Initial Business Response / [redacted] (1000, 10, 2015/09/28) */ In regards to [redacted] reservation and the issue experienced at check-in, I have decided to refund [redacted] reservationI spoke with [redacted] and they will be issuing a refund shortlyI would like to extend my sincerest apologies to [redacted] and the issue she had with our policiesI tried calling [redacted] at the number provided on the reservation but it wasn't correctPlease relay the information to [redacted] Thank you! Let this response note that we now consider the matter resolvedThank you!
Initial Business Response / [redacted] (1000, 16, 2016/05/23) */ Dear Customer Care Representative, Thank you for your recent inquiry regarding challenges at the Nugget Casino ResortI truly apologize for the lateness in my responseOn May 5th, we issued a check refund in the amount of $to the guestIt can take up to two weeks to arrive by mail We have under gone new ownership this week and and are looking forward to many positive changes in our property and our policies We appreciate your taking the time to contact us Sincerely, Guest Service Manager
Contact Name and Title: Stacy, VP of Hotel OpsContact Phone: 775-356-3479Contact Email: [redacted] Thank you for the opportunity to respond to the complaint brought forth by [redacted] . The goal at the Nugget Casino Resort is for each guest to have a memorable and... enjoyable time when staying, playing and dining. We are very sorry that Mrs. [redacted] and her family were disappointed with various areas within the Resort during their stay. We have gone to great lengths to speak with each department about the complaints brought forth by Mrs. [redacted] and cannot corroborate or verify with any individual about the challenges and if the opportunity was given to rectify these issues. None of our hotel guest rooms come equipped with microwave ovens. If we knew specifically with whom Mrs. [redacted] spoke to we could inquire about the misinformation. Housekeeping does not recall a call from the room that Mrs. [redacted] stayed in or from anyone at the Front Desk claiming the room to be dirty or not properly cleaned upon Mrs. Pahlow checking into the room. Housekeeping is provided 24 hours a day and would have been more than happy to reclean the room or we would have been happy to move Mrs. [redacted] to another room.With regards to the copycat website, there are many online travel agency sites that book for the Nugget Casino Resort daily. We have no control over where they appear in the search for the Nugget. We have inquired with Security and our Risk Management department as to if a report was filed with regards to the damages to their vehicle while in the care of our Valet department and have not found any such reporting's. We can verify that Mrs. [redacted] did request to cancel the second night of her stay however our policy does dictate that cancellations must be received 24 hours in advance and this 24-hour notice was not provided in time for the cancellation to become valid. We again apologize that Mrs. Pahlow was not happy with the outcome of her stay. I did take the opportunity to look at the pictures that were provided with the complaint. We would have appreciated the opportunity to see these issues while Mrs. Pahlow was occupying the room. We do not feel that we were given ample and reasonable opportunities to fix the challenges denoted in the complaint and therefore are not able to provide a full refund to Mrs. Pahlow for her stay. We have gone ahead and comped off the resort fees for the two nights she was here.
HelloIs there contact information from the party responsible for providing my partial refund? The shady company called from a phone number time while I was at work, left a message stating I was supposed to be on the phone line in order to recieve the refund, never called back and when you call the number to which I recieved the call, shocking you cannot get thru as its a non working number
Initial Business Response /* (1000, 5, 2018/03/24) */
Contact Name and Title: ***, VP of Hotel Ops
Contact Phone: 775-356-
Contact Email: ***
Thank you for the opportunity to respond to the complaint brought forth by *** *** ***I had the pleasure of
speaking to *** *** *** on the phone with regards to the circumstances surrounding her booking of a hotel room with the Nugget Casino ResortEvidently *** *** booked a room through *** to stay with the Nugget Casino Resort the night of March 12, at approximately 10:30pm*** *** admitted that she "didn't think she hit confirm to book the room but evidently she had confirmed this booking"When she realized that the booking had gone through at approximately 2:30am the morning of March 13, she attempted to call the Nugget Casino Resort to cancel the room and was informed by the Assistant Manager on shift that she had in fact booked her room through another party, *** and that it would be necessary for her to contact them with regards to cancelling the reservation and receiving a refund*** *** stated to me that she did contact *** and that they were unable to help herShe then reached out to the Nugget Casino Resort again in hopes that the Assistant Manager would be able to help herThe Assistant Manager was unable to assist her with this request since Nugget Casino Resort policy dictates that same day cancellations are not permitted
The Nugget Casino Resort feels confident that the situation was handled as dictated by policy however as a courtesy to *** *** we have agreed to refund her money with *** since she did not stay at the Nugget Casino Resort on March 12,
