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The New Pioneer

2200 S Casino Dr, Laughlin, Nevada, United States, 89029-1515

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Reviews Hotels, Resort, Casino The New Pioneer

The New Pioneer Reviews (%countItem)

My fiancée and I were falsely accused of damaging property. We checked in on 1/21/2020 and were scheduled to check out on 1/26/2020. We checked out around 630 pm on 1/25/2020 because we didn't want to miss our early flight from Vegas. We did check out at the desk, to which the young lady at the desk barely said a word to us. The next day I noticed that the hotel had charged me the $75 damage fee and added $100 dollars to it totaling to be a charge of $175. On 1/27/2020 my fiancee called the hotel to inquire about the charge (we thought it was a mistake) during which a woman told us that there was a urine soaked mattress left in the room. This did not happen, a total lie from this woman. My fiancée called back after calming down and was on hold for over 15 mins and a supervisor never came to the phone. I disputed the charge with my bank, which the are investigating. And I called the hotel at about 9 am this morning 1/28/2020 and spoke to the front desk woman (this one was nice) but again the supervisor never came to the phone. The front desk woman took my # down and said the supervisor would call me, this was over an hour ago and still no call.

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Product_Or_Service: Hotel accommodations

Desired Outcome

Refund I want$175 refunded to my account as the accusations are false.

The New Pioneer Response • Mar 06, 2020

Upon departure of the registered guest, housekeeping verified the mattress was stained, wet, and had a urine odor. Housekeeping contacted Security, who also verified the mattress was damaged with urine, and generated a report, which includes photos and signed statements. Per the agreed upon terms & agreement with registered guests, authorization is given, for the Pioneer to charge the credit card on file accordingly, for room damages. We would be more than happy to refund the credit card on file, if we are provided with the registered guest's credit card, which stayed in the room.

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Address: 2200 S Casino Dr, Laughlin, Nevada, United States, 89029-1515

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