Ihesiah M.
⭐ EXTREMELY DISAPPOINTING EXPERIENCE
⭐ EXTREMELY DISAPPOINTING EXPERIENCE — FALSE INFORMATION, HIDDEN FEES & TERRIBLE SERVICE AT SENECA RESORT & CASINO ⭐ I took my daughter to Seneca Resort & Casino to celebrate her birthday, and almost everything we were told beforehand turned out to be false. The entire experience was stressful, unprofessional, and inconsistent from start to finish. Before arriving, I confirmed that my daughter would receive a $15 birthday credit on her Seneca Player Card, and because it was the first visit for both her and my sister, they were each supposed to receive a $30 first-time guest credit. When we checked in, that suddenly changed. They told us the first-time credit was only $15, and even then they refused to issue the breakfast voucher we were told about over the phone. On top of that, they claimed the birthday credit was only $5, not $15 like we had been promised. After our birthday dinner reservation (which the restaurant manager personally confirmed), we went to get the player card so my daughter could use her birthday credit. The Social Club was closed. Staff gave completely different answers: one person said the credit loads automatically, the front desk said the table could print the card, and the table staff said absolutely not — we had to come back in the morning. Because of this, my daughter couldn’t use her birthday credit that night, and we were forced to use our own money to play. The service on the casino floor wasn’t any better. The server told us she would return every 20 minutes but disappeared for 45 minutes, leaving us waiting while they expected us to keep spending money without the credits we were promised. Another major issue was Lounge 101. I specifically confirmed beforehand that their lounge would be open so we could celebrate after dinner. In reality, “Lounge 101” was nothing more than a roped-off area with chairs — no staff, no bar, no music, nothing. We were told another club existed, only to find out it only opens on Fridays and Saturdays. Completely misleading. The hotel room situation was also wrong. I was promised a room on the 38th floor, but upon arrival, the front desk claimed no such reservation existed. We ended up on the 12th floor with no explanation. And even though I asked specifically about all extra fees before booking and was told there were none, we were suddenly charged a $100 incidental hold and a $25 resort fee. None of this was disclosed in advance. I was also told over the phone that we could have a 3 PM late checkout, but the next morning the front desk denied it and blamed the misinformation on “third-party booking.” This was another lie, because I booked directly with Seneca, not through any third party. To be sure, I contacted my bank. My bank verified that the charge came directly from Seneca Niagara Falls, not from any third-party company. Because of the misinformation, hidden fees, and unprofessional handling of these issues, I filed a dispute — and my bank handled it, since the charge clearly came from Seneca themselves. Even management was unprofessional. The manager who helped us looked visibly disheveled, with wrinkled clothing and an attitude that suggested she didn’t want to be bothered. The resort’s customer service as a whole felt careless, unorganized, and misleading. This birthday trip was supposed to be special, but Seneca Resort & Casino made it stressful and disappointing. From false advertising and inconsistent information to hidden fees and unprofessional service, nothing matched what we were told over the phone. I would not recommend Seneca Resort & Casino to anyone who values honesty, clarity, or reliable customer service. The experience felt misleading from beginning to end.