Rainbow Casino

Dear : [redacted] and [redacted] I am writing this letter to share a recent experience that I had with your company, specifically at the [redacted] Which really is a disappointment to us as in all our years visiting your casinos we have always enjoyed our stay at the [redacted] Sometime at the end of February beginning of March, I decided to reserve adjoining rooms for my wife and her best friend of 30 years, as they were celebrating their 41st Birthday together. See this was a special year, as they have not celebrated the last 5 years together, as we have lived in [redacted] and they lived in [redacted]. Now moving to [redacted], this was a very special year for our wives. As always I called the [redacted] as this was my wife?s favorite Hotel, she always respected the service she received. Until this year. This year, we did arrive early, as we wanted to enjoy as much of the weekend possible. Upon our arrival my wife entered the hotel where she spoke to a very nice gentleman name [redacted]. She requested if there was any way we could do an early check in and was aware there could be a fee. [redacted] so kindly informed us that unfortunately the maids were out until 1pm, but that he would put us first on the list since they were adjoin rooms we could do one first put our items in there and when they were done we could check in the 2nd room. He informed us they were on the 7th floor and to check back in at around 2pm. We were very thankful as no fee was mentioned and thank [redacted]. As we walked away my wife even turned around and teased, ?you will still be working at 2-3pm right:? [redacted] laughed and said yes ma`am I will be here till 6pm you may come see me. My wife thanked him and we left extremely happy. We continued to tour the casino, spent quite of bit of money in gambling, and decided to go back and check in at 3pm. At upon our arrival to the front desk we were greeted by [redacted]. We explaDate: March 14, 2016[redacted] & [redacted]OwnersResorts at WendoverPO Box 2000Wendover NV89883Dear : [redacted] and [redacted] I am writing this letter to share a recent experience that I had with your company, specifically at the [redacted] Which really is a disappointment to us as in all our years visiting your casinos we have always enjoyed our stay at the [redacted] Sometime at the end of February beginning of March, I decided to reserve adjoining rooms for my wife and her best friend of 30 years, as they were celebrating their 41st Birthday together. See this was a special year, as they have not celebrated the last 5 years together, as we have lived in [redacted] and they lived in [redacted]. Now moving to [redacted], this was a very special year for our wives. As always I called the [redacted] as this was my wife?s favorite Hotel, she always respected the service she received. Until this year. This year, we did arrive early, as we wanted to enjoy as much of the weekend possible. Upon our arrival my wife entered the hotel where she spoke to a very nice gentleman name [redacted]. She requested if there was any way we could do an early check in and was aware there could be a fee. [redacted] so kindly informed us that unfortunately the maids were out until 1pm, but that he would put us first on the list since they were adjoin rooms we could do one first put our items in there and when they were done we could check in the 2nd room. He informed us they were on the 7th floor and to check back in at around 2pm. We were very thankful as no fee was mentioned and thank [redacted]. As we walked away my wife even turned around and teased, ?you will still be working at 2-3pm right:? [redacted] laughed and said yes ma`am I will be here till 6pm you may come see me. My wife thanked him and we left extremely happy. We continued to tour the casino, spent quite of bit of money in gambling, and decided to go back and check in at 3pm. At upon our arrival to the front desk we were greeted by [redacted]. We explained the situation and [redacted], where she stated, I?m sorry that?s is just not possible as your rooms are on different floors; this is when things went really bad. My wife then requested to speak with [redacted] and she said, ?oh he is new, he must have made a mistake.? We requested [redacted] and were denied to see him so at that time we requested a manager. Within five minutes or so a woman named [redacted], who was not very pleasant, approached us. From the moment she walked up she was very rude and irritated, which was surprising to us as we hadn?t even explained the story. In trying to explain the situation, she turned to my wife and said do not yell at me. After the 3rd time of her saying this as my wife was surprising calm, she did raise her voice and say, ma`am this would be raising my voice, I am not in any way, shape or form ?yelling? as you call it. I am irritated with the situation. And I would like an explanation why I called in advance requested adjoin rooms and now I?m being told I?m on separate floors. At this time Susan spoke to my wife so rudely that my wife had to excuse herself from the situation before she did lose her temper. As the rest of our party sat an spoke with your attendants, they put is rooms next to each other in a smoking area which we said we could not do as my wife is deathly allergic. We were told this was the best they would do for us and that was that. Unfortunately I had to go back to my wife and explain the situation, if you are married I?m sure you can understand my pain. We tried staying away from the rooms as much as possible because the smell was terrible. I must say you do a great job in the casino with some neat air gadgets we saw all over to cleanse the air. But the rooms were horrible. Throughout the night both rooms had issues with the toilets that the water was running all night long, and in our room we had to call maintenance after dealing with two hours of an annoying noise coming from the smoke detector. My wife works in Marketing for a large corProduct_Or_Service: Hotel RoomDesired SettlementI would like a call with an apology and I would like our rooms comped. Business Response According to our records this party did arrive early and were put on the waiting list to check in as soon as the rooms were ready as they had requested. Unfortunately the rooms were on different floors. This infuriated the guest as she was told she would have adjoining rooms. When we pulled the recorded call of the room reservation the request was for rooms next to each other or across from each other, not adjoining. It is never promised only requested for special requests. This reservation was for two standard rooms and the majority of our adjoining rooms join a standard with a suite or a standard with a handicap.According to our surveillance video Evelyn did try to make the guests happy and to understand the dilemma but they were not satisfied. At that time the supervisor, overheard the commotion and tried to assist. Moments later the manager, [redacted] came to try to resolve the problem. She was able to get them on the same floor and next to each other. Later, when one of the gentlemen tried to get a key to the room, he was denied as his name was not on the portfolio and we do not allow anyone a room key that isn't registered. We feel this is for the safety of both our guests and our company. He and his wife both were extremely upset about this policy.Regarding the maintenance issues; a call went in to our central services for the smoke alarm noise at 4:58PM and was deemed complete at 5:45PM. Apparently the battery in the smoke alarm was going out and maintenance replaced it with a new battery.Regarding the charges on the credit cards, our records indicate that both cards were charged the same hotel rate for a total of $182.12. One of the cards had additional charges of buffet and gift shop however, both room charges matched.

