Complaints

This profile includes complaints for Isleta Resort & Casino's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Isleta Resort & Casino has 2 locations, listed below.

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  Isleta Resort & Casino

  11000 Broadway Blvd SE Albuquerque, NM 87105-7469

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  Isleta Resort & Casino

  5601 University Blvd SE Albuquerque, NM 87106-9701

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid our wedding in full on 10/31/2024, the event was 11/2/2024. We were charged over $10k for the wedding and were advised by staff that everything would be taken care of and that we wouldn’t have to worry about anything; however, they failed to accommodate us in all ways we were told that we would be. Our wedding ended up being a disaster, my husband and I, as well as my parents and sister, were left with cold plates of food, as I had to find where the manager went - you see, we were very clear on who was to sit at the reserved tables, which was not enforced by the staff; therefore, leaving my parents and sister without a place to sit. My entire bridal party was spread out, due to lack of follow through from the manager, and her refusal to correct the issue by having those seated improperly to please move to other seating, since they were reserved. The “reserved” signs placed against a frosted white vase were no bigger than a folded business card, so obviously no one would see them - but, I expected her to have the issue resolved when immediately asked. Being that she didn’t resolve the issue, I then had to leave my wedding reception to try to find the manager and have a whole new table set up for my immediate family, since she didn’t seem to see the issue. I contacted the venue over a month ago to find some sort of resolution, which I was advised we would receive some sort of compensation for a total of 6 plates of food, but at no point has the compensation been received. I am seeking now seeking the compensation for my $1,500 deposit, as well as $620 for 10 plates of food (covering my husband and I, my parents, and our bridal party) for being displaced, and $250 for the failure of adequate signage, leading to a total of $2,370 - though I feel it should be more for the grievances. This venue has no empathy for the fact that we will NEVER get our wedding day back and will forever remember all that went wrong and the venue not caring to resolve the issues.

  Customer Answer

  Date: 01/03/2025

  Good afternoon,

  
  

  Isleta finally responded and paid out $622 via check, last week. We can close out the complaint.

• Initial Complaint

  Date:09/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 tickets for a concert. They were advertised for $90/ ticket for Reserved Grass Seats, front row. The map for the amphitheater clearly showed a sectioned off area on the grass. When I clicked for the description, it said each ticket was assigned, a chair was provided and rows and seats were assigned. When we arrived looking for the reserved area, we were told there was no reserved area and we’re told we could just sit on the grass. Grass seats were also available at $25/ticket. I contacted the General Manager via email asking for at least a minimum of a 3 ticket refund. As I could have just purchased 4 tickets at $25 ea and rented chairs to sit on the lawn. I waited 3 days to hear back with no response. I feel like the “reserved grass tickets” at a much higher price was a misrepresentation of the sale of tickets. It’s a scam. I had no recourse, no way to get my money back. I think this is a service they sell knowing you can’t do much about it and they are making lots of money.
  
  We did stay for the concert, we sat on the grass with no chairs and I’m just asking for a partial refund. I will pay for 4 tickets but at $25 not at $90. I would truly appreciate your assistance and would like this to be investigated.
  
  Sincerely
  ******* ********

  Customer Answer

  Date: 10/07/2024

  This is to let you know I heard back from Isleta casino and amphitheater. They were only willing to refund me $149.12. They claimed they sold grass tickets for $60 which was not correct because the day I purchased my tickets for reserved grass setting I could have purchased regular grass tickets for $25. They also offered to allow me into a VIP section and allow me the gift of one item of free food or a free drink should I ever return for a future concert.
  
  I still believe this venue is selling seats at higher prices and then not delivering the product which is a fraud and I hope Better Business Bureau investigates them.
  
  They requested proof of my purchase which I sent them. Then they tried to tell me that 2 of my tickets were not scanned in, which they couldn’t explain when I said all 4 of my family members entered the venue.  I offered all along to pay for 4 tickets at the $25 cost plus taxes for each ticket since we did attend the concert and I thought that was fair. I paid $90/ticket plus taxes for reserved grass seating. They said the performer had asked them to take down the reserved seating which to me does not make sense. It was a small area according to the map they displayed when I purchased my tickets. Anyway after 3 weeks of exchanging emails since at first they wouldn’t respond to my email we ended with them refunding $149.12 and I will never purchase tickets for that venue again.
  Sincerely, ******* ********

  Business Response

  Date: 10/09/2024

  LiveNation is who controls the venue she went to. Isleta pays only to have their name on the venue. Isleta is only responsible for events that occur in their showroom.