Reserve Casino Hotel

I am in receipt of your letter regarding a complaint from *** ***I appreciate your time regarding this situation I will start my response by informing you I dispute many of the facts *** *** misrepresents in her statement We did have a concert on 12/26/Due to a band
member missing his flight the band informed us that they could only perform one show vs the two they were contracted forThis was a very unfortunate situation, but one our business had no control over. When we learned from the band of the situation, we made several announcements overhead on our PA system and we had a manager at the door of the venue offing refunds to anyone who wanted oneWe refunded the ticket prices to four guests on the spot, which I will describe later in this response When *** *** learned that the early show was canceled she “Demanded” a refund but also wanted to attend the showShe was informed she could have one or the other. We would give her the money back or she could attend the show, but not bothWhen she said she wanted to stay and see the show, we offer her drink tickets as we did with several other guests as compensation for the delay from the original starting time to the later show time Her statement in your letter that she was told we were not giving refunds is untrueShe declined the offer of a refundAdditionally, she proved the point that we provided refunds in her own statement when she says “He admitted that several other customers were compensated for both their rooms and tickets.” That is actually a half truthI personally informed her that we offered refunds and in fact had provided refunds for four guestsWe did not refund their rooms as they did not have roomsThe reason they asked for a refund was they had baby sitter issues and could not stay for the late showHer statement is an exaggeration and untruth Following the show, *** *** did all the things she mentioned in her letter, she and her fiancé asked for a refund from two different managers, however *** *** and her fiancé stayed and watched the entire show so at that time their request for a refund was declinedAs far as a room refund, our policy is a room must be canceled by pm on the day of arrival. The room reservation was a completely different situation then the showHowever, had she asked for a room refund and a ticket refund without wanting to attend the show I am confident we would have agreed to her requestShe was adamant she wanted to see the show. I think this is bared out in the fact that she actually did attend the entire showHad she left the property and did not see the show or stay in the room we would be having a different conversation Even though she stayed and watched the entire show, in an effort to appease her, I offered her a refund on her tickets and in fact sent her a refundThe amount was $The $she did not receive is the fee that the ticket agency Brown Paper Tickets, charged. Between the time I issued a request from our finance department and the actual cutting of a check, I received another terse e-mail from *** *** (attached below) She also sent me text on my phoneIn a return text I explained the check had been cut and was in the process of going through the mailHer response was again disrespectful and difficult to acceptThe comments she made just seemed unusually elevated considering the fact she actually saw the show AND received a refund When *** *** received the refund she wrote me asking for the room refundI declinedIt was clear nothing was going to make *** *** happy In conclusion, MrMitotes was offered a refund the night of the show and declined it*** *** attended the entire showOf the nearly tickets we sold for the show only took our offer for a refundThose four did receive refunds that night on the spotAs a way of trying to make up the unfortunate situation, the band played an extra minutes and we believe all in attendance with the exception of *** *** and one other guest who felt the show had to many people in attendance, enjoyed the show Below is a copy of an e-mail train that *** *** and I hadIt starts with her e-mail calling me a liar although the refund check had been cut and actually arrived the next day. Additionally, You can see, I offered to refund her tickets on the very first interactionThere was no second e-mail with photos as she claims in her letter to youI sent her the e-mail offering to refund the tickets even after she had cussed at me and hung up the phone during our conversation To the best of my knowledge the facts I have described are truthful and honest I can prove everyone of them. I cannot say the same thing about *** *** Again, I appreciate your time Sincerely, *** *** General Manager, Reserve Casino Hotel This was the e-mail I received a few days after offering to send her a refund From: *** *** Wow, I guess I didn't realize just how long USPS delivery time is these daysSince I never received anything from you it just drives my point home - Reserve Casino is nothing but lies and broken promises. Thanks for all you've done!! Begin forwarded message: From: *** *** Date: February 4, at 2:46:PM MST To: *** *** Subject: Re: 12/26/My address is: ** *** ***
*** ** ***
On Feb 4, 2016, at 11:AM, *** *** wrote: Dear *** Thank you for taking the time to write and to callI am sorry the call ended as it did. ***, I am very sorry for the situation you experienceAs you know there were suppose to be two shows and unfortunately, Starship arrived late and we tried to accommodate all those that wanted to see Starship into one show. If you would send me your address I will gladly refund your ticket purchase If there is anything else I can do please let me knowAgain, please accept my apologies Sincerely, *** *** From: *** *** [mailto:***] Sent: Thursday, February 04, 10:AM To: *** *** Subject: Fwd: 12/26/ Begin forwarded message: From: *** *** Date: February 2, at 9:14:PM MST To: *** Subject: 12/26/I would like to let you know that we had the WORST experience at The Reserve on December 26th, We purchased tickets for the Starship concert well in advance and we purchased VIP tickets with "guaranteed superb view" at front table seatingWe also booked a room so we wouldn't have to worry about the two hour drive home afterwardWhen we got there, we definitely did not receive VIP treatment and we had FAR from a superb viewIn fact, we were nowhere near the front, we were packed like sardines up on the balcony with no view of the show whatsoeverI am attaching photos of what we had to look at the entire night - the back of people's heads and backsWe could not even watch the tv screen because it was so dark and blurry it made everything unrecognizableMy fiance, who I had taken to the concert as his birthday present, asked the manager if we could move down to the superb VIP seating we paid for and we were told they would no longer be able to accomodate thatHe then asked for a refund since we paid extra for VIP seating and we were told that was not possible eitherTo add salt to the wound, my fiance was offered two measley drink vouchers as if that made up for itThen he went down to the main lobby and asked for a managerA young man said he was the manager and my fiance asked for a refund so we could cancel our reservationHe told my fiance that he didn't have the power to do that, only the general manager could do thatSo he asked for the general manager and the guy "couldn't remember his name"The manager then asked someone else for the general manager's name and after a bunch of snickering they said the general manager had just gotten fired, but "maybe Barry Somebody (their actual words) can help you tomorrow"After getting nowhere, we were forced to listen to a concert that we could not see, and with no room to walk, move, or hardly breatheMy fiance suffered through pain from recent hernia surgeries just to try to stand and catch a glimpse through the crowd every minutesEven the waitress was complaining and said to us sarcastically "this isn't violating the fire code or anything"This was the worst night and worst birthday present everWe have stayed at The Reserve several times, spent a bunch of money there, and even got engaged there last year on my birthday, which happens to be on Valentine's DayWe had every intention of going back to celebrate this year but we have cancelled our reservationWe will take our business elsewhere to ensure we are treated with respect and to make sure we receive exactly what we are told we will receiveWe will be sure to tell friends and family of our horrible experience so they do not waste their time and money like we didA very disappointed ex-customer, *** *** ***