You were complimentary upgraded to Platinum status during your visit. Despite your threats in your initial email letter, our Motor Coach manager responded to you 1 day later, offering her apologies and assistance. Because the volume of riders is unknown by our staff until the next bus' arrival, there was no way to guarantee you a spot on the next possible bus.ģ. Our Guest Service staff immediately responded to your concerns, letting you know when the next possible available transportation back to San Francisco would be arriving. The bus driver and bus company must remain on time and prompt for all passengers and scheduled stops.Ģ. You had your Rewards Card in a machine, playing, 20 minutes after the scheduled departure time of your bus. It is always the guest's responsibility to return to the boarding area prior to the departure time of their bus. I can understand your frustration with your recent visit, however, I would like to remind you of the following items that our team responded to you with 48 hours after you wrote in to your Casino Host, Kristina, to explain about your recent visit.ġ. I expected to hear hotel california playing in the background. unless you love being stranded at a casino for over 25 hours then don't take the bus there and don't depend on 'Red Hawk' to give a crap that you can't leave.

We finally got a ride back to our city at 330am the next day but to a different location then the bus had originally picked us up at. I threw my players card at them and told them I would never return. I went back into the lobby and complained that I had been waiting to go home and they continued to act as if they didn't give a crap about me or my 2 friends. Especially at this place! We got outside and the bus driver told us the bus was full and we couldn't go back with him. 6 hours went by and another few hundred down the drain never to be seen again. To our amazement our bus had already left! 2 minutes late and it was gone! When we went into the lobby to ask when the next bus would arrive they said in 6 more But at least they made light of our situation by saying we have many poker tables you can sit at until your bus arrives. We were happy to leave but didn't get outside until 332pm.

No machine payed out and combined we lost about 600 dollars. Me and 2 friends took the free bus to the casino at 7am sunday morning. Worst experience I have ever had in a casino.

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