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| Submission date: 2006-04-26 - Date of Stay: April 2006 |
| Submitted by: Reemee - From: United States |
| Type of Traveller: Family Traveller - Age Group: 31 - 40 |
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| Worst Services And Worst Staff |
| Imperial palace has the worst staff. The staff do not know customer service. They give you attitude like if you don't like it just don't come back. The staff and the management do not care about the reputation at all. Even if you complain to the management they would not even investigate and take action. Probably the people work for management barely has high school degree or may be not. They do not have courtesy, manners. The worst I have ever seen in my life. They would rather lie than give customers services they deserve. For instance, the staff at the valet parking refused (Steven) to park the car probably because it was past midnight. I was told that the lot was full. I went right in and found lots of empty valet parking spaces. I parked in an empty space. There was no sign in front of that space (valet or check-in). Steven came right back and told me that I have to move the car. I pointed to him about the empty spaces (valet). He replied that according to the policy he would have to keep 10% empty spaces for the handicaps. I asked him then where I should park. Instead of pointing me towards self parking he replied that you paid for the room and you got the room. We are not liable to provide you any parking. Which was very rude and unprofessional. I was really angry by his attitude. I went to talk to talk to front desk supervisor Nui Kekuewa. His attitude was even worst than Steven. I explained what happened. I asked him how many valet spaces the hotel has altogether and how many empty spaces they have. I told him that if it is more than 10% then they would have to valet park my car. Nui did not have any idea about the calculation. He looked confused. He supported Steven and said that if he says it is full then it is full and he does not want to do anything about it. He probably did not like the way he was caught. I wanted to make a formal complain and asked for the last name of Steven. He refused to give me the name. Then I said that I feel sorry that I checked into this hotel. I also said that I will never come back to this hotel and would not recommend for anybody that I know. Nui replied "better luck next time" "there are many hotels in Las Vegas". I could not believe myself what I was hearing from a supervisor. He does not have any professionalism in his behaviour. I doubt that the higher management would ever read my review and would be courteous to give me a reply. Well, if I do not hear from them in a week or so then my next option would be to go to media or newspaper and complain about how the management discriminate or don't care about the customers. The hotel management don't care about their reputation anyway. So it would not make any difference about how they run their business. They know that people would still come to the hotel and they would still make money. The staff would make some people feel very bad. But they don't care as long as they are making money. |
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