Well…I guess let me start from the beginning! We arrived at Caesars and was greeted by the Bell Staff to collect our luggage to be taken up to our room after check-in was completed. The line to be checked-in by a Guest Service Agent (GSA) was so long, I decided to use the self-check-in kiosk. I received my key and since we had booked the Buffet of Buffet Package (I’ll talk about this debacle later) via Caesars website, I figured I should ask the Kiosk attended how this package worked and what we had to do. Well, she didn’t have a clue and instead of saying “Let me find out for you”, she said “I don’t know!” and we stood there staring at each other like a baby discovering the ceiling fan for the first time. Awkward to say the least! Once, I figured no light bulb was going off in her head to help, I said screw it and I’ll just go to my room and get my relaxing vacation started. I have been all over the world, 20 different countries, countless cities within each, so I have had my fair share of questionable hotel experiences, but this one takes the cake. For starters, the carpet was filthy, I mean to the point where you could literally see and pick up the dust balls, dirt clumps, and random trash bits that somehow got over looked and never vacuumed. Weird because it was EVERYWHERE! In addition, the sink looked like someone had just brushed their teeth, spit in the sink and no one ever cleaned the dried toothpaste spit residue that accumulated on the faucet. Let me also mention, everything was dusty. You will find out more about this in a bit. I didn’t complain, I just called down stairs and asked for a cleaning person to come and address the issues. As they say, “$#it Happens!” So my wife and I sat and waited and waited and waited for our luggage. After about an hour, and just at the point we were going to call and ask where our luggage was, we get a knock at the door. Sike, that wouldn’t make this stay that interesting, no we got a call asking if we owned a black suitcase, which we don’t and that they were trying to find our luggage, “It may have gone to another room” we were told. Yep, they lost our stuff! Twenty minutes later and now we get a knock at our door, and they found our luggage. Still, I don’t complain and decide, let’s just go down to the pool to get our relaxing vacation started. We stay there until the pool closed, which was a couple of hours as we checked in early and then went back to our room. We changed in our room and went out to get some food and look around a bit. When we returned, around 9 or 10 the cleaning we had requested never was undertaken. So, now it’s time to make a second call to see what’s going on. My wife calls down stairs and WOW, an actual housekeeping supervisor and another employee is at our room to inspect what is going on. My wife shows him the dirty sink, which I forgot to mention, has some black stuff in the bowl, which well we didn’t know what it was, but again, we’ll get to that later in this story. My wife points out the poorly vacuumed carpet and the extremely dusty furniture. She points out the dusty furniture, but picking up that little box of cookies at the snack section and wiping in on her black dress to show the mound of dust that has accumulated on it and everywhere else in the room. The supervisor apologies and say he will have someone in our room tomorrow morning to have it all cleaned up and back in order. The next morning we wake up and go about our day only to come back in the afternoon to find nothing has been done except someone has made our bed, fixed the pillows on the sofa and brought us new towels. Frustrated that I have to go down to the front desk at this point to explain about our dirty room again, what do I see in our room. A random half drank Pepsi bottle sitting under the TV! HMMM…I bought three 2-liters of Coke before we arrived. I asked the wife, “Did you buy this?” and she replied “Nope!” and I know I didn’t, so now the question remains, was it the cleaning staff leaving their trash because we booked the trash room, a thirsty stranger who broke in to loot through our stuff or did we just get visited by the Pepsi fairy. Trying to keep things short, the room never was cleaned and we stared at the dried toothpaste spit, dirty carpet and breathed in that dusty air for a week. Not done yet! To cap off the entire week, my wife and I went out on Wednesday, could have been Thursday, but regardless, when we arrived back at our room, we were greeted to the wonderful smell of sewer throughout the whole room. As my wife passed by the bathroom, the sink with the black stuff and toothpaste was spewing black dirty water from the drain hole. My wife said it looked like Old Faithful was erupting in our sink. As you could imagine the “What the F!” comment came out pretty quickly and loud. Two seconds later, we have an Engineer/Maintenance person at our door, which he goes straight nto the bathroom. His words verbatim, “I was plumbing that $#it next door and the $#it must of come up on your side.” Apparently, the black stuff we had been seeing was the residue that was coming from a clogged sink from next door and the smell was from him plumbing the clogged sink. Let me also mention that as he is telling us what is going