vpFREE2 Forums

Resorts F's Me..Always a Lesson To Be Learned...Long Post

#1

I posted this on acvpp but have pasted it on VPFree because I felt that this wasn't unique to Atl. City

I had phoned my host( Terry Boerner), at Resorts and left a voice mail
requesting a Rendezvous Tower Suite for Fri. and Sat. At Resorts if you want a
weekend suite it has to be done through a host.
She answered the next day and told me "that everything is set".
I drove to AC ( 3 hrs.) checked in only to discover upon entering the room that
I had been assigned a regular room instead of a suite. I went back to check in
and the receptionist told me that this was the room that had been assigned to
me. When I explained my phone conversation with Ms. Boerner, she phoned her and
told me to meet her across the hall in the VIP check in room. Ms. Boerner
apologized for the mistake, and told me that she didn't realize that I had
requested a suite. I explained to her that I absolutely did and in fact would
not have driven to AC if there wasn't one available. For one night at Resorts I
don't care ,but for a two night stay I preferred the suite, which by the way I
have stayed in several times albeit on weekdays.
The host admitted that it was her mistake said that it wasn't a problem and
the receptionist at VIP ( Nicole) said that she had now assigned me to a suite!
Great ! Well up the elevator again,only to find that once again this was a
regular room that had been updated( LED TV, New Mattress ). I was fuming. I
went back to VIP tossed my key cards onto the desk and said to Nicole: " What is
this a joke!? This is a room not the one bedroom suite. Nicole replied " Sir
this is what we call a suite on the weekend." On the weekend! So it's a room
during the week but magically becomes a suite on the weekend ! I told her this
was unacceptable and stormed out. After calming myself down, I phoned my host
who told me that Nicole was right ! This was a suite! I asked her if she
thought that I was stupid and please don't try to pull one over on me ! The
host also said that Nicole had told her that I had thrown the keys at her! I
told her that this was a lie ! I was fit to be tied. Basically the host said
that there was nothing more that she could do ! I told her thanks for nothing
after I had driven three hours!
Bottom line:
1. Resorts will not see me again.
2. I will try and find the names and contact addresses/e mails for the general
manager and supervisor of hosts at Resorts and will write to them.
3. I did stay two nights at the Hilton.
4. I collected my free slot play at Resorts on Fri. and Sat. played it through
and left with the profit on it . I also did the same at Borgata and ate there
starting to use up my comp account because as has been posted they are cutting
back on their already tight comps.
5. Had the host at least acknowledged that this was in fact nothing more than an
updated room and please accept a complimentary dinner or something to that
affect I might not have left.

Even after a decade of playing VP there are always the reminders that one can
never trust any casino or its personnel. Members of this board know how
skeptical I've always been of hosts . Needless to say this more than reinforces
it.

Larry F.

#2

I personally think you over reacted from the beginning. They evidently don't think highly enough of you to give you the suite you asked for, so you must not be big enough for them to worry about. The letters you write will, I have no doubt, fall on very deaf ears.

Bob

···

To: vpFREE@yahoogroups.com
From: lfcmja@verizon.net
Date: Sun, 21 Feb 2010 20:35:31 +0000
Subject: [vpFREE] Resorts F's Me..Always a Lesson To Be Learned...Long Post

I posted this on acvpp but have pasted it on VPFree because I felt that this wasn't unique to Atl. City

