Complaints

This profile includes complaints for Harrah's Hotel Casino's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Harrah's Hotel Casino

  777 Harrahs Blvd Atlantic City, NJ 08401-1911

• 

  Harrah's Hotel Casino

  1725 Brigantine Blvd Atlantic City, NJ 08401

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:04/19/2025

  Type:Order 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.

  3/15/2025 booked a night stay at this stated hotel. Upon arriving in room bed had urine in it. When explained situation to guest services was given a downgraded room which price was much less then original room paid for. When told if I wanted a similar or upgraded room I would need to pay. Called several times to get an explaination on where their policy states of not refunding or upgrading guests for hotel establishment's unsanitary conditions. A month later still no explaination from hotel. Room charge was ****** for king bed room and was downgraded to a double full size bed room.

  Business Response

  Date: 04/19/2025

  Thank you for bringing this matter to our attention. Please accept our sincerest apologies for the condition of your room upon arrival and for the inconvenience caused by the downgrade in your accommodations.
  What you experienced is far from the standard we strive to uphold. We understand how upsetting and disappointing it must have been to encounter an unsanitary room, followed by a less-than-satisfactory resolution. This is not the level of service or cleanliness we aim to provide, and we deeply regret that this situation was not handled with the care and urgency it deserved.
  We also sincerely apologize for the lack of communication and follow-up after your multiple attempts to reach out. Your concerns are completely valid, and we understand how frustrating it must be to feel ignored and unheard.

  Customer Answer

  Date: 04/19/2025

  
  Complaint: 23224870
  
  I am rejecting this response because:

  Niether desired resolution was given. Nor an explaination of the hotel's policy on dowgrading guests if its the hotel establishment's mess up and provide's an unsanitary room. No refund given
  
  
  
  Regards,
  
  ****** *********

  Business Response

  Date: 04/21/2025

  Hello ******
  Thank you for reaching out to us here at **********************

  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  

  We apologize that your experience did not meet your expectations due to the issues that you outlined in your email. We know how much our customers look forward to visiting us here in ************* and we are committed to delivering products and services that make it easy for everyone to enjoy their stay at our hotel.

  We regret that these issues left you with a poor perception of our hotel. We hope that you look at this as an isolated incident and that it will not deter you from revisiting us. 

  Due to the issues, you have outlined in your email, we room changed you and also issued a $50 Food & Beverage credit to your reservation. 

  If you have any additional questions, please reach out at *********************************** or call at ************ option 9.

  We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.
  
  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
  
  Sincerely,
  Fina
  Customer Relations  
  ********************

• Initial Complaint

  Date:01/28/2025

  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.

  Booked suite at Harrahs *********************** booking notes put that we need a crib or ************ We checked in at 2:30. They said it would be up shortly. 7:30 still no crib. I went down. They said it would be expedited. 8:30, still no crib. At this point our infants sleep and health are getting put in danger. We would have never brought an infant if they told us they didnt have cribs. Finally 9:45 a crib arrives. The front desk offered zero help. Our sink did not drain. We told the housekeeper that dropped the crib off of this. We had suite 801. When I called Harrahs they said since I only gave the request to a housekeeper and not a formal request they couldnt do anything about it.Overall the staff was awful. The room was unfit for use, let alone the luxury amount they charge. They put my infants health at risk. When I called about the crib situation they replied with we had a cheerleaders event this weekend and were very busy so it was hard to get to thatMy stay was January 24th - 26th Overall I was not only disappointed by the treatment my family received, but also disappointed by the response of sorry we had cheerleaders in town. Businesses like this should be shut down. I would have been happy with them just taking the first night off the bill. But how they continue to treat me and Im sure others needs to be inspected.

  Business Response

  Date: 01/28/2025

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.  
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.   
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening. 

   

  please email your compliant to *********************************** for better assistance

• Initial Complaint

  Date:01/20/2025

  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.

