After this, a more sympathetic security guard came to Wendy's aid and, although the partying guests were loud the next morning, they quieted down fast after Wendy placed another (her third) call to security. Needless to say, Wendy is not going back to Harrah's again. Here's the response from a representative of Harrah's parent company, Caesars Entertainment, after Wendy wrote in about her stay:
I was certainly distressed to read of the difficulties you encountered while addressing the noise disturbances to our Front Desk staff. Our staff is expected to go above and beyond, be courteous, and helpful. If there is a problem, our staff is expected to help you to find a resolution. The type of service you described is definitely not within our guidelines. We take our guest service very seriously, and to hear that our employees reacted so nonchalantly is particularly disturbing. I assure you that these matters will be addressed for corrective action. I am truly sorry that we did not provide the level of guest service that you expected and deserved.
Going forward, I would like to try to restore your confidence and reiterate our concern for your satisfaction. On your next upcoming visits to Flamingo, please contact our Total Service Department toll free at 1-877-716-4500. A service representative will gladly make a note of your arrival date and do their absolute best to ensure the room type you requested is available for you.
Caesars got lucky, though. Wendy isn't ready to jump ship yet and start staying at MGM properties. She has her next trip already booked and is staying, instead, at Flamingo. Here's what else she had to say to Caesars:
The decline in service that I have slowly seen over the years from the Harrah’s property is horrible. I may not be a diamond or a platinum card holder, but I am still a customer, and I expect to be treated with a little more respect, and I am sorry, but that just isn’t happening. When I stay at the Flamingo property, the service there is outstanding. The differences are quite noticeable, from front desk check in to cocktail service.
I’m bringing this to your attention because we have always loved staying at Harrah’s. For the most part, we have received the service we have come to expect. The last few years we have seen a sudden drop off in on how we are being treated at your property and it saddens us to see that you are beginning to miss the point. You’re in the service industry and might be time that your employees are reminded of this.
My next few visits to Las Vegas are already booked, and they are booked at The Flamingo, NOT Harrah’s property.
Have you ever fallen out of love with a Las Vegas hotel? Tell us why in the comments below.