ComplaintsforHarrah’s Resort Southern California

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

  Business response

  02/29/2024

  This complaint was received on Caesars *************************** via email and complaint was forwarded to our Spa Manager, ***********************.  You should receive a reply via our CCS email.  If you have any questions, please reply or refer to the response sent to you by our spa manager via our Caesars **************** department. 

   

  **************************.  

   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 28, 29th I used my cash app card at ****** Rincon to put the deposit for a room for a girlfriend of mine. Ay that time the $150 was deducted from my card as it should have. And a temporary hold is placed on my card. The next day I look at my cash app and it has a balance of $150. I think wow that was fast returning the refund. I take the money out because I needed to but some things. The hold had been lifted from my card and they refunded the deposit temporarily. 4 days later the hotel decides to actually charge my card for that deposit but my account is at zero. The transaction was approved causing me to be negative $147 I'm asking that my account be credited and returned to a positive balance. This was not my fault. And how is cash app able to be overdrawn. Also my account showes declined charges from ****** in several different amounts. This was only a deposit they should have never charged me. They took my money when they shouldn't have it was a deposit only.

  Business response

  01/13/2024

  As I looked into this matter, I spoke to the Hotel ********************* team and from what I discovered was that you were the additional guest for ***************** and you had supplied your credit/debit/pay card to hold the $150 deposit of the stay with us on 11/28/2023 to 12/1/2023.  As I have continued to look into this matter, I learned that your $150 deposit was used for outstanding charges for that reservation and at this time, there is still the outstanding charge of $225.47.  It was also noted that when you spoke to our front desk about this matter, you were using vulgar language and yelling at them.  At this time, we cannot return your $150 deposit and you still have an outstanding charge for $225.47.  The reservation of room was under the name of *****************, but you put your credit/debit/pay card on the reservation for deposit and any charges that were added to the room would be billed to your credit/debit/pay card.  

  Any more questions, please reply back to this email.  Thank You

  ************, Guest Experience Supervisor

  Customer response

  01/14/2024

  Hello, ok so I did provide my card for the deposit however I never stayed in that room due to ********************* her boyfriend into the room and I was not comfortable with that. I gave her my key and immediately left. Any charges she made were not authorized by me. I had no knowledge of these charges she was making until they started coming in alerts on my account. I understand my mistake was not informing the front desk that I was not going to stay at the room. However I would never have allowed her to charge anything to my card she had no right to do this. I also want to make sure you know that I never called you or the hotel and I never used vulgar language to anyone. I would never do that or treat anyone with such disrespect. I am 100 percent positive that the person who called was ************** told her she needed to straighten it out that I never authorized her to charge anything to the room or my card. She said she didn't and she would fix it. I greatly apologize for her miss conduct you don't deserve that kind of treatment when you are just doing your jobs. I know cash app can not be charged if I have no money on it which is why I don't understand how I'm overdrawn $147 dollars. I understand what you are telling me however I never authorized anyone to charge my card. I'm not sure of the rules I don't stay at casino hotels I was not aware she could just charge a bunch of things to my card. It's not right and I'm the only one suffering now. She gets off free and clear and I'm being made responsible to pay for her mistakes. I don't think that is fair at all. You have cameras you can see my leaving the room and never returning. You will see her boyfriend carrying a big black trash bag full of her belongings he got from my car to the room. Look at the footage please.  Please I can't afford to pay this charges. 

• Initial Complaint

  08/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Stayed 7/24 at ******** and my deposit has not been credited. Every time I ask there is discrepancy how long it takes. My merchant states there is no credit processed xfrom ******** and 39 days is not satisfactory. Businesses like ******** take your money in a instant, but to credit it takes **************************************************** for their own gain should be against the law. It doesn't not take weeks to deposit funds back to customers. It's not right And I have a huge problem with corporatations and banks using the consumers hard working money for their own gain. Once I checked out of that hotel my money should have been returned after business was complete. Business is completed with no issues my money should be returned. I feel this is a scam that corporations are doing with customers money. I wouldove my money back so I can gain the interest. Companies using customers funds for their gain should be criminal and there needs to be law in place. One second to take your money, but 30 days to return is not satisfactory and I think it's bad business.

  Business response

  08/10/2023

  Good afternoon:

  I have a few questions to ask you in order to find out what occurred.  Can you tell me who you spoke to about the delay of returned funds?  Also, have you received your funds?  Was it the deposit when you checked into the hotel?  

  Please let me know and I can speak to the right departments and find out what happened.

