The Aquarius Casino Resort Refused refund for inability to check-in due to two-hour long check-in line Laughlin NV Nevada

I booked three rooms at The Aquarius Casino Resort for Wednesday, July 18, 2008. Upon arrival around 6:00 PM, we were faced with an extremely long check in line. We waited in like around 20-30 minutes, and it wasn’t moving. I went up to the front of the line and asked how long some have been waiting and was informed over two hours. As this is an unacceptable check in process, we left and booked another room. We had meetings to get to and had to cleanup and change.

I never thought I would have such hell trying to get a refund. The rooms were booked through Hotels.com, so I started by contacting them. They contacted The Aquarius and we were told that we were “being impatient”. Do you consider unwilling to wait in a two-hour line just to check in “being impatient”?

The following day I contacted the Aquarius directly and couldn’t get through to anyone who could help. Every time I was transferred to the Front Desk, the phone would ring over and over for 10+ minutes without answer. Over the course of the following week I called and left messages for several people and not a single return phone call. I sent an email through the Contact Us form and no response. Today, July 27th adamant to get this resolved once and for all, I wasted another hour being bounced around between individuals who could not assist. Finally, I spoke to a Valerie who told me I should have found the bellman and had them hold my luggage while we go to the meeting. She obviously couldn’t answer how we were supposed to change or freshen up after a long day of driving and other projects. I was transferred to a Megan Martinez and have left a voicemail, although at this point I give up and will simply file a chargeback request with the credit card company.

Terrible hotel. Terrible Check-in experience. Terrible service. You’ve been warned.