Submit A Casino Complaint To Get Money Back
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The chargeback process comes to an end if the merchant doesn't submit a response. Afterwards, the card network awards the chargeback to the cardholder, and he retains the refunded amount. But the merchant ends up with revenue loss. And they may have lost additional money from acquisition costs. If the casino does not pay you, presents you with a flimsy excuse, and most importantly does not try to resolve the situation with you or ignores you, then you can file a complaint with the regulator that licensed the casino. A reputable operator must provide the license information on.
Wendy Rutkowski stayed in a terrible hotel, and she wants a full refund. But can you get your money back when you accidentally booked a room at the No-Tell Motel?
Interesting question.
For Rutkowski, the No-Tell was a Howard Johnson’s in Wisconsin. Her stay there was so terrible that she asked AARP, through which she’d booked the property, for a refund. AARP quickly offered a $200 voucher, but when the coupon didn’t work, she turned to my advocacy team for assistance.
Her case is a reminder that there’s a right way and a wrong way to handle a hotel problem. But it’s also a reassuring story because it underscores the fact that it’s never too late to get compensation — or a refund.
A complaint about a terrible hotel, and a swift resolution — or was it?
Rutkowski paid $460 for a week at the Howard Johnson’s. It was, to put it mildly, an ordeal.
“The room got cleaned only once,” she says. “There was construction noise. There was a moldy mattress. And there were nails on the floor. Also, the room smelled.”
Also, she says the employees were noisy, knocking on her door in the early morning and banging on a vending machine late at night.
It sounds like Howard Johnson’s was undergoing a much-needed remodeling during her stay. Many of the problems she encountered could have been addressed on-site, but she stayed in the property for the full week.
Following her stay, she complained to AARP, through which she’d booked the room, and a representative promptly agreed to offer a $200 goodwill voucher. Expedia powers AARP’s booking engine, so technically Expedia gave her the voucher.
Unfortunately, the voucher didn’t work.
“When I tried to use the voucher through Expedia, the hotels I picked would not accept it,” she says. “Come to find out, the coupon could only be used at a few hotels, which were not satisfactory to us. I contacted Expedia again, to try to get them to push this coupon through for one of the hotels we picked. No luck.”
And that’s how we got the case.
So can you stay in a terrible hotel and then get a refund?
Our advocacy team has dealt with cases like Rutkowski’s many times. Someone stays in a hotel and has such a terrible experience that they want a full refund. Is that even possible?
Well, kind of.
It all depends on the circumstances — and the timing of the request.
In Rutkowski’s case, she stayed at the Howard Johnson’s for the full seven nights she booked. There’s no written evidence that she tried to resolve any of the problems on site, which makes this difficult case even more difficult.
Here are the steps to a refund:
- Tell the hotel about your problem immediately. Issues like room cleaning, a foul smell and moldy mattresses can be addressed then and there, not after you check out. If you suspect you have a laundry list of complaints, then narrow it down to the worst issues — perhaps the moldy mattress — and escalate it to the highest level until it’s resolved.
- Give the hotel a chance to fix the issue. The Howard Johnson’s might have resolved all of Rutkowski problems, had she given it an opportunity. If she had an issue with construction noise, for example, the hotel might have moved her to a quieter floor. Again, while she might have said something, there’s no written evidence. See my next point.
- Get the hotel chain involved and start a paper trail. At some point during Rutkowski’s week-long stay, she needed to reach out to Howard Johnson’s corporate and asked it to help her. At that point, the paper trail becomes extremely important. (To her credit, she took great photos of the substandard room.)
- Ask your travel agent to help. Rutkowski had several advantages. She’d made her reservation through AARP, powered by Expedia, which has a lot of clout with a company like Howard Johnson’s. Although she leaned on the company for a fix after her stay, she might have asked for help before she left the property.
- Leave. Don’t stay in a terrible hotel. If your efforts to fix a problem fail, find alternate accommodations. Do not stay in the hotel for a week.
If Rutkowski had followed these steps, I don’t think I’d have a story to write.
Chasing a refund for this awful hotel
After Rutkowski’s voucher failed, she tried to appeal to her credit card company. But it turned down her dispute, saying she had already stayed in the hotel and had paid for it a long time ago. None of her contacts at Expedia or AARP would help her use the $200 voucher, which is when she turned to my advocacy team. After reaching out to the Elliott Advocacy team, our advocate Dwayne Coward contacted Expedia on her behalf. Here’s how it responded:
After hearing of our customer’s experience, we contacted the property and advocated on their behalf on more than one occasion.
The property declined a refund. However, Expedia has gone ahead and provided the customer with a full refund requested in the amount of $461.68.
We are also taking steps to look into the condition of this hotel and it should be temporarily unavailable on our site until we complete our research. The customer also received a $200 voucher to use for an upcoming booking as a gesture of goodwill for their inconvenience.
Our customers are our first priority and we will always advocate for them with our partners and do everything we can when they encounter a less than satisfactory experience.
