Pechanga Resort Casino — Hotel in Temecula

I am writing to express my profound disappointment with the lack of customer service recovery I experienced during and after my stay at your resort on the night of my wedding. The entire experience has been nothing short of a nightmare, and I feel compelled to share the details to prevent future guests from enduring similar distress.||We had over 20 people paying and staying at your hotel that weekend, at paying at bars, restaurants, gameling and at the pool, having a wonderful time, the amenities and hourly staff were great but the actual touch of standards or customer experience continues to fall lower and lower as im still trying to close up loose ends with your management.||The quick run down of the problem began at check in- not being able to find our rooms, we had booked the honeymoon suite and an additional room next to us. I took ample time months before confirming names and payments for these rooms were taken care of. We get there and they dont have any of the correct information, lots of wasted time, speaking to the front desk manager etc. Finally I just put down another card (even though the rooms were already paid for) so we can just head up and get out of our wedding clothes. They sent us to the wrong room, just a small standard room, i was so devastated and disheartened. It just continued to get worse from there.||I had the unfortunate experience of dealing with your front desk manager, Nicola, who was unable to provide any meaningful assistance. This led to further escalation, and I eventually spoke with her manager, Lissette. I was promised a response to our last call within a few days, yet here I am, three weeks later, still waiting. I have sent two additional emails during this time, but my attempts to follow up have been met with silence.||It is unacceptable that I have had to spend so much of my own time trying to sort out the mess created by your team. I even had to come up with basic recovery options myself, which should have been the responsibility of your staff. Despite reaching out to higher leaders, I am still awaiting any meaningful follow-up.||The complete lack of customer service recovery for such a significant event is beyond disappointing. I expected a high level of service from a resort of your reputation, but my experience has been the exact opposite. I hope that this review serves as a wake-up call for your management team to address these serious issues and improve your communication and customer service processes.||I am still awaiting...

I attended a conference at Pachanga for work and while I was here, a piece of the wall by the round bar in the casino fell on my foot. I asked for a manager and two people came along with security and EMT's and when they arrived they assessed the situation, saw the piece of the wall that had fell, and even checked my foot (which the EMT stated he could see was swelling). I was given a yellow incident paper and was told to follow up later. That was all. I however, was very disappointed at a few things. Number one, why was the wall not stable? Secondly, there was a "head security" guard who was so rude and unhelpful (when I asked who do I contact for follow up as I was icing my foot, he told me to read the yellow paper. I read the yellow paper three times and there was no contact number or contact person so that was why I asked who do I contact. That was when another guard came up and told him clear as day "You are not allowed to give him any other advice"- I'm sorry what?). So as I sat and waited for someone to come, I asked the security guard who else was I waiting for and he said "You are good to go" and I was confused because obviously I am not in the state to walk so go where? No wheelchair or any assistance was provided to me, so I had to get up and try to walk myself to my room without any support from Pachanga staff (walking on the heel of my foot; my toes were really swollen). Thankfully a guard named Jonathan saw my struggling and radio'd for me to get a wheelchair. Another guard named Sean came and actually assisted me to my room (which was nice of them), however, everyone else...absolutely no support whatsoever. I was told to call the hotel in the morning at around 7am to speak to Risk Management for support. So, this morning I called at 7:12am and was told by the representative that they SHOULD be at their desk, however they are not and to leave a voicemail. I left a message and am still awaiting a reply HOWEVER this experience has been absolutely disheartening, unprofessional and wrong on many levels in terms of customer service. I have never stayed at a hotel where pieces of their wall fall off and even more so, that the follow up to ensure the customer is okay is nonexistent. The room was nice and the conference was great but this whole experience definitely put a damper in my mind as to how Pachanga operates. Very sad. Hopefully, my foot will be fine and hopefully they will...

Today was such a horrible day for me here at this Casino and resort.Me and my spouse have been staying here for a couple days now and come pretty frequently (monthly)but from all The thousands of dollars of us spending tonight this happened to me…I was ready to get my game on feeling excited and happy as usual! I went ahead and approached the bar for my first beer of the night and when sitting down to the bar, the bartender approached me and served me I handed her my passport. She looked me a little weird and said she would be back because she wasn’t sure if she could actually take my form of Id which I paid zero attention to and sat waiting patiently playing games! But the moment she looked at my passport, she did stated that it was not valid due to the fact that she cannot see my weight, height or color of eyes or hair! I been staying here like I said plenty of times and I’ve never came across this issue!She refused service to me when she came back from speaking to the “top bosses” and when I asked her why she said because my Mexican passport was not valid here over and over again….Remember I’ve been staying here multiple times and have spend thousands….never has this happened I feel so discriminated, I asked to talk to the manager, the manager and the supervisor came over and talked to me and pretty much brought the slip of non-approved passports that are not valid in this casino,the Mexican passport is one of the first one on the list! To all my people that are trying to come here and have high hopes with their passport please be aware that as of today, I will no longer invest in this casino. I have never felt so discriminated in my life (I am a resident) I will always be super proud of my roots no matter what and today was such a terrible experience that instead of me going to sleep happy and excited , I’m going to sleep with tears and hurt! I WILL NO LONGER BE COMING HERE AND I WILL ALSO MAKE SURE MY FAMILY AND LOVED ONES DO THE SAME! This is so sad and heartbreaking! Please read this and spread the word I got service refused due to a simple beer. Imagine if you were to actually hit jackpot and ect they’ll go around the bush and most likely use the excuse of you being from another country to not pay you out ! be aware, Please Read and...