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| - This was the worst hotel stay I've ever had! If I could give it a 0 I would. The girls at the front are all rude and uninformed. They don't give you any details about the hotel. When we first got to our room, the hot water would not turn on in the sink. We reported it right away and were told it would be fixed. We went to dinner and to gamble. By the time we got back, we noticed it was still not running. We called the front desk, no answer. Walked to the front desk and the girl told us the engineers were gone for the day and there was nothing they could do because they were fully booked. She offered us two free drink coupons!!! Seriously, no hot water is equivalent to $10?! While we were talking to her another woman asked to have the heat lamp outside turned on, which the girl laughed and said, "I don't have access to it and our engineers are gone for the night, I can't turn it on for you." They can't turn on the heaters outside when it's 40 degrees?! Horrible customer service. Went to bed, called first thing in the morning. We were told the front desk manager would call us back. Waited over an hour, no call. Go to breakfast, come back, still no call. Call AGAIN about no hot water and the manager's phone rings and rings with no answer. Talk to guest services who says this is unacceptable and to talk to the head supervisor, she's not in on the weekends, leave her a message and she will call Monday February 26th. No call. Then we see on our bank statement a $25 charge. I call to question this and I am told they have a resort fee which includes free valet parking, a free appetizer, etc. None of which we were ever informed of. Took the front desk girl 20 mins and never could find our reservation. She finally transfers our call to the supervisor, Amber who is so rude, I got extremely angry and said to her, "you are not empathetic to our situation at all, if you were in our shoes you would want a full refund, not $10 in drink coupons and a refund of the resort fee, which you never informed us of." To which she condescendingly says, "I'm sorry you feel I am rude and unempathetic, is there anything else I can do for you?" Now I have contacted my credit card company for a full refund of our room because of not having basic amenities like hot water and not being informed of fees charged to my credit card. DONT STAY HERE!!! You will regret it. Go to a newer, up to date casino like Harrah's Ak Chin in Maricopa. I will never go back to this casino or resort ever again. Waste of money, horrible customer service.
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