Wednesday, January 18, 2012

Hostile Indians: Harrah's Ak Chin Casino employees display rude and unprofessional behavior when asked a simple question

During the past couple of weeks, I've been participating in a PRESS YOUR LUCK promotion at Harrah's Ak Chin Casino located on SR 347 south of Phoenix. I earned 1000 Total Rewards points and was looking to use them at the Harvest Buffet. I thought this was relatively simple as I've done this before without any problems. Now, my customer service issues have been tossed aside as if there was no problem or issue at all. That was Harrah's biggest mistake.

Apparently, the Indians on the reservation have become hostile and unfriendly towards some casino guests. This is the impression they left on me. As is most often the case, the truth hurts.

During a telephone call to the casino, the unprofessional supervisor was rude to me. Every time I tried to speak, I was interrupted. Needless to say, this angered me and I decided to go up the chain of command. The reason I found myself dealing with the supervisor was due to the lack of initiative exhibited by the previous representative.

I made a total of six(6) telephone calls altogether. Not one person was friendly or helpful. Not One! I made a seventh phone call to Caesars Corporate Customer Service, Harrah's Las Vegas, 3475 Las Vegas Blvd. South, Las Vegas, NV 89109, (877) 716-4500.

They were also unable to provide answers to my questions, but were at least friendly and polite. They also promised to call me back with possible answers to my questions. I suspect they only told me what they thought I wanted to hear. Harrah's has failed to earn my trust. At this point, trust is beyond recovering.

Text of my email to Total Rewards

On Saturday, January 15, 2012, I received 500 Total Rewards Points in the Press Your Luck promotion. I was told that these points would be on my card within 72 hours. (I was promptly awarded 500 points the week before.) Four(4) days have passed and these points are not on my card, yet. It was my intention to use these points at the Harvest Buffet towards lunch today. Now, due to this problem, that's impossible.

I made five(5) phone calls to Harrah's to get information and was met with ignorance and hostility rather than politeness and understanding. At this point, I did not feel welcome. Where are my points??? I think I was supposed to take my lumps and just walk away. I simply can't do that.

Your Question has been Submitted... Question Reference #120118-000106 Thank you for submitting your question. Our goal is to respond to your inquiry within 3-5 business days (Monday-Friday). We appreciate your patience and look forward to assisting you further.

We are looking at a week to answer my question? That's completely unacceptable. As much as I don't want to. I'm going to have to go there in person to express my dissatisfaction and hopefully get answers to what I originally thought were simple questions.

Arizona's Native American Tribes

The Ak-Chin Indian Community was created in May of 1912 by way of Executive Order from President Taft. The community consists of both Tohono O'odham and Pima Indians, and can be found in the Sonoran Desert of south central Arizona. In 1984, a water rights settlement was approved by Congress, entitling the Ak-Chin Community access to 75,000 acre-feet of Colorado River water. Ak-Chin Farms, Harrah's Casino, and the Ak-Chin Tribal Government are all major employers.

Since waiting until next week was unacceptable, I decided to go to Harrah's Ak Chin Casino in person. I wasn't there five minutes before my awards points were in my account. No explanation was given as to what happened and why.

That being out of the way, we decided to check out the buffet. It was 1:03 pm. Upon entering, I observed unfinished drywall and unpainted walls. There was supposed to be beef brisket at the carving station. There wasn't. I was ignored when I asked, “Where's the beef?” The pork loin was dry and tough. Again, my comment was completely ignored.

“Velda” paced around shaking her head claiming she “didn't know”. She was very unfriendly and I wondered why she was working around people. “Chris”, the tall beatnik, looked like he was ready to fall asleep, He stood at the buffet entrance and impatiently kicked a sign. We observed many other employees milling about doing nothing that resembled work.

The buffet was in no way a relaxing place to eat. With the sounds of employees shouting across the room and the banging and clanking of dishes, I thought I was in a factory, rather than a restaurant.

My comments on the customer service forum were deleted: I responded!

I told the truth and rather than solve a customer service problem, you have decided to delete it. That's unfair and dishonest. I have taken the liberty of making a screen shot of the original comment and will post it on my blog. I'm also writing multiple reviews for publication elsewhere. I'm not going away. Step up and fix what is broken and there would be no need for comments such as mine in the first place. You people are truly disgusting and pathetic (for trying to silence the truth).

Upon leaving the casino, an ambulance and fire truck using lights and sirens arrived. Perhaps, somebody choked on the pork loin or had a bad customer service experience. Neither would surprise me.

“I'm a 9th generation American and patriot (1737). My forefathers served in the Pennsylvania Militia. On June 27, 1781, they were called to perform a tour of duty. I'm still protecting freedom and securing the border, 274 years later.” --Harry L Hughes III


  1. i feel your pain, just got back from my wife's birthday at the Flamingo. booked everything online months in advance, checked out the rooms online everything looked and sounded so good. everything was booked under my wife's name, so she went to check in and while i went to go grab our stuff from the car. by the time i got back she already went to the room and checked it out, it didn't look anything like the room that we saw online. nasty ugly pink furry craps on the bed, bathroom tub had a leaking spout, the tub drain was clogged. we went back down to the lobby to talk to a manager everyone i saw were walking away while i was talking to them and the front desk was no help too. the lady at the front desk said that they could do anything about it, all the room were booked. even tho we booked our rooms months ago? she replied can't help. so i asked the people that was in line with us how did there room looked like cause our rooms were like crap, they said our rooms are fine updated nice looking but just a bad view of the strip all the could see was a wall and they wanted to change their room. we told them our story and they were vary shocked to hear. i don't know if the Flamingo's racist against Asian but it sure fleet like it. if somebody can help put a stop to this bad customer service or racism.

  2. I've stayed at all of the Hilton properties in Las Vegas at one time or another. The rooms are simply cubes where they store their "guests" like luggage. They are over priced and the service is limited to replacing towels and toilet paper. The only color these huge hotels like is GREEN! You will not get much in the name of personal service.

    I travel and stay in Las Vegas several times a year and have done this for two decades. I have grown tired if the large hotels and casinos. They are grossly over rated and over priced.

    On a recent visit, I tried lodging off the strip on Freemont Street at the California Hotel and Casino. They actually catered to Asians rather well. Most of the staff and decor was Asian/Eastern, for the most part. The rooms were nice and were priced at around $60/night. I was happy with that stay, except for a rude parking valet.

    On my most recent trip to Las Vegas, I stayed at the Crestwood Suites - 7260 S. Las Vegas Blvd. It was at the south end of the strip, so it was necessary to have ground transportation, but was well worth the price of a car rental because the room was only $36/night. The room also had a table chairs, stove, refrigerator and FREE WI-FI. Hilton charges an arm and a leg ($15/day) for internet.