  From January 18 to 20, 2025, my husband and I visited Harrahs Casino in ********, **. Upon entering, I presented my driver's license to the security guard, and I was immediately struck by his unprofessional behavior. His tone was rude and condescending, and his comments left me feeling targeted because of my cultural background. The situation worsened when I attempted to cash in my tokens. Once again, I showed my driver's license, but the female cashier treated me with visible disdain. She wrote my name on a piece of paper, her expression suggesting disgust, and then began whispering to a colleague while maintaining the same negative demeanor. When she asked where I gambled, I indicated that my husband had played. Without hesitation, she insisted that he needed to cash in the winnings and slid my ID back under the window.I then brought my husband, who is of Asian descent, to handle the transaction, and he was treated with the respect I had been denied. Observing other guests at the cashier's window, it was clear that none of them, who were of different ethnic backgrounds, experienced the same disrespectful treatment I did. I am deeply disturbed by the blatant racism exhibited at this establishment and the fact that it appears to be tolerated. I feel compelled to bring this matter to the attention of the media as a whistleblower.

  Business Response

  Date: 01/20/2025

  Hello ******,

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Sincerely,
  *****
  Customer Relations
  ********************
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  Description of complaint:On Nov 3rd, 2024, that Sunday, ******** Casino valet parking attendant towed my vehicle. A place where you would expect that personal touch. Valet parking is where the attendant is responsible for the personal belongings of one's primary & sometimes only form of transportation. Just before arriving at ************** I had engine work done on my 2014 Jeep, Cherokee for $1800. Before seeing the vehicle, management at this establishment stated that they would be getting us a new vehicle that, this is totally their fault, don't worry. Now ******** states that they are putting me back where I was. ******** did take responsibility for the negligence involved thru the generic way, insurance. What ******** does not realize is that they are not putting me back where I was. I was financially debt free from a car note, I paid my last to get the engine work done before coming to ******** to patronize them. Where little did I know that turning my keys over to an high-end establishment that I would receive the nightmare of my life. Just because I wanted to patronize you. I planned to retire and have some ***-way from a car note. What ******** has done is to put me in total chaos. I am physically & emotionally distressed. I can't even think, especially after trying to move forward and get another vehicle. We did receive the Book value for the vehicle, but I cannot afford the payments and have a vehicle that's dependable. ******** has put me into a financial rut. I am hereby asking ******** to compensate me beyond what the insurance settled for, to go "Above & Beyond" in this situation and cut me a check for $20,000, so that I can have payments that I can afford. This whole experience has changed "MY LIFE". Please if you couldsee to assist a littlemore.... It would be appreciated,,,,

  Business Response

  Date: 12/13/2024

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.  
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.   
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening. 

  Please email our compliant department at *********************************** or call ************ Monday- Thursday 10am-6pm eastern time

  Customer Answer

  Date: 12/22/2024

  
  Complaint: 22681031

  I am rejecting this response because:
  This experience and your response did not meet my expectations. This whole experience threw my life into a downward spiral. Just because I wanted to patronize ******** Casino and to do something as simple as valet parking. Your customers trust that turning their keys over would provide a safe return for a vehicle that is a necessity in life. This act of reckless & careless negligence created a financial hardship for me. As per ******************************* stated, there was some foul play in this situation. They stated if the driver was doing the speed limit in the parking garage this type of damage could not have happened. That is why a citation was given for reckless driving to your valet driver. I have attached photos to confirm such actions. Immediately following the accident, we were taken to the elevator where we were told by your management team, ****** ******** "that ******** would be replacing the vehicle with a new vehicle after all this was their fault". We also later found out that there were two valet drivers in my vehicle which is a No-No policy by ******** that should have never happened. There should have been only 1 driver in the vehicle. If your greatest concern is customer satisfaction, I am hereby asking to assist me in purchasing a vehicle that is dependable, but yet affordable. However, a financial adjustment for $20,000.00 is the request I am hereby asking for. This adjustment would assist in putting me in a less stressful situation. I am hoping you can see this matter from my point of view. At my age, I need a dependable vehicle, low payments, and a strategy to move forward with the assistant of ******** Casino. 
  Please refer to the attached pictures to see my chaos. I trust ******** Casino to make this as seamless as possible. 
  
  I would appreciate your help in rectifying this matter.
  
