ComplaintsforAquarius Casino Resort

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am writing to file a complaint against Aquarius Casinos Resort in ********, ******. We booked at a suite, stayed for two nights June 7-9. During our stay we encountered many issues and concerns. Our first issue was the elevators, there were only 3 of 6 elevators functioning somewhat correctly in the ************* there was always a 20+ min wait to go up including going back down it was another 20+ min wait and when brought to attention of the Supervisor of the front desk it was disregarded. The main concern after our stay was a few of our party members including our baby were bit by a bed bugs multiple times. We didnt notice until after we left when we felt the symptoms of the bites. We hope by filing this complaint, action is taken to correct the disregard and negligence of the supervising staff. We paid $419.86 CONFIRMATION#: LAUAQU114277931

  Business response

  06/17/2024

  Dear valued guest, 

  Thank you for bringing the issues you experienced while you were our guest at Aquarius Casino Resort to our attention.  We appreciate your feedback as this is the best gauge we have of our performance. 

  Please accept my sincere apology for the slowness of the elevators during your stay.  Our records indicate that you visited on a sold-out weekend and two of our six elevators in the tower you stayed in were indeed down.  Heavy traffic times can slow the elevators down for all guests and we regret this inconvenienced you and your party in any way.  As a gesture of goodwill, we have refunded your resort fees back to the card we have on file in the amount of $47.26 for your inconvenience. 

  Please also accept my apology that you did not receive exceptional service from our hotel management staff.  Please know that our team members are instructed not to give their last names as a safety precaution.  We are sorry that our team member seemed unwilling to assist you in the manner in which you expected.  

  We do appreciate your patronage and look forward to another opportunity to serve you in the future. 

  Kind regards, 

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

  EA to the General Manager

  Business response

  06/17/2024

  This issue has been resolved with the customer

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/8-9-24.1.The elevators were consistently malfunctioning, causing wait times exceeding 20 minutes to either access my room or the casino floor. Multiple elevators were out of service simultaneously, resulting in intolerably long lines, managed only by the installation of posts to coordinate the crowds.2.Unsafe and Trapped Feeling: The elevators functionality was abysmal. When attempting to travel down just one floor, the elevator would ascend several floors before descending, stopping at each floor along the way. On one occasion, it stopped on 16 floors before reaching the ground floor. This caused not only frustration but also a profound sense of being trapped and unsafe.3. front desk stated on 6/8 There were no accessible stairs from the first to the second floor near the front desk, leaving the elevators as the only means of movement, exacerbating the feeling of being trapped. 4.When I expressed my concerns to security, they advised using the elevator hallway phone for assistance with the private elevator. However, when I attempted to use this phone, the number provided for the front desk was invalid, leaving us without a reliable means of escape or assistance.5.**** and Unprofessional Staff: When I approached the front desk to discuss these concerns, *****, the supposed front desk manager, was incredibly rude and dismissive. Rather than addressing the issues, she called security in an attempt to have us removed from the hotel, despite us having done nothing wrong. When I requested ****** name, she refused to provide it and instructed a colleague not to tell us either. After persisting, her colleague hinted at reading name tags, but ***** deliberately turned away and retreated to the back office to avoid identification. This appalling treatment and the hazardous conditions led us to feel so uncomfortable and unsafe that we checked out on 6/9, opting to stay at another hotel. This forced us to incur the additional expense of paying for two rooms.

  Business response

  06/25/2024

  Dear Ms. ********************** you for your recent stay at Aquarius Casino Resort.  We do appreciate your business and apologize for your inconvenience during your stay. 

  We are aware of the delays with the elevator during the very busy weekend you were here. Two of our six elevators were down during this time.  Our Security, Facilities, and Hotel staff were on hand to assist guests to the service elevators to help with delays.  At no time were any of the working elevators completely stopped for any length of time with guests in them. However, the ride can take some time when stopping at every floor. 

  Our records indicate that our *************** Manager did refuse to give her last name.  Please understand that this is company protocol for the safety of our team members, and we are easily able to determine who a guest spoke to by knowing the first name and department for which they work. 

  As a gesture of goodwill, for your inconvenience, we have refunded the credit card we have on file for the resort fees in the amount of $47.26. 

  Thank you for bringing this issue to our attention. as we take all complaints seriously and investigate thoroughly when received.  We are constantly striving to improve upon our service and guest feedback is one of our best gauges to do this.  We hope that you consider being our guest in the future.

  Sincerely, 

  The Aquarius Casino Resort

   

  Customer response

  07/01/2024

   
  Complaint: 21823344
  
  Due to the elevator situation, and the anxiety, stress, and mental anguish of feeling trapped on the 12th floor, we had to find a new hotel for Saturday night. The correct course of action is to compensate us for Saturday, as we didnt stay. Check the badge swipes; we left that evening and never returned. The fear of being trapped on a high floor and then being stuck in an elevator with over **************************************************** down, was overwhelming. Additionally, security assured us that the elevator phone worked for immediate assistance, but it didnt, exacerbating our anxiety.
  
