ComplaintsforValley View Casino & Hotel

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This place is a totally dictated business that doesn't care about providing good customer service. There is no reasoning or common sense, but only based on what they are in the mood to do with customers. I saw several bad reviews that customer accounts were restricted by the ** there, *****************, without any good reasons. Until several months ago, I was in the same situation as those reviewers.I am a gold member there, 1 rank away from being top ranked. Several months ago, while I was there, my vehicle was invaded by their security rep. I was harassed and traumatized. Their abusive security department treated customers like criminals (check their Yelp reviews), they were very rude and very invasive. I spoke to **** about the harassment and inconvenience that happened multiple times. **** apologizes, assured that my future visit will only be a good experience. I requested accommodation for the repeated patterns of invasion and rudeness. He suggested I should meet him in person to discuss accommodation. But it went from that into my account is restricted and is no longer welcome, just because I mentioned that there are rooms for improvement if he is unable to accommodate, if I can speak to higher hierarchy. Because of that, it led to the twisted, unreasonable restriction made on my account. This place does not comply with the laws or have any respect for customers' rights. The service here is terrible. I got Gold membership because I invested enough or more than enough finance in their business. Whichever privileges that comes with my membership ranking are the results of my spending there. They should not restrict my account or any customer's account without providing reasonable reasons. Such dictated and disrespectful ways of conducting business should be red flag. They violated my personal spaces and are now violating my rights.I need them to reinstate my account and accommodate me fairly accordingly. After this review I will file a complain.

  

  Business response

  09/13/2023

  On June 13, 2023, ****** was excluded from visiting Valley View Casino & Hotel for inappropriate guest conduct.  She received a formal exclusion letter and *** be considered for reinstatement after January 1, ****.  More than 2.5 million guests visit our casino property annually and we are proud to say we experience very few negative contacts. However, it is necessary to exclude guests periodically who exhibit behaviors that *** be objectional to other guests or our team members.     

*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. ↩