The Nugget Casino Resort is confident that this refund shows complete resolution to this complaint
Initial Business Response /* (1000, 6, 2018/01/09) */
With regards to the stay of *** *** from December 22nd to December 25th, we have done our due diligence of looking into all of her concernsPlease consider the following:
All of our requests for maintenance are logged into our
internal maintenance system, Net Facilities with detailed information as to what the problem is and the exact room number, (in this case, room ***) by either an Operator, Front Desk Agent or Housekeeping Status Board ClerkUnfortunately there are no requests for maintenance and none of our Hotel personnel recollect taking any calls from this guest or anyone from that roomAdditionally we are unable to confirm that any requests were made for a new coffee maker in their room during their stay
It would be incredibly helpful if *** *** could provide us with the name or names of Nugget team members that she spoke with during her stay that we could refer back to with regards to her complaints
As *** *** describes in her complaint, despite the fact that we were unable to confirm the challenges that she had during her stay, the Front Desk team member that checked her out still listened to her with regards to her challenges and did waive one nights resort fee
At this time the Nugget feels that we have properly compensated *** ***
Initial Consumer Rebuttal /* (3000, 8, 2018/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue was rude manager in the eveningsWhen we call room service at any hotel especially with excessive heat in the room or coffee maker not working we expect the issues to be fixed ASAPwho ever was the manager that night was extremely rude and didn't even give any estimated time when it would be fixedIt was not fixed through out my stayThere was a lady who cleaned our room, don't know her name checked the coffee maker day before we vacated the room and she even called the front desk but no action was takenI don't remember the name of manager as I didn't even ask for the name hoping the issue would be fixed
Final Business Response /* (1000, 12, 2018/02/02) */
As a gesture of good faith with regards to the complaint brought forth by *** *** the Nugget Casino Resort has generously refunded this guest a portion of her stay totaling the amount of $It can take 7-days for the refund to be accepted
Per the complaint *** *** had asked for a 50% refund of the monies paid to the Nugget Casino Resort and this is what has been refundedThe Nugget Casino Resort would request that this complaint be closed based on the terms of the request being met
Initial Business Response /* (1000, 8, 2016/10/25) */
Hello ***,
I am truly sorry to hear you have had difficulty at the NuggetFrom reviewing the record of your stay, I show you did request a smoking room but that we did not have any smoking rooms available upon your arrival
We only have one floor of smoking rooms and am sorry for any inconvenience this caused you
You did pre-pay the room and tax to hold your reservation in the amount of $At chewe authorized the card you provided for the $security depositAt check out we charged you $for the Resort Fee of $14.19, the Tourism Surcharge of $and your Rosie's bill of $I show the folio was emailed to you at check out to the email on fileI have sent another to you today
Please call the Nugget and ask for the Front Desk Manager with any remaining questions about your room or for the Rosie's Manager about any questions with your meal
Nugget Guest Relations
Contact Name and Title: Stacy, VP of Hotel Ops
Contact Phone: 775-356-
Contact Email: ***
Thank you for the opportunity to respond to *** *** complaintWe apologize for any misunderstanding that took place during her exchange with our Front Desk
teamThis was certainly not our intention and again are very sorry for any confusion
After careful review of the Booking.com website that Christine utilized to book her Reservation I was able to view the portion of the website that clearly states that the Nugget Casino Resort does not allow pets
Initial Business Response /* (1000, 10, 2015/09/28) */
In regards to [redacted] reservation and the issue experienced at check-in, I have decided to refund [redacted] reservation. I spoke with [redacted] and they will be issuing a refund shortly. I would like to extend my sincerest apologies...
to [redacted] and the issue she had with our policies. I tried calling [redacted] at the number provided on the reservation but it wasn't correct. Please relay the information to [redacted]. Thank you!
Let this response note that we now consider the matter resolved. Thank you!
Good afternoon,I personally reached out to Mrs. [redacted] this afternoon and left her a message with my direct phone number and an explanation of what I believe to be another misunderstanding. As initially stated in my last response, one nights stay has been refunded to Mrs. [redacted]. Once that refund is processed on our end we then reached out to Expedia.com which is the 3rd party booking company that Mrs. [redacted] utilized to make her reservation and informed them that we were refunding one nights stay. To the best of our knowledge someone from [redacted].com attempted to contact Mrs. [redacted] with regards to her refund and not a Representative from the Nugget Hotel. We are happy to help Mrs. [redacted] with this interaction in any way we can.