  Regards,
  
  ******* Love
  
  
  
   

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 writing to file a complaint regarding my stay at Harrahs ************* from November 15 to November 17, 2024. As a disabled guest with **********************, I rely on accommodations such as mobility assistance to manage pain. Despite assurances at check-in that ****** assistance would be available if needed, I experienced neglectful and dismissive treatment that left me in worse physical and emotional condition than when I arrived.On November 16, 2024, I walked a long distance from the ************* to the ************ desk, where my pain worsened significantly. Upon arriving, I realized I had forgotten my ID and explained my severe pain to the staff, requesting an ****** to assist me back to my room. The supervisor was dismissive, questioned why I was crying, and ultimately hung up on the ****** service call after I began recording due to her unprofessional behavior. She walked away, leaving me without assistance. I was forced to return to my room unassisted, during which I dropped items from my wallet and had to rely on bystanders for help, as staff did not intervene.When I finally reached the front desk, a manager listened and arranged for an ******, but by then, my pain had intensified. Later, I attempted to use the pool hot tub for relief, as I had been assured it was free, only to be informed I would need to pay, which further added to my frustration.Additionally, the phone in my room did not work, raising serious safety concerns. When I used my cell phone to request assistance, I was told to come to the front desk in person despite explaining my inability to walk long distances. This disregard for my condition compounded my pain and emotional distress.The cumulative impact of these incidents included severe physical pain, emotional distress, and public humiliation. I expected a supportive, accessible environment but was met with neglect and mistreatment.

  Business Response

  Date: 12/06/2024

  Hello ********,

  Our records show that you have been in communication with our customer relations team regarding these issues. Please continue to communicate through that channel.

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

   

   

   

  Customer Answer

  Date: 12/06/2024

  Complaint: 22606754
  
  
  I am rejecting this response because it fails to address the specific concerns I outlined in my complaint. While ********************* acknowledged my communication with their customer relations team, this response does not address the incidents of neglect and disrespect I experienced as a disabled guest, nor does it propose any resolution.
  
  
  My concerns remain unresolved, including:
  The failure to provide reasonable accommodations, such as ****** assistance, despite assurances at check-in.
  The dismissive and unprofessional behavior of staff that exacerbated my physical pain and emotional distress.
  Safety concerns stemming from a nonfunctional room phone that left me unable to call for help.
  Misleading information regarding pool access, which added to my challenges during my stay.
  
  
  Simply redirecting me to customer relations, where no meaningful resolution has been provided, is insufficient. I request a substantive response that addresses these issues directly.

  
  Regards,
  ******** ********

• Initial Complaint

  Date:11/20/2024

  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.

  Absolutely atrocious check-in process with machines that continually require you to repeat your work (scan your driver's licence, insert your credit card, decline upgrade) just to send you to the front desk. A massive, slow moving line of people blasting TikTok videos without headphones in a lobby that reeks of smoke despite the conspicuous "No Smoking" signs. I'm having a migraine from all the overstimulation!

  Business Response

  Date: 11/20/2024

  We apologize that your experience did not meet your expectations due to the issues that you outlined in your email. We know how much our customers look forward to visiting us here in ************* and we are committed to delivering products and services that make it easy for everyone to enjoy their stay at our hotel. We regret that these issues left you with a poor perception of our hotel. We hope that you look at this as an isolated incident and that it will not deter you from revisiting us. Please be assured that we have forwarded your comments to our Hotel Management Team as they will work diligently towards correcting the breakdowns you mentioned and the level of service we provide.  us why here...

  Sincerely

  Customer Service

   

  Customer Answer

  Date: 11/20/2024

  
  Complaint: 22584066
  
  I am rejecting this response because:
  
  Based on my interaction with the front desk staff, this is an ongoing issue and not a one-off occurrence. ******** has not actually done anything to address the issue or prevent it from happening in the future.
  
  Regards,
  
  ***** ****

  Business Response

  Date: 11/22/2024

  Hello *****,
  Thank you for reaching out to us here at **********************

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.  
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.   
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening. 

  If you need further assistance, please don't hesitate to contact our customer relations team at ************** (option 9) from Monday to Thursday, 10 am to 6 pm, or email us at ************************************ Our agents are always happy to help.
  
