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Business Profile

Hotels

Boulder Station Hotel & Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/27/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    On Wednesday, January 15, 2025 around 12:30 AM, I dined at the ****************** at Boulder Station Casino. I have dined there on a few occasions for the late night specials. The main ****************** was closed for monthly cleaning, so Game On was operating out of the *********** restaurant nearby. When I received my bill, I was surprised that we were charged full price for the Deuces Wild breakfast. When I pointed this out to the server, she informed me that it was because they were operating in a different restaurant that night while the ****************** was being ********** would be understandable that they wouldn't be offering specials on a limited menu during monthly cleaning. However, the issue was that the advertised specials don't list any exceptions, the limited menu doesn't say "no specials," nor was a sign put out that says "no specials tonight." The advertised specials simply say: "Monday-Friday 12AM - 5AM."I spoke with the manager, but he refused to honor the advertised special price. There wasn't any fine print saying "at manager's discretion" or any kind of exceptions. I sent a message to Station Casinos via ******** Messenger since there is no customer service email listed on their website, but I received no response. As far as I'm concerned, refusing to honor the advertised price amounts to false advertisement and breach of contract.

  • Initial Complaint

    Date:02/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    feb 8th ************************************************************************************* ******* so I couldn't check in on that date when got off the plane and I could call the hotel I did I spoke with a man and I explain to him what happen I be there tomorrow to check he said it was ok. when i got there on the 9th to checked I tryed to explain to the front desk lady what happen and was IK going to be charged for that day it was totaly out of my control. she was rude didnt want hear what i had to say she just got a calculator and start add up what I owe them. she didnt want to hear anything I was on the plane on the run way for three hours, they still charge me,Icalled priceline who i book threw they had no problem to refund me,they called and tryed talk to the front desk they didnt want to refund me

  • Initial Complaint

    Date:03/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date: 03/18/2023 Amount: $625.00 Committed: Lodging Nature: Customer mistreatment Resolution: None No account, order, or tracking numbers exist.My 14 year old daughter, my wife and myself stayed at the Boulder Hotel. Later in the same evening my wife and I were treated rudely by personnel at the door of the Railhead. They asked me to leave and went peacefully. I went to the front desk to speak with management. The front desk attendant ask me to take a seat while waiting for the manager. When the manager arrived, she was accompanied by three security guards. I was surprised, because my wife and I had not been violent, or belligerent in any way. After the manager arrived, she asked me what my complaint was. While explaining, I stayed in my seat the entire time and spoke in a calm manner. Neither of us ever yelled, or insulted any of the hotel staff. The manager thought I should go back to my room. I complied, and took three steps to go back. It seemed obvious that we were going to be escorted back to our room. My wife asked the head of security a simple question and he became enraged and ordered an immediate eviction. We were escorted back to our room and forced to pack our things. I had to wake my daughter up and explain she no longer had a bed. We were escorted to our car in the parking lot. We were watched by bicycle security officers who were ordered to report us to the police, if we attempted to drive away. Once we found another room near by, we were followed off the premises. My wife and I don't understand the nature of the treatment since we were never violent, loud, or belligerent to any of the hotel staff in the lobby. I could rationalize the treatment if there was a physical altercation. We don't feel we deserved to be thrown out in the middle of the night into an area that is not safe.

Boulder Station Hotel & Casino is NOT a BBB Accredited Business.

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