To Whom It May Concern,
I’m writing to express my extreme disappointment after an experience I had at your casino last night.
While I was there, I found a cell phone that had clearly been lost by another guest. The phone started ringing, and I attempted to give it to two security guards nearby. Shockingly, both of them refused to answer the call or take any meaningful steps to help. So I answered it myself, told the frantic caller where their phone could be found, and did my best to ensure it was returned safely.
The situation became even more troubling when the security guards reported me to a supervisor. This supervisor approached me in a confrontational manner and threatened to throw me out of the casino — all because I try to helped return a lost phone to its owner. Hopefully the owner of the cell phone see this review.
What truly upset me was that the woman on the other end of the phone was clearly distressed and only spoke Spanish. The two security guards, who are Hispanic themselves and clearly could understand her, refused to communicate with her or offer any help. Eventually, the woman handed the phone to someone who spoke English, and I was able to give directions on how to recover the phone.
It’s deeply concerning that your staff would refuse to assist a guest in distress and then turn around and threaten someone trying to help. What kind of message does that send? That lost items won’t be returned? That guests trying to do the right thing will be punished?
To make matters worse, the casino floor was full of “out of service” signs. It looked like close to 100 of the best machines were offline. It really makes me wonder — are these being reserved for the grand opening? Why advertise a full casino experience when so much is shut down?
That supervisor who threatened to throw me out needn’t worry — you won’t be seeing me or my money there again. There are plenty of other casinos around, and frankly, I’m not going to risk my safety on a dangerous road just to be disrespected and threatened for doing the right thing.
If someone loses their phone in your casino, they deserve better than silence and neglect. Turning off the phone and hiding it behind a desk with no attempt to return it is not customer service — it’s the opposite. And if that’s how your security team operates, it makes me seriously question the integrity of your whole...
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