ComplaintsforL'Auberge Casino Resort

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 30, 2023 L’Auberge Casino Lake Charles 777 Avenue L’Auberge Lake Charles, LA 70601 Attn: Security Management I am writing to register a formal complaint regarding my experience at your establishment on July 29, 2023. I was subjected to screening harassment and mistreatment by your employees. Specifically, your screening employees were rude to me, and even claimed that I did not want to show my ID even though I had it in my hand . Additionally, a young man in front of me overheard your employee referring to me as "grandma while laughing at the situation”. When I asked to speak with the head of security, the situation quickly escalated, with your team leader "***" protecting his employees and not once asking for my version of the story. As a result, I went to the front desk to file a complaint, but was told that there was no one above "***." After persisting to speak with someone, I was told that I would have to wait for 45 minutes. Finally, after waiting patiently, I was only given a business card and told that I couldn't enter the casino for 24 hours. It is also worth noting that even after seeking assistance from senior staff, the behavior of your employees persisted and was witnessed by several customers who came to my defense. I kindly ask that appropriate action be taken to ensure that such behavior is not tolerated and that your staff is trained to treat all customers with respect and dignity. I am deeply disappointed by the way your staff treated me and want to understand how this situation can be rectified. *There is video on your surveillance of this entire debacle. July 29, 2023 outside of Embers Restaurant between 11:30pm - 12am. I was basically harassed after being profiled by your casino security.

  Business response

  08/24/2023

  Our security manager attempted to reach out to the guest and left two voicemails and never heard back.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/13/2023 I called to set up hotel reservation using my comps which state I have 2 free hotel nights stay ANY day from 6/4/2023 thru 7/1/2023. I wanted to book my stay for 6/16/2023 thru 6/18/2023. I was told that I could not get a free room that all comp rooms were reserved but could reserve a room paying a rate of $209 and $589 totaling $825.98 for 2 day stay that was to be comp meaning free. I told the vip management that wasn’t right since nowhere on my online account nor in my mailed promotions does it say based on availability or first come basis. She said she would take it up with marketing, but not honor my comp room. I then proceeded to say you have rooms available but for me to pay correct and she said yes, she also said she could come me a room but based on my individual play which wasn’t enough. What she was saying is they have rooms available to comp but for high rollers that I don’t spend enough to get the comp. Room even though I am suppose to have 2 free ANY day hotel stay. I feel this is wrong to give players free hotel stay but then take it away to hold out for high rollers to come and play and if they don’t then they give me the room and my money is accepted to play. It’s discrimination to tell me my play isn’t enough to get my comp room that I was promised, as they hold the rooms for high rollers. Why would I want to come to a casino that treats me like this? Doesn’t honor the comps I have earned by playing because they want to get someone with more money in the hotel to stay and play and they wait till Thursday or Friday and then if they don’t fill the rooms they will give me one comp, if not then they want me to pay $826 to stay when I have a free stay. Y’all should be ashamed as well as honor what I earned by playing at your casino. I really hope someone does something to fix this as it’s not right ethically, nor is it right as a business.

  Business response

  06/15/2023

  Someone from our property has reached out to this guest and resolved it. 

  Customer response

  06/16/2023

  I did receive a phone call from **** at the hotel casino. He called and I told him the situation he then proceeded to tell me what VIP management told me was correct that it’s on a first come basis for comps. I told him it’s not in the mailer or the app. I said that it states ANY 2 days with no exceptions. He said that he couldn’t give me my comp stay but would honor the $826 I was quoted for 2 nights. It’s ironic he used the word honor as he wouldn’t honor my 2 ANY night stay but would honor taking $826 from me for something I had already earned by playing in the casino. He also proceeded to tell me that they are doing me the favor when they give me a free stay and I had to remind this man that it’s not free when I’m playing money in the casino to earn the “free” room plus after earning it I then come back and play more of my money which isn’t free. It should then say limited or excludes the dates of these holidays!

