Business ProfileforHarrah’s Resort Southern California

To Whom It Will Concern, I would just like preface this complaint with the fact that I am a 29-year-old, nurse practitioner, respectable human being who was treated very unfairly. This complaint is directed to the spa manager ****, at Harrahs Rincon casino in *************, **. From the very beginning when my group arrived to the spa, in which we were not late for our appointment, we had arrived right on time. We were not even greeted with a hello nor welcome, nothing, just given clipboards and told to sign the liability waiver to get our treatments started. But it was fine, and we worked our way to *************** to change in to our robes. We were walking quickly into the room to make it past a few people because both walk ways were blocked, so we skirted by and found four open lockers. After we all changed, we were then called by name and taken to our respective treatments. After we finished our treatments, I entered the changing room once again and found another girl from my party. After a few minutes **** (the manager), who this complaint is about, entered the room and informed me that my party had to leave. After asking why, I was informed that someone from my party shoved another guest and then laughed. And confused, I asked who did that and she then proceeded to tell me I can't tell you that. When I asked for clarification in regards to who from my party did this supposed shoving, *** responded with I can't tell you that again. Still confused I said, how am I supposed to know what happened if you won't tell me who did it to which she responded, my attendant told me it was the one with the pink sweater and short hair. I was thinking about the only one person in our group who had short hair and that was my sister. And so, I explained to **** that my sister has a medical condition in which she cannot see very well, she cannot even legally drive, and that Im sure whatever happened was an accident and she probably didn't know that she even shoved someone. To which she (****) responded, thats no excuse. So, in this complaint I would like to emphasize the discrimination and total lack of respect with no proof as to what happened to someone with a disability. And when I responded, why were we not informed at the time the incident occurred?, where I was ignored and again told You need to leave. At this point I am still in my robe with no clothes on underneath and I let her know that I need to change before I leave. To which she replies, I am going to ****** you out. And once again I repeated, and I quote, I am naked and need to change. While still looking at me takes 2 steps backwards and continues to stare at me. And once again, I said, I am naked. I need to change. At this point I felt very uncomfortable as she was just staring me down refusing to leave the changing room and I am now being subjected to change while naked in front of a woman I don't know who was accusing me and my group of something that I still don't know who did or what happened.I was very respectful about this whole situation, all I wanted to know was the details of the incident and what exactly happened and why we were being kicked out without any explanation or any chance to defend ourselves. I stated that all that needed to happen was an explanation of the events and if needed an apology for supposedly shoving another guest. Then, after paying for the treatments, before I left I told the Jenn, I would just like to point out that we have just been treated very unfairly and walked out of the spa like we were criminals. We still don't even know what happened and there is no proof of anything being done other than the word of her attendant who did not report the incident at the time, did not describe anyone in my party, did not let anyone know that anything was wrong until after we received our treatments, and gave no chance to explain or ask. And knowing that, the reason that we were even allowed to get our treatments is because their manager **** wanted us to still have our treatments so that we had to pay for it in the end. She then took the opportunity to come personally kick us out of the spa without any question, explanation, or inquiry as to what happened. So not only was I harassed and treated unfairly without any explanation other than being told to vacate the premises, but my sister was also discriminated against due to having a visual impairment and disability as being told that it doesn't matter about her vision because she had no excuse for doing what she did even though it wasn't even confirmed it was her. Because although she had short hair, she was wearing a gray sweater while I had an orange sweater but long hair. To which I also explained to **** that the description did not match anyone in my party and how was it confirmed that it was someone in my party? I did not receive an answer to this by **** other than what you did was not OK you need to leave. I was so in shock by what was happening because I have been to this spa many times before and have never had any issues. But after what we experienced today, legal action will be taken.Finally, I did not think it just to take away the gratuity of the hard workers who did our treatments because the treatments themselves were very wonderful, so I did pay for the services with full gratuity. However, I am requesting a refund from this establishment due to the embarrassing and disrespectful actions of their supposed manager. I also very well hope that after this their manager receives some much-needed training in customer service and the proper way to handle any sort of incident that occurs in the spa itself. All that needed to happen was us being informed in real time when this supposed incident occurred instead of assumptions being made with jumping to conclusions.