Open Letter to CAESARS - Well, that was Disappointing

RUBEN SIGALA
Executive Vice President & Chief Marketing Officer

Dear Mr. Sigala:

Hello. Based on your title, I assume you have some responsibility for the TOTAL REWARDS program. If not, can you share this with the appropriate person ?

We just returned from a trip to Vegas and wanted to share some observations with you.

There were a couple of things that seemed very poorly managed and were frustrating to us as Total Rewards guests at the CET chain of properties. We are low level Diamond, so we don't expect or need to have the red carpet rolled out, but there were still some situations that did not meet even our modest expectations.

1) On a busy holiday week, why would a single hostess be assigned to the Caesars' Diamond Lounge ? The poor girl had to manage a long line of hot (yeah, July in Vegas, who would have figured on that ?) and tired guests and in a few cases some folks with an "entitlement attitude" (not us, see above !).

She did a great job considering all that. But it would have been nice for her to have a partner, at least for the hour or so when the lounge first opens.

Oh, here's a thought: You should go down and work that position alone next Friday or Saturday and see for yourself.

Also, why is the Caesars Diamond Lounge relatively so small for such a relatively large property ?

2) We enjoy selecting a show from the Diamond List when we visit. But it was very frustrating to be told that TENORS of ROCK was out of tickets for Diamond members, ESPECIALLY when it turns out that only 50-60% of tickets had been sold a few hours before show time. We saw that for ourselves when we attended the show. What's up with that ?

Have you seen the show yourself ? If you had, you would know that it is a show that really gets into gear and works best when there is a decent sized audience. And besides, if there are plenty of seats available, why would Diamond members be excluded for a moderately priced show ?

Now, on a positive note:

3) Our room was very nice. Next time I will know to bring my own Keurig coffee pods. If people are actually willing to pay $ 13 for a couple of cups of coffee, then I guess more power to you. I'll pass on that.

4) The Diamond check-in area was quick and efficient.

I hope you will consider the feedback above, and hopefully it will be used to make CET even better.

Sincerely,

JohnnyQ

It might be more effective to lead with the positive aspects, and I'd lose the part about him working the lounge himself. It says you think he has little to do and has time to do low level management work.

Quote: billryan

It might be more effective to lead with the positive aspects, and I'd lose the part about him working the lounge himself. It says you think he has little to do and has time to do low level management work.

Or he could have including a link to "Undercover Boss" and suggested he apply to be on the show.

On a more serious note he will get a generic reply from someone in customer service thanking him for his concerns and that will "be sure to pass them to the appropriate people". After a look at his level of play, spending, etc that will be the end of it. Caesars and most other casinos still think the majority of their customers are replaceable. Until the amount of complaints they get on any issue reaches a certain unknown percentage to us they don't care. Sad but true.

Quote: billryan

It might be more effective to lead with the positive aspects, and I'd lose the part about him working the lounge himself. It says you think he has little to do and has time to do low level management work.

I see your point.

However, I do think there is value in Senior Management getting out of the office and seeing how things are actually running, especially if it is a situation that leaves a negative impression with Diamond Level guests at their PREMIER property, AND when it is a situation that could be easily addressed. There is definitely a better way to try and convey that thought ! If I were in his shoes, I would want an understanding of WHY it was staffed that way.

Maybe someone was scheduled to help the hostess, and that person called off. But I think that is a long-shot.

Fwiw.

CET has a corporate policy that forces their in-line managers out of their offices and into their casinos nearly every day they are on property. (GM's, TGD's, gaming VP's, etc, not, say, CFO or Admin types). I have business cards from many of those types during floor-wandering sessions (though not from Caesars itself - I hate that property for a variety of reasons, so I don't go there - or I'd give you the contact info).

Anyway, I would expect a real response. If you don't get one, try again; chances are, you got the wrong guy in that case. Let us know what you hear back.

johnny,
how did you see the show if it was sold out for Diamonds?
you paid for tickets and saw it anyway?

While total rewards is a unified comp system, things like marketing/promotions and amenities/diamond lounges are handled by separate properties, and can vary wildly.

Quote: 100xOdds

johnny,
how did you see the show if it was sold out for Diamonds?
you paid for tickets and saw it anyway?

This happened to me for penn and teller. Said they were sold out at TR desk, and I went to half price kiosk and just bought them.

These things usually have to be in the NY Times in a full page ad. Nobody cares if you post about it here unless it gets viral.

CET puts a small number of tickets aside for comps. Just because they run out of comped tickets doesn't mean the show is sold out.
They recently added the Brooklyn Bowl to the list of shows Diamond members can request. It's my understanding that not is there a small number of tickets for each show, but there Is also a monthly quota. Once X amount of tickets for the month go out, no more are offered for Diamond members, but you can still buy them at the venue.

Quote: beachbumbabs

Fwiw.

