Complaints

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a $500 smoking fee on my credit card because supposedly someone smoked in my room. The alarm went off at 12:56am on 12/10/2023 and was not made aware of the situation until 2:06am on 12/10/2023. I asked the hotel operations manager why I was charged and she said it was because the smoke device captured a chemical that was released in the air when someone smokes. The thing is, no one smoked in my room. She said that an investigation would occur and said that I would be charged if they found someone in the room the time the device or alarm went off. Well, not matter what, someone was in the room but no one smoked. It was me and my friend. My friend was asleep because he was drunk and I can’t smoke because I am currently in the military. Sounds like a loss because it seems like no matter what, the alarm went off with someone in the room even though, once again, no one smoked. She said she would contact me to talk about what they found in the investigation but I did not get a call back. Seems also suspicious that they took an hour and 10 minutes to call me and make me aware of the alarm.

  Business response

  01/12/2024

  Thank you for forwarding the complaint submitted by ******* ********. While this was investigated promptly, we apologize our response was delayed due to the holidays.   
  
  Our hotel has FreshAir devices which, via wifi, will communicate to the front desk and housekeeping whenever a guest smokes in the room. After the notification has been received, the front desk will post the $500 charge to the guest's reservation, contact the guest to inform them, and hopefully deter them from smoking in the room again. All non-smoking rooms also have signage regarding the smoking fee. Please note: the devices will only alert us when cigarette or marijuana smoke is detected, not from vaping, candles, incense, or steam from the shower, etc.
  
  The front desk contacts guests as soon as possible once an alert has been received. However if agents are assisting guests at the desk, they are unable to immediately contact the guest.
  
  When a room is contacted, we advise the time we received the alert, what kinds of things can trigger the sensor and how much the fee is. The guest admitted that he had smoked in the room and acknowledged the fee.  The call was memorable to the Supervisor because the guest had admitted smoking, which is an uncommon occurrence.
  
  Speaking with Mr. ********  at checkout Hotel Manager had mentioned they could do an investigation into who was in the room at the time the event occurred, and if there was someone there he would be charged.  Mr. ******** declined and the Manager asked again, “So, no investigation?” Mr. ******** confirmed this a second time and provided no further feedback. We consider this matter closed. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two tickets to see the ************** ********* on Nov. 26, 2023 at 3:00 PM. We arrived at the arena entrance at 2:10 PM. We were told by staff we had to get into a line. It was a very long line with the end looping into an "S" shape. No one knew where the end of the line was. There were no dividers and no staff to direct us. As we got to the end of the loop there was one security guard. She said the doors would open at 3:00. The people in the lines started to merge on their own and the guard did nothing. So, we unfairly wound up being at the end of the line. About 3:10 people in line said the concert had begun. When we got close to checking in, a security guard was telling people to go to a second entrance because no one was there! People were shouting out "why didn't anyone tell us this before?" We did not get seated until 3:40! The band was already playing. Needless to say, we felt very angry and upset. It was difficult to enjoy the event. The worst part was the arena was close to full when we sat down. There was NO way that that many people were in line ahead of us! We feel we were not treated fairly. The line formation was obviously a mess. We realize that at shows you do have to wait, but we were over 45 minutes early and put in a line that did not move. I am 61 and have never experienced this at Mohegan or any other venue. Proof of attendance: checked in by mobile tickets on cell phone. Took pictures at show if needed.

  Business response

  11/29/2023

  Thank you for sharing your recent experience at our property. Guest feedback is the greatest gift a business can receive and yours is no exception. We sincerely appreciate your comments and we're very sorry that your experience was less than perfect. Situations like the one described in this complaint are addressed by our Mohegan Sun Box Office Team; I have shared the details of your situation with them. They have reached out and will now address the request listed in this complaint. 

  Thank you for choosing Mohegan Sun. We hope to see you again. 

  Customer response

  11/29/2023

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

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mohegan Sun Casino ** had no problems taking my 20$ deposit from ******. Now they are claiming they can’t use that method to withdrawal and ****** said there was nothing wrong with my account that I can’t receive my money.

