ComplaintsforLucky Eagle Casino

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I was trying to get a machine and it was this lady that started talking to me and I didn't want to talk to her so I basically asked her please don't talk to me and I got kicked out for 24 hours and then kicked me out as a bigger and heavier set guy I didn't do anything wrong this is so wrong after I had a spent all my money....

  Business response

  04/03/2024

  Hello,

  I spoke with our security manager regarding this complaint. There is documentation that the guest was using vulgar language towards our security team and was threatening other guests. She left on her own accord around 2:30 am.

   

  Cheers,

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

  Lucky Eagle Casino & Hotel 

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was staying there for my moms birthday and was in the room feeding my 1yr old grandson whom had been playing throughout room and later I hear movement within room in different areas and looked up and a rat was on the centered nightstand. Very scary situation and we packed our bags and left in the middle of the night 5hrs after getting there for a 4day stay and all that was offered was 2night free stay after we had to toss food and clothing away. It was very traumatic to me and I have a great fear of mice and rats and they should have paid for items we had to throw away and ruining my moms 79th birthday.

  Business response

  12/12/2023

  After review of the situation, we must decline Ms. ******* requests for further consideration. She and her mother were offered to move rooms, and we agreed to host their night prior to her abrupt departure. She declined all our efforts to make her more comfortable the evening she and her mother were with us. In addition to hosting the night, those efforts included room move offers and changing of linens in the room.
  
  **************** contacted our guest relations team following her stay, prompting our follow up to offer her a future night stay for both her and her mother. It was only through that contact that we learned about the claim of lost food items that we were not able to verify. Unfortunately, we also were not advised about any loss of clothing as stated in the submission to the BBB. Since we cannot verify these losses, we could not consider them as part of our attempt to resolve the matter.
  
  However, the total of the 3 complimentary nights offered (the 1 room night during her visit and the 2 room nights offered for a future stay) have a combined standard retail value of more than $600 which we believe is more than adequate compensation. Additionally, Ms. ******* mother, had a reservation with the hotel set to arrive the same day as Ms. ******* reservation. They elected to cancel this reservation at arrival. We did not charge her or her mother for a cancellation fee which was within our 24-hour cancellation policy and would have resulted in another full night charge. 
  
  We do recognize that **************** was disturbed by the encounter, and while we are unable to prevent all encounters, we do have an active pest control program at the casino and hotel.  We work with Purcor Pest Solutions, and they do actively work to prevent and address all pest issues on campus. They are aware of our rural location, and the proximity of farms, wooded areas, and rivers that are natural habitats for pests adapting our program to address these challenges for the comfort of all our guests. Because of these weekly servicing efforts these encounters are very rare.  Examples of the deterrents used at the hotel are bait stations, traps, and frequent perimeter inspections and sealing of any opening or larger. The efforts undertaken by Purcor is complimented by our Facilities team that works in conjunction with Purcor to address any pest issues between their weekly servicing of our hotel.
  
  While we are declining any further compensation, we do hope that **************** will join us again in the future with the complimentary nights that we have offered to see that this regrettable encounter was a one-off experience, and so that she can enjoy our facility and all the amenities that we offer. 
  
  Kind Regards,
  
  D. *********************;
  Director of Hotel

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed in a family suite on November 20th, 2021. I woke up this morning and behind my bedroom door was a pile of dog p*** I was absolutely mortified and didnt even want to tell my family, including 3 children, that there was dog p*** on the floor. Was my room even cleaned? So gross and completely unacceptable- I would never stay at this hotel again!

  Business response

  11/23/2021

  We are so disappointed to hear about your room cleanliness concerns. Please reach out to Guest Relations at ********************** so we can get this fixed for you. Please know this is not our standard and we look forward to talking to you .

*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. ↩