Dover Downs Hotel and Casino

I am fully aware of this customer's claim regarding the alleged theft that occurred from her hotel room during her stay November 5thSecurity was notified immediately when this guest reported her item missingA security report was made and it was determined, following a thorough investigation into the details of this guest's claim, that the item could not have been stolen per her claims as no one entered the room during the times she reported (per Surveillance footage and tracking technology connected to the electronic door locks).We take all customer concerns very seriously at Dover Downs Hotel & CasinoIf you'd like to discuss this matter further, feel free to contact me directly at [redacted]

Stayed at Dover Downs Hotel on Friday, August 7, Fitness Center / Pool & Sauna (hot tub) were FILTHY Thick mold throughout pool/hot tub area presented health & safety concerns Facilities could not be used accordingly Upon checkout, I asked for a review of my charges ($279/night) -- taking into consideration that we could not use the facilities The reservations clerk ridiculed - then threatened -- me Reservations clerk also refused to call Manager and/or provide me with hotel bill/folio upon check out Additional charges were not explained

I contacted *** *** on January 22, and spoke with her at lengthBy the time I called her, the proper charges had hit her accountShe was still very displeased for she felt commumoation was poor and our representatives that she spoke with didnotmake her feel like she "mattered'" as
a customer.Most hotels, including Dover Downs, take a deposit at check in for incidentals and potential room damagesThis places a hold on the card for the amOlmt and that hold may take up to bus-.ness days after checkout to be releasedOnce a customer makes payment at ched out, the hotel system releases the hold on a customer s account; however, the tim•ng of the release on the account depends on a customer's individual bankIt does appar that this hold was the problem with *** ***'s stay at Dover Downs.I apologized to ** *** for the lack of communication and offered her a two night stay in our Hotel during the week at no room expense to herShe accepted my apology and the offerShe seemed happy and appreciative of the helpShe also has my direct number in the event she has any other problems

I am fully aware of this customer's claim regarding the alleged theft that occurred from her hotel room during her stay November 5th. Security was notified immediately when this guest reported her item missing. A security report was made and it was determined, following a thorough...

investigation into the details of this guest's claim, that the item could not have been stolen per her claims as no one entered the room during the times she reported (per Surveillance footage and tracking technology connected to the electronic door locks).We take all customer concerns very seriously at Dover Downs Hotel & Casino. If you'd like to discuss this matter further, feel free to contact me directly at [redacted].

Stayed at Dover Downs Hotel on Friday, August 7, 2015.
Fitness Center / Pool & Sauna (hot tub) were FILTHY. Thick mold throughout pool/hot tub area presented health & safety concerns. Facilities could not be used accordingly.
Upon checkout, I asked for a review of my charges ($279/night) -- taking into consideration that we could not use the facilities. The reservations clerk ridiculed - then threatened -- me. Reservations clerk also refused to call Manager and/or provide me with hotel bill/folio upon check out. Additional charges were not explained.

Review: Family and I were guests there at hotel Jan.4,5&6. Was told at check in that a $50 hold would be placed on card to be dropped after check-out. There is a $103 hold on my CC since 1/5/15. Called hotel on 1/17/15 after seeing charge on statement. Spoke with [redacted] who explained the hotel sometimes charge 30% of hotel stay. Bait and switch was done here. Additionally I was told thatmy CC company was responsible for removing the pending charge. Spoke with CC company today and.the point the finger right back at Dover. I called today over 4 hrs ago. Was given the runaround, disconnected, etc. Was told they would call. Have not heard back. This is blatant deception and stealing. Dover Downs should be happy to retain customers but they aren't and as a result, we won't be revisiting. Additionally, I will pass this on to the many people I know. This incident has excluded my contribution to the state of Delaware as I contributed to it's revenue by doing quite a bit of shopping while there. Perhaps those who failed to address my situation fail to realize that their continued employment is based on customers like me, patronization.

Will never frequent there again! Just read that Delaware casinos are in serious trouble. Mistreatment of and stealing from guests obviously won't help.Desired Settlement: Adjust erroneous charge immediately and let me know via USPS mail that this has been done.

No need for apology as I would never come back and never hand them my Credit card!

Business

Response:

I contacted [redacted] on January 22, 2015 and spoke with her at length. By the time I called her, the proper charges had hit her account. She was still very displeased for she felt commumoation was poor and our representatives that she spoke with didnotmake her feel like she "mattered'" as a customer.Most hotels, including Dover Downs, take a deposit at check in for incidentals and potential room damages. This places a hold on the card for the amOlmt and that hold may take up to 10 bus-.ness days after checkout to be released. Once a customer makes payment at ched out, the hotel system releases the hold on a customer s account; however, the tim•ng of the release on the account depends on a customer's individual bank. It does appar that this hold was the problem with [redacted]'s stay at Dover Downs.I apologized to [redacted] for the lack of communication and offered her a two night stay in our Hotel during the week at no room expense to her. She accepted my apology and the offer. She seemed happy and appreciative of the help. She also has my direct number in the event she has any other problems

Review: I check into Dover Downs on Tuesday November 3 2015 and someone took my whole leather wallet out my room with $50.00 dollars in it. The whole wallet just left out of my room which I was in room 938. The room was cleaned by the maids. Also water and 4 pieces of candy was also put in the room each night. I want to paid for my leather and also my $50.00 dollars given back to me. Please help me to get it backDesired Settlement: My wallet paid for plus my money

Business

Response:

I am fully aware of this customer's claim regarding the alleged theft that occurred from her hotel room during her stay November 5th. Security was notified immediately when this guest reported her item missing. A security report was made and it was determined, following a thorough investigation into the details of this guest's claim, that the item could not have been stolen per her claims as no one entered the room during the times she reported (per Surveillance footage and tracking technology connected to the electronic door locks).We take all customer concerns very seriously at Dover Downs Hotel & Casino. If you'd like to discuss this matter further, feel free to contact me directly at [redacted].

Stayed at Dover Downs Hotel on Friday, August 7, 2015.

Fitness Center / Pool & Sauna (hot tub) were FILTHY. Thick mold throughout pool/hot tub area presented health & safety concerns. Facilities could not be used accordingly.

Upon checkout, I asked for a review of my charges ($279/night) -- taking into consideration that we could not use the facilities. The reservations clerk ridiculed - then threatened -- me. Reservations clerk also refused to call Manager and/or provide me with hotel bill/folio upon check out. Additional charges were not explained.