I had a package sent here for a conference I was attending but was only staying the night and staying at the conference hotel the next day. After being told by the Bell Desk that my package wasn't on their list, I went to the front desk. There I was encountered by Roy and the Supervisor for the Front Desk.The Supervisor at the front desk laughed when I asked to speak to a manager, and said he'll tell you the same thing I'm telling you. Both were rude and basically wanted to wash their hands of the whole thing. They stated b/c Fedex is a vendor they couldn't go into their package rooms to obtain my package which was not on their list, even though i had proof it was delivered the day before. And to top it off my package was UPS not Fedex. The next day was Sunday so I'd be at my conference with no items to provide to clients and I couldn't have been fired but Roy didn't want to help find a solution. Enter Javier from the Bell Desk. I called the Bell Desk in hopes they can give me some details on how they obtain their list. Is it updated hourly? Mid-day? I wanted to determine if I'd have to wait until Monday to obtain my package. Javier checked the list one more time and said my name was there but earlier from the bell desk and the front desk that my package wasn't there at all and to kick rocks. I was literally in tears in the lobby. The men behind the desk didn't care! Javier did his due diligence and found his pervious co-worker wasn't looking in the right spot, i don't know what the front desk's excuse it. I received my packages from Walmer, another Bellman in 10 mins from talking to Javier. I was so grateful. Here the guys in uniform and NOT suits saved my job. I can't say how much I appreciate both of them. Will I stay at Harrah's again. Nope! Just because of the front desk. Once they knew the bellmen helped me they attempted to make it up by reversing the resort fees. I appreciated that but I would have liked to have been treated better by the desk staff. Instead of remaking the rooms Harrah's should remake the front desk staff. Clearly your hardest working stuff, Bellman Team understands customer services and helping. If I were just rating Javier and Walmer I'd say 5 stars all the way but the front desk, the face of the hotel, were unhelpful and rude.
