On a recent trip, I stayed at one of the major hotels in LV and had a great
time which included front-row seats for Gloria Estefan's concert. Everything
went well & we had only one dinner charge during a 3-day stay & decided to try a
restaurant in the hotel for lunch that we had never gone to before. Since we
were RFB & had only one other charge, I didn't think that there would be a
problem. When the bill came, I presented my guest slip so that we could charge it
to the room. The waiter apologized & said that he couldn't accept it because
they weren't part of the hotel. I paid the bill with the intention of taking
it over to casino services to have them take care of it. At casino services, I
find that their hands are tied due to some policy regarding comps in my
account, etc., etc. I didn't really listen to the reason. I just said that we have
had a great time & I didn't want the the mood to be changed by this incident.
However, I made a suggestion and asked that it be kicked upstairs. I
suggested printing on the guest card all the eateries that are included for whatever
status we're at.
This is especially important when you come in RFL (room, food - limited) vs
RFB (room, food, beverage covered at any hotel restaurant).
Not only would this help the guests who have played well enough to earn a
supposed privilege but it would also help casino staff who are often confused as
to what is included.
TO OUR MEMBERS IN THE MEDIA
Please make this simple suggestion to your casino contacts. The cost is
negligible in comparison to the embarassment saved on both sides.
In the meantime, remember to ask what's included even when you come in RFB. I
normally ask at check-in & write it down but I spaced out this time.
I avoided mentioning the hotel, because the purpose is to make RFL/RFB easier
to understand for the customer. Some of you may have guessed where this
happened & others just need to know so if you got this far the hotel was the las
vegas hilton & the restaurant was quark's bar. I must stress that, aside from
this one minor incident, the hilton did a great job on our behalf and the
problem that I'm pointing out is a problem common to every casino where I've
received RFL/RFB status.
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