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| - A true sense of customer service is how a business handles things when the customer isn't happy with their experience and what they do behind the scenes and not what they appear to be doing. I won't go into all the details of my experience of what led me to complain (but you can read Jeff G's review if you want to read the details) but it's how The Mirage responded.
There were lots of inconsistencies and lack of communication due to a charges for 'using' the minibar refrigerator. Yes, there may have been a sign on the fridge door but if it's not clear on the on the price list, one may assume they want people to move things around and use the fridge for personal use and then be charged, which is the assumption I make. Also they couldn't answer when I asked why my sister's fridge was locked and why ours wasn't so there seems to be some inconsistent practices. Ok, so maybe I don't know the rules of Vegas to know "Do not use the minibar if you aren't going to consume anything from it" but all the other times I stayed in Vegas there's either been no minibar fridge or I stay in a resort with a kitchen so I can load up the fridge with whatever I want and move things around for FREE! Maybe it would be good to assume not everyone know this Vegas rule.
The sense of this being a large resort, and I am just one guest of thousands who has an issue is the feel of this operation. It's not like exceptional service on cruise ships, nor am I expecting it to be but the condescending manner the Manager at the front desk spoke to me was unprofessional in a customer service position. When I inquired with the front desk agent about the charges, she informed me it's due to a sensor and since I moved items I would be charged for consumption of them. When I spoke with the Manager, he said he would remove the charges but I would be charged a restocking fee. He did his eye rolling, you are annoying me, I don't get paid enough to deal with this, look and I wasn't going to argue with him anymore. He also blamed marketing for not being clear on communicating the fridge is not for personal use. Way to pass the buck.
When I asked who else I could communicate with, I was told they would give me an email address to send to. After the interaction, I wasn't provided with an email address and had to ask for one. They don't really want people to email and complain, do they? Shortly after our one night stay, I received an email survey from Mr. Kallao, VP Hotel Operations, which I'm sure is sent out to all guests. When I didn't reply right away to the survey, I received an email reminder a few days later. So this means, Mr. Kallao REALLY wants to hear what I have to say now and will actually do something about it?
So I completed the survey and also looked up Mr. Kallao's email address as he took the time to email me, I thought I would take the time to email him as well. I forwarded him the email that I sent Lori P, who seems to reply to most of the Yelp reviews, and waited for a response. But Lori P nor Mr. Kallao responded but I received a response by someone who signed their name Guest Experience. They tell you it's going to take 3-4 days to get an email response (mine was quicker than that) but wonder why that was as they seem to reply to online reviews in a shorter time period?! And wow, what a name to work in guest services and be named Guest Experience! Lori, when you read this review, no need to write a response as Guest was able to help me.
They replied they would call me and I provided my contact number and received the call. The person on the other end of the line, I don't recall the name but it wasn't 'Guest Experience' who called (must have been Guest's day off), quickly agreed with me the situation wasn't handled well and that I would be receiving a refund on my credit card. She must be trained to get on and off the phone in less than 2 minutes and give unhappy customers' their money back.
At the end, I'm happy to get my money back. But don't be fooled. all the glitz and glamour to make you feel like a valued guest are just for show, once you have an issue they will want you to disappear just like the tiger show they had. Also, for the price some guests pay here, you can stay at another resort where you can actually use the fridge for free!
The Mirage may want to adopt a motto: Appearance doesn't mean much without action.
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