I am paraphrasing this a bit from a letter I wrote to the host
supervisor as if I were addressing this group:
My wife and I would celebrated our Seven Stars birthday dinner at the
Eiffel Tower restaurant at Paris last week. We were expecting that
the meal would be comped but we were told there was a problem when
the meal was over and we needed to talk to a host that was on the
phone from Caesar's Las Vegas.
The host was Michelle McIlvaine. When I picked up the phone she
immediately and rudely stated that she wanted to talk to my wife. I
said I was her husband and that she could talk to me. She insisted
to talk to my wife and would not let me get a word in. After she
refused to talk to me, I had to run to the other side of the
restaurant and bring my wife to the phone. My wife asked who she was
and she stated that she was a Caesar's host and she had been there
for 3 years. Well, we have been Harrah's customers for over 10
years, so I don't understand what she was getting at there. Michelle
then proceeded to tell her that we could not do our birthday dinner
at this restaurant and that we would have to pay for it. My wife
tried to explain to her that our Caesar's host had arranged
everything, but Michelle would not hear any of that and refused her
request to be connected to our host's mobile phone as has been done
in the past. My wife got very upset when Michelle insisted that we
pay and handed the phone over to me. For someone in the customer
service business Michelle was certainly not very cordial and
accommodating. It was apparently too late to try to use what points
we had to cover part of the meal and we could not charge it to our
room, because we checked out early. I wanted to speak with our host,
but he was not available and Michelle again insisted that we pay for
our free Seven Stars birthday dinner. She then wanted to speak with
Jen, the hostess at the Eiffel Tower restaurant. Jen was in a
different office and someone patched her through while I was still on
the line. Michelle was not aware that I was listening in when she
gave Jen an earful about us. Michelle told Jen to not let us leave
the premises without paying, as if we were common criminals. She
said I "claimed" to be a Sevens Stars member and that I only had
$20.00 in comps and in her words my being Seven Stars
was "bullshit". I believe that was uncalled for. In 2004 our tier
score was a bit over 100,000 reward credits and in 2005 our tier
score was over 150,000. We have spent thousands of comp dollars in
the past and only have a little left. I don't understand what having
only $20.00 in comps remaining has anything to do with my Seven Stars
status. The fact is that we are still Seven Stars and should be
treated as such! My wife had more than $200.00 in her account at
that time.
After Michelle hung up with Jen, I called Jen back and told her I
heard that conversation and Jen apologized profusely. I have
absolutely no problem with the staff at Paris. The meal was great.
The service was great and they were all very polite.
After talking to our Caesar's host the next day, he found out that
the host at Paris he had contacted to take the comp up to the
restaurant apparently never did that. He has apologized for their
mistake and everything has been settled concerning our restaurant
bill.
My wife and I believe that it is very unfortunate that Caesar's has
someone unprofessional like Michelle working there and hope they will
do something about that situation. We have really enjoyed our visits
to Caesar's and would like to continue doing so.
and the casino must look to hosts to exercise