  Business response

  11/29/2023

  Thank you for providing feedback. This complaint has been forwarded to the Resorts Digital Gaming Team. Their response was as follows:

  This issue has been resolved. The player elected to close his account on 11/11/23. When there is a balance on a closed account, we issue a physical check for the amount to the player. We send that out via ****. The check should reach the player within the next two weeks. As for the player's deposit, that was not refunded as he played the funds he deposited. We do not issue refunds of money that was used for valid, completed play. The only funds going back to the player was the remainder of his winnings.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  For several years, I have been trying to get the Mohegan Sun to stop contacting me with gambling offers but to no avail. I try phone calls. i try emails. Nothing works. It is literally the same offer over and over again from Mohegan Sun Casino.com from a "Jason G****" at ###-###-####. Always for some marginal deposit of $50 and then you get some stupid bonus. I literally just called the number above and you select "9". Then I asked politely to be removed from being contacted. I always get the same reply: we don't know a Jason Green. You have to contact Resorts. The customer representatives within the same company will not take initiative or be proactive to resolve for you. They just put back on you to resolve. Then when you ask them to resolve it, they just hang up on you which is what literally just occurred to me on Oct 25th at 10:30am EST. I have had this conversation before. I've even contacted Resorts directly and received written confirmation from them that I would be removed from the mailing list. PLEASE HELP. This has been going on for several years. This company does not take responsibility and has been harassing me with unwanted offers for years. I tried to see how to file a formal complaint in Connecticut against Mohegan Sun but the online template needed info that I do not have like a license ID for them. I have uploaded the recent letter from Mohegan Sun as well. I have prior correspondence in an email form 2020 and 2021 on this but I'm unable to get into required file format for upload. If someone contacts me via email with regard to this complaint, I would be happy to forward past email(s) as well. Appreciate some help on this. Thank you.

  Business response

  10/30/2023

  Dear Mr. *********,
  
  Guest feedback is the greatest gift a business can receive and yours is no exception.  We apologize for the difficulty you have been experiencing trying to remove your name from receiving promotions. We have reached out to Resorts Casino Hotel (a Mohegan Property) requesting  their Promotions Team remove you from their database mailing list. Something to note, ******** accounts are specific to the property they are issued from. Please let us know if you have a ******** account with Mohegan ************ so we may reach out to them with the same request.  As you do not have an account with Mohegan Sun **, you would not be sent any material from this location.
  
  Please note that regardless of the property, all our promotions are mailed out by a third party and mailed out two months in advance. This means that even after the request to cease mailings has been received, you may still receive mail for up to two months depending on when the notification was received by the vendor during the mailing cycle.
  
  We appreciate you providing us with the opportunity to assist you with this matter. We hope we have the opportunity to welcome you to Mohegan Sun ** sometime soon. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed sportsbets and followed a promotion where I should get bonus bets back. I followed the rules and the company refuses to acknowledge "how" I didn't meet their rules. I have proof that I did and they owe money. I believe they do this to a lot of people and get away with it.

  Customer response

  08/01/2023

  After notifying them that I complained to the BBB they finally replied with an answer with more fine print.  I do not believe I qualified for the bonus now.  
  

   

  they did refuse to provide the proof originally which is why I filed and I still believe they're a terrible business that likely bullies people into submission.  I simply won't deal with them ever again 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 6 2023 I went to a ***** concert. As we waited in line for hours. One of the staff Wally then took people in early people went threw the medal detector then got stoped at the 2nd door because ( doors was not open ) then my girlfriend made it in was spread out was told she can’t hold My spot get kicked out I got there then he proceeded to tell me you can’t hold spots u go to bathroom he will kick me out and we would lose are spot, so they comp me tickets for the next show on June 20 2023. ( we refused them because we wants pit tickets so we spent 600$ on the tickets we wanted ,The area mangment said he would let me in early. To make up for the staff treating me unfairly . He then backed out so I went in then someone was spread out I said u can hold spot walks to the rail then the staff target me from making the complaint pulled me back threaten to kick me out then Jose the manger who I was just texting said go to a different spot I said u can’t hold spots right he said yes it’s first come first serve could not explain why his staff did that , then his staff kicked me out with I. 15 mins of the door opening 45 mins before the show stoped , I am level 4 player card I have banked money and food credits as he put a lift time ban of me for going back, so they play favorites pick and choose who to make they fallow the rules to, my gf got pushed because she went to a spot because the person went to the bathroom they kicked her out as well, they are discriminating against me for making the complaint I told them it was going to happen at the next show they promised me it would not happen but the staff did so with in 2 secs of entering the pit! Then on the phone when I went to make a complaint they refuse to tell me why they banned ( they did not tell me no was baned u till I called made the complaint) so I want my 600 plus fees for the tickets back plus 500$ choose Credit in cash for this month plus aug and sept at 800 each x2 so 2700 plus 70 moment $ 2770$

