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| - I am a diamond rewards member. I took my mother to Vegas for New Years day. We went to Paris several times during our stay (we stayed at Planet Hollywood). On our last night, we used our free celebration dinner voucher at Gordon Ramsay Steak. The dinner and service was impeccable.
We decided to check out Napoleon's piano bar after dinner. We ordered two rounds of drinks and tipped the pianists well as they played songs we requested. It was so nice to see my mom having such a good time (I was too). The pianists were amazing. We loved them.
The waitress was rude. Her name was Thao. I ignored her rudeness as we were having too much fun and I didn't want that to ruin my mom's night. I asked her for a glass of water, since I had also ordered alcohol, and she never brought the water. I waved her over a half hour later and reminded her about the water and she responded by rolling her eyes and grunting at me. It was so uncalled for and just plain rude. She works in customer service and this was not even close to good service. I asked her if she could bring her manager over and she responded by pointing aggressively at me and she said "the manager is on the way". About 20 minutes later, the manager came over, knelt down beside me and without introducing himself or even saying hi, he said "what's the problem". At this point, I was so fed up with the rudeness that I got after him about the treatment. I told him that he should not come up to a customer who has a complaint and just ask "what's the problem". He stood up as I was sitting, leered down at me with a really angry face (almost trying to dominate me) and then stormed off, still not saying anything or providing any recognition of my complaint for how we were being treated by the server or now, the manager. I refused to stay after that because it was so horrible. I will not stand for mistreatment like that. I grabbed my mom and told her we were leaving and then my mother missed out on some of her favorite songs that we had already requested and paid for. We were both upset as we left. This all stemmed from a glass of water and it spiraled from there. Another reviewer posted about this same server (the reviewer's name below is Bri and she posted in May of 2014), so my concern now is that there is a theme here, but management don't care how she treats her customers. Something should change here, and it would be a crack down on customer service but that would need to begin with the Manager, who is supposed to lead by example and clearly does not. It doesn't matter how ridiculous a complaint is, or how much you love your staff, a complaint is something that should be taken seriously, if you care at all about your business. I come to Vegas 3 x a year and will NEVER step foot in here again, or recommend it to anyone, ever.
I own my own business and have worked in customer service for years, and I have to say that I have never been so mistreated in an establishment. Everyone is allowed to have a bad day, which is why I ignored the server's rudeness for the first two hours we were there, still tipping her well for drinks, but once she outwardly grunted and rolled her eyes at me, I just had had enough. I would never treat a customer that way. I was with my mother who is the sweetest lady, and she was sad that this had ruined our whole experience.
If I owned this bar, I would make sure I had staff under me that were customer service oriented and that treated customers like gold. It is the customers that keep the business alive, after all.
I wrote about this on Travel Advisor and I also wrote good reviews for the Cromwell and for Steak. We had excellent service everywhere else, and it is evident that customer service is a priority in most Caesar's properties. It is too bad that Napoleon's were so unprofessional and horrible to us, as I would have given them a positive review as well. I will never go there again and I will not recommend this bar to anyone.
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