Harrah’s Lake Tahoe Makes Good

June 26, 2011

I had a bad experience at Harrah’s Lake Tahoe when I stayed there in October 2010; however, as I reported then, they recovered quickly from their service failure by calling to try to understand my concerns then offering me a free room stay. I took them up on that offer a few days ago.

My return stay was excellent. The room they gave me for free was large, clean, quiet, comfortable, and had a great view of Lake Tahoe. Check-in and check-out were both fast and efficient. If you ever make a trip to South Lake Tahoe – and you should – Harrah’s is a great place to stay.

I found it interesting that I was once again advised at check-in that if I even touched something in the mini-bar it could result in a charge to my room. Since this is the second time that has happened to me, I think it’s safe to assume the front desk staff are formally trained to say that. Until they fix that design flaw in the rooms by removing those pesky mini-bars, the warning at check-in is unfortunately probably the right thing to do.

This is a great example of how a business turned a service failure into a good recovery and success story. Because of the way Harrah’s recovered from their failure, I’ll be back as a paying customer in the future and will not hesitate to recommend the property to others. If they had not been paying attention and responded to their service failure, it would be an entirely different story.

Overall a great stay. Well done, Harrah’s!

What do you think? Please share your thoughts in the comment section below!

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Comments (1)

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  1. Michael Ling says:

    Well done! Bret..

    I have seen so many service breakdowns in restaurants, hotels, airline counters…

    The point I like to make is not everything can be made up for. For example, if its your daughter’s first overseas flight, if its a dinner with your best friend that you hadn’t seen for years. We dont want to go through any bad experiences.

    The service guys need to do it right the first time everytime. I have a problem if they let me down the first time.