Complaint Checked in at 4:00pm and my room had already been given to someone else. I reserved a King/Smoking room with a dog preference. By the time I had gotten there, my room had been given to someone else and I had to take a two queen room. Bought a package deal for Valentine's Day that included the room and two buffet dinners for $120.00. The rooms were filthy and within the hour both of us were not feeling well in the room. We couldn't open the windows to get any air in the room and it stunk terribly. Housekeeping left dirty rags in the room and it was unclean and stunk. When I called the front desk after an hour to complain about the room I was told that I would not be refunded my money because there was a 24 hour cancellation policy. Obviously I would have no idea that the rooms were disgusting 24 hours prior. However two managers seemed unconcerned with my complaint and refused to refund me my money. We checked out by 5:30 - we were not even in the room for an hour. We decided to go and get our buffet dinner since we had to pay regardless and were told by casino staff that it was a three hour wait to get into the buffet, even though we had already purchased the dinner - we were unable to cash in those vouchers because we had a concert to attend at Emerald Queen by 8:30 and we didn't have time to wait in line for three hours. So, we didn't get to stay in our room, nor did we get our buffet dinner. So, I basically spent $120.00 for nothing that I actually received.
Desired Settlement I want my $120.00 dollars back! The casino needs to do some serious work to their rooms - they stink and you can't even open the windows - in smoking rooms - more than an inch.
Business Response Our Valentine's Day Packages included one hotel night stay and one Dinner for Two at the guest's choice of two buffets on the night of the ticketed event for which the package was purchased. Disclaimer on the Buffet certificate in Valentine's Day Package stated that there were no reservations and stated that guests should be prepared as wait times would vary.
Per our Hotel Manager, the King room reserved was held for the guest. Guest showed up with a dog, and King room is not pet friendly. Accommodations for the pet had to be made, and guest was transferred to 2 Queen room.
No complaint of room cleanliness or state of dissatisfaction was made after check-in or upon check-out. Hotel Manager had to call and inform guest that smoking marijuana on casino property was illegal, and only after this conversation did the guest choose to leave, checking out a little before 10pm.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) At least I am getting SOME of my money back. I have filed complaints with the Tribal Authority regarding cleanliness and the hazards I witnessed at the actual concert event. So, I hope to seek resolution on those issues as well. I will NOT however, go back to EQC to stay in their hotel, nor will the company EVER get good reviews from me.
Final Business Response Our guest has been sent a Dinner for Two certificate.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Alaska, Oregon & Western Washington. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Emerald Queen Hotel & Casino in Fife is in this range.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.