Complaints

• Initial Complaint

  03/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Complaint and Request for Intervention: Encore Boston Harbors Marketing Violations Dear BBB,I submit this complaint against Encore Boston Harbor, detailing repeated violations of my consumer rights and the CAN-SPAM Act, despite my clear request on February 23rd to stop all marketing communications due to my gambling vulnerability. Their continuous disregard, with a promotional email sent on March 1st, not only causes me distress but poses a severe financial risk.This situation, if left unaddressed, may tarnish Encore Boston Harbors reputation, reflecting a disregard for consumer preferences and legal obligations. I am seeking the BBBs intervention to facilitate my demand for financial compensation from Encore Boston Harbor for the potential harm caused by their actions.Your advocacy for transparency and fairness in business practices is invaluable, and I look forward to your support in resolving this matter.Sincerely,Ravi

  Business response

  03/05/2024

  Mr. ****************** you for reaching out regarding your request to opt-out of receiving promotional offers from Encore Boston Harbor.  We have confirmed with our marketing team that your request to opt-out has been received. Unfortunately, at the time of your request some offers which you noted still receiving were already processed for delivery and unable to be pulled.  The opt-out request works to remove you from any future offers that are not already in process for delivery. 
  
  To further support you we have asked our teams to take additional suppression and exclusion steps beyond the ones you have already completed to ensure that you are excluded from future offers. Please also be aware that if you or a loved one is experiencing problems with gambling and needs support, you may call ************** or visit ****************************** to speak with a trained specialist. Specialists are available 24/7 and services are free, confidential, and available in multiple languages.

  Customer response

  03/05/2024

  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. The reply that those marketing emails can't be pulled back was not accurate. I unsubscribed multiple times in span of 3 months and even after multiple unsubscribe attempts I was getting these gambling promotions which made or induced me to ****** more, thus therefore a mere reply that I won't get offers is not satisfactory. I want compensation from encore boston harbor because they sent me gambling promotions constantly even after multiple unsubscribing attempts. I wanted financial compensation for the loss occurred due to these unwanted unsolicited gambling  promotional emails. 

  
  Regards,

  Ravi

   

   

  Business response

  03/09/2024

  ************,
  
  We are in receipt of your submission to the ************* ***************** dated March 2, 2024 and your BBB complaint No. ********. Our records indicate that you submitted a request to opt-out request on February 23, 2024. In accordance with the CAN-SPAM Act, your request was processed within a ten (10) business day period, in accordance with the CAN-SPAM Act.
  
  As you can appreciate, our promotional e-mails are scheduled in advance and, as a result, you received a final e-mail on March 1, 2024, within five (5) business days of receiving your request to unsubscribe, for a hotel room promotion at Encore Boston Harbor. Our sincere apologies for any distress that this final promotion may have caused you. I have confirmed with our team that you are unsubscribed and will not be receiving any further correspondence from us.
  
  We are strongly committed to our guests who are experiencing problems with gambling and urge you to talk with a trained specialist by calling ************** or visit ******************************. Specialists are available 24/7 and services are free and confidential.

  Customer response

  03/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I unsubscribed many times previously and that always crossed 10 business days. Encore didn't stop until I submitted a complaint in ************* ****************** They were in violation of can spam because they didn't owner all previous unsubscribed attempts( before 23rd feb). 

  They took action only after my complaint to MA ******************

  
  Regards,

  Ravi

   

   

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  last evening 8/30 i was on my way to my mothers 90th birthday party. I stopped at the very expensive ATM machine and long story short, my money from EVERI atm was given although it debited my account. I was told to go the cashier, through many efforts they found that I did not receive my funds (***** + 8 fee) I want both returned to my card. I was told that I need to wait 10 days, I also asked for a copy showing that I did not get the money and was denied this. This was all very troubling and disappointing to me, that guests are treated in this fashion. No explanation, just blank stares. I want my funds back in my accoutn.

