ComplaintsforGrand Falls Casino & Golf Resort
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Complaint Details
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Initial Complaint
06/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 10th, 2022, I was travelling from **********, ** to Sioux Falls, ** with my Wife and children because of a short notice mission that I was assigned to by my employer, the ************ Army National Guard. While driving, I used Siri on my phone to call hotels inquiring about room availability and rates for a 2 night stay. About the 5th or 6th hotel I called was the Grand Falls Casino and Resort, thinking they might have a lesser rate and my wife and kids could spend the weekend at their pool while I was working. I called them sometime between 8pm and 9pm CST. I spoke to a male named ***** (spelling?) and he said they did have a few rooms available and they had a fireworks show planned due to thier anniversary that weekend. I asked what the rates were for the weekend and he told me he needed to build my profile in order to see what the rate would be. So I gave him my name, phone number, and address. He asked for my credit card information and again, I asked if that was normal before I knew what the rates were. I even looked around in the car as this was on Bluetooth and we all heard this, and I was assured this was their process. So I gave the card information and was told the total of the two nights for one room was just under $600. I said that was too much for us and that I would not take the room and I would keep calling around to find a room. I received no reservation number or email stating a reservation was made. I found out that I was charged $263.15 and $319.15 on separate transactions by Grand Falls. I called the hotel on the evening of June 14th and I was instructed to call back the next day to get the finance office. I called the ************** on June 16th and they told me they would call the have the hotel manager call me. After two phone calls they told me that they would refund me $319.15 but not the $263.15 because their front desk worker does not make this mistake - he always give the rates before securing a reservation.Business response
07/01/2022
Cody I did not receive the email with the link to respond to the inquiry online for complaint 17438337. Thank you for reaching out to us about the matter. We have already taken care of the issue directly with the guest.
************************* had contacted us on 06/16/22 for a refund after being charged for an unused reservation. We initially refunded of the charges and needed to get some information from our employee that took the reservation. After speaking with the employee about the reservation we decided that a full refund was indeed in order. We refunded the other of the charges on 06/21/22. We reached out to ******************** by phone with an update letting him know that the entirety of his charges had been refunded. I have attached a receipt showing the charges, the initial refund, and the remaining refund in full.
Please let me know if I can further assist,
Customer response
07/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.