C. You are liars and I will be going on social media websites to warned people not to ever stay at this hotel because you are liars who just rip people off. Next time clean your bloody sheets before putting on your guest beds. This hotel is DISGUSTING AND NASTY ANS I WILL BE LETTING EVERYONE KNOW!!!!!!!!

*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. ↩