Boomtown Hotel & Casino

In December, 2013 I made reservations for a guided fishing trip on February 25 and 26, 2014 on the Truckee River East of Reno. I had heard about a $19.99 "walk up special" on rooms at Boomtown, so I called Boomtown to inquire. I was told that their is a $19.99 walk up rate, and that I should call back closer to my trip to see if the special rate is still being offered. I called again in January 2104, and again the week of February 17, and was told both times that the $19.99 walk up special was still being offered. Finally, I called the morning of my trip, February 24, 2014, at 9 AM, and was told the walk up rate was still being offered. My traveling companion and I arrived at Boomtown on February 24, 2014 at 3 PM, and were told "Sorry, the walk up offer is no longer being offered" and we were charged $39 each for a room. We inquired about February 25, and were told the rate would not be offered that day either. However, as we were driving back from our first day of fishing, at 5 pm on February 25, the big Boomtown electronic billboard was advertising the $19.99 walk up special for rooms. I tried several times to talk to the manager at the reservations desk, and was told "he is not in". The room I was given was filthy, with food crumbs all over the table, and piles of garbage under the night stands and bed. Horrible experience, and a bait and switch on room price. I will never go back.Product_Or_Service: Hotel RoomDesired SettlementI want the amount over the $19.99 advertised rate refunded, for each night of my stay.Business Response Dear Revdex.com,I have just for the first time received this complaint. As per our conversation last week, the complaint was sent to people who are no longer employed by this company and haven't been for several years. Boomtown was purchased by new owners in 2012. Apparently, the Revdex.com did not get our update information, so this was the reason that this complaint and several others were not responded to in a timely manner. I have just recently been given the task of updating our information and handling complaints that we get here at Boomtown. Since July 2014, I have been working my way backwards to correspond with our guests who have written to us or replied on our travel sites. This was how I came across [redacted] complaint he posted on [redacted]. I was able to respond to him directly on 8/7/14. The correspondence was to thank him for reaching out to us and that we appreciated his comments and that we would like to learn more about his complaint, if he would reach out to me directly at [redacted]. He then wrote back saying (8/7/14)"well then, why didn't you respond when I submitted a Revdex.com report and complaint? No, you call me. I stand by my review and I will never visit your establishment again." I would have gladly called him, but he did not leave a phone number or address. So again, I reached out to him, apologizing to him about his dissatisfaction and that we always want to hear from our guests, and asked him again to reach out to me directly, giving him the phone number again. I explained that we recently had a change in management, so that was the reason for the delay in this response. I explained that I have direct contact with the GM and we were very open to talking with him to find out what the issues were when he stayed here. Again, he refused. This was his response,"Well here's a suggestion. Go to the Revdex.com and search out your business. It has a D rating. My complaint is the one listed and dated 4/21/14. According to the Revdex.com, Boomtown was sent notice and given a chance to respond multiple times, but no response received." He then goes on to say, "I have no interest in discussing this with Boomtown any further at this point. I appreciate you contacting me, but your establishment was given multiple opportunities to address this." So given this new information, and our attempt to correct this situation, you can see that this was a simple mistake on both the Revdex.com and Boomtown not having the correct information. I hope that now that this has been addressed we can all move on. [redacted] has made it clear that he does not wish to speak to us to resolve this matter. Again, we do apologize that we were not given the opportunity to reach out to [redacted] earlier, but as I explained, this was the first opportunity to do so in a professional manner. So at this point, I think we should close this case and move on, hoping that in the future the Revdex.com and Bowntown can stay on the same page, so guests don't have to feel that no one care, when we really do.Sincerely,[redacted]Executive Admin. for[redacted]CEO/General ManagerConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this response. The information given is accurate, and the statements attributed to me are accurate. However, [redacted] told me she started in November of 2013. My complaint was made well after that date, so I do not accept her claim that "change of management" was the issue not getting a response from Boomtown. I called Boomtown numerous times between late February and the end of March, leaving my