  Business response

  10/02/2023

  Good morning,

  Unfortunately we did not see the notice for this complaint.  Can you please aske the customer if their funds were returned to them?  If not.  Can they please provide the exact transaction details for the withdrawal that did not work including date, time, amount, receipt copy if they have it, bank statement records for it if they have it so that we can have our accounting team review.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 25th -28th I was staying in suite **** at the Encore Boston Harbor. It truly was a beautiful location with plenty of activities to do On the evening of the 25th I took a $340 dollar cash, my Global entry Id. Debt Card, lipstick with me down to the casino I used a player's card and had my cash in the right side of my jacket because my pants didn't have pockets. I won and lost money but at the end of my gambling I placed 1 $100 dollar bill and the rest of the 10 twenty dollars bills in my pocket for a total of $300 plus my cards and lipstick in the pocket. We forget my jacket downstairs on the casino floor. Thus, I called and spoke with the front desk and was informed there is a lost and found location in the build. I then called and spoke with your associates and was informed that my jacket was there.Once I want downstairs to lost and found, I first started to celebrate because I had my jacket back. Yet a quick glimpse i saw all my money wasn't it was only 2 one dollar's bills. However, My Global Entry, Debt, and lipstick was there, I then asked for investigation to get involve to escalate and see what did happen.***** and one of his members of that department came over and talked to me and my partner about what happen that evening. He did forewarn me that it might have been someone on a bus or senior that have done this, but he would know shortly and get back to me. Later on, that evening he did talk to my partner when I wasn't available and informed him no body touch my jacket expect for and employee and he didn't feel like they had taken it. He went on to joke that I like spent it and forgot. Extremely frustrated I called him back because I didn't spend that additional $300 that I believe one of their associates had stolen my cash money out of my pocket. This is supposed to be a 5-star hotel, yet the customer service feels like a 1 star. In addition, my billing for my room was over charged almost $800 full refund for cash and horrible stay.

  Business response

  04/04/2024

  Good afternoon,
  We are sorry that your BBB complaint was not received by the property last year when made.  We know that some time has passed since your complaint and are sorry that we did not respond in a timely fashion.  
  Please accept our apology and let us know if we can be of any service.
  
  Regards,
  Encore Boston Harbor

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *** tried to unsuccessfully unsubscribe myself from their emailing list on multiple occasions via the unsubscribe link in their email. I get confirmation that I have been unsubscribed and that I will be removed within 24 hours. A few days or weeks later, I receive another promotional/advertisement email. Not sure if the link just isnt working or if they are just ignoring my request.

  Customer response

  12/08/2022

  I have not heard from the business in response to my complaint. I have continued to receive emails from them including one on 11/30, one on 12/2, and one on 12/3.

  Business response

  12/14/2022

  Good Afternoon,

   

  Our system shows that the account is active for mailings and that the guest has not removed from mailings.  Maybe a technical glitch as they say they have tried or user error when removing themselves. 

   

  Please advise guest we have instructed our marketing team to manually remove them from all offers, mailings, contacts.  This should fix the issue for them as they will be on our do not mail list.  Please remind the customer that this only works for the specific account that is linked to their email address (********************).  Additional accounts, or different email addresses/addresses tied to different accounts would also have to be deactivated if they exist.  I did not see any... but always like to throw that out there as many of our past customers have multiple accounts sometimes under different contact information.

   

  The removal process takes about 48 hours so then they should be fine.

   

  ****

   

  ****

  Customer response

  01/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  On 12/14, the company replied that three issue had been taken care of and that I had been removed from their emailing list. As you can see from the attached emails, I have not been removed. I have received an email on 12/20, 12/22, 12/24, 12/27, 12/28, and 12/29. Since then, I have tried removing myself from their emailing list following the directions in their emails, but I still continue to get emails from them.
  
  Thank you,
  ************************* 

  Business response

  03/15/2023

  March 15, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ************************* Case# ********
  Dear ****************:
  Thank you for contacting us regarding Mr. ************************* concern.
  
  This matter pertains to a property located in Boston *************; Although we apologize for any frustrations caused, we unfortunately cannot assist with this concern. We ask to please forward this to Encore Boston Harbor for a resolution. Please be assured that we take these matters very seriously.
  
