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ComplaintsforPeppermill Resort Spa Casino
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Complaint Details
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Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear Management I am writing to convey my disappointment regarding my recent stay at Peppermill from [may 12th] to [may 14th]. My experience was negatively impacted by several issues, including a lack of recognition for a special occasion.Firstly, the condition of the room upon arrival was unsatisfactory. The air conditioning] was not working correctly, and despite my efforts to have it fixed, the response was delayed and ineffective.The service quality was not up to the expected standard. An incident that particularly stood out was hot water was not working , which did not align with the high standards promoted by your hotel.Additionally, I developed a rash during my stay, which I suspect was caused by the bedding or other allergen in the room]. This health concern is alarming and suggests a lapse in the hotels hygiene protocols.Moreover, I was disheartened by the lack of birthday promotions or acknowledgments. As a guest celebrating a birthday, which was noted during the booking process, I was surprised to find no special offers or gestures made by the hotel to mark the occasion. This oversight was a missed opportunity to enhance guest relations and personalize the experience.The general maintenance and cleanliness of the hotel, particularly in areas like the entire casino was above expectations, detracting from the overall ambiance and guest dissatisfaction.I chose Peppermill for its reputation and the quality of service it advertises. Unfortunately, my stay did not reflect these standards. I trust that you will address these issues promptly and thoroughly.In light of these concerns, I am not requesting a formal apology and a compensatory measure, such as a refund or a complimentary stay, to make amends for the inconveniences faced. Such a gesture would demonstrate your commitment. Perhaps a Comp stay of 1 night or something would b great Thank you for your attention to these matters.Sincerely,Your biggest and best customer *************************Business response
06/02/2024
We do realize that in a resort our size, 1621 rooms, maintenance issues will arise which is why we have a dedicated 24- hour service excellence texting service to address issues that *** arise. Additionally, our Front Desk is staffed ************************************************************************************************************************************ this instance, in the event of the A/C not performing properly or a lack of hot water that could not be repaired our Front Desk would have given the guest an option of moving rooms to accommodate these shortcomings. Concerning the possible allergic reaction to our bedding, again if alerted, we offer hypoallergenic bedding at the guest's request. We do apologize for the lack of awareness of the birthday celebration as this is something we try very hard to acknowledge.Initial Complaint
04/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was at the Peppermill casino spending money and I was here for about two hours and over the last year. I probably spent close to $150,000 in here I get to drink one day a month as a single father asked for a drink two times spoke to a manager. They went to get a cocktail waitress who never came and then has the nerve to come right in my face and then I got this security harassing me about my Situation and was still not offered a drink by I know event trespassed, but these people who are harassing me in fact, and heres a copy of the document and witnesses will be close at a later timeBusiness response
04/11/2023
Our ******************* was notified on the 9th of April 2023 at approximately **** hours by a Cocktail Server that the guest was angry that he was not able to get a drink. When she was finally able to make a round in his section, he was verbally abusive towards her. When our Security Officer made contact with the guest he was politely asked for identification, the guest immediately became aggressive and accused the officer of harassing him. The guest initially presented his identification, but then snatched it back out of the officer's ***** The Security Officer advised the guest that they were there to hear his side of the story at which time the guest presented his identification but remained aggressive and argumentative. The guest remained uncooperative, and the decision was made to trespass him for undesirable conduct towards our employees.
A number of our team members have been with us for many years and one of the reasons for that lack of turnover is due to the properties desire to ensure our team members are treated respectfully by all customer groups...at all times. Abusive conduct is never acceptable and is dealt with immediately.
As with any guest that is trespassed, this guest has the option of contacting our Director of Security to discuss their trespass.
Customer response
04/12/2023
Complaint: 19915185
I am rejecting this response because: it is the truth that after being very polite the first TWO times I was approached by (not a cocktail waitress) but a black suit which I assume was a manager who shut my service light off and said she would send somebody since it had been over two hours and $800 later! 45 minutes after this as well as the cocktail waitress who had been near our section and skipped all of us on both occasions! She finally, after me literally having to get up and go to her and ask for a drink said some smart a** comments to me and lied straight to my face at which point I told her I am a single father and local business owner and get to have drinks only one day a month and that was today! She once again smarted off and I simply told her I didnt even want the f****** drink any more then security came asked for if and then held it for the better part of ten minutes at which point I asked for it back and she continued to withhold it at what point I snatched it back! I was definitely harassed and was treated like s*** after not being offered a single drink after two hours and over $800 later and I am usually a person who tips a decent cocktail waitress at least $5 per drink on the rare occasion Im able to have them! I DI NOT RECOMMEND THIS CASINO TO ANYONE! The promotions are non existent to not worth it and service is LESS than exceptional!
Sincerely,
*******************************Initial Complaint
03/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I played in, and won, a poker tournament (for on November 9th, 2021 at the Peppermill Casino (I was in town, visiting with a friend of mine). After I won and returned to see my friend at the hotel we were staying at, I informed him of the details of the tournament I played in. He told me that he it seemed the money I won was unusually low. Sure enough, when I added up the number of entries and subtracted out deductions, the total amount paid out in the prize pool was short. I told him that maybe I misremembered the number of entrants in the tournaments, that maybe the number of entrants/players was actually lower. The next day, however, I confirmed with the tournament director that the number of entrants was exactly the number I thought it was, 36 entrants/players. (I didn’t want to bring up to him that the amount paid out in the prize pool, and to first place, even accounting for deductions, was short, as I didn’t want to cause a scene/make him to look bad). By my rough estimate/calculations, I was shorted around $200.
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.