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| - I've been to TH&C many times in the past. I like this place because it's small and has good comps for free rooms, food and cash back. Most of the waitresses on the casino floor are very, very rude. Give a $2.00 tip you get a half smile and a low thank you. Give a $1.00 tip and you get a roll of the eyes, a huff or a "Wow".
The clerks at the check-in and player's card desk are also rude. I arrived to TH&C this past Saturday at about 1am from California. I informed the clerk that we were checking in to the hotel. She searched my name and said, "This is weird" and continued typing. She asked for my name again and my home address. She said she couldn't find a reservation with my name. I gave her the reservation confirmation number. She said she found my name but a different address. The address she had was off by one number. I told her that was weird because I had stayed there in the past and my address was the same as the last time. She then said my reservation was canceled and they have no available rooms. I thought it was a mistake at first because neither I or my spouse had canceled. The clerk then walked away to speak to the so called Manager. I could hear the "Manager" saying, "No it was canceled and we can't help them". He walked over to us saying your reservation was canceled and we have no rooms and attempted to walk away. I asked who canceled and he said I don't know it was just canceled. I told him we had a confirmation number and he said, "No your reservation was canceled because your card was declined". I find that hard to believe because we had transferred a specific amount of money to our account for this trip. I told him that wasn't true because I made the reservation on Monday and confirmed on Wednesday and I was given a confirmation number. He said, "Well it was canceled"! I asked him why we weren't notified and he answered, "We don't have to". I told him of course you don't have to but we are customers and it would be nice to know this since we're driving from California. He walked away as he was speaking to us to attend to a couple checking in and was speaking louder causing a scene. My husband asked to speak to a Manager and he shouted, "Don't yell at me, I am the Manager". He then gave us his Manager's name and said he comes in at 7am. At this point I am frustrated, disgusted with this person and tired from the 4 hour drive. It's 2am and we have no where to sleep. This so called Manager didn't have the courtesy to apologize, offer assistance to find another room at a different hotel and let alone be nice. I called TH&C reservation this morning and asked if a card is declined what happens, she said the reservation is not made. I believe someone messed up somewhere and there was no other way to get out of it. I've stayed at this place 5 times before and this is the worst experience ever. I can tolerate rudeness, but this was more than just a rude person. We drove around Las Vegas looking for a room and did not have any luck so we decided to gamble. Fortunately at about 8 am, we returned to TH&C and spoke to Mr Cole. He was very polite and apologized for the whole mess. He then gave us coupons for free breakfast buffets and told us to return at 12pm to check in. We felt so relieved and thankful. I hope no one ever has to go through this. I don't know if I would book at this hotel again, because the comped rooms are very luring. I've recommended this place to friends and family in the past and have had good times, but I wouldn't recommend it to anyone after this. I appreciate Mr Cole for apologizing and being so professional about all this and believe that's how this should have been dealt with since the beginning. Even though it doesn't make up for what we went through that night. I hope the "Manager" is reprimanded and recommend he take some customer service and sensitivity class.
On the other hand, the rooms are very nice.
Customer Service-0
Rooms-4
Parking-4
Food-3
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