Blasted my host (in the nicest kind of way)

[DaBurglar]

 
 Your not going to have a problem.  I've got a special * somewhere in my account that says "make this guy so crazy that he goes running into the street".  It's just me.I am going to assume you are just being silly here, because it is in fact most definitely NOT you, lol.First off, I really enjoyed your post(s) about the ongoing problems and situation at Harrahs, and CAESARS properties in general......I did NOT enjoy the fact you keep having problems, but I like the way you explained how "THE MORE THEY TRY TO FIX THINGS, the worse it gets"  because you just want to be left alone to enjoy and relax ....PERIOD!   They never seem to get this.....I will have more to say about AC in general later, but specifically Caesars properties EVERYWHERE, not just AC but also Vegas and elsewhere, are all under intense pressure to cut costs and "do more with less".......in a service-based industry that is mature (i.e. ultra-competitive with the same or more competitors trying to eat the same-non-growing pie), this is the KISS OF DEATH.The massive debt that CAesars continues to carry is finally exerting extreme negative force on operations.   This is intuitive....when you slash costs in a business that DEPENDS on superlative service, it is always a disaster.   My Brother recently stayed at LAs Vegas HArrahs and had so many things go wrong during his four days there he actually thought it was intentional...they screwed up anything that could be screwed up, his bill (they had someone else's room service meal charged to the tune of $290 bucks!), they muffed his request for a Non-smoking room ---TWICE (they originaly put him in a smoking room, he complained, they moved him to another room, which also turned out to be SMOKING!)     His Blackjack table (at 5:50 pm on a Saturday) once waited almost 20 minutes for a waitress.......even the normally impeccable HARRAHS STEAKHOUSE was a disaster:  the waiter was responsible for 6 tables at once (usually its 2 or 3), never checked to see if the food was correct (it was not, my sister-in-law had the wrong side dish and her entree was woefully undercooked) and then it took 15-20 minutes to get his check when they were ready to bail out.I have a litany of crap I could share about the AC Caesars Properties that essentially all points to cost cutting having a devastating impact on operations and, ergo, customer service levels.   But I dont want to be accused of starting another RANT about AC, lest I get called out on it by some DICK.....

[roveer]

Let's add this past weeks CET customer service miss...

Dropped into Harrah's on Wednesday night to collect my Sun-Wed freeplay and my Thurs-Sat freeplay. I like to bank these things to give me more cash to play since things are a bit tighter in the budget department these days.

I've done this a bunch of times with no issues. I have PIN numbers that come in mailers. Usually get there around 10pm bank the first promo. Wait till after midnight then grab the 2nd and get back on the road. I play nickels and unwind.

Low and behold, first promotion will not show up. Message "Promotions Not Available At This Time" in the little window. Try different machines, different cards etc. No go. Of course Total Rewards CS area is long closed and cage/credit can not help. After midnight the 2nd promo shows up as expected. Wasn't hat upset but I can't get through a week without there being some problem.

A quick note to my host the next day and they banked the freeplay for me. just sucks to have to go through all the effort and also have my host thinking I'm crazy and cheap.

I'm beginning to think there are just too many moving parts to this whole process. They just can't get it right. with CET I do think it has a lot to do with cost cutting. The hotel operation has really been cut back and it's noticeable.

They are really making it easy to just walk away at this point which is something I'm considering. I'm in a pretty good dry spell and thinking about taking the summer off. It's no fun when there are no hits. Things will be better in the fall.

Roveer

[Tedlark]

Roveer a couple years ago at one of the local Hollywood casinos I was doing much the same thing with my free play and all of a sudden I tried to access freeplay and it also came up as unavailable. The mailer was still valid but my freeplay was pulled after I received the mailer. After this happened I haven't stepped foot in that casino since. Their loss.

[DougJ]

Just wanted to provide a brief trip report here regarding my downtown Vegas stay two weeks ago. Despite the fact that we have a fabulous host at a "locals" casino in Vegas, we decided to try out a different casino property because we sometimes like spending time on Fremont Street, for a change of pace (and great people-watching).

