Mohegan Sun

Dear [redacted],
The image provided was sent separately
 
First off, let me apologize for taking so long to respond to your complaint.  I was first made aware of this through the Revdex.com from a letter I received earlier this month, which was the third notice to us but the...

first letter.  I typically work with the Revdex.com via email, but I received none of the emails they sent regarding your complaint and only found out via the letter this month.  So again, I am so sorry it took me this long to respond.
 
I did some research into the email that was sent to you on 11/20/14 and was provided with the following:  (please scroll down to see the rest of my message below this screen shot)
 
I know that in your complaint you state that your offer included some nights that were complimentary, but this is what we have as being sent out on November 20, 2014.  I am hoping that you still have the email that you were sent and can forward it to me at[redacted] .  I am sorry for any confusion and will be happy to help you reach an agreeable solution if you are still interested in booking a room at Mohegan Sun.  Please respond at your convenience.  Thank you.
 
 
 
[redacted]
Vice President/General CounselMohegan Sun Legal Department

We would like to offer [redacted] a complimentary dinner at [redacted] for up to $200 and we sincerely apologize for the issues experienced during their visit on 8/3/15.  Please provide them with my email address ([redacted]) and phone number (###-###-####) and I will be happy...

to make a reservation if they find this acceptable.  Thank you. Kim D[redacted]

Complaint: [redacted]
I am rejecting this response because: There records were wrong when after the first time I...

contacted them, the second time I contacted them and third time I contacted them. I kept copious notes at the time of each conversation. My initial complaint shows such attention to detail that I could not have known if not for my multiple conversations with their organization. Their poor note keeping should not be the reason why I am being punished. I will contact my credit card company and contest this charge if not resolved through Revdex.com arbitration.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Mohegan Sun is lying and attempting to cover over what REALLY happened in this situation. I was not nasty with the staff, did not curse or anything else after I was "unbelievably insulted" by management at the hotel for leaving earlier than expected on a comped room. The hotel  manager immedIately told me, that I will not be welcomed back at the hotel for checking out. Is that the correct procedure if guests decide to leave early? Then, I got manhandled ( management told 4 security guards to walk me up to my suite while I was checking out) as if I robbed Mohegan, was card counting, yelling or causing a scene, or grabbed chips, etc. which never happened.
Mohegan is nothing more than a Fraud!!  And, I will blog, write reviews, and tell everyone (far and wide) about my horrible, unfriendly, and rude experience. Mohegan is not dealing with the truth that they have poor customer service and "a poor management team with a so-what attitude when customers are unhappy and mistreated" after patrons spend hundreds or thousands of their hard earned money in their establishment. The real issue is management do not know how to deal with conflict resolution! The CEO need to start cleaning house! It's no big secret ....that people are getting fed up with Mohegan poor customer service and price gagging on suites.... surrounding holidays, entertainment and other events. Anyone can read the Mohegan Sun reviews. 
This is one of the many reasons why Mohegan is losing business everyday to [redacted]...... (10 mins down the street) and individuals, such as myself whom are looking forward to the "new luxury [redacted] 800 million dollar Resort casino" that will have lots of slots and table games that will be available on the border in [redacted] and open in 2017. Just one year away. I would suggest patrons go elsewhere ......where they will be appreciated. 
It's okay that Mohegan don't show loyalty to their patrons, as surely these patrons will not show any loyalty to them in 2017. Seriously? Mohegan management ears are closed. I hear what Mohegan sun own employees say about their management team. Surely, if they cannot make their own employees happy, I do not expect them to keep patrons happy with an uncaring, rude, and unprofessional management team. They do not live up to patrons expectations! I am happy to go elsewhere! 
Sincerely,
[redacted]

I have spoken with four Mohegan Sun employees, all of whom interacted with Ms. [redacted] on the night she writes about in her complaint (11/7/15) as well as a similar interaction with Ms. [redacted] on the night of 10/26/15.  On both occasions, Ms. [redacted] was verbally abusive to our employees...

