John Melendes

Review of Belterra Casino Resort & Spa

Booked 2 connecting rooms and upon check in The ho...

Booked 2 connecting rooms and upon check in The hotel informed us that they were unable to honor this request. It wouldn t be such a huge deal except for the fact that this kept our family separated And they could have honor this request. Why they wouldn t still remains a mystery. After numerous visits to the check-in counter they finally concluded the reason was they were only at 50% capacity. This again makes no sense since our rooms were next to each other they just want the two that we connect and they simply moved one of our families to another room that connected the problem would ve been resolved which shouldn t of been a problem since the rooms adjacent to us were an occupied!

And they could have honor this request. Why they wouldn t still remains a mystery. After numerous visits to the check-in counter they finally concluded the reason was they were only at 50% capacity. This again makes no sense since our rooms were next to each other they just weren t the two that would connect and they simply moved one of our families to another room that connected the problem would ve been resolved which shouldn t have been a problem since the rooms adjacent to us were on occupied!

After trying to resolve the situation amicably we decided that we would simply check out two days early which meant we still stayed two days but the hotel refused to refund us our money!

Again our big problem was just the hotels lack of effort to work with us. We asked the person at the check-in counter to speak with a manager they refused and said they go back in the back room to talk with them and went in and out of that back room several times Claim and they were having conversations with a manager but the manager refused to come out and speak with us directly. This is not good customer service.

We even offered to pay the extra cost to move into a suite but we were told they could not charge us to a better room situation. What??? Is my response why would you not let us move and do a larger suite at a higher rate Again no explanation but they did go back and speak to the mysterious manager in the back room.

We paid for non-smoking rooms but the room stunk just like their service!

OK so I need to update my review. After being unable to resolve her situation with the hotel we opted to just leave two days before check up time. When we went to the counter to let them know we re leaving we were met with a totally different person and entirely different attitude. A young woman by the name of Dorthea was very helpful and got a manager for us. The manager, Amanda, was very gracious and helpful. She apologized for the inconvenience and miscommunication. Amanda I m sure she would get us a refund for the two days we won t be staying here. We left completely satisfied and truly appreciate the experience we had today!