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:03/01/2025

  Type:Service or Repair 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.

  Dec 24/25 hotel stay/paid x $200 ea for two rooms including breakfast for 2/room at chairman's lounge. (also had a third room for $332 not including breakfast) Hotel confirmed in 3 different phone calls lounge would be open for breakfast on Xmas day, but they didn't open and hotel did not advise me of this until standing outside the restaurant on Xmas day with my family. No apology, just vouchers we could spend at ********* or the buffet which would be $20 more each. They did give me a discount on the resort fee but this did not cover the difference at the buffet. They screwed our family Xmas breakfast without apology. I have called hotel twice since then and manager will not call me back. I paid for rooms that included breakfast that they did not make available and it was up to me to fix it, not them which was horrible customer service. I want my money back and a proper apology.

• Initial Complaint

  Date:26/02/2024

  Type:Service or Repair 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 submitted the below form to bclc on Jan 22, 2024, who handles the encore reward cards that are accepted at the ** casinos. I went to RiverRock on Jan 20, ******************************************************************************** with my redeemed points and they subsequently disappeared. I redeem ***** points which translate to roughly $125. I'm an "elite" cardholder which is their top tier reward bracket. I submitted this request and have yet to recieve a response to the investigation for 6 weeks. My understanding is that the River rock security staff needs to complete the investigation but 6 weeks seems quite unreasonable timeframe to not provide any response. This should be a simple check as all records should be digital at the casino. They could easily look at the redeem points, and see that immediately the points were not played. By default, if the redeemed points were not played, it should go back directly to the card as points. This is a simple verification that they can see based on my cards / machine play history that no redeem points were used. Only cash.Message: * ****** ** **** ***** ******* * **** **** ** *** ******** **** **** ****** *** ****** * **** ** **** *********** *********** * **** ** **** ***** ******************* * **** ** **** ***** ******** ****** ** **** ** ***** * ******* *** ***** ***** ******* ******************** **** ******** ** **** ********** ******** ***** **** **** ****** ** *** ******** *** *** ********* ***** ***** * *** *** ** ****** **** ****** * **** * ********** **** *** ***** ******* ** *** **** ******* ***** ******* ** *** ** *** * ****** ******* *** ********** ****** ** ****** ** ***** ** *** ******* *** *** ****** *** ***** ***** *** ****** *********** *** ******* ** **** **** *** ***************** ***** **** ****** ***** ******** ****** *********** ** **** ****** ******* ******* ******* * ***** *** **** ** ** ********* ********* **** ******* *** * **** ** *** ** **** ******* **** ***** ******** ** ****

  Business Response

  Date: 01/03/2024

  Hello,

  The Encore Rewards system is developed and operated by the **************** ******************* (BCLC). The complainant took the appropriate approach to file the initial complaint to BCLC directly as the service providers (River Rock Casino Resort, in this case) have no control. However, upon receiving this complaint, we requested BCLC for a respond on behalf of the complainant. The information River Rock received is that BCLC had been trying to contact the complainant via the phone number provided but had multiple unsuccessful attempts. BCLC also mentioned that they were unable to leave voicemails and unable to release any information via email. BCLC wanted to inform the complainant that the missing points had been reimbursed. Please call BCLC Business Operation Manager, *************** at ************ for further information.

  Thank you.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: 

  Request for Additional Compensation
  
  I am writing to express my dissatisfaction with the resolution provided for my complaint, reference number ********. Despite seven weeks of persistent efforts to recover my points, the only outcome has been a reimbursement.

  
  Throughout this ordeal, I have reached out to your business multiple times for updates, but no progress was made until I escalated the matter with a formal BBB complaint. It's disheartening that Encore BCLC shifted blame to River Rock, and River Rock reciprocated, creating unnecessary confusion.

  
  Despite my attempts to communicate through emails with your support team, I never received a response. I find it perplexing that a simple email response confirming the reimbursement, similar to the one received here, was not provided earlier.

  
  While I acknowledge that my points were finally reimbursed as of 2/28/2024, I believe a mere reimbursement is insufficient given the prolonged 7-week duration of this issue. As a loyal and repeat customer of ********************** Rock **********************, I expected more proactive and effective resolution.

  
  In light of the inconvenience caused, I am seeking additional goodwill for the time and trouble endured during this situation. As initially suggested, I request a night stay at the River Rock Resort as compensation. I am open to non-prime times, including weekday stays.

  
  I appreciate your prompt attention to this matter and a swift resolution to ensure customer satisfaction.
  

  Sincerely,
  
  ****** **

• Initial Complaint

  Date:02/08/2023

  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.

  We booked this hotel *** *** **** *********** July 30/2023 they upgraded us to a suite nice but not needed. Bathroom drain did not work properly so you were standing ankle deep in water nothing nice smelling about toiletries in bathroom went to get ice not working 5th floor called said they would bring some up none came, called again and was told they would get right on it next comes a phone call that the ice machine is fixed great go to get it not working down to the lobby to get my ice. Dinner with family at curves had to ask for service 3 standing around chatting my husband order the $48 steak and what a disaster pencil thin asparagus 3 overcooked mushrooms and the steak was overdone small the presentation was awful my husband not wanting to complain ate a bit out his napkin on his plate and called it done. Next morning went to get coffee as you think the majority of people drink expression that was in the room and was charged $4 but didnt have change so he ended up paying $5 we did talk to the supervisor in the morning and she was very nice and gave us a free breakfast but all in all it did not make for a milestone anniversary very memorable ***** and ********************* *********************************************** ** ************ I truly hope to hear from you even though I am just a drop in the ocean everybody counts.