(including a front desk agent, security officer, front desk supervisor and hotel manager), swearing at them and calling one such agent a "stupid [redacted]" and "[redacted] liar" in front of not only other employees but other guests as well.  There are several documented incidents such as the two above with Ms. [redacted] over the past couple of years and while it was allowed to continue for quite some time because we like to provide great service to our customers, this bad behavior and poor treatment of our employees will no longer be tolerated.  Ms. [redacted] has had many conversations with our management about her behavior but it has continued despite promises that it would not.If anyone is owed an apology, it is the employees that Ms. [redacted] has berated, sworn at and harassed, not Ms. [redacted].  We are sorry to lose her as a customer and wish her the best in her future endeavors.

We would like to offer [redacted] complimentary room night at Mohegan Sun to make up for his poor experience trying to reserve a room at an advertised rate.  I left a voice mail for [redacted] the week of March 13th and followed up with an email to [redacted] today (3/28) asking him to reach out to...

me for assistance with reserving the complimentary room night if acceptable.

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]

From: [redacted] [mailto:[redacted]] Sent: Thursday, December 04, 2014 11:31 AM To: [redacted] Subject: Revdex.com complain resolution [redacted]   Good Morning,   I wanted to let you know that this claim was resolved the way I was hoping for. You can...

cancel and close out this complaint.  Please confirm receipt of this email. Thank you.   Regards, [redacted]

My business team has recently reached out to Ms. [redacted] to let her know that we have fixed the problem with her loyalty and removed the  negative point balance.  We sincerely apologize for any inconvenience and invite Ms. [redacted] to email me with any other issues.

Dear Ms. [redacted],I have reviewed your complaint and the attachment you sent over and you are absolutely right about the banner and I agree that it is misleading.  I have taken steps to correct this as soon as possible so that the offer is clear.  I also would like to apologize on behalf of...

my company for the manner in which you were treated when you called to bring this matter to our attention and I have also taken steps to ensure that this does not happen again and that our representatives will be better able to service our guests in the future in a more accommodating way, as this is the culture of our company and we want to make sure we provide excellent guest service to each and every customer.We would like to match your deposit, as advertised, or if you would prefer we can reimburse you $10 and you can still utilize the deposit you have already submitted.  Please let me know your preference.  I recently left you a voice mail message on the phone number provided in your complaint and ask that you call me directly at ###-###-#### or email at [redacted] and we can work out the specifics of the reimbursement or matching the deposit.  Lastly, thank you for pointing out the misleading nature of the wording in our advertisement, this will be corrected as soon as possible.  Have a great weekend and I will look forward to hearing from you.Sincerely,Kim D[redacted]

Our team reached out to the customer and offered him the additional two cigar brands.  We apologize that two of the cigar vendors ran out of cigars.

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]

I understand that the patron spoke with Mohegan Sun's Guest Service Manager, [redacted], the week of May 8th and came to a mutually agreeable resolution.

Revdex.com:
A representative reached out to me and offered me a complimentary stay for one night at the casino. I feel this was more then fair and was only looking for the advertises price to be approved. This offer came without any strings attached. Thank you so much Mohegan Sun for valuing me as a customer. 
Sincerely,
[redacted]

Review: The days of making everyone feel welcome at the casino is gone! The management team at Mohegan Sun are insensitive to their patrons needs. Is the casino only happy when they are making money?

With the amount of money I spend on their property, they don't seem to care if all your cash is gone or you spend your life savings. They do anything to get you in the doors ( using drinks, pretty women, and smart marketing skills with free gifts) yet as soon as your money runs dry they kick you out.

This is what happened to me after I voiced my frustration with Mohegan Sun ( unbelievable) price gagging on their hotel room fees when headliners perform in their concert at the arena. I came to see the [redacted] ( with [redacted], etc. ) and they got mad with me when I decided to check out of my room ( staying one night, not the two ) to avoid paying the addition $100 incident charge with cash. I wanted to pay with my husbands credit card instead, but they said I couldn't.

