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| - I'm giving them 1 star for the quality of service that was given during and after my stay. I rented a room for a staycation for my boyfriend's birthday. When we opened the door to my suite there was a RANDOM foreign stranger in our room. Apparently the doors to the adjacent room weren't locked after cleaning and he found his way to our side. The language barrier was an added touch of difficulty in trying to get him to leave. Simple mistake I suppose, but an embarrassing start to my surprise for my boyfriend.
Then, I wasn't told about the extra hidden fees at the time of check in until it was time to check out and I was told my $50 deposit wouldn't be refunded in full since it would go towards our "grand experience fee".
Later, we got back home and my boyfriend realized he forgot his tie (one that I'd just gifted to him) so we called lost and found and was told our suite had already been cleaned and nothing was found. The employee said they would send someone to double check the room and call us back. LITERALLY 2 minutes later, we received a call back saying there was no tie. They must've thoroughly checked our room -_-
A week later my boyfriend called lost and found again in hopes it'd pop up and it did! Same pattern, brand name, room number, and date it was lost. The worker gave him a confirmation number to pick it up and two days later when he drove down to get it, lost and found said "it's already been picked up" WHAT??? I understand lost and found is a courtesy, but if it's confirmed it's been found, I hold the company responsible for the item until it's returned to the proper owner. Why was he given a confirmation number? Are lost and found items given to any claimant without proof? The worker even insisted that he remembered my boyfriend coming in for it. After my boyfriend had to argue he DIDN'T claim it already, lost and found told him they'd have to look through their inventory again and that "it would be a while". FORTY MINUTES later and the tie was finally brought out. All too much hassle for what should've been 5 minutes in and out.
Overall, I wouldn't recommend this hotel to anyone I know. I chose it because of its walking distance to surrounding bars and restaurants, but with all these mishaps added along with the lack of guest service, my experience was poor. If you're looking for a suite in the downtown area, opt for another casino.
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