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:03/27/2025

  Type:Product 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.

  On 03/03/2025 I was given a complimentary stay for two nights at the resort . I paid a $100.00 deposit upon check in. On 03/05/2025 I checked out I was told I had a total of $10.00 due from the deposit
  For long distance call I explained IVE only made 2/3 calls within the same area code which is 716 she then deleted the calls and claimed to have released my deposit in full on 03/06/2025 as of now 03/27/2025 the $100.00 has never fell of my bank account according to my bank the casinos bank never released the funds . For weeks IVE attempted to reach out to the casino regarding this issue but my efforts are disregarded and ignored I called todays as well I spoke to a girl named brandy and she hung up in my face and ignored my attempted to call back IVE also called the and left several messages for Julie or judy who is the hotels banking accountant but IVE never received a return phone call

  Business Response

  Date: 04/02/2025

  Dear Ms. ******
  I have personally looked into your complaint. With regards to the $100 deposit that was charged to your card, I can relay that the $100 hold transaction has been voided on Seneca Niagara’s end.  This is confirmed by our Income Audit department that handles these issues. Our Income Audit department reviewed reports from Freedom Pay, our credit card service provider, and confirms that the transaction for $100 was voided on 3/6/2025 at 10:06 am. Once a transaction has been voided, there is nothing further we can do, but I can assure you that the delay in your funds returning to you is not due to any protocol taken by Seneca Niagara Resort & Casino.
  With regards to your interactions with the Front Desk team member, I want to extend my sincerest apologies for any inconvenience or frustration you experienced during your discussions with our team. We will address this matter internally to ensure that such incidents do not recur.
  
  Sincerely,
  Kurtis M********
  Executive Director of Hotel Operations
  ************ 
  
  

• Initial Complaint

  Date:08/26/2024

  Type:Product 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.

  They made it right for me. Thank yourofessional. So then last night I also had talked to security at seneca niagara a few different calls. The one guy said your out of luck on the jackpot ticket winnings from 7 months prior of the 6 month ban. U show up Here when banned u will get arrested. The other person that I had talked too didn't have any answers. She admitted she had not worked there long. So after 3 phone calls I firmly believe that the casino wants to keep the 2404 dollars from winning in December of 2023. All because I did something totally unrelated on July of 2024. 6 months till I can come back on January of 2025 which will be to late because they know the ticket expires in December of 2024. I have no idea why Buffalo creek had no problem helping me out. Seneca niagara made it clear they want to keep the money from December of 2023. I hope you can help me before I have to go the nys gaming authority

• Initial Complaint

  Date:08/07/2024

  Type:Customer Service 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I appreciate the response, however I feel as if the credit card authorization form could have been offered sooner than 3 phone calls and multiple trips from my sister to the front desk. It was incredibly frustrating, and the only person who offered that was Susan. I even spoke with a manager of the front desk, and they didn’t offer that option. I feel as if time was wasted trying to resolve this matter. In response to multiple people speaking, that’s on your agents. I do not feel like the agent gave me space to speak and clearly explain the options. She was speaking over me when I was trying to convey the situation and find solutions. In the long run, I appreciate and accept you apology, but I still think training by agents is needed in resolving conflicts especially by travel. 
  Regards,
  
  ******** ***** *********usan was empathetic and helpful - saying there’s a form they could email me to provide all the necessary information they needed. I filled it out, and sure enough my sister was able to go to the room.
  The rooms were really nice, elevators were quick, and the location was convenient for walking the waterfront/ to the state park!
  
  The issue:
  My sister is disabled (blind and auto immune disorder). They refused to help her and accommodate her after notifying the front desk of her disability. She simply was asking for a quiet area or a comfortable seat. They told her she could sit on the floor or in the benches with grass backs. They were incredibly uncomfortable. After Susan offered to help us it was clear that the other representatives clearly didn’t care about her disability or want to accommodate her. This was going on for 3 hours before Susan offered help which ultimately led my sister to our room.