So upon checking out, ( the second night) and me informing the hotel management please give me 20 minutes to pack my bags to leave, the hotel supervisor on staff got nasty with me because I did not want to give the last $100 dollars to them and insisted that 5 Mohegan Sun security officers follow me up to my room-telling me I will not be allowed to come back to the hotel - as if I just robbed Mohegan, grabbed chips, did damage to a room, or was card counting. The whole experience was unbelievable! Especially, being an Ascend Card holder, which means I shell out over $16 thousand to Mohegan sun within a (6) six month period to maintain my high status. The way the hotel management acted showed me and my guests, that they are arrogant, insensitive, and surely do not value their customers and will do whatever it takes to make a buck, while padding their pockets with your money. Why should any patron get treated this way just because their money fell short and they decide to check out? It could have been an easy transmission. The 5 security guards was totally uncalled for and the hotel management supervisor attitude, and actions of rolling her eyes telling me to hurry up, ( when I was taking less than 15 mins) was horrible and unnecessary. I was not getting loud or acting up.Desired Settlement: I desire an apology from the hotel management, restore my status, and to get my card restored. I was told I would not be allowed back at the hotel and my card locked. How could mohegan's customer service act like this after a long term customer runs out of money?

Business

Response:

I have spoken with four Mohegan Sun employees, all of whom interacted with Ms. [redacted] on the night she writes about in her complaint (11/7/15) as well as a similar interaction with Ms. [redacted] on the night of 10/26/15. On both occasions, Ms. [redacted] was verbally abusive to our employees (including a front desk agent, security officer, front desk supervisor and hotel manager), swearing at them and calling one such agent a "stupid [redacted]" and "[redacted] liar" in front of not only other employees but other guests as well. There are several documented incidents such as the two above with Ms. [redacted] over the past couple of years and while it was allowed to continue for quite some time because we like to provide great service to our customers, this bad behavior and poor treatment of our employees will no longer be tolerated. Ms. [redacted] has had many conversations with our management about her behavior but it has continued despite promises that it would not.If anyone is owed an apology, it is the employees that Ms. [redacted] has berated, sworn at and harassed, not Ms. [redacted]. We are sorry to lose her as a customer and wish her the best in her future endeavors.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Mohegan Sun is lying and attempting to cover over what REALLY happened in this situation. I was not nasty with the staff, did not curse or anything else after I was "unbelievably insulted" by management at the hotel for leaving earlier than expected on a comped room. The hotel manager immedIately told me, that I will not be welcomed back at the hotel for checking out. Is that the correct procedure if guests decide to leave early? Then, I got manhandled ( management told 4 security guards to walk me up to my suite while I was checking out) as if I robbed Mohegan, was card counting, yelling or causing a scene, or grabbed chips, etc. which never happened.

Mohegan is nothing more than a Fraud!! And, I will blog, write reviews, and tell everyone (far and wide) about my horrible, unfriendly, and rude experience. Mohegan is not dealing with the truth that they have poor customer service and "a poor management team with a so-what attitude when customers are unhappy and mistreated" after patrons spend hundreds or thousands of their hard earned money in their establishment. The real issue is management do not know how to deal with conflict resolution! The CEO need to start cleaning house! It's no big secret ....that people are getting fed up with Mohegan poor customer service and price gagging on suites.... surrounding holidays, entertainment and other events. Anyone can read the Mohegan Sun reviews.

This is one of the many reasons why Mohegan is losing business everyday to [redacted]...... (10 mins down the street) and individuals, such as myself whom are looking forward to the "new luxury [redacted] 800 million dollar Resort casino" that will have lots of slots and table games that will be available on the border in [redacted] and open in 2017. Just one year away. I would suggest patrons go elsewhere ......where they will be appreciated.

It's okay that Mohegan don't show loyalty to their patrons, as surely these patrons will not show any loyalty to them in 2017. Seriously? Mohegan management ears are closed. I hear what Mohegan sun own employees say about their management team. Surely, if they cannot make their own employees happy, I do not expect them to keep patrons happy with an uncaring, rude, and unprofessional management team. They do not live up to patrons expectations! I am happy to go elsewhere!

