Lisa Tung
del LAGO Resort and Casino del LAGO Resort and Casino
Waterloo, New York
"Lisa Tung"
If I could give 0 stars, I definitely would. I made a reservation in the morning, stating clearly that I would be arriving later in the evening. The woman on the phone upgraded me to a premium room, and due to my late arrival, advised that I procure a later checkout time. I gave her my credit card number over the phone, so that I could guarantee my room. She said that she put it in the system, and that I could check in at any point of the day following that. When I arrived, however, I was greeted by a "manager on duty" in front of the desk, who told me that the hotel was overbooked. When I informed him I made a reservation, and gave my credit card number over the phone to guarantee my room, he repeatedly told me that it was simply overbooked, and there was nothing he could do it about it, other than offering me a complimentary room at the Holiday Inn, which was five miles away from the casino. This means that I would have to drop my child to the Holiday Inn, and then drive five miles back to go to the casino. When I asked him for his manager's number, he told me he was the only manager on duty. When I refused to talk to him, and continued to ask for him to provide me with his manager's contact information, he stormed into the office room, slamming the door, in order to get me the card for his manager. This casino has given me nothing but trouble every single time I go in. The employees are consistently rude, and unprofessional. Why do you even take reservations if you overbook your hotel? Secondly, why do you even overbook your hotel when there is a queue of reservations pending? This is ridiculous. I do not recommend anybody to visit this casino. They offer no service whatsoever, and treat you as if you aren't a paying customer. The worst experience I've ever had at a casino, by far.