  Business Response

  Date: 08/16/2024

  SNRC Hotel Guest,
  
  Thank you for your feedback. I
  apologize for any frustration you experienced during the check-in process. Our
  policy requires the cardholder to be present or to complete a credit card
  authorization form to ensure the security of our guests and their payment
  information.
  Our agents and shift managers tried
  their best to communicate this information with the primary guest and her
  sister via the phone, however, there were moments where both parties were
  trying to speak and it was difficult to convey the message. Once the
  opportunity was given, the credit card authorization form was discussed and
  agreed upon.
  We value our guests’ thoughts and
  want to ensure that all parties always have the opportunity to be fully heard. We
  appreciate your feedback and will take your comments into consideration as we
  continue to improve our services.
  
  Sincerely,
  
  Joy R*****
  Exec. Director of Hotel Operations, SNRC
  ###-###-####
  

• Initial Complaint

  Date:12/07/2023

  Type:Billing 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.

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I ****** *****, have read the letter from Seneca Niagara Casino. I am not in agreement with any of the paperwork that's been file on the above reference number.  I am expecting the $540.00 transaction on 09/20/2023 to be returned to my credit card. My statement still stands due to the fact I never received any funds as the transaction was declined. 
  
  Regards, 
  
  ****** ***** with me in 48 hours. I ended up calling them back 3-4 days after not hereing back back from ********** ***. The agency informed me that their records show that the transaction went through and that isn't so. 12/6/2023.
  Thank you ****** *****

  Business Response

  Date: 12/11/2023

  Dear SNRC Guest, I hope this message finds you well. I would like to extend
  my sincere apologies for the inconvenience you experienced during your recent visit
  at Seneca Niagara Resort & Casino. We value your feedback, and I want to
  assure you that we take your concerns seriously. Upon reviewing the concerns raised, I have personally
  reached out to our ******** Customer Service representative on your behalf
  requesting that they assist with correcting these transactions. Our team is not
  able to see certain transactions that are processed by our third party vendor,
  however, we are doing all we can to see that they address and correct any
  issues. We apologize for the inconvenience that has occurred.    Thank you for reaching out, we appreciate your feedback, as
  it allows us to continually improve our services and ensure that all our guests
  have a pleasant experience. Sincerely, Michael B*******Exec. Director of Finance

  Business Response

  Date: 01/02/2024

  Dear SNRC Guest, Thank you for the further feedback. Our team spoke with
  ******** who tried reaching out to you on Dec. 7th, however, they
  received no answer and at the time, the voicemail mailbox was full. Our team
  has once again reached out to ********* ***, the third party company that will
  be assisting with the release of funds. If they have not already, you can
  expect a contact from ********* *** to be reaching out again regarding this
  matter. King Regards, Michael B******* Exec. Director of Finance(716) 501-2177

  Customer Answer

  Date: 01/05/2024

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

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service 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 booked a 3 night stay at the seneca Resort and Casino to celebrate my husband's 55th birthday and it has been not a pleasant stay. Our $300 a night luxury suite was filthy with stained sofa, a ripped bed comforter and sagging mattress and non working light. We also had mice in the room which came out of the base of the jacuzzi. We reported all these problems to the front desk on the first morning after arrival and again on our 2d day here and nothing was done to correct the problem other than a maintenance man coming to our room, observing the problems and leaving. We were told by security and housekeeping staff that such problems are very common at this Resort.

