Gambling Forums

[Answerman]

Little insults are remembered for a LONG time. My wife still won't go into Bally Las Vegas over an incident more than 20 years ago.

A friend had arranged a comp to their show, and after a long day of playing and exploring, we decided just to order room service while we cleaned up for the show. Problem: There was no menu in the room. I phoned the front desk, they said they'd send one right up. 15 minutes later, I phoned again, they said they'd send one right up. 15 minutes later, I phoned housekeeping, they said they'd get one.

By then, it was too late. Marcy was starved, and we decided we had to forget the show and go out to eat. The next morning, I spoke with a casino manager, who apologized and offered to buy us breakfast. I told him we were on an early flight, and a comped room night seemed more appropriate compensation for two show tickets than a breakfast. He said they couldn't do that.

When we got home, I wrote to their chairman and got the basic reponse, "Thank you for calling our service lapse to our attention. We endeavor to satisfy all our customers." And that was that. No offer for a future visit, no offer even for show tickets or a meal for a future visit.

They've changed hands about three times since then, but there is no way Marcy will go into Bally's.

[LBoyd]

Dewey Wrote:

[dewey089]

I have read a similar letter of complaint, this one to the Mirage. This time the woman canceled and rebooked because of the resort fee. When she mentioned that to the operator, she felt rebuffed with a skoff. That made her more angry than the fee itself.
Her answer also used the phrase, "in a gesture of goodwill" and offered to waive the fee if she rebooked the rooms.

Part of her letter included this:

My email address is dsteinbach@mirage.com. We are monitoring our guest comments about the resort fee and I appreciate you sharing your feedback. I will ensure they get to the right areas.

So if anyone is inclined to express an opinion to the Mirage, this looks like a fine place to start.

[LBoyd]

Dewey Wrote:

[dewey089]

I thought the entire process might give people an added incentive to complain. They know it is unlikely that they will get the fees waived, but the upgrade pays for the time it takes to write the letter if they are actually going back anyway.

I am certain that a flood of letters to TI and Mirage would pressure them to back up on this process especially from people who have stayed and gambled and would like to go again. But many people are fatalistic about such issues. Nothing can be done, they think.
Mirage and TI don't answer my letters. Who am I with no record of gambling there?

Now, if someone has stayed and gambled and is annoyed, the upgrade is a carrot, even if it is a condescending carrot.

In my mind the competitive pressure is on that section of the strip. Now Harrah's owns Planet Hollywood, so we can expect soon there to be no resort fees there. From that location all the way up the strip to the resort fee wall of Mirage, TI and Venetian every other room is free of resort fee, and Palms, Gold Coast, and Orleans have kept their fees very low: $1, $3, $5.
There are some downsides to the increasing rise to monopoly of Harrah's, but right now we are served by their decision to not charge resort fees in Vegas as well as their new system of live poker room room deals.
I can't help but think they were targeting their closest competitors with that policy to see what no resort fees would do.

[LBoyd]

Hey Dewey,

First, your blog is excellent and I urge people to check it out through the link you provide.

Now, the letter from the history teacher is pure and simply a classic well-written and thought out complaint. I hope people take the time to read it in its entirety. I'm going to be summarizing as I comment.

The writer is insulted by the additional $134 in "resort fees", but otherwise loves Treasure Island (TI).

My Comments:
MGM is getting quite famous for padding the bill with exorbitant resort fees which it takes care to add in a very sneaky manner. In my opinion, Mayor Oscar Goodman was right on target in inviting Obama not to come back to Vegas, after two separate incidents of remarks from the President likely to hurt their tourist industry. However, Mr. G. should have a word with the suits at MGM trying to gouge visitors with extra fees. Their behavior is doing more damage to the gaming industry in Vegas than anything the President has said. How can you expect people to take you seriously when you reach in their pocket and grab around a third more than you advertise for a room? You already are using the low room rate hook to reel them in; now you switch the bait with a sneaky wink. Makes gambling seem like a sleazy endeavor.

Far worse than the deceptive room bargains are the two condescending letters responding to the complaint.

Cecilia Jacques (Guest Relations & Hotel Training Manager), in my opinion, could use her response for a hysterical Saturday Night Live skit! She's snooty, condescending, arrogant and aloof. The guy already said he's the average Joe, but he writes a brilliant letter that's down to earth. He shows integrity by remaining loyal to his host casino even though he acknowledges that he's a teacher--known to be grossly underpaid. Still, he spends a few thousand hard-earned dollars in their casino. She's acting like the Marie Antoinette, offering cake crumbs and even including many limitations.

More galling than Queen Cecilia's letter, in my opinion, is the letter from the Assistant Hotel Manager, Ryan Gross. (Guess the guest wasn't worthy of a response from the big boy manager.)

Letter From TI Assistant Manager:

[dewey089]

One fellow I write to shared his letter of resort fee complaint and the two answers from TI giving him "in a gesture of goodwill" free upgrades.
I put it up on my blog:

http://vegasresortfees.blogspot.com/