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| - My sister and I booked this five day trip to Las Vegas to celebrate our birthdays(a girls trip), and decided to stay at Harrah's because of the central location on the Strip and because our Mom was a previous Platinum cardholder. We upgraded to a suite when we checked in, and was on the 34th floor with a Strip view. Very nice! There were problems, though. Both of the vanities had water pressure issues, and we both got soaked on several occasions from water spewing/shooting out. Because of water getting on the floor when taking a shower(there is not a door enclosing shower), we had towels on the floor to mop up water that flooded out!
The first day of check-in, my sister found a hair in her sheets that obviously wasn't hers. A very long hair of a different color! That was gross. Made you wonder if they hadn't changed the sheets? For our 5 day stay, I had to request extra towels and coffee/cups since we opted out of maid service to save an extra $40 off our bill(the credit was used to comp food.
We ate at Flavors Buffet in the casino for breakfast twice, attended a Pitbull concert Friday night at Planet Hollywood, and also had Sunday Brunch at the renowned Bacchanal Buffet at Caesars. These places are all part of the Total Rewards properties, and we thoroughly enjoyed all of those experiences. I also gambled at all of these properties, too, which I am sure is reflected on my TR card!
Our last night before checkout, the power had just gone out when we returned to get ready for dinner. It was total chaos in the casino! Customers did not know what was going on-my sister actually googled to find out what happened since hotel staff and security did not provide any immediate assistance or help!!! We couldn't get up to our rooms. Our dinner reservations had to be cancelled; I had to go outside of the casino to get a wi-fi connection to do online check-in for our plane reservations...overall, it was a total inconvenience! My sister was consoling an elderly guest because she had no idea what was going on, and I was very surprised that the Harrah's hotel staff did not provide better customer service. They seemed pretty oblivious to the situation, and were more concerned about closing off access to the all the restaurants/shops/elevators that had no power.
When my sister was checking out, the front desk only offered a discount of one night's room fee, which is $34.01. She spoke to a supervisor later that day when we were at the airport, and she only offered a total of $68.02 in credit to our bill. Seriously?!!! Very disappointed.
We had a wonderful time at your properties, but it was overshadowed by the lack of compensation when we checked out for all the inconveniences we incurred. There are other properties on the Strip that would want repeat business, I think? We had already planned a family reunion to meet in Vegas with a stay at Caesars(we have stayed there previously and saw Celine Dion in concert, which was awesome!). I am sure you had many guests complain about the power outage and the inconvenience of not being able to get to their rooms(I overheard a gentleman speaking to security he had a flight to catch and couldn't get to his luggage!).
Although I live in the Scottsdale/Phoenix area, I do not go to Harrah's Ak-Chin casino; it is too far away from where I reside. I am a Platinum cardholder at Win Gila River properties, and Talking Stick Resort locally. Since I am only a 45 minute flight from Vegas, I had planned to return frequently!
The 'Service Experience'is what brings customers back...I hope this feedback is helpful.
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