I am extremely disappointed and upset with the lack of priority and respect that I have received after water got in my BMW 328i while valeted at the casino. The incident happened last week and not once has the casino initiated a phone call with me after hearing about the situation. I've spoken with countless managers and valet "leads" and keep getting passed off to the next person! Pardon the lengthiness, but a description of the incident is detailed below.
I stayed at L'auberge hotel and casino last Thursday (May 9th) and valeted my BMW overnight. There was a pretty bad thunderstorm during the night and somehow water got in my car and soaked the carpeting on the front passenger side. When I valeted my car, the windows and the doors were closed.
I didn't notice the water until I had arrived home on Friday afternoon. I immediately called the hotel and spoke with someone who said that he would look into the matter and get back with me. He did not call me back that day, nor did he call back the following day. On Sunday, I called the hotel back again. At this point, there is now an odor in my car. I spoke with Jason Fontenot, and asked him to please get back with me quickly so that I could figure out what needed to be done. He told me that he couldn't even find any record of my car being valeted and that he would have to go through all the check in times to find it. Surprise, surprise, he didn't get back to me either, despite the fact that I found the valet ticket and called back to give him the number. I called back Monday and spoke to yet another Valet supervisor, La Gregory who was a little more helpful than the rest. He told me that the claims person would get in touch with me. After a few hours, I again called back. I spoke with yet another Valet Lead who told me that I would have to fill out a claim at the casino. I had to drive an hour back to a casino to fill out the paperwork. When I got there, LaGregory was the only person who tried to at least be courteous and nice. After I filled out the paperwork with the security person, I was given a business card and told to call back in the morning. LaGregory told me that the Claims person would be in touch with me in the morning. Guess what?! It's two days later and still no response.
It's really disappointing that an overall nice stay was ruined by such bad customer service. When there is damage to property, one would expect that a hotel/casino would take the matter very seriously and try to get it resolved. Unfortunately, this is not the case and I'm still trying to get the matter resolved and the odor out of my car.
Don't come here, if you value your personal property!
- Official Description (provided by the hotel):
- L’Auberge Casino & Hotel Baton Rouge is a premier southern Louisiana destination property offering a fully integrated casino entertainment experience. The truly unique complex features an expansive single-level, 74,000 square foot casino; nearly 1,500 slot machines; 50 table games, including a poker room; a 12-story hotel with 205 guest rooms, rooftop pool and state-of the-art fitness center overlooking the Mississippi River; four dining outlets; a unique casino bar with breathtaking views of the river. ... more less
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