Harrah's Lake Tahoe NV Complaint

Reviewed by tdvillafranca Complaint

0

I just got off the phone with Saul (ID#4218) the Floor Manager for Harrah's Reservations Department. He was polite but not very helpful and he did not show any empathy at all for the bad experience that I just had with this company. Allow me to backtrack & provide a background to this story.

I am getting married in Lake Tahoe next month and I booked reservations at Harrah's through a 3rd party online for June 21 & 22. I called Harrah's to inquire about the possibility of adding dates to this reservation. I spoke with Billy (ID#5292) and he gave me the rates for the dates I was looking to add, which was June 19 & 20. Upon hearing that it was pricey, I declined to book this. However, Billy asked if I had a Total Rewards Card and when I confirmed that I did & gave him the number, he advised me that I qualified for a $49/night coupon redeemable from May 1st to June 30th. I inquired if I could use this for the additional nights that I wanted 6/19 & 6/20, but he said because those were already booked through a 3rd party, I am unable to add to that reservation. I then asked if I could use it for the holiday weekend coming up, 5/22-5/25. Billy said that I could and I was surprised about it because I did not expect that I would be able to pay such a low rate for a holiday weekend. So we went ahead with the booking, he gave me my confirmation# and told me he would also send an email for this booking. He charged my credit card for the first night's stay which was $53.90 and said the balance will be due upon check in. We ended the call and I confirmed appointments with vendors I'll be using for next month's wedding. About 20 min later, I went online to check my emails and did not find the confirmation that he promised. So, I went to Harrah's website to look up my reservation using the confirmation number he provided. It would not pull up. I later found out that the reason it wouldnt pull up was because Billy had mistakenly booked me for June 22-25 instead of 5/22-5/25 which was the HOLIDAY WEEKEND that I wanted. I called Harrah's right away & spoke to another rep who transferred me upon my request, to the Manager, Saul. He listened to my story then advised that he wanted to listen to the recording of the call. He called me back shortly and told me that because I only said the holiday weekend and I did not say the word "May" then I was at fault for the error in my reservation. I tried to explain that not only is there no holiday in June, the 22nd-25th is not a weekend either, therefore, Billy should have had no reason to book these dates in June. I told Saul that I am pretty sure that I did say "May" during the conversation, but in the off chance that I did not, any person who calls to book reservations at this time and would refer to "the holiday weekend from the 22nd to the 25th"... no one would think this must be for the month of June. I acknowledged to Saul that perhaps both Billy and myself had contributed to this misunderstanding, therefore, I was willing to be flexible if they were willing to work with me as well. I told Saul that in exchange for losing the holiday weekend dates that I wanted & having to search for alternate accomodations for this weekend, Harrah's could also make an effort to make up for Billy's part in messing up my reservations by either adding a couple of nights to my June reservation (6/19 & 6/20), which I had initially inquired about OR even to upgrade the room that I booked for my wedding nights (6/21 & 6/22). This way, we both walk away knowing that we both had to be flexible and worked something out to salvage the situation.

I constantly travel and I've never had to fight so hard to get a hotel to make a customer happy. Hotels nowadays are quick to rectify situations in order to keep customers happy & coming back. I go to Tahoe at least once a month & usually stay at Mont Bleu...this is the first time I am trying out Harrah's and the experience has not been great at all. I am hoping that someone there would care enough to respond & reach out to me so we can work something out. Wedding planning is stressful enough, I could use a break...please help.

I appreciate your time & attention.

Sincerely,
Trish Villafranca

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