Caesars Entertainment
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Poor service experience with hotel
Poor service experience with check in, the room, and being threatened by security. Management was rude as well We checked in yesterday and it took over 30 minutes. Once checked in the room had a cover that kept falling on our feet. Nothing major thus far. We decided to go get breakfast before heading to the convention center and decided to take the stairs down from our nearly $600 suite. We get to the bottom and it took us to back of house. We asked how to get to the lobby and we're pointed down a hallway. We came across the exit and a security guard immediately said they could have us trespassed. All we did was take the stairs down. We were shocked about being threatened and just asked how to get out. She then went on the say we were trespassing by taking the stairs and ending up where we did. So we went to the front desk and spoke to the security manager about what happened and he didn't seem like he truly cared. We then spoke to a guest services manager who said it was a security issue not his issue. I kept saying I am a guest that has an issue with the services. He again stated it was a security issue not his. I requested to have the issue addressed and he said I'm being generous by waiving your resort fee. I asked to speak to his manager about what happened as he didn't care. He told me she was gone at a conference and would be able to speak to me. I asked for her info to speak to her. I then ran into the general manager and explained what happened. He had Alyssa the director of the hotel operations reach out. I spoke to her and she offered a $100 credit on the room. After being threatened to be removed from the property for trespassing because we took the stairs, taking forever to check in, and having things falling apart in our nearly $600/night suite I feel that is not putting the guest first but just trying to get me off of the phone. I felt extremely unwelcomed and not appreciated as a guest who paid for a suite.