Worst Customer Service Experience with Caesars Properties
I stayed at Paris Las Vegas for two nights, and while the hotel itself was okay, the guest service and customer service were absolutely among the worst I have ever experienced at any hotel or resort. My experience left me extremely angry, frustrated, and deeply disappointed.
I arrived Tuesday morning and paid $50 for early check-in. The first thing I noticed when entering the room was that the room phone was completely dead. It had no power and could not be used at all, meaning I could not use it to request hotel services.
Since the phone service is supposedly part of what guests pay for through the resort fee, I called the front desk using my own mobile phone and reported the problem. I also requested a reasonable adjustment or waiver of the resort fee since a service included in that fee was not being provided. The front desk simply created a service ticket and told me that a manager might contact me.
Nobody came to fix the phone that day.
The following day, Wednesday, I followed up again. By this point, an entire day had passed without the room phone service being available. I once again explained that the resort fee should be adjusted since I was paying for a service that was not functioning. I was told the issue would be “escalated.”
Another entire day passed. Nobody came. No manager contacted me. Nothing happened.
By Wednesday evening, I was already extremely frustrated and went directly to the front desk for another follow-up. The employee once again told me she would inform a manager because she could not make a decision regarding the resort fee adjustment.
Finally, late that evening, a maintenance employee came to the room and personally checked the phone. She confirmed exactly what I had been saying all along: THE PHONE WAS DEAD AND BROKEN. She even told me that I should receive some type of compensation because the phone service was part of the resort fee. She said she would immediately inform her supervisor.
Several minutes later, I received a voicemail from a Guest Service Manager named Jaime. To my complete disbelief, he said it appeared there was nothing wrong with the room phone and that he would not be providing me with any type of credit.
How is that even possible?
The only maintenance employee who actually came into my room and physically checked the phone confirmed that it was dead and broken. Yet somehow, Jaime concluded there was nothing wrong with it. Based on what exactly?
I called Jaime back using my own personal cell phone, once again, because the hotel phone was still dead. I explained that the maintenance employee had just confirmed that the phone was broken. Instead of listening to what actually happened, I felt like I was being treated as if I were lying or making the whole thing up.
He then asked me to pick up the room phone and press the speaker button. I told him AGAIN that the phone was completely dead. He then said he would send someone to check it again.
The night ended. Nobody came. I never heard from Jaime again.
This was not about the amount of money. This was about the complete lack of accountability, communication, follow-through, and basic customer service. I paid resort fees, yet one of the services included in those fees was completely unavailable for my entire stay. I had to repeatedly call from my own mobile phone, follow up multiple times, and physically go to the front desk just to get anyone to take the issue seriously.
And even after a maintenance employee confirmed the phone was broken, a Guest Service Manager contradicted the person who actually inspected it and apparently decided that I was not entitled to any adjustment or credit.
This is absolutely unacceptable.
The hotel itself may be okay, but the customer and guest service experience was HORRIBLE. This was easily one of the most frustrating hotel experiences I have had. For a major Las Vegas resort charging resort fees and representing the Caesars Properties brand, the level of service and lack of accountability were disgraceful.
Caesars Properties has some of the WORST customer service I have experienced. If you are considering staying at Paris Las Vegas, be cautious. If something goes wrong with your room, do not expect timely service, proper follow-up, or management to take ownership of the problem.
I absolutely would not recommend this hotel based on my experience, and I would seriously caution others before choosing to stay here.
