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Las Vegas Customer Service

W

Wonka

TUG Lifetime Member
Joined
Jun 6, 2005
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We just returned from a week at the Wyndam Grand Desert. After reading TUG, we asked to be placed in Tower III. We were. Our room ovelooked the trash pickup area. LOL. But, the room was fine.

We were quite surprised, however, with the attitude of the concierge. Generally, they set the standard for customer service. In Wyndam's case, the bar must have been set very low. The concierge was unhelpful (almost rude), unsmiling, and couldn't even provide basic directions (and didn't seem to care). The maintenance staff, cleaning crews, etc. were wonderful.

We also made the mistake of attending the sales pitch. I wasn't even aware RCI was purchased by Wyndam so wanted to know more. At the end, they refused to give us our gifts because we didn't want to fill out a form listing three individuals they could contact with phone numbers, etc. We weren't told this was a requirement when we agreed to attend. After we complained, a closer and manager joined us to express his "dismay". When I told him I wasn't happy that they added the requirement for contacts before proving our gifts...and, that it hadn't been mentioned as a requirement for the gifts, he responded, "well, we didn't tell you there'd be free coffee and donuts either". LOL. How professional is that?

The Wyndam wasn't alone in the lack of customer service orientation. Kiosk staffs also seemed to be awfully rude. I purchased about 1-oz of sorbet for $5.00 from one that seemed to be upset I interrupted her siesta in a leading hotel. The hostess at Harrah's Grand Buffet was also rude, insisting we return to the rope even though there was not a single person behind us. Go figure.

We laughed off the rudeness. It's a different world.
 
I'm not even going to address the rudeness issue. I don't know what to make of it, some people just aren't happy, and those are the ones you met, I guess.

If they insisted on three contacts, why didn't you give them Mary Jones, John Smith, and Susie Johnson? They wouldn't find out till later that they were bogus, and it would have been less stress for you...I would have declined to give three of my names for a fishing expedition, too. Of course, I wouldn't have done the tour in the first place (they offer them to us all the time), but that's a different story...

Did you find *anything* you enjoyed?
 
Fern Modena said:
I'm not even going to address the rudeness issue. I don't know what to make of it, some people just aren't happy, and those are the ones you met, I guess.

If they insisted on three contacts, why didn't you give them Mary Jones, John Smith, and Susie Johnson? They wouldn't find out till later that they were bogus, and it would have been less stress for you...I would have declined to give three of my names for a fishing expedition, too. Of course, I wouldn't have done the tour in the first place (they offer them to us all the time), but that's a different story...

Did you find *anything* you enjoyed?
Click to expand...

Of course, we saw five shows...they were all great. Lots of great restaurants and ambience (if you can afford them). DelMonico's was our "splurge" restaurant. Unfortunately, I had a stomach virus the before and during the entire trip so food wasn't a high priority. They Wyndam did have a free gambling class conducted by a local dealer/pit boss. It was actually the best timeshare activity we've attended.

We almost gave them made-up names, but it's hard to come up with telephone numbers and addresses on the fly. LOL. So, I decided just to decline and watch their response. Normally, we wouldn't attend a presentation. They just aren't worth our vacation time, but I did want to learn more about their points program and the acquisition of RCI by Wyndam. The presenter was good, but a little too "slick" for our tastes...reminded us of a used car salesman. He also folded in a 911 sob story to emphasize his point on the importance of taking the time for vacation with family (it was very out of place). The guy said he was the former host of a two-season show with Ed McMann (from the Tonight Show). I think it was Reach for the Stars or something like that.
 
Wonka,

Sorry you ran into some bad customer service. I guess you'll find that anywhere but I live in Vegas (well Henderson actually) and I will tell you that I rarely run into that. In fact, I always tell my husband that it's sooooo nice to be back out West where people are friendly. We spent 10 years on the East coast and I was never so glad to get out of a place - rudeness was a daily thing there. Sorry in advance to the East coasters on the Board here but that's the way it was.

I can't say I've never experienced rude customer service here but it has been few and far between. Usually I look at my husband and say, "Hmmm, must be from the East coast." :D It's just a personal joke between us.

Basically there are rude people everywhere but I don't think many of them have congregated here in Vegas. You just happened to run into the few that did. If I run into them I'll tell them to head East!
 
Jan,
I live in Henderson too. Anthem.

Fern
 
Fern,

Yes, I remember seeing some references in the past in your posts that you are in Henderson, and also that you knew about Del Webb. We are in Anthem also. I love it here!
 
We have spent a lot of time in Las Vegas over the past several years. In fact we stayed at the Wyndham Grand Desert in a 2 BR unit is Tower III with a great view. They were full but went to great lengths to get us a nice unit on an upper floor with a view and we are not owners. I have found customer service to be pretty good for the most part. That doesn't mean that there aren't a few blips here and there but by and large we have received very good treatment at all of the timeshares and hotels we have stayed at. We are Harrah's VIPs and their customer service has been excellent. It is much better than it used to be since they bought Caesar's Entertainment.
 
Who is it that is saying that "Wyndham bought RCI"?

RCI's parent company owns both Wyndham & RCI and Wyndham didn't buy out Cendant (or whatever the current name is)...

The Wyndham in Nashville is even worse...they wanted multiple names & numbers of relatives to even check-in to the stinkin' place..And did the same routine that Grand Desert does of making you go over to the "Concierge" desk to get your "parking pass."...
 
Personally, my opinion is that CS in Vegas has been slipping pretty well the last couple of years. Lately we've felt like the attitude of most major hotel/casino's has been give us your money and get out.

It's not everyone or all employee's but it's been increasing over the last several years. Enough that our trips to Vegas aren't as enjoyable anymore.
 
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