I had phoned my host( Terry Boerner), at Resorts and left a voice mail
requesting a Rendezvous Tower Suite for Fri. and Sat. At Resorts if you want a
weekend suite it has to be done through a host.
She answered the next day and told me "that everything is set".
I drove to AC ( 3 hrs.) checked in only to discover upon entering the room that
I had been assigned a regular room instead of a suite. I went back to check in
and the receptionist told me that this was the room that had been assigned to
me. When I explained my phone conversation with Ms. Boerner, she phoned her and
told me to meet her across the hall in the VIP check in room. Ms. Boerner
apologized for the mistake, and told me that she didn't realize that I had
requested a suite. I explained to her that I absolutely did and in fact would
not have driven to AC if there wasn't one available. For one night at Resorts I
don't care ,but for a two night stay I preferred the suite, which by the way I
have stayed in several times albeit on weekdays.
The host admitted that it was her mistake said that it wasn't a problem and
the receptionist at VIP ( Nicole) said that she had now assigned me to a suite!
Great ! Well up the elevator again,only to find that once again this was a
regular room that had been updated( LED TV, New Mattress ). I was fuming. I
went back to VIP tossed my key cards onto the desk and said to Nicole: " What is
this a joke!? This is a room not the one bedroom suite. Nicole replied " Sir
this is what we call a suite on the weekend." On the weekend! So it's a room
during the week but magically becomes a suite on the weekend ! I told her this
was unacceptable and stormed out. After calming myself down, I phoned my host
who told me that Nicole was right ! This was a suite! I asked her if she
thought that I was stupid and please don't try to pull one over on me ! The
host also said that Nicole had told her that I had thrown the keys at her! I
told her that this was a lie ! I was fit to be tied. Basically the host said
that there was nothing more that she could do ! I told her thanks for nothing
after I had driven three hours!
Bottom line:
1. Resorts will not see me again.
2. I will try and find the names and contact addresses/e mails for the general
manager and supervisor of hosts at Resorts and will write to them.
3. I did stay two nights at the Hilton.
4. I collected my free slot play at Resorts on Fri. and Sat. played it through
and left with the profit on it . I also did the same at Borgata and ate there
starting to use up my comp account because as has been posted they are cutting
back on their already tight comps.
5. Had the host at least acknowledged that this was in fact nothing more than an
updated room and please accept a complimentary dinner or something to that
affect I might not have left.

Even after a decade of playing VP there are always the reminders that one can
never trust any casino or its personnel. Members of this board know how
skeptical I've always been of hosts . Needless to say this more than reinforces
it.

Larry F.

[Non-text portions of this message have been removed]

#3

I disagree with your writing that I over reacted. The point was if I didn't deserve a suite..fine, but I was told that I was getting one and that is why I drove the three hrs.

  Larry F.

···

--- In vpFREE@yahoogroups.com, Robert Sommer <nl7ht@...> wrote:

I personally think you over reacted from the beginning. They evidently don't think highly enough of you to give you the suite you asked for, so you must not be big enough for them to worry about. The letters you write will, I have no doubt, fall on very deaf ears.

#4

Bob wrote,
"I personally think you over reacted from the beginning"

I thought the same thing, reading your post. No one reacts well to being treated rudely - throwing the keys on the counter; asking if they think you are stupid; what the heck? Even if you were the biggest whale of all that behavior is just wrong - though most likely it wouldn't have been necessary either.

Valerie

__________ Information from ESET NOD32 Antivirus, version of virus signature database 4885 (20100221) __________

The message was checked by ESET NOD32 Antivirus.

http://www.eset.com

#5

Many high end gambling resorts do this. Ive worked for MGM and my significant other still does. They push people out of rooms and downgrade them as more people register. Ive seen a guest with a 250k marker get put in a standard room on a busy weekend because someone big made a last minute decision to play in Vegas that weekend. It happens all the way from the top all the way to the bottom. They probably made it appear as though you made the mistake in the reservation just cover their asses and make the room changes. We did this all the time at MGM and they still do it. Casino marketing and hosts have been taught the fine art of lying and manipulating guests. If you people think otherwise, go get a job at a casino in one of those departments and tell me otherwise.

···

--- In vpFREE@yahoogroups.com, "lfcmja@..." <lfcmja@...> wrote:

--- In vpFREE@yahoogroups.com, Robert Sommer <nl7ht@> wrote:
>
>
> I personally think you over reacted from the beginning. They evidently don't think highly enough of you to give you the suite you asked for, so you must not be big enough for them to worry about. The letters you write will, I have no doubt, fall on very deaf ears.

I disagree with your writing that I over reacted. The point was if I didn't deserve a suite..fine, but I was told that I was getting one and that is why I drove the three hrs.

  Larry F.