number, and also emailed their "contact email" listed on their website, and asking to speak to a manager and for them to refund the difference between the walk-up rate and the rate I was actually charged when I walked up. No one EVER returned my call. They did not respond until they saw that I finally publicized my experience by describing it on Yahoo. Nor did they ever contact my traveling companion despite him having called them numerous times. When [redacted] finally did contact me, indeed it was for me to call, but no one has ever offered to refund me the amount I was charged over the advertised rate, and that is all I was seeking. Since the walk up rate was being advertised when I walked in, all I want is to be treated fairly, and given the rate that was advertised. If Boomtown is willing to do that, then I would be happy to talk with them. But honestly, I don't have the receipt, and would probably have to go seek credit card statements from my credit card company. I don't want to spend any more time dealing with this unless I know Boomtown is going to refund the extra I was charged. I am not interested in "special offers" to make up for this incident.Business Response I forgot to mention in my last email to you responding to the complaint that I did say that I started working in late November 2013; however, I was not assigned the task of guests consumer relations until July 2014. We did have a change in GM/CEO at the end of May. My job duties changed with the new GM. So that is why I was not able to respond to him before. So even through we do understand [redacted]'s complaint, I have to follow the parodical of my GM. That is why I suggested that he call, so that he could personally share his complaint with [redacted], our new GM/CEO who can resolve this issue with [redacted]. And I would suggest that if he does if in fact he is seeking a refund, this is the only way to obtain it. Only our CEO/GM can authorize it. Please feel free to give [redacted] my contact information again and encourage him to contact us directly. If we don't hear from him directly then we will consider this case as closed. This was the second email in response to this complaint. I will look for the correspondence we had with him on yelp and send that along shortly. Please close this case. Unless he reaches out to us, or personally gives us the ok to contact him, we have done our part. Just because you gave us his info., does not in any way tell me that he wanted us to call him or to reach out to him by mail. He made it very clear that he did not want to communicate any further after he was brought up to speed on the management change over. So again, this is our official response back to him and your organization on this matter. It position is stated in all these emails to you, since I was unable to do so on your website.Consumer Response I will contact [redacted] as she has requested to see what the business is willing to do to address my concern. I will update the Revdex.com as soon as I hear from the business.Consumer Response On October 7, 2014, [redacted], the new GM, reached out to me. He apologized for the mistake that was made, which is all I ever really wanted. But he also comped me a room to make up for the situation. I can't ask for more. I really appreciate [redacted] reaching out personally to handle the issue, and they have a customer back again.

Dirty room, disgusting food, horrible view, terrible serviceChecked in 12/29/15. Myself, daughter 18, son 7, son 4. Got 4 $10 lobster coupons, 2 $5 food credits. After 4 hour drive kids hungry waited in line for "world famous buffet" I ended up only being able to use 2 coupons for cost me $76. Was dreadful will call the health department about that. Proceeded to room and within an hour all were sick. Went to call front desk horrible customer service no empathy or professionalism. Our view is uncovered mattresses laying next to a pool not sure what they plan on doing with those. Used dirty soap in our shower and no new soap. Ac is so loud and doesn't shut off makes a Loud rattling noise Did not have repeatedly asked to speak to a manager with no avail. Phone in room is covered in dust and dirt and room is also dusty and smelly and Dirty. Request an investigation into this place.Desired SettlementI would like someone to contact me back since I have left 4 messages for a call back and also I would like my money refunded from the buffet that made my whole family sickBusiness Response I emailed [redacted] today about her stay with us over New Years. Please see below:Hello [redacted],I just recently received your review from the Revdex.com and I wanted to reach out to you to further discuss your stay with us over New Years. I am so sorry that you had a negative experience here and I would like to work with you to reconcile this. We never want a dissatisfied guest and I apologize for any inconvenience you experienced during your stay with us.I look forward to hearing from you and speaking with you.Cheers,[redacted], Marketing Analyst775-345-8726I hope that this is satisfactory. Please let me know if you need anything else from me.

