Thought I would share my recent experience with Harrah's. I posted this on the hotel review section as well.
My husband and I checked into Harrah's on December 6th for a 4 night stay. We have been to Vegas many times before, and have stayed at a number of different properties (Caesars, Ballys, Paris, Venetian, Palazzo). We really like the Venetian/Palazzo, as we love the poker room at Venetian and often dine at the restaurants on site there as well. Having said that, we found such a great rate at Harrah’s that we decided to give it a shot. We knew exactly what we were getting into property wise, and had read a number of positive reviews on Harrah’s. All we really wanted was a clean and fairly updated hotel room.
We actually made a reservation at Palazzo and Harrah’s and in the end decided to cancel the Palazzo reservation and go with Harrah’s – we figured it was worth the huge cost savings for this particular trip. Boy were we wrong!
Check in was fine, and we were given the exact room that we had booked (premium room with king bed). Room was in the Mardi Gras tower and seemed to be updated. It was clean and the bed was comfortable. We were fine with the room and hotel and were ready to start our Vegas getaway. All went well the first night.
On the morning of the next day, we went out for breakfast and then came back to the hotel. My husband had to do some work, so he decided to go up to the room and connect to the internet for work. I stayed in the casino to play for a bit. About 45 minutes later, I went to meet my husband back at our room and when I got off the elevator I found him in the hallway getting let into our room by a security guard. I asked what had happened, and my husband could barely speak as he was so frustrated.
Once in the room, he described to me what had taken place. When he went up to our room, he found that his room key would not work. No problem, it happens. He went down to the front desk, waited in line and then got new keys printed (the woman at the desk blamed it on having credit cards or a phone in his pocket). He went back up, and of course the new keys did not work. Went through the same process again and second set also didn’t work. He went down a third time and the manager printed him new keys which he said were from a different system, and would definitely work. He told my husband that if for some reason the new keys didn’t work, he didn’t have to come back down – he could just call him from the house phone near the elevators. Of course the keys didn’t work, so he went to the house phone – which also didn’t work! Back down he went – quite frustrated at this point.
He spoke again to the manager – without raising his voice or swearing – but clearly frustrated. The manager immediately got on the defensive and threatened to evict my husband from the hotel, because he didn’t like the tone of his voice. My husband remained calm because at this point all he really wanted was to be able to get back into our room! The manager said he would send security up to let him into the room and he would then bring up new keys for us. Security let him into the room and then we waited and waited. Nobody was showing up with any room keys.
In the meantime, my husband hooked up the wired internet so that he at least could get his work done. Low and behold – the internet was not working. Lovely. So I decided to make a call to find out where our keys were and to report our internet issue. I got put on hold 3 times without getting anyone to help with the keys. I then inquired about help for internet and was connected to an outside third party who were backed up with calls and I was prompted to leave a message with the name , city and phone number of my hotel and I would get a call back – great service!
A little while later I finally got a call back from the front desk and it was the same manager saying that he got a message I was looking for him, and what could he do. I said we were sitting there waiting for new keys and also told him about the internet. He said he would bring up new keys. He arrived a few minutes later and stood at our door with a very condescending attitude and just kept smiling. I explained to him how frustrated we were and he just kept smiling and told me I could feel free to fill out a comment card. I asked if there was anyone physically on site who could fix our internet, and he said yes. He said he would put in a work order for me and then left.
About five minutes later there was a knock on our door and I was fully expecting it to be the internet technician. It wasn’t. It was the most lovely bellhop – who had a new set of keys for us. I told her that the manager had just given us new keys, and she was pretty pissed with the lack of communication. She called him and spoke to him. She hung up and pretty much said he was an idiot. I also told her about the internet issue and she said that we would be waiting awhile for anyone to come, and that we should switch rooms. We were sick of sitting in our room waiting for stuff – so we did as she suggested and packed up all our stuff.
She promised she would be back in 5-10 minutes with keys to a new room and that we should wait for her. In the meantime, the phone rang again and it was the manager saying that he had put in a service call for a technician who should be there “soon”. I told him we were told that we were switching rooms and that we had already packed up all our stuff. He said “Oh, so you want me to cancel the service call?”. I was like – I don’t care what you do – just make sure that we are put in either an equivalent or upgraded room. He immediately said “Hold on – I am not prepared to upgrade you!”. I repeated what I said and he said fine and hung up.
The bellhop showed up a few minutes later with keys to a new room and we went off with her. Immediately upon entering, she saw that there were two double beds and she said that was not acceptable (which we obviously agreed with) and immediately called down. There was now another manager on the phone who insisted on speaking with me. I got on the phone and he advised me that there were no other rooms available! I said (in a very calm voice) that that was unacceptable. He immediately said “if you are going to use that tone with me, I will have you evicted from this hotel”. I said “EXCUSE ME”?? He said very rudely – “if you want to talk to me, come down to the lobby! “ and hung up on me.
At this point I was shaking. I was in shock that any customer service person (or anyone at all) would speak to me that way and treat a customer that way. Honestly I felt like I was in the twilight zone. We went back downstairs with our lovely bellhop, and found both of the managers at the front desk. We were soooooo frustrated and upset by this point that I started crying. I calmly (through my tears) told the manager how I felt he treated us and that I have NEVER been treated this way by anyone before. He smiled and said I was free to fill out a comment card. Can you believe that we didn’t lose it on these guys?!
We decided that this was all too much and definitely didn’t need to be treated like crap by these guys. After some continuing back and forth, my husband went back to one of the managers and asked if he would charge us for any additional nights if we checked out right then? He also was telling him how disrespectful they had been etc. While this was happening – security appeared behind my husband and then proceeded to tell us that we were no longer welcome on their property, and that we should gather our things and leave the hotel! We were evicted!!!
Honestly, this was the most horrible, awful treatment I have ever encountered. We immediately got in a taxi (after our lovely bellhop hugged us goodbye) and went straight to Palazzo. The welcomed us with open arms, honoured our cancelled reservation rates and upgraded us. NEVER AGAIN WILL I STEP INTO HARRAH’S.
Service is everything – and they completely failed!