ComplaintsforL’Auberge Casino & Hotel BR

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am an Elite card holder (2nd from the highest) at Lauberge Casino BR, almost Owner (highest card) and have maintained this for several years. With this status a casino host is assigned to me.thats a joke in my opinion !! My complaint is after spending lots of money (didn’t get to this level and maintained it for nothing, right!) I am only awarded $10-15 a week free slot play, $15-20 week food credit, $15-20 gift card when they have this promotion….and the list goes on!! I’ve compared my status with friends who are levels lower and they recieve considerably way more perks!! I have contacted my “host” lol and his explanation was “you just spend enough”!! I find this very offensive and insulting!! I have called, emailed and even sent a complaint on their website and got no response!!! I would like for upper management to take a look at my win/loss statements with an explanation!! I visit the casino at least 3-4 a week, that should mean some, right??? I have a client who goes maybe once a month and she receives 5 time the amount of promotions, perks and free play!! So which is considered a value client to Lauberge?? I know this is probably a waste of time but would like for someone to contact me? P5000012263-do the research with is #

  Business response

  02/05/2024

  Thank you for your inquiry and feedback. Our Director of Player Development, ***** ******, reached out on Friday, February 2 and left a voicemail so that you could get in touch with him at your convenience. We look forward to speaking with you.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On dec. 19th 2023 my wedding Anniversary my husband and I spent the night at the Hotel, It was freezing cold in the room, we tried adjusting the thermostat, but the room never warmed up so we finally, decided we would go to bed with all our clothes on, so we did. About 10:30 pm the phone wringed it was the front desk attendant, he said we were smoking in the room, we were smoking tobacco or drugs, I tried explaining to him that this was not true, he said he had to go by what his smoke alert said, and he will be charging $250.00 to my card, I told him that I did not authorize him to do this but he did anyway, and I should take the matter up with the front desk in the morning, and if, his alarm goes off again we would be evicted out of the room. I am 70 years old and my husband a disabled veteran is 75 years old, imagine that at this time of night, Thank God his alert didn't go off again. The next morning, I went to the front desk spoke with the supervisor, he informed me he could not take care of this matter, he gave me a number to speak with Mr. ***********, I have tried calling Mr. ************, several times I have left two messages I have not heard back from him yet, I have been going this casino hotel since it first opened, I have never had any problem , I don't understand this can someone please tell me what should I do next. Sincerely

  Business response

  02/08/2024

  Mrs. ********

  I apologize for the experiences you had while staying at our hotel. From the thermostat, to the smoking charge, to the lack of follow up by our team, I'm truly sorry. Our team has refunded you the $250 from the smoking fee. That credit should be posted to your account in the next 2-3 business days.

  Again, I apologize for the experience you had with us. I hope you give us another chance so we can show you the level of service our team is capable of delivering.

  Sincerely,

  ******** ****

  General Manager

  L'Auberge Baton Rouge Casino Hotel 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I had received a promotion by mail which was that the amount put on My Wallet would be matched. On 6/24, we visited Lauberge and the cashier was given $50 for each of our player cards *********** (***** *******) and *********** (*** ********. Because I was not confident in the cashier at the My Choice window's handling of the transaction, I held on to my receipt when she explained that it would take 7-10 days for the matched funds to appear on the card. After waiting until 8/12, the funds still did not appear, so we visited the casino and inquired at the My Choice window. The cashier took both receipts with both my husband and I present and walked away from the counter to the back. She returned stating that a supervisor would be calling me. On Friday, 8/19, I received a call and was informed that the $50 would be credited to my account. I inquired about the $50 to my husband's card and was told that she had no information on his! I explained that two receipts were shown and he was standing there with me at the time. She stated that she would look into it and credit his also if found. Well, I waited for 5 days and there was no credit issued to my account, so I called. There was no answer and I left a message about the matter. A couple days later the money was credited to me. As of yet, the money still not has been credited to my husband's account! This is very upsetting bc it should have been done without any follow up in the first place! What if I had not kept the receipts?!!! This is very disturbing to think that people are being taken for their money and that there is incompetence shown on behalf of Lauberge in more than one respect. Not posting the credit initially and then not fixing the mistake in a timely manner! My husband still does not have his money. The receipt number is hard to read on one and appears to be ********** 4:51:31 pm. The other is ********** 5:05:32 pm. See uploaded copy attached.

