Complaints

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:03/22/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 was at Santa Fe over a month ago gambling. I decided to play craps. I was doing very well and decided to back away from the game for a moment once I lost the dice. I lean onto another table that is closed at the moment and start texting people of my accomplishments. Dice come back around and most of the table has passed so I could roll again. Next thing I know ** accused of calling someone out there name by security. I tell the guard I havent called anyone anything and I was just on my phone. The guard tells me I have to go and I cant play anymore. I ask the table if I called anybody out there name and everyone at the table advises the guard I was on my phone and no I hadnt called anybody anything. They refused to give who supposedly I called out their name and ****** me to the cage to cash in my chips. As, Im waiting on my money another guard starts to yell at me saying Im trespassing. At this moment I take my phone out and start to record as I know I have every right to cash my chips in. I again tell the first guard who approached me that I didnt call anyone out of their name and asked to be shown who supposedly I disrespected. The guard refuses and I just leave. Ive been a platinum player and when Im losing they never kick you out. But as soon as you are winning and the table is making money it becomes a issue. Spoke with ******* of security and provided my video of the situation but I havent even received a response from her with regards to the situation. Funny people who fight in their are allowed back.

  Business Response

  Date: 03/31/2023

  Our goal is to ensure that all incidents are looked into, and that all parties involved are heard.  This situation was researched, and multiple attempts have been made to contact the party involved.  They are more than welcome to call the number that was provided to them via email and via text, to discuss the outcome.

  Thanks.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19633519
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  My phone is like most peoples and it does take voicemails and text messages. I have on several occasions kept reaching out to them and still no responses. 

  Business Response

  Date: 04/04/2023

  This situation was researched, and multiple attempts have been made to contact the party involved.  They are more than welcome to call the number that was provided to them via email and via text, to discuss the outcome.

  Please call the number that we have provided many times...      Once again it is ************.

  Other than that consider the case closed

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19633519
  
  I am rejecting this response because:
  
  I have called several times and left messages on the answering service they use. I also at one point received text messages from the company. So why at this time cant the company provide the response here or via a text message to me. Why is the responsibility on me to chase them down when I didnt cause the situation but rather was put in this situation. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/13/2023

  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.

  Thursday, January 5, 2023 January 9,2023 I was charged a smoking fee of $181.63. I never smoked in the room. I came into the Santa Fe hotel at about 3:00am stayed until the next day.checked out on January 6, I later checked my credit card and I later found out that I had been charged for smoking in my room that I never smoked in..I tried several times to contact someone in regards to the issue of being charged a smokers fee and I was give several different people to speak with no results.. I would like to get my money back. As a result they over charged my credit card which I occurred a fee because of this charge. I was only using this credit card for incidentals. I was not expecting them to accuse me of smoking in the room that I did not smoke in. I would like my money back plus any fees occurred as a result of this false accusation.

  Business Response

  Date: 02/14/2023

  Upon check in as part of the arrival and check in process  the guest is informed that we have a $150 deposit for incidentals including any damage or smoking in room, they then sign and initial a document with this same information that says they understand this, I have attached a sample of the form, if you need this guests actual from I can locate in the archives. Smoking of tobacco and marijuana in the hotel has become a big and very expensive problem so  advising guests of the smoking charge is done every time and is at the top of the important facts to discuss at arrival. Smoking in the rooms creates a huge expense to clean and sanitize the rooms after a guest smokes and it also creates additional guest opportunities because guests around them complain, Marijuana smoking is an even bigger problem because of the smell being so potent, therefore once we get a complaint we immediately go to the room along with Security and speak to the guest.

  In this case the guest had to call because the toilet overflowed and was on the carpet so housekeeping management entered the room at which point they immediately smelled marijuana , upon looking at the toilet it appeared to be filled with tobacco or weed, the guest was asked if they were smoking and they admitted that they rolled a blunt and then disposed of some in the toilet. This was admitted to my housekeeping manager and the front desk agent. We charged the guest the $150 cleaning fee.

  We take charging our guests very seriously and we never want to do anything that is a surprise to them, they are advised orally and in written form upon arrival, and they initial/sign  to acknowledge, in addition the guest was informed prior to us charging. I understand they are not happy about the extra expense but cleaning this room with the smell of smoke creates a large expense to the company by having to utilize special forms of cleaning for this specific issue, in addition we lose money on the guests surrounding that room that we have to compensate because they were around smoking in a non-smoking hotel. 

  As the guest mentions in their letter, multiple people from the front desk agent - Housekeeping manager - Hotel Director- Accounting have spoken to this guest and  they are getting the same response because we are following exactly what was explained to guest at arrival, we have no reason to refund and the guest is not happy so as they threatened to us on one phone conversation they will do whatever it takes to get their money back, which is what they are doing by trying to ruin our reputation and be dishonest with the BBB about the actual events.

  I am more than happy to provide witness statements from the 2 people that observed and that the guest admitted smoking to if needed.

   

  I am more that happy to provide any additional items that you may need. I have attached 2 photos and a sample of the document that they sign at arrival.