  Business Response

  Date: 10/17/2023

  Dear SNRC Hotel Guest,I hope this message finds you well. I would like to extend
  my sincere apologies for the inconvenience you experienced during your recent
  stay at Seneca Niagara Resort & Casino. We value your feedback, and I want
  to assure you that we take your concerns seriously.Upon reviewing your reservation and the concerns raised, it
  is clear that these needed to be addressed in a more sufficient manner. We
  apologize for any miscommunication or misunderstanding that occurred during
  your stay and have taken a further look into the cleanliness of the room and
  how to address these types of concerns. Our housekeeping manager has tried to
  reach out via the phone number but has yet to get through.Regarding the interaction with our representatives in
  security, housekeeping and at the front desk, I want to extend my sincerest
  apologies for any inconvenience or frustration you experienced during your
  discussions with our team. Providing excellent customer service is a top
  priority for us, and it is disappointing to hear that you did not receive the
  level of service we strive to provide. We will address this matter internally
  to ensure that such incidents do not recur.In light of the situation you have described and to rectify the
  matter, I would like to offer a free night stay in one of our corner suites.
  Please reach out to Kee T***** at the phone number below to book or to discuss
  this matter further. Once again, I want to apologize for the inconvenience you
  encountered during your stay with us. We appreciate your feedback, as it allows
  us to continually improve our services and ensure that all our guests have a
  pleasant experience.Sincerely,Keitsuy T*****Housekeeping Manager###-###-####

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if they actually return the Rolway bed fee on my card. 
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
  d. It's reasonable for this situation I believe.

  Business Response

  Date: 09/13/2023

  Dear ***** ********,
  
  I hope this message finds you well. I would like to extend
  my sincere apologies for the inconvenience you experienced during your recent
  stay at Seneca Niagara Resort & Casino. We value your feedback, and I want
  to assure you that we take your concerns seriously.
  Upon reviewing your reservation and the communication from
  *******.com, it is clear that there was a discrepancy in the information
  provided. We apologize for any miscommunication or misunderstanding that
  occurred during your check-in process.
  Regarding the interaction with our representative at the
  front desk, I want to extend my sincerest apologies for any inconvenience or
  frustration you experienced during your discussions with our team. Providing
  excellent customer service is a top priority for us, and it is disappointing to
  hear that you did not receive the level of service we strive to provide. We
  will address this matter internally to ensure that such incidents do not recur.
  In light of the situation you have described and to rectify the
  matter, I have refunded the $30.00 charge for the rollaway bed to your credit
  card. Please allow a few business days for this refund to reflect in your
  account.
  Once again, I want to apologize for the inconvenience you
  encountered during your stay with us. We appreciate your feedback, as it allows
  us to continually improve our services and ensure that all our guests have a
  pleasant experience.
  
  Sincerely,
  Esther W*****
  Front Desk Manager
  Seneca Niagara Resort & Casino

• Initial Complaint

  Date:08/04/2023

  Type:Customer Service 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.

  On the last day of our trip July 31, 2023 we checked our luggage for 3 hours waiting for our taxi to the airport with the bell shop. When I came to retrieve it, my carry on luggage was destroyed. ( the pullout handle ripped right out of the bag, the inside mechanical works broken into a hundred pieces. The bag had to be taped with very heavy tape just to get it home. I suggested to the transportation manager to review the eye in the sky video ( in casinos) to verify the new bag was fine when dropped off. He did agree that he believed me that my bag was not in this condition when dropped off, but just the same he would have to review the video, which was fine with me. Gave me his card and said he would get back with me. NO calls, called them, no return calls, no apology, no texts. Great way to run a hotel, and keep your guests coming back.

  Business Response

  Date: 08/11/2023

  SNRC Guest,
  
  Thank you for your feedback. As
  discussed with you on the day of your departure, our team reviewed the video
  and generated a report regarding our findings. It was also explained that we
  would be reaching out to our Risk Management department due to the nature of
  the incident and how we handle claims. Our Transportation Department manager,
  Darren S****, then followed up with Risk Management and was informed that the
  phone number you had provided, went straight to a busy signal during every
  attempt to reach you. Both our Risk Management and Transportation departments
  have since tried, without success, to reach you multiple times. Please reach
  out to our Transportation Manager at (716) 501-2121 and he will be able to
  address the situation and will happily get you in touch with our Risk
  Management department. Thank you.
  
  Sincerely,
  
  Darren S****
  Transportation Manager, SNRC
  ***** ********
  ************************

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair 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.