• Initial Complaint

  03/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Saturday March 11 2023 I was injured in the men’s room at the LauBerge in Lake Charles. I slipped in a puddle of ***** and hurt my lower back and the back of my head. I was given the run around when I tried to report this embarrassing and painful experience.

  Business response

  03/14/2023

  I have called and emailed this guest in order to get the necessary information to get an incident report on file. This is the first I've heard for this incident. Once I make contact with the guest I will follow up. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, my name is, ***** *********. I have received a letter from L’auberge Casino, on 08/15/22. The letter states “Notice of trespass and eviction. I’m a continuous customer of L’auberge Casino, and I’m really surprised to receive this letter without further explanation. I have tried to contact the casino by phone before, but I haven’t been able to get ahold with them. I would like to have an audience with someone about this issue. I uploaded a copy of the letter I received. Thanks.

  Business response

  12/05/2022

  Business will attempt contact with the consumer 

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday July 17th, 2022, We were denied access to the casino due to them not being able to verify a Valid New York State ID. Our guest flew all the way to Houston and we made the 2 hour drive to visit the Casino to be turned away due to them not being able to validate a VALID State ID. The staff scanned the ID multiple times and still did not let us in. The ID is Valid. The staff called for a Lead to assist and She could not verify a Valid ID either. We tried a different gate since it is indeed a VALID ID. We were rejected entry and they were not willing to help resolve their mistake. We called spoke to different staff and showed them the ID and they recommended that we speak to the security Manger (****** or *****). We asked if he could help as we knew it was a Valid ID. He supported the Security Lead and said there was nothing he could do to let us in with a VALID ID.

  Business response

  07/22/2022

  Contact Name and Title* ***** *** Security Manage
  Contact Phone: ************
  Contact Email: **********************
  A patron who was 21 approached the casino and presented a New York Id but was turned away. We have many steps in checking IDs that we use to prevent underage access to the casino floor. An underage being allowed on the casino floor could result in disciplinary up to termination for workers as well as a fine for the casino, so extra steps are taken when we receive an out of state ID as well as a persons whose ID shows them to be 21,22 or 23 yrs of age. In Mr ******** statement, he concurs that security was unable to validate the ID presented. Mr. ******* also concurs that security called for a leader from security to double-check the ID as well, which was they were still unable to validate the ID. Mr. ******* states they tried at multiple checkpoints of the casino and all entrances came to the same conclusion that LAubere security staff were unable validate the New York ID. Mr. ******* was given my business card and he in fact did contact me. Mr. ******* was upset that the ID was turned away and I explained the process and why we have to be careful with IDs. Mr. ******* then began stating that we need to update our ID guidebooks, to which I explained that I purchase brand new ID guides each year to stay updated. Mr. ******* then advised me that we needed to upgrade our computer system to which I explained that we use a system that is used at a majority of casinos in the US. Mr. ******* became more upset due to me standing behind my officer's decisions and I advised him to have a good day before ending the phone call. Lauberge security attempted to validate the ID with all the resources that we use but were still unable to verify the ID. Several officers looked at the ID and no officer who looked at the ID felt comfortable enough to allow the ID in and for that reason the ID was turned away.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I checked into my room at a late check in my suite I ordered was given to someone else even though I told them at the time of reservation I would be there after midnight, I was told that's fine the computer updates between 3 and 4 so I'll be fine, I also had a problem on June 16th when a employee broke my phone and admitted to it and offered to pay for it Manager ****** offered to comp me a room and 100 in free food we agreed to talk about but she and I played phone tag so today I went to meet with her in person to discuss what happened in June how ever a employee by the name of **** came up to me at the pool to inform me that the employee who took my order at the pool walked out of his job because he lost my card, how ever other employees said he stole it as he had did the same thing to another customer the week prior, I already had a time to meet with ****** but wasn't allowed to go into the barstool because the employee who I gave my card,driver's license and my choice card lost my card I requested to speak to a manager and security was called and he was helpful we went to find ****** and tell her what was going on and ****** walks up ask me what's going on I explained he than says to me CAN I PROVE THE EMPLOYEE LOST/TOOK MY CARD I than said I didn't need to as a manager (****) FOUND ME AND TOLD ME AND OFFERED TO COMP MY FOOD AND DRINKS, He than started treating me as if I was the criminal and NOT THE VICTIM him and ****** than told me that since at this time I'm being really loud,cussing and rude because I'm asking for the hotel manager over them,Wouldn't speak to me how I was acting I than was told by ****** that I needed to calm down I cussed him out he had been treating me like I was the slave and he the master,He told me I had to get out the casino and called the police on me because THERE EMPLOYEE STOLE/LOST MY CARDS I was handcuffed and escorted off the property smh.And I'm the Victim of there negligence as they allowed the employee to work.

