This hotel needs a serious lesson in service! This is not the first time i have been treated rudely at this hotel, but it will definitely be the last! I have been a loyal platinum member at the Harrah's properties for years, and I am shocked that the hotel management would allow staff to treat people the way I was treated. Saturday, 6/23/12, morning was the first kick off to the party. After 30 minutes in line and 30 minutes of unsuccessfully finding chairs, we just got a bucket of beers and got into the pool. After my second miller lite, I got out to go the bathroom, and while walking out of the bathroom I decided to call my girl and give her an update on the trip. Well it seems as though you can't have a phone at the pool, because a security guard, Craig S, with a very small overly aggressive god complex charged at me, and in his most hood like language accused me of taking pictures of girls. I immediately said that was crazy and that he is more than welcome to go through my phone to verify that I was doing no such thing. His response was "I don't need to see yo damn phone!" He then accused me again of taking pictures of girls, even citing that some phantom girl said I was taking pictures. I again explained to him that I was using my phone to talk not to take pictures, and this time pulled up my photo album and told him to look. In his most educated ability he mustered up the same "I don't need to see yo damn phone!" Well by now people are staring, and 2 other security guards had rushed in for backup, as Mr S again accused me of taking pictures of girls. Now frustrated that he refuses to accept actual proof I said look this is f-ing crazy and I am not some creep that would do that and to stop accusing me of it. Well I guess that was enough for him to say "your out." I told him no problem I'll go, but that I gamble a lot with his employer and that I would be filing a complaint for what he is unjustifiably putting me through. He told me, now with his heaviest of gangster accents (I guess that makes him tough) "go ahead, yo casino status mean nothing at the pool!" I said ok and that I need his name. His response... (really tough now!) "can't chu read muthaf$&@er" I turned around, looked at his badge and said "yes I can Craig S" I then made it to the front, full escort of 3 security guards, at which point I stopped to put my shirt on as people gazed at the scene that had been created for... what I don't know, maybe Craig hates his life. I mean a simple glance at my phone and a sorry for the misunderstanding would have seemed much more appropriate. I proceeded to file an official complaint, which I was met with many apologetic people. Too bad the one guy I would have appreciated an apology from was not brought to the room. I filled out a complaint form, and ranted the story of what had happened to me over and over furious with anger. I asked the security, if you spend 10 grand a year at your local grocery store and a checker began accusing you of this while you stood in line, would you still shop there? He had no words. After being told, or how I interpreted it, that the complaint would be sent directly to an investigator's trash can and that I will receive a mass produced BS email saying "we would love to have you back", I decided that my only recourse is to vote with my wallet. I went to VIP services where I was met with cardboard cutouts of people. I told the agent that I would like to check out and asked that they refund the next 3 nights understanding that I had never in my life been treated this way and 2 hours in to my bachelor party they had officially ruined it. That is a request that a VIP cardboard rep can not process, so the manager of the mill was called over. She gave me the same line that a refund was not possible. By now I was done, I looked her in the face and said "look if you want to charge me to treat me like dirt, go ahead! I'm still out of here" she then wiped out 20,000 reward credits and said she would have the money refunded. Mmmm, maybe she thinks I am stupid but using my comp points is not a refund! The sign on the door is very misleading, VIP services... what service? I booked a last minute replacement at MGM, and will now forever be living the Mlife! Unless, of course, they decide to steal away the employee of the year, cum laude graduate, better known as Craig S.
Is this review positive or negative?
Available options: A. negative B. positive
Answer:
A.