  Business response

  08/24/2023

  We're disappointed to hear about your negative experience and that we didn't deliver the promised deposit match for our PENN Wallet promotion in a timely manner. We've added $100 in PENN Cash to your husband account- $50 in PENN Cash that we owed him and $50 in PENN Cash for service recovery. We apologize for the inconvenience this caused. If you have any additional questions, please don't hesitate to reach out to me at *********************************. Thank you and have a nice day. 

  Customer response

  08/25/2023

  
  Complaint: 20508307
  
  I am rejecting this response because:  I would like additional attentional given to ***** matching funds, as I am realizing that this player card previously had $23 dollars on it prior to the deposit of the $50, so it now only has $48 on it, therefore, if $50 were credited to it, there should be a total of $73 and not only $48, so it actually does not appear that the $50 match was applied to this player card either, so can this be researched as well.  After thinking more about this matter after sending the BBB complaint, this occurred to me, so my apology for the confusion and any inconvenience caused.  I am pleased with the resolution on ***** *******'s problem and thank you.  Please provide resolution now for *** ********* player acct.  Card number previous provided.  Thank you again.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Saturday, June 10th, I called Lauberge to inquire about the new all you can eat crabs at Bon Temps Buffet. I was told it was open until 11 pm and was given the cost and told it included corn and potatoes. My husband and I drove from Watson there and arrived at 10 pm to be told by the gentleman manager that he was no longer seating and went on to say that reservations made from 3 pm that day were still being sat (which to me sounded to be far fetched). Furthermore, no where on the social media post does it mention reservations suggested or required, nor did the person giving information on the phone mention this! Also, it was an hour before closing. There was no line and there were plenty seats available! This makes no sense! Very disappointed. The manager showed no sympathy and offered no apology. My husband and I have visited Lauberge often in the past. Another problem that has been found with this casino is that it is very very difficult to get a cocktail! We spend hours there and spend a whole lot of money and on a good night might get a couple drinks! It is pathetic and I hear others complain as well! This casino is far from hospitable!!! We have decided to go much less often as a result!

  Business response

  06/21/2023

  Thank you for taking the time to speak with us on the phone earlier today and for giving us another chance to turn this experience around. We look forward to seeing you here again this Saturday, June 24. Should you have any additional questions, please don't hesitate to reach out to us at LBR.************************************** Thank you. 

  Customer response

  06/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20175762, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Lauberge for the routine Sunday visit 5/29 playing slot machines. Couple times I pulled money from atms but at no point did I get cash from any other place. I then cashed out my ticket when ready to go, getting several hundred bills and a .34 ticket because lauberge doesn't give change. When coming back to play few days later I noticed 1 bill wasn't working on machine. I tried several then went to cashier counter asking why the bill given by their atm wasn't working. I was then kept waiting until head security took me in back to imply I was using a fake 100$ bill. My .34 ticket was also given while I was waiting at cashier spot but that ticket was never once shown while in the back even though it proves date/time/and machine I used that day. I then told him over and over again their atm gave me that $100 bill and none of the other 100$ bills had this problem. I was then forced to do police report then had the 100$ bill confiscated and was sent out the back with no word when I would be told what the **** happened. How did a fake 100$ bill end up in an atm at a casino? Why am I the one out 100$ now? Why is no one from lauberge calling to tell me why they are handing out fake money from atms? Seems serious to me but haven't heard one thing since the day I confronted them almost 2 weeks ago. I'm also worried they lost or disgarded my ticket proof but luckily I took photo before giving to them because I thought it all seemed odd. Because it's a casino, everything given on police report can be looked at via video footage or digital footprint so should have been resolved already. I will add the ticket on here.

