I have to say -- for as vocal a Harrah's hater as I've been, I've been going back there lately. Their 3X cashback and bonus point days were just too good to pass up, and my play was sending me home with $900 to $1200 in cashback every single day trip.
So I can give you some updated feedback.
> Do they treat their customers indifferently? Is the staff rude? What
> do you think are the reasons?
Far from it -- I would say that, at least in AC, the staff is about the friendliest and most courteous I've encountered in AC.
They were always friendly, and most Harrah's AC people are long-timers who got to know good customers. Harrah's used to have a "homey" feel to it.
But they have a new customer service push in place. They make a point of learning your name -- from the Valet, to the front desk, to the slot attendants, to the cashier cage staff, and the restaurant staff -- and they use it. Waiters and cocktail staff remember what I like to drink. Slot attendants are fast, and faster still for Diamond. If you're Diamond or above, any person on the property will usually drop whatever they're doing to assist you, or call over the people that can help you. During busy times, they have people who enforce the Diamond lines -- which is a HUGE plus, no more pushing the nickel-playing proletariat out of the way to get to the "premium" facilities. There's been a *big* change in Harrah's AC player treatment in that regard.
I also will say that Harrah's AC has a very good steakhouse, and used to have the best Italian restaurant in AC with Florentino's. Unfortunately, they killed the Italian place -- it's been "downmarketed" since they put in the awful 'Cesca's (which I won't bother visiting again, they have stupidly overpriced pizza and paninis, set to thumping techno music. )-- and they now have competing Italian places with no Asian eatery. Not good planning there.
Harrah's has also renovated the front of the casino floor -- they now look REMARKABLY like the Borgata. They put in a youth-themed bar (eXcitement -- replete with silhouetted go-go girls on the monitors) that's surrounded by table games, just like the B-Bar in the Borg.
The rooms are nice, and the room offers are generous. The Bayview Tower rooms are about the nicest in AC--in many respects I think they're nicer than the Borgata rooms. Room service at Harrah's is also quite good.
So, as far as the property goes, it's really nice.
I can tell you that I, and others, object to the limited/no player
regard relative to other properties. Mind you, my experience reflects
the AC casinos.
This was a HUGE problem at Harrah's. I had a long chat with my host about it. Just as the Borg opened, Harrah's did a belt-tightening, and moved over to the TR2 system. The goal was to have a uniform player weighting -- so that a Tunica player could go to Vegas or AC or NO, say, and know exactly what their play and comps were worth. Unfortunately, Harrah's made it to the lowest common denominator -- and effectively devalued the mid-level player.
The high rollers, the $100K+/yr expected loss (loss, not play) people, were still mostly treated like kings. The low rollers, which at Harrah's AC has always been the senior citizen bus crowd, where they get a $20 bus ticket and were handed a buffet coupon and $10 in coin when they got off the bus, was still treated the same -- in fact, they got a little MORE under TR2, because they could accumulate their points and save up for a gourmet meal now and again if they wanted to.
But the mid-level player, especially one who was local, and would trip more than once per month, got seriously hosed.
Before TR2, hosts used to take care of this -- if you had a relationship with a host, you would get discretionary comps -- gourmet meals, RFB, etc. because the host knew you'd be back in a week and that every once in a while it was nice to flip you something to say thanks.
However, all of that went bye-bye with TR2, and the comp rate went WAY down. So, a whole legion of players, including a lot of locals who were used to getting good treatment at Harrah's by coming often and playing lots -- maybe in the $10-20K daily coin range -- were
suddenly being told by their hosts that they couldn't have a bottle of wine with dinner, or that they couldn't get room service, and that there was no longer any such thing as RFB.
Naturally, a lot of these players got really chafed. Combine that with a systematic elimination of good VP from the inventory (for example, the DDB is all 6/5, and there's not a double-down machine on the property.... the wildly popular double joker machines went from a 10K RF to an 8K RF....) and, well, you have a lot of angry VP players.
I can report that SOME, not all, of that has changed. They now have some better VP -- 9/6 jacks in most denoms from $0.25 up is about the best game, although there's no decent multi-line poker there at all. However, the "bonus point" rate on those machines is non-existent.
Hosts now have some -- SOME-- discretion. There is now a sort of RFB and LFB -- what happens is that the host will "advance" you points, and you can make them up at some future point. The mechanics are unclear, but now you can get a bottle of wine with dinner again, even if you only have $50 in your comp account, because the host knows you're going to come back and you have a play history.
When they run promos like 3X cash back and double point days, you can do pretty well at Harrah's. Note that Harrah's still gives you CASH back -- none of this "slot dollar" stuff, it's cash in hand. But ironically, you'll not do very well playing on the high-pay machines. If you play 9/6 at the $2 level, you'll get squat for cashback and comps... but if you play AC Joker at the $1 level or such, you'll get lots of comps and cashback to make up the difference.
Since the 3X Cashback has ended (July 4) I haven't played much there, and I have to say I got hosed on my last outing there on a comp issue, which has made me not want to rush back.
But at least there's some positive movement. It's not as bad as it used to be -- but it's still pretty bad in a lot of respects.
Sorry for the long post, but it's a sore subject for me.