Sincerely,

Review: On 8/28/15 the father of [redacted] made a confirmed guaranteed [redacted] by credit card through [redacted].com for his son for the night of 11/14/15 to stay at Mohegan Sun Hotel for the rate of $438.27 which was all inclusive for a deluxe king room. On 11/14/15 [redacted] arrived at Mohegan Sun at about 4 PM and tried to check into the hotel. Mohegan Sun turned him away and would not allow him to check in by telling him he had no reservation. [redacted] called his mother and advised her what was happening and she called Mohegan Sun and spoke to Sandy at the front desk. Sandy checked the records and advised she could not understand why [redacted] was not allowed to check in since he definitely had a reservation and Mohegan Sun had the credit card information of his father. Sandy advised that [redacted] should again try to check in and there would be no problem. [redacted] tried to check in for a second time and for a second time Mohegan Sun turned him away saying he had no reservation. [redacted] again called Sandy at Mohegan Sun and told her that she had just spoke with her 5 minutes ago and she confirmed that Mohegan Sun had a reservation with credit card info so why was [redacted] not being allowed to check in and go to his room. This time Sandy was evasive and said that Mohegan Sun needed to check whether there was a actual reservation. [redacted] asked what was being done about checking her son into his room and she said the hotel would not check him into the room and he had to wait in the lobby until the hotel looked into this matter. [redacted] was very concerned that her son was not being allowed to check in and go to his room when he definitely had a confirmed guaranteed reservation through [redacted].com. About 15 minutes later [redacted] received a call from Cherisse S[redacted] advising that in order to check her son into the hotel his father would have to fill out a form with his credit card info and a copy of his driver's license and credit card or else Mohegan Sun would not check my son in and allow him to go to his room. I advised Cherisse that my husband was not home and would not be home for several hours since he was visiting his very ill mother and he had his credit card and driver's license with him. I advised Cherisse Mohegan Sun had my husband's credit card number through [redacted].com and I had the credit card number and could give it to her again. She refused saying my husband needed to fill out the form and e-mail it back to her. I asked to speak to a supervisor at Mohegan Sun and the supervisor Mary R** was very rude and told me that even though Mohegan Sun was able to confirm the reservation through [redacted].com the room was not paid for and my son would just have to wait in the lobby for hours until his father could fill out the form and e-mail it back. I told her that [redacted].com had guaranteed this [redacted] and had already taken my husband's credit card info and I could give it to her again. She refused to let my son into his room and he had to wait 2 hours in the lobby until my husband could race home from his ill mother in order to fill out the form that Mohegan Sun had e-mailed and send a copy of his credit card and driver's license to Mohegan Sun. To add insult to injury when Mohegan Sun finally gave my son his room they did not give him a deluxe king room as guaranteed but only a standard room and charged him $523.32 instead of $438.27. I had to get on the phone with [redacted].com to have them call Mohegan Sun to change the rate to the guaranteed rate. I complained to [redacted].com that Mohegan Sun had refused to honor a confirmed guaranteed reservation and [redacted].com advised that under the agreement that it has with Mohegan Sun that Mohegan Sun should have charged the credit card prior to the time of check-in. Mohegan Sun responded to the complaint by claiming that the credit card was declined. [redacted].com advised that if this really was the case then Mohegan Sun should have notified [redacted].com and any credit card authorization could have taken place at the time of the [redacted] which was approximately 2 and one half months before the check-in. We checked the credit card given and can find no indication that the credit card was declined in response to a charge by Mohegan Sun. General counsel of Mohegan Sun was very evasive about the credit card and admitted the card was not actually declined but somehow did not go through and she did not know why. [redacted].com advised that this was probably an over[redacted] by Mohegan Sun since the night of the [redacted] was a concert and Mohegan Sun probably could get a higher price for the room and did not want to honor the cheaper [redacted] through [redacted].com. Mohegan Sun and its employees have acted very deceptively regarding this matter and refuse to take any responsibility for their actions and poor customer service.Desired Settlement: Full refund and apology by Mohegan Sun for its poor customer service.

