Casino Arizona

I stayed at Talking Sticks Resort from January 28th to February 1st. The staff was not friendly. I booked a mountain view room and paid extra for it through Expedia. But when we arrived, they gave us a different room with a view of a roof. I have a video to show this. When I went to talk to the reception, the lady there was not nice to me. She said I must talk to Expedia if I want to pay another fee for the mountain view room, even though I already paid through Expedia. I was so upset that I started crying in the lobby. Then the casino manager came, he was kind and gave me the keys to the correct room.

After checking in, they charged me a resort fee for the pool, gym, and restaurants, but everything was closed except the pool. There was no housekeeping because of the virus, so I had to clean the room myself.

When I got home on Monday, I saw a $500 charge on my card. I called them, and they said it was for smoking in the room. But we did not smoke. We left marijuana on the table, which is legal in Arizona, because we could not take it on the plane. They are saying we smoked, but that is not true. They claim to have pictures of ash, but they will not show me these pictures, which I find strange.

I have tried to speak to a manager many times, but only the front desk calls me back, telling me I need to speak to a person who is always out of the office. They say this person will be back next week, but I have been hearing this for three days. This person seems to communicate with the staff about my issue but does not respond to me. I asked to speak to a GM or someone higher than this person, but they say there is no GM or anyone else to talk to. They suggest I dispute the charge with my bank.

I am considering posting my experience on ComplaintsBoard.com to see if that will help resolve the issue.