Harveys Lake Tahoe Hotel and Casino

No room cleaning service. Excuse given was Covid but real issue was understaffing since they clean out rooms between guests. We even requested front desk but they ignored our request and said they will try.

This is no longer a 4 star Hotel. Our room was on the 11th, upon entering our room the wallpaper is coming off the walls, plug wasn’t working. The rooms really need to be updated and cleaned up. With COVID restrictions the staff was very unorganized during the check in process.

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.

We stayed 8 nights over Christmas-NewYears. For a 4 star hotel I expect more service. NO maid service at all.Was told only when you check out do they come in. We had to find the maid each day, for towels, trash bags, shampoo,tp paper...etc. Unacceptable. The beds were very comfy..the only plus nd the view of the lake was very nice. Also fireworks on NYE were great as short from the Hard Rock. No room service though. AND very limited places to eat anything. We had to walk thru tunnel for food to Harrahs. Will not sty again.

I called to make sure the swimming pool, Jacuzzi is working and they gave false information, shower was not working too, no hot water from 10 to 2 that day and the front desk was so rude telling me I’m going in circles when I called to complain.