Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Good afternoon, [redacted] 's story is correctTreasure Island does not allow pets, we do allow service animals, we did not have a record of an animal staying in this roomIt is a highly unusual event that an animal gets into one of our rooms and we are not aware of itMs [redacted] did bring this situation to our attention when it happened, we offered a complimentary stay on a future night The staff at Treasure Island take these concerns very seriously and we want Ms [redacted] to be satisfied with any resolutionHer charges , in the amount of $were refunded to her card on June 30,
In response to the report made by *** ***, here are the details regarding the Island Passport Club card and slot machinesIsland Passport Club cards are issued to any guest who wishes to have their play tracked in order to gain complimentary slot play, dining or other rewardsThe Island
Passport Card works by inserting the card into the slot machineIf the card is inserted correctly, there will be green lights that come on and welcome the guestIf the card is not inserted correctly reds light will come onIt is possible that the initial lights are green and if the guest playing the slot machine or another guest bump the machine it may jostle the card in which case the lights will go redIt is the guest’s responsibility to monitor their card while they are playingWhen reviewing *** ***’s Island Passport Club card activity on the date of April 12, 2017, it shows tracked play that is consistent with the other times he has used his card since September 16, At Treasure Island Resort & Casino we make every effort to ensure that we provide nothing but the very best in slots, table games, bingo and pull tabs while following the guidelines set forth in our Compact Agreement with the State of Minnesota. Because of this agreement, the Prairie Island Indian Community’s Gaming Commission is present 24/7, days a year to monitor every activity, verify that all games are set within the guidelines of the Compact and ensure that our staff is following every gaming procedure properly
The guests who visited Island Xtreme Bowl on the two dates mentioned wanted to be able to take advantage of the Buck Night specialsBuck Night specials are only for people who are actively bowling in the bowling centerThe specials are listed on the website and clearly state in
capital letters that guests must be bowling to get the dollar pricing on specific food and beverage items This information is also posted in the bowling center. The Buck Night food items are for the bowlers only. When this information was shared with the guests, they were upset since they wanted the dollar specialsTreasure Island has multiple food outlets that provide a variety of food and beverages, several of them with their own restaurant specials and menu options to satisfy guests and any hour of the day In regard to the level of customer service and response of the Xtreme Café employee, it was discussed with him and the incident documented. Treasure Island works hard to provide a great guest experience and we value guest feedback so we can provide a consistent level of guest service
Revdex.com Case #[redacted]
In response to the report made by [redacted], here are the details of that incident at Treasure Island Resort & Casino. This information is a compilation of interviews from staff, security and surveillance.
On Sunday morning, March 13, Ms. [redacted] called to the front...
desk and spoke with the hotel supervisor regarding a late check out. She was informed that 11am is the normal check out time but there is an option of extending it for a fee of $25. Ms. [redacted] was upset with that answer and argued with the supervisor. Ms. [redacted] proceeded to tell the supervisor that she has pictures of razor blades in the pool area and that stuff fell on her head. After being denied a late check out option, Ms. [redacted] said she was going to come down to the front desk and show the photos and if she was not granted a late check out she was going to sue Treasure Island. She then hung up on the supervisor. At 12:15pm housekeeping called the hotel supervisor to let her know that that the couple was still in the hotel room. The supervisor proceeded to call the room and remind them that check out was 11am and please gather their belongings. Ms. [redacted] said they were sleeping because of the noise in the hallways during the night. She continued to argue with the supervisor.
At approximately 12:40pm, Ms. [redacted] came down to the hotel front desk and she was filming her interaction with the front desk staff on her phone. The supervisor asked Ms. [redacted] to step over to the concierge desk so they could talk and not interrupt the other guests in the lobby. Ms. [redacted] demanded that her room charges be reversed because of the razor blade she found in the pool area. She does admit that there was construction outside the water park facility. She said "If you don't take the room charges off I am going to post this all over the internet about the razor blades and call the police."
The supervisor said that she was not going to remove the charges but would talk to her Director about the situation. Ms. [redacted] told the supervisor "you are dumb." At this point the supervisor called security because the guest was very loud and belligerent. The supervisor informed Ms. [redacted] that she could talk with security if she wanted to about the situation. Ms. [redacted] turned to the front desk area and shouted to all the people in the lobby, "Don't bring your kids or grandkids to the water park there is razor blades all over the water park!"
Ms. [redacted] and her partner then walked out of the hotel lobby before security arrived.
