Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 09/09/2024, I tried to book a comp room for 09/12. The app showed I had a free room; however when I to book through the app, it didnt give me a code. I called the hotel; I was told I had to earn points for the comp room, even though the app didnt state that. I asked for an higher up call back. But also tried to utilize the chat feature, which got me no where. Everyone was sorry, but seemed to pass the ***** I never got the call back, but after pushing different buttons in app, I was finally able to book a comp room. No call back from higher up. Complaint is customer service didnt meet expectations and booking through app shouldnt be so difficult. I felt like I didnt matter.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was promised a non smoking room for 3 adults. We drove 9 hours and 30 minutes just to be disappointed by hotel staff and employees. Not only do the room smell like smoke but they are also disrespectful with side comments. We been waiting 5 hours for a roll away bed and staff to spray the room. ********* was accommodating and nice. ******** was rude and not nice at all. She didn't care that we are military, cancer patients and I suffer with seizures. I was not treated with respect

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We were offered a free room at Ameristar. We called to book, and were told no free rooms were available but we could book for $150 for the night. We booked. We were told check in started at 4pm. We arrived at 10pm with friends from out of state and were told Ameristar had cancelled our room and rented it to someone else. We were told the hotel was completely booked and were turned away. We were also charged the full $150 for the room. This is a scam. They book rooms, do not tell people they have to check in by 9pm (which is unheard of at a hotel), then get to double-charge because they rent the room to someone as while still charging the cancelled customer full price. Because ********************** has already been paid full price by someone else for the room, and we are being charged for nothing, we are requesting a full refund of the $150.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I had checked into my hotel room around 5:30/6pm & went straight to the casino before I went to my room. Around 8:30pm I had went up to the room & received a phone call about a death in the family, so I called down to the front desk & asked if i could receive a refund. The lady I had spoke to on the *********** maganger said it wouldn't be an issue to get my money refunded & the most I would get charged is $17 for the resort fee. I waited a couple days to see if it would dissappear or if a refund would be posted but nothing ever came until the 30th when the charge had posted all the way. I called my bank to see if there was a refund in process & they couldn't find anything. So I called Ameristar around 10:30am & asked to speak with a manager, that's when I met *******, during the duration of our call I was consistently spoke over, ignored, & ********* until he told me he needed to verify with the night manager about my refund & that he'd call me around 2pm. I could get ahold of just about anyone in the entire establishment but the moment I tried to speak to a manager it was always voicemail. This continued until yesterday when i spoke to ******* again, he acted in the same exact manner, denied me his managers phone number when i asked for it, & even hung up on me. At this point I felt like i was owed some sort of compensation because I've yet to hear anything about my refund yet alone have I been treated with any decency. That's when I got ahold of the director of hotel operations. The entire time we talked she would talk over me & speak with a rude tone & said all she could do was offer me a free room. At this point I'm asking to speak to the general manager just to find someone that actually cares & will do something to make it right. She came back to the phone saying he didn't have time to speak & that he said he wouldn't offer me anything different. So I asked for the corporate ************ gave me a number that is out of service.

  Business response

  12/18/2023

  Good afternoon

  guest received full refund for the room charges on 12/05/2023.

  Guest refused any compensation offer from the hotel, even though he was offered a complimentary future stay in the hotel.

  Customer response

  12/30/2023

  I would like to reply to ameristar casino, I didn't know how to reply until today so my apologies. I feel that a one night stay wouldn't make it right as I stated in my original complaint. That is why I denied it. If they're willing to work something out other than just a one night stay that would be amazing. But if not then it goes to show that they think that behavior is acceptable & don't feel a need to make it right other than giving you an option to pour more money into their pockets.

*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. ↩