  While I understand that employees are not obligated to provide their last names, the poor customer service and blatant evasiveness of the staff member in a leadership role were unacceptable and added to our distress.
  

  Sought resolution: compensation for Saturday nights stay in addition to the repost fees for both night. 
  
  Sincerely,
  
  *********

  Business response

  07/05/2024

  Dear Ms. ******************** records indicate that you booked with a 3rd party booking site.  We are in the process of contacting Expedia/Hotels.com on your behalf to request a refund of room and tax for Saturday night, 6/08/24.  We expect you will see a refund within 7-10 business days to the card they have on file for you.  

  Please be aware that since you did not book directly with us, the Aquarius Casino Resort does not have a record of the credit card you used or the amount you paid through the booking agency.  The refund will appear from that company and not the Aquarius. 

  Ms. Key, we hope we have satisfied your request regarding this matter and look forward to an opportunity to serve you in the future. 

  Kind regards, 

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

  EA to the General Manager

  Customer response

  07/08/2024

   
  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

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bug bites. My cousin, aunt and I stayed at the Aquarius hotel 4/5-7/2024. Room 9052. My cousin and aunt slept in on bed and I in the other. A couple of days after I got home I started itching and discovered my upper arms, forearms, right calf and fingers have over 50 bug bites. After researching my symptoms. I am positive that these are bedbug bites! I am really upset about this and terrified that I may have brought these bugs into MY home! The health department should be notified.

  Business response

  04/23/2024

  Hello ******,

  Thank you for contacting us. I'm truly sorry to hear about the less than satisfactory experience you encountered during your recent stay. Having thoroughly reviewed your complaint along with the accompanying documentation, I am in agreement to offer a complete refund for your hotel stay, inclusive of any resort fees you may have incurred. If you wish to explore this matter further or require additional clarification, please feel free to inform me. Additionally, I've tried reaching out to you via phone.

  
  Thank you.

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

  Risk Management 

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

   

  Customer response

  05/09/2024

  The complaint has been resolved.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/21/2024 at 1:00 am. I put a $100 bill into a slot machine at Aquarius casino in ********. The machine took the money as normal but didnt count it on the screen as playable funds. After contacting staff they told me i was a liar and refused to refund me any monies. I was a guest at this hotel and and astounded by the way this was handled. Terrible business practices and management to follow is horrendous. A guest i was mind you. Never again

  Business response

  04/02/2024

  Dear valued guest, 

  We are in the process of reviewing your claim and will respond to you once we have completed our investigation.  We thank you for your patience and understanding. 

  Kind regards, 

  Aquarius Management

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was severely bitten by bed bugs from the hotel and having an allergic reaction.

  Business response

  09/19/2023

  Dear ***************************,
  
  I hope this message finds you well. We have carefully reviewed your request, and we are pleased to inform you that we have decided to offer you a refund for your hotel stay, as per your desired resolution.
  
  Your satisfaction is important to us, and we genuinely appreciate your feedback. We take your concerns seriously and are committed to addressing them to your satisfaction. To expedite the refund process, someone from our *************** team will reach out to you to go over the process.
  
  Thank you for choosing our hotel, and we look forward to serving you in the future.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife and I stayed at the Aquarius on May 25, 2023. On the morning of our departure, I made coffee for us both. As I handed my wife her cup, the bottom fell out and hot coffee spilled on her leg, causing ***** and pain. I called security, who provided ice packs and asked me to complete an accident report.We understand that accidents happen, but we were disappointed that management did not reach out to ** to inquire about my wife's well-being. Two weeks have passed since the accident, and we have not heard from anyone at the hotel. This is poor customer service and does not reflect well on the establishment.We had a generally positive experience at the Aquarius, but this incident has left ** with a sour taste in our mouths. We would not recommend the hotel to others until management takes steps to address this issue.

  Business response

  06/12/2023

  Dear ****** and *****,
  
  We were disheartened to learn about your unfortunate experience during your recent visit to our Hotel. We sincerely apologize for the discomfort and inconvenience this incident has caused you.
  
  First and foremost, we want to express our concern for your well-being and assure you that your safety is our utmost priority. We deeply regret any distress caused by the lack of communication following the incident.We acknowledge that reaching out to check on you would have been an appropriate course of action, and we sincerely apologize for this oversight.
  
  Regarding your injury, we understand the seriousness of the injury you sustained and its impact on your overall experience. We would like to extend our support, let us know a preferred method of communication so that we may discuss the matter further.
  
  Once again, we apologize for the discomfort caused and for the lack of communication. We genuinely appreciate your feedback as it allows us to improve our services and prevent similar incidents from occurring in the future. We remain committed to ensuring the safety and satisfaction of our guests.
  
