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| - I have stayed at Harrah's numerous times over the years. I was shocked at how terrible my experience was this past June. I will NEVER return. We were celebrating a special event and the experience really put a damper on things. First of all, we got in line at 3:30 to check in. There were at least 70 people in line and only 2 clerks to handle the check in process. At 4:00, (official check in time) other clerks came on duty but as one came, another left, the staff stayed at 2. we finally got waited on at 5:00 and they could not find our reservation even though I had the printed confirmation. At 5:30 they found it and sent us to yet another line where at 5:50 we were checked in and told our room was not ready, after all they are not promised to be ready until 6:00 but due to a maid shortage they could not tell us when it would be ready and suggested we go up to the room and ask them to clean it next. We did this, found a maid (not ours) and he said he would clean it next (we tipped him to do it). We got back in the Get your keys line at 6:30 and at 6:55 they called my cell to same the room was ready and since we were next in line, we got our keys at 7:00. We found a bellman to take our luggage up to the room immediately. Since we had 7:30 show reservations we rushed out the door and did not check out the room. In summary it took 3.5 hours to check in of which most of the time was standing in a line. By the way this was a Wednesday and surely Harrah's knew how many reservations they had to check in and they were not adequately staffed anywhere in the hotel to handle this process.
When we returned, we discovered the safe was locked from the previous guest, there were no drinking glasses, the mini bar and refrigerator had been removed and the room was bare minimum as far as amenities.
Each employee we came into contact with was very helpful and apologetic. They explained that since Cesar's had acquired Harrah's there had been many layoffs and more to come resulting in staff shortages.
we decided to check out a day early and when I went on the on line system on the TV it was down and I was directed to go to the front desk. Of course, when I got to the front desk there was a long line so I opted for the express check out box. This was early Friday morning. I filled out the form, enclosed the keys and left. At 4:40 am on Sat. morning I got an email saying I could check out using the included link, which I did. About 10 minutes later, I got an email saying that my use of the express check out had been completed. Clearly checking out of Harrah's is not a priority for management.
Going forward I will not stay at Harrah's or Cesar's as clearly basic customer service for guests is not a priority.
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