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Dear ladies and gentlemen,
I am writing to express my disappointment and frustration regarding my recent stay (26.08.23-29.08.23) at Palms Casino Resort. Initially, I booked the Fantasy Two Queens bedroom for my stay. However, when we arrived, we were told that all Fantasy brooms were full, so we were given an Ivory Two Queens Room. Even though, I think that these inconveniences should be discussed in advance with your clients, we accepted to stay in the Ivory room in exchange for a price reduction. Your managing partner confirmed twice that the difference of the two rooms (which would be around 100$) would be marked on my final bill.
Upon checking my credit card statement, I was taken aback to discover that the charges billed to my Visa card do not align with the agreed-upon booking price for my reservation. The confirmed rate for my stay was 450,00$ (excluding all resort fees), yet I have been billed a significantly higher amount of 646,61$. Besides, an additional fee of 230,00$ was already deducted from my Visa card on 21.07.? Why? This discrepancy has caused me undue stress and financial inconvenience.
Moreover, we called several times for our room to be cleaned but nothing happened. I think this is highly unprofessional as well. While I had high expectations for your hotel, these unfortunate incidents have tarnished my perception of your establishment.
I kindly request an immediate investigation into this matter to rectify the situation. I understand that errors can occur, but I urge you to take swift action to correct this billing error and to refund the excess amount charged to my credit card.
Thank you for your attention to this matter. I look forward to hearing from you soon.
Sincerely,
Lisa Frising
