Info 4U

Review of Belterra Casino Resort & Spa

Myself and my extended (in-laws) family were guest...

Myself and my extended (in-laws) family were guests in this hotel on Friday evening after the 4th of July. Check-in was okay and we were given a standard wheelchair around 2pm and put on the list for a motorized chair so that my MIL could partake in the Casino and the rest of the resort. Around 7pm we reported back to the Bell desk with the following issues: The wheelchair had NO RUBBER on the back 2 wheels which caused the chair to stop abruptly when transitioning between flooring types. It stopped so violently once that my MIL fell forward, almost onto the hard floor and stubbed her toe (which is now purple). After several issues like this, we were returning the chair back to the bell desk when it stopped again and my SIL ran into the wheel, cutting her knee in 2 places. When we asked for a different chair, or a power chair, it was reported that there were no other wheelchairs and the power chairs were still all rented out (5 hours later). They called "security" to see if someone over there could replace the rubber on the chair & were told "that wasn't their jobs." Then another bell hop proceeded to let us know that he attempted to repair the chair earlier yesterday but the rubber just kept coming off. To which I asked "Why wasn't the chair taken out of commission and/or replaced with a functional chair?" No one could answer. Instead, they got a manager, Jeremy, who kindly offered to comp one of our meals but didn't offer us any information on how to do so. Then, they couldn't offer a solution on how to get my MIL back up to her room on the 5th floor. So, we took her in the faulty chair, which took us around 30 minutes. The next morning, we went back to the bell desk to rent a scooter, because our names had been on the list since 2pm the previous day...and we were told that "Titanium and Onyx Members" had first preference (we understood that) and that the last one had been taken already by someone first on this day. There were no other standard chairs for us to use. We walked around towards the Casino & saw approximately 5 house-scooters sitting around in random locations. My in-laws left, but we stayed to visit the casino for a while longer. About 2 hours later, all of the in-house scooters were still sitting in the same places the were when we went into the casino. In addition to the chair that almost landed my MIL face-first on the floor of the casino, the young men working the bell desk were rude, mumbling amongst each other and laughing while we were standing there trying to get another chair. This was the worst customer service I'd ever witnessed at a supposedly 5-star establishment. I suggest choosing another casino in the Florence area if you have mobility challenges because theses folks could care less about your business or patronage.