ComplaintsforSaratoga Gaming & Raceway

• Initial Complaint

  07/15/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My very pregnant wife and I arrived at the Saratoga Hotel at 3 pm after a 4-hour drive from New Jersey and were graciously allowed to check in early. Once in our room, we noticed hair on the toilet and bed. We called the front desk, and a housekeeper promptly changed the sheets and cleaned the toilet. Shortly after, we saw the bathroom door didn’t shut properly and the lock didn’t work. I notified the front desk, and they offered to send someone up immediately. However, we weren’t available to wait, so I suggested I'd call back when we were. I also asked to speak to the manager, only to be told he was out of town. Later, we enjoyed the pool and hot tub until I got a scratch on my foot. I saw a broken piece of plastic sticking out from a damaged filter at the bottom of the hot tub. I took a picture of my scratch and the hot tub damage. Appx 10 pm, I showed the front desk staff the photo of the hot tub damage, urging her to have it fixed before someone got seriously hurt. She noted it and promised to inform her boss. Appx 10:40 pm, we came down from our room to enjoy the outdoors. As we got off the elevator, we were confronted by an angry security manager. He asked if I was the one who reported the injury, then demanded to see my injury. I showed him the scratch on my leg, and he mocked it, calling us a nuisance. He accused us of causing trouble and gave us 10 minutes to pack and leave or he'd call the police. We waited for the police, who arrived around midnight. After some time, the officers confirmed that the security manager wanted us off the property. They escorted us to our room, we gathered our stuff and found a new hotel Appx 2 am, as many were fully booked. My wife and I, openly Jewish, believe this incident was a case of blatant antisemitism by the security manager. We notified the hotel management and security of every detail. They reviewed the footage and verified our account. Our vacation was ruined. I have more details but theres a character limit.

  Business response

  07/23/2024

  Mr. *** failed to cooperate and comply with the hotel front desk staff and Security Manager at Saratoga Casino Hotel.  Saratoga Springs City Police responded to the hotel and Mr. *** has been excluded from the property for an indefinite period of time.  He was given a full refund of his hotel payment.  

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  THE BUSINESS MAKES NO MENTION OF HOW IN ANY WAY HOW ME OR MY WIFE FAILED TO COMPLY WITH THE FRONT DESK OR SECURITY MANAGER AT ANYTIME! IN FACT WE WERE ABUSED MY THE SECURITY MANAGER AND HE CURSED ME AND MY WIFE OUT FOR NO REASON AT ALL OTHER THAN MAKING LEGITIAMTE COMPLAINTS REGARDING THE BROKEN HOT TUB AND BROKEN BATHROOM DOOR AND DIRTY BEDS AND TOILET (EVERYTHING IS DOCUMENTED WITH PICTURES). IN REGARDS TO THE FRONT DESK THIS MAN MATT C****** THE GENERAL MANAGER FROM SARATOGA CASINO HOTEL, IS COMPLETELY OUT OF HIS MIND TO SAY WE DIDNT COMPLY WITH THEM. THEY NEVER ASKED OF US TO DO ANYTHING AND WE WERE NICE AND COURTEOUS AND ANY CAMERA FOOTAGE WOULD BACK US UP AND DID ACCORDING TO EILEEN C***** FROM SARATOGA CASINO HOTEL( FORMERLY OF THE  SARATOGA SPRINGS POLICE DEPARTMENT). BY VIRTUE OF THE POLICE COMING DOWN DUE TO WHAT WE ALLEGE IS THE ANTI SEMITIC SECURITY MANAGER DOESNT PUT US IN THE WRONG. WE WILL BE PURSUING SERIOUS LEGAL ACTION AGAINST YOUR PROPERTY. WE HAVE EVERYTHING DOCUMENTED. (: 

   

  \IF WE CALLE DONE TO MANY TIMES TO COMPLAIN MATT, YOU CAN CRY US A RIVER!

   

  NEXT TIME ANSWER THE PHONES AND TELL US WE ARE DOING NOTHING FOR YOUINSTEAD OF REPEATEDLY IGNORING US! 

   

  SINCE THEY ARE WRONG THERE WILL NO RESPONSE TO THIS (:

   

  LADIES AND GENTELMAN READING THIS.

   

  STAY AWAY!

  
  Regards,
  
  ****** ***
  
  
  
  

  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved a hotel room at the Saratoga Racino Hotel because there was entertainment (*********) in the Vapor Lounge. My husband and I wanted to drink and be responsible by staying on the premises and not driving. When we arrived at check in, we were informed that the band was canceled due to the incoming storm. They did not want to travel. I expressed frustration and my husband said that we would have no need to stay. We wanted to cancel our room. We were informed that was not possible as it was too late to cancel and were not going to be refunded the room amount if we left. They allowed the band to cancel so that they were not inconvenienced by the storm and forced to stay over. However, they did not afford their hotel guests the same privilege. The night ended up being an expensive evening with nothing to show for it. When I reached out in frustration (and commented on social media about it), they offered me a 50% discount on a room for the NEXT band event. I believe that the advertising of entertainment (for which MANY people booked rooms) and not allowing cancellation when the band canceled amounts to fraud. At the very least, I would like my room refunded. (The icing on the cake was no power in the morning. We could not even get a cup of coffee. They made no preparations for a storm that was forecasted for over a week.) I was angry with the total apathy of the staff for the entire 15 hours that we were on site. I would like my room refunded (even though we incurred other costs from our short stay thanks to the cancellation).

