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Business Profile

Casino

Isle Casino Hotel
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/30/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    During my stay I had several issues. The first being the **** was not working in my room. I had to switch rooms, closer to the elevator which was pretty loud but the **** still barely worked, it was slow and disconnected often. The view out the window from the room I was in was the top of the lower part of the building. There was nothing but ************ and utilities to look at. There were several odors throughout the entire hotel that caused me to have migraines. There was a different smell in the lobby, in the hallway and in the room itself. This hotel also engages in deceptive business practices. I prepaid for my hotel stay but was still charged $165.76 in taxes and fees upon checking out. This added a substantial amount to the overall cost of my stay. Had I known this I would have stayed a different hotel altogether.

    Business Response

    Date: 08/21/2024

    Good Morning, *****.

     I would like to thank you for your feedback and apologize for your concerns. Unfortunately, I am unable to locate a reservation with your name, phone number, or email attached. Could you please provide more details on your stay? I would be able to locate the reservation with the name on the reservation, dates of stay, or room number. 

    Thank you,

    *************************

    Hotel Operations

    **************************************************

  • Initial Complaint

    Date:03/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Complaint: 21363253

    I am rejecting this response because: I have not received a refund.

    Sincerely,

    *********************** after the fact. She responded she absolutely could. Then she claimed I was yelling ,which I wasn't, refused to get a supervisor, said I could complain to myself and then hung up.I called back asking again for a manager. She then claimed she was the manager and hung up again. This was easily one of the worst displays of customer service I've ever witnessed.

    Business Response

    Date: 03/05/2024

    *****, 

     Thank you for your feedback. Your credit card has been refunded. In the future, please note that upgrades can not be paid for with points. 

    Have a great day, thank you. 

  • Initial Complaint

    Date:01/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 at the isle hotel **** 2 nights for a softball tournament. The weather outside was below zero our heat in our room was not working the vent was blowing in cold air we had to turn it off so the room didnt get worse.We went to the front desk they said maintenance was gone wed have to wait till the morning for them to look at it we were told we shouldnt have to pay for the room that night but when we checked out we were charged anyways for the room. We stayed here before and this time we were disappointed froze our butts off all night. ***** that one person at desk say we wont pay for the one night but then the next day we check out its like no big deal and we pay full price

    Business Response

    Date: 02/01/2024

    Good Evening, *************** 

     I apologize for the inconvenience you encounter during your visit. As well as the delayed response. I am having troubles locating your reservation. I searched via name, phone number, and email. Could you please provide the name for the main guest on the reservation or the dates that you stayed. This way I can look into this concern further. Please feel free to email me directly, ********************************************* I hope to hear from you soon and reconcile this matter.

    Thank you for your time.

    ******

Isle Casino Hotel is BBB Accredited.

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