  Business response

  08/02/2023

  Thank you forwarding Mr. *********** comments. Simply stated it was Mr. *********** actions at the ****** ****** concert on Friday, July 28, 2023, which caused him to initially be removed from the arena and ultimately banned from returning to Mohegan Sun. Mr. *********** behavior towards other guests and Mohegan Sun staff resulted in the Tour Manager requesting Mohegan Sun Security to remove him from the arena because the tour had concerns about Ms. ******** safety based on his behavior. As the touring company hires the Mohegan Sun Arena, it is their prerogative to remove guests from the show.
  
  Mr. *********** behavior further deteriorated which resulted in his permanent exclusion from the property. Guests are asked to sign a form stipulating the reason for the exclusion, which Mr. ********* refused to sign. After his departure he called back numerous departments to complain. His final conversation was with Security, and he told the officer he would be suing Mohegan Sun. Per company policy, if team members are advised a guest will be consulting a lawyer they must advise the guest they will no longer be able to speak with them and that any further communication should be directed to the Mohegan Sun Legal Department. It is for this reason we will not corresponding any further regarding this complaint. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our stay at Mohegan Sun was fantastic, until it wasn’t. We were there 5/27-29 for my 12-year-old daughter’s volleyball tournament. On the eve of 5/28, my husband and I had dinner around 9pm after their last game, then went to our room. I ordered room service for my daughter. The food arrived at 10:50pm. My husband and I were in bed and asleep by 11ish and my daughter had already left to sleep in her friend’s room. In the morning I heard a voicemail that came in at 11:58pm, stating that an alarm that detects vaping, smoking or e-cigarettes had been set off and they were charging us $500. We were beyond shocked. We do not smoke, vape, etc etc We made calls to the front desk, went down to personally speak to any and all managers. Nothing. Stone-faced nothing. I started doing a little research and found that body sprays, perfumes, aerosols, etc can trigger these alarms. Bingo!! Our daughter uses all the above and has them in her room. That HAS to be what set off the alarm. I went down again to speak to a manager and showed her this information. Nothing. Coincidentally, as we were making the complaint, a couple next to us—the wife was pregnant—was also complaining about the same charge they were given, roughly around the same time as ours!! The wife was sobbing, saying she was up all night trying to figure out what happened. Mohegan Sun, do better. This is really pathetic.

  Business response

  06/09/2023

  Thank you for forwarding the correspondence regarding a $500.00 smoking charge incurred during a recent hotel visit. The guest has received a refund of the charge and was advised accordingly.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My family of 4 stayed at the Mohegan Sun resort in ** for a volleyball tournament. On the last night of our stay, we were called by a manager telling us that their smoke detector had detected that we will smoking in our room. We were absolutely not smoking and had 2 kids in the room. We asked management to come upstairs and test with another sensor. They refused and said that their sensor is 100% accurate and we were being charged $500. We went downstairs to speak with management that night and the following day, again asking to test for smoke in our room. They refused and said that it's their right to charge us. We have never had this happen to us at any hotel before and would like to have the $500 charged to us credited back to us.

  Business response

  06/07/2023

  Thank you for forwarding the correspondence regarding a $500.00 smoking charge incurred during a recent hotel visit. The guest has received a refund of the charge and was advised accordingly.

