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Horseshoe Casino & Hotel

Phone: (318) 742-0711Fax: (318) 742-1503

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Customer Complaints Summary

4 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service4
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints4

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (4)
08/20/2015Problems with Product / Service | Read Complaint Details
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Complaint
My stay started out ok but ended with horrible customer service.
Upon checking in I was very pleased the professionalism as well as the look of the hotel. Once we got checked in the lady at the front desk advised us that our resort fee had been taken care of and our payment and all she needed was a card to secure the $100 deposit on. Once checked in we went to the buffet to eat but was displeased with the taste of the food however we didn't complain instead we decided to go to 8 oz burger bar and eat instead. The food there tasted well however it was very aggravating having water drip next to you from the ceiling after moving to 2 different tables. The pool area and the service was very nice. Moving forward to check out. The same person ****** ********* must've been in a completely different mood because upon us coming to the desk someone else was already with the front desk complaining about an issue with their room of some sort. As we proceeded to check out she kept looking at the screen and adv us that we needed to pay out resort fee and also that we ordered a movie. I advised her of what she told us when we checked in and also that we indeed didn't order a movie because we didn't watch tv. She continued to be argue with me about a movie fee so I asked for a print out of the charge sad it clearly stated it was an Internet fee Waugh I was told at the beginning of my stay that it was covered by the fee she said we had already paid. She finally agreed to remove the fee and when I asked for a supervisor she very firm and rudely stared at us and said she was the supervisor whether I wanted to complain or leave positive feedback. After we checked out I went out front to call and speak with the director of the hotel to see if he could possibly meet with me before I left. Someone by the name of xxxxxxx was very helpful but couldn't contact the director however she did apologize abs transferred me to his voicemail. His voice nail stated his name was *** and I left a voicemail but at this time I haven't heard back from him.

Desired Settlement
I feel I should be comp for the stay and meal due to the service from the front desk lady abc the dripping water during dinner

Business Response
Unfortunately, the 8oz Burger Bar is not a Horseshoe owned or operated establishment. Any guest complaints must be addressed with the managerial staff immediately so that any discounts or comps can be applied prior to them leaving the facility. Ms. **** did not charge the meal to her room: instead she paid directly to 8 oz Burger so there was no way for the Hotel to track the charge.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business, regardless to what the disclaimer says the service provided was horrible. I can contact 8oz burger bar however the buffet is apart of the hotel it's not privately owned by anyone else. I feel as if the Horshoe doesn't accept responsibility for their poor services provided and I am highly dissatisfied.

03/13/2014Problems with Product / Service | Read Complaint Details
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Complaint
Horseshoe Casino vehicle valet service lost my keys. Only willing to replace keys. They are not willing to re key my truck for my family's safety
On ******** ** Horseshoe Casino vehicle valet service lost my keys to my **** ***** They made me do all the calling to file a claim even though they knew they lost the keys. The insurance company mailed me a letter saying I have 3 days to file a claim The insurance company took over a month to call me back saying they would accepted responsibility. ******* ** 2014 for the exact date. They said that they only make whole what was lost. That means they would only replace the keys. The bigger picture is that if the keys got stolen, then that person could have access to my vehicles and house. Not to mention being able to get in my house and endanger my wife and kids.

Desired Settlement
All I am asking is for my truck to be entirely re keyed and money to re key my house.

Business Response /* (1000, 9, *********** */
We sincerely regret that Mr. ******'s keys were lost while using Horseshoe Casino valet services.
This matter was turned over to our Insurance Company
who determined that they caused replace Mr. ******'s
keys. They do not feel we are responsible to rekey his home or truck. As our insurance Company has Horseshoe expertise in this matter, Horseshoe Casino
will abide by their decision.
****** *********
Risk and Safety Manager.

09/11/2015Problems with Product / Service
10/13/2015Problems with Product / Service

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Casinos, Hotels

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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