CET has a corporate policy that forces their in-line managers out of their offices and into their casinos nearly every day they are on property. (GM's, TGD's, gaming VP's, etc, not, say, CFO or Admin types). I have business cards from many of those types during floor-wandering sessions (though not from Caesars itself - I hate that property for a variety of reasons, so I don't go there - or I'd give you the contact info).

Anyway, I would expect a real response. If you don't get one, try again; chances are, you got the wrong guy in that case. Let us know what you hear back.

Allow me to digress for a funny story.
My nieces now former husband studied hotel management and hospitality. Before he graduated he was accepted into a management training program for a company that ran some of the best hotels in North America. Part of the training was working at every single job in the place, from dishwasher to bus boy to security front desk, waiter, whatever you can imagine. Before he met my niece, he'd been engaged and it ended badly. So one day, in the course of his training, he is working valet and who pulls in but his former fiancés Mother and Father. The father is cold but the mother is down right nasty, saying stuff like I knew you'd end up parking cars for a living and stuff. He can't say anything. Four years later, he is in upper management when he sees an appointment for the mother and her youngest daughter to come in and discuss a bridal shower in one of the rooms. Although not his job, he arranges it so he gives them the tour, and has them escorted into his office. He said the look on her face when she came in and saw him sitting behind his desk was priceless.

Telling upper management that they should work a frontline job for a day, isn't the best idea. Even though, it really is a great idea. What would have worked better is just telling them to go down and observe for a short while.

And the show ticket issue is something else entirely. Think of it from their perspective. You bought tickets that might've gone unsold. Where is the downside for the casino?

Good attempt, but I fear your letter will end up in the circular file.

Quote: DJTeddyBear

Telling upper management that they should work a frontline job for a day, isn't the best idea. Even though, it really is a great idea. What would have worked better is just telling them to go down and observe for a short while.

I haven't officially sent it yet.

Quote: DJTeddyBear

And the show ticket issue is something else entirely. Think of it from their perspective. You bought tickets that might've gone unsold. Where is the downside for the casino?

I would suggest that the downside for the casino is that if they don't live up to their own marketing material on-line about Diamond benefits, patrons will eventually migrate to M-Life. IF they have a good show, people like me post positive reviews which should lead (theoretically) to more ticket sales.

Like this one:

https://wizardofvegas.com/forum/las-vegas-attractions/shows/28300-review-tenors-of-rock-at-harrahs/#post598951

Quote: DJTeddyBear

Good attempt, but I fear your letter will end up in the circular file.

Probably/possibly..... Caveat Emptor ?

Complaint letters have to have a purpose and a way for the person receiving the other end to respond appropriately with a course of action that is constructive in nature.

You always start off with the reason why you are a customer and the length of time and how you appreciate the business.

"I have been a diamond member at Caesars for 15 years.... I really enjoy the Caesars properties in Las Vegas because of x, y, and z. My stays have been great and I feel like I am cared for."

After the butter-up you make the turn?

However, I had a problem with my last visit to your property that I hope that you can respond to.

First, x (the Diamond Lounge staffing was low). I understand that weekends are very busy at Caesars hosted properly and was wondering why the staffing level could have been improved at the busiest times of days for your more important gamblers? The result of the one staff and many customers was ... long waits and frustration. I am hoping that on future visits (not just for me but for other elite members) that these areas are staffed better.

Secondly, y....

To rectify the wrongdoing that you have done through your nefarious neglect, I would like 1 zillion tier points and an upgrade to the penthouse suite on my next visit.

Thank you for your attention into this matter. I hope you can contact me with your response."

But seriously, customer service cannot respond to am empty request. You should always suggest a course of action and a reasonable way for customer service to solve your problem and resolved.

My biggest win for letters like this was Chrysler covering a head-gasket issue for my Neon that was out of warranty by a month. The cost of the repair was $1,600 and at that time it was a large financial hit (given that I had only paid 4k for the car).

Quote: boymimbo

Complaint letters have to have a purpose and a way for the person receiving the other end to respond appropriately with a course of action that is constructive in nature.

You always start off with the reason why you are a customer and the length of time and how you appreciate the business.

Good advice, thanks !

I don't want my WoV site name to be associated to my real name, so I don't think I will send the letter. I don't necessarily want anything from CET, except for them to stop "mis-treating" / "taking for granted" their Diamond Members.

I think it would be nice for them to "say what they do and do what they say" as far as Diamond perks are concerned. Arbitrarily limiting the # of show tickets for mid-level shows like of Tenors of Rock is not necessary, and only results in frustrated Diamond members.

I hope the negative aspects of my trip were the exception rather than the rule. I guess I'll find out on my next trip.

Just because a show is at Harrahs, don't assume that Harrahs controls the tickets.
In the past, a casino would book an act for a set time and pay the performers a set amount per week. No longer.
Many acts now are independent contractors whose management company pays the casino a fee for use of the space and marketing.