Monday morning, Ms. [redacted] posted a photo on Treasure Island's Facebook page of an old plastic box cutter and some construction debris with statements about it not being safe and that they received horrible customer service at Treasure Island. She also posted a review on our website to the same effect. There was also an email from Ms. [redacted] containing the same threat. We responded to her via email that we were checking into the situation and apologized for the unpleasant stay. Below is our response to her.
We appreciate that you notified us that you found some construction debris outside of the water park. Since the snow has melted, debris has been uncovered and it has since been removed. The outside terrace area is still part of an active construction zone and is not yet finished. The terrace areas will be completed and open to the public this spring. The outside area where you took the photo is blocked off by barricades so people do not go into that space. Guest safety is always a priority and we thank you for the notice.
After investigating, the debris was located in a blocked off section outside the water park terrace that is not yet finished. There are barricades up to keep guests away from the construction zone. After the snow melted some debris was uncovered, which was immediately picked up. The plastic handled box cutter did not have any razor blades in it. There were no razor blades located anywhere in the outside terrace area or in the water park.
In regards to the noise complaints, the phone logs were checked and there were no calls made to the front desk from that hotel room regarding any noise issues during the night. Surveillance also confirmed that there was not any loud groups of people in the hallways disrupting the other guests.
The Director of Hotel Operations contacted Ms. [redacted] to talk with her about the incident and she did acknowledge that she went into the blocked off area outside the water park to take the photos. After the discussion, the Director agreed to reverse the charges off Ms. [redacted]'s credit card. She seemed pleased with that and said she would post updated comments in the locations where she posted the negative feedback but has not done so yet.
At this point we have complied with Ms. [redacted]'s wishes even though she was rude and belligerent during her interactions with the hotel staff and posted false and damaging information via social media and in her report to the Revdex.com.
Initial Business Response /* (1000, 5, 2015/06/30) */
Good afternoon,
[redacted]'s story is correct. Treasure Island does not allow pets, we do allow service animals, we did not have a record of an animal staying in this room. It is a highly unusual event that an animal gets into one of our...
rooms and we are not aware of it. Ms. [redacted] did bring this situation to our attention when it happened, we offered a complimentary stay on a future night.
The staff at Treasure Island take these concerns very seriously and we want Ms. [redacted] to be satisfied with any resolution. Her charges , in the amount of $123.74 were refunded to her card on June 30, 2015.
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Good afternoon, [redacted] 's story is correctTreasure Island does not allow pets, we do allow service animals, we did not have a record of an animal staying in this roomIt is a highly unusual event that an animal gets into one of our rooms and we are not aware of itMs [redacted] did bring this situation to our attention when it happened, we offered a complimentary stay on a future night The staff at Treasure Island take these concerns very seriously and we want Ms [redacted] to be satisfied with any resolutionHer charges , in the amount of $were refunded to her card on June 30,
In response to the report made by *** ***, here are the details regarding the Island Passport Club card and slot machinesIsland Passport Club cards are issued to any guest who wishes to have their play tracked in order to gain complimentary slot play, dining or other rewardsThe Island
Passport Card works by inserting the card into the slot machineIf the card is inserted correctly, there will be green lights that come on and welcome the guestIf the card is not inserted correctly reds light will come onIt is possible that the initial lights are green and if the guest playing the slot machine or another guest bump the machine it may jostle the card in which case the lights will go redIt is the guest’s responsibility to monitor their card while they are playingWhen reviewing *** ***’s Island Passport Club card activity on the date of April 12, 2017, it shows tracked play that is consistent with the other times he has used his card since September 16, At Treasure Island Resort & Casino we make every effort to ensure that we provide nothing but the very best in slots, table games, bingo and pull tabs while following the guidelines set forth in our Compact Agreement with the State of Minnesota. Because of this agreement, the Prairie Island Indian Community’s Gaming Commission is present 24/7, days a year to monitor every activity, verify that all games are set within the guidelines of the Compact and ensure that our staff is following every gaming procedure properly
The guests who visited Island Xtreme Bowl on the two dates mentioned wanted to be able to take advantage of the Buck Night specialsBuck Night specials are only for people who are actively bowling in the bowling centerThe specials are listed on the website and clearly state in
capital letters that guests must be bowling to get the dollar pricing on specific food and beverage items This information is also posted in the bowling center. The Buck Night food items are for the bowlers only. When this information was shared with the guests, they were upset since they wanted the dollar specialsTreasure Island has multiple food outlets that provide a variety of food and beverages, several of them with their own restaurant specials and menu options to satisfy guests and any hour of the day In regard to the level of customer service and response of the Xtreme Café employee, it was discussed with him and the incident documented. Treasure Island works hard to provide a great guest experience and we value guest feedback so we can provide a consistent level of guest service
Revdex.com Case #[redacted]
In response to the report made by [redacted], here are the details of that incident at Treasure Island Resort & Casino. This information is a compilation of interviews from staff, security and surveillance.
