ComplaintsforChoctaw Casino and Resort

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The last time I had been to Choctaw in ****** during 2023 was end of September. I had been on their 3rd level rewards program level (Sapphire). So, I was being comp rooms being able to choose from 7 days a week each month. Plus, I was getting a higher amount towards "free ***** ****** credit & being offered free event tickets. On 10/3/23, I had fractured 3 - 4 places on my spine. Then, I was diagnosed with bronchitis late November or early December. Plus, I was rushed by ambulance on Saturday 1/6/24 to ************************ in ******************** **. They diagnosed me with blood clots in my lungs. So, I had to stay in the hospital for a week. Because of all that & having no money coming in due to health, I wasn't able to go back to Chocktaw till the end of February 2024. Turned out that they had wiped my rewards account clean because I hadn't been there in a few months. So, all the points & etc that I had earned was no longer there. All the money had I spent in the past meant nothing to them. Which means I am having to start allover from scratch. After speaking with several other reward program members, the same thing had happened to them too. OH YEAH, MY PLAYER REWARDS # DC002143419.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/14 and 2/15/24 ****** is the total price I paid for the services. I was supposed to get a full service pedi and mani, waxing, hair wash, cut, dry, and style.The dispute is, I did not receive the full service of the service a I paid for. I would like a refund. The services provided to me were not what I paid for. They did not do a complete job. I talked to a manager and was supposed to get a call back and have heard nothing. I would like to get this resolved and a refund thank you.

  Business response

  03/12/2024

  We have reviewed the case with our Spa team and will not be issuing any refunds.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited Choctaw Casino and Resort with my wife for her birthday 020624.The USB outlets (every single one) did not work. Staff responded without apology and said for the service typically available,.. we would have to pay extra for a solutionThere were no microwaves (at $170+ a night). Staff responded unapologetically again by telling me that I would just have to leave for warm food as they offered no such service anywhere throughout the entire facility.We specified non smoking yet it still smelt like smoke so much so that it easily poured into the room. This was extremely Important due to respiratory issues my wife has even though we where assures beforehand it was a smoke free room.The mens hot tub within the Spa (that we paid $70 extra to visit) was not operational/cold.Upon entering the ****** were not greeted by the staff who stood at the entrance and as we walked through the gift area the two women at the desk actually laughed at my wife and I. We walked to the back of the spa because not one person bothered to assist us. We were eventually greeted by an amazing supervisor who apologized for the staffs incompetence and disrespect.Over all it was a disappointment being this was a special occasion (birthday) riddled with below sub par service and accommodations. Either a refund or a proper complementary stay is easily just at this point Confirmation # *********

  Business response

  02/20/2024

  We would like to offer ****** a return visit of one complimentary night Sunday through Thursday as a token of our apologies for challenges during a recent visit.  

  We will follow-up with our team on the issues highlighted, and apologize for the overall experience.

  All our rooms are non-smoking but it appears someone was smoking nearby, and just to clarify we do not offer microwaves in our guestrooms.

  Thank you

  *******

  Customer response

  02/23/2024

   
  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,
  
  *********************************

  Customer response

  06/06/2024

  I've never recieved a response still. Can we notify them through your establishment in some other way? Please advise

  Customer response

  06/18/2024

  The business already offered a complimentary stay. I just need to know how to reserve it complimentary as no instructions were provided. No voucher, points, code, etc. ..

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at Choctaw resort hotel ad the room was dirty. I complained about it and it was brushed under the rug. I called the customer service number and the manager was rude and hung up on me.

  Business response

  02/23/2024

  We are unfortunately not offering any adjustments for **************** due to his behavior while on property.

  Customer response

  02/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: The business said that behavior was an issue? What behavior? I was polite and didn't even ask for a manager. I just paid and left. They are mad because I submitted a bbb complaint. I talked with them over the phone and they said that their receptionist at the desk didn't annotate the complaint while I was there and pretended nothing had happened. If I hadn't reached out to them over the phone their employee would not have told them there was an issue with their service. This is the main excuse for not refunding or even taking this complaint seriously because their employee didn't write down my complaint and lied to them about what happened. In accordance with the young lady that checked us out everything was perfect and no issues were found. Which is a blatant lie. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February the 28th 2022 my sister and her husband and myself arrived at Choctaw casino Grand Tower and we Departed on Wednesday February the 3rd 2022. My name is *********************************** during my visit on Tuesday February the 2nd I was laying in my bed in room ********************************************************************************************************************************************************* and so when I went downstairs and talk with the people at the front desk they stated they didn't know anything about it and they will get to the bottom of it and a manager I don't remember his name and two other staff members was surprised that a drone was circling the building on the 11th floor and around the the hotel so I took footage of the incident and I took pictures to prove what was going on so they assured me that the security will get in contact with me this happened around 10:00 a.m. and it was 4:00 p.m. and I called to find out what happened and I spoke with a representative ******* saying she took all my information and she said it was not noted in the system that this action had occurred. She was shocked as well that they haven't contacted me the lady at the front desk told me that they will call me and would like to have the footage and the pictures from my phone I was devastated to know that someone was looking at me from a drone right outside of my window and it was at a still position. Later during the shift change a gentleman supposedly from the security had called and stated that it was the casino who was using the drone and I asked them but the drone was at my window at a standstill looking at me and I asked him to look at their camera from outside of the building to make sure that I'm telling the truth but no one got back with me concerning this matter so I'm publishing this so other people can be aware of what's going on at the casino and at the hotel because I did not deserve that my privacy was invaded something has to be done thank you

  Business response

  03/25/2022

  While staying at our hotel in February 2022, ************************ witnessed a drone flying outside her hotel room window and believed her privacy had been invaded. She alerted our staff to the situation, but we did not do a good job answering her questions or communicating throughout the process. We are sorry this happened and for the pain it has caused ************************. We take the safety and security of our guests seriously and have instituted measures to ensure we communicate better in the future. The drone ************************ saw is owned by Choctaw and was being used at that time for marketing purposes. Fortunately, our hotel windows are tinted opaque on the outside, making it unable to see inside the hotel. A representative from Choctaw has shared this information with ************************ and offered her our sincerest apology. ************************ signaled to us the issues have been addressed to her satisfaction.
  
  Please let me know that you received our statement and if 

  Customer response

  03/25/2022

   
  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,
  
  ***********************************

*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. ↩