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| - When you get robbed, you leave a one star review. I went in for a 10:00 AM massage and facial. Standard procedure, I arrived about 30 mins early to put my belongings in a secure locker, use the steam room, and relax in my robe before heading into the treatment. I had checked out of my hotel room at the Hard Rock Hotel earlier that morning, and I was carrying a lot of cash from the blackjack table the night before. It doesn't matter how much, but let's just say it would have covered my mortgage payment for the month. When I returned from my treatment, I found that my locker had been opened (a key-coded lock) and all the cash in my pockets was taken.
I immediately reported this to Palms security and the Las Vegas Police, filing a comprehensive report with both. Palms investigated the claim and concluded that they were not able to accuse anyone of theft since the locker room has no security cameras. Las Vegas Metropolitan had no evidence. So I basically had no grounds for a criminal case. Following a lengthy back and forth discussion, the Risk Management team's official response was basically, "we're sorry that happened to you."
Look, I realize that there is a slim chance that the individual who broke into my locker would be apprehended. I remember the one guy who was in the room with me when I locked the locker - probably a pro who spent the money before I ever knew it was gone. The true failure here is with customer relations. Not a single person ever offered to compensate me in any way for this horrific invasion of privacy and terrible overall experience. They didn't even offer to refund the spa treatment! When I called the Risk Management director and the spa Manager in the days following the case, I left messages asking for the names and phone numbers of people at the Palms who handle customer relations issues like this. No one ever returned my phone calls or emails.
This is the type of experience that leaves a sickening empty feeling in your stomach. I've stayed at the Palms and Palms Place many times in the past, visited the spa, and have a players card with a casino host. I guess I made the mistake of thinking that they value my business. What a terrible model of service! It's one thing to be robbed, it's quite another for the people whose job it is to control and monitor that kind of behavior double down on the disappointment. Be careful!
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