#6

I disagree. Sometimes rude behavior is the only option. I always try to be nice and polite with front desks, servers, hosts, etc but sometimes that just doesn't get through their thick, lazy, ignorant skulls and you need to let them know youre pissed. In my line of work I have been yelled at plenty of times because one of my guys screwed up. Some of those times I just sucked it up because I know they were right and we made a mistake. I try to give perfect service and I expect it in return. Too many half ass workers out there getting by when there are plenty of better people out there looking for a job.

···

--- In vpFREE@yahoogroups.com, "Valerie Pollard" <vpollard@...> wrote:

Bob wrote,
"I personally think you over reacted from the beginning"

I thought the same thing, reading your post. No one reacts well to being
treated rudely - throwing the keys on the counter; asking if they think you
are stupid; what the heck? Even if you were the biggest whale of all that
behavior is just wrong - though most likely it wouldn't have been necessary
either.

Valerie

__________ Information from ESET NOD32 Antivirus, version of virus signature database 4885 (20100221) __________

The message was checked by ESET NOD32 Antivirus.

http://www.eset.com

#7

Speaking about getting a suite:
Has anyone tried the "$20 upgrade" bribe at check-in and been denied? What happened to the $20?
I am thinking of trying it this wknd in AC.

···

-----Original Message-----
From: Sai <gofaster87@yahoo.com>
To: vpFREE@yahoogroups.com
Sent: Sun, Feb 21, 2010 5:00 pm
Subject: [vpFREE] Re: Resorts F's Me..Always a Lesson To Be Learned...Long Post

I disagree. Sometimes rude behavior is the only option. I always try to be nice and polite with front desks, servers, hosts, etc but sometimes that just doesn't get through their thick, lazy, ignorant skulls and you need to let them know youre pissed. In my line of work I have been yelled at plenty of times because one of my guys screwed up. Some of those times I just sucked it up because I know they were right and we made a mistake. I try to give perfect service and I expect it in return. Too many half ass workers out there getting by when there are plenty of better people out there looking for a job.

--- In vpFREE@yahoogroups.com, "Valerie Pollard" <vpollard@...> wrote:

Bob wrote,
"I personally think you over reacted from the beginning"

I thought the same thing, reading your post. No one reacts well to being
treated rudely - throwing the keys on the counter; asking if they think you
are stupid; what the heck? Even if you were the biggest whale of all that
behavior is just wrong - though most likely it wouldn't have been necessary
either.

Valerie

__________ Information from ESET NOD32 Antivirus, version of virus signature database 4885 (20100221) __________

The message was checked by ESET NOD32 Antivirus.

http://www.eset.com

[Non-text portions of this message have been removed]

#8

Bob and Valerie,
  You're entitled to your opinion but I think that you're both missing the obvious:

They lied to me.
Twice they told me that a room was a suite.
Twice I hauled my luggage into the elevator.
They lied to me.

Larry F.

BTW after the first "room showing" I was as nice as could be.

···

--- In vpFREE@yahoogroups.com, "Valerie Pollard" <vpollard@...> wrote:

Bob wrote,
"I personally think you over reacted from the beginning"

I thought the same thing, reading your post.

#9

I get it, Larry, and I don't think you should have to defend yourself on the matter. You reported your experience and I thank you for that.

···

--- In vpFREE@yahoogroups.com, "lfcmja@..." <lfcmja@...> wrote:

--- In vpFREE@yahoogroups.com, "Valerie Pollard" <vpollard@> wrote:
>
> Bob wrote,
> "I personally think you over reacted from the beginning"
>
> I thought the same thing, reading your post.

Bob and Valerie,
  You're entitled to your opinion but I think that you're both missing the obvious:

They lied to me.
Twice they told me that a room was a suite.
Twice I hauled my luggage into the elevator.
They lied to me.

Larry F.

BTW after the first "room showing" I was as nice as could be.

#10

Larry- If writing the letters helps you to feel better than go ahead. But if you think it will do any good, don't waste your time. Some clerk in the mail room gets to shred all of the letters just like yours.... they never make it to a Pres or VP or Host ......
They know stuff like that goes on every day at every club
It truly is part of the business

Wouldn't it have been more prudent to hold onto the resorts "suite" until you had another reservation confirmed?

