Northern Quest Resort & Casino

I called today today to ask for a refund of the money you charged me for the room I booked for March 19-20, 2021 which I booked on 2/28 and then I cancelled on March 1, 2021. The lady who answered the call told me that I would not be issued my refund because I booked on March 1 which is less than 72 hours as per policy, is the allowed time frame to cancel a reservation which is not the day I made the reservation for. She stated that she was looking at the screen on her computer that said that I changed the reservation from 3/19 to 3/1 which is a lie. I cancelled it on 3/1 and DID not change it. Clearly, she did not know what she was talking about. Had we not called, they would not automatically refund the money which they should have done in the first place. Beware of this practice of Northernquest Hotel. If you are not watching your bank statement, they can just rip you off your money. Only when we talked to the the supervisor, they told us that they will process our refund.

I would like to take a moment and thank you for the response and the way you and your team went about making this right for not just myself but my wife as wellI understand life isn't a bowl of cherries and things happen and unfortunately that was not our night nor anyone else's as wellWe thank you and look forward to a better experience for sure.Sincerely [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]

Dear Mr***, Thank you for sharing your experience and allowing us the opportunity to address your concernsWhile we are pleased to have been immediately notified of the issues with your room and given the ability to quickly launch an internal investigation, its unfortunate to hear you
experienced further disappointment with additional aspects of your experience that we were unaware of previous to your departure. Our records show a reservation date of July 17, and indicate that our front office team was notified of the cleanliness issues with your room around 10pmIt looks like our team quickly moved you to another room and began communication with our housekeeping and linen services teams in order to investigate the situation furtherOn July 18, our hospitality team was looped in, as we received a comment card as well as an email expressing some frustration with your overall experienceWe are sorry that we were not able to reconnect immediately after speaking with you on Friday, July 21, though we were under the impression you had additional photos you wanted to provide As you can imagine, internal investigations that involve multiple departments do not happen overnight We appreciate you sending the photos we requested on Sunday, July It will assist us in concluding our investigation and ensuring our processes and procedures are completely effective. We would very much like the opportunity to make up for the issues you experienced with our service In the meantime, we have processed a full refund of the charges from your stay and would also like to provide you with a certificate to return as our guest for a better experienceAs a four-diamond, four-star property, we take pride in providing a top-notch experience for every guest, every time Our Kalispel Hospitality Manager will be contacting you directly with details on this return trip We hope you are willing to give us another chance to prove our commitment to superior service

Thank you for taking the time to share your experience. We regret that you do not feel we appropriately addressed your concerns during the multiple conversations we have had regarding your spa experience.  We absolutely care about the satisfaction of our guests, though we also have some...

concerns of our own regarding the lack of opportunities to resolve the issues you outlined here before your departure. We certainly appreciate the opportunity to address any guest dissatisfaction at any time, though it does make the process more difficult after the fact.  I do understand your frustration with the amounts charged to you during your stay, however, we want to clarify the transaction history and reasons for your card receiving the multiple authorizations. We do show that your group of four each booked Celebrations packages with our spa; however, as no one in your party checked-out after your services, the group’s charges defaulted back to the room associated with the group. Three of your group’s four charges were applied to your room, as the other guest in your group had her own hotel reservation, therefore her charge was booked to her room. It looks like at the time of hotel check-out we did sort the charges, in which we removed the $480 as well as the $240 amounts (total of 3 packages).  One of your guests did submit alternative payment for her package, but the $480 was reapplied, as that is the amount due for your and one of your friend’s packages. We are not seeing in any of your group’s folios or transaction history that there were ever any charges in the amount of $2,500 or anything that would flag as a concerning/unauthorized charge.  If you disagree, we would certainly like to investigate this further and encourage you to please have your friend contact us immediately. In looking back through call logs and communication history from your group, it does appear that our Spa Manager did speak with you after your departure about your concerns with the massage. We also show that we did process a refund of all gratuities for your services, as mutually agreed upon by you and our Manager. If there is further concern, we certainly would appreciate the opportunity to discuss this with you. I hope you will follow-up with us directly if there is more we can do to make up for your experience, as we truly do value the opportunity to learn from our errors and improve the experience we offer our guests.

I would like to take a moment and thank you for the response and the way you and your team went about making this right for not just myself but my wife as well. I understand life isn't a bowl of cherries and things happen and unfortunately that was not our night nor anyone else's as well. We thank you and look forward to a better experience for sure.Sincerely[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]

My last two visits have been horrible. I was panhandled before I entered the building. Then I was playing a machine about 5 feet from a security guard (who is featured on their commercial) A young man approached me trying to sell me an I phone, not once but 3 different times. The guy was obviously on drugs and the phone was obviously stolen. The security guard never saw due to him SITTING at a closed gaming table chatting to staff. I never won anything over $2.00 while I was actually betting $2.00 per spin. I also never received a bonus. I lasted 23 minutes in there on $500 because the machines are way to tight. When I went to use the restroom, a urinal was overflowing all over the floor. Also there was no beverage server in sight. This experience is and has been a trend with the casino portion of Northern Quest. It is filled with over served patrons and drug users. Security is no help as on one visit a man cashed out my sister"s ticket and took off. On another visit they lost my hotel reservation and it took an hour of arguing before they magically found a room. They tried to say they were booked. When I have addressed these issue to Quest directly NOTHING was done to resolve anything. Myself and family have decided after today's experience, combined with the previous, we will no longer visit Quest.