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:03/13/2024

  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.

  On Sunday March 10th, we checked into northern quest casino for 1 night, we had concert tickets that evening, the concert started at 7:30pm. The room wasnt ready so the clerk gave us a handicap accessible room instead. We checked in at 4pm and brought our things up and then went down for dinner and some gambling until the concert started. The concert ended around ******************* the casino to ****** and went to our room around 11:30pm. Im 70 years old and I was tired, but I turned on the television for about 20 minutes to unwind. I did notice there were lines in the tv pictures. But it was watchable. I considered telling the front desk, but it was midnight and I was tired. We checked out right after breakfast the next morning. To my surprise, I got charged $2100 for breaking the tv. I was told the only way those lines get there on the tv is someone throwing something at it or bumping it hard and damaging it. All I know is I used the remote to turn it on and off and never even touched the television, with my hands or any object at all. It was already broke and I did NOTbreak it. They said the maid checks it every time they clean the room, and all I can say is, it was broken when I turned it on. Im being accused and charged guilty for something I DID NOT DO.

  Business Response

  Date: 04/05/2024

  Thank you for reaching out and giving us the opportunity to resolve this issue. After further review with our hotel management and housekeeping teams, we have agreed to reverse the charges. One of our managers reached out directly to this guest to apologize for any undue stress caused by the circumstances. We understand that guests have many choices when it comes to selecting a destination for entertainment and hotel stays. We always strive to provide excellent ******************** ************** will be satisfied with the reversal of charges and our sincere apologies.

  Customer Answer

  Date: 04/05/2024

  This issue has been resolved, the charges have been reversed, after multiple phone calls of which one call they hung up on me rudely , there was no apology, but the case is now closed. Thank you

• Initial Complaint

  Date:09/08/2023

  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.

  I stayed one night at the Northern Quest resort on the night of August 24 and checked out on the 25th to celebrate my Anniversary with my wife at a 4 star resort so we were expecting a nice stay. When we got to our room we encountered a room that had not been cleaned, the carpet had crumbs across it and the linens were not orderly. I hadnt really noticed all that but did shortly after my wife shrieked when she saw the toilet. It was nasty with dried urine on the seat and floor around the toilet. We called guest services and they moved us to a different room. That evening was the worst night of sleep I have gotten in a long time. Voices were coming very clearly from the ducting going to our room as if there was no barrier between our room and the noisy neighbors, my wife and I hit the road the next day on a road trip exhausted instead of rested up. Upon checking out I mentioned Id like a call about our stay, the host said she saw a refund noted on our account but wasnt sure the amount, but that someone would reach out. I felt relieved as it was if they knew how much we were let down by our stay. I called in last week to talk to a manger but got transferred to a number that sent me straight to VM, I have not received a call back from the host checkout promise or from the call in to speak to a manager. This quality of stay is far below the standards of a 4 star hotel. I think the company does care about their image so I tried to solve with a manager before reaching out to the BBB with a false advertising/misrepresentation of quality claim. My request is for a refund as Id rather spend my gift card on food out there than another stay.

  Business Response

  Date: 09/21/2023

  Thank you for reaching out to us through this channel. We are currently working to research the details of this incident and will be reaching out to the guest directly soon. At Northern Quest, we do our best to provide excellent service and hospitality. We apologize that this particular experience did not meet and exceed those standards and will work to make it right.

  Customer Answer

  Date: 09/26/2023

   
  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.

  The company has met my expectation for addressing my past experience (refunded visit and addressing solutions for where I felt my visit was poor) while also offering an future visit to show that their resort is a quality resort. I look forward to hopefully leaving a much different review for this business after upcoming stay.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 I was gambling at Northern Quest resort and casino last night into the early morning hours. I had put money in a machine that popped up a error code. A error code that had nothing to do with what i was doing which was putting money in the machine trying to ******. But instead the machine took my money and the error code that popped up was last paid 149 dollars which is nothing to do with what i was doing i hit service button waited 20 30 minutes for floor person to come and help me with the problem. There was at least five different floor ppl there telling me they were not going to do what i asked which was look at there cameras to see the amount i put in the machine which was 20 bucks so i could get my money back. They said That they would look in the box in the slot and if nothing was in there i was getting no money back. And they also said that they were notgoing to look at their cameras.The machine was obviously messed up and obviously took my money and after popped up an error code that had nothing to do with what i was doing. I would like my money back. It is a casino and they are sure acting like one. There should be no reason why they could not lookback at cameras i am a paying customer. Wanting my money that they stole back. I hope something changes there and this does not happen to me or anybody again. Its not right. I would like my 20 dollars back. There machine took it and did not give it back. And neither did they.