MontBleu Resort Casino & Spa

Shady billing!! Stayed for a night and received a check out bill. 1 week later, my credit card is charged for a different amount. Called to complain and was told that it is what it is.","neg-1

We are complaining about the customer service interactions with the front desk. We had to complain about our rooms smelling like marijuana. After a couple calls to the front desk we went down to talk in person about our problem. We were offered an inequivalent option compared to our current accommodation over the phone and were getting impolite responses over the phone and hoped that we could talk to the front desk in person and explain our problem, but it got even worst when we talked in person.The Manager/Supervisor,[redacted] insinuated that we were smoking marijuana within our rooms after talking with him at the front desk about the issue. He stated a few lines that made us feel unwelcome and responsible for the problem or as if we wanted to exploit the hotel. A few things that were said are: "we are the only ones with the keys to the room", "We have checked into the room for 5 hours and you are just calling about the problem now?" "Why would it smell like marijuana, no one has complained about this issue". We felt like we were criminals for reporting the issue to the front desk. Usually an issue like this does not warrant a complaint to the Revdex.com. But our interactions with the front desk, especially[redacted] made our stay in this hotel unwelcomed. This stay has been very memorable and we plan to never stay at this hotel or any of its parent hotels again. We plan to notify our friends and family about the issues we had here as well.Product_Or_Service: Hotel stay, adjoining roomsDesired SettlementI don't know what type of resolution we are asking for. We are just frustrated with the entire interaction and how the hotel front desk "dealt" with our issue. Its too late for a hotel switch and we have to deal with their patchwork solution to the issues.Business Response Contact Name and Title: [redacted]Contact Phone: 7755862017Contact Email: [redacted]Although we could not find a guest registered under the name of the complainant, we at Montbleu want to extend a sincere apology to the guest for any behavior or statements from any staff member that seemed unwelcoming or accusatory toward [redacted] We value his business and were disappointed that his stay was tarnished and not the favorable one that he should have had.Again our deepest apologies.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Still continuing conversion. was out of contact until today. Will be contacting john for resolution. The registered guest was actually my wife her info is: [redacted] itinerary [redacted]. We also had another couple with adjoining room that was involved and it was [redacted]. it was booked for the dates of Aug 22 - Aug 23.Final Consumer Response Waiting to hear back from business. Main contact has been on vacation. Awaiting confirmation of resolution.Final Business Response We have contacted the guest a resolved the issue.

I made reservations to stay at Mont Bleu on the night on 08/22/15. The reservation was for 2 people for their Deluxe Room (reservation [redacted]). I also requested online a possible upgrade which they called "stand by" and they notified me via email that upon my arrival and check in I would be informed if I got the upgrade or not. I arrived at 2 pm a the Resort with my guest and I was told I would be charged $20 for early check in. I agreed with the charge. I also requested a non-smoking area room and they accommodated that. On 08/23/15 I checked out at the reception downstairs. The clerk told me my [redacted] credit card would be charged $444.93. I agreed with that charge which corresponded to my original online reservation number [redacted]. I have an email from [redacted] showing me that charge on my credit card and it was correct. I was never informed during check in or check out that I got an upgraded room and that I would be charged extra for that.Days later I get a new charge on my credit card of $822.62 from Mont Bleu. I called them and left a voice message for [redacted]. She took days to call me back and left VM. I called her back two other times and left voice messages. She never called me back.I tried reaching out to the business via their website as well explaining in details what happened. At this point I don't believe they are willing to make this right. I am asking for a refund of $377.69 and I need Revdex.com to help me. Thank you[redacted]Product_Or_Service: One night at Mont BleuAccount_Number: Reservation [redacted].Desired SettlementAt this point I don't believe they are willing to make this right. I am asking for a refund of $377.69 and I need Revdex.com to help me. Business Response Montbleu apologizes for any confusion perceived by the guest, however the guest did first click the request to have the upgrade, then signed the registration card and initialed next to the upgrade charge. Finale she was place in a 1200 sq suite with hardwood floors, 1 & 1/2 bath, and a separate living and bedroom area. Even if the guest did not read the clearly stated registration card, we believed that once she entered the room she would have realized the room was a suite and could have informed us at that time that she now wanted a standard room. A signed registration card can be providedConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Expecting a customer to''realize'' she was in an upgraded sure is ridiculous. Your resort did not notify me I was getting an upgrade and even charged my credit card for a normal room when I checked out. I am still waiting for a refund.Final Business Response Montbleu is happy to provide the guest with the registration card with the upgrade charges clearly marked and personally identified by the guest. This documentation has been presented to the Reno branch of the Revdex.com and is not submitted with this notification so the customer personally identity remains private. Please see supporting documents online.Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Although my initials and signature are on the documented presented by the Casino I still don't recall being informed about the charge.

