Riverside Gripe

Rather than telling this whole story twice, I'll copy and paste a letter I'm sending to Don Laughlin about a bad experience I had there. I'm redacting out some personal information.

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January 25, 2020



Dear Mr. Laughlin,

Let me begin by saying that the Riverside is my favorite property in Laughlin, by far, and I've been visiting it since I turned 21 in 1986. I've always been treated well, had a good time, left happy, and never had a reason to complain about anything.

However, I can't not complain about an incident at the hotel check-in on January 19, 2020. I stayed in an executive room, or whatever it's called, the type at the end of the hall in the South Tower with a balcony. Here is what happened:

• After waiting in line, I checked in and was given what I believed to be room 2060.
• I went to said room and the door wouldn't open.
• I returned to check-in, waiting in line again, and told my room was actually 2066. The last digit looked more like a zero in my opinion, but I gave her the benefit of the doubt.
• I went to room 2066 and that door wouldn't open either.
• I waited in line at check-in again to report the door didn't open.
• The woman who waited on me told me the battery in the lock must be dead and she would call security to put in a new one. I was advised to wait by the door for security to show up.
• I returned to outside room 2066. After over half an hour of waiting in the hallway, no security guard ever showed up.
• I returned to check in, waited in line again, and reported that security never showed up. A different attendant, who I hadn't met yet, told me my room was actually 2099. I showed her the envelope that said 2066 and she gave a perfunctory apology.
• I went to room 2099 and while I could get it, I found it odd the door was propped open by the latch. This did not make me feel very safe, but I tested the lock and it did work.
• About a half hour later I returned to the front desk to make sure that a supervisor was aware of the incident. The woman, one I hadn't encountered yet, at the window listened to my grievance and gave another perfunctory apology. I then asked for a supervisors name. She then went to the back room and a supervisor came out by the name of (redacted). She offered me two breakfast buffets for my trouble, which I said was not enough. She then upped it to two "anytime" buffets, but I said that was still not enough. She said that was all she was prepared to do. I refused the buffet vouchers, as that was not satisfactory redress for all the time and aggravation.

Since I still feel insulted and justice was not done, I am writing this letter. I ask for nothing but to be heard. A sincere apology is optional. Thank you for listening. I would like to add the rest of my trip went fine and I have no other issues.

I close this by wishing you a happy and prosperous Chinese New Year.

Best Regards,


Michael Shackleford
(redacted)
Las Vegas NV 89134

What specifically did you want them to give you? Quite passive of you to ask for 'something', and when they offer you 'something' it is not good enough. And they then up the offer to 'something more' and it is still not good enough, but you never made a suggestion?

Last week I told you the story of when I assisted with an ill customer at the pool at Rio. I probably spent a full hour with the lady until the ambulance took her away. The Rio gave me a $30 room credit. Of course I thought it was quite chintzy, but said nothing.

Now, if you are sending that letter as an AP move, hoping to get a free RFB trip there, then I think it may work.

Do you personally know Mr. Laughlin?

That sucks, but stay in hotels often enough and you will encounter a similar situation. Or worse.
Was the latch open because security had responded to that room rather then where you were waiting?
Almost everything I've ever heard of Don Laughlin leads me to believe you will be satisfied if your expectations are realistic. If two anytime buffets weren't sufficient, what do you think would be adequate?

Quote: Wizard

I ask for nothing but to be heard

Seems to me that remark will be quietly received as BS.

I sympathize with you as it does seem as though incompetence in the hotel industry is on the increase. Good for you for writing the letter and I hope you get comped for at least one night as a result.

of course this must be discussed thoroughly in the next ask-me-anything!

Time and.money wasted is unfortunately a relative thing. I thought the 2 Buffett offer was satisfactory.

I worked for years in a motion picture processing Lab and we would deal with student films that cost a few thousand bucks to million dollar productions. If a roll of film was destroyed or wrecked the film maker would always want compensation for what they felt the cost, time and effort of producing the roll of film cost. All they ever got was a blank roll of film

The lab simply could not be held responsible for the different qualitative values of various customers

Your time is very valuable because you are a highly paid consultant etc but I think the situation is pretty much the same here.

I hope you get more than you asked for (in a positive way). Good luck

EDIT: It was really the students and indie filmmakers who always screamed and hollered really. The bigger films would either have it worked into their budgets or call in the insurance companies. The smaller projects never could afford film insurance

Quote: SOOPOO

What specifically did you want them to give you? Quite passive of you to ask for 'something', and when they offer you 'something' it is not good enough. And they then up the offer to 'something more' and it is still not good enough, but you never made a suggestion?

I never specifically held my hand out and asked for something. While I wasn't shaking them down for a more generous comp, what they offer makes a statement about how sorry they are. I was insulted at the initial offer of two breakfast buffets. No, I never threw out a suggestion. Again, it wasn't about compensation to me but the statement an offer made.

Quote:

Last week I told you the story of when I assisted with an ill customer at the pool at Rio. I probably spent a full hour with the lady until the ambulance took her away. The Rio gave me a $30 room credit. Of course I thought it was quite chintzy, but said nothing.

