Caesars Rewards — Local services in Paradise

This is for Caesars Rewards VIP check in at Paris Las Vegas. On July 4th, the manager/supervisor in the Diamond/Seven Stars registration ruined my trip. I didn’t catch her name but she is blonde with glasses working at 8pm. Backstory, I had called the VIP line to add a guest to my room like I have done so before. On July 3rd, my flight was delayed and I had called Paris property to confirm if my guest can check in before me. They said my guest can but they will be charged a fee and fee will be removed when I check in with my comped room. I checked in around midnight and had a few drinks with my guest b4 calling it a night. My guest used their keycard to get in so I didn’t have to use mine. The next day on July 4th, I got a call from my guest saying that they are suppose to check out of the room and the room was only booked for one night even though I clearly booked for two nights and have confirmation. I called back Paris to try to get it sorted out and they said I had to come in. I left in the middle of my dinner and skipped my 4th of July plans to sort this out. When I went the diamond/seven stars registration I assumed this will be settled easily and I can enjoy the rest of my night. However that was not the case. Turns out that when I checked in the night before, the person that helped me gave me a different room from my guest. I had no idea that a second room was given to me and had explain this to the supervisor. She said she will call the maid services to check to see if the secondary room was used after threatening me that I can lose my Diamond status if I was lying. She said I can leave and she will call me back once she can confirm the room was not used and she will print me new key cards for me and my guest to pick up. When I came back to pick up the room keys there were no apology of accusing me lying and threatening my diamond status but instead she said she is going to charge my guest for the first night since they gave us two rooms and only one room was comped. I had again explain to her I didn’t know about the second room and as they were able to confirm no one entered or used that room. I also let her know I did everything what we were told when we called Paris about our guest checking in before us getting there and all she kept repeating was that my guest cannot check in b4 me and that I was given two rooms and it doesn’t matter if the second room was used or not. But in the same note, if the room was used I would lose my status! She also said that it was my job to make sure that I was checked in correctly, not theirs. It really makes me think, what kind incompetent people are Paris hiring, that they cannot do their jobs correctly and I as a consumer would need to double check their work. There were so many mistakes made in every level on Paris’s part from calling into the VIP services to employees on the Paris property, but yet zero accountability on their end and blame me for all of their mistakes. I am human and completely aware that mistakes and misunderstandings can happen. I get it, shit happens. However, the way that I was treated and how it was handled is not acceptable, especially from a supervisor from the diamond/ seven stars registration room. This horrendous incident ruined my entire weekend. After dealing with all of that bs, I honestly thought the nightmare was over. I was of course wrong. When I checked out I was charged a resort fee even though I have diamond status! So post Paris trip at home, I had to take time out of my day to call the billing department to get it adjusted. Now I have to check my credit for the next couple of days to make sure I’m credited back. So NO! I would not recommend anyone...

Beware of staying at any Caesars properties that have a mini bar. I recently stayed at the Cromwell in Las Vegas and was charged $65.04 for mini bar room services that I didn't use. The mini bar team dropped the ball and didn't restock before I checked into the room. During my stay, they entered my room to restock and then stuck me with the bill. An "investigation" was opened at the hotel on 5/23 at 9:00am when I checked out. I have called multiple times and left multiple comments on their socials and this is still pending over a week later. I have offered to take a lie detector test or anything that they determine to be sufficient to fully prove I didn't use anything from the mini bar, but they just continue to ignore me. It's already been confirmed that I wasn't in the room for one of the times the sensors went off - so there is already concrete evidence I'm not lying. Instead of the mini bar team just admitting they made a mistake and dropped the ball, they're just continuing to punish me instead. There are only 4 floors of rooms, there is no reason for the "investigation" to take this long. You can see a longer more detailed review on the Cromwell Google page. To make matters worse, I now have pending charges from the Flamingo from 5/30. Two problems with this - wasn't even in Nevada when these charges hit AND I've never used that card at a Caesars property. I have a Caesars Rewards card and only use that card at Caesars properties. I double checked my Caesars card from the four times I did purchase something at the Flamingo while in Vegas last week and all four charges are there. Plus, the charges could only have happened from 5/20-5/23. I didn't accidently use a different card. I'm sure this is all a coincidence, though. Long story short, Caesars doesn't give a damn about their customers. They're doing nothing but driving away their loyal customers and fully driving their business into the ground. Punishing loyal customers for shitty business decisions isn't the way to save your business from drowning.