I got a room in the [redacted] casino. I sat down on urine in the bathroom. Asked for a refund in order to find another hotel and they refused.Product_Or_Service: hotel roomDesired SettlementI want a full refund for the room I never stayed in.Business Response On behalf of [redacted], I apologize that you were upset by not receiving a refund for your room. It was noted that the room was checked in to at 3PM and was occupied until 9:10PM. Upon checking out the supervisor was never made aware of any issues with the room and did refund the deposit in full. It is not company policy to refund room fees when the room has been occupied.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The resort scammed me out of money. I recommend anyone staying in these casinos to check their room before giving them any money! Their rooms are disgusting and they have horrible customer service. Stay at an unrelated casino in order to avoid the sm.Final Business Response Once again, we stand behind our policy to not refund fees after a room was stayed in. Also during our investigation, surveillance clearly shows guest going in and out of this room during the time frame and as stated before, the issue was not mentioned to the front desk when checking out.

I had made a reservation at the Rainbow Hotel and casino as part of my stay during my military transition from Californian to Colorado. I originally booked the same day as I was unsure when my stopping point would be on my trip; as a result I was unable to cancel any reservation. Upon my arrival I was informed that the hotel was not pet friendly and I was unable to utilize the room; and I was forced to find a room at another location. I was shocked to find that not only would Rainbow Hotel not refund my government travel card but they also charge me a non-usage fee totaling $197.20.Order_Number: [redacted]Account_Number: [redacted]Desired SettlementMy request is a full refund of $197.20 to my government travel card utilized to make the reservation. Business Response According to our records, this guest was given a full refund. The banks can take up to five business days to show the refund.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I have received my request for a full refund, thank you for your assistance in this matter.

