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| - What happened to this hotel? When it used to be operated as a Starwood Property (Sheraton hotel chain to be more specific), the staff was much friendlier and knew how to handle upset hotel guests.
Where do I begin...I have plenty to say about my overall stay. Due to hotel overbooking and not being able to accomodate guests with reservations, instead of calling or placing us in another HARRAH'S property (ie. Ceasars, Ballys, etc.), they expected us to just "deal" with the problem and wait until the next morning.
1) Checking in late almost midnight, waited 1 hour in line to find out that we were placed in a room next door to a party with base pounding against the wall practically vibrating from next door. This was UNACCEPTABLE, so went back downstairs to complain to wait another 1 hour to finally get moved to the Towers side which was really nice.
Note: Manager in the late evening did not want to properly handle the problem and left it for the morning manager to deal with. I will be nice NOT to leave their name here. Let's just say he was properly dealt with the next morning.
2) Next morning had to DEAL with the problem AGAIN which the manager in the morning was MUCH BETTER to work with than from the night before. We were pleased to hear that we would be upgraded to a panoramic suite which was unexpected but at least made our stay much better. I can't explain about the Superman costumes and memorabilia that was placed throughout the suite, but who cares? At least the room had 2 beds, it was QUIET, and could finally get a good nights sleep.
Side note: DON'T USE the coffee makers/quick water heaters and check the insides first...apparently ours was rusted and seemed a bit moldy. Either bring your own or ask for hot water downstairs. Also, why aren't the towels nice and fluffy? They don't even have a "bounce" smell to them. It's as if they just shoved them in with clorox bleach and the towels were rough on skin.
3) Overall service: DON'T SET HIGH EXPECTATIONS...Apparently upper management can't seem to hire appropriate and intelligent staff to handle the front desk or overall CUSTOMER SERVICE. This include the concierge in the MALL AREA. What is going on with this hotel? I used to stay all the time but after this visit....sorry PH, but I will give another Harrah's property a try. There are just too many options...management needs to get it together otherwise this property will change names once again.
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