That is a much better story than mine, you should make a post or blog entry about it. If it were me, I'd have comped your room the full way.

Quote:

Now, if you are sending that letter as an AP move, hoping to get a free RFB trip there, then I think it may work.

Definitely not an AP move. I look down on those who complain about everything, hoping to get something in return.

Quote:

Do you personally know Mr. Laughlin?

No.

I wonder why Door #3 was open? Did you look under the bed for dead hookers? 😃

Having you wait at a door for a no show security person is the kind of thing that keeps potential customers away. I will not stay there until they satisfactorily resolve your complaint. Keep us posted.

Quote: billryan

That sucks, but stay in hotels often enough and you will encounter a similar situation. Or worse.
Was the latch open because security had responded to that room rather then where you were waiting?

I hadn't thought of that. Yes, now that you mention it, security was probably given the correct room number and unlatched it.

Quote:

Almost everything I've ever heard of Don Laughlin leads me to believe you will be satisfied if your expectations are realistic. If two anytime buffets weren't sufficient, what do you think would be adequate?

One part of the story I forgot was that when I went back to complain and was speaking to the front desk woman, I asked if she could take off the resort fee and she said "no." That got me even more angry.

Quote: Wizard

I hadn't thought of that. Yes, now that you mention it, security was probably given the correct room number and unlatched it.



One part of the story I forgot was that when I went back to complain and was speaking to the front desk woman, I asked if she could take off the resort fee and she said "no." That got me even more angry.

Resort fee = last resort

Your letter should tally up the total time, specifically mention the frustration and safety issues and specifically seek 'x' as amends.

I’ve eaten the breakfast buffet at Riverside. Bad is putting it mildly. Good thing you turned it down. Had you accepted, I’m sure you would have thought that their ‘compensation’ was actually an F U.

Quote: DJTeddyBear

I’ve eaten the breakfast buffet at Riverside. Bad is putting it mildly. Good thing you turned it down. Had you accepted, I’m sure you would have thought that their ‘compensation’ was actually an F U.

Good point. I've never had it, but have seen a long line of people in walkers waiting to get in. That they couldn't even knock off the resort fee can't go without a complaint. However, the letter is in the mail. Let's see what Mr. Laughlin comes back with.

Quote: Wizard

the letter is in the mail. Let's see what Mr. Laughlin comes back with.

in case this is new to you, https://www.snopes.com/fact-check/the-bedbug-letter/

Quote: Wizard

Good point. I've never had it, but have seen a long line of people in walkers waiting to get in. That they couldn't even knock off the resort fee can't go without a complaint. However, the letter is in the mail. Let's see what Mr. Laughlin comes back with.

Is the letter on WOO or WOV letterhead? If not, do you think he will recognize your name and thus treat the complaint differently than if it came from Joe Blow?

Quote: SOOPOO

Is the letter on WOO or WOV letterhead? If not, do you think he will recognize your name and thus treat the complaint differently than if it came from Joe Blow?

No. Just a plain piece of paper. I didn't want any special treatment.

I'd have thought getting a comped room at Riverside would be a walk in the park.
On the other hand, if I was paying for a room in Laughlin, Riverside would be well down on the list of places to pick. Free boat rides only go so far.

I am genuinely curious why anyone would go to Laughlin...especially someone that lives in LV.

I went once and shall never return. What attractions did I miss there ?

Quote: Ace2

I am genuinely curious why anyone would go to Laughlin...especially someone that lives in LV.

I went once and shall never return. What attractions did I miss there ?

Free Geritol. A main drag that is safe for pedestrians and drivers, pleasant boats, some older style slots.

Quote: Ace2

... I went once and shall never return. What attractions did I miss there ?

I have visited Laughlin a few times, but I didn't really go there for the "attractions." Let me offer you an explanation from a cheapskate's perspective....

Traveling from the eastern time zone, I am too cheap to pay the airline fares round trip to Las Vegas and just spend a couple of days in the west. On the other hand, weekend rates (for the places I would be willing to stay) in Vegas are sometimes excessive. As a compromise, several times my wife and I have visited Las Vegas but taken a secondary excursion outside of the area for the high-priced weekend. In that regard, we have spent weekends in Palm Springs, at the Grand Canyon, in San Diego, and yes, a few times in Laughlin.

In addition to the reduced weekend prices away from Vegas, I find that I experience another benefit. The strip environment is just a bit over the top for me, and after a few days, I need a break. I have often taken one of those secondary excursions primarily to decompress, then we return to Vegas for a few more days of excitement before heading home.

Quote: billryan

Free boat rides only go so far.

Do you mean the boat to the parking lot across the river?

Quote: Ace2

What attractions did I miss there ?

The car museum, which has some nice license plate displays *ahem*.

I'm surprised the Wizard actually pays for rooms, especially in Laughlin?

They give out free rooms like candy on halloween in that town.