I've stayed at this hotel for 2 nights I've barely spent any time in the room possibly only during the night. I've only used a few things such as the bed, sink & restroom. A few days later after checking out I noticed an extra charge on my credit card for $183 from Montbleu. I contacted their billing department 5 times and they told me that a chair was damaged in the room but I only sat on the bed and never even touched any chairs nor do I remember seeing any. I told them this and they said that a manager will call me back I waited a while and no one called me I called again and they told me the same thing that the manager will call me back. It's been almost a week now and no one has called me. Seems to me that they are aware that the charge on my card is false. They might be upset that I didn't gamble much and the room was complimentary so they had to get their money somehow.Product_Or_Service: 1 complimentary room for 2 night stayAccount_Number: [redacted]Desired SettlementI want a refund of $183 back to my credit card. Final Consumer Response I received a refund from the Merchant so the issue has been resolved.

sometime mid december, I called in to make room reservation for jan 2nd and 3rd. lady from customer service gave me a $99.99 rate per night, so I said OK, please reserved me one room for 2 nights. Jan 2nd, got to hotel to check in between 3pm to 4pm. Front desk check in said I don't have reservation for Jan, but I do have in Feb. I said no, that was a mistake, I ask for Jan 2nd and 3rd. She said they are fully booked and no room to give to me. I said I leave in california I don't have a place to sleep tonight, this is your customer service mistake, you need to do something and get me a place to sleep tonight. she said the only room available is suite which is $300+ per night. I told her I cannot afford $300+ per night, she needs to find me a room and give me 499.99 per night which I was quoted in the beginning. She pass me over to the manager on the floor and on duty. He told me he knows what my issues are, and can't give me any room for $99.99 per night. He said everybody in line are paying whatever how much the rate that night. I told him whoever took my reservation made a mistake. I told him, need a place to sleep that night and he needs to do something. I told him I don't care what kind of room as long as he will give me the $99.99 rate per night, because that was I am budgeted for that trip. He said he can't do anything and if I am not willing to pay the current rate that night, he has no reason for him to talk to me and I need to step out of the line, people are waiting. that night me and my husband, went to a lot of different hotels and motels just to get a room, but all booked. can't find any room. we we're forced to stay in [redacted] and [redacted] casino, because we have no other choice, just to pass time till next morning. We were both so tired for not getting any sleep that night.Product_Or_Service: room reservationDesired SettlementI wanted them to refund the gas money, we spent going there, food that we eat and money we play and damages.Business Response It is standard practice for our guest service agent to repeat the check-in and check-out dates at the conclusion of the reservation process. We do want to apologize for any misunderstanding there was between the guest service agent and guest. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)so, just like that apologized for all damages done. I always repeat my reservations. I have made thousands of reservations my whole entire adult life much bigger hotels, I mean 5 star hotels, and never had this problem. They need to improve their customer service and I demand refunds.

My family had the most horrible experience at this establishment. I have never voiced an experience publicly before. However, this was not something to be ignored or swept under the carpet. We paid for fifty people to celebrate my son's wedding complete with ceremony, a reception over dinner downstairs, a night at their lounges, a dozen different hotel rooms for family and friends, gambling, restaurant dining and as well as other features Mont Bleu had to offer that seemed appealing. What we got in returned service was far from expected. Getting past the hotel room mix ups upon checking in, the many hours of fire-alarm drills the morning and afternoon of the wedding and poor attitude of the staff, there was something much more upsetting. The night of his wedding, my son called the front desk for some one to help unlock his room due to a bad keycard - it was sometime around four AM. Instead of the bell boy he asked for, four security guards showed up at his hotel and pulled out a room service bill. They demanded payment right then for outstanding charges because the hotel room was paid for through Expedia and they had no valid card on file. This was in front of his bride and friends; again, at four in the morning. My son told them how inappropriate their demand, attitude and furthermore timing] was and they, moments later, finally let him into his room. The following morning immediately upon check out, John J[redacted], the hotel manager in charge, left me (groom's mom) a very threatening voicemail while I was having breakfast in one of Mont Bleu's cafe's. It was an order to "come right now and pay [my] outstanding charge!!" My family had spent nearly five thousand dollars on this weekend at Mont Bleu. John J[redacted] assumed that we would skip out on a $120.00 room service bill. He was very aggressive and told us that his actions were valid because, in his past experiences, people skip out on paying their very often. I did what I was told and went straight to the front desk to take care of my business. I spoke with John J[redacted], the manager in charge, and he accepted NO responsibility and when asked why it was necessary to have 4 security guards go to my son's room, he denied knowing anything about it or the process; it was not his department. When asked why he left me a voice mail, he said it was meant for my son! When asked why he did not talk to my son when he called the front desk for an extra room key, he stated that he did not know. When I asked John J[redacted] who was above him , he named Steve D[redacted] (not working on a weekend), Ruby T[redacted] (not working on a weekend), and head of security Gary A[redacted] (not working on a weekend). Although, they felt he was competent enough to handle the hotel and customers when he cannot even explain who and what happened over a room service bill. The wedding was nice, but then we went down to the area for cake, the cake was an additional $450.00 and it was nice to look at, but no one liked it at all and it was stale and no filling and no one ate it. When a person complained later, she was told that a disgruntled employee made the cake since the actual baker did not have time and so she did not care what it turned out like on her last day of employment. The only show of apology was when the wedding assistant agreed to refund a small portion of the cake which was an attempt, however small. I would never, ever recommend doing ANY business with this company. How unfortunate it is that this will be the marriage my son and his wife will always remember. ","neg-2