To whom it may concern, I, Eva Bedoy, player n Overwhelmed by the recent loss of my daughter, I sought solace and a temporary escape at Agua Caliente ******, a place I hold in high regard due to the exceptional customer service I consistently receive there. Jennifer, who assisted with my booking, was, as always, very pleasant. I allowed a gentleman who had previously helped me with a flat tire to use the shower in my room. I want to emphasize that I had no knowledge of any wrongdoing or the accusations that were later made against me. When I returned to my room that evening, I discovered the door was locked and without my knowledge, my key had been deactivated. Due to prior events that occured with the gentleman I gave my other key to on the ****** floor to shower . I went to the front desk to resolve the issue and was told I needed to wait for authorization for new keys. While waiting, the on-duty supervisor, Andrea, approached me. Instead of offering assistance, she began sharing personal and irrelevant information about the individual who had used my shower. This was both inappropriate and insensitive, given my vulnerable emotional state. Andrea's demeanor was condescending and accusatory. She yelled at me as if I were a child, issuing threats and baseless warnings without any factual basis. This added insult to injury during an already incredibly difficult time. I understand the importance of security and their vigilance regarding banned individuals or potential problems. However, professionalism should never be compromised, and no one has the right to demean or disrespect another person based on assumptions or perceptions. I tried to explain the situation and assure her there was no wrongdoing on my part, but she remained dismissive and hostile. Frustrated and hurt by her complete lack of empathy, I informed her that I intended to file a formal complaint. I requested a refund and expressed my desire to leave the premises immediately. Two other guests witnessed the exchange and were appalled by Andrea's unprofessional behavior. They kindly offered their contact information as potential witnesses to corroborate my experience. The combination of my deep personal loss and the insensitive treatment I received has left me feeling incredibly hurt and disappointed. As a loyal patron who consistently promotes Agua Caliente's exceptional service, this experience was particularly jarring. I have always held the casino's reputation in high esteem and frequently share positive experiences with others. This incident, however, has deeply impacted me, and I cannot let it go unaddressed. I am confident that upper management will take my complaint seriously and address the unacceptable behavior exhibited by their supervisor. I would also like to express my gratitude to Jessica and Rosalyn from the swing shift, who provided me with support and understanding during this ordeal, upholding the high standards of customer care that I have come to
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