Customer Service? NOT!
555/21/08 – 1:22 am Once again, the ‘little guy’ gets dumped on. All the high rollers get tons of comps, perks, etc., and the little people who just try to get away from the rat race a little are spat upon. They just keep taking our money again and again. The gambling in Vegas is one large subject of its own. I’m referring to common courtesy and how to treat a customer, a paying customer.
For the last number of years, my family has frequented the Tropicana many, many times. No, we don’t have the money to spend big and gamble, but come for other things the beautiful city has to offer. Is it too much to ask for a clean hotel room? I came to my room before midnight, wanting to get some rest, only to find that our room was never cleaned. Wait, it gets better, LOTS better!
For starters, as we were leaving around 9 am, Housekeeping was outside our door on the 21st floor, so we thought our timing was great. They were cleaning one of the penthouse suites (no, we did not have one of those), and we took a quick peak from a distance. The housekeeper, however, shooed us away.
Returned a few hours later to find our room unmade. Called Housekeeping inquiring and was informed that they are here “24 hours” and “yes, the room would be cleaned.”
In and out of our room throughout the day. At 3:30 pm I was in the room when the maid knocked. I said we’d be out around 4 pm. She returned at 4:20. I apologized and asked her to return after 5 pm. Fast forward to midnight. Can you imagine my thoughts as I walked into my filthy room when I did not have a great night and just wanted to sleep?! This would NEVER happen to a high roller.
Phone in our room had a Housekeeping button, so I called. She asked if I wanted someone to come now, and I said yes. 12:30 am, still no Housekeeping.
Now, before I go any further, I want to say a few more important things so you can get an idea of how I was feeling. I am someone who avoids conflict. I don’t like to complain, but this was totally unacceptable (the only word I can come up with). We had no clean towels, our garbage was overflowing since there was one bathroom trash and one in the bedroom, that’s it – we regular people bring food in because we can’t afford the high prices charged in the casinos, so we have more trash than the high roller. I’m also a very emotional person who gets stressed easily and suffer from severe anxiety, which was already setting in before I walked in at midnight; the reason I wanted to go to my room and have a peaceful night’s sleep. Most people in my situation would have put up quite a stink with this – I also do not swear, so these words have not been softened for this story.
Went to the Front Desk. My 22-year-old daughter came with me (she had just returned for the night). My daughter “Mary” knew I was very upset, so she offered to speak to the Front Desk for me. I ended up walking away because I was so upset during this conversation due to the lack of sympathy and action I was receiving from what should be a ‘customer-oriented” person. She said that Housekeeping “must be short-handed” and “shift changes at 1 am” among other excuses. She said she could have a porter bring clean towels and take my trash – wow, thanks! That’s the point I walked away.
Mary called me (I went back to room more upset) to say we were getting comped the resort taxes ($26). I again said that was unacceptable. While having my next fit, I said we should be compensated more and/or given a clean room now. Mary then said to pack up, we were moving.
Mary and I argued quite a bit in the room while beginning to pack at 1 am! She didn’t understand why I was upset – they gave me what I wanted; a different room. Yes, I said, but who wants to pack up five separate bags at this hour. I called Bell Desk to bring me up a cart since I did not feel like lugging all my belongings down on my own. I, however, wanted nothing more to do with hotel staff, so I asked them to leave the cart for me since I wasn’t done packing up. He said he couldn’t but I could call when I was ready – I hung up the phone. Mary also informs me that the Front Desk told her I “called the wrong number” when I called Housekeeping at midnight; I was supposed to call the Operator. Really, how am I supposed to know this? Why did the person who I spoke to advise me I was calling the wrong number and offered to send someone to my room (even though she didn’t)?!
As I am throwing things around, frustrated to be moving/packing at this unheard of hour, Mary went to our new room. Unacceptable also, it was a smoking room that definitely smelled like smoke. Mary would not stay there (no non-smoking rooms were left). I then said I refused to leave the current room at this hour.
I attempted to call the Front Desk by pushing the appropriate button on the phone to advise them, but was transferred by the person who answered to the “Front Desk,” she said. Where did I call this time? Is there a problem with the buttons on the phone?
It rang and rang and rang with no answer – are they not answering my calls now, or did she transfer me to the wrong number? Mary did not want to go back to the Front Desk for me, so she put both keys to the other room inside that room, and we bolted the door so no one (i.e., Housekeeping) would attempt to come into the room.
So here I lie, 2:30 am in a filthy, dirty room, bolted door, and ‘do not disturb’ sign. Oh, porter did come up and bring lots of towels; he even emptied ONE of the trashes.
Thanks, Tropicana, for making this trip more stressful than it was earlier in the day. You’ve earned a memory in my life’s history as the worst time and stay I’ve had in Vegas (or anywhere). No wonder you’re filing bankruptcy!
You also can add another marker to your list, as well, this article. Thanks to you, I have now completed another article I plan to publish about my lovely stay and $26 comp for my time, frustration, and lack of sleep. I do my best work under these circumstances since I am giving a copy of this to the Hotel Manager. I must apologize for my sloppy handwriting. It’s been a long day and I can’t afford a laptop nor your computer prices to type this up.
I suggest you replace the phones if they are not properly identified/connected, or just remove them altogether if you cannot afford a replacement.
P.S. You owe me for my food freezing in the refrigerator also.
Signed—
One of the ‘little people’ (you picked the wrong person to step on this time)
Name/Phone #
5/21/08 – 9:30 am Front Desk called to see if we were still in room. Friendly, understanding, and apologetic person. She informed me she was comping me for the entire day due to our troubles (now that’s the way a staff person should treat a customer, with courtesy and respect!).
12:30 pm, Delivered the above letter to Sarah, the Manager on duty. Sarah, as the aforementioned staff, was very professional and customer oriented. She advised me she would personally ensure that the Hotel Manager receives it. She gave me her card with her name and his number on it.
3:30 pm – Housekeeping cart on floor when I returned to room. By 4 pm, cart was gone, still have a messy room.
4:30 pm – Knock on door. Housekeeping? Yes and no. She asked if I was checking out, I said no. She said she didn’t have anyone identified to be in this room. I advised her we were supposed to move but did not and the Front Desk was aware. Also said room not cleaned in two days. She said she’d have someone come.
5/24/08 No call or letter from Tropicana acknowledging my complaint then or as of this writing. No credit was on my bank account; I was informed it takes a while for credits to be put back – of course they do (I did eventually get my measely credit).
