This type of error makes for good comps if you play it right and don't
mind using the chain of management. Like you, I would go to the front
desk first and complain, but when my clothes were not produced and the
error was not corrected beyond my expectations, I would then demand a
floor manager. Make note of each person's name you speak with, the time
and day, and the final result of the conversation. Late at night or
early morning, sometimes floor managers are hard to find, or the one you
receive may not have the power to fix anything. Each time you speak to
someone, name the names of all those you've already spoken with and how
they have not resolved anything yet. Again, make notes as stated above,
and especially if they had an attitude or blew you off. First thing in
the morning, go to the Player's Club suite or casino hosts suite and
complain again. Keep those notes going, and ask for a manager again.
By this time, you should have a list of 4-6 names you've already spoken
with. If there is still no over-compensated resolution and no clothes,
then check out and go to another hotel, but leave your information with
the front desk and a manager and the casino host, and express your deep
unhappiness and offense over their reluctance to right this wrong. Call
every two hours and ask to speak to the manager on duty, and ask if your
situation has been resolved.
Usually, meeting with the managers resolves things rather quickly, but
sometimes it takes till the next day. At the very least, they usually
comp a nicer upgraded room and meals for your stay. If no resolution
happens during your stay, as soon as you get home send a lengthy but
polite letter to the owners and financial officer of the hotel. Send it
certified so someone has to sign for it, and send a copy of the letter
to the Casino Host and one of the managers you spoke with. Then sit
back and wait for the goodies. (Another good detail, if you are a
couple, always say it was a special anniversary celebration trip and it
was completely ruined.)
I had a wonderfully awful experience at Excalibur right after Hooters
opened (across and down the street). It was 2am, and a little pipsqueak
at the Player's Club desk was rude to me when I pointed out that they
had changed my Player's account and prevented my access to it. I asked
him if he could fix it, and he had the "I hate my job" attitude and told
me "no." I asked if I could open another account temporarily to track
my points until someone could help in the monring. He said, "No, play
elsewhere," and then rudely waived me off and asked another couple to
step forward even though I wasn't done yet. My husband was livid and
wanted to choke the pipsqueak for beng rude to me. I went to the front
desk to see if someone could help, and a manager was called. While I
waited for the manager, we overheard this pipsqueak and two others at
his station gossiping rudely about me in front of other guests. I was
floored. The manager arrived, but he was a night manager with no power.
He told me to explain this to the casino host in the morning. In the
meantime, we walked over to Hooters and were approached no less than
three times by prostitutes soliciting inside the hotel. One solicited
my husband as he sat beside me. Now I was livid as well. I made note
of this and of the blowjobs being given in the cars in the parking lot
(since then we always refer to Hooters as Hookers). I reported my
problem at 7am to the Excalibur casino host and told her about being
sent to another casino to play and my experience there, and she blew me
off. Fine, I thought, and we checked out early from our crappy
experience. I went home and wrote letters to the presidents,
vice-presidents, and financial officer of MGM-Mirage (copy sent to the
casino host without showing I wrote the President). I told them I was
not a big spender but I hoped they would not blow me off as well, since
I just wanted to let them know what a bad experience I had at one of
their resorts. I started out with compliments about what I expected and
experienced in the past at their casino, and then the complaint. Two
weeks later, the casino host calls me and says she can't believe I wrote
the president of the hotel and offered me two free nights. I told her,
"No thanks, I get free rooms all the time for my play, that's nothing
and does nothing for me." She asked what I wanted then, and I said,
"Why don't you think it over and send me something and I'll look at it."
Four more months go by, and I send another letter (not certified) to the
President, expressing my disappoint at being blown off a second time.
This resulted in a letter from the President himself, telling me to call
his persoanl secretary the next time we were in town to receive
something special for our trouble. The "something special" turned out
to be VIP Steakhouse reservations under his name as his special guests.
I'm telling you, the people there fell over themselves serving our party
of three, and the bill totalled $340. I was also told that I was being
added to the Slot Tournament and all special event mailouts as a VIP for
a full year. Actually, that was four years ago and I am still on the
list as a guest of the President. I get three nights free every month,
plus food and beverage comp, plus show tickets, plus Ultimate Fighting
party seats, New Year's Eve Party invites, plus a bevy of other items
including the free slot tournament prizes and such. It was well worth
the aggravation, loss and headaches for this long term reward. You just
have to be persistent and act polite but extremely offended and
disappointed that they felt you were not someone that could be treated
respectfully. It really works.
[Non-text portions of this message have been removed]
------------------------------------
Yahoo! Groups Links
<*> To visit your group on the web, go to:
http://groups.yahoo.com/group/casino_comps/
<*> Your email settings:
Individual Email | Traditional
<*> To change settings online go to:
http://groups.yahoo.com/group/casino_comps/join
(Yahoo! ID required)
<*> To change settings via email:
mailto:casino_comps-digest@yahoogroups.com
mailto:casino_comps-fullfeatured@yahoogroups.com
<*> To unsubscribe from this group, send an email to:
casino_comps-unsubscribe@yahoogroups.com
<*> Your use of Yahoo! Groups is subject to:
http://docs.yahoo.com/info/terms/
No comments:
Post a Comment