For further evidence their system is off, I got an email from the credit card company that I ate at Havana 1957 on 5/23 and 5/24. The 24th is impossible is I was back home. The correct dates would have been the morning of 5/22 and 5/23. On the very few minimal responses that I have gotten, they have only been short and condescending. The only person that has been nice was the one gentleman I spoke with on 5/27 when I was following up. Unfortunately, that gentleman has no actual power and other than read the notes to me from my account and confirm when the sensors went off, there was nothing more he could do. That man is a saint and I thank him for his kindness. Other than that, it's been the cold shoulder as if I am bothering them. I'm so sorry for being upset about getting charged for something I didn't use. I've done my due diligence and this is a very normal response.

Almost every job I have ever worked has had some form of customer service or sales to it. Never in a million years would I ever dream of treating someone this way. I would have immediately apologized and immediately looked into it. There is zero excuse for the investigation to take this long at a hotel that only has four floors.

Want to prevent this from happening again and actually make a decent profit? Open a snack bar near the check in desk, especially at the Cromwell. Reasonably price things and you'd make a decent amount of money versus...

I want to start by saying we had high hopes for staying at the Flamingo. We take a yearly trip to Vegas for the Lovers and Friends festival and have been multiple other times outside of the festival. We were recently there the 1st weekend in May. We arrived and were given what was told to us was an "upgraded room" this room was an unrenovated room on a higher floor, I am not sure how a higher floor is considered an "upgrade" when we specifically booked into a renovated room. In addition to this we arrived late on a Thursday, as soon as we make it to our room we laid a satin shirt on the sink ledge in the bathroom, the bathroom none of us had used, it was soaking wet from the faucet leaking and being so corroded. Once we turned the lights on in the room we noticed the dirt, dust, and tags on the floor. We were not expecting perfect, its Vegas people are in and out, but by this time it was very clear this room was not cleaned properly. I then decided to call the front desk, much to our surprise the room phone was missing, the cord was there but no phone. After years of working in a hotel it is clear this was a room that most likely was out of order and we were placed into it because it was a busy weekend. However, that wasn't the worst of our stay, the worst was the fact of the $2,000.00 worth of items stolen from our room. Thankfully the festival was cancelled because all 4 of the $500.00 a piece wrist bands were missing from our room. We did contact the front desk (from our cellphone as there was no room phone) was told we needed to come down and talk to the desk about it, stood in line for 45 min to be told security would come up. The man who came up told us that since the festival was cancelled the wrist bands were not worth anything, yes, I understand that sir, but had it not been cancelled then what? We were just out $2,000.00 in festival wrist bands? He then proceeded to tell us that they would read the locks and let us know what they found out, I also requested to see it. I find it very ironic they didn't/wouldn't read the locks until after we had checked out. Two days after checking out, I get a call from Mark in the security department, he wants to know what I was looking for and to tell me that he was "looking into it" and "had someone looking into the door". Now, what is there to look into if nothing happened? He also sent me an offer of a $50.00 food and beverage credit, reading the form over it states I waive my right to any other claims I have now or may have against them. I told him I would not be signing without seeing a copy of the door reading to see who's keys had entered our hotel room. He told me we would have to have that subpoenaed from them. It really is to bad this is what our stay was like, and it is even worse they are covering up a thief they have working for them, we really did like the location of the Flamingo, but looks like we will have to go back to other hotels on the strip and Freemont that we have never had...