Complaints

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

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  Mount Airy Casino & Resort

  PO Box 700 44 Woodland Road Mount Pocono, PA 18344-0700

• 

  Mount Airy Casino & Resort

  312 Woodland Rd Mount Pocono, PA 18344-7172

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:12/09/2024

  Type:Product 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.

  We booked our 1 year anniversary trip to this establishment for December 6th and 7th. We spent ****** on the room, it was booked through expedia. We arrived to the hotel around 4pm. We were then notified the hotel did not have water, so we did not have a room at this time. They offered a comp room at a kid friendly hotel, which was not in line with our anniversary plans. We gambled and spent roughly 300 waiting for further information. We were not informed food and drinks were also not available at this time. When a bar finally opened on the floor an employee informed us they did not have water for 2 days. When I heard this information, I was confused as to how I wasnt notified. We received a phone call that our room would not be available around 6pm at night. I went to guest services to cancel my room and speak to a manager about this ******** manager was present, and when requested to come to the desk to speak. I was told they were not available. Instead they had 3 younger concierge at the desk to handle the brunt of all ************* was a shady business practice, we were not notified of the water condition. We were not notified we would be able to stay. We were not notified amenities, food and drink were not available. All of this information was withheld while myself and others were allowed to ******. It felt as if they hoped people would come, ****** before finding this information out, so they could make some form of profit. They didnt offer cancellation in their initial speech when mentioning water being down, only that rooms could be compd else where. Lastly I have put in for a refund. And I have yet to see it. They informed me it may take some time because I booked through Expedia.

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair 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.

  Order placed 11/6/24 for Celebration Package for a delivery date of 12/6/2024. Attempted to cancel/have money refunded on 12/1/2024 but resort states they will not refund money for package. Receipt does not state that it is non-refundable.

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair 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.

  We arrived to at 10:30pm on 3/29/24 to have our car valet parked returned around 12am to have our car valet driven back to us and were told they lost our key fob, remote start key, and key chain. We are being given a run around.

  Business Response

  Date: 04/01/2024

  Please see email trail from and to Mr. **********************

  **************** arrived on property on March 29th and valet parked his car.  Due to an error on our part, his keys were misplaced. Below, please see an outline of the events that transpired once the keys were discovered to be missing.

  * Guest was offered a Lyft home (at our expense) as well as us reimbursing him for a replacement key and fob. ***** refused saying he had a family member with a spare set of keys on their way.

  * *****'s dinner was comped while he awaited his family member with spare keys. ***** was told we would pay for his family member's expenses to get here as well as a replacement key and fob for his car.

  * Guest departed property

  * Guest later called and demanded we replace all the locks on his house, give him complimentary ************, meals, and free slot play.

  * Guest was offered a complimentary future stay, in addition to reimbursement for a replacement key and fob. We denied free slot play and replacing house locks. ***** accepted and was happy.

  * The next morning, March 30, 2024, guest reached out on social saying he was being "jerked off" and using other inappropriate terms. Director of Hotel Ops reached out to guest again. Guest again demanded free slot play, overnight stays, dining, house locks being replaced. ***** was once again offered a future stay and reimbursement for the replacement of a key ***********. Guest accepted.

  * Guest began leaving poor reviews on social media and commenting on unrelated posts about valet losing keys and us giving him the run-around.

  * Guest was contacted again.

  * Guest accepted our offer of a comp stay with dinner and replacement of the key and fob.

  * Guest then left a negative ****** Review naming multiple team members by name. ***** also reached out to team members using their personal ******** pages that were found through ****** searches. ***** also sent emails to multiple team members on property demanding free slot play saying he was being given the run around.

  * Guest was reached out to again.

  * Guest sent an email to our Hotel Director (attached) accepting our offer of a comp stay, dining credit, replacement key and fob, and assistance in signing up for a rewards card.

  Yes, we absolutely misplaced the guest's keys and that is our fault. We have gone above and beyond to offer compensation for our mistake.
  

   

  Business Response

  Date: 04/01/2024

  ****************.

  We apologize for the inconvenience you experienced due to the loss of your car key and fob. On the night the key was lost, we provided you with a complimentary dinner. We also reimbursed your family for out-of-pocket expenses related to bringing your spare key to you. We have paid to replace your lost key and key fob. We have also provided you with a complimentary overnight stay with a $150 meal credit, which you accepted, in writing, as compensation for your lost key.
  

  We understand your frustration however, we have provided compensation in a value in excess of our error.

  Thank you for your understanding.

  Mount Airy Casino Resort
  

  Customer Answer

  Date: 04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/19/2023

  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.

  So my husband and I stayed at mount airy resort for 3 days. It was a rough stay in a hotel. We expected to see a few bars and the pool to be open late. There were only two bars inside one in the middle and some pia Lounge. We never even got to go in the lounge because of their weird hours and it was only opened until 8. The pool also closes at 8 which I thought it should be opened until 10. I was super upset about this, my husband and I aren’t gamblers we came to get away for a bit and drink haha. The room bed was awful and caused me awful back pain. We paid for the room for Sunday night which was the most expensive day but we weren’t aloud in until 4 which I thought was absolutely ridiculous, like that charge me that much for half a day. A normal hotel let’s you in earlier. They have fridges in the room filled with their crap. So when we would go out to eat we could not take our left overs plus, the fridges even if you bump it you get charged. Like I opened the door and stuff titled in there and I bet I was charged. Plus they don’t even provide free breakfast like why!?! This place is not what they make it cracked up to be. They falsely advertise their place, like taking a picture of the pool at night but you can’t swim in it. I want some of my money back! I am demanding it. It was a waste of time.

  Business Response

  Date: 08/22/2023

  Dear *** ******,,

  I have read your complaint and wanted to take a moment to address some of your issues during your stay with us. Mount Airy Casino Resort is proud of its service and offerings and is highly ranked in both resort and casino publications. As a result, we are an extremely busy hotel, even more so in the summer in the Poconos.  With every night completely sold out, we have difficulty in checking in guests early but always try to accommodate where we can.  Having said that, our check in time is stated as 4pm, that is a standard arrival time in the hotel industry, and we note this on our website.  On our pool page of the website, we also note that our hours of operation are 10am to 8pm daily.  We have outdoor games, a golf course, spa and of course many forms of gaming to take advantage of.  Our rooms feature highly rated ***** brand mattresses and minibars are standard in every room.  Requests for refrigerators can be handled through our housekeeping department.  We have six restaurants and room service to choose from, but you are correct that we do not offer anywhere a complimentary breakfast.  We do not list a complimentary breakfast in any of our materials, either in print or online.

  I am sorry that your expectations were not met in your stay with us, however, I don't see that we were misleading in any of our materials or times that we advertise.  I understand that you did not feel you had enough time at our property and with our fall season approaching, perhaps you would care to see the fall colors as the trees change?  If that is the case, we would be happy to welcome you back with a complimentary one-night stay at our property, should you like to take advantage of that offer.

  I look forward to hearing from you in the near future,

  Best regards,

  ****** ************,

  Vice President of Resort Operations

  Mt. Airy Casino Resort

  [email protected]

  Customer Answer

  Date: 08/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because not only was the room shitty but then this hotel saved my card and stole and charged me multiple times with huge amounts! I had to turn them into my bank and get a new card!

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