Cache Creek Casino

Review: The head of security yelled and swore at me. In addition, he falsely accused and threatened me.

I would like to bring to your attention the behavior of a Cache Creek employee. [redacted], the security supervisor on the evening of Saturday, June 22, 2013.

I was talking to [redacted] on Saturday evening at guest services to make a complaint regarding a bar employee. I was related the situation to him as he was at the Guest Services counter and he began to raise his voice at me. He said that there was nothing he could do and that he is not responsible for other employee's behavior. Later, upon learning that he was a supervisor, I was quite shocked in his indifference of the situation.

I told him that it was okay and I went up to my room (710). I called the restaurant from my room and spoke with an employee who mentioned they were busy. I gave her my phone number and room number and mentioned that when they are free at a later time, they can contact me on my cell phone or room phone. About ten minutes later, [redacted], accompanied by the sheriff, knock on my door and yell at me to come out. I immediately was compliant to their demands and went out in the hall to talk to them. [redacted] then says that I must listen to everything he says because I was now in a public space and he could have me arrested for drunken in public. He then raised his voice and told me I need to stop calling the restaurant and I am disrupting business. When I started to speak to say that I only called the restaurant once, he yelled "you need to shut the [redacted] up." Taken in shock, I replied "did you just swear at me?" In which [redacted] replied "yes, I did!" He then told me I was being obnoxious and that he was going to kick me out of the hotel. I replied that if I was being out of hand, I would be more than happy to leave as I had friends staying at a B&B three miles away. He then said "No, it's ok. We can make a deal." He then accused me of having weed and drugs. I said I had none of the sort and that the Sheriff could and should search me if they really believed I was in possession of illegal substances. Then they replied that they didn't want to search me. They let me go back in the room and left me alone for the rest of the night.

I can prove on my phone log that I called the restaurant once. In addition, [redacted] lied to the Sheriff and used that lie to have the Sheriff accompany him as he falsely accused me and threatened me. There were no noise complaints coming from my room, so there was no reason for him to come up and ask me to come out in the hallway. I feel he used his title as Security Supervisor to make me go from a private space to a public one. As a respectful guest, he knew if he demanding for me to come out of my room, that I would. He then used that to threaten me with being drunk in a public space, when I was not causing any disruption at all.

He continuously threatened me and when I was willing to agree to his demands, he pulled away his threats. He told me he would make a deal with me. If I had done something wrong, I believe it is the rightful and lawful thing to give the appropriate consequences and not ask for something in return for personal gain.

He also accused me of having drugs, but when I asked for a female sheriff to search me, he declined. No illegal substances were confiscated from me or from my room. Not only did they fail to find anything, they didn't even search for it. They were making empty threats, which is misusing their positions to demean me and cover up for their mistake of confronting me in the first place.

As I have explained, I feel violated in many ways. I am appalled at the way I was treated by not just an employee, but a supervisor. I was accused, threatened and disrespected in front of my peers. As [redacted] is quite big in stature, I felt completely helpless and afraid. I travelled a long distance to spend the night at Cache Creek and it was completely ruined by employees who misuse their power to threaten and intimidate the customers.Desired Settlement: In addition, I would like a full refund on my room.

Business

Response:

Business' Initial Response

Cache Creek Casino Resort appreciates this guest and the accompanying group that chose to visit us. Regrettably, it appears their experience did not meet their expectations. For nearly 30 years, we have maintained and nurtured a high-quality reputation by interacting with both guests and employees in an exceedingly respectful manner. As such, we take all complaints seriously. After a detailed internal review, we find the guest's claims to be inaccurate and incomplete. Humbly, Cache Creek is satisfied that we acted properly and consistent with our desire to insure that all guests can enjoy the property.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Cache Creek claim that the complaint is inaccurate or incomplete. There is absolutely nothing inaccurate or incomplete with the complaint. I believe there response may have been automated as they in no way attempt to detail where the complaint is inaccurate as per their claim.

Their employees curse and threaten guests of Cache Creek.