On Sunday morning, March 13, Ms. [redacted] called to the front...
desk and spoke with the hotel supervisor regarding a late check out. She was informed that 11am is the normal check out time but there is an option of extending it for a fee of $25. Ms. [redacted] was upset with that answer and argued with the supervisor. Ms. [redacted] proceeded to tell the supervisor that she has pictures of razor blades in the pool area and that stuff fell on her head. After being denied a late check out option, Ms. [redacted] said she was going to come down to the front desk and show the photos and if she was not granted a late check out she was going to sue Treasure Island. She then hung up on the supervisor. At 12:15pm housekeeping called the hotel supervisor to let her know that that the couple was still in the hotel room. The supervisor proceeded to call the room and remind them that check out was 11am and please gather their belongings. Ms. [redacted] said they were sleeping because of the noise in the hallways during the night. She continued to argue with the supervisor.
At approximately 12:40pm, Ms. [redacted] came down to the hotel front desk and she was filming her interaction with the front desk staff on her phone. The supervisor asked Ms. [redacted] to step over to the concierge desk so they could talk and not interrupt the other guests in the lobby. Ms. [redacted] demanded that her room charges be reversed because of the razor blade she found in the pool area. She does admit that there was construction outside the water park facility. She said "If you don't take the room charges off I am going to post this all over the internet about the razor blades and call the police."
The supervisor said that she was not going to remove the charges but would talk to her Director about the situation. Ms. [redacted] told the supervisor "you are dumb." At this point the supervisor called security because the guest was very loud and belligerent. The supervisor informed Ms. [redacted] that she could talk with security if she wanted to about the situation. Ms. [redacted] turned to the front desk area and shouted to all the people in the lobby, "Don't bring your kids or grandkids to the water park there is razor blades all over the water park!"
Ms. [redacted] and her partner then walked out of the hotel lobby before security arrived.
Monday morning, Ms. [redacted] posted a photo on Treasure Island's Facebook page of an old plastic box cutter and some construction debris with statements about it not being safe and that they received horrible customer service at Treasure Island. She also posted a review on our website to the same effect. There was also an email from Ms. [redacted] containing the same threat. We responded to her via email that we were checking into the situation and apologized for the unpleasant stay. Below is our response to her.
We appreciate that you notified us that you found some construction debris outside of the water park. Since the snow has melted, debris has been uncovered and it has since been removed. The outside terrace area is still part of an active construction zone and is not yet finished. The terrace areas will be completed and open to the public this spring. The outside area where you took the photo is blocked off by barricades so people do not go into that space. Guest safety is always a priority and we thank you for the notice.
After investigating, the debris was located in a blocked off section outside the water park terrace that is not yet finished. There are barricades up to keep guests away from the construction zone. After the snow melted some debris was uncovered, which was immediately picked up. The plastic handled box cutter did not have any razor blades in it. There were no razor blades located anywhere in the outside terrace area or in the water park.
In regards to the noise complaints, the phone logs were checked and there were no calls made to the front desk from that hotel room regarding any noise issues during the night. Surveillance also confirmed that there was not any loud groups of people in the hallways disrupting the other guests.
The Director of Hotel Operations contacted Ms. [redacted] to talk with her about the incident and she did acknowledge that she went into the blocked off area outside the water park to take the photos. After the discussion, the Director agreed to reverse the charges off Ms. [redacted]'s credit card. She seemed pleased with that and said she would post updated comments in the locations where she posted the negative feedback but has not done so yet.
At this point we have complied with Ms. [redacted]'s wishes even though she was rude and belligerent during her interactions with the hotel staff and posted false and damaging information via social media and in her report to the Revdex.com.
Initial Business Response /* (1000, 5, 2015/06/30) */
Good afternoon,
[redacted]'s story is correct. Treasure Island does not allow pets, we do allow service animals, we did not have a record of an animal staying in this room. It is a highly unusual event that an animal gets into one of our...
rooms and we are not aware of it. Ms. [redacted] did bring this situation to our attention when it happened, we offered a complimentary stay on a future night.
The staff at Treasure Island take these concerns very seriously and we want Ms. [redacted] to be satisfied with any resolution. Her charges , in the amount of $123.74 were refunded to her card on June 30, 2015.