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:05/13/2024

  Type:Customer Service 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.

  Member of Penn gaming by being a member they track my spending and comp me accordingly. On April 6th checked into a comped room and was spending most of the time on gaming floor. Went to room and while some friends came up in room couple hrs while there one friend said tv not coming on so on the way to gaming floor passed the desk and informed them the TV wasn't coming on they said cox was having technical issues. 2 more times informed the dest the TV is not working the again stated technical issues with cox cable they never sent a technician to check tv. I checked out on the 9th and on the 12th was informed that my card was being charged. 1000$ for a damaged tv. I did all I knew to do wen TV didn't work or come on and that was report it to the desk. Which just blew it off with a cox is having technical problems. With the Penn membership come the comps all comps are on hold untill the 1000$ dollars bill paid. I can list the comps I'm not able to receive if necessary. Tried emailing mngmnt but have gotten no response.
  The TV never worked for the duration of my stay. I reported this to the desk and they took no action tried contacting mngmnt and they also took no action other than charge me 1000$ and freeze my comps

  

  Business Response

  Date: 06/18/2024

  6/18/24
  
  
  To whom it may concern:
  
  In response to Mr. ****’s claim and dispute of the charge
  for the damaged television. Mr. **** did in fact stay at L’Auberge Baton Rouge
  4/6/24 – 4/9/24. Upon Mr. ****’s checking out of the hotel our housekeeping
  team entered the room to provide normal cleaning services and prepare the room
  for the next guest, which is normal protocol. When entering the room, the
  housekeeping team reported the television had been damaged (Photo Attached).
  There were no reports during Mr. ****’s stay regarding anything wrong with the
  television. As evidenced in the photo the television had to have been struck
  with something to cause that level of damage. By Mr. ****’s own admission to
  his host when discussing the charge for the damaged television, multiple people
  had access to his room. Mr. **** was the responsible party listed on the
  reservation and that is subsequently why he was charged for the damage.
  Regarding complimentary items referenced in Mr. ****’s
  complaint. It is customary in our business to offer discretionary comps along
  with direct mail marketing offers, all of which are earned based on the
  individual guest’s play. Discretionary comps are offered based on play and
  require the guest to be in good standing to be offered. Once Mr. **** pays for
  the damaged television his account will be updated and he will be eligible for
  discretionary comps based on his play moving forward. All of this has been
  explained to him by his assigned host.
  
  ***** ********
  
  VP/AGM
  L’Auberge Baton Rouge

  Customer Answer

  Date: 06/18/2024

  
  
  Complaint: 21697156
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:01/22/2024

  Type:Customer Service 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 am an Elite card holder (2nd from the highest) at Lauberge Casino BR, almost Owner (highest card) and have maintained this for several years. With this status a casino host is assigned to me.thats a joke in my opinion !!
  My complaint is after spending lots of money (didn’t get to this level and maintained it for nothing, right!) I am only awarded $10-15 a week free slot play, $15-20 week food credit, $15-20 gift card when they have this promotion….and the list goes on!! I’ve compared my status with friends who are levels lower and they recieve considerably way more perks!! I have contacted my “host” lol and his explanation was “you just spend enough”!! I find this very offensive and insulting!!
  I have called, emailed and even sent a complaint on their website and got no response!!! I would like for upper management to take a look at my win/loss statements with an explanation!!
  I visit the casino at least 3-4 a week, that should mean some, right???
  I have a client who goes maybe once a month and she receives 5 time the amount of promotions, perks and free play!! So which is considered a value client to Lauberge??
  I know this is probably a waste of time but would like for someone to contact me?
  P5000012263-do the research with is #

  

  Business Response

  Date: 02/05/2024

  Thank you for your inquiry and feedback. Our Director of Player Development, ***** ******, reached out on Friday, February 2 and left a voicemail so that you could get in touch with him at your convenience. We look forward to speaking with you.

• Initial Complaint

  Date:01/02/2024

  Type:Customer Service 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.

  On dec. 19th 2023 my wedding Anniversary my husband and I spent the night at the Hotel, It was freezing cold in the room, we tried adjusting the thermostat, but the room never warmed up so we finally, decided we would go to bed with all our clothes on, so we did. About 10:30 pm the phone wringed it was the front desk attendant, he said we were smoking in the room, we were smoking tobacco or drugs, I tried explaining to him that this was not true, he said he had to go by what his smoke alert said, and he will be charging $250.00 to my card, I told him that I did not authorize him to do this but he did anyway, and I should take the matter up with the front desk in the morning, and if, his alarm goes off again we would be evicted out of the room. I am 70 years old and my husband a disabled veteran is 75 years old, imagine that at this time of night, Thank God his alert didn't go off again. The next morning, I went to the front desk spoke with the supervisor, he informed me he could not take care of this matter, he gave me a number to speak with Mr. ***********, I have tried calling Mr. ************, several times I have left two messages I have not heard back from him yet, I have been going this casino hotel since it first opened, I have never had any problem , I don't understand this can someone please tell me what should I do next.
  Sincerely

  

  Business Response

  Date: 02/08/2024

  Mrs. ********

  I apologize for the experiences you had while staying at our hotel. From the thermostat, to the smoking charge, to the lack of follow up by our team, I'm truly sorry. Our team has refunded you the $250 from the smoking fee. That credit should be posted to your account in the next 2-3 business days.