  Business Response

  Date: 03/08/2023

  Thank you for the opportunity to review and respond. 
  We will refund the guest's stay due to their experience. 
  The relevant departments have been notified to follow up with their teams. 

  Customer Answer

  Date: 04/08/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:20/07/2023

  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.

  We stayed here dozens of times as we are offered free rooms with our players card. Upon check in, you are required to give them your credit card. They put a $100 per night hold on it for incidentals. At check out they are supposed to release that hold. I started noticing my available credit on my card getting lower and lower despite my not using it and couldnt figure out why. After calling my bank to investigate it turns out for our past 10 visits this hold was NOT released after we checked out which equates to $1000 in holds. I called on Sunday and Divine at the front desk had to look through every single one of my stays and manually release each hold. We spent almost an hour on phone doing this but their system only goes back 365 days. I can guarantee there will be more. The front desk could not provide any reasonable explanation for this to happen so many times. She first said its a system error and assured me a manager would get in touch that evening. Well, This was a few days ago and no manager has ever gotten back to me on this. I now have to look at every credit card statement and have my bank release all holds from this hotel dating back years. l need my stays past the 365 **** checked as well and no one will return my emails or calls on this. Can a hotel hold my incidental charge for that long?? a year?? and by the way, i NEVER have had any incidentals so they cannot use that excuse. I have a email from front desk showing each stay where the hold was not released. please let me know what action can be taken so this does not happen to me or other patrons. if its a system error like they claim, then why are they not fixing it? feel free to contact me if you require any further info. thanks

  Business Response

  Date: 21/07/2023

  Thank you for reaching out to us.   I became aware of the situation on Tuesday, July 18th upon return to the office after a long weekend off. 
  I emailed ***********, indicating that we were investigating with our payment provider to find out why this was happening. I advised her it would take a few days as we also wanted to go back to her stays from July 2021 (when we reopened after Covid) to ensure any releases of authorized amounts were released.  
  We also opened a case with our ******************* System provider (cashiering system for the hotel) to investigate. 
  I attempted to call ************ this morning to advise what we found out from them yesterday. 
  
  It is the hotel policy to take a credit card authorization of $100 per night plus room and tax charges when staying with us. As ************ was staying on complimentary nights - we were only taking the $100.  Upon check out - when a guest has charges the charges are put on the card - and once the transaction goes through it releases the amount.  
  In this case ************ did not have any charges - nor did she have any incidental charges.  As she was checking out without charges - the transaction on the credit card never occurred therefore the release did not take place.  
  
  What we are doing to mitigate this going forward is a) continue to investigate with the provider how we can correct this transaction based need.  b)  In the meantime - putting in place a standard operating procedure to manually change the payment method upon check out so it will release any authorized funds. 
  
  I hope to speak to ************ today - if not I will follow up with an email.
  
  

  Customer Answer

  Date: 21/07/2023

  
  Complaint: ********
  
  I am rejecting this response because;

  the situation has not been resolved. changing your policy moving forward helps other guest but doesnt  help me : i need more information (as outlined in a detailed email i sent to them). 1. are these charges to my card or are they holds? there is a difference. 2. holds can be indefinite? how can u legally hold funds for a year on someones card? doesnt that classify as theft at that point? arent there laws around how long a business can do that?

  3. why are you only checking my stays 
  in 2021 after covid??? as i explained numerous times i stayed there many times before that.  based on what you just wrote in your response, this means that every one of my free stays has had this issue. i need ALL stays checked. in 2019/2020 etc. why are you limiting it to only after covid?

  4. your hotel often confused me with a guest named ********************* whos address is on vancouver island and would check me in under his account despite my giving my ID at check in which clearly states my name is ******* and shows a richmond address. i brought it up over and over again after noticing it but only one agent fixed it months later. so i also need those stays checked. if u see any unreleased holds under *********************, those will be mine also. 

  5. lastly these charges to my card are fraudulent and if they do not all get refunded i will have to take further steps to get my money back. so until all of my stays are checked and refunded- then this is not resolved. i do not accept only going as far back as 2021 when i stayed many times prior to that. i need every single stay checked and refunded. 

  6. i would like in writing a list of the total amount of unreleased holds discovered. so far i discovered 10 while speaking with divine at front desk.

   

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:17/04/2023

  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.

  This is mainly about the poker room at River Rock Casino. There's no water station for water refill and the guests have to wait for the waiters to bring water. The waiters comes every 30 min. This is instructed by their Food and ******************* team as this way the waiter can receive tips and split them with the management. In fact, even though tipping is optional, 95% of the guests would tip for a cup of water. There's actually a water machine right in the poker room but it's locked, and a vending machine that charges $2.25 for the bottle water. However, ****** is part of ****** Commonwealth and so a lot of its laws takes their cues from ******. This means that any business that serves alcohol must also provide free water for their customers. Hence I'd like to seek a solution that River Rock opens up its free water station to show more caring towards the guests' well being and minimize both the guests' and the waiters' effort on something that can be self-served.

  Business Response

  Date: 19/04/2023

  Dear **********,
  
  Thank you for being a guest of River Rock Casino Resort and we appreciate your candid feedback. Rest assured weve forwarded your review to the facilitys management for their review and consideration of your proposed solution.
  
  Once again, thank you for taking the time to provide your feedback and for your patronage.