How to fix a comp problem (if possible)

I just finished a 4 day stay at the GN. They seem to like me because they give me a limo, a junior suite in the Rush tower, and this time around a suite during Super Bowl weekend.

Up until now everything has always been comped. I know that you need to get this done before check-out but I wasn't able to do this on the last trip. My host was gone for the rest of the weekend and the person on duty wouldn't/din't want to get involved with another host's player so I payed when I checked out.

Who thinks that I'll be able to get comped after the fact? I've had trouble getting in touch with my host since. She said that she'd put things into the system but nothing has happened yet and it's been a week. I called earlier today and the fellow on duty said that she won't be in until Monday.

What are everyone's recommendation for how to proceed next. I called earlier today and talked to another host since mine wasn't in (again) and the guy looked me up and said that his data had me in line for the usual 100% comp.

I know that this hassle wouldn't be here if I had been abler to settle up before check-out but they guy wouldbn't do it. How patient does everyone think I should be?

FYI, I stick with BJ ($100/hand) and craps (100 on the line with full odds, place the 6 and 8). I don't know if I'm considered a high roller there or not, but they seem to value me.

With the way your host has taken care of you in the past she didnt give you a personal # or email?

I have both. She responded to my only text back on Wednesday, when she said that she'd try to get things fixed, and this is the first time I've tried to contact her(voicemail) since then.

Quote: Lucca3927

I have both. She responded to my only text back on Wednesday, when she said that she'd try to get things fixed, and this is the first time I've tried to contact her(voicemail) since then.

My personal opinion is that you should remain polite but continue to persist. It's easier for her to blow you off than get the charges reversed at this point.

I think you're getting / got a bit of a runaround from the host on duty at checkout. Could be a number of reasons for that, but if a not-your host could look at your account and see that their comp policy would have covered you, you have a legitimate complaint with him. Hosts should be able to take a day off and have their in-house clients properly served by the host on duty. What goes around comes around, right?

But it's also touchy, because it's subjective and understood, not guaranteed, so tread lightly.

I had a bad experience staying with GN back in 2014, including getting little help from the VIP office there, so I'm hoping you come out better, but they lost my business over that bad stay. Let us know if you get it resolved, please.

As I understand your situation your host "went awol on you". Sure they are entitled to days off, vacations, etc. but its like leaving a pot on the stove. She knew you were on the property and probably knew when you would be checking out, she should have done whatever was necessary to smooth things out for you. An email to you, an email to Host-on Duty, an accounting entry in the computer, who knows but something.

I had a host at the Venetian who no matter what keys he banged and how hard he banged them couldn't get my room charges zeroed out. He excused himself and walked (and in the Venetian it was quite a walk) over to the hotel front desk and found out the reason and there was nothing he could do about it,. At least he made the effort.

Hosts have their own lives and they have other customers to meet and greet and get tickets for or something.

I do know that UNdoing an accounting entry takes time and probably someone else's okay. So I would not be holding my breath for this. I have every confidence in your getting a refund but I sure don't think it will happen soon.

Its similar to the time I had to check into a non-casino hotel and pay cash (lost credit card): they made me sign a separate statement that any refund would be coming from their corporate office in Atlanta and would take at least two months. Stupid system but that is how some hotels are set up.

There is typically a host on duty or backup host for the customer in the event that their host is off site and you don't have their personal contact info.

It appears that you may not have gained enough comp points to cover all the comps you are looking for. It would already be established in the system and the host on duty would be able to take care of it based upon your play. Apparently the host on duty did not want to overstep his or her boundaries and give you more comps than the system warrants. You should definitely talk to your host politely and see what they can do.

Is your host Winnie? Cathy? Julie?

That's really messed up on her part. You've earned your comps and it shouldn't be your problem that she happened to be off part of thr weekendwhen you visited that time.

It is like my coworker who had surgery PLANNED and SCHEDULED with her and her doctor. On the day of her PLANNED and SCHEDULED surgery he got an emergency call and flew to operate on the other patient and didn't even tell her, the unprofessional professional. She went in the surgery and she was already in the room getting her vitals checked and then the staff gave her the horrible "Emergency fly over to operate on another patient," news.

She was outraged to say the least. She eventually got the surgery but that still sucked majorly for her. That kind of seems like what happened to you. You have a right to those comps for working(Playing?) so hard for them. I would keep on pushing the comps issue and if she begins to ignore you/block you(I personally have had service people block me after being charged for services I didn't receive and reported the incident to the corporation), I would politely raise hell to the gambling corporation.

Quote: 7starinfo

Is your host Winnie? Cathy? Julie?

None of the above. Anca.

If it was supposed to be comped, why did you pay?

Maybe you should dispute the credit card charge.

Quote: DJTeddyBear

If it was supposed to be comped, why did you pay?

Maybe you should dispute the credit card charge.

I needed to be on a plane in a few hours. I got it fixed late last night.

Quote: Lucca3927

I needed to be on a plane in a few hours. I got it fixed late last night.

Excellent. Glad to hear she/they came through for you.