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  • Terrible time dealing with acting General Manager Michael Cates. My friend was literally gassed because of a staff error, needed immediate medical attention and it ruined our day. When we finally spoke to a manager, after 45 minutes, the Manager Jansen was great, but deferred to Michael who handled the situation terribly. He became threatened by my frustration and lost his cool, acting completely unprofessional and not what I would expect at the Palms. He actually said, "you came at me!". What manager handles an obvious error by his staff like that? They offered us $100 off our bill, I told him I will pay him $100 to go in the bathroom, mind you, 45 minutes after it happened, and breathe in the toxic fumes, of course he refused to have any empathy in the situation. Thankfully Jansen Hetrick stepped in and took care of us. Really frustrating because for the most part the situation was handed great by all the other staff, quick attentive medical attention from Wade in security and the other staff, but that ended with Michael. It is surprising with so much competition for summer pool business, the Palms would not want to just take the high road and provide great customer service.
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