···

--- In vpFREE@yahoogroups.com, "lfcmja@..." <lfcmja@...> wrote:

I posted this on acvpp but have pasted it on VPFree because I felt that this wasn't unique to Atl. City

I had phoned my host( Terry Boerner), at Resorts and left a voice mail
requesting a Rendezvous Tower Suite for Fri. and Sat. At Resorts if you want a
weekend suite it has to be done through a host.
She answered the next day and told me "that everything is set".
I drove to AC ( 3 hrs.) checked in only to discover upon entering the room that
I had been assigned a regular room instead of a suite. I went back to check in
and the receptionist told me that this was the room that had been assigned to
me. When I explained my phone conversation with Ms. Boerner, she phoned her and
told me to meet her across the hall in the VIP check in room. Ms. Boerner
apologized for the mistake, and told me that she didn't realize that I had
requested a suite. I explained to her that I absolutely did and in fact would
not have driven to AC if there wasn't one available. For one night at Resorts I
don't care ,but for a two night stay I preferred the suite, which by the way I
have stayed in several times albeit on weekdays.
The host admitted that it was her mistake said that it wasn't a problem and
the receptionist at VIP ( Nicole) said that she had now assigned me to a suite!
Great ! Well up the elevator again,only to find that once again this was a
regular room that had been updated( LED TV, New Mattress ). I was fuming. I
went back to VIP tossed my key cards onto the desk and said to Nicole: " What is
this a joke!? This is a room not the one bedroom suite. Nicole replied " Sir
this is what we call a suite on the weekend." On the weekend! So it's a room
during the week but magically becomes a suite on the weekend ! I told her this
was unacceptable and stormed out. After calming myself down, I phoned my host
who told me that Nicole was right ! This was a suite! I asked her if she
thought that I was stupid and please don't try to pull one over on me ! The
host also said that Nicole had told her that I had thrown the keys at her! I
told her that this was a lie ! I was fit to be tied. Basically the host said
that there was nothing more that she could do ! I told her thanks for nothing
after I had driven three hours!
Bottom line:
1. Resorts will not see me again.
2. I will try and find the names and contact addresses/e mails for the general
manager and supervisor of hosts at Resorts and will write to them.
3. I did stay two nights at the Hilton.
4. I collected my free slot play at Resorts on Fri. and Sat. played it through
and left with the profit on it . I also did the same at Borgata and ate there
starting to use up my comp account because as has been posted they are cutting
back on their already tight comps.
5. Had the host at least acknowledged that this was in fact nothing more than an
updated room and please accept a complimentary dinner or something to that
affect I might not have left.

Even after a decade of playing VP there are always the reminders that one can
never trust any casino or its personnel. Members of this board know how
skeptical I've always been of hosts . Needless to say this more than reinforces
it.

Larry F.

#11

Nonsense.

···

--- In vpFREE@yahoogroups.com, "maclarenv12" <ahduff@...> wrote:

Some clerk in the mail room gets to shred all of the letters just like yours.... they never make it to a Pres or VP or Host ......"

#12

Larry- If writing the letters helps you to feel better than go ahead. But if you think it will do any good, don't waste your time. Some clerk in the mail room gets to shred all of the letters just like yours.... they never make it to a Pres or VP or Host ......

Mac,
  You might be right but it's worth a try.

Wouldn't it have been more prudent to hold onto the resorts "suite" until you had another reservation confirmed?

After the incident I was just going to have dinner and then drive home, but my lovely gf Mary convinced me through several phone calls to at least stay the night in AC. I am still 7 stars for a few months so I felt I could always get a room at an HET casino. I chose the Hilton because I had recently started to play there because of their recent addition of many playable games, and because I knew that they are hurting for players.
  In retrospect perhaps I should have taken the Resorts room and then should have stiffed them for at least some peace of mind. I did take out a marker through them and took the money to play at the Hilton.
  BTW both casinos are no longer owned by the same people.

  Larry F.

···

--- In vpFREE@yahoogroups.com, "maclarenv12" <ahduff@...> wrote:

#13

Hmmm...watch your back. It sounds like she may have had plans of her own that night.