   

  Thank you 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  my recent stay at your hotel and the unsatisfactory experience that I had, particularly with regards to the way my concerns were handled by the Hotel Operation supervisor, ****************************** provide a brief summary of the situation, I stayed at your hotel on 5/5 with a friend who had flown in from ***** to attend a concert. Unfortunately, the hotel security canceled the entire show due to a fight that broke out between two individuals. Despite the performer's request to dim the lights and continue singing, the security staff chose to cancel the concert altogether.During checkout, I approached the front desk to express my concerns. While the front desk personnel promised a refund for the room, the front desk supervisor was exceptionally rude and interrupted me while I was speaking. She refused to offer any form of compensation such as a complimentary stay or an upgrade, despite offering such benefits to other guests, including my brother who was granted a free one-night stay in the future. Furthermore, ************** responded to my emails with short, unsatisfactory replies that did not address my concerns as a dissatisfied customer.I am deeply disappointed by the manner in which this matter was handled by your staff. It is unacceptable that the hotel security canceled the concert without taking appropriate action against the individuals responsible, and that the front desk staff did not provide me with the level of customer service that I would expect from a reputable establishment such as yours.I would appreciate it if you could investigate this matter and provide me with a satisfactory resolution. Thank you for your attention to this matter.

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern!I called in to make the reservation for 2 beds room at Rincon ******** on April 22. However, the lady on the phone had mistake she booked 1 bed instead of 2 beds. I called in again and they put the note on my account. When we arrived they only gave us one bed and offered a rollaway bed at no charge. I confirmed with ***** and she said yes 100% free of charge. The next day when we check out, **** the front desk agent was super rude, she charged us $40 for the rollaway bed. I told her ***** confirmed 100% free of charge, **** said it was *****, not me. I was shocked when I heard that. She needs to say apologize instead of I don't care it wasn't me. As a Diamond Plus member, I shouldn't be treated like that. I would like to hear back from the upper management. Please contact me at ************. Thank you.

  Business response

  05/04/2023

  I spoke to our Management team from the Front desk and this was the outcome.  There was no breakdown in service. Guest requested 1 room with 2 beds. It was not available at the time of booking which the reservation agent communicated and added request to reservation. ***** agreed to a rollaway at check in and Front Desk Ambassador posted the charge. At time of check-in, charge was not disputed and guest accepted the rollaway.  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 12, 2023 I went to attend a slot tournament that I had received a mailer invitation to. I called in advance to see what time I should be there by, and was told 6pm. I arrived at 5:05 pm and was told by a marketing representative that I was too late. I had driven two hours in rain and traffic to attend the tournament and she had no compassion and offered no solution. She was condescending and rude, told me to show her proof that I had been sent a mailer invite, so I ran to my car to retrieve it. I showed her and she examined it as though it was plagiarized. She had me show her emails from Harrahs and my host, which I did not have. She had me verify that I have a host, which I do but have no emails from. She talked to me as though I was a liar. Now mind you I have gone to Harrahs nearly daily for the past three months. I play thousands of dollars per trip and have yet to win anything substantial to keep me wanting to return yet I remain a loyal guest. This may have been the turning point for me. **** from marketing treated me like I am scum. I am Native American and I feel as though she discriminated against my heritage and my tattooed appearance. I stood there crying, asking to speak to someone else for some sort of resolution and she condescended have a Funner day! As I was in tears. She promised some sort of compensation if I showed her proof that I did not receive the correct information and once I did, did not deliver. She insinuated I lied and carried the interaction out way longer than necessary. I asked the guest services to speak to someone else. I waited 30 minutes on top of the 30 it took to finish the degrading altercation, and this other woman returned in a hostile rude manner stating that there is nothing that can be done and that I cannot escalate it. She said the matter was closed. I asked again to speak to a supervisor and she said there was no one who would speak to me about this, and to have a Funner day! Disgraceful customer service.

  Business response

  04/15/2023

  Good Morning

  I reached out to the parties involved and it was confirmed that you did arrive after the slot tournament registration was over and **** and team were unable to accommodate your request.  You were also asked to show proof of the time given to you and you brought in a partial brochure showing the date but not the time of the tournament.  The brochure you brought in was not complete.  During this discussion you had with ****, she did apologize that she was unable to make an exception due to the policy of the tournament.  After speaking to all the parties involved, we did have to follow our guidelines of the tournament and when you arrived the registration was over.  I was also told there was some bad language used by you when you were speaking to **** and also when you communicated with your host about her.  I can understand your frustration of what transpired but we also do not accept our Team Members to be treated with disrespect.  **** had to comply with the rules and regulations of the slot tournament and due to your late arrival, she was unable to accommodate your request.  