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/21) */ Yes, our employee lost Ms. ********'s credit card (it was found the next morning). We even offered to comp all her food and drinks because of the mistake. But the way she responded was unacceptable in a family setting. Very animated, very loud, lots of fowl language. Several folks from management tried to reason with her but she wouldn't have it. Most of her yelling and cursing was done at our family pool with children and parents looking on. She was so out of control we had to call Law enforcement. When the first two CPSO officers arrived they decided to call for back up. Four CPSO officers tried to reason with Ms. ******** until it was decided they had to restrain her just to have a conversation. I have since talked with Ms. ******** and let her know we were going to evict her from returning here. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cussed and acted that way when I was treated like a criminal how ever I will be taking action with *** INSURANCE and filing a lawsuit let's see if the police and staff will commit perjury for there job..

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Theft at Hotel Lauberge Lake Charles Check in 05/29/2022 -Check out 06/01/2022 - Room **** Items stolen: 2 purses Escalated to hotel security manager, Mr. *** Filed a report with Lake Charles Sherrif Dept. - Detective Mr. ****** No copies of report given (i will request along with the key lock report) Certified letters sent to Guest Services and GM with no response (since I called several times and was put on hold and switched back and forth several times). Stay at this hotel at least once/twice a month and never had a problem up until now. I'm hurt, upset how I'm being treated, my stomach in knots when I think about this incident. Security staff and the detective acknowledged they are aware of the high crime ring happening there at the hotel, it's just hard to catch them. I've been told by the employees they know it's happening in the housekeeping department. I had a strange phone call from Guest services regarding the Do Not Disturb sign on my door and my check out date. Clearly on my reservation on the computer the information is listed for the next following day. I have the time and date on my phone log. Several other suspicious activity I notice that did not appear right with me. I had to continue to call both security and the detective regarding the follow up as I was told they would call me after several days to a week or two went by which was told to give 2-3 days. I was told no security camera's in the hotel hallways only the elevator. Staircase, and the entire 1st floor only. How do you offer safety to your guest staying inside if the hotel? I'm very upset and angry by the was I'm being treated. I was told by security and the detective crime is happening almost everyday day at the hotel. It appears the staff is aware of the crime ring and the guess is caught in the crossfire and is suffering. I called, sent certified letters, and now complaint in the BBB. I want help and would like my valuables replaced. I can produce receipts and pictures if needed.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/04) */ Contact Name and Title: ***** ******** Risk Manag Contact Phone: XXXXXXXXXX Contact Email: **************@PNGAMING.COM Ms. ******** filed a theft complaint claiming someone entered her room ****** on 6/1/22 and stole two purses. She reported one was valued @ $2100 the other $700. Lauberge Security took her statement and opened an investigation immediately. Our Security Manager did a thorough investigation and found no proof anyone other than Ms. ******** and her husband had entered the room during their entire stay. This was determined by running a lock report on the rooms' electronic lockset. The report revealed only two keys were used, the same keys they were issued at check in. Due to the reported cost of her loss ($2800) we suggested she contact CPSO. After the CPSO detective conclude his investigation he also determined that no proof of a theft was found. We received a letter from Ms. ******** describing her dismay on how this issue was concluded. In her letter I found several mis-quotes from our Security Manager and the CPSO Detective that worked the case.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  L'Auberge sent me a promotion where every Thursday this month they offer a free gift to certain players (like me), and quite a lot of players go up there to play on Thursdays to get the free gift. My husband and I went up there last Thursday June 2, 2022, and again last night, June 9, 2022. Those days we would've waited to go eat and gamble until the weekend when we're off work, but since they were offering us a free gift on Thursdays, we went on the past 2 Thursdays only to be told by the security guard that they didn't know if they were giving out the free gifts because they were usually set up by now. In order to get your free gift (usually a household appliance), you had to be there between 6pm and 9pm, which we were. We were not the only ones looking for the "free gift booth." There are no strings attached to this free gift, as I said they only send these promos to certain players. How can they do this? In my opinion this is bait and switch just to get you to the casino on their slower days. I can show you the coupons they sent in the mail proving this. It's very unethical and unfair to say if you come to my place of business you will get a free gift only to get there and be told no, we don't know why they aren't giving them out. I am unable to pull up the free gift coupon for last week, but I have included the promo coupon offer for the free gifts every Thursday from last night through the end of month plus a Sunday.

