While staying at Harvey's there were three separate occasions where I needed to ask a simple question regarding basic hotel needs that I wanted handled by a live person onsite at the hotel over the phone. I called and waited for more than 15 minutes all three times only to speak with very friendly but completely unknowledgeable people in the Philippines regarding pool hours, confirmation an order I had placed at one of the hotel's restaurants had gone through since I didn't receive a text nor an email confirmation, and to inquire about WIFI service and set up. On two occasions I ended up walking down to the front desk while still on hold at your Call Center to ask someone at the front desk for help - needed extra towels and I had a restaurant question. Both times there were people just standing around. When I asked why I was on hold to speak with someone in the Philippines regarding my restaurant order or pool hours, both times the different people advised me that they do their best to answer calls before they rollover to the Call Center. I have a lot of trouble believing that since your staff members were all standing around probably knowing the calls would be answered by someone in the Philippines who can't actually assist. This is a TERRIBLE customer experience.Also, I received a daily text regarding hotel food availability but the hours shown on my text did not match the hours the restaurants were open so twice we had to make alternate plans when we walked to a restaurant to find it closed.I was beyond frustrated with the fact that I couldn't actually speak with someone at the hotel on any of the occasions I needed assistance. Spending 15-20 minutes on hold while on vacation only to find out you're speaking with an offshore Call Center Agent is ridiculous. I'm all for outsourcing Call Center work - in fact i manage a call center in the Philippines in my career - but when a customer onsite needs assistance, you should have staff available to answer simple, basic questions. Call Centers should be used for reservations and general booking questions but no for in-person customer service. It left a really nasty taste in my mouth and caused a lot of frustration.