  Customer response

  06/07/2023

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

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am absolutely disgusted at the handling of my last and final stay at Mohegan Sun. Iam on leave from the military so my wife and I thought it would be a nice trip as we’ve done so in years prior. Check in went great, no issues there. We turned in early around 9. While we were getting ready for bed we immediately noticed the dirtiness of the room as the phone cradle had dried up food in it, the bed was shorted pillows, and above the bed lights weren’t working. We told the manager of house keeping at checkout which she apologized and even offered a free stay (we’ve stayed at Mohegan numerous times in the past never complained once) A few days later we were charged 500 dollars for a smoking fee. No one called us, we had to call them. We were told our room had heavy smoke, my wife nor I smoke!!!! We spoke to the hotel manager who hung up on us and said we smoked. We called back and spoke to the hotel director to whom we explained we requested a non smoking room due my medical condition and how it’s impossible for me to even be around smoke due to my left lung and can provide documentation she said it’s not necessary and dismissed us left and right condescendingly. I said check security footage the whole day will show we never smoked anywhere on property becuase we’re not smokers!!! She said her team told her we smoked so she’s not removing the charge?! I said please provide one bit of tangible proof we smoked and she couldn’t! I explained how I will be going to the media about this as it’s disgusting to take advantage of a 17 year active duty serviceman and his wife while blatantly lying for reprisal of someone who complained about the cleanliness of the room.

  Business response

  05/03/2023

  Thank you for forwarding Mr. ******** correspondence. Mohegan Sun has installed FreshAir devices in the Earth Hotel tower which, via Wi-Fi, will communicate to the front desk and housekeeping whenever a guest smokes in the room. Please note: the devices will only alert us when cigarette or marijuana smoke is detected, not from vaping, candles, incense, or steam from the shower, etc. Before utilizing these devices in the rooms, the only evidence we had of a guest smoking in the room was if housekeeping noticed it in the room and we had to take the room out of service. Unfortunately, it was easy for the guests to dispute these charges, however with these devices and the scientific nature of how they detect smoking, we can definitively say that the guest has smoked, and the charge will stand.
  
  Unfortunately, Mr. & Mrs. ****** did encounter cleanliness issues with their hotel room during their stay. We appreciated them advising our staff upon check out so we were able to immediately apologize and provide compensation for our service shortcomings on their visit. However at no time during the conversation with the Front Desk or the Housekeeping Manger about their concerns, was there any mention of the smell of smoke in the room.  As the room came up with a smoking alert, it was inspected after check out, and was verified to have a strong odor of smoke.  As the Earth Tower is a nonsmoking Hotel the room was subsequently taken off market.
  
  For obvious reasons we do not  have cameras in our rooms which is why we installed a system which would scientifically be able to identify when smoking is taking place in a room. The system does generate a report which can be sent to the guest and provides the time of the occurrence. When trying to explain this, the Assistant Manager was not allowed to speak and was verbally abused on the call.  Unable to engage in a productive conversation or in any way deescalate the situation, the guests were advise the charge would stand and their only recourse would be to dispute the charge with their credit card company; and the call would now be terminated. 
  
  It is our desire to provide our guests with a clean and comfortable room, which is why we appreciated the ******** bringing their experience to our attention, so the issues they discovered could be properly addressed and corrected. It is the same desire that made us install state of the art technology to ensure our nonsmoking rooms would not be compromised. In no other way are these two separate circumstances related.  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had signed up utilizing a bonus that required me to bet 5000 in order to be able to cash out. Starting at 500 I had reached a balance of 1283. I had checked if I could cash out and it said I only played a total of 2% toward my goal. I continued playing and looked again and it said I played 7% around the 900 mark. From the screen shots you can see that I exceeded the threshold in bets but in the end was only show to have played 547 of the total 5000. To resolve this I propose that the amount be refunded to me from when I reached the threshold to satisfy the bonus.

  Business response

  04/06/2023

  Thank you for forwarding the comments received from ******* ****** regarding his online gaming. We have confirmed Mr. ****** has an account with ******** However, his account is based in ********, so not associated with Mohegan Sun, nor does he have any casino play on it.  We have also confirmed that ******* does not offer any sign-up promotions that require multiple playthrough requirements. We did not receive the attachments Mr. ****** referenced in his correspondence, so we are wondering if the complaint might be with a different brand other than *******?

*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. ↩