···

--- In vpFREE@yahoogroups.com, "lfcmja@..." <lfcmja@...> wrote:

but my lovely gf Mary convinced me through several phone calls to at least stay the night in AC.

#14

Larry,

     I'm a Harrah's Seven Stars member and I've received poor service at times and I understand your frustration. I know all of this is second guessing and hindsight; however, why would you drag your luggage back down to the front desk instead of just calling check-in or your host? They can reflash the room key cards at the desk and re-assign another room over the phone. Also, if when you got to the second room and were dissatisfied, why again would you drag your luggage down there and not call asking for a hotel manager or host supervisor?
     When I've received poor service or the run-around (or as you put it, lied to), I simply make a mental note of it if I don't get immediate satisfaction and email the VP of Marketing or someone else with an important title. I've gotten plenty of awesome freebies just by graciously bringing concerns to upper management's attention and I've been thanked with thousands of dollars worth of free play, incredible meals, spas and gifts.
     I've been in the customer service industry basically my whole career, and you as a guest or a customer will definitely get shut out and get the cold shoulder by the way you acted. Even if you did just "toss" the key cards on the counter don't you think the receptionist is going to tell the host that you "threw" them at her. I'm sure she's over-exaggerating, but it takes two. To sum up and put in bluntly: you over-reacted and got shut down because of your pompous behavior.

···

--- In vpFREE@yahoogroups.com, "lfcmja@..." <lfcmja@...> wrote:

I posted this on acvpp but have pasted it on VPFree because I felt that this wasn't unique to Atl. City

I had phoned my host( Terry Boerner), at Resorts and left a voice mail
requesting a Rendezvous Tower Suite for Fri. and Sat. At Resorts if you want a
weekend suite it has to be done through a host.
She answered the next day and told me "that everything is set".
I drove to AC ( 3 hrs.) checked in only to discover upon entering the room that
I had been assigned a regular room instead of a suite. I went back to check in
and the receptionist told me that this was the room that had been assigned to
me. When I explained my phone conversation with Ms. Boerner, she phoned her and
told me to meet her across the hall in the VIP check in room. Ms. Boerner
apologized for the mistake, and told me that she didn't realize that I had
requested a suite. I explained to her that I absolutely did and in fact would
not have driven to AC if there wasn't one available. For one night at Resorts I
don't care ,but for a two night stay I preferred the suite, which by the way I
have stayed in several times albeit on weekdays.
The host admitted that it was her mistake said that it wasn't a problem and
the receptionist at VIP ( Nicole) said that she had now assigned me to a suite!
Great ! Well up the elevator again,only to find that once again this was a
regular room that had been updated( LED TV, New Mattress ). I was fuming. I
went back to VIP tossed my key cards onto the desk and said to Nicole: " What is
this a joke!? This is a room not the one bedroom suite. Nicole replied " Sir
this is what we call a suite on the weekend." On the weekend! So it's a room
during the week but magically becomes a suite on the weekend ! I told her this
was unacceptable and stormed out. After calming myself down, I phoned my host
who told me that Nicole was right ! This was a suite! I asked her if she
thought that I was stupid and please don't try to pull one over on me ! The
host also said that Nicole had told her that I had thrown the keys at her! I
told her that this was a lie ! I was fit to be tied. Basically the host said
that there was nothing more that she could do ! I told her thanks for nothing
after I had driven three hours!
Bottom line:
1. Resorts will not see me again.
2. I will try and find the names and contact addresses/e mails for the general
manager and supervisor of hosts at Resorts and will write to them.
3. I did stay two nights at the Hilton.
4. I collected my free slot play at Resorts on Fri. and Sat. played it through
and left with the profit on it . I also did the same at Borgata and ate there
starting to use up my comp account because as has been posted they are cutting
back on their already tight comps.
5. Had the host at least acknowledged that this was in fact nothing more than an
updated room and please accept a complimentary dinner or something to that
affect I might not have left.

Even after a decade of playing VP there are always the reminders that one can
never trust any casino or its personnel. Members of this board know how
skeptical I've always been of hosts . Needless to say this more than reinforces
it.

Larry F.