Berry Floors

I have been in both phone and email discussion with Ms***, who has stated that she is an attorney representing both her son and husband in this matter. There has not been much luck resolving the issue and Ms*** stated that she is going to sue both the casino and its top executives as
well as file an insurance claim against us. As the son - the actual patron utilizing the hotel room - had no issue or complaint related to his visit at Mohegan Sun, we do not feel that a refund is warranted. I apologized to Ms*** for the confusion and short delay caused by our requirement for a credit card payment authorization due to the son not having a credit card and using his father's card as payment and wish to again reiterate my sincere apology

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Mohegan Sun contacted me and I spoke to one of their table managers, she was extremely professional and polite.  The explanation I've received was clear, and I understood everything that was explained to me.  Thank you..  
Sincerely,
[redacted]

Our team reached out to the customer and offered him the additional two cigar brands.  We apologize that two of the cigar vendors ran out of cigars.

Since receiving the complaint from the guest we have taken steps to ensure that this does not take place again. Our team followed the rules and regulations set forth by the gaming rules and laws that we operate under. Since receiving the complaint we have worked with our regulators to change...

the rules. Additionally we have spoken with the guest and made it right with them. Both discussing how we could have handled the issue better, and the steps we have taken to make sure it does not happen again.

We worked to ensure the complainant does not receive mail for another guest, we have apologized that they received the mail and will continue to monitor the mail. We have done everything we can internally and with our mail house vendors to ensure that the complainant does not receive mail intended for someone else.

I understand that the patron spoke with Mohegan Sun's Guest Service Manager, [redacted], the week of May 8th and came to a mutually agreeable resolution.

Revdex.com:
A representative reached out to me and offered me a complimentary stay for one night at the casino. I feel this was more then fair and was only looking for the advertises price to be approved. This offer came without any strings attached. Thank you so much Mohegan Sun for valuing me as a customer. 
Sincerely,
[redacted]

Dear Ms. [redacted],I have reviewed your complaint and the attachment you sent over and you are absolutely right about the banner and I agree that it is misleading.  I have taken steps to correct this as soon as possible so that the offer is clear.  I also would like to apologize on behalf of...

my company for the manner in which you were treated when you called to bring this matter to our attention and I have also taken steps to ensure that this does not happen again and that our representatives will be better able to service our guests in the future in a more accommodating way, as this is the culture of our company and we want to make sure we provide excellent guest service to each and every customer.We would like to match your deposit, as advertised, or if you would prefer we can reimburse you $10 and you can still utilize the deposit you have already submitted.  Please let me know your preference.  I recently left you a voice mail message on the phone number provided in your complaint and ask that you call me directly at ###-###-#### or email at [redacted] and we can work out the specifics of the reimbursement or matching the deposit.  Lastly, thank you for pointing out the misleading nature of the wording in our advertisement, this will be corrected as soon as possible.  Have a great weekend and I will look forward to hearing from you.Sincerely,Kim D[redacted]

At some point another guest incorrectly submitted their address as the complainants. Since receiving the complainant, we have removed the address and let the complainant know that this has taken place. Unfortunately we queue up mail many week in advance with a third party service. They have already...

printed the mail and addressed it. We are no longer submitting the address but the complainant may still receive a few pieces from us.

We would like to offer [redacted] [redacted] a complimentary dinner at [redacted] for up to $200 and we sincerely apologize for the issues experienced during their visit on 8/3/15.  Please provide them with my email address ([redacted]) and phone number (###-###-####) and I will be happy...

to make a reservation if they find this acceptable.  Thank you. Kim D[redacted]

Complaint: [redacted]
I am rejecting this response because: Mohegan Sun is lying and attempting to cover over what REALLY happened in this situation. I was not nasty with the staff, did not curse or anything else after I was "unbelievably insulted" by management at the hotel for leaving earlier than expected on a comped room. The hotel  manager immedIately told me, that I will not be welcomed back at the hotel for checking out. Is that the correct procedure if guests decide to leave early? Then, I got manhandled ( management told 4 security guards to walk me up to my suite while I was checking out) as if I robbed Mohegan, was card counting, yelling or causing a scene, or grabbed chips, etc. which never happened.
Mohegan is nothing more than a Fraud!!  And, I will blog, write reviews, and tell everyone (far and wide) about my horrible, unfriendly, and rude experience. Mohegan is not dealing with the truth that they have poor customer service and "a poor management team with a so-what attitude when customers are unhappy and mistreated" after patrons spend hundreds or thousands of their hard earned money in their establishment. The real issue is management do not know how to deal with conflict resolution! The CEO need to start cleaning house! It's no big secret ....that people are getting fed up with Mohegan poor customer service and price gagging on suites.... surrounding holidays, entertainment and other events. Anyone can read the Mohegan Sun reviews. 
This is one of the many reasons why Mohegan is losing business everyday to [redacted]...... (10 mins down the street) and individuals, such as myself whom are looking forward to the "new luxury [redacted] 800 million dollar Resort casino" that will have lots of slots and table games that will be available on the border in [redacted] and open in 2017. Just one year away. I would suggest patrons go elsewhere ......where they will be appreciated. 
It's okay that Mohegan don't show loyalty to their patrons, as surely these patrons will not show any loyalty to them in 2017. Seriously? Mohegan management ears are closed. I hear what Mohegan sun own employees say about their management team. Surely, if they cannot make their own employees happy, I do not expect them to keep patrons happy with an uncaring, rude, and unprofessional management team. They do not live up to patrons expectations! I am happy to go elsewhere! 
Sincerely,
[redacted]

We would like to offer [redacted] complimentary room night at Mohegan Sun to make up for his poor experience trying to reserve a room at an advertised rate.  I left a voice mail for [redacted] the week of March 13th and followed up with an email to [redacted] today (3/28) asking him to reach out to...

me for assistance with reserving the complimentary room night if acceptable.

We researched the guest and her complaint. She was charged a total of $733.65 and not the $800 claimed. We found that there was indeed a duplicate charge from our buffet which was immediately corrected. We are truly sorry that another guest bumped into her with their scooter, it was an unfortunate...

situation. We did offer to have our trained EMTs assist her, at which point she declined the assistance but requested ice. We did provide the ice as requested. Since receiving the complaint from the Revdex.com we have made five attempts to reach the guest. The calls were made on 1/10/18, 1/11/18, 1/12/18, 1/15/18 and 1/18/18. We have not heard any responses from the guest yet. Tell us why here...