Complaint Review: Belterra Casino Resort And Spa - Florence Indiana

On Friday October 9, 2009 I called and made a reservation for a room at the Belterra Casino in Vevay Indiana for the next night, Oct. 10th.  I was told the room was $149.00.  When I ask what will be the total charge with tax and everything?  I was told $166.88.

My wife and I checked in the next day and spent the night.  When we were ready to check out I pulled up our bill on the television in the room.  It showed Total Charges $166.88.  This agreed with what I had been told so I pressed Check Out from the menu.  We left the keys in the room and left.

The next day when reviewing our checking account we found a charge from Belterra for $216.88 !!

I called Belterra and ask why I had been charge more than I had authorized.  I was told that there is a $50 refundable deposit on all rooms.  I told them that I was not aware of any deposit and when checking out the bill show TOTAL CHARGES as $166.88 and did not reflect any other fees or charges. 

They said they would connect me with the Front Desk Supervisors voice mail.  She was checking out guest at the time but would return my call.  I left my name and number on her voice mail.  This was around 9 AM.  Of course she didnt return the call.  I called back around 3PM.  They tried to do the same thing.  Telling me the supervisor would return my call.  When I told them not to give me a song and dance, all of a sudden the supervisor was on the line.

They told me the $50 would be credited back in a few days.  I told them that was irrelevant.  They had charge me MORE than I had authorized.  The total charges was $166.88 and that was what I authorized.  Taking unauthorized monies from my account was theft, and doing it electronically may constitute wire fraud.   I told him I had enough money in the account to cover the $166.88 charge, but if the extra $50 put my account into a negative and my bank hit me with a fee I wanted them to stand good for it.  He would only say, have your bank contact us.  He would not say that they would stand good for the charges.  They insisted that I was informed about the deposit.  Even when I told them I was not. 

When I ask why the TOTAL CHARGES on my bill at check out didnt reflect the $50 as refundable deposit he hand no answer.  I found they staff extremely rude.  The minute they find out you have a complaint they start trying to pass you from one person to another.

I live in the Cincinnati area.  There are two other casinos close and one in Louisville.  None of those have ever charged me a deposit as Belterra does.  There are hundreds of rooms in that hotel.  Charging each a $50 deposit every night is a large amount money.  They then can float this for a few days and collect interest on it before returning it to the RIGHTFULL owner.   Of course being in the casino business I guess they are up to date of this kind of racketeering. I will file a complaint with the Indiana State Attorney Generals office.  I dont dont know if the hotel activity is covered under the state gaming board or not, but I will complain to them also.

Bottom line.  Stay away from Belterra.  They are in a very inconvenient location.  Their slots are much tighter than any of the other casinos Ive been too.  The staff is rude.  Total Charges do NOT constitute the REAL amount you will be charged.  They will charge what they want, not what you authorize.