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/06/16) */ We apologize for the confusion you may have experienced with this month's gift giveawway. Normally we offer a weekly gift giveaway on Thursdays from 6pm to 9pm at the Box Office. In lieu of a gift giveaway on Thursdays in June, invited guests could win up to $3,500 in Gas Cards by visiting a mychoice kiosk from 6pm to 9pm each Thursday. Each guest was guranteed to win something by visiting a kiosk. Additionally, we had a tool set giveaway on Sunday, June 12 from 2pm to 5pm at the Box Office. Please feel free to reach out if you have any other questions or concerns!

• Initial Complaint

  04/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a room at L'Auberge Casion in Lake Charles for one night, April 01, 2022 through Hotesl.com and selected the "pay at property" option. I had to input my debit card to hold my reservation and we planned to pay for our stay with cash, in the amount of $272.15. On March 31, 2022 I noticed that $258.16 was deducted from our account when I looked at my online bank account on the app, I called L'Auberge (337-395-7777) and the rep stated that it was just a pre authorization and it would drop off and I explained to her, no, we selected "pay at property and this amount doesn't even equal our room stay", she insisted it would be fine. I am sure this is recorded on their phone line.We got to the hotel to check in and the check-in clerk told us that they attempted to run our card but it was declined so our total was $303 and some change. I told her that it was NOT declined and that it had gone through for $258.16, she shut me down and asked me to insert my card; I did. She assured me I would not be charged anything more because it was declinedWe checked out on Saturday, April 02, 2022 and the charge of $258.16 was still there as deducted, on the bank app; thinking it would drop off as I was told by the hotel, in 3-5 days.The next week, on Tuesday, April 5, 2022 I called the hotel again to question, they were irritated and kept telling me that the charge for $258.16 never went through, I went on explaining to them that I literally have a screen shot showing it did, they assured me it didn't and to contact my bank. After filing a dispute with my bank (they're currently fighting it and are having no luck!) I noticed that $258.16 was deducted for one our stays back in October, as well; it looks to me as someone took the money from our bank and possibly altered the report and are pocketing money. I have all bank records proving that the $258.16 was deducted and is with the casino.

  Business response

  05/03/2022

  Business Response /* (1000, 17, 2022/04/28) */ Hello, after contacting *** ****** we were able to find out what her confusion was. She forgot she booked a room for her friend (***** ******* under her credit card. she was under the impression that ***** paid for her own room at check-in when that was not the case. *** will contact her friend about this. thank you ***** ***** Hotel Manager Consumer Response /* (2000, 20, 2022/04/29) */ The property manager called me and was very helpful, he was the one that searched my card's transactions and noticed that the front desk charged my card (I used it to reserve the room for a friend) instead charging my friend's card. I reached out to my friend to confirm that the hotel had not charged them, and they did not, so it has been resolved. Thank you to the property manager, he was great!

*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. ↩