(The consumer indicated he/she DID NOT accept the response from the business.)
Nugget Casino Resort lied about the websites [redacted].com, [redacted].com, [redacted].com, [redacted].com were "NOT PET FRIENDLY" at the time when we made the 7-days reservation, and at the time when we were being kicked out of the resort when checking in. It is the ADA (American Disability Act) law to accept service dog but we were kicked out nevertheless, disregard it is "PET FRIENDLY" at all internet websites. The Nugget Casino Resort' "SERVICE" has gone-down-HELL in the past year. Lying not being "pet friendly", breaking the ADA law, and kicking out disabled guest in a wheelchair is its "NORMAL SERVICES".
Contact Name and Title: Stacy, VP of Hotel OpsContact Phone: 775-356-3479Contact Email: [redacted]Thank you for the opportunity to respond to the complaint brought forth by [redacted]. The goal at the Nugget Casino Resort is for each guest to have a memorable and...
enjoyable time when staying, playing and dining. We are very sorry that Mrs. [redacted] and her family were disappointed with various areas within the Resort during their stay. We have gone to great lengths to speak with each department about the complaints brought forth by Mrs. [redacted] and cannot corroborate or verify with any individual about the challenges and if the opportunity was given to rectify these issues. None of our hotel guest rooms come equipped with microwave ovens. If we knew specifically with whom Mrs. [redacted] spoke to we could inquire about the misinformation. Housekeeping does not recall a call from the room that Mrs. [redacted] stayed in or from anyone at the Front Desk claiming the room to be dirty or not properly cleaned upon Mrs. Pahlow checking into the room. Housekeeping is provided 24 hours a day and would have been more than happy to reclean the room or we would have been happy to move Mrs. [redacted] to another room.With regards to the copycat website, there are many online travel agency sites that book for the Nugget Casino Resort daily. We have no control over where they appear in the search for the Nugget. We have inquired with Security and our Risk Management department as to if a report was filed with regards to the damages to their vehicle while in the care of our Valet department and have not found any such reporting's. We can verify that Mrs. [redacted] did request to cancel the second night of her stay however our policy does dictate that cancellations must be received 24 hours in advance and this 24-hour notice was not provided in time for the cancellation to become valid. We again apologize that Mrs. Pahlow was not happy with the outcome of her stay. I did take the opportunity to look at the pictures that were provided with the complaint. We would have appreciated the opportunity to see these issues while Mrs. Pahlow was occupying the room. We do not feel that we were given ample and reasonable opportunities to fix the challenges denoted in the complaint and therefore are not able to provide a full refund to Mrs. Pahlow for her stay. We have gone ahead and comped off the resort fees for the two nights she was here.
Initial Business Response /* (1000, 8, 2016/07/26) */
Unfortunately, we do receive a very large number of calls for the same request during the night of the fireworks. I am sure that the operator you spoke with did not mean to hang up on you. I don't know the situation, but I am sorry that that...
happened and you felt that we did not want to help you. I can tell you that the operator you spoke with has a very similar name to "[redacted]", so I can assure you he was not trying to be deceiving when giving out his name. I apologize that you did not receive the best service when you called and we will definitely work on being better staffed during out very busy times.
Good afternoon,
I can assure Ms. [redacted] that nothing on the Booking.com website was changed after her Revdex.com complaint with regards to our policy on not accepting pets with the exception of Service Animals. We have and always will comply with Service Animal compliance.
In the initial complaint brought forth by Ms. [redacted] she asked for an apology and that our pet policy be clear on the [redacted].com website which has been confirmed. We have also apologized for any misunderstanding or inconvenience this caused Ms. [redacted].
Initial Business Response /* (1000, 16, 2016/05/23) */
Dear Customer Care Representative,
Thank you for your recent inquiry regarding challenges at the Nugget Casino Resort. I truly apologize for the lateness in my response. On May 5th, we issued a check refund in the amount of $100.00 to the...
guest. It can take up to two weeks to arrive by mail.
We have under gone new ownership this week and and are looking forward to many positive changes in our property and our policies.
We appreciate your taking the time to contact us.