  My husband and I went to the casino for my birthday and to see the fireworks on Monday, July 3, 2023. We stayed inside to play the slots then figured we would go to the top level to watch the fireworks and then go back inside and play mire slots. Found out the top level was closed so we went to the purple level to watch them. Walked all the way down to the hotel side from the casino side only to be told that we couldn't watch them from the ramp at the wall. Told that Noone could because people like to jump over the ledge of the ramp. My husband went to lean against the wall to catch his breath and your security guard told my husband that he couldn't lean or stand by the wall. My husband had triple bypass heart surgery and has a bad knee leaving him permanently disabled. Your security guard to my husband after my husband said he needed to catch his breath that it's not his problem and to get away from the wall. My husband told your security guard he would move once he was able to catch his breath. This security guard completely lacked the professionalism that required him to talk to people in a nicer way. My husband said that thus is discrimination and that he plans on filing a complaint against the casino with the ADA American Disabilities Act for discrimination. This whole situation could have been avoided if your security guard just asked nicely but ruined the entire night. Missed the fireworks and will most likely not be going back and telling our friends and family to avoid the casino. Now when we left and the fireworks were done, the security guards were gone. What is the difference if someone is at the wall by their vehicle or at the corners. There were no security guards trying to stop people from hanging on the wall. So what is the difference and there were only a few of us that were trying to watch the fireworks. This casino and the one in Buffalo have gone way downhill over the years and thus security guard was the icing on the cake. Ruined a good night.

  Business Response

  Date: 07/05/2023

  Thank you for your
  feedback. We apologize if this encounter with the Security guard on the Purple
  Level could have been communicated in a more professional manner. We will work
  with the Security firm that we hired to provide additional assistance for large
  scale events to communicate your concern about how the message could have been
  delivered in a more effective manner. I am certain they will appreciate the
  feedback from your experience and address your concern with the individual with
  whom you spoke. Please note that while
  the Blue Level was closed for refurbishments this year, we anticipate to have
  it open for future Independence Day fireworks events for your viewing pleasure.
  In that designated area on the Blue Level, we are able to provide a space that
  is safe for pedestrians and those watching the show by closing it off from
  vehicle traffic. As we did not have that designated area for usage this year
  and vehicles are driving and parking in the remainder of the garage, we
  directed all of our guests to the 6th Street viewing area which was
  closed off from vehicle traffic. I hope this provides some
  insight into why the Security team could not allow you to watch the show from
  the Purple level. Again, we will address your concern regarding the manner in
  which this message was delivered to you with their Supervisor and apologize if
  it was not up to the standards of guest service Seneca Niagara Resort &
  Casino provides. If you have any additional concerns or questions, you can reach
  the Director of Security Operations at ***** ******** and he can address any
  further concerns. Thank you.

• Initial Complaint

  Date:09/21/2022

  Type:Customer Service 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.

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have accepted my conditions for three nights free stay; no room behind any elevators (offer is good for a duration of a year) and increase their cash credit to $150 and I find that this resolution is satisfactory to me.  
  
  Regards, 
  
  **** ******* whole night the sound of elevators was keeping me up. I tried to put ear plug in my ear but you could even feel the vibration through the bed.
  
  In the morning, I mentioned the same story to the lady behind the checking desk that I would like to change my room because of the elevator noise, She then talked to another lady which I think her name was Brandy and She said that was their hotel policy. They were short on the staff so they did not want to clean up the room. I mentioned that I was paying the same amount of money for 3 nights per day that a person would pay per night and I was entitled to have a proper room. She ignored me and upon my persistent to get another room she called security to escort me out of the hotel. I told her that I was going to file a complain and, they had no rights to treat me like this; kicking me out of the hotel because of me requesting to change my room. I want my money $143 for the first night to be refunded back to me and APOLOGY! 

  Business Response

  Date: 10/10/2022

  A letter went out to the guest yesterday and a follow up phone call will be made on Monday. 

  Business Response

  Date: 10/14/2022

  We have responded to the guest through email and the guest accepted our offer.