Complaint Review: Foxwoods Casino & Resorts

I am the VP of sales for the company I work for and planned a large customer event at Foxwoods that had over 200 in attendance. I had reserved a hotel room for myself and another courtesy suite to host a party for my customers. At the time of check in my luggage was taken to my reserved room and not to the courtesy sutie. I went directly to the courtesy suite before going to my room to make sure the set up was going well for the entertainment that was planned that night. Afterwards (about 40 minutes after checking out the suite) my wife and I went to our room to start getting ready for the nights events. When we entered the room it immediately was apparent that there was a heavy smoker in the room before us. I informed the hotel of this immediately.

The smell was so aweful that my wife and I slept in the courtesy suite where my company hosted the gathering for customer. When we returned to the suite with our bags I noticed that there were missing items that were taken from my luggage (front, top pocket that was zippered). I immdiately called the front desk. They transfered me to security and this is really where the caos begins.

Two different persons from the Foxwoods security team contacted me to ask me the identical quesitons. I was patient and although I told the second person that I had already answered all these questions, they poceeded as if I never said anything at all. I explained that I stayed in the suite and not the othe regular room that was also in my name. I explained the resons for the switch in rooms due to the horrible smell and then gave them both room numbers. Both security employees repeatd the wrong room number and both times I repeated the room I stayed in. Why this is such an important fact is security wanted the room my bags were delivered to (as they both then stated) so "we can conduct an investigation".

I was told by both employees that I would recieve a pone call within 48 hours. No one ever called me before I checked out and they didn't call me for the next 4 days. I had to literally demand to speak to the manage of the department (6 days later) to try and get answers. When I finally reached a supervisor in the department he informed me that the security department had conducted an investigation of the Suite and concluded that there was no finding of theft. The only porblem is that they investigated the wrong room. I repeated what I had told several secrity memebers prior that my luggage was delivered to the "Petite King Bed" room and not the "Corner Suite" of the Grand Pequot Tower hotel.

Then, a new person contacted me while I was traveling on business in Alaska. I couldn't get right back to her until the following 2 weeks due to my travels. When I had contacted her she was the first and only person that seemed to have any compasion at all for the inconvience to me and my wife. She instructed me by email to email the receipts for the stolen merchandise and Foxwoods would be reinbursing me for the stolen items. I only had one reciept for one of the items as the other (neckless) was a gift from my wife. Anyhow I wrote off the neckless teft as a very valuable lesson learned then sent the reciept for $137.00 for a portable chanrger. The neckless was carried a much higher price and also carried sentimental value. I then recieved an email from the securtity department explaining that their investigation concluded no wrong doing on the behalf of Foxwoods Resorts & Hotels. The letter also clearly states what I view as a "Buyer Beware" statment. I have copied that statment from the letter Foxwoods sent me as follows: "you should be aware that the laws of the Mashantucket Pequot Tribe are not the same as those of the state courts. The Tribal laws are available through the Mashantucket Pequot Tribal Court or on the internet at www.mptnlaw.com . Further information concerning the Mashantucket Pequot Tribal Court may be obtained by contacting the Clerk of the Mashantucket Pequot Tribal Court"

Finally, the hotel reinbursed me $50 for the smelly room my wife and I never used. I'm also disputing the bill to my company that Foxwoods icreased by over $5,000.00 without ever telling myself or anyone on my staff. Thanks Foxwoods for being so professional!