There's a brand new book out called "Rock Vegas: Live Music Explodes in the Neon Desert" by Pat Christenson (general manager at the Thomas and Mack for decades). The book discusses how the musicians --- arenas --- ticketing --- contracts business has changed over the years --- especially in Vegas.

The business is definitely different today than it was eight years ago when this thread was started. Can't say much more than that cuz I'm only halfway through the book.

If this subject is interesting to you, Huntington Press (Las Vegas Advisor) is having a pre-publication special price that ends Wednesday. Call LVA for details.

Quote: JohnnyQ

I haven't officially sent it yet. ... Caveat Emptor ?

From the comments about Caesars (such as yours) I usually see on WoV, Caesars doesn't care one way or the other about the feedback folks provide it. And, if Caesars wanted your opinion, they'd tell you what it is.

My 2 cents. But, I'm continually amazed folks keep jumping into that cesspool with their eyes wide open when there are other (apparently better) gaming venues available to them.

Quote: LuckyPhow

From the comments about Caesars (such as yours) I usually see on WoV, Caesars doesn't care one way or the other about the feedback folks provide it. And, if Caesars wanted your opinion, they'd tell you what it is.

My 2 cents. But, I'm continually amazed folks keep jumping into that cesspool with their eyes wide open when there are other (apparently better) gaming venues available to them.

That has not been my experience. I do their after-visit surveys. Sometimes they call to follow those up. I give names. I've been stopped and thanked 3 times over the years by employees I commended, who got some kind of award because of it. I was also told I got a bad employee fired, though that was a.long time ago. I generally only use those things for praise or, if I have a complaint, it's generic as to names. But the person who told me, thanked me, because the rest of his crew wanted him gone, too. So, yeah, they do pay attention.

Well that is interesting Babs. Care to share which Harrah's responded to your complaints/kudos?

Quote: DeMango

Well that is interesting Babs. Care to share which Harrah's responded to your complaints/kudos?

LV x3. AC once.

Quote: beachbumbabs

Quote: LuckyPhow

From the comments about Caesars ... I usually see on WoV, Caesars doesn't care one way or the other about the feedback folks provide it.

That has not been my experience. I do their after-visit surveys.

I have done those tell-us-about-your-visit surveys also. Since there is never any way for me to get my own copy of the survey info I provide, I have to do multiple-multiple-multiple screen saves as I wade through Good-OK-Poor multi-choice questions. IMHO, it would be more user friendly for the survey takers to offer a list of options about which you may wish to comment: Parking, Front Desk, Room Service, Food Service, Gaming, etc. Pissed about the room service and the food, choose only 2 and skip the rest. But, NOOO! You cannot tell them about room service until you have answered questions about parking and front desk. And, the open-field text box is always at the very end, but IMHO THAT'S the part most folks want to access.

You apparently do a fair amount of gambling here and there. Do you fill out casino feedback surveys: Always - Frequently - Occasionally? Does your experience completing the actual casino feedback surveys differ significantly from mine, and -- if so -- how? Does the casino (including individual employees at a casino) follow up with you: Under or over 25% of the time?

Quote: beachbumbabs

I was also told I got a bad employee fired...

Hmmm... Perhaps good that the bad employee was fired. Very, VERY bad for Caesars' not to keep personnel info private, as required by law.

I appreciate you sharing your experience with casino feedback surveys in your reply to my post. IMHO, I still stand by what I originally said. Based on posts I have seen on WoV, many members who patronize Caesars (and perhaps other) casinos frequently express dissatisfaction with their overall experience at Caesars properties. Notwithstanding your experience, would you agree or disagree with my comment about the frequency of WoV members expressing dissatisfaction about one thing or another at Caesars? I would hate to think that I have been cherry-picking posts that bash Caesars (which, I admit, largely parallel my own experiences) as compared to Boyd, MGM, or other (non-tribal) properties.
[Note: edited because window closed before I finished writing...]

I would just like to CET to say what they do (on their website, for example) and then do what they say in the spirit of that. IE, don't show me 5 paragraphs of fine print that say we can do whatever we want whenever we want.

I also suspect that, in general, CET doesn't care what WizardofVegas members think BECAUSE most WoV members are not typical ploppy tourists. To CET, a visitor with decent gambling knowledge is probably not that desirable.

Years ago, when I was a ploppie, I was playing 3CP at Harrah's( in the 4-1 days) and a pit boss was particularly nice. When I ran out of smokes, she got me a pack and did a couple other nice things. As a newbie I was very impressed and took the time to write something very nice about her in a letter( not an email).
On my next visit, almost six months later, I was playing in another pit when she came over and said hello and told the dealer to be good to me. He didn't help me win a single hand but he must have recorded my play as much more than it was, because I made Platinum and then Diamond in that trip while playing $5-$20 BJ, 3CP and quarter slots..
For years, I'd always swing by and say hello to her. Once I went and she was gone. She transferred to Caesars when Harrah's first bought it. I thought about walking over to say hello. but didn't see much to be gained by it.