  Business response

  06/20/2022

  Business Response /* (1000, 5, 2022/06/15) */ Contact Name and Title: **** ****** Contact Phone: XXXXXXXXXX Contact Email: ***********@pngaming.com Mr. ******, as a highly-regulated industry, our Security and Cage teams followed proper protocols when encountering counterfeit bill. The $100 bill in your case was sent to higher investigating authorities. If you have further questions, please contact **** ****** at ***********@pngaming.com or XXX-XXX-XXXX. Thank you. Consumer Response /* (3000, 7, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) My point was that no one has contacted me about why your "highly regulated industry" allowed fake money to be given out from your atms which resulted in a loss of 100$ for me apparently forever. Your business has put me in the middle of something crazy and yet not one representative from the company reached out or said a word until this complaint probably realizing how messed up it is. I dont care about how the security acted, I know they doing thier job. I am however concerned that my 100$ was stolen in the process and that your atms are giving out fake bills at random. I no longer even feel safe to go to a weekly hang out spot that I been visiting for years. Its all so disappointing.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 12, 2022 myself and a friend dined at Eighteen Steakhouse located in L'Auberge Casino in Baton Rouge, LA. After the meal the server brought one bill totaling $128.65. I informed the server that we wanted the bill split and would each pay half of the total of our bill and gave him two separate debit cards. When the server returned to our table w/ our debit cards and transaction receipts he informed us that he attempted to run one of the cards twice for $64.33 but the transaction wasn't going through. Immediately we checked our bank accounts on our phones and noticed that the server had charged both debit cards for the total amount of the bill-$128.65. He also charged my debit card for an additional $64.33 (1/2 of the bill) which is what was originally agreed upon. He insisted that the other card transaction was not processing and so another $64.33 was paid to him in cash. At this point we knew that this was not normal procedure and attempted to resolve the overcharges with the manager of Eighteen Steakhouse however he was very uncooperative and would not attempt to resolve or remedy the matter in any way. So we paid $385.96 for a $128.65 meal. I only authorized $64.33 to be deducted from my debit card (1/2 of the bill) and have a signed transaction proving this however 18 Steakhouse fraudulently and without my permission chose to take $128.65 out of my account. Additionally, I attempted to contact the manager of Eighteen Steakhouse by telephone to discuss trying to remedy this issue to no avail. I am requesting that my debit card be credited for the $128.65 deducted from it on March 13, 2022 as I did not authorize this transaction.

  Business response

  03/31/2022

  Business Response /* (1000, 6, 2022/03/28) */ Ms. *** was refunded the amount of $128.65 and a $50 gift certificate was mailed to her house. We contacted Ms. *** to advise that she should be receiving the refund, and provided a direct phone number for her to contact us if she does not receive by the end of the week. Consumer Response /* (2000, 8, 2022/03/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) L'Auberge Casino & Hotel Baton Rouge resolved this matter for me and I am satisfied! Thanks

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 27, 2022, (around 7:30 pm) I was approached by two security guards (******* and ****** on the gaming floor. One of them (*******) informed me that I had been caught on camera in the smoker's area taking a $61.00 dollar ticket from a machine. I asked If I could see the video and he said no. He said I either pay the money back or he would have to ask me to leave the casino. I tried to explain that my sister and I had just returned from my car, and I went in the smoker's room to get money from my card, but he insisted that I pay the money back or leave. I turned to my sister who was playing at a machine next to the incident and explained to her what was going on. She proceeded to tell the security guard that I don't smoke and therefore I don't play in that area. He then changed his story and stating that I was caught on camera on the gaming floor. She asked him to make up in his mind where I was supposed to have taken a ticket from. By this time other people who were playing at the machines next to my sister started commenting about what was going on. He again asked me to leave. I finally took out my check book and showed him the name (Dr. ******* *****) printed on it. After a few minutes he agreed to check the camera again and left me standing with the other security guard. She stepped aside to answer a call and then walked back to me and apologized stating that the other security guard (*******) explained that he looked at the camera from a wrong angle. I was about to be railroaded over a lie. I know that there was never any video of me. He was just hoping I would admit to his lie and pay the money back or leave. Mr. ******* never returned to apologize. I left a message on the casino's voice mail, but I never received a return call. Dr. ******* ***** XXX-XXX-XXXX

  Business response

  04/17/2022

  Business Response /* (1000, 12, 2022/04/04) */ We're very sorry to learn of this situation you have described. Please give us a call at XXX-XXX-XXXX or email ***********@pngaming.com and we will do our best to make this better. We hope to hear from you soon

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited the L'Auberge Casino in Baton Rouge, LA. on 1/10/2022. On that date there was a Kiosk "my heroes" game. I was awarded $1,000 in slot play. At the time of the win, I was not notified that the free play would expire on any particular date. I again visited the Casino today (1/23/2022) and having used approximately $600 of the free play, I believed I had $400 left to use. Upon checking my players card, the $400 was not available. I went to the cashier and that person and her supervisor said the $400 was no longer available and that it had expired on 1/20/2022. There was NO indication by anyone or any machine that the $400 would expire on 1/20. I am asking, based on the facts stated here, that the $400 credit be put back on my players card PXXXXXXXXXX. s/******* R *****

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/02/08) */ Business called and stated they are contacting the business directly to resolve the issue. Consumer Response /* (450, 8, 2022/02/08) */ The casino contacted me and resolved the issue. I am very pleased with the outcome. The merchant put the $400 win (my complaint) back to my players card! This was the outcome I desired. Kudos to L'Auberge Casino for correcting the error!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