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:09/10/2023

  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 past Labor Day weekend, 2023, it looked like a damn kennel for dogs in the hotel.
  
  I am sick and tired of this resort being over wrought with animals. I myself am allergic and feel like I have no rights! I am also outraged by the amount of supposed service animals that are let into the casino. No one is checking the animals credentials. The owner and animal is supposed to be adequately trained and certified by notary of same. I know for sure that each animal that comes into the casino is not certified because it states in their training to NOT bring them into the casino due to the noise.
  If the majority had our way there would not be animals allowed on this property period!!! Keep your eyes peeled for a new bill from Texas that just hit the house floor that will impose a $500 fine to owners who falsely state their animal is a service animal without certification.

  Business Response

  Date: 09/19/2023

  Better Business Bureau, Inc.
  13104 Eastpoint Park Blvd.
  Louisville, KY 40223                                                                                                                                                                                                                   September
  19, 2023
  
  Dear
  BBB,
              Please
  accept this response to the complaint filed by a guest of French Lick Resort concerning
  our Pet Friendly policy and adherence to Americans with Disabilities Act (ADA)
  regarding service animals.   
              The
  ADA requires business establishments to accommodate guests with disabilities
  and their service animals.   By law, businesses are restricted from inquiring
  as to the nature of the person’s disability, or to require a service animal to demonstrate
  tasks performed on behalf of the person.
              Our
  inquiry into this complaint revealed that during the weekend in question, four
  (4) service animals entered into the casino, three (3) of which remained in
  carriers.
              We
  take customer satisfaction seriously and strive to provide clear communication
  and transparency in all our dealings. Ensuring equal access to our facilities for
  all individuals, regardless of their abilities, is paramount to our business.
  Thank you for bringing this complaint to our attention, and we appreciate your
  assistance with this matter. We remain committed to upholding the highest
  standards of customer service and satisfaction.
                                                                                                  Sincerely,
                                                                                                  French
  Lick Resort

• Initial Complaint

  Date:06/23/2023

  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.

  I made reservations for 2 hotel rooms and specifically asked what the deadline was that I needed to cancel by, in order to not incurr any cost, penalty, or fee. I called and cancelled the reservation for 1 of the hotel rooms within that timeframe. They charged my credit card for the down payment and refused to refund for the cancelled room. I called and spoke to a manager (******) and was advised that their contract with the dance company 'Spotlight' was a non-refundable deposit. I told her I did not make my reservations/contract through Spotlight, I called French Lick Resort directly and specifically asked for the timeframe where I could cancel without $$. She advised that it was not a penalty or fee but a non-refundable deposit. I reviewed the documentation I received in the reservation confirmation, and it did not clearly state this and I had no idea what their contract with Spotlight was. Since I kept the reservation for the 1 room I asked if they could please apply that down payment amount to the room we still had. She refused and repeated that their contract with Spotlight allowed them to keep the deposit. I was also charged the balance for the room we kept which I am fine with, I am just wanting them to refund the down-payment for the room reservation we cancelled within the communicated timeframe.

  Business Response

  Date: 07/25/2023

  Dear BBB,
  
  Please accept this response to the complaint filed by a
  hotel guest regarding a non-refundable deposit.  In the complaint, the
  guest did not receive back a deposit for canceling one of the two
  room reservations made. Additional information regarding this matter will
  better explain the process and this situation.
  
  Regarding Groups, discounted
  rates are often negotiated in which Group attendees who book under a Group code receive a discounted room.  When a guest books with the
  discounted group rate, they are advised a nonrefundable deposit applies
  on all rooms reserved by a guest.  This nonrefundable deposit applies to
  each individual room, even if one guest is booking multiple rooms. The nonrefundable deposit is equal to a group’s rate of one night’s stay. This ensures
  that the Resort can offer discounted rates to Groups, as it guarantees their commitment
  to the reservation.
  
  The guest, when initially booking the rooms,
  was informed of the nonrefundable deposit per room by the reservation agent and that it would apply to both rooms effective immediately
  upon booking. In later communication, the guest called to alter the
  reservation. At this time, the guest was again reminded of the nonrefundable
  deposit on both rooms originally reserved.  
  
  We take customer satisfaction seriously and strive to
  provide clear communication and transparency in all our dealings. Thank you for
  bringing this complaint to our attention, and we appreciate your assistance with this matter. We remain committed to upholding the highest standards of
  customer service and satisfaction.
  
  Sincerely,
  
  French
  Lick Resort