Lumiere Place Casino & Hotels

To Whom it May Concern: [redacted] , our director of Hotel Operations spoke to [redacted] *** on 11/10/ [redacted] was refunded the full amount of her stay on 11/10/and received a personal apology from [redacted] for her unpleasant experienceWhile she still seemed unsatisfied, she was unable to express what else we could to remedy the situation [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 Sincerely, [redacted] [redacted]

RE: Complaint ID # [redacted] [redacted] M [redacted] To Whom it May Concern: We have updated our system to stop all mail from going to the customer’s address: I have changed [redacted] ’s mail code to “N” for No Mail However, he is currently (and it looks like never) received any mail from us I also looked up [redacted] He is receiving email offers from us, but since he has stated that he wants no correspondence with us, as well, I also made him a No Mail and removed his email address It may take a few more weeks for mail actually stop (if in fact there is any) as we are always a few weeks out in our mail process Thanks, [redacted] Database Marketing Specialist Lumière Place Casino & Hotels A Tropicana Entertainment Property [redacted] o [redacted] ***@lumiereplace.com|http://www.lumiereplace.com/ Thank you! [redacted] ***

The customer contacted us directly with the complaintUpon looking into the ***er, we feel the claim is without meritAll actions done by our property are fully in accordance with the contract terms agreed to by the customerWe are happy to provide supporting documentation both to the complainant and the Revdex.com to show good faith and commercially reasonable procedure from our business

[redacted] made her reservation for our hotel through [redacted] As is customary within the industry, we attempted to collect one night’s room and tax charge once inside the no cancellation time (hours prior to arrival)The credit card used to book the room declined for the charges and resulted in the reservation turning to a non-guaranteed status and ultimately cancelled at 8pm on day of arrivalAs is customary within the industry, notification of this status change was sent to Ms [redacted] via [redacted] Upon her arrival at 8:30pm, there was a bit of a delay as we did make an exception (in the spirit of hospitality) and re-instated the reservationMs [redacted] was checked into a King non-smoking room (as per the reservation requests) on the 2nd floor at 8:37pmMs [redacted] requested to be placed on an upper floor and was told the only rooms available at that time would consist of a smoking room with bedsMs [redacted] requested that option and was given keys to a smoking, queen bedded room at 8:40pmThe reservation was made for nights and Ms [redacted] stayed for nights The complaint is very difficult to read at times but from what I can gather, the following are her complaints: **Worried they couldn’t find my reservation – explained above **Requested a higher floor and ended up in a double bedded room – explained above **Upset that the Housekeeper left a note explaining that she did not make the beds due to the amount of personal belongings left on the beds – if brought to our attention we would have happily explained the policy and made the beds for her **Overall unsatisfactory due to safety, food, had no view from the room – In addition to our own traditional hour Security, [redacted] Ministries also placed police officers at every hotel during their conferenceNo safety concerns were brought to the attention of our security guards nor to the police officers posted here throughout the duration of the conference We have no restaurants in the hotel (explicitly listed on [redacted] ), rooms with a premium view are considered an upgrade and, if available, come at a higher price point**Taxi service unsatisfactory (smelled bad and overcharged) – I cannot speak to this as it has nothing to do with my hotel**Made to sign a form stating that I would pay $if room is smoked in and I don’t smoke – this is our industry standard registration card **I was charged for services and added fees – the entire bill consisted of nights hotel fee (explicitly listed on [redacted] ) and nights room and tax chargesNo additional charges have been levied at any time There were no complaints/concerns brought forth by Ms [redacted] through the course of her stay, to include nothing brought forth during the checkout process

Complaint: [redacted] I am rejecting this response because:My wife and I have bank statements as well that back up our storyThe fact that the business ignores anything else that is involved in this situation outside of money is appallingThey also don't record their phone calls which allows their representatives to say whatever they want and do whatever it takes to make the sale Sincerely, [redacted]

To: Dispute Resolution Department Re: ID [redacted] Customer: [redacted] Our Front Desk manager had a conversation with the guest and explained that the charges are valid based on the evidence collected and according to our processes as indicated in the Registration card signed by the guest, related to damages and smoking in non-smoking roomsWe do our best to accommodate and understand our guests and remain flexible when we need to be but we also need to be the keepers of our property when we need to beThank you [redacted] | Executive Admin Assistant to [redacted] ***, VP/General Manager Lumiere Casino & Hotels

The customer contacted us directly with the complaintUpon looking into the matter, we feel the claim is without meritAll actions done by our property are fully in accordance with the contract terms agreed to by the customerWe are happy to provide supporting documentation both to the
complainant and the Revdex.com to show good faith and commercially reasonable procedure from our business

