Harrahs/Harveys Lake Tahoe

On the Harvey's Tahoe website they state that they will price match (and beat by 10%) any online competitor's price for a room reservation given that you book the reservation through Harvey's first, then submit a claim along with a screen shot of the competitor's price (within a few hours of making the reservation with Harvey's). They also state that they will contact you within 72 hours of claim submission.I submitted a claim over 2 weeks ago regarding a 2 rooms, 2 night reservation (December 27-28 2013, confirmation numbers #[redacted] and [redacted]) and have still not received a response, despite emailing the casino 4 times and calling them twice. After talking to the supervisor on duty at the casino, I was assured that I would be contacted by the end of the day regarding my claim, I still have not heard anything after 1 week.At this point it seems like they have no intention of making good on their "Best Rate Guarantee."Product_Or_Service: Hotel reservationAccount_Number: confirmation #[redacted]Desired SettlementI would like for the casino to at the very least make good on their advertised guarantee, which states that they will beat their competitor's price by 10% (in this case the total was $1583.76 for the two rooms for 2 nights through [redacted], so the final price should be 10% less than that, or $1425.38 ). An apology would also be nice, but I would settle for the price adjustment.Business Response Dear [redacted],Thank you for sharing your concerns with us. We apologize for both the delay, frustration, and confusion surrounding your reservations. Your prior requests all went to our corporate reservation partners. Unfortunately,they failed to respond within the 72-hour timeframe and honor our Best Price Guarantee per your comments above. We apologize. Our Hotel Director, [redacted], here at Harrah's & Harveys Lake Tahoe reviewed your reservations and honored your request for the price adjustment for the 10% reduction. Your confirmation numbers remain the same. He also apologies for your frustating experience. [redacted] also wanted me to inform you that you that you currently have four rooms reserved so you can make the appropriate cancellations. There are two rooms reserved through us and two through [redacted]. We look forward to the opportunity to better serve in in Lake Tahoe next month.Warm Regards,[redacted]Northern Nevada Customer Service Director[redacted]

While shopping in a small gift store we were being ignored by the staff who was also trying to talk over us while we looked at merchandise, so we left. We decided to visit another hotel and as soon as we stepped outside we heard a man yelling excuse me ladies. It was a security guard and he was running after us. There were two of us and we both stopped. He approached us and asked us for out ID. I of course produced mine immediately not understanding what the problem could be I was clearly 21. After taking both of our IDs he then asked why dont you tell me what you did with the [redacted] wallet? Both of us stunned we couldnt speak. What? I said. The security guard ([redacted]-I believe) began accusing us of stealing a [redacted] wallet. We walked back in with him assuring him we didnt steal anything and were greeted by another security guard. We were then told that the clerk in the store had SEEN us steal a wallet and they expected us to produce it. I was wearing a coat with two pockets, sweats, and a t shirt. I immediately emptied my coat pockets, removed my coat and lifted my shirt. My friend emptied all her pockets as well. Now, it is clear we do not have the wallet however; we were STILL detained for an hour and a half in all the explaining and talking back and forth with the lying store clerk. After some time I began to demand they check the cameras and return my ID so I may leave. The security guard admits that they had done that and in fact we did not steal anything. At this point my friend loses her temper and demands to see someone in charge. An hour and a half of battling and being unlawfully detained and THEY KNEW WE DIDNT STEAL ANYTHING!?! A supervisor comes to talk with my friend about how sorry they are and how embarrassed they are and please accept 6 (six) free buffet coupons for the next day for the incontinence. I thought this was a joke. It had to be. Not only did you just steal my time from me but if I want any kind of an apology from you then it has to be tomorrow between the hours of 6 and 10 am? And what will I do with 6? Bring my colleges to brunch while explaining the hotel falsely accusing me of stealing?! At the point I was angry. It has been hours since we were stopped for something we didnt do and I am hungry and need to go. The security guard FINALLY returns my ID and gives me the names of two people to contact to resolve this issue since I am clearly not taking their free buffet. I am given the names of [redacted] AND [redacted]. I begin making calls a few days later and I was told it is actually [redacted]. I started with [redacted] because I was told she was the person in charge and [redacted] was her assistant. I left her 4 messages for [redacted] and she never called me back. I then moved on to [redacted]. After 3 messages to [redacted] she finally called me back. She said she had been on vacation and only recently got all my messages at once. I explained the entire experience to her complete with dates and times. My friend had forced the clerk to come and apologize for lying about her so there was no dispute this had occurred. [redacted] listened and made promises to look in to the details and she would call me back. SHE NEVER CALLED BACK. Even after numerous follow up phone calls she never called back. I believe we were targeted because my friend is often mistaken for a lesbian. We were chased, harassed, accused, detained and when I tried to get resolution I was lied to and ignored.Desired SettlementI believe for being detained, searched, and accused like I was I deserved to have some compensation. Business Response I discussed the situation with [redacted]; apologized for the mistakes and lack of regard. I emailed her a two to three-night free stay with a dining credit as a goodwill gesture. She also sent an email via our company website prior to receiving this and we had been in communication. Thank you, [redacted]

When booking room at Harveys Tahoe, I feel the way it was advertised caused me to think the room was for x amt per night. Fees added later a trick.I charge my hotel room to my [redacted] Card. I am requesting a refund of the added charge for Gym,Internet & pool removed. I did not ask for the service and did not use them. It is very unfare to charge for something without informing a person clearly that this is a automatic charge. This is practice should be illegal. I have put in a dispute with [redacted]. The charge should be refunded. I am a 75yrs old. Please help. Thank you, [redacted]Desired Settlementamount of refund requested it $45.20, $22,60 per night was added for each night. We should have a choose!Business Response Hello, Thank you for sharing your experience with us. We apologize it did not meet your expectations. Our resort fee policy is listed on our website, in our teleservices reservations and reviewed at check-in and check-out. Resort fees are an industry standard and quite legal. We apologize if our processes were unclear or confusing. We do underdstand not everyone uses the amenities; however, the fees still apply in resort destinations at [redacted]. As a goodwill one-time gesture, I've authorized a reimbursement of $45.20 to your credit card. We hope you will think of us again when you visit Lake Tahoe. Best Regards,[redacted] Customer Service Director