ComplaintsforEdgewater Hotel & Casino
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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Disappointing stay at the Edgewater Hotel in ********, ******, from May 6, 2024, to May 10, 2024. Upon checking into my room, I noticed a lack of cleanliness in both the bathroom and the bedroom. I promptly reported this to the front desk and was assured that the room would be attended to. However, after several hours, it appeared that no additional cleaning had been performed.On the morning of May 9, 2024, I awoke to find numerous red, itchy bumps on my left forearm, wrist, and hip. Initially, I was unsure if these were bug bites or symptoms of an allergic reaction. By the following morning, May 10, 2024, the bumps had significantly increased in size and itchiness. I checked out of the hotel that day to drive to Phoenix.Upon my return to *******, it was confirmed that the marks were indeed bed bug bites. I have attached photos for your reference. I contacted the Edgewater Hotel on March 10, 2024, and informed them that I had vacated the room. The front desk informed me that the room would be closed off for a full inspection by a professional company.I was then transferred to the security department, where I relayed my experience and was instructed to call back on Saturday for an incident report. When I called back on Saturday, May 11, 2024, I was told that I would need to wait for an incident number before a refund could be processed. I followed up on my report on Sunday, May 12, 2024, and was advised to call back on Monday, May 13, 2024, as an incident report number was not yet available.Today, May 16, 2024, I contacted the Edgewater Hotel again to inquire about a refund. I was informed that the manager was currently unavailable but would return my call. I was then transferred to security, where I provided additional information about my experience. The security officer I spoke with, *****************************, provided me with an incident report number, IN20240006360, and advised me to call back in a day or two to check the status of my report.Business response
05/20/2024
We have contacted the guest to resolve directly and will be offering a refund for his stay.Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My wife and I found ourselves in a regrettable situation at the Edgewater Casino ************ The club failed to honor their "unlimited drink package after 3 drinks" policy, leading to our removal. Subsequently, at the Aquarius Hotel, where we had a room, we were asked to leave due to it being a sister property.Despite our attempts to handle the matter calmly, the security personnel remained unresponsive and did not attempt to de-escalate the situation. I maintained a reasonable demeanor throughout, suggesting a simple resolution by requesting a refund if the drink package couldn't be honored.However, the comedy club manager and bartender responded with extreme vulgarity. The manager arrived, immediately instructing us to leave, and security was already positioned without any prior dialogue. Notably, I left voluntarily before any formal trespassing notice was issued, only to discover later at the hotel that we were indeed trespassed.The lack of communication, refusal to address the issue, and the abrupt escalation of the situation were disheartening. We hope for a fair resolution to this unfortunate incident.Business response
12/27/2023
Dear valued guest,
We appreciate you reaching out to us regarding your recent experience.
Per our correspondence with you, we have lifted your trespass from all of our properties, and have refunded you for the additional costs incurred as a result of the incident. Additionally, we welcome you to stay with us again on a future visit and we will gladly cover room and tax for a two-night stay.
We hope that our efforts to rectify the situation are well received and that you decide to visit us again.
Kind regards,
Aquarius/Edgewater Management
Customer response
01/03/2024
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
05/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The hotel plumbing staff stole cash and jewelry from our roomBusiness response
06/05/2023
Dear valued guest,
We have done our due diligence and have completed our investigation of your claim. We could not find any evidence to substantiate your claim. If you would like to file an official report with our *************************** they can be reached at *************.
Sincerely,
*************************
Executive Assistant to the General Manager
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.