Double Eagle Hotel & Casino — Hotel in Cripple Creek

ABSOLUTELY WORST....EVERYTHING (Would give negative stars if possible)

My husband and I are two disabled people who don't get to get out much. We made an online reservation on October 25, 2018 which apparently failed according to the front desk when we were checking in even though we had a confirmation email. The reservation was for 10/25/18 thru 10/26/18 for 2 guests, 1 king bed smoking standard room. We had decided we wanted a really nice room so we asked about upgrading our room. We were told there was only one upgrade available. But when we said we wanted a smoking room they said there were 2 upgrades. We didn't understand how there could be 2 upgrades when we were just told there was only 1. We very much understand now as we have gotten the shttiest room and the absolute WORST stay and treatment we have ever had at the Double Eagle or any other hotel we have ever been to for that matter. We will probably never come back again - to stay or play. We've had a bunch of problems in the short time we were here. First of all, we did not get an upgrade. It's the exact same room we had before except this room had no table, desk, or coffee table and the tub is not a Jacuzzi. We ended up spending a little over twice as much for this shtty room (#441- room Reven) We couldn't even watch the television because a Netflix screen kept coming up asking if we wanted to start our free trial. Also the ice machine on the 4th floor did not work. Later in the evening, around 8:45 we had stopped off at Lombardi's to grab some dinner to take backup to the room. We got onto elevator #1 but the button would not work for the 4th floor. We tried sending the elevator up to different floors so maybe we could get one of the other two elevators to open up for us but elevator # 1 was the only one that would open for us. We even tried to go to the 5th floor to see if we could try again from there. It did not work. We then figured we would just take the stairs down one flight. Little did we know that the only way out of the stairwell was on the bottom floor. We had to go outside and along the building to get back in. We went up to the front desk to let them know what was going on and also told them that I only had 10 minutes before my battery died and had no oxygen . They called to have the elevator fixed and then ignored us. They were in no hurry to help. While waiting we asked about the presidential suite and they told us they could not give us any information on that. When we were finally able to get upstairs to the 4th floor I had already run out of oxygen. It's very disturbing to know that the employees of the Double Eagle Hotel and Casino do not care about the health and well being of their customers and the fact that I could have died without oxygen. Also by the time we made it to our room our food was cold and horrible. I also have pictures of mold in the bathroom. The room had noticeably not been vacuumed. We were being woken up all throughout the night from around lot of noise. It's almost like maybe that room wasn't supposed to be given out or was used to take items from it for the other rooms. I know this has been a long review but that should show just how upset we are about our visit. We are both disabled and have many medical issues with our backs, legs, and knees among congestive heart failure and open heart surgeries and being on oxygen. We hope these issues will be fixed so no one else has to go through any of this and also be out...

Don't use a credit or debit card on this property. Sometimes the charges made on your card may not apply to your account or be processed for weeks. The management has given me various excuses why their point of sale and reservation system does not work correctly, Multiple employees, multiple excuses. Bottom line, there system is broken and customers pay for double eagles mistakes.

Kinda makes you wonder if the casino floor is legit.......

Lots of other casinos in town that don't make excuses, people don't visit casinos to have hassles or be fed excuses. Something for D.E. management to ponder.

I had to close my bank account and open another because this business put multiple holds on my card without ever charging it. When the business was approached and my situation explained I was told the bank made the mistake, not true in fact after the bank heard my story I was told of others having the same problem with this buisiness, some charges not being processed for up to a month after the fact.

Brandy was kind enough to explain that I signed a paper that explained all of this, seriously, NOT!!! Just one more business that makes so much money it just becomes normal to make excuses rather than actually solve a problem.

Surely wish me and my wife had spent our money at a different casino were the employees realize that we make their job possible.

If it were up to me the name of this place would change to something more appropriate like" double the excuses eagle" or" our systems may or may not work eagle"

At any rate tread lightly in this casino, dont use a credit or debit card and check your account immediately and often if you do.

Or like me and my wife, simply don't visit this casino, more of them that take care of and appericate there customers are just steps away.

Bad employees, no donut If customer service skills escape D.E. employees there's always the opportunity to go back and finish high school to maybe land a more appropriate job for the mental status acquired while in the employee of Double Eagle casino and hotel.

I tried to do the right thing by making sure the hotel was paid, when faced with excuses and padantic banter I chose not to waste anymore of my time with this less than sterling company.........

I dont have time to waste with companies that make mistakes and then give customer's grief when they are honest and go out there way to pay...

We were invited by my Aunt and Uncle to come up to the Double Eagle in Cripple Creek. The room was reserved and paid for by my aunt. Upon check in we were unable to reach my aunt and they would not let us check in at first despite us having the name of the person who reserved the room, the room had been paid for and our names were given to them when reserved. They finally agreed to let us check in after 20 minutes of arguing as long as we gave them our credit card and said they wouldn't charge anything to it if my aunt came by before 9:00 pm which she did. We went up to our room which should have been a King-it was two doubles. We went back to the front desk and told them and they sent us to another room WHICH WAS ALSO A DOUBLE. we went back down to the front desk for a third time and finally got a room with a King. It took us over an hour to get checked into our room. We found an old tea bottle full of cigarette butts under our bed! We already were late to meet our family so we simply put it outside of our room in the hall. We should have taken pictures or reported it!! I noticed on Monday that they had charged my card $90 for the room even though it was already paid for. They also charged my card $160. When I called them they said that the person my aunt talked to didn't tell the person who charged my card. They said the $160 was the difference between the room charge and the $250 SMOKING FEE. We did not smoke in the room! They then charged ANOTHER $250 to my card the next day!! Eventually the $90 and $160 authorizations fell off but only after about a week. They refused to refund the smoking fee and said they had "proof" but refused to send me the proof. They had nothing that I had signed authorizing them to charge my card. They obviously didn't clean the room before us and the bottle full of cigarette butts was probably from the people before who HAD smoked in the room. I have disputed it with my credit card company but they said it can take up to 90 days. I spoke to Cara Bernon and Amy Witt, two shift managers before finally speaking to a manager named Steve who was incredibly rude and when I asked to speak to his manager I was informed that I "would NEVER speak to his manager". The Double Eagle has poor customer service, does not care about their customers and we will...