Wednesday, April 20, 2011

Is the Pechanga Resort & Casino Suffering from Customer Service Issues?

An alert from Trip Advisor came across my desk with the title: “DO NOT STAY AT THE PECHANGA - WORST CUSTOMER EXPERIENCE EVER”

I followed the link and took a look at many of the comments and it seems customer service is a recurring theme.  Must be the reason why 34% rated the resort POOR or TERRIBLE.  Add in the average ratings and it's nearly 49% of customers that are underwhelmed.    How did it get a four-star rating?   Was it earned or paid for?   In comparison to Pechanga's 51% positive rating, nearby Pala scored a 62.3% positive rating and Barona Casino Resort was rated 63.7%.
A sampling of the comments:
Pechanga is NOT worth your money. If anything goes wrong with your stay expect NOTHING from Pechanga to make up for it! Bottom line!
The staff is not very plesant, but imagine being in a casino, where it is dark, isn't very fun.
Never again. Valet put a dent in my brand new car, then they lied about it and said the dent was 'already there' Bull. Anything to help the bottom line. Dishonest crooks!
Would I stay here again, probably not since I don't like casinos and some of the issues with the room. Ok/average stay all together.
STAY away on weekends!

This place is unprofessional and we won't be returning. Hope they go out of business.

The non smoking rooms had smoke filled air coming in through the vents. You could roll off the bed-it was so worn on the side. The food is awful. We always make small talk with the employees and none of the ones we spoke to liked working for Pechanga.

IT seems some work needs to be done at the casino.   Hope Pechanga revises it's customer service standards upwards.


Anonymous said...

I looked at some of the comments on Trip Advisor for Pechanga, people were pissed! On a funnier note, Does anyone think that some of the CPP's wrote some of those bad reviews on TA? Do to their own destructive nature? lol!

Anonymous said...

Bad news travels twice as fast good news!

O Pechanga said...

I thought the same thing on a few of the comments, written by an employee. But that probably happens in quite a few cases, so you can probably throw out a couple of the excellent reviews as a "margin of error" type of thing.

I hope Pechanga works to improve. If the casino reduces further, more families could be disenrolled to keep per capita's high.

Anonymous said...

I use trip advisor to check out potential places to stay. GOOD hoteliers will respond to the negative reviews.
Time to hire some new people at the top of the hotel crew.

Anonymous said...

Pechanga doesn't have to work on improvement, they know they are the closest to the freeway.

Kind of like New York establishments don't have to be nice because they know there are 7 million other people who might come it.

When you have a monopoly, you don't have to treat your customers very well, just well enough.

Anonymous said...

Beware, a couple of years ago I was physically abused by the security at this hotel just for complaining that there was no taxi service. They do not follow the same laws and can do or claim whatever they wish. It is scary thinking you have no rights as an American in your own country. STAY AWAY FROM PACHANGA. Not all Indian Casinos are like this but this one is scary. I am not the first customer that has been abused.