JohnnyQ
JohnnyQ
Joined: Nov 3, 2009
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July 8th, 2017 at 9:08:16 PM permalink
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
Like the castle in its corner In a medieval game; I foresee terrible trouble And I stay here just the same
billryan
billryan
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July 9th, 2017 at 1:07:38 AM permalink
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.
The difference between fiction and reality is that fiction is supposed to make sense.
Boz
Boz
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July 9th, 2017 at 6:01:48 AM permalink
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.
JohnnyQ
JohnnyQ
Joined: Nov 3, 2009
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July 9th, 2017 at 6:17:04 AM permalink
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.
Like the castle in its corner In a medieval game; I foresee terrible trouble And I stay here just the same
beachbumbabs
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beachbumbabs
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Rigondeaux
July 9th, 2017 at 6:28:51 AM permalink
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.
If the House lost every hand, they wouldn't deal the game.
100xOdds
100xOdds 
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July 9th, 2017 at 6:35:49 AM permalink
johnny,
how did you see the show if it was sold out for Diamonds?
you paid for tickets and saw it anyway?
Craps is paradise (Pair of dice). Lets hear it for the SpeedCount Mathletes :)
gamerfreak
gamerfreak
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July 9th, 2017 at 8:22:22 AM permalink
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.
gamerfreak
gamerfreak
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July 9th, 2017 at 8:23:13 AM permalink
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.
onenickelmiracle
onenickelmiracle
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July 9th, 2017 at 5:13:06 PM permalink
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.
I am a robot.
billryan
billryan
Joined: Nov 2, 2009
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July 9th, 2017 at 5:24:31 PM permalink
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.
The difference between fiction and reality is that fiction is supposed to make sense.

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