Harrah's New Orleans Casino & Hotel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10665072, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 I did not drink the water and to charge a fee of $272.00 to clean a room for 1 cigarette is outrageous! Please reconsider a more acceptable fee for the cleaning of 1 cigarette smoked?

12/9/15Dear Sir/Madam, I writing in response to the complaint submitted by Mr.
[redacted], complaint #[redacted] After careful review and investigation of
the incident that Mr. [redacted] stated while gaming here at Harrah’s Casino it has
been determined that all protocols were followed. We at...

Harrah’s Casino take
great pride in providing excellent guest service and do everything possible to
ensure that all guests are given the opportunity and time to have a great
gaming experience.  We hope that Mr. [redacted] will continue to come to Harrah’s
Casino as we will make our best attempt in regaining his confidence in our
company.  In addition, we will further
evaluate how we can prevent this problem from occurring again in the
future. Please accept our sincerest apology for any trouble or
inconvenience that may have been caused.  Again, we highly appreciate your feedback as it will assist us in
becoming better at what we do.  As with
any business like ours, the greatest advertising we can have is word of mouth
from a satisfied customer.   It’s our
goal to retain you as a satisfied customer and will hope to serve you again in
the future.  Thank you, Terrence J[redacted] Table Games ManagerHarrah’s Casino

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10965516, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to receive the documents on the investigation that was completed and what was found.  If I must go through the state police to get that then please let me know.
Regards,
[redacted]

Review: Harrah's Hotel charge my credit card 2 fee's that are fraudulent! After checking out after a 1 day on 6/4/2015 , 2 day's later on 6/6/15 2 charges of $272.50 and $10.00 were charge and was not authorized! They are telling me I drank the 2 bottles of water, which is a lie and a smoking fee of $272.50. I want these charge's reversed. management has not help me.Desired Settlement: credit back the 2 fee's of $10.00 and $272.50.

Business

Response:

Dear [redacted] Thank you for your recent visit to Harrah’s New Orleans Hotel! In response to your statement regarding fraudulent claim for additional fees/charges to your credit card, we would like to confirm that you admitted to smoking “one cigarette and consumed the two bottles of water” during the discussions we had with you. It was also confirmed and noted on your account during registration by our Front Desk Agent that we communicated the 100% non-smoking casino & hotel. We find the fraudulent claim hard to believe since a Hotel Shift Manager had three discussions with you via phone regarding the charges. We understand that we may be unhelpful since we did not reverse the charges for you even though it was just one cigarette. Unfortunately, when our guests disregard the smoking policy, we do a deep clean in the room and the fee we charge covers the cost for the service. We appreciate your patronage and feedback on your recent experience with us. Should you have any additional questions, please feel free to give us a call. Sincerely, Vananh N[redacted]Hotel ManagerHarrah’s New Orleans

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10665072, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I did not drink the water and to charge a fee of $272.00 to clean a room for 1 cigarette is outrageous! Please reconsider a more acceptable fee for the cleaning of 1 cigarette smoked?

Review: I am writing you to show my disappointment in the service from Harrahs from all level of your staff. By the time you receive this I will have also filed a complaint with the state police.On November 14th, 2015 at around 10:14PM at a craps table ran by Tiffany/ Trinh chips were taken off the table wrongfully. I immediately asked for a review of the video/sound. She then got Patrick involved to do so. At this point the customer service went downhill. I stood waiting for my money to be returned while the investigated. It turns out they never did anything but act like the investigated it. After standing for 10 minutes, quietly, I was asked to leave the property by two security guards! I left willingly with these two and they told me to contact my host to get my funds back as it appears they were wrongfully taken from me. I did that the next day.A chain of emails were sent to my host, Jessica L[redacted]. (I can provide these if needed). Basically in sum her ability to do anything as a host is at a zero confidence level since she cant follow directions. I tried to resolve this issue with someone directly before getting the state police involved. On November 21, 2015 one of the security guards approached me and asked if I got my issue taken care of. I told him no and that I had to contact the state police. He told me to wait a minute while he grabbed someone to help. He never returned. Overall your casino is a disaster from providing service. As a manager myself I would want to know about these issues and the employees that fail to deliver service. Unfortunately in this event is went from the table workers to security to the pit boss to the host. I gave them multiple opportunities to address this and YOUR TEAM failed. I will be taking my business to other casinos outside of Ceasers management until this matter is addressed[redacted]Desired Settlement: Review the tape and refund my money. Counsel employees involved.

Business

Response:

12/9/15Dear Sir/Madam, I writing in response to the complaint submitted by Mr.

[redacted], complaint #[redacted] After careful review and investigation of

the incident that Mr. [redacted] stated while gaming here at Harrah’s Casino it has

been determined that all protocols were followed. We at Harrah’s Casino take

great pride in providing excellent guest service and do everything possible to

ensure that all guests are given the opportunity and time to have a great

gaming experience. We hope that Mr. [redacted] will continue to come to Harrah’s

Casino as we will make our best attempt in regaining his confidence in our

company. In addition, we will further

evaluate how we can prevent this problem from occurring again in the

future. Please accept our sincerest apology for any trouble or

inconvenience that may have been caused. Again, we highly appreciate your feedback as it will assist us in

becoming better at what we do. As with

any business like ours, the greatest advertising we can have is word of mouth

from a satisfied customer. It’s our

goal to retain you as a satisfied customer and will hope to serve you again in

the future. Thank you, Terrence J[redacted] Table Games ManagerHarrah’s Casino

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10965516, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like to receive the documents on the investigation that was completed and what was found. If I must go through the state police to get that then please let me know.

Regards,

Review: I received a promotion for a free stay at Harrah's New Orleans. When I log into my Total Rewards account and check the availability of the offer is says that the "Offer Available" for my selected dates: 04/26 - 04/27. However, when I attempt to book the offer I get an error message "Were sorry; were experiencing an issue on our side. Your selected offer was not applied." I then called customer service and they want to charge me for the reservation as well as a booking fee for calling over the phone. I have been a loyal customer and Total Rewards member for several years and I am very upset by this level of customer service.It almost appears that the customer service agent was attempting to scam me and have me pay for the room even though I have the promation code and the computer shows that the offer is available during my selected dates.Here is my promotion code: [redacted]Desired Settlement: I would like my promotional code to be honored and I need a second room at the friends & family rate for the same time.Thank you!

Business

Response:

We appreciate your feedback regarding your most recent experience with attempting to redeem your offers with us. We apologize about how challenging this process has been for you.. We encourage you to call us so that we can assist you with the reservation process. Please feel free to call us directly at ###-###-#### to speak with one of our VIP Reservations supervisors. The VIP reservations supervisors are available seven days a week from 7:00 am to 10:00 pm.