Twin Arrows Navajo Casino Resort

Good Afternoon,          We have reviewed Mr. [redacted] billing history and all refund was processed on the card ending [redacted]. All credit card transactions for February 19th was process and submitted 02/20/15.We have also contacted [redacted] company to...

inquire about the refund and the company has confirmed that refund for Mr. [redacted] was processed on 02/21/15. I have attached screenshots of transaction processed for your reference.If you should need further assistance please do not hesitate to contact us.Katherine DavisInterim Hotel General Manager?

Original complaint was that a veteran did not receive a 10% discount, which they should have.  To make up for this and show good guest services I stated I would pay for the room.  The credit card is being refunded for the amount plus the two accidental charges for $15.70 which was an...

accident while trying to do the refund for her room of $157.70 on a card that had been cancelled.  We will not be paying for the meal she is requesting.  Processing a refund on a credit card take 5 to 10 business days from the credit card company.  She was contacted by our Director of Hotels by phone 3 times to discuss her concerns.  1st call she returned with a voice mail, the other two have not been returned.Bryce W[redacted]

Good Afternoon,          We have reviewed Mr. [redacted] billing history and all refund was processed on the card ending [redacted]. All credit card transactions for February 19th was process and submitted 02/20/15.We have also contacted [redacted]...

company to inquire about the refund and the company has confirmed that refund for Mr. [redacted] was processed on 02/21/15. I have attached screenshots of transaction processed for your reference.If you should need further assistance please do not hesitate to contact us.Katherine DavisInterim Hotel General Manager?

Review: I have not been refunded the $157.07 for my night's stay on 12-18-15. I was also charged two different $15.70 charges 12-28-15. Then credited the same day.Desired Settlement: I want my refund that was promised. I also want the $144 I paid for dinner refunded so I can forget this casino all together and cancel my card since they are still adding and deducting charges without my permission.

Business

Response:

Original complaint was that a veteran did not receive a 10% discount, which they should have. To make up for this and show good guest services I stated I would pay for the room. The credit card is being refunded for the amount plus the two accidental charges for $15.70 which was an accident while trying to do the refund for her room of $157.70 on a card that had been cancelled. We will not be paying for the meal she is requesting. Processing a refund on a credit card take 5 to 10 business days from the credit card company. She was contacted by our Director of Hotels by phone 3 times to discuss her concerns. 1st call she returned with a voice mail, the other two have not been returned.Bryce W[redacted]

I had made a reservation on April 11 for a one night stay for my wife's birthday on April 23rd. Pam the supervisor at the hotels front deck was extremely rude and told is that I had cancelled my reservation.. An hour later after many phone calls and people lying to me saying the managers were in a meeting we finally got the room.. Then Pam tried to charge us an extra 40 dollars because we didnt have a reservation.. In the end we got the room for the price I had agreed to in my confirmation email.. Every other employee was very nice and we had a great time after getting harassed by the supervisor Pam. I am a supervisor myself and I never treat people this way and was extremely disappointed in that. Unfortunately I will not be returning again as my wife and I were so upset.... I think Pam was just upset she was called to the front to do her job..

Review: stayed one night at the hotel on 02/19/2015, had a special offer from the hotel for $59.00 per night , first charged me full rate for two rooms , only booked one room , got that charge corrected to $66.67 including tax , but they are still charging me for two rooms ,I have made several phone calls , talked with several people who said they would have a supervisor call me back ,no one ever did .Desired Settlement: credit my charge card $66.67

Business

Response:

Good Afternoon, We have reviewed Mr. [redacted] billing history and all refund was processed on the card ending [redacted]. All credit card transactions for February 19th was process and submitted 02/20/15.We have also contacted [redacted] company to inquire about the refund and the company has confirmed that refund for Mr. [redacted] was processed on 02/21/15. I have attached screenshots of transaction processed for your reference.If you should need further assistance please do not hesitate to contact us.Katherine DavisInterim Hotel General Manager?

Review: We reserved a room to stay with Twin Arrows for two nights. Upon traveling to the resort we were late and called to confirm that our room would be available and to see how far we were from their location. We were put on hold and then told that our room was given to someone else.

We ended up staying in a hotel in Kingman that night and when we called the next day to see if we could stay there for our 2nd night, they told us the entire reservation was cancelled and there were no rooms available. We ended up finding another place to stay that night in Flagstaff. We were disappointed to not be able to stay at Twin Arrows but understood that the hotels around the Grand Canyon are hard to find and usually book up fast.

When I received my credit card statement at the end of the month, I was surprised to see a charge for the full amount from Twin Arrows. I disputed the amount with my credit card assuming it was an error and would correct itself. But was told that Twin Arrows refused to refund the money. I would understand if I hadn't called or if they weren't able to book that room for those two nights, but I feel taken advantage of for two reasons. One, when I called, no one told me that I would still be charged for the two nights. And two, Twin Arrows didn't lose any money. They filled the room before we could get there. I would understand if my delay caused them to lose business or revenue but otherwise, this just seems like they're trying to rip me off. I have warned others about staying here. When you are in a business where customer service and word of mouth recommendations mean more than anything, you shouldn't try to rip people off.Desired Settlement: Refund the full amount of $213.57