Rutkowski is pleased with that resolution, and so is my team.
There’s plenty of blame to go around. Expedia shouldn’t have issued an unusable voucher, Rutkowski should have been more proactive in trying to get the problems fixed while she was still at the hotel. And Howard Johnson’s — oh, Howard Johnson’s, where do I even start? This is no way to run a hotel.
If you decide to file a discrimination complaint, you must do so within 15 days from the day you received notice from your EEO Counselor about how to file a complaint. This notice is sent to you after your final interview with the EEO Counselor. You must file your complaint at the same EEO Office where you received counseling. The 15-day deadline for filing a complaint is calculated in calendar days starting the day after you receive the notice. If the 15th calendar day falls on a Saturday, Sunday, or federal holiday, then the last day of the deadline is the next business day. The agency is required to give you a reasonable amount of time during work hours to prepare the complaint. If you feel that you have not been given a reasonable amount of time, contact the agency's EEO Director or EEOC's Office of Federal Operations.
What to Include in the Formal Complaint
Your discrimination complaint must contain the following:
- Your name, address, and telephone number;
- A short description of the events that you believe were discriminatory (for example, you were terminated, demoted, harassed);
- Why you believe you were discriminated against (for example, because of your race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, genetic information or retaliation);
- A short description of any injury you suffered; and
- Your signature (or your lawyer's signature).
Once Formal Complaint is filed
After your complaint is filed, the agency will send you a letter letting you know it received your complaint. The agency will also review the complaint and decide whether your case should be dismissed for a procedural reason (for example, your claim was filed too late). If the agency doesn't dismiss your complaint, it will investigate it. If the agency does dismiss your complaint, you will receive information about how to appeal the dismissal. Should the agency dismiss your complaint without an investigation, you have 30 days from the day you receive the agency's dismissal to appeal.
In some cases, an agency will dismiss only part of the complaint and continue processing the rest. In this situation, you must wait until the agency issues its final order on all the claims in your complaint before appealing the partial dismissal.
Investigation of Complaint
The agency has 180 days from the day you filed your complaint to finish its investigation. The investigation may be extended by another 180 days if new events are added to your complaint or if you file new complaints that must be added to your original complaint for investigation. You also have the right to agree to an extension of up to 90 days.
When the investigation is finished, the agency will give you two choices: either request a hearing before an EEOC Administrative Judge or ask the agency to issue a decision as to whether discrimination occurred.
If more than 180 days pass and the agency has not yet finished its investigation, you can wait for the agency to complete its investigation, ask for a hearing, or file a lawsuit in federal district court. Once you ask for a hearing, the complaint will be handled by an EEOC Administrative Judge.
The Role of the Agency Investigator
The role of the agency investigator is to gather information related to your complaint. Agency investigators do not decide your case. Instead, they are responsible for gathering the evidence needed to decide whether you were discriminated against.
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Reaching a Voluntary Settlement
At any time during the complaint process, the agency can offer to settle your complaint. You are not required to accept a settlement offer.
If you and the agency settle your complaint, it will be dismissed and no further action will be taken. Both you and the agency will be required to do what you promised to do in the agreement.
If the Agency Does Not Comply with the Settlement
If an agency does not comply in some way with the terms of your settlement agreement, notify the agency's EEO Director. You have 30 days from the day you first learned of the agency's failure to comply to give the EEO Director this notice.
The agency must respond to you in writing to try and settle the conflict. If the agency does not respond, or if you are not satisfied with the agency's response, you can appeal to EEOC's Office of Federal Operations for a decision about whether the agency has complied with the terms of the settlement agreement. You must file your appeal within 30 days from the day you receive the agency's response or, if the agency does not respond, after 35 days have passed from the day you notified the agency's EEO Director of the agency's failure to comply. You must give the agency a copy of your appeal. The agency will then have 30 days to respond.
Representation During the Complaint Process
Although you don't have to be represented by a lawyer during the complaint process, you have the right to have a lawyer if you want one. You can also ask someone who is not a lawyer to represent you, or you can represent yourself. The EEOC will not represent you during the complaint process, and we will not appoint a lawyer to represent you.
Adding New Events to Your Complaint
If new events that you believe are discriminatory take place after you file your complaint, you can add them to your complaint. This is called 'amending' a complaint. To amend your complaint, you should write the agency's EEO Office, describe what happened, and ask that the new events be included in your complaint.
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After your letter is received, the EEO Office will either add the new events to your complaint or send you to EEO counseling to discuss them with an EEO Counselor. If you are sent to counseling and the matter cannot be settled there, you have the right to file a new complaint that includes the new events. The new complaint will later be combined with the original complaint.
Having More Than One Complaint
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If you have more than one discrimination complaint against an agency, the agency's EEO Office must investigate your complaints together. This is to ensure that they are investigated as quickly and as efficiently as possible. The EEO Office will notify you before the complaints are combined.