Sincerely,
Guest Service Manager
Initial Business Response / [redacted] (1000, 10, 2015/09/28) */ In regards to [redacted] reservation and the issue experienced at check-in, I have decided to refund [redacted] reservationI spoke with [redacted] and they will be issuing a refund shortlyI would like to extend my sincerest apologies to [redacted] and the issue she had with our policiesI tried calling [redacted] at the number provided on the reservation but it wasn't correctPlease relay the information to [redacted] Thank you! Let this response note that we now consider the matter resolvedThank you!
Initial Business Response / [redacted] (1000, 16, 2016/05/23) */ Dear Customer Care Representative, Thank you for your recent inquiry regarding challenges at the Nugget Casino ResortI truly apologize for the lateness in my responseOn May 5th, we issued a check refund in the amount of $to the guestIt can take up to two weeks to arrive by mail We have under gone new ownership this week and and are looking forward to many positive changes in our property and our policies We appreciate your taking the time to contact us Sincerely, Guest Service Manager
Contact Name and Title: Stacy, VP of Hotel OpsContact Phone: 775-356-3479Contact Email: [redacted] Thank you for the opportunity to respond to the complaint brought forth by [redacted] . The goal at the Nugget Casino Resort is for each guest to have a memorable and... enjoyable time when staying, playing and dining. We are very sorry that Mrs. [redacted] and her family were disappointed with various areas within the Resort during their stay. We have gone to great lengths to speak with each department about the complaints brought forth by Mrs. [redacted] and cannot corroborate or verify with any individual about the challenges and if the opportunity was given to rectify these issues. None of our hotel guest rooms come equipped with microwave ovens. If we knew specifically with whom Mrs. [redacted] spoke to we could inquire about the misinformation. Housekeeping does not recall a call from the room that Mrs. [redacted] stayed in or from anyone at the Front Desk claiming the room to be dirty or not properly cleaned upon Mrs. Pahlow checking into the room. Housekeeping is provided 24 hours a day and would have been more than happy to reclean the room or we would have been happy to move Mrs. [redacted] to another room.With regards to the copycat website, there are many online travel agency sites that book for the Nugget Casino Resort daily. We have no control over where they appear in the search for the Nugget. We have inquired with Security and our Risk Management department as to if a report was filed with regards to the damages to their vehicle while in the care of our Valet department and have not found any such reporting's. We can verify that Mrs. [redacted] did request to cancel the second night of her stay however our policy does dictate that cancellations must be received 24 hours in advance and this 24-hour notice was not provided in time for the cancellation to become valid. We again apologize that Mrs. Pahlow was not happy with the outcome of her stay. I did take the opportunity to look at the pictures that were provided with the complaint. We would have appreciated the opportunity to see these issues while Mrs. Pahlow was occupying the room. We do not feel that we were given ample and reasonable opportunities to fix the challenges denoted in the complaint and therefore are not able to provide a full refund to Mrs. Pahlow for her stay. We have gone ahead and comped off the resort fees for the two nights she was here.
Final Consumer Response / [redacted] (2000, 9, 2015/06/24) */ My keys were found and sent back to meI greatly appreciate it
HelloIs there contact information from the party responsible for providing my partial refund? The shady company called from a phone number time while I was at work, left a message stating I was supposed to be on the phone line in order to recieve the refund, never called back and when you call the number to which I recieved the call, shocking you cannot get thru as its a non working number
Initial Business Response /* (1000, 5, 2018/03/24) */
Contact Name and Title: ***, VP of Hotel Ops
Contact Phone: 775-356-
Contact Email: ***
Thank you for the opportunity to respond to the complaint brought forth by *** *** ***I had the pleasure of
speaking to *** *** *** on the phone with regards to the circumstances surrounding her booking of a hotel room with the Nugget Casino ResortEvidently *** *** booked a room through *** to stay with the Nugget Casino Resort the night of March 12, at approximately 10:30pm*** *** admitted that she "didn't think she hit confirm to book the room but evidently she had confirmed this booking"When she realized that the booking had gone through at approximately 2:30am the morning of March 13, she attempted to call the Nugget Casino Resort to cancel the room and was informed by the Assistant Manager on shift that she had in fact booked her room through another party, *** and that it would be necessary for her to contact them with regards to cancelling the reservation and receiving a refund*** *** stated to me that she did contact *** and that they were unable to help herShe then reached out to the Nugget Casino Resort again in hopes that the Assistant Manager would be able to help herThe Assistant Manager was unable to assist her with this request since Nugget Casino Resort policy dictates that same day cancellations are not permitted
The Nugget Casino Resort feels confident that the situation was handled as dictated by policy however as a courtesy to *** *** we have agreed to refund her money with *** since she did not stay at the Nugget Casino Resort on March 12,
