Saratoga Casino Hotel — Attraction in City of Saratoga Springs

Update: this is how to change a 1 star review to 5 stars! I was met with apologies upon my arrival. Given an awesome room and had a good meal. Then I found out that, due to the STORM, the live band was cancelled. The front staff apologized again, offered a refund but I REFUSED. All I wanted was to rebook, you see I never once asked for a refund but it was all the agent originally offered me. SO...a 1 star is now 5 simply by acknowledging my concerns over the coming storm and rebooking my reservation. I tipped the front desk staff, the bellman and housekeeping upon my departure. AND...I arrived back home waaaay ahead of the storm. Much thanks to the front desk staff at the hotel. YOU ALL KNOW HOW TO MAKE IT ALL RIGHT! I looking forward to coming back. Stay safe and warm.

I reserved a room on Wednesday but received notification of an impending snow storm that would effect both the state I'm driving from and NY state starting Friday into Saturday. I called at 8am Thursday to cancel the room, stating the impending storm. I was told in so many words "sorry, not sorry". No refund and then recited the cancellation policy. I remined the agent that I COULDN'T possibly comply with the policy since I reserved the room LESS than 24 hours prior to booking. She declined to offer even a credit towards a future stay. And yes I was well aware of their 72hr cancellation policy but foolishly thought they would reconsider since I reserved the room LESS than 72hrs prior to arrival AND due to UNSAFE traveling conditions. BUT NO! They charged my card 236.17 and refused to credit that amount back OR offer a credit towards a future stay. Apparently the Managers don't empower or trust their front desk staff to make decisions when it comes to policy or making a wrong situation right as I told to call back at 1pm to speak with one of them. So, they have my 236.17 AND can sell the room AGAIN for that same amount or more, thereby getting PAID TWICE for the same room! Seriously, unethical, unprofessional and lacking in good customer service. Even airlines offer credits! In any case, I called back and frustratingly had my reservation reinstated. Saratoga Casino Hotel offered no choice but to either let them take my money or to drive in UNSAFE weather conditions. So, I'm driving and hope that I arrive safely both to the hotel and home again. This is NOT good business nor in any way how to treat their "guests". This isn't the fault of front desk staff but upper management who...

Disappointing Experience and Poor Guest Service** I recently made a reservation to celebrate my husband’s 53rd birthday at this hotel. As a Marine with five tours of war, I wanted this to be a special occasion for him. When I booked over the phone, the young lady I spoke with was friendly and helpful. I requested an early check-in due to our travel schedule and later dinner reservations. She assured me it wouldn’t be a problem and noted it in our reservation, along with a birthday package I had purchased from the hotel.

On the day of our stay, I called the hotel while en route and spoke with a gentleman who also confirmed that an early check-in would be fine, provided the room was available. However, as we neared the hotel, I called once more to confirm, only to be told that the room was not ready.

When we arrived, just 35 minutes before the standard check-in time, I explained our situation to the front desk staff, emphasizing our tight schedule. I was given a number to text to check on the room’s status, but after texting, I received no response.

As it got closer to the official check-in time, I asked to speak with the manager. Initially, a young lady came out, stating that the manager was on lunch. Shortly after, the manager did come out ( Marvin B. )but offered no apology or understanding of our situation. Instead, he repeatedly stated, “Check-in is at 4,” without addressing my concerns or offering any form of solution. He spoke over me, didn’t allow me to explain fully, and displayed a condescending attitude that was both unprofessional and unnecessary. Immediately I asked to speak to another Manager and ( Marvin ) stated I’m the only one. I asked him for the name or email of he’s supervisor and again he dismissed me by stating no, It’s always going to be me.

As someone who has managed hundreds of people over a 25-year career, I know that leadership requires empathy and the ability to see situations through the guest’s eyes. Unfortunately, this manager lacked both. His dismissive and egotistical demeanor ruined what was supposed to be a special celebration for us.

This was our first visit to the area and to this hotel, and it will certainly be our last. I would not recommend this hotel to anyone, as they turned an already stressful situation into an even worse one. This was not the kind of memory I wanted to create for my husband’s birthday, and I’m deeply disappointed with the lack of care and professionalism displayed...

Honestly, my experience with this hotel was so unbelievably frustrating and I am so disappointed.

I booked this hotel as a gift for my Father and Stepmother. I was explicitly clear when I booked this reservation that it was a gift. I asked over and over and overrrrr again that my father not know the amount of the room and to not receive a receipt in anyway. I was assured this would not be an issue. I asked if he would need to provide a credit card at check in and I was ASSURED it would only be for incidentals and would NOT be charged. I literally called a total of 3 times to ensure this. There was even a note on this reservation to not share a receipt. I also included in this gift a cheese platter to be in the room upon arrival.

My dad and stepmother visited, had an ok time except a lot of things were closed as it was “off season” in September. No racing, a lot of restaurants not open.

The real issue here is that my dad ended up calling me a week or two later and told me that he was charged 600.00 on his credit card and gave me a hard time for buying him such an expensive gift (this was not the full amount of the room, this was a portion of the cost which made it even worse in his eyes). I was appalled. How could this happen when I was so clear?! I asked if he gave his credit card and he said yes but the receptionist assured HIM that is was just for incidentals and would not be charged. I immediately called the Hotel and asked what happened. The answer was “oh I think the note that said all that was in reference to the cheese platter”.

WHAT?!

I was furious.

The apology I received was “sorry about that, looks like you were only charged for the first night and then your dads card was charged for the rest. If you give me a credit card we can charge you instead but he’ll have to call and give us his info so we can refund his card.”

Not only was this the most insincere apology I’ve ever received, my dad now knows the cost of the room, it took away from the sentiment of the gift, NOW my dad has the headache of calling to deal with this himself.

I was explicitly clear when making the reservation and am completely appalled with the...