Review Detail

Colorado 4039
If I could give a negative score I would!
(Updated: January 27, 2018)
Overall rating 
 
1.2
Slots 
 
2.0
Table Games 
 
1.0
Customer Service 
 
1.0
Player's Club 
 
1.0
Gaming Atmosphere 
 
1.0
Amenities or Hotel 
 
1.0
Food & Drink 
 
1.0
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 NEVER BE BACK. 
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