We had gambled briefly at the Golden Gate Casino about a year ago, and had received business cards in the mail from two of the hosts at the Gate/The D. So, we emailed/called each of them, setting up a three night stay. One host never ever responded. The other host took three days to reply. That was after two emails and a voice message from me.

Here is a summary of our three night stay at the Gate: NEVER once saw or met our host, despite gambling at the Gate for hours each day. Not even a welcome phone call.

The limo that was set up to meet us at McCarran did meet us all right, but we waited over an hour, because someone decided that we needed to share the ride with another couple, who hadn't arrived yet, as well as an EMPLOYEE of the D, who apparently needed a ride to work that day from McCarran. We waited on her for a good hour till her flight arrived. Well, that's service, huh?

Our suite was absolutely filthy at check-in . . . the bed looked like it had been slept in by another guest for a week, it was that bad. Soap was used in the soap dish, etc. So, we waited around, wasted another hour changing suites.

No one at the Gate nor at the D understood their own comp systems, so it required another hour of a players' club boothling's time to call around asking how to use food comps at the shared properties.

In all this time, we definitely felt abandoned and unappreciated; worse, we can't believe the hours wasted, waiting on a ride, getting a room change, hunting down people to help us with food comps, and NEVER once meeting or speaking with our host, despite best efforts to reach them.

So, lesson learned . . . if you find a fabulous host, stay with them, because the grass is not always greener.

[chattycattty]

I guess CET is not so bad after all.

[Vman96]

Roveer a couple years ago at one of the local Hollywood casinos I was doing much the same thing with my free play and all of a sudden I tried to access freeplay and it also came up as unavailable. The mailer was still valid but my freeplay was pulled after I received the mailer. After this happened I haven't stepped foot in that casino since. Their loss.

Ugh. Joliet? Don't blame you for not going back.

You ain't missing much except the paytables. I really don't like the place much either; I'd rather play at Harrah's. And when I visit Joliet, I think most of Joliet agrees.

[Tedlark]

   Actually Vman it was Aurora.

[OTABILL]

Let's add this past weeks CET customer service miss...

Wasn't hat upset but I can't get through a week without there being some problem....

They just can't get it right.
Roveer


We have had similar experiences at CET/Harrahs. As I have posted several times in the past, we have had all kinds of customer service, hotel, comp issues at various CET facilities in recent years. Seems like every time we set foot in a CET property, something happens to sour our visit. From being our favorite, whether local, Laughlin, or Vegas, CET casinos are pretty much our choice of last resort. Every few months we give Harrahs another chance hoping things will improve only to be disappointed again.

[DougJ]

IMHO, if you continue to give business to places that treat you poorly, then perhaps you have no right to be upset when bad experiences recur at those places.

We gave the Golden Gate a chance, and we learned our lesson. Never again. Fool me once, shame on you, fool me twice, shame on me.

[BillyJoe]

Let me throw the 'other' big casino group, MGM Int'l, on the belt-tightening bonfire. I just returned from a 7-day Caribbean cruise on RCI's Oasis of the Seas. Had a nice time, overall, but of course, it wouldn't be a casino event without some silly decisions.

Drinks in the casino were comp, but any drinks, food, etc outside the casino was charged to the room. No problem, usually, because the casino always picks up the few hundred dollars of those type of charges on any cruise that I have been on. Not this time. This was a Vegas Mirage sponsored event, so the ship's casino was told 'hands off'.

They had a beach party, but you could not get a Pina Colada - only beer and soda. Who ever heard of sitting on a Caribbean beach without a frozen drink?

When it came time to leave, the Vegas host said that they were not picking up any F&B. I went to the ship's casino host, and I said, look - a 7 day cruise, with 3 sea days of 24 hour casino action, and I had a $20k casino credit line. Those 'incidentals' better disappear from my bill.

Well, they did, but why did I have to even have to have that conversation?