  Again, I apologize for the experience you had with us. I hope you give us another chance so we can show you the level of service our team is capable of delivering.

  Sincerely,

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

  General Manager

  L'Auberge Baton Rouge Casino Hotel 

• Initial Complaint

  Date:08/23/2023

  Type:Customer Service 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.

  My husband and I had received a promotion by mail which was that the amount put on My Wallet would be matched. On 6/24, we visited Lauberge and the cashier was given $50 for each of our player cards *********** (***** *******) and *********** (*** ********. Because I was not confident in the cashier at the My Choice window's handling of the transaction, I held on to my receipt when she explained that it would take 7-10 days for the matched funds to appear on the card. After waiting until 8/12, the funds still did not appear, so we visited the casino and inquired at the My Choice window. The cashier took both receipts with both my husband and I present and walked away from the counter to the back. She returned stating that a supervisor would be calling me. On Friday, 8/19, I received a call and was informed that the $50 would be credited to my account. I inquired about the $50 to my husband's card and was told that she had no information on his! I explained that two receipts were shown and he was standing there with me at the time. She stated that she would look into it and credit his also if found. Well, I waited for 5 days and there was no credit issued to my account, so I called. There was no answer and I left a message about the matter. A couple days later the money was credited to me. As of yet, the money still not has been credited to my husband's account! This is very upsetting bc it should have been done without any follow up in the first place! What if I had not kept the receipts?!!! This is very disturbing to think that people are being taken for their money and that there is incompetence shown on behalf of Lauberge in more than one respect. Not posting the credit initially and then not fixing the mistake in a timely manner! My husband still does not have his money. The receipt number is hard to read on one and appears to be ********** 4:51:31 pm. The other is ********** 5:05:32 pm. See uploaded copy attached.

  

  Business Response

  Date: 08/24/2023

  We're disappointed to hear about your negative experience and that we didn't deliver the promised deposit match for our PENN Wallet promotion in a timely manner. We've added $100 in PENN Cash to your husband account- $50 in PENN Cash that we owed him and $50 in PENN Cash for service recovery. We apologize for the inconvenience this caused. If you have any additional questions, please don't hesitate to reach out to me at *********************************. Thank you and have a nice day. 

  Customer Answer

  Date: 08/25/2023

  
  
  Complaint: 20508307
  
  
  
  I am rejecting this response because:  I would like additional attentional given to ***** matching funds, as I am realizing that this player card previously had $23 dollars on it prior to the deposit of the $50, so it now only has $48 on it, therefore, if $50 were credited to it, there should be a total of $73 and not only $48, so it actually does not appear that the $50 match was applied to this player card either, so can this be researched as well.  After thinking more about this matter after sending the BBB complaint, this occurred to me, so my apology for the confusion and any inconvenience caused.  I am pleased with the resolution on ***** *******'s problem and thank you.  Please provide resolution now for *** ********* player acct.  Card number previous provided.  Thank you again.
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:06/12/2023

  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.

  On Saturday, June 10th, I called Lauberge to inquire about the new all you can eat crabs at Bon Temps Buffet. I was told it was open until 11 pm and was given the cost and told it included corn and potatoes. My husband and I drove from Watson there and arrived at 10 pm to be told by the gentleman manager that he was no longer seating and went on to say that reservations made from 3 pm that day were still being sat (which to me sounded to be far fetched). Furthermore, no where on the social media post does it mention reservations suggested or required, nor did the person giving information on the phone mention this! Also, it was an hour before closing. There was no line and there were plenty seats available! This makes no sense! Very disappointed. The manager showed no sympathy and offered no apology.
  
  My husband and I have visited Lauberge often in the past. Another problem that has been found with this casino is that it is very very difficult to get a cocktail! We spend hours there and spend a whole lot of money and on a good night might get a couple drinks! It is pathetic and I hear others complain as well! This casino is far from hospitable!!! We have decided to go much less often as a result!

  

  Business Response

  Date: 06/21/2023

  Thank you for taking the time to speak with us on the phone earlier today and for giving us another chance to turn this experience around. We look forward to seeing you here again this Saturday, June 24. Should you have any additional questions, please don't hesitate to reach out to us at LBR.************************************** Thank you. 

  Customer Answer

  Date: 06/23/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20175762, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******