text: **Update: I ended up dealing with Leann in risk management, and SHE was also great. Very diligent about call backs as well. She managed to get a reimbursement set up, so I'm upgrading this another star. They ended up doing right by the customer, just took them awhile!**\n\nI haven't been so disappointed in a hotel in a long time. Let me be clear, my disappointment is with staff, not with the property. I really like the property (which makes it a 2 star instead of 1), but probably won't be coming back because of the staff. \n\nMy girlfriend left a phone charger in the room, and when I got off of work 4 hours later I went back to get it. Was told to call lost and found the next day, to which they said they didn't have it yet. We then stopped in the day after that to talk to someone in person... And we were given the run around. Bounced from security to concierge back to security, NOBODY giving any answers or taking any responsibility, and a bunch of people shrugging in a \"I don't have any idea what you should do\" kind of way. \n\nThe security guard was older, and just seemed to not care. I told him I work at a similar hotel on the strip, I know phone chargers can go missing. He said yup, sometimes they just disappear (clearly implying employees take them). To which I asked, so because someone takes our phone charger we are SOL? He looked at us and nodded in confirmation. He also said sometimes phones themselves just develop legs and walk out never to be seen again... Really? Glad your employees didn't take a phone worth hundreds of dollars? Thank god it was just a charger? Phew!\n\nShocked, we asked to file a security report. This is when we were handed over to Daniel, who was far and away the best person we dealt with at the palazzo. He is what customer service should be. He was nothing short of amazing. We walked him through where we left it, he said people leave chargers in that socket CONSTANTLY (it's on the opposite side of the wall divider between living room and the beds). He sympathized, did the report with us and everything. Spent like 30-45 minutes making sure we had everything done and were comfortable. HE was 5 star quality. \n\nHe have me a number in risk management to call to follow up in 3-4 days, and to possibly ask for reimbursement. I waited 2 weeks to call because I was really busy working, but then I left 4 voicemails for Eugene Fitch in risk management over 2 weeks. She never called back. \n\nI called the general line, and somebody finally called me back a few days later...  Now a month after the stay. They couldn't find my report, but called me back later having located it. The result? Uh...lost and found didn't have it, so there's nothing we can do. \n\nWell, thanks for nothing Palazzo. You wasted ample amounts of my time, did nothing to fix a new $30 charger being left behind, even though we spent 5-600 dollars on property. I know that isn't a lot compared to other customers, but $30 is so trivial to lose a customer over. It wouldn't have bothered me as much either if the customer service wasn't so bad. I gave them ample time to respond, and got nothing. I don't know if Eugene Fitch actually exists. I can't think of any other customer service where someone would ignore FOUR voicemails!\n\nI find it hard to believe a 5 star establishment operates like this. I feel cheated and taken advantage of, particularly because I wasn't an a**hole to anyone. Someone who wanted to be a jerk would probably have been taken care of, I see that all the time. But because I understand what it's like in the industry, and assumed they would find a solution given enough time... I'm stuck with a \"yeah, nothing we can do.\"\n\nI'll spend my money at Wynn or Bellagio in the future, and make sure to triple check for my charger before leaving!