L'Auberge Casino Resort Lake Charles — Hotel in Lake Charles

To whom it may concern (lengthy but needed to be shared)

Recently we celebrated the 50th birthday of a friend that I have known since 1986.  She is the last friend in our friend circle to turn 50 this year, making 2025 a special year for our group.  However and sadly, the fact is, this has been one of the hardest years for our friend.  Couple that with her mother's health showing decline, and other family dynamics, lets just say this birthday celebration was to be more than just a milestone birthday celebration.  We wanted to create an escape for her as well as a surprise.  We all wanted her to expereince some joy in spite of all the setbacks of this year so far.  For this she choose your establishment to travel to in order to celebrate her special day.

I won't go into all the details but sufficed to say I was livid when the final straw happened, and she was rendered to tears on our last day.  The failures were many, such as an ignored request to place us in a room close to the elevator causing my friend's mother to walk much further than planned.  The mother of the birthday girl had just recently recovered from a fall and emergency surgery months before.  She actually fell on the casino floor, bashed and scrapped her knee and was experiencing knee pain even as I drove the six hours with her to get home on Friday.  Consider the liability of the failed request... I did, but they graciously decline to make a big deal mostly due to not wanting to detract from the birthday girl's experience even further.

Couple this with a failed app that caused a comp day to drop off and get charged for the final day which should not have happened and you get uncontrollable tears.  There was also a failure to link two reservation to keep the room longer, only to discover this when housekeeping walked into the room while we were sleeping!  Consider how shocking that was and triggering, especially for women!

Needless to say I was beyond ready to talk about the importance of NPS and CES and all the other metrics that your Qualtric/Madallia survey data points capture, and how this would be a massive detractor and much more. Simply put there were systemic failures which, honestly, started 3 weeks ago with you app and was further compounded by a lack of people soft skill.

It wasn't until I spoke to Rachelle one of your Slot Operations Manager, that I felt someone truly saw the situation from my lens.  You can apologize for failures, even resolve them, but that still doesn't make up for the impact to someone's overall experience.  People travel to escape.  We want the experience as well as the accommodations.  We want the ambiance, the excitement, the joy, the respite from our lives.  What we don't want is injuries, humiliation, and financial hardships due to systematic failures!

Now, to be fair, I did speak with someone at the hotel who fixed the comp room and offered some other offers to rectify several pain points but Rachelle truly went farther than I expected to address the overall poor experience.  She gave clear explainations of what transpired during a game play concern.  She took the time to make reservations for, not just the birthday girl, but the entire party.  She provide a beautiful cake and made a personal apology on behalf of the casino.  She owed the issue immediately. It was her willingness to assist that I appreciate. It wasn't just limited to something conveyed, but quickly acted upon immediately!  I also want to mention the wait staff and manager at Asia, they all were top notch.  Our friend felt celebrated and valued.  I was completely grateful to see just how much they did to change the narrative!

I still want to give feedback about the failures but you should give raises and kudos to the entire Asia staff and, most importantly to Rachelle.  She became the face to your brand.  She embodied what a customer experience ambassador should be and I am forever grateful for her.  Will I return, yes, but only because of Rachelle...