Business

Response:

I have been in both phone and email discussion with Ms. [redacted], who has stated that she is an attorney representing both her son and husband in this matter. There has not been much luck resolving the issue and Ms. [redacted] stated that she is going to sue both the casino and its top executives as well as file an insurance claim against us. As the son - the actual patron utilizing the hotel room - had no issue or complaint related to his visit at Mohegan Sun, we do not feel that a refund is warranted. I apologized to Ms. [redacted] for the confusion and short delay caused by our requirement for a credit card payment authorization due to the son not having a credit card and using his father's card as payment and wish to again reiterate my sincere apology.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: General Counsel knows full well that the patron of the hotel [redacted] has a complaint against Mohegan Sun for refusing to honor his [redacted] when he arrived at the hotel, for not processing the credit card that was provided at the time of the [redacted] in August of 2015 and then fabricating a story only after the complaint was made against Mohegan Sun that the Credit card was declined which there is no evidence that it ever was. [redacted] also made clear his complaints against Mohegan Sun for not following the proper policies and procedures of [redacted].com in notifying both [redacted].com and him that supposedly there was a problem with the credit card which appears to be a total fabrication. [redacted] also has a complaint against Mohegan Sun for making him wait several hours in the lobby when he had a confirmed guaranteed [redacted] and not allowing him to go to his room. [redacted] also made clear to Mohegan Sun that he has a complaint against Mohegan Sun for its poor customer service. From reviewing other complaints about Mohegan Sun it is evident that Mohegan Sun has a pattern and practice of making [redacted] through travel sites on the internet and then not honoring those [redacted]. Mohegan Sun is delusional that its patron [redacted] does not have a complaint about Mohegan Sun for its outrageous actions.

Sincerely,

Business

Response:

I'm sorry we could not find a mutually agreeable solution.

Review: Date: August 4, 2015

To: Customer Service

From: [redacted]

Re: Casino Stay August 3,2015-August 4, 2015

I first want to stay we got excellent customer service from L’Deniece Front Desk Agent at both Check In and Check Out. We also got great customer service from [redacted] Bartender Jennifer.

Unfortunately we had terrible service at [redacted]’s [redacted] where I actually got ill at the meal because it was ill prepared.

After having a great evening playing slots we returned to our room about 1:30 am and when I went to turn down the covers there was blood on the bed. We immediately called down and they sent someone to change the seats. I worked for a [redacted] at The Front Desk and if something like that occurred it was mandatory to get the guest upgraded and into an upgraded grade for such an inconvenience. This never happened or was never offered. This definitely put a damper on our mood.

The next morning we checked out and returned once again to the casino. When we went to the bell desk for our bags they acted as if we were bothering them. They were definitely more concerned about incoming guests than us. They left us at the curb waiting on our car. Than our car just over a few weeks old comes flying around the bend. I said to the valet you do realize that you are driving a new car he just shrugged barely helped my husband and took off.

Just so you realize I am ** and this was my very first time at a casino. My husband has been gambling before. We were told told that Mohegan Sun is much better than [redacted]. Unfortunately because of my experience I am not sure if I would ever recommend Mohegan Sun or come back.

Sincerely,

[redacted]Desired Settlement: A complete refund/or a compensated stay to make a better impression

Business

Response:

We would like to offer [redacted] a complimentary dinner at [redacted] for up to $200 and we sincerely apologize for the issues experienced during their visit on 8/3/15. Please provide them with my email address ([redacted]) and phone number (###-###-####) and I will be happy to make a reservation if they find this acceptable. Thank you. Kim D[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The cost of our total stay was $333.00 in which we had blood on our bedding and I got immediately sick at [redacted]s Restaurant [redacted]. In order to go to the restaurant we would have to pay for a babysitter, a room in order to eat at [redacted] since we live in [redacted]. At this point we would like our bill of $333.00 credited back to us. If they would like to make amends for their customer service and would like us to come back they can comp us a room for a night and dinner at [redacted]....leaving us to pay for a sitter.

