ComplaintsforHarrah’s Resort Southern California

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been a client of the resor for about 5 yrs we usually stay several times each year,but 80 % of the time I always get substandard room stinking if dog waste and urine fixture broken and always have to be changed rooms.i always never get a handicap room.when I try and reach to ******** she never does and totally ignores my call the only time she did reach was to tell me that she charging me ,$75 late charge after being late for a few minutes.i tried to explain my case and totally disregarded me. My stay in July 1 on checking in the front desk lady let me know that we had been comped for our 3 nights and all she charged was $150 upfront for incidentals.on departure as I was checking out I my credit card was charged $2004.81 I requested to see ******** the fd mgr and back forth she finally come to the front and still insisted on charging me $732.81 for the 3 nights although I explained for to check on her records that I had been $150 upfront which always incidentals charge.having been there several times the policy is always to charge fully for the rooms and $150 deposit but she would badge or admit that was the case,I also at the moment mentioned the me and my wife both on wheelchair had been denied valet parking services by ***** what started yelling at us for off loading our wheel chair as we arrived .I had asked for a supervisor who came and he gave his a fictitious name.she promised to get back to me on it but never did. On my recent stay ***** was back on his tricks he hid when I came to get my car at ticket counter and when I went to the door he was hiding and he had his name tag upside door after after all the I still gave him a $5 tip.

  Business response

  09/20/2024

  Good morning:

  I spoke to ********, supervisor that spoke with you on 7/4/24 regarding the charges.  She did confirm that you were over charged through NOR1 in the amount of $1272 and she reversed the charges and credited back to the credit card on file.  You were charged $732.91 for room/tax and incidentals.  She explained thoroughly and advised that at the time of conversation you were satisfied with result and did not express any other concern to her.  

  After, looking over the receipts and transactions, you were charged accordingly and credited the correct amount.  

  At this time, there is nothing further that needs to be done.

  thank you, have a good day. /

  ***** L

  Guest Experience Supervisor

  Customer response

  09/20/2024

  I have not received a response from ******** please kindly send a remainder again

  Business response

  09/21/2024

  Good morning:

  This is my 2nd response, and I have replied back to you about your issue at hand.  Please read the prior message about the reimbursement you were given.  In the matter of our valet department, we do not have a Team Member by the name of ***** and cannot address the issue without the correct name. I can assure you that I have spoken to the valet leadership team in improving out guest experience.

  Have a Funner day.
  

  ***** *****

  Guest Experience Supervisor
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a room LAST THURSDAY for a friend who just slept there and left. He didn't charge anything to the room nor did he take anything or do any damage...yet I STILL haven't received my $150 deposit back yet? It's been 8 days as of today and I NEED MY MONEY BACK!!! Idk what the hold up is but this is EXTREMELY IRRITATING & UNACCEPTABLE!! U didn't have ANY ISSUES putting my money on hold!! So WHATS THE PROBLEM WITH RELEASING IT?? CAN YOU PLEASE REMOVE YOUR HOLD ON MY DEPOSIT AND GIVE ME MY MONEY BACK!!! ITS BAD ENOUGH I LOST $3K THERE THAT ******* U REFUSED TO COMP ME BECAUSE "MY CARD WASNT HIGH ENOUGH"! WHAT A JOKE!! But whatever...I'm tired of waiting for my deposit. Will you please release my money?? THANK YOU

  Business response

  08/30/2024

  Hello:

  I have spoken to our Hotel team and below is the explanation of deposit issue: ********* team; If the 10 days come up and still have not received your deposit, please reach back out to us.  

   

  I looked at her CC history and it is showed that the incidental deposit has already been released as of 3am 08/25/24.
  

  It takes anywhere from 3-10 business days (not including the weekends) for the funds to go back to her. ********** BOA, Chime, and some 3rd party banks can take up to 30 days.

   

  Thank you for your time.  

  *********************

  Guest Experience 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed with ******** So Cal with my wife July 21 through the 23rd, 2024. Upon arrival to our room, it smelled like raw sewage. The housekeeping person sprayed some air freshener in the room for us. Upon returning from the concert, the smell had returned and housekeeping said they would come take a look, we finally went to bed at 1AM as they did not show up. The following day, the smell was still there and I noticed it coming from the exhaust vent in the bathroom, It was methane gas from the sewer. Last night my wife and I were sick and had eye irritation. This morning, we had a call from housekeeping that there was a water leak on the first floor and they needed access to our room to shut the water off. As the maintenance man (xxx) came in, I showed him the vent in the bathroom that was blowing sewage methane gas into our room. He was concerned and agreed he could smell the raw sewage. He said he would have the housekeeping supervisor come to our room and that he would look into it. I think this leak was related to the dangerous sewer gas coming into our room. So now since the water was shut off, we couldn't have a shower or get cleaned up until the water was turned back on. I talked to ***, (the front desk supervisor) and requested to have our horrible stay refunded and she said she could only take $30 off. She also said that Housekeeping Supervisor would have to refund me my money and that she was refusing to do it. NOT a people person at all and doesnt seem to care about the customers, she should not be in a hospitality position. I explained to her that we had complained about the horrible sewage smell the whole time we were there and all they offered was air freshener. Of course, air freshener would only mask the problem for a short time. They did nothing to find the cause of the awful smell.

  Business response

  08/02/2024

  ********************:

  Thank you for reaching out. As I looked into the matter, you did initially report a sewer smell in your room on 7/21/2024, which was the first night of your stay.  The following day, our facilities supervisor spoke to you about the water shut off and that's when you mentioned again the smell of sewer.  The facilities supervisor suggested a room change or an additional night stay in another room and you declined.  There were 2 work orders for that room on the smell of sewer and the water being shut off.   It was also confirmed that you spoke to one of our front desk supervisors, *** and during that interaction, you expressed that your wife and you were sick from the smell.  At that time, she asked if you would like EMT, medical services and you declined.  She then gave you a service recovery of $60 for this issue of sewer smell in your room.  You accepted and then requested further compensation, refund for the 2 nights you stayed with us.  *** then communicated to you that she had to speak to the housekeeping manager for verification of compensation and housekeeping management agreed to compensate you for your 2nd night stay, which was $208.85.  As I further looked into this matter, you did report the smell of sewer on your first night.  For that reason, we are also compensating you for your first night stay.  I spoke to hotel, and they confirmed that the 1st night room/tax was $297.25, and it has been refunded to you on the **** you had on file with us. The total refunded to you, 2-night stay and $60 service recovery for odor in room, was $566.10.  I apologize for the break down in our team not being aware sooner of the issue in your room.  All *********** involved will be coached in delivering our messages in a timely manner in order to have had this issued corrected sooner.  

  Also, we received your Medallia survey with the similar issue and it was directed to this original complaint.  Anything further, you can reply on this page.   Thank you, ***** L

  Customer response

  08/03/2024

  
  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,
  
  *************************
  
   
  

• 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 

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