L'auberge Casino Resort Lake Charles

“Birthday Celebration 🎂🎉”

Awesome experience with family. Celebrating my birthday 🎂🥳 there pool was awesome. Crawfish and the Asia restaurant.

“First time visitor”

The resort could use upgrading. It is antiquated. The elevators are horrible especially during high traffic periods. We never received room service for the duration of our stay. We checked in on Friday at 4pm. There was a line to check in. Some people’s rooms were not ready. They have the a… more

The resort could use upgrading. It is antiquated. The elevators are horrible especially during high traffic periods. We never received room service for the duration of our stay. We checked in on Friday at 4pm. There was a line to check in. Some people’s rooms were not ready. They have the audacity to wait on the V.I.P. customers first as if we are not all paying customers. We checked out on Sunday at 10am. The sports bar was slow with our orders for both food and drinks .. I mean we sat about an hour before receiving any food. The adult pool was nice, however, their speakers were broken so they were using a blue tooth speaker which was not loud enough for music. Drago’s was good. The restrooms were all roped off all the time. It seemed like they were trying to force you to go to one restroom because they didn’t want to clean the others. The gym was horrific for a resort of that size. Outdated equipment, very few machines. The spa was closed so no spa day. The staff was just okay. I doubt I will ever return, but I did enjoy the pool. The resort has potential but needs attention starting with more staff. At a bare minimum I expected clean towels to be delivered to my room. Nothing. Smh

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“Disappointing Initial Management Response to Poor Check-In Experience GM followed up with Positive Response”

I rated this a three because the initial interaction was disappointing, however when I sent an email to the General Manager, who responded promptly and assured me he would take care of the situation I was extremely disappointed with my recent experience at L’Auberge. The check-in line around 6… more

I rated this a three because the initial interaction was disappointing, however when I sent an email to the General Manager, who responded promptly and assured me he would take care of the situation I was extremely disappointed with my recent experience at L’Auberge. The check-in line around 6:00 p.m. was excessively long, extending beyond the roped queue area, with very limited staff assisting guests during what should clearly be a peak check-in time. What concerned me most was the response from management. A frustrated guest asked two managers what was going on while pointing to the long line of waiting guests. Rather than showing empathy or attempting to de-escalate the situation, the response felt dismissive and sarcastic. One of the managers, Mr. Scott Love, appeared more focused on making excuses than acknowledging guest frustration or offering solutions. Equally disappointing was that the second manager, Mr. Hinthorne, stood by silently and made no effort to intervene or assist. Guests who have traveled for hours, are tired, hungry, and waiting extended periods to check in deserve professionalism, empathy, and respect. This interaction reflected poorly on the leadership team and made me seriously question whether I wanted to continue staying at the property. I do want to recognize Ms. Lakendria Fisher at the front desk, who was professional, efficient, and accommodating once I finally reached check-in. She was the bright spot in an otherwise disappointing experience. Management sets the tone for customer service, and unfortunately this experience did not reflect the level of hospitality guests should expect. I am adding to this post because later that evening I sent an email to the General Manager, Mr. Harold Rowland, who responded promptly the following morning. He took the time to listen to my concerns, was extremely apologetic, and reflected a very different level of professionalism and customer care. He shared that he would attempt to identify the guest I referenced so that he could personally address the situation. More importantly, he assured me that he values guests and expects his leadership team and staff to reflect that same standard of service and respect. Based on our conversation, I genuinely felt that his response was sincere and that he was committed to addressing the matter appropriately.

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