I posted a complaint on 23rd September 2020 about being refused admission at Grosvenor Casino, due to my ID not being updated It has expired during lockdown periodI received a call from their customer service last week The man phoned to apologise for my not given access then promptly stated just bring your ID on next visitWhat sort of an apology was thatNo mentioning that his staff should have used their discretion to allow my entryIt’s was like telling me off I then pointed out that I was never notified by email or phone to say that you ID needed to be updatedHis replied was that they have no record of my contact detailsWhen I told him that I have been receiving emails from them regarding their reopening, he gave me a stupid excuse saying data protection law stated I need to give then permission So I asked how come I was receiving new updates from them via emails regarding their changes in their opening timesWhat nonsense of excuses!All I wanted to hear was that their staff should have treated valued customers better especially when my sister was allowed in and I wasn’t Discretions should be exercised Also that we travelled over an hour to get there amid Covid fear plus their casino was quite empty at that time
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