I returned from a three night stay at the Las Vegas Hilton this
morning, where I received nothing even remotely close to the 1
reward dollar for approximately every $125 coin-in. Instead of
about .8% cash or comps, my play registered about .16% on A/A
machines, .31% on the one slot machine I played, and .06% (!) on the
multi-line Jacks or Better.
When I pointed out this, to say the least, dramatic discrepancy
to the supervisor at the promotions booth, I got my first taste ever
of slot club gobbledygook. A half-hour of it. Among other things,
she told me that locals receive different rates than visitors. Which
seemed a strange thing to say as the Hilton has several stacks of
these letters promoting the new cash back/comp rate at the check-in
counter where, you know, visitors go when they arrive. I don't mean
to say anything bad about the woman herself. I couldn't have been
confused by a nicer person.
It certainly confused my host, Isela, when I showed her one of
the session sheets the Player's Club supervisor printed for me. When
we did the math according to the .8% percentage implied by the
letter, it showed I should have earned about 250 reward dollars
instead of the 32 actually credited. If that's approximately .8%,
then the Las Vegas Hilton uses a definition of approximately alien
to most English speakers. Isela told me she would talk to the slot
director and call me at home when she got a clear answer.
To make things worse, with the elimination of C4 status, I
couldn't get free casual dining. Though, I imagine as a goodwill
gesture, Isela did have the Hilton pick up some of the food charged
to the room.
I explained to Isela that I have visited the Hilton several
times recently (six trips since December), that I understood casino
hotels are businesses, not charities, but that the combination of a
reduced comp status and the shenanigans with the new cash/comp
system have made me seriously reconsider coming back.
I don't like the idea of shopping around for a new Las Vegas
base. Several of the Hilton's employees recognize me and will go out
of their way just to say hello. I also appreciate talking shop with
some of the regular video poker players there. However, if the above
represents the new status quo, I have little choice but to move on.
Whatever Isela tells me when she calls, I think the Hilton owes
me about 200 reward dollars. I worked in a supermarket for over 10
years. If a store accidentally put a sign next to a display of, for
argument's sake, tuna fish advertising 40 cents a can, and it's
actually 99 cents, the store will honor the price on the sign, admit
a mistake, then take the sign down. So likewise the Hilton should at
least honor the .8% or so cash/comp rate they advertise, admit a
mistake, then remove the letters from the check-in counter.
If I don't like what I hear when Isela calls me, then I'll
write Rudy Prieto to tell him (or more likely one of his underlings)
exactly why the Hilton has lost me as a customer.
Should anyone have any better ideas on how I should handle
this, please feel free to suggest them.
David F.