  ****************, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  *********************
  Executive Director of Customer Experience

  Business response

  04/04/2024

  Good afternoon,

  We are sorry that your BBB complaint was not received by the property last year when made.  We know that some time has passed since your complaint and are sorry that we did not respond in a timely ******.  

  Please accept our apology and let us know if we can be of any service.

   

  Regards,

  Encore Boston Harbor

• Initial Complaint

  03/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was belittled by a manager for defending myself against the mishandling, unprofessional inconsiderate approach they took when they were asked if an adjustment could be made to my bill. It was a simple suggestion if it could not be done I assured them that it was OK but if it could that would be great. Instead of communicating with me about the implications it was going to have on my bill ithey just went ahead and did it and ended up charging me $68 extra on my bank card without consulting with me. I confronted the manager about why he would do this to a customer knowing it wasnt in my best interest. The manager became hostile combative and would not let me speak he kept cutting me off. I was then approached by a man who said he was taking over and advised me to walk with him, I refused not knowing who he was. Turns out it was encore security. He told me that if I didnt go with him I would be trespassed and the cops were coming, I chose to wait for the cops.I was really taken by security showing up because I was still in the middle of discussing the conflict of the bill with the manager and at no time did he ever ask me to leave , at no time did I swear or yell. I was simply expressing my concerns and my disappointment in the treatment I had just been given. The next day I contacted Encore to advise them how I was treated and the head of security threw accusations at me saying I refused to leave, I was belligerent, hostile and was refusing to pay the bill. This is untrue and I have the video to prove it, but rather than listening to me he was more in an accusatory mind-frame. I explain to him that I did not refuse to pay a bill because the bill was already paid, I was never once asked to leave by the manager because we were still engaging in a conversation when the strange man showed up and told me to walk with him. The situation was handled improperly they need to acknowledge the inconsistencies an untruths. . Im seeking the police video also.

  Business response

  03/15/2023

  March 15, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *********************** Case#********
  Dear ****************:
  Thank you for contacting us regarding Ms. *********************** concern.
  
  This matter pertains to a property located in Boston *************; ************** is welcome to contact our Customer Experience team at ************ so we may forward this to the proper team to be addressed. Please be assured that we take these matters very seriously.
  
  ****************, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  *********************
  Executive Director of Customer Experience

  Business response

  04/04/2024

  Good afternoon,

   

  We are sorry that we did not properly respond and see this complaint at the time it was submitted in early 2023.  Due to the length of time that has elapsed since the incident is difficult for us to review the incident or take any further action but we are here at your service should you need us.

   

  Regards,

  Encore Boston Harbor

  Customer response

  04/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a COMPLIMENTARY room at their ******* ** property. My son came down with ***** and informed them late that night early the morning we were in hospital with son they charged my card 111$ for no show . I could of ***** I guess with someone who was positive with Covid but I thought I was doing them a favor by not

  Business response

  03/15/2023

  March 15, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ********************************* Case# ********
  Dear ****************:
  Thank you for contacting us regarding Mr. ************************ concern.
  
  This matter pertains to a property located in Boston *************; Although we apologize for any frustrations caused, we unfortunately cannot assist with this concern. We ask to please forward this to Encore Boston Harbor for a resolution. Please be assured that we take these matters very seriously.
  
  ****************, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  *********************
  Executive Director of Customer Experience

  Business response

  04/04/2024

  Good morning ************************,

  We are sorry for missing this complaint with the BBB from March of 2023.  We have reviewed your complaint and are sorry that an exception could not be made on your late cancellation of your promotional stay.  As noted in the terms and conditions there is a penalty for cancelling or no showing the reservation without proper notice.  Given your stay history, which included previous no show reservations, an exception for this stay could not be made.  

  We are sorry if this was unacceptable but do see that you were able to utilize a different promotional stay in early March of 2023.  

   

   

  Regards,

  Encore Boston Harbor

*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. ↩