Complaint[redacted] & I typically visit Boomtown Casino/Hotel ("Boomtown") 3-5 times a year. We receive monthly brochures advertising various specials designed to entice one to return. As usual, I received such a advertising brochure for Feb., 2014. One of the advertisements therein offerred "UP to 2 FREE Nights - Any Day" throughout Feb., 2014. In small print, the advertisement stated "Available for consecutive nights during valid dates. Taxes and Fees Excluded. Based upon availability. Major Credit Card Required to guarantee hotel reservation and upon check-in." I called the phone # listed in the Boomtown advertisement [redacted] last night (Tues., Feb.18, 2014) in order to make a reservation for Sat. Feb.22 & Sun., Feb 23. The lady I spoke to said that they had sufficient vacancies in "the North Tower" and in one other area of their hotel. She, further, stated that she could not make a reservation at that time, but that I should call back to [redacted] today (Wed., Feb.19, 2014)and could, then, make a reservation. I did as instructed and called Boomtown back today (Wed., Feb. 19, 2014) and the lady answering the phone said that Boomtown was all booked up for Sat., Feb.22nd. We chatted some more and she elaborated that Boomtown was only 87.5% booked up. I again asked that Boomtown honor its' advertisement and the rep. asked me to hold on for a few minutes. Then, a man who identified himself as the Manager ([redacted]) got on the phone for Boomtown. I relayed the above facts & conversation to him and [redacted], again, refused to honor Boomtown's advertisement even though Boomtown Hotel was only booked up for 87.5% of its' rooms. I repeated my request for a complimentary room for Sat., Feb. 22 and for Sun., Feb 23 (we wanted to attend the musical concert on the night of Sat., Feb. 22). [redacted] said Mgmt. reserves the right to reject its' advertisement when they get to some magical % of booked rooms. I said that nowhere was that policy stated.Product_Or_Service: Room for Feb. 22, 23, 2014Desired Settlement We have been regular visitors to Boomtown and feel cheated after all the money/time we have spent there (& throughout the Reno area). By the time action, if any, is taken on this matter, it will be too late for us to be attend the musical concert on Sat., Feb. 22 & spend 2 nights. We hope Boomtown will change it's questionable adv./policy and change its' arrogant representative's ([redacted]) attitude. If there is any monetary award, please donate it to [redacted].Business Response All offers are based on availability, and all offers have a pre-defined amount of rooms allocated. After the rooms have been filled, offers will not be accepted.Business Response All offers are based on availability, and are subject to being revoked and/or changed without notice at any time. All offers have limited availability based on hotel occupancy, and are not issued as a 'promise' that rooms will be available for any given date.

I stayed at Boomtown in early September. I purchased the room through [redacted]. When my credit card bill came, I had been charged almost the exact same amount from the hotel that Priceline had charged. When I called about the charge, they said that I had purchased something from the Deli. I said that I had not. I had receipts from a gas station in [redacted] to prove that I had already checked out. After several phone calls they reversed the charges for what seemed to be the amount of the Deli charges, but there were still remaining charges that they never reversed. I don't even know what the charges were for. I had already spent too much time on a relatively small amount of money and so I decided to drop it. I will not go back there and will tell others not to go because they have not only poor business practice, but are not very honest and do not seem to want to clear up customer complaints.Desired SettlementI would like the rest of what was charged to me to be refunded as they cannot give me back the ridiculous amount of time wasted on something that could so easily have been resolved with one phone call and a little checking on their part, especially since I had proof.Business Response I spoke with [redacted] on 9/9/13 regarding her stay. Her bill reflected a movie charge as well as two restaurant charges. She stated that she did not watch a movie, which was refunded, and never made any charges to her room. I explained that the only way that a guest can be charged for a restaurant charge is if the guest signs their name, prints it, and writes the room number, so that the only persons who can charge to a room are occupying the room and have said information. She was contacted by the Food and Beverage Manager as well, regarding this situation. I personally pulled the paperwork for her room, and found that it was indeed signed [redacted], similarly to the registration card that she had signed at the time of check-in.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The idea that no one can charge to a room is ridiculous, especially since when the charges were made, I have proof of not being in the hotel at the time. They supposedly have tapes to confirm who purchased food and it will clearly show that it was not me. If they think everything is as tight as they say it is, the only other option is that an employee is responsible. They still owe me money and their arguments are weak. Incidentally, they never told me that a movie was charged to my room as well as food.Final Business Response We sincerely apologize for any inconvenience that [redacted] may have experienced during her stay with us. We never want our guests to leave unsatisfied; we pride ourselves on our guest services and strive to go above and beyond expectations. If there is anything we can do to help resolve this matter we would be more than willing to.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)An apology does not make up for stolen money.