  Thank you for bringing this matter to our attention, and we look forward to connecting with you soon.
  
  Sincerely,
  
  *****************************
  Risk Management Manager
  ************

  Customer response

  06/12/2023

   
  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

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Attended a concert at ********************* on 10/22/23 (Hall and *****)We paid $300.00 for two tickets at Ticketmaster and did not get to stay for the concert because the wind was so strong that it was whipping our hair and dust into our eyes. Also the big screen where the artists can be seen was lowered (due to the wind) so we could not see the performers because the crowd were all standing.I went to the Aquarius website and sent a written complaint on 10/26/22 but never received a response.I sent a follow up complaint on 3/15/23 on the Aquarius website.

  Business response

  04/03/2023

  The complaint was addressed and concluded to the satisfaction of our Guest.

  Customer response

  04/03/2023

   
  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.

  Thank you so much for helping to resolve this situation!
  
  Sincerely,
  
  ******************************

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/22/21. Checked into room **** at around 6:30pm. Went out to eat and play casino games coming back to the room around 10pm. Found a bed bug crawling on the pillow of the bed. Attempted to call the front desk to report the problem, I stead was told to go down front to the front clerk vs a manager coming to the room to investigate the issue. Brought all belongings down front and called again finally reaching a manager Danielle close to 10:30. Obviously we did not want to stay in a hotel with potentially till bed bug infestation. Hotel manager refused to accommodate our stay in an affiliated hotel next door, refused to call another manager to file a formal complaint, and refused to do anything about our clothes and suitcases that can not be utilized now due to being in a room with bed bugs. I am now out 100s of dollars in clothes and luggage, had to drive back home 45 miles u expectedly all due to this issue with no resolution or even a suitable apology except attitude from the "manager" on site. Very poor customer service and a significant health code violation that could significantly effect other patrons as well as us.

  Business response

  09/03/2022

  Business Response /* (1000, 5, 2022/08/02) */ Contact Name and Title: Mary G****** Contact Phone: ********** Contact Email: mary.g******@goldenent.com Spoke with Mr. ****** and advised of our position. He stated he understands and accepted a good will gesture offer. case closed. Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told I would be offered compensation in the form of hotel credit compensation which has yet to happen. Which to me is another sign of poor communication and multiple broken process with this company. They are more than welcome to reach back out. Business Response /* (4000, 9, 2022/08/17) */ Item resolved with Guest, who was satisfied. Consumer Response /* (2000, 11, 2022/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company provided great customer service and assisted in fixing this issue

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had reservations for my wife and I for Aquarius Hotel and Casino on 4/18/22 for 3 nights. I'm on Chemo and one of the effects I have is lack of oxygen in the lungs. I recently had an oxygen machine sent to me so I could finally travel again without the use of bulky cannisters. Second day using the machine a malfunction occurs needing new replacement. Company said it'll ship ASAP and should have in 24-48 hours. Wanted to change dates of stay so we could continue with our long-awaited little vacation. Reservation was over 24 hrs away so no problem, right! They charged me $109. cancellation fee. I couldn't even change dates by a few days. I called hotel reservation and was on hold for 15 minutes only to be put on hold again after explaining situation. 5 minutes later phone gets hung up. Always enjoyed this place and patronize it. Not anymore. Was very disappointed.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/04/20) */ Dear sir, Please accept our sincere apology for the trouble you had when trying to cancel your reservation. We are very sorry for the poor customer service you received. We are happy to refund your deposit amount, which our records indicate was $90.11. We will put that refund in as soon as possible and you should see the credit within 5-7 business days. We hope that you will continue to give your patronage to Aquarius Casino Resort. We look forward to another opportunity to have you as our guest. Consumer Response /* (2000, 7, 2022/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Upper management called me personally to explain what happened, I believe her name was Cindy and was more than happy to refund my money and the conditions that accounted for this. I will be using them again in the future.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My issue is i can not seem to get ahold of anyone that either cares or is willing to help me figure and get what was stolen from me i have 2 charges that i never made on my ******************* debit card one at the front desk and other in reservation i never made em nor. Did i stay one charge on 10/09/2021 for $133.88 and other 10/11/2021. For $205.89 how do i get my money back or get something done and not be at a loss once again?? please help me

  Business response

  06/15/2022

  Business Response /* (1000, 8, 2021/11/29) */ Contact Name and Title: Cyndi M******/Exec Admin Contact Phone: 702-298-5153 Contact Email: cyndi.m******@goldenent.com Dear valued guest, Thank you for advising us of the issue with your credit card. We refunded your card in the amount of $339.77 for all room and tax charges on 11/16/21. Your bank should show the credit within 5-7 business days. If you have any questions, please do not hesitate to contact the General Manager's office. Sincerely, Aquarius Management

*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. ↩