on, he is cleaning the black stuff in the sink, which has gone down WITH OUR F’IN TOWELS AND LEAVES THEM ON THE FLOOR IN THE BATHROOM. The only funny moment that came out of this was the fact that when he was cleaning the sink with our towels, that dried toothpaste stain still prevailed HIS cleaning attempts. The stories continue, but let’s move on to Customer Service. Throughout this whole ordeal, I dealt with two GSA’s and three Front Desk Managers or Supervisors, who seem to not have any authority at all to make guests happy. I must say we were given a $70.00 Food and Beverage credit twice for our issues, prior to Old Faithful, but that was it and I had to ask for that, it was given as an apology, but upon request. Below is a list of horrible customer service experiences.1. I believe his name was Miles, but at one point told he to me to hold on as I was in the middle of discussing my issues as he had to go deal with another guest. What! Was there no one else who could deal with the other person and is that other person more important than me. Stay in the moment dude. 2. At the pool my wife got a drink and when she went to get another, was told that she couldn’t charge it to the room because her name was not on the room. She then said, “No one told me this” and “[insert other bartenders name] just gave me a drink and charged it to our room, so what’s the policy.” He explained the policy, which is acceptable and said he would do it one more time. When my wife went up later to get another beer, before she he asked anything was rudely told “Mam, I told you that you could not charge another drink to your room, because your name is not on it.” My wife had her purse in her hand to buy another drink with her check card, but was so rudely spoken in front of other guests she turned away without saying a word and was just appalled. 3. This goes to all the Supervisors, none of them know how to manage guest complaints and there first instinct is to tell you, they will get back with you, which they do not and you repeatedly have to come down to figure out what is going on and why no one has gotten back to you.4. My favorite customer service experience was the day we were checking out and I was talking to the Asian Front Desk Manager or Supervisor (can’t remember her name). I explained out the Old Faithful story, and how the room smelled the whole day and into the night. She said that she needed to verify everything that went on and that she could refund our last night’s stay do the inconvenience. Again, she couldn’t do it now and had to it later because [enter excuse here], again another instance of I’ll get back to you. So that was Friday and I waited and waited and waited and three days later I get a call. “I Mr. Miller, we looked in to the issue and we can refund you two days of RESORT FEEs”, wait what RESORT FEEs, what happened to my last night’s stay. At that point I said you know what forget about it, I would like to just speak to the General Manager to let him know my experience and well I’m still waiting on that call or any call from someone with authority to make things right. Let it be known I’ve been asking for a GM, Assis. GM or and type of Director to give me a call, since day three of this vacation, which I have never heard from. I said I would talk about the Buffet of Buffets, and I will say this. The deal is straight garbage! We purchased the package to find out that you can’t eat anywhere within Caesars without paying an upcharge, case in point the lunch/dinner buffet was an additional $35.00 per person. Also, no one seems to know how the package is supposed to work, so be prepared to do some additional staring at the buffet staff as they figure out what to do and who to call to make it work. You’ll also be doing some arguing about some erroneous charges because when they did figure out what to do, they still did it wrong. I usually write reviews for really good experiences and on things I think travelers like myself would really enjoy experiencing, so this is my first review that I have had to write on a bad experience. Hope you enjoyed my horrible vacation experience story. I just wanted to warn someone else, before they too spend their hard-earned money, take a week of leave off to be treated like they were nothing but pieces of trash. On a side note, I have worked in the hotel industry for 10+ years from the front desk all the way up to Director of Sales in Baltimore and Washington DC hotels. I can tell you this; a guest experience like this would have never gone by without being properly resolved. My GSA, had the authority to comp a night or full stay to make a situation right. Of course, they would have to explain why they did it to management, but management trusted their judgement. IF YOU’RE READING THIS SEAN MCBURNEY FEEL FREE TO TRACK ME DOWN TO DISCUSS, CHECKED IN JULY 2-6, 2018 UNDER MR. MILLER IN THE OCTAVIUS TOWER FLOOR 63. P.S.- Here’s a tip for your Supervisors and Managers when speaking with Guests. Guests see a hotel as one big entity and not the individual departments that hotel employees do. So if someone complains about their room, the Front Desk should say it’s a Housekeeping issue and shift blame. You are one entity in the eye’s of the guest!