Business ProfileforCoushatta Tribe of Louisiana

On Friday, September 15, 2023, my fiancé ***** ****** took me to my first casino experience, and we chose Coushatta. We checked in to the Inn at Coushatta with plans to stay a couple of nights which unfortunately did not happen due to the following event and interaction with management at Coushatta on the morning of September 16, 23023 at our checkout around noon. When we checked out and headed to my vehicle, we noticed the parking lot was empty and noticed an employee hosing the parking lot near my vehicle. The employee approached us and stated, "Oh you guys are the owners of this car?" They (he pointed to the hotel) have been looking for you guys. There was a car fire, a car next to the car parked next to yours caught on fire which led to the car next to you catching on fire. The hotel evacuated the hotel guests for safety reasons but couldn't find you guys to notify". I immediately went back to the front desk and spoke to the staff there who said that they had looked for us and could not locate us because the registration name of the car was not the same as any of the guests there. We were advised that my name had been "paged" which we did not hear that morning. I don't know how we would have heard a page if the paging speakers were not in the room. However, no one made an attempt to knock on guest's doors to make sure all guests had evacuated! I am sure that not everyone who stays at Coushatta and reserves a room drives in a car registered to the same name. This was very negligent and careless of the staff at Coushatta. The front desk advised that the security manager left a note on my car. The note stated to contact her (******** -Security shift investigator) she was contacted and came to make sure I saw the same damage to my car as she had seen and then proceeded to get my license and insurance card. ******** then told me that I needed to contact ******* *******. ******** then told us she had been a firefighter off and on and that we were so lucky that the damage we got was all we did get. ******** also stated that I would need to contact ******* ******* in HR as he would be the one to handle this situation or “if I wanted to place the claim through my insurance” which I proceeded to say no I wouldn’t as that would affect me and wouldn’t want to have that claim on my insurance over an incident I did not cause. I called that Saturday 9/16/23 and left a message but did not get a call back. I called again on Monday 9/18/23 morning, no answer and left a message again. I finally received a call back at 2:53 p.m. from Mr. *******. For being a guest and in a sense a victim of this event caused by Coushatta's employee and on Coushatta's property I am both shocked and appalled by the treatment I received from Mr. *******; he started out his conversation extremely rude and ended up on him hanging up on my fiancé and I with never an apology or any information. When Mr. ******* ******* called, I advised that I wanted to have my fiancé on the phone as well since we were both there the day of the incident and not to mention my fiancé was the person who reserved and paid for the stay at Coushatta. When I told Mr. ******* that I was getting my fiancé on the phone he let out a huff and in an annoyed tone said OK. When I came back to the lie with my fiancé before we could get a word in Mr. ******* said “******** I am only dealing and talking to you. Not your fiancé, just you. You are the owner of the car and that is all I am talking to. I said Sir my fiancé was there with me, reserved and paid for our stay with you guys, and for the sake of getting all information correct he will be on the phone.  Mr. ******* rudely said again I'm only going to talk to you and proceeded to say, “You do know this was an employee’s car that started the fire?” I said yes, I am aware he then said “Coushatta is not taking responsibility and you will need to get in contact with our employee to sort everything out. I just spoke to her this morning and told her she will need to get all of this sorted out” I then stated to him that I understood that this would need to be filed through the employee insurance however I had questions as to why the hotel did not make sure all guests were evacuated? I mentioned I called for a late check out and no one said anything before I could finish Mr. ******* proceeded to interrupt me and said “I don’t know you will need to ask the hotel why they didn’t make sure of that” I asked Sir, is there no protocol for situations like this? Mr. ******* aggressively and rudely said “Again you need to ask the staff at the hotel those questions” My fiancé then chimed in and addressed me, but Mr. ******* interrupted and started to say he wasn’t going to speak to my fiancé, I told him Sir, my fiancé is addressing me. My fiancé told me that maybe we needed to speak to someone else and to ask if there was someone else because there was no resolution, no questions answered, and Mr. ******* from the very beginning was just rude, combative, and annoyed. It was clear he called to give no help and only wanted to make sure to state that this was all on the employee. Mr. ******* interrupted again and stated “OK, well I'm going to hang up and you guys can talk” I said sir before you do can I get the employee's information and he proceeded to just hang up.
Needless to say, our stay was ruined, my vehicle was damaged, and the employees at Coushatta offered no help, just excuses, and directed me to a staff member who did not want to deal with the situation.
I left with my new car damaged and nowhere to call to get it repaired. We spent a large amount with Coushatta and all we got in return was mistreatment from the staff and to make matters worse from “upper staff…(Management)” I have never been treated so badly and what's worse is this was something caused by their employee and on their property and they are just washing their hands of it. This needs to be resolved immediately.