CAESARS PALACE
I booked a room at Caesars using one of the free monthly rooms coupons
they send you in Caesars Quarterly magazine. I didn't realize it was
only good for three nights and put in dates for four nights. All
nights came back as free and I printed out a confirmation that stated
check in was November 27 and check out as Dec 1 with a total of $0.00.
A couple of days after checking out of the room I noticed that my
reward credit balance had gone down by $114.45 -- I called Caesars to
find out why $114.45 in reward credits had been removed from my
account and was told that my offer was only for three nights, so they
charged me for the fourth night and automatically took it out of my
RCs. I protested and even faxed over my confirmation showing all
nights to be free, but they still haven't replaced my RCs.
Nobody called me ahead of time to tell me there was a problem. Nobody
said a word to me when I checked in. They just took the money out of
my comps. I suppose if I didn't have the RCs in my account they
probably would've charged my credit card. I wish they had as I'm sure
I would have more recourse with the credit card company than with
thieves like HET.
PALAZZO/VENETIAN
On November 19 we checked into Palazzo (quick, unplanned trip to pick
up materials for our business). I booked an offer of $100 free play
and $50 dining credit. We got the room and I went down to the casino.
I haven't given them much play, but wanted to get the remainder of
points needed to keep gold status for the next year and wanted to get
my offers going again.
As I went to put my slot card in the machine I noticed the display
showed "slot not rating" in looking around I noticed that ALL the
machines said that. I found a slot floor person and asked what was
going on. He told me that they were upgrading the system and it would
not be back up until 9pm, but he assured me that if I played with my
card the play would be recorded. He even went and checked with someone
else and came back to tell me he had verified that the play would
record. Trusting what he said, I played. (This situation of the system
being down had just happened to me a week before at Excalibur and the
points immediately registered when the system came back up, so I had
no reason not to believe otherwise.)
Apparently, with the system being down even the TITO function of the
machines wasn't working. When you hit cash out the machine would
display "please wait" and then finally it would say "call attendant,
handpay required" and the music would start playing as if you'd hit a
jackpot. You would think a slot attendant would just come over and pay
you, but NO, the slot attendant would only write you a ticket for the
amount and you had to then take it all the way over to the cashier to
get your money! That really screwed up my play. If I hit anything
decent I normally cash out and put in another bill. I hit two low
kicker quads for $500 each and didn't cash out because I didn't want
to go through that hassle. Of course, I then played it all back. I
ended up losing $1,500 for about 5-1/2 hours of play (half dollar
single line TDB and quarter triple play/five play TDB).
I played until 10pm. The system was supposed to come back up at 9pm.
It didn't, so I was not able to get my free play. The next morning at
8am I went to Club Grazie to get the free play put on my card. I was
told the system didn't come back up until 1am! They also told me they
didn't know how to get in the computer system after the upgrade! So,
she took my info and said they'll note my account and honor my free
play on my next trip. Of course, since they couldn't access the system
they couldn't look up anything about my play from the previous night.
However, when I stuck my card in a machine on this morning the points
still registered the same amount of points I had prior to starting my
play.
When we got home, I checked online and my play had not registered. I
spent an hour on the phone (on hold, mostly) speaking with a Club
Grazie Supervisor. After going back and forth and back and forth she
finally was able to tell me how many points I had for the year, but
couldn't break anything down. The number she gave me was the same
amount of points I had prior to playing. She said she would call me in
a few days (when she comes back on duty) and give me an update.
A couple days ago, the Club Grazie supervisor called me all excited
telling me that they'd finally figured out how much they were going to
credit me for my play. She went on to say they had given me 1,300
points -- that's the equivalent of $3,250 coin in! I know I had to
play at least $15,000 coin in. She also said there's nothing they can
do about the loss showing up on my win/loss statement. Marketing will
also not get the information regarding my play for that day, so I
guess I might as well have just walked in the door and handed them
$1,500 since I got nothing for it.
I don't even know if I have any recourse or where I should go from
here with this situation.