I don't even know where to begin. I'm completely frustrated. My husband and I came to celebrate our first wedding anniversary. We made a reservation for 5 days, and on the second day, I already wanted to leave. We checked out at 11:30 pm, left our car at the valet, and there was no one to help us with our bags, so we did it ourselves. We were exhausted, but the mattress was terrible. The next day, we received no information about activities or restaurant hours. I called the front desk to complain about the mattress, but no one answered. The next day, I went to reception, where a guy took my information and said someone would call me. I'm still waiting. Three terrible nights of no sleep, a mattress full of holes and warped. Only one elevator worked the whole time we were here. On Friday night, they offered me a smoking room, which we clearly refused, and we had another horrible night. We bought a pizza here at the hotel and vomited all night. At 9 a.m. on Saturday, I went back to reception to ask for a room change or a refund because I already wanted to leave. My room was a Luxury King with pool and lake view. I was moved to another room facing the parking lot, but at least the bed was better. They gave us a room at noon, and at 12:45 p.m. I called because I had forgotten a dress and my swimsuit behind the bathroom door. They told me to go back to the room because it hadn't been cleaned yet. When I got there, I went to speak to the housekeeper, but she didn't speak English and found another who did. Neither of them knew who had taken my dress, since only the trash and towels had been removed from the room. I called again, and no one knew anything. At the shift change, I called again and they said there was nothing there—a lie!!! The dress wouldn't disappear. I found another housekeeper on my floor who also didn't speak English, but managed to call the dispatcher to speak with me. On July 12th, at 3 p.m., on the 4th floor of the Garden, this extremely unfriendly gentleman didn't even look at me, said he'd check and get back to me. I'm still waiting... My husband showed up with a bite on his arm, and for the first time, we took the car from valet to go to the pharmacy.I know that two hours after we returned, the valet was closed. Our car is large, and I had to park very far from the hotel entrance. There were four guys at the valet, and they said their boss wouldn't allow them to park their cars anymore and that I had to find a spot myself. One situation worse than the other for someone who just needed to relax and escape the chaos of everyday life. We didn't enjoy anything other than one day at the pool, extremely exhausting with kids diving without floaties in the lazy river and jumping around. Their parents certainly relaxed, but did we? We'll return home disappointed, with backaches, and emotionally exhausted. First and last time, and I wouldn't even recommend it to my own enemy! My advice: All the staff should have a better communication and be more informed. All the excuses and apologies didn't change the fact we came to celebrate and we just...

I am writing this review as a first time customer at this hotel and casino.

My wife and I went to this hotel for 3 days for an quick anniversary getaway. I will give you the pros and cons.

As we walked up to the hotel, we were pleased to see a nice fountain out front to make a wish to win big and have a nice photo op. Then, we encountered a problem with check-in.

Upon arrival for a 4 pm check-in, there was a BIG LINE even with 6 workers processing the new arrivals. 30 min. wait. Ugh! When it was our turn, we were notified that our room was not ready and could not tell us when it would be ready. They would have to text me when available. After a 45 min.-1 hour wait (with all of our luggage!), I went to the check-in desk to get an update. It still was not ready, but a clerk said they would give me an upgrade. They did get us the upgrade, but it turned out to be a smoking room. Room smelled like the casino downstairs. I asked for a non-smoking room.

We had a great time on the relaxing lazy river. There is also a family pool and adult pool. There were towels attendants at a booth by the pool. There is a swim up cabana bar and the adults were enjoying that area. 80's mainstream pop seemed to be the music of choice. There is lots of seating to relax.

There are several restaurants to choose from (maybe 5 or 6). My wife and I got the beef fajitas at the Tex-Mex restaurant and it was pretty good, but we had to pay for chips and hot sauce (talk about cheapskates!). Barstools restaurant is down to earth (kind of small) but tasty. I got the Death Valley burger which is a spicy hot burger. It was awesome! I like it hot! There is no buffet at this hotel.

Casio was fun with lots of table games and slots. Not big like Vegas casinos of course, but it is a nice size. Casio was very smoky. Several ashtrays need to be cleaned. Waitress gave our drinks to another customer, so we had to reorder and wait an additional 10 mins. Finding a waitress was sometimes a challenge. We did find some fun slots and enjoyed our time making some small wins.

Overall, the hotel is clean and the several public restrooms were also clean. Most of the staff were pleasant. I noticed that the workers who were cleaners were the nicest to us.

They do have a parking garage and valet but I do not know anything about them as I did not use those services. We used the free parking (uncovered) out front.

At the time of our stay (JULY 2023) there was interior construction going on and it was loud and distracting. Scaffold were all over the place, as were workers.

Overall, we had a decent time. It could have been a better experience though. The pool area, restaurant choices, and satisfactory casino saved the trip.

On a last note, I asked for a receipt to be emailed to me and it never was...

For our next trip we may just opt to try the Golden Nugget next door to see if it is a better option for our...