  Slot tournament: Registration was from 3pm-5pm. Arrival was after 5:15pm

  If you have any questions, please feel free to reply. 

  Thank you.  ************, Guest Experience Supervisor

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I recently returned to Harrahs Casino. I have friends in the area and like the aviance.Today in the Cafe I noticed how they have a sheet spread. I asked what is the ratio and was told 3/1 with a Diamond Card. I wait by myself 1 hour and 30 min to eat. I asked who made that sheet and was told by the lady who seated me Management. Terrible idea. You cater to Diamond while I put my money to have fun and spend a lot. Yet instead of Switching every other person or persons. thats not right. Please reconsider your ideas??.. I came a long way. And want to continue. Thank you Think about it you can be given aDiamond card then demoted and still show your Diamond card and go in first.Disappointed and discouraged. It happened this morning. Ask the lady who seated me .********. Please reconsider.

  Business response

  02/07/2023

  Thank you for your feedback and I will go back to the Manager at Cafe and ask what the format is for seating for the guests.  

  Your input helps us assist us in improving our process and operations. 

   

  Have a Funner Day. t 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I made a reservation via the hotel's website for 2 rooms. I then called to modify the reservation to another date. The reservation number I had received noted a price that was inclusive of 2 rooms- so I had no idea that one reservation would result in 2 different confirmation numbers. I spoke with the reservationist and asked to modify BOTH rooms and was told it was taken care of. However, upon preparing for the trip I have realized the reservationist only change the date of 1 room and the other room I was charged the full amount as the initial reservation date has passed. NO ONE is able to assist me via phone. I am requesting a refund of the amount charged for the reservation I was under the reasonable understanding had been amended.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ******** Resort So Cal refuses to stop sending solicitations via the mail to my home to a former resident, ***************************. I have contacted the resort several times via their online contact form about this, and their responses so far have been one of the following: 1) say that I need to provide proof that I am that former resident for "security reasons", 2) say that I must contact the post office, 3) ignore my request and do not respond. I have returned the mail as "refused" for a couple months but I still get mail from them about once a week.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During our current stay on 07-26-2022 at Harrahs Resort ******* Ca our hotel room did not have running water for over 24 hours. No one at the hotel mentioned when we checked in that there was a plumbing problem in the entire south tower. No way to flush the toilet, no way to bathe. Not only did they not inform us, they lied and told us the water would return at 10am, 5 PM came around and still no water. Not one hotel employee came to check, to help us or to offer a solution. In fact, when I called at 5PM to ask for water, they basically told me to "just keep the s*** in the toilet." We had no running water and no one even offered us a bottle of water to drink. Finally, after 24 hours and 40 min. of waiting for a resolution and speaking to 3 hotel personnel because "all the managers were busy with the plumbing." The front desk lady very rudely offered to change my room. Knowing that the entire south tower had no running water they continued to check hotel guest in and not disclose the water situation. It appeared the resort was being deceitful to guests and not at all accommodating any of the guest in the current towers with plumbing problems. When I asked how the resort would compensate the last ******************************************************* free Wi-Fi. When I told her that was unacceptable she rudely told me, " well what do you want then?" No running water for 24 hours, no notice of this problem, no accommodations during this problem is repugnant. For management to only offer another room after 40 min of asking for resolution and after 24 hours of no running water in the sink, shower, toilet is unsuitable. We have spent thousands of dollars at your resorts on food, drinks, and gambling. And the only thing they could offer us was free Wi-Fi.

  Business response

  08/06/2022

  Good Afternoon:

  Thank you for taking the time to share your feedback regarding your experience at ******** Resort Southern California.  You indicated that you were unsatisfied with your last last visit with us.  

  I will agree that we did have a problem with no water at our Resort.  Unfortunately, that was something beyond our control but after some time, they were able to repair the problem and our south tower regained water.  I also reached out to **************** and they advised me that on June 27, 2022, for the inconvenience of no water, you were given another room.  As for the Front Desk staff, I also reached out to their manager and advised them of your unsatisfactory experience.  For your next visit, I am sending you a Service Recovery for $70 that can be used in our casino (except KJ's Restaurant and H**** Kitchen). It has a 90 day expiration from the date given, 8/6/2022.  We always aspire to provide family-style service and create memorable moments for all our guests and are very sorry you were unhappy with your experience.  

  Please notify me, 48 hours in advance, to your visit and I will leave your Service Recovery at the Front Desk.   Please notify me with your Caesars Reward # and name and I will prepare that Service Recovery for you.  
  

   

  Have a great weekend.  t 

   

  Customer response

  08/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

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