Initial Business Response /* (1000, 10, 2015/06/22) */
This consumer was refunded the full amount the morning of the 20th

See attached

To Whom it May Concern: *** *** originally booked her room with us through ***, all charges for her reservations were paid at the time of booking through ***(She actually made two separate reservations through ***, one for the first & second night and then another for
just the third nightWhich is the reason there were two separate authorizations placed on her credit card)We do require guests to present a credit card at check in which we run authorization on, which places a hold on a certain dollar amount to ensure that the card is valid and to cover any incidentalsSince Ms***’s reservations were actually paid for by her through ***, we never charged anything to her credit card, just ran the authorizationWhen Ms*** checked out the authorization was releasedHoteLumiere never actually ran a charge through on Ms***’s credit cardWe do not believe there is anything owed to Ms*** at this timeThank you

To Whom it May Concern, We have spoken to Ms*** and resolved her issues to her satisfactionPlease see the email thread below, she has accepted our offer Thank you, *** ***

Complaint: ***
I am rejecting this response because: Eric Harris nor the Lumiere hotel accepted responsibility. What *** *** did do was put the blame on the Saint Louis Police Department and that's every unacceptableMy 49th birthday plans was spoiled!!!
Sincerely,
*** ***

We received another letter from you regarding this complaint (ID *** *** ***) We have apologized profusely to *** *** and immediately have refunded all of charges that she incurred during her stay after speaking with her on 11/10/The complaint that she has is that the police were called and chose to detain/arrest some of the party causing the problem and not the othersWe literally have no control over the SLMPDHer follow up states that *** *** did not accept responsibility but put the blame on the SLMPD, it is our position that by our apologies to her and refunding all charges to *** *** we were absolutely taking responsibility for the unpleasant experience she hadHad we not offered an apology or given her a refund then I could understand her feeling this way, however there is nothing else we can do to resolve this matter more than we have already done Please let me know if there is anything else that you should need from us

We are happy to honor her upgrade provided we have the availability. Everybody that books directly with us receive an email with the option to request and upgrade or and early arrival/Late depart or an amenity in the room (all at an extra cost over what they pay for Room+tax). [redacted]...

received an email notification offering the “opportunity” to upgrade to one of our Superior/Director Suites for an extra amount (in this case $81p/night + taxes). We receive notification of all the request for upgrades and have the capability to accept or deny any and all request we receive. In the case of [redacted]. Her request to upgrade to a Director Suite was declined because at the time of the request we did not have a Director Suite available for 2 nights. [redacted] book with us a Deluxe room/suite with 2 Queen beds (our standard rooms) which she got. The upgrade was an option that we offer our guest under the understanding that we can accept or deny the request based on availability.

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]

RE: Complaint ID #[redacted]  [redacted] M. [redacted]   To Whom it May Concern:   We have updated our system to stop all mail from going to the customer’s address:     I  have changed [redacted]’s mail code to “N” for No Mail.  However, he is currently (and it looks...

like never) received any mail from us.  I also looked up [redacted].  He is receiving email offers from us, but since he has stated that he wants no correspondence with us, as well, I also made him a No Mail and removed his email address.   It may take a few more weeks for mail actually stop (if in fact there is any) as we are always a few weeks out in our mail process.   Thanks,   [redacted] Database Marketing Specialist Lumière Place Casino & Hotels A Tropicana Entertainment Property [redacted] o. [redacted]@lumiereplace.com|http://www.lumiereplace.com/   Thank you!   [redacted]

Complaint: [redacted]
I am rejecting this response because:My wife and I have bank statements as well that back up our story. The fact that the business ignores anything else that is involved in this situation outside of money is appalling. They also don't record their phone calls which allows their representatives to say whatever they want and do whatever it takes to make the sale.
Sincerely,
[redacted]

I actually spoke with the business about 2 days after the complaint was filed.  At that time, they apologized and offered to have [redacted] fully refund my purchase which was the stay at their hotel.  I rejected their response since they had just notified Revdex.com on 8/14 of their response to the complaint.  However, Revdex.com was not told in their response that they had spoken with me 2 weeks ago.  So, I have been waiting for my refund for more than 2 weeks.  I will give the company until 8/25 to have my refund.  If I have not received it, I will notify Revdex.com of the company not honoring their response to my complaint.

To Whom it May Concern:   [redacted], our director of Hotel Operations spoke to [redacted] on 11/10/17. [redacted] was refunded the full amount of her stay on 11/10/17 and received a personal apology from [redacted] for her unpleasant experience. While she still seemed unsatisfied, she...

was unable to express what else we could to remedy the situation.   [redacted]