On Sunday 10/06/2013, me, my sister and my parents stopped at the Rainbow Hotel & Casino in Wendover, NV to get something to eat before continuing home to Salt Lake City, UT. We went into the Primo Restaurant. We were looking through the menu. My sister happened to have an insert in her menu that advertised Prime Rib dinner for $9.95. So, all 4 of us ordered the prime rib dinner. When we received the bill it was for $63 which is $20 more than what it should have been at $9.95 per person. We talked to the manager and he told us that the special ended on Friday and all of the inserts had been removed. How would we have known it was $9.95 if there had not been an insert in the menu. He argued with us. My sister said "So, you are calling us liars" and his curt, nasty response was "Well"....I have never EVER been treated so rudely in my life. There were other people in the restaurant that heard everything and one couple got up and left before they even ordered. We asked to speak to the general mgr. and he conveniently was not avail. The manager finally adjusted to the bill to the $9.95 per person but stated "Here, I've changed the bill ok!" My son is a wildland firefighter and he and his crews have stopped there several times and been treated the same way. Several of my friends and I were planning on going to Wendover for a weekend, but we will be going somewhere else instead. I for one, refuse to go anywhere, where we are openly and directly called liars. I have also contacted the West Wendover Chamber of Commerce and I will be contacting the General Managers of the Rainbow Hotel & Casino. This is no way for people to treat other people, especially when their economy is based on tourism.Desired SettlementI would like a formal written apology at the very least from the employees involved. Business Response Please excuse our delay in responding, our contact information was outdated. On behalf of the Rainbow Casino we would like to apologize for the incident that occurred on October 6th. Unfortunately, the prime rib offer had been removed from our menu on October 4th, 2013, and all inserts marketing the special were removed from the restaurants. We apologize if an insert was missed. We did honor the special price for this guest at the time and we are sorry for any inconvenience this situation may have caused and for the customer service she experience.

I called the Peppermill Resort in September and asked [redacted] for a price quote on a room for an upcoming event with an organization that had secured a lot of rooms under a code. I gave him the code and expressed that I could not afford to be drafted this amount today, so I needed to know how much to save and billing policy. [redacted] quoted me $99 per night. I called again 3 weeks later to reserve my room under the group rate code and I was told by [redacted] the group rate had changed to $149 per night and she also told that my card would not be billed until the date of check-in. I questioned the rate and I questioned why [redacted] did not share that information with me on my initial call. [redacted] could not account for why I had not been disclosed billing practices and offered to have her supervisor return a call to me Monday, October 6. If [redacted] had disclosed the procedures for charging my credit card in the initial call, I could have secured a room at the $99 rate. When the supervisor, [redacted], returned my call today she was rude and abrupt in stating that nothing could be done and I would be charged $149. She told me at this point all she could say was "sorry." She was rude, abrupt, and unwilling to extend any customer service to a customer that has exercised all due diligence in securing the best rate. I feel that my financial situation has been taken advantage of by this company.Product_Or_Service: hotel roomDesired SettlementI would like to be charged the rate I was quoted the first time I was called. [redacted] withheld important billing information that has ultimately cost me an additional $100, and a horrible experience with a rude supervisor. This trip is not negotiable. I have taken off work, paid for a $500 non-refundable air line ticket, and worked extra to pull this together. Business Response As part of our commitment to quality service all reservation calls are recorded and have the ability to be analyzed for Peppermill service standards. The calls between the guest and the employees have been thoroughly reviewed to by our Director of Call Center Operations.Based on the conversations of the call, the following occurred between [redacted] and our employees. The guest originally called the Peppermill Reno on September 6, 2014 at 10:34am PST. When [redacted] made her first call to the Peppermill, she was connected to [redacted]. During the conversation, [redacted] quoted [redacted] the available group rate of $99 per night plus taxes. The guest stated in the call that she was just pricing the room options on that day. She then asked for a total cost of the potential booking. At that time, [redacted] provided her with an estimated total and mentioned all the charges that would occur during the check-in process. Also, in the audio playback of the call, [redacted] advised the guest that rates and availability was subject to change. The total length of the first call was 5 minutes and 19 seconds.The guest called a second time on September 6, 2014 at 1:02pm PST and asked about the surrounding area, as well as inquired about shuttle service, how far away the Peppermill is located from the airport, and asked if the conference events were on property. At this time, [redacted] spoke with [redacted] for a total of 5 minutes and 18 seconds.On October 4 at 11:06am PST, [redacted] called a third time regarding making a reservation at the Peppermill. At this point, the original contracted room allotment for the group she was booking had sold out and the group created a new contract for more rooms at a higher rate. [redacted] mentioned she had called a month ago and received a lower quote. She also stated she talked to some guy for "an hour" regarding her last reservation. Upon reviewing the records, [redacted]'s call with her was for 5 minutes 19 seconds the follow-up call with [redacted] was also another 5 minutes 18 seconds. The third call with [redacted] lasted 6 minutes.On October 4th at 12:49 pm PST, [redacted] called to reserve her room at the rate of $149 plus tax, per night. Currently the guest has a confirmed reservation for October 24 -26, 2014 at a rate of $149 plus tax per night.