  Please let me know if you have any other questions or concerns.
  Once again, thank you for taking the time to contact us. We are excited to have the pleasure of welcoming our guests back and look forward to serving you very soon!!
  Sincerely,
  ******
  Customer Relations
  ********************
  THE APP THAT GETS YOU MORE 
  The free ********************** app gets you more - more offers, more information, and more ways to explore ********************* hotels, resorts, shows, restaurants, and nightclubs worldwide. 
  *TEXT THE WORD "MOBILE" TO ****** TO DOWNLOAD.*MESSAGE & DATA RATES MAY APPLY. 
  *Book with us Now! *********************************;

  
  

• Initial Complaint

  Date:11/12/2024

  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.

  My phone was stolen by an employee (casino server) and the issue was completely disregarded. I didnt get an accurate response. She purposefully spilled a drink on me and stole my phone. I had witnesses. And the security team was very nonchalant about the matter.

  Business Response

  Date: 11/22/2024

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.  Have you filled out a complaint and lost & found form? If not, I highly recommend you do so we could further assess the situation. Click here to submit a lost & found inquiry >> ******************************************************* .
  
  

• Initial Complaint

  Date:10/17/2024

  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.

  I checked in to the hotel on 9/12/24. With my boyfriend and Aunt who was from out of town. On 9/13/24 around 4:30-5pm there was a knock on our hotel room door. It was a family member who had not received information on our room number or where we were staying by me, or my companions. I learned from the family member that, they had gotten the room number and where we were staying from the front desk person. Only needing to provide my full name. I told the manger on staff the following day, and I also emailed in a complaint to the hotel. Nothing has been done, no one has apologized. They told me they had to investigate but I have not heard anything back over a month. Not only is this a violation of my privacy but it is also a security risk.

  Business Response

  Date: 10/18/2024

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.  
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.   
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening. 

  Customer Answer

  Date: 10/19/2024

  
  Complaint: 22434783
  
  I am rejecting this response because: I still have no received anything from them as a refund or credit for my stay.. my safety and security In their hotel was breached and they have not reached out directly to me even after sending them a message Directly. 
  
  
  
  Regards,
  
  ********** *****

  Business Response

  Date: 10/21/2024

  Hello,

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.  Please be assured that we will relay your feedback to senior management for their consideration. However, we regret to inform you that a refund cannot be issued.
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening. 

  Thank you

• Initial Complaint

  Date:09/25/2024

  Type:Product 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.

  Hotel stay @ Harrahs AC July *****, 2024 Booked with Priceline - Paid $462.60 plus resort fee of $506.59 for 2 queen beds. Never got queen beds. Purposely paid more money at booking for them. 1 king bed was a lot cheaper for 3 nights. I got 1 king bed but paid for 2 queens. Harrahs never had the 2 bed room available when I checked back with them the next day. Harrahs is not refunding or crediting any portion of the 3 nights nor is Priceline after I paid more. Harrahs made me wait many hours to check in and then didnt have what I paid for.

  Business Response

  Date: 09/25/2024

  Hello *****,

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  While we do our best to accommodate each guest request, the ability to meet the demand of each patron's specific request in regard to room type or location can never be guaranteed.
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Sincerely,
  *****
  Customer Relations
  ************* Region 

• Initial Complaint

  Date:09/01/2024

  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.

  I booked a Hotel Room on August 14th at Harrahs for September 1st-2nd. It was for $86. I was looking forward to labor day. When I check the day before, it said my reservation was canceled. When I called, they told me rooms were now $494. I was on my way to AC when I found out and had to book a last minute room at T********* Another company from Cesaers.

  Business Response

  Date: 09/01/2024

  Thank you for contacting us about your recent experience. I understand how frustrating it must have been to find out that your reservation was canceled.
  
  Upon reviewing your reservation for September 1st-2nd, it appears that the credit card provided for the deposit was declined. Unfortunately, without a valid deposit, the reservation was automatically canceled.
  
  I apologize for any inconvenience this may have caused you, especially given the circumstances. If you have any further questions or need additional assistance, please let us know.
  
  We value your patronage and hope to have the opportunity to welcome you back in the future.