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:09/18/2024

  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.

  FAMILIES STAY AWAY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!My daughter wanted a hotel party for her birthday so we booked Ameristar because of the location as well as having the arcade and the pool on Sept 13 and Sept 14. 2 days before the party I called the hotel to make some changes to the room and the desk notified me that they don't allow children in the pool area on the weekend. I later found out its because of their "high roller" players complaints about being surrounded by children. THIS IS ABSOLUTELY CRAZY. During the week children are at school why in the world would they exclude children on the weekend. My girls were in the lobby and arcade and called and told me someone told them they could not be in the arcade alone because they property is on a casino.. Which the casino has its own entrance on the other side of the hotel. It should also be stated clearly on the site that the do not allow children in the pool. No where on the site did it state this information.

  Business Response

  Date: 10/04/2024

  Good morning,
  
  Thank you for reaching out to us regarding your recent stay at Ameristar Casino Resort Spa. We truly value your feedback and appreciate you choosing our resort for your family getaway. I understand your concern about pool, especially when having younger children. Please allow me to explain our policy and the reasoning behind it.
  
  Ameristar Casino Resort Spa is primarily dedicated to providing an entertaining experience for our adult guests. While we do offer family-friendly accommodations, our main focus is on creating a relaxing and enjoyable atmosphere for adults who come to our resort seeking leisure and entertainment. As part of our efforts to best balance the needs of the majority of our guests, we have a policy in place that restricts access to the pool area to guests who are 21 and older on Fridays,Saturdays, Sundays, and major holidays. This policy was implemented several years ago and is communicated on our website during the pool season. It has been very well received and appreciated by many of our guests who seek a tranquil and adult-oriented environment during their stay.
  
  We understand that this may have caused some inconvenience for your family, and we sincerely apologize for any frustration this may have caused. Your feedback is invaluable to us,and we will continue to strive for ways to enhance the experience for all our guests.
  
  If you have any further questions or concerns, please do not hesitate to reach out. We hope to have the opportunity to welcome you back in the future and provide you with a more satisfying experience.
  
  Thank you for your understanding.
  
  Best regards,

  ***** *****

  Vice President & Assistant General Manager

• Initial Complaint

  Date:05/23/2024

  Type:Sales and Advertising 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.

  We recently stayed at The Ameristar Casino in St Charles, **. We scheduled an overnight stay because the had Craps tables according to their website. What they didnt tell us was that they do not have regular tables. They have the regular tables, but do not use them for their customers. Customers assume that they will use both, as all casinos do. So we payed for a hotel that we didnt want to stay at due to their lack of Craps tables. Also, when we requested to play poker, we were told we couldnt sign up until the morning of the game. When we called the eve before to ask a question about the game, we were told there had already been 13 players signed up. ?! There are only 10 people allowed to play the game. We were told a different story by two of there employees the day before the game. The general manager here is ************.

  Business Response

  Date: 06/05/2024

  Sincere Apologies and a Special Offer for Your Next Stay

  I am writing to express our sincere apologies that your recent visit at Ameristar Casino Resort Spa did not meet your expectations. We genuinely value your feedback and regret that your experience was less than satisfactory.
  
  At Ameristar, we take pride in offering a diverse array of gaming options on our casino floor, similar to other casinos. These offerings are available at various times, influenced by several factors, including guest demand and the optimal allocation of our staff to ensure the best possible experience for everyone.
  
  We understand that there may have been some confusion regarding the availability of certain games. While our website aims to showcase the variety of games we offer, it does not guarantee their availability at all times. Instead, it reflects the range of options we typically provide.
  
  As a gesture of goodwill and to demonstrate our commitment to your satisfaction, we would like to invite you to enjoy a complimentary night stay at our resort. We recommend planning your visit for a weekend, as this is when we tend to have the most gaming options available, and we hope this will allow you to experience the full range of what we have to offer.
  
  Please contact our reservations our Executive Admin, *************************  to arrange your future stay. We look forward to welcoming you back and providing you with the exceptional experience you deserve.
  
  Warm regards,
  
  

   

  Customer Answer

  Date: 06/13/2024

  Complaint: 21754461
  
  I am rejecting this response because:
  
  We do not want to return to this business. The offer that was made does not resolve our issue. We would prefer a refund of our overnight stay at the hotel.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising 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 the 30th of January 2024, I booked a hotel for my 40ish year old niece who was getting married today, February 2nd, 2024. I booked on Ameristars website with my credit card and entered her name as the hotel guest. No problems booking, no flags. My credit card was charged. I sent my niece a picture of the registration confirmation for check in. She lives a state away and calls me because she is trying to check in. The front desk employee was telling her I had to drive there with my credit card and ID to check her in. What??? I explained I had already paid for everything. Could I send them a picture of me, my ID and credit card? No. Could I verify my identify any other way? No. What could I do? Nothing but drive a state away with my niece and new husband waiting on their wedding day!! I ended up calling back after they supposedly will be crediting my credit card (in 5 yo 7 days!) and asked to speak with a supervisor in reservations who was unapologetic, pretty rude and overall uncaring about my niece and the whole situation. My niece ended up having to pay for the room. My niece was publicly humiliated by the experience. I'm mortified because this was my ****** gift to her. And now she had to pay and thankfully she even had a credit card on her in her wedding dress! Just so awful and embarrassing. I make reservations for my staff using my credit card often and have never had this extreme of an issue. I tried to call resolve the issue or just be heard that their booking site needed to have some sort of flag that would pop up and state that the card used in booking MUST be present with the hotel guest. I think for my niece's embarrassment and aggravation on her wedding day, the hotel should pay for her stay at the very minimum.... this was awful for her.... and me as a gift give too, to be honest.

  Business Response

  Date: 02/05/2024

  We understand your frustration and apologize for the inconvenience experienced. However, as per our Terms and Conditions and PCI compliance standards, we require the credit card and ID to be presented upon check-in for security purposes. We are unable to offer compensation in this instance. With credit card fraud, identify fraud and stolen data on the rise, maintaining a safe environment for charge card transactions is of the utmost importance. 

  Payment card industry (PCI) compliance helps ensure the security of each businesss credit card transactions. Businesses must be compliant with 12 operational and technical requirements to protect customers cardholder data. 
  PCI compliance standards help avoid fraudulent activity and mitigate data breaches by keeping the cardholders sensitive financial information secure. Unsecured credit card information is more likely to be hacked. Hackers can then use sensitive information about the cardholder for a multitude of fraudulent activities including identity fraud. That is the reason we cannot take any credit card information in the manner you were attempting on the night of arrival. 
  

  The ID policy is a standard procedure to ensure the security of all guests and the requirement is outlined in the terms and conditions you agreed to upon booking. This policy is common in the industry and followed by many guests to our hotel and resort without issue.

  If you have further concerns, please feel free to contact us directly.