The Nugget Casino Resort is confident that this refund shows complete resolution to this complaint
Initial Business Response /* (1000, 6, 2018/01/09) */
With regards to the stay of *** *** from December 22nd to December 25th, we have done our due diligence of looking into all of her concernsPlease consider the following:
All of our requests for maintenance are logged into our
internal maintenance system, Net Facilities with detailed information as to what the problem is and the exact room number, (in this case, room ***) by either an Operator, Front Desk Agent or Housekeeping Status Board ClerkUnfortunately there are no requests for maintenance and none of our Hotel personnel recollect taking any calls from this guest or anyone from that roomAdditionally we are unable to confirm that any requests were made for a new coffee maker in their room during their stay
It would be incredibly helpful if *** *** could provide us with the name or names of Nugget team members that she spoke with during her stay that we could refer back to with regards to her complaints
As *** *** describes in her complaint, despite the fact that we were unable to confirm the challenges that she had during her stay, the Front Desk team member that checked her out still listened to her with regards to her challenges and did waive one nights resort fee
At this time the Nugget feels that we have properly compensated *** ***
Initial Consumer Rebuttal /* (3000, 8, 2018/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue was rude manager in the eveningsWhen we call room service at any hotel especially with excessive heat in the room or coffee maker not working we expect the issues to be fixed ASAPwho ever was the manager that night was extremely rude and didn't even give any estimated time when it would be fixedIt was not fixed through out my stayThere was a lady who cleaned our room, don't know her name checked the coffee maker day before we vacated the room and she even called the front desk but no action was takenI don't remember the name of manager as I didn't even ask for the name hoping the issue would be fixed
Final Business Response /* (1000, 12, 2018/02/02) */
As a gesture of good faith with regards to the complaint brought forth by *** *** the Nugget Casino Resort has generously refunded this guest a portion of her stay totaling the amount of $It can take 7-days for the refund to be accepted
Per the complaint *** *** had asked for a 50% refund of the monies paid to the Nugget Casino Resort and this is what has been refundedThe Nugget Casino Resort would request that this complaint be closed based on the terms of the request being met
Initial Business Response /* (1000, 8, 2016/10/25) */
Hello ***,
I am truly sorry to hear you have had difficulty at the NuggetFrom reviewing the record of your stay, I show you did request a smoking room but that we did not have any smoking rooms available upon your arrival
We only have one floor of smoking rooms and am sorry for any inconvenience this caused you
You did pre-pay the room and tax to hold your reservation in the amount of $At chewe authorized the card you provided for the $security depositAt check out we charged you $for the Resort Fee of $14.19, the Tourism Surcharge of $and your Rosie's bill of $I show the folio was emailed to you at check out to the email on fileI have sent another to you today
Please call the Nugget and ask for the Front Desk Manager with any remaining questions about your room or for the Rosie's Manager about any questions with your meal
Nugget Guest Relations
Contact Name and Title: Stacy, VP of Hotel Ops
Contact Phone: 775-356-
Contact Email: ***
Thank you for the opportunity to respond to *** *** complaintWe apologize for any misunderstanding that took place during her exchange with our Front Desk
teamThis was certainly not our intention and again are very sorry for any confusion
After careful review of the Booking.com website that Christine utilized to book her Reservation I was able to view the portion of the website that clearly states that the Nugget Casino Resort does not allow pets
Final Consumer Response /* (3000, 15, 2015/11/09) */
they contacted me and are comping the room.
Initial Business Response /* (1000, 10, 2015/09/28) */
In regards to [redacted] reservation and the issue experienced at check-in, I have decided to refund [redacted] reservation. I spoke with [redacted] and they will be issuing a refund shortly. I would like to extend my sincerest apologies...
to [redacted] and the issue she had with our policies. I tried calling [redacted] at the number provided on the reservation but it wasn't correct. Please relay the information to [redacted]. Thank you!
Let this response note that we now consider the matter resolved. Thank you!
Good afternoon,I personally reached out to Mrs. [redacted] this afternoon and left her a message with my direct phone number and an explanation of what I believe to be another misunderstanding. As initially stated in my last response, one nights stay has been refunded to Mrs. [redacted]. Once that refund is processed on our end we then reached out to Expedia.com which is the 3rd party booking company that Mrs. [redacted] utilized to make her reservation and informed them that we were refunding one nights stay. To the best of our knowledge someone from [redacted].com attempted to contact Mrs. [redacted] with regards to her refund and not a Representative from the Nugget Hotel. We are happy to help Mrs. [redacted] with this interaction in any way we can.
