| rev:text
| - I'm the travel coordinator for my company and we send a group of employees (from the multi-million dollar founders of our company all the way down to our warehouse guy) annually to a very large event and it's usually housed at the Hard Rock in Las Vegas. It's always complicated to get my rooms reserved and prepaid for, but this year... well this year was just a nightmare.
So instead of telling you about who dropped the ball, I'd first like to tell you who helped pick it back up and that would be Norma in reservations and Todd the front desk manager. These two individuals were absolutely stellar in helping me. The issues seemed to stem from somewhere beyond Norma and Todd, though that part is still a mystery.
Ok, now back to the story - way back in August of 2016, I was advised to deal with Michael Rowland, Executive Director of Group Sales. This was the first year (out of 9 that I've handled this show) that a Hard Rock director was involved which I thought was weird, but I did as I was told. Michael simply doesn't respond. Send him emails or leave him voicemails, doesn't matter because he's not going to respond. I kept getting pressure on my end to get the talent room rates so we could make our contract negotiations and Michael simply would not answer any of my communications. Days later he finally emailed me this 8 page long contract that was so confusing that I couldn't make heads or tails of it, and then of course he refused to respond to my questions. The only thing he would talk about was some sort of credit card compliance issues that they were having... He left me a voicemail about it. I'm sorry, but how is that in any way my issue? Beyond it not being my issue, I wasn't even trying to prepay for any rooms at that point, I was simply trying to obtain pricing. I never was able to get anything useful out of Michael, so I ultimately had to give up on him all together. When the time came for reserving the rooms I didn't even bother trying to deal with Michael again, I just reserved the rooms myself. I guess this is a shady way of not having to discount any rooms at all for any reason? That's certainly what it seemed like from my perspective. For him to hold an "Executive" title of anything is staggering to me.
After the third night in a row of being called by my employees having problems at the hotel I was ready to cry. I mean, who needs this level of stress? Las Vegas is supposed to be a fun place to do business in, but none of my employees had any fun. It seemed that none of my payments were actually applied (despite me calling and verifying every single room and writing down who I spoke to, the date and the time) it just did not matter. Nothing was enough; it seemed that all of the hotel accounting had simply ground to a halt on the back end.
This entire event was maddening to me because it erodes the faith my employees have in me being able to make their travel flow smoothly. One of my senior level people had a hotel staff person knock on his door and ask him to leave because of the payment issues... His room was fully prepaid before he ever even got to Las Vegas!! This makes me look like I can't do my job! So thanks Hard Rock Hotel, thanks for causing me to have to apologize to a room full of annoyed people, thanks for multiple late night phone calls from my employees, thanks for making huge accounting messes for me to try to figure out and thanks for dropping the ball in every possible way. FAIL.
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