  Business response

  03/23/2023

  n February 8,2023, Ms. ***** made a room reservation for a stay on March 3, 2023. The reservation was made online for a standard king room at the rate of $179 plus tax for one night, using a credit card to guarantee it. Ms. ***** received both a confirmation email and a "reminder" email on February 8 and February 24, respectively. Our cancelation policy is clearly stated on the confirmation email.A winter storm had been predicted for the area in the days leading up to March 3 and in the morning or early afternoon hours on that date the band scheduled for the show at Vapor canceled. Any people that had tables or lounges in Vapor were contacted by a Vapor representative and given the opportunity to reschedule or get refunded. Ms. ***** did not have a table or lounge reserved so we would not have had prior knowledge of her reason for visiting Saratoga Casino Hotel on that night. Saratoga Springs is a very popular destination year round and our 117-room hotel is filled almost every weekend, even in the winter. Our casino helps keeps us busy and many guests, especially those with local addresses like Ms. *****, come to our hotel for a nice getaway for a night or two.Upon arrival is when we believe Ms. ***** asked if the band scheduled for Vapor that evening was still performing and was then given the bad news. At that point is when she informed the hotel she wanted to cancel her reservation and receive a refund.Keeping in mind that we have been holding her reservation for almost one month, we have potentially turned away hundreds of other people trying to reserve that room. We understand that Ms. ***** was disappointed but all guests have up to 72-hours prior to arrival to cancel without penalty. Inclement weather is a known risk when reserving a hotel room in the northeast in March.On March 3,2023, a snow storm with wet heavy snow hit the region leaving thousands of homes and businesses in Saratoga County without power for a short amount of time; our hotel included. The hotel provided complimentary coffee for as many guests as possible that morning,On or about March 8, 2023 Ms. ***** communicated with Kathleen A*******, Senior Director of Guest Experiences &Entertainment, via email and was offered 50% off her next stay with us (594.50 plus tax), a complimentary table in Vapor Nightclub($20 value) and a free round of drinks all on the next scheduled date of the band that canceled on March 3,2023. Ms. *****declined.I have included documentation of all items mentioned in this letter and am certainly available should you have any questions Matt C*****Corporate Director of Hotel Operations

  Customer response

  03/27/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have asked that my room be refunded. The band that they advertised was permitted to cancel due to a storm that had not yet, arrived.Upon check in, the clerk informed me (I did not ask) that the band had canceled out of an abundance of caution due to the upcoming storm. I asked to have the same courtesy extended to us, as we were only there for the band. We were declined the same courtesy. The only response was that I could return for the next band performance and pay for another room. Although discounted, this did not make up for the expense of paying for a room to see a performance that DID NOT HAPPEN. It was reasonable for the band to travel and perform, as not a snowflake had fallen by the schedule time of the performance. The venue was kind enough to allow the band out of its contract, but not patrons who booked the hotel for the purpose of seeing the band. This is fraudulent and bad business. They did not keep their promise and we incurred an expensive night in the hotel for nothing.(I originally understood their offer to be a 50% off room and a $98 value in Vapor for the next show. But, that was not the case. They offered something much less ($20 table fee waived and still paying for a room). The event was an expensive debacle and I do not think that they should be allowed to make a profit on the room when they did not honor the promise of a show for the evening (the whole purpose of attending). Regards, ******** *****

  Business response

  03/31/2023

  The band canceling was completely out of our hands. They have a contract with our property that includes a clause stating that they have the right to cancel if inclement weather could impede their travel to Saratoga Springs from their origin in Massachusetts. Guests do not have such contracts with the hotel. Ms. *****, like all hotel guest with reservations, had up until 72 hours prior to her arrival date of March 3rd to cancel her reservation, but did not. Additionally, referring back to our original response to this case, the hotel had no prior knowledge that Ms. ***** was here because of the band scheduled to play in Vapor. There was email correspondence between Ms. ***** and Kathleen A*******, Senior Director of Guest Experience & Entertainment on or about March 8th clearly stating what our compensation offer was (listed in our first response letter to this case) to attempt to make up for Ms. *****'s experience. Ms. ***** declined that offer. We provided Ms. ***** overnight accommodations that she agreed to be liable for the charges (electronic registration form signed by Ms ***** enclosed). There was a county-wide power outage and the unfortunate matter of the band at the property's nightclub canceling, but we feel that our compensation offer was fair and made in good faith. 

  Customer response

  04/02/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The venue advertised a show that was canceled at the last minute. Their hotel reservation system should state that rooms will not be refunded if entertainment/events are cancelled. It was a fraudulent experience because they did not hold the show. I have only experienced this 2 other times in my life and both times, the hotels refunded the room or offered a FREE room for another event (not offering to spend MORE money on a room to come back again). Their idea of "generous compensation" is a joke and insulting. Regards, ******** *****

*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. ↩