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| - I really like the Flamingo Casino but I will probably never stay at the hotel again. I would have to really think about staying at any Caesars property. The staff at the craps tables were great and were friendly.
As many of you know when you go to Vegas, you typically would spend your evenings out and subsequently you are sleeping in to recover. My buddies and I slept in (we shared 2 connected rooms) and didn't want to be woken by the housekeepers, so we put the do not disturb signs on the door.
That evening around 7pm after checking the Mob museum and Fremont St, I noticed a message on the room phone and I was told that since we had the do not disturb sign up that we could call to let Housekeeping know they could clean the room. Since we really only needed new towels, I called customer service and asked to have Towels sent up, they said they will send some up, and no one came. After 2 hours and calling two more times with the last call where I asked that it be escalated to supervisor, customer service said that a Housekeeping supervisor was looking into it. The 3rd customer service had an attitude and when I asked will they confirm that the towels were definitely coming, she kept asking 'Have I solved your problem?'. Since I didn't have the towels or confirmation from someone in the hotel, I would say no. We decided that we were spending way too much time dealing with this left to go to the Rio seafood buffet (which is no longer worth it anymore as they don't have unlimited lobster anymore) and had to rush to eat as they closed at 10. After stuffing our face with seafood and prime rib, I certainly would like to wash up but we got back to find no towels and I called customer service a fourth time at midnight, the customer service agent said that there was some staffing issues in housekeeping and they were going to take off that day's resort fee. I asked why that should affect delivering some towels since they've now had five hours. After another 20 minutes, I called again and insisted on speaking to a manager. The customer service manager mentioned that they weren't onsite and had to call the front desk to arrange for someone to get me the towels within 20 minutes. He also said he would take off the resort fee. Someone finally delivered the towels saying sorry there was a shift change.
Seriously, who cares about the resort fees? How about providing some honest answers, I can understand and accept reasonable explanations why there may be some problems. How about doing that on the 2nd call after the first 30 minutes? Maybe following up after the 2nd call to make sure I got the towels. Case management is not very hard to manage, you would think that a hospitality business would have this down.
After a night of gambling, drinking and getting back from a club, I stopped at the front desk to ask about late check out and since I was there I asked to speak to the front desk manager. So Renata, the manager was called over, who by the way came over when an attitude as I was interrupting whatever she was doing with some paperwork, five feet away. I told her about the towel issue and asked what was going on. Her attitude and response just aggravated me. Renata kept saying, it was her Monday and she didn't know what had happened and that the resort fees had been removed from my room bill. I told her that she can put the fees back on because I don't care about the fees, I want to know why it took 6 hours and 5 calls to get the towels?
Now, I admit that most people would accept the $70 and let it go but I ask why? The customer service call center was pointing fingers at Housekeeping and Renata was pointing fingers at Housekeeping and the call center while saying its her Monday. Where's the accountability? I'm really surprised that the managers who are face to face with guests in the morning aren't looking out for anything that stands out (like a guest calling 5 times about the same issue overnight) regarding customer service because it's usually gets brought up during checkout.
The point of coming to Vegas is to have a good time, if the hotel middle managers aren't held accountable for their staff, then this will happen again and mess up other people's weekend. I travel a lot for business and subsequently stay in a lot of hotels.
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