(The consumer indicated he/she DID NOT accept the response from the business.)
Nugget Casino Resort lied about the websites [redacted].com, [redacted].com, [redacted].com, [redacted].com were "NOT PET FRIENDLY" at the time when we made the 7-days reservation, and at the time when we were being kicked out of the resort when checking in. It is the ADA (American Disability Act) law to accept service dog but we were kicked out nevertheless, disregard it is "PET FRIENDLY" at all internet websites. The Nugget Casino Resort' "SERVICE" has gone-down-HELL in the past year. Lying not being "pet friendly", breaking the ADA law, and kicking out disabled guest in a wheelchair is its "NORMAL SERVICES".
Contact Name and Title: Stacy, VP of Hotel OpsContact Phone: 775-356-3479Contact Email: [redacted]Thank you for the opportunity to respond to the complaint brought forth by [redacted]. The goal at the Nugget Casino Resort is for each guest to have a memorable and...
enjoyable time when staying, playing and dining. We are very sorry that Mrs. [redacted] and her family were disappointed with various areas within the Resort during their stay. We have gone to great lengths to speak with each department about the complaints brought forth by Mrs. [redacted] and cannot corroborate or verify with any individual about the challenges and if the opportunity was given to rectify these issues. None of our hotel guest rooms come equipped with microwave ovens. If we knew specifically with whom Mrs. [redacted] spoke to we could inquire about the misinformation. Housekeeping does not recall a call from the room that Mrs. [redacted] stayed in or from anyone at the Front Desk claiming the room to be dirty or not properly cleaned upon Mrs. Pahlow checking into the room. Housekeeping is provided 24 hours a day and would have been more than happy to reclean the room or we would have been happy to move Mrs. [redacted] to another room.With regards to the copycat website, there are many online travel agency sites that book for the Nugget Casino Resort daily. We have no control over where they appear in the search for the Nugget. We have inquired with Security and our Risk Management department as to if a report was filed with regards to the damages to their vehicle while in the care of our Valet department and have not found any such reporting's. We can verify that Mrs. [redacted] did request to cancel the second night of her stay however our policy does dictate that cancellations must be received 24 hours in advance and this 24-hour notice was not provided in time for the cancellation to become valid. We again apologize that Mrs. Pahlow was not happy with the outcome of her stay. I did take the opportunity to look at the pictures that were provided with the complaint. We would have appreciated the opportunity to see these issues while Mrs. Pahlow was occupying the room. We do not feel that we were given ample and reasonable opportunities to fix the challenges denoted in the complaint and therefore are not able to provide a full refund to Mrs. Pahlow for her stay. We have gone ahead and comped off the resort fees for the two nights she was here.
Final Consumer Response /* (2000, 9, 2015/06/24) */
My keys were found and sent back to me. I greatly appreciate it.
Initial Business Response /* (1000, 8, 2016/07/26) */
Unfortunately, we do receive a very large number of calls for the same request during the night of the fireworks. I am sure that the operator you spoke with did not mean to hang up on you. I don't know the situation, but I am sorry that that...
happened and you felt that we did not want to help you. I can tell you that the operator you spoke with has a very similar name to "[redacted]", so I can assure you he was not trying to be deceiving when giving out his name. I apologize that you did not receive the best service when you called and we will definitely work on being better staffed during out very busy times.
Good afternoon,
I can assure Ms. [redacted] that nothing on the Booking.com website was changed after her Revdex.com complaint with regards to our policy on not accepting pets with the exception of Service Animals. We have and always will comply with Service Animal compliance.
In the initial complaint brought forth by Ms. [redacted] she asked for an apology and that our pet policy be clear on the [redacted].com website which has been confirmed. We have also apologized for any misunderstanding or inconvenience this caused Ms. [redacted].
Initial Business Response /* (1000, 16, 2016/05/23) */
Dear Customer Care Representative,
Thank you for your recent inquiry regarding challenges at the Nugget Casino Resort. I truly apologize for the lateness in my response. On May 5th, we issued a check refund in the amount of $100.00 to the...
guest. It can take up to two weeks to arrive by mail.
We have under gone new ownership this week and and are looking forward to many positive changes in our property and our policies.
We appreciate your taking the time to contact us.
Sincerely,
Guest Service Manager