Sincerely,

Review: When entering the site an advertisement comes up that states match bonus up to $1000 on your first deposit today. When you click on the advertisement it takes you right to the deposit screen. When a deposit was made they did not match it stating that its for new members, which the advertisement did not say. Then after discussing this issue with a rep he just kept referring me to the rules. I explained that the banner should take you to the rules if it was going to be that misleading instead of taking you right to the deposit screen. I also pointed out the banner at the top of the screen that basically states the same thing about making a deposit "today". Now I can't even withdraw my money because I don't have enough in my account which is the exact same amount I deposited to get the match bonus they didn't give me. So I do not want to spend my money at their site and now I have no choice but to spend it because they won't let me withdraw it.Desired Settlement: They need to match my deposit since their advertisements and banners are misleading.

Business

Response:

Dear Ms. [redacted],I have reviewed your complaint and the attachment you sent over and you are absolutely right about the banner and I agree that it is misleading. I have taken steps to correct this as soon as possible so that the offer is clear. I also would like to apologize on behalf of my company for the manner in which you were treated when you called to bring this matter to our attention and I have also taken steps to ensure that this does not happen again and that our representatives will be better able to service our guests in the future in a more accommodating way, as this is the culture of our company and we want to make sure we provide excellent guest service to each and every customer.We would like to match your deposit, as advertised, or if you would prefer we can reimburse you $10 and you can still utilize the deposit you have already submitted. Please let me know your preference. I recently left you a voice mail message on the phone number provided in your complaint and ask that you call me directly at ###-###-#### or email at [redacted] and we can work out the specifics of the reimbursement or matching the deposit. Lastly, thank you for pointing out the misleading nature of the wording in our advertisement, this will be corrected as soon as possible. Have a great weekend and I will look forward to hearing from you.Sincerely,Kim D[redacted]

Review: I have been having major problems with my players card. The business got me in the negative based on a computer error on their part. Plus, my players card stolen and they are trying to hold me accountable for purchases that I did not do, and meanwhile I am spending so much money and not being RATED correctly.Desired Settlement: I need my account not to be in the negative, and give me back my points, and players perks. They have not tried to work with their customers

Business

Response:

My business team has recently reached out to Ms. [redacted] to let her know that we have fixed the problem with her loyalty and removed the negative point balance. We sincerely apologize for any inconvenience and invite Ms. [redacted] to email me with any other issues.

Consumer

Response:

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,

Review: [redacted] casino block my player's club points where I can use those points to redeem for either money or products in the casino which I earn through game play. They ban me for something that I dissagree with over a couple years ago. that's the reason why they block my player's club points which I think it's very rightful for.Desired Settlement: to be able to go to casino and redeem what I think the casino owe's me in player's club points lawfully under law...

Business

Response:

Mr. ** was permanently ejected from [redacted] on the night of June 11, 2012 for being verbally abusive to both [redacted]'s patrons and staff. Security personnel explained this to Mr. ** at that time and escorted him off the premises. It is a policy of [redacted] that when a patron is permanently ejected, their accounts are frozen and because points may only be used on the [redacted] property, Mr. ** cannot use his points. Mr. [redacted] point balance, at the time of his ejection, was 64.46.

If he wishes to appeal his ejection, he may send a written notice to the attention of the Ejection Committee at the address below.

Attn: Ejection Committee

Consumer

Response:

Review: 10069552

I am rejecting this response because:

I do want to file a appeal, maybe I should find myself a lawyer with this case, I was wondering if you can provide me any information on where I can find me a honest free lawyer that can stand up for minority like me...thank you! I do love to sue the casino over this matter... and also I do like to file an appeal on my points even if it's only 60 something points ... even if it's 1 dollar...LOL!

On , [redacted] wrote:

Hi, I dissagree with what Mohegan staff said about me that I verbally abusive. Simply because they ban me from the casino doesn't mean they are right.. I think I had been the one that's not only verbablly abuse by the casino but the Casino are discriminating against me by favoring that started all this with me in the first...

Sincerely,