My name is Stephyn Ward. My Rewards number is #[protected].
I have been a platinum/diamond member for many years. All my vacations in the past have been centered around Caesar's properties. I am currently on vacation in Biloxi, Mississippi at Harrah's. I am very disappointed in the treatment that I have received during my stay.
On June 20th I checked into the hotel with a plan to stay at the property until June 24, 2021. Due to the fact that I have mobility issues I reserved a scooter in advance and was provided said scooter upon check in. Upon arrival at the hotel I provided the front desk with my valid "Caesar's" Visa card and ID for the deposit on the room and for the scooter rental. I proceeded to the room, which was very nice, and began my vacation.
My standard practice is save up my tier credit and reward credits to cover food and amenities at the hotel during my stays. Due to the pandemic I was unable to achieve the Diamond Level due to the Covid restrictions. My goal was to try and get my Diamond status back this year since the restrictions have been relaxed.
When I went to the kiosk to check my RC and my TC on June 21, 2021, I was surprised to find that I had zero points showing. I thought this was a computer glitch so I proceeded to the Rewards center to find out what was going on. Much to my surprise I found that the hotel had stripped me of all my RC and TC points due to the fact that the visa, that was provided at check in, was declined for payment.
According to Comenity Bank the hotel had tried to charge my card several times for various amount even though they knew it was declined on the first try. They took it upon themselves to strip me of all my points on my rewards account on the first day of my visit.
My biggest question is why did they strip me of something that I tried vary hard to maintain when all they had to do was get a message to my room, a message to my phone, or attempt to contact me in any way since I am staying at the hotel for 4 days. This was an easy fix that I could have corrected had I been contacted by the property.
When I contacted Comenity Bank I was informed that my available credit was sufficient to cover any expenses. Also, I used this card at other locations in Biloxi without incident. According to the bank the hotel had provided an incorrect expiration date, despite the fact I provided a valid credit card at check in. They continued to try and processes charges on this card despite this fact in various amounts.
Even though I was having a great time I feel that my personal security is threatened. In addition to stripping me of my RC and TC credits they have blocked my internet, restricted access to movies, and have turned off the in room phone. I am hesitant at this time to even leave my belongings in the room for fear of what they will do next.
Thank you in advance for your attention to this matter. I anxiously await your attention to this matter.