If you don't mind me asking, why is the riverside your favorite property there? I guess the car museum(s) are cool, but I don't see see any compelling reason to stay there over any of the other nearby dumps.

Quote: WTflush

I'm surprised the Wizard actually pays for rooms, especially in Laughlin?

I have been staying at Harrah's Laughlin for years, but their offers are getting very stingy. Despite being a Diamond member, they gave me only the "player's rate" or whatever it's called for the MLK weekend. To that I pretty much said "Good bye, Harrah's/Caesars, we had a good run, but it's time to move on."

I have no recent play anywhere else in town.

Quote:

They give out free rooms like candy on halloween in that town.

You have to say more than "trick or treat." I used to have connections at the Edgewater, but my guy there retired. Rooms are so cheap that it doesn't bother me to just pay.

Quote:

If you don't mind me asking, why is the riverside your favorite property there? I guess the car museum(s) are cool, but I don't see see any compelling reason to stay there over any of the other nearby dumps.

I just like the "mom & pop business" kind of feel of the Riverside. By Laughlin standards, the food ain't bad. Not that I played this trip, but they have 9-6 Jacks in high denominations. It's hard to put into words, but I like the eccentric vibe there.

Losers Lounge was fun in its day. Haven't been there in years but they had a pretty hot wet t-shirt contest.
The Watchman shop is fun for a bit and the museum is great as it changes regularly.

I finally heard back from the Riverside. I a form letter dated Feb 9 they apologized that "we failed to provide you with the highest level of excellence in hospitality and service." There was nothing specific to what I was complaining about. I'll post a picture of it tomorrow, but I'm sure it's the same letter they send out for most complaints.

Not sure why everybody busting on the Riverside. I haven't stayed there in years so I don't know what the rooms are like nowadays. It's an all-in-one Casino, they have a bowling alley, a movie theater, pool tables, a Sportsbook, a really good steak house(The Gourmet room?), lots of places to eat, hair salon, arcade, Poker Room, decent VP pay tables, VP progressives. The sandwiches and soup is pretty good in the deli. People seem to like the prime rib room. The coffee shop has a fairly extensive menu that's better than a lot of coffee shops. I don't think Harrah's is any better unless they've upgraded our rooms Significantly since last time I stayed there. They have been known to have good promotions as well.

I support wizard on this. , that is a joke. What happened to him, I have recently had similar experiences, but luckily they ended after one round upstairs and back. Staying in a hotel is supposed to be a pleasant experience as a guest. If it isn't Pleasant, there is not hospitality as there should be. I can see how it ruined the whole trip. You're supposed to enjoy yourself, not feel like you're being pranked. I'm not sure what the right solution or remedy is. He was stressed, so he should be de-stressed. I propose wizard should receive a facial and a massage.

Edited: Voice to text errors

Quote: Wizard

I finally heard back from the Riverside. I a form letter dated Feb 9 they apologized that "we failed to provide you with the highest level of excellence in hospitality and service." There was nothing specific to what I was complaining about. I'll post a picture of it tomorrow, but I'm sure it's the same letter they send out for most complaints.

They sent you to the room so many times, perhaps you should just keep mailing them the same letter repeatedly, you were not heard sir.

Quote: Wizard

... I'm sure it's the same letter they send out for most complaints.

So do I get any credit for predicting 'the bedbug letter'?

do me a favor and produce the letter on your ask-me-anything and when you take it out of the envelope, shriek "eek! Bedbugs!"

Thanks for your comments and support. I'll definitely read this on the Live Stream tomorrow.

Here is the letter.

Quote: Wizard

Here is the letter.

They don't deserve you. That's a sh+++ @@@ed nothing of an apology and an empty promise things will be better.

Quote: Wizard

Here is the letter.

Awesome. ZERO reference to any of the points you raised. Could not have been less caring or sincere.

Quote: Wizard

Here is the letter.

That's about as general as they could have been. Must have taken them a long time to access their templates and have that pasted.

Quote: Minty

That's about as general as they could have been. Must have taken them a long time to access their templates and have that pasted.

Yet it took 11 days for the response, although that counts two ways "in the mail" between Vegas and Laughlin.

Quote: Wizard

Yet it took 11 days for the response, although that counts two ways "in the mail" between Vegas and Laughlin.

It was probably opened by a "mail clerk" who then directed it to the complaints slush pile where a complaints employee grabbed the form letter, added your address and sent it off.

I doubt anyone important even knows you sent it

I'd be pissed. I would send that letter to Don Laughlin.with a huge WTF written on it.
Somebody dropped the ball.

That letter is the one of the most generic responses I have ever seen. It didn't even address your specific concerns. It's beyond insulting and condescending. I like that you showed the name of the Staff Member and her Title and hopefully Don Laughlin will give you a real response and real Compensation when they open.

Were you ever able to get a real answer/settlement for the horrible stay you had at Riverside Casino?

Quote: Starburger

Were you ever able to get a real answer/settlement for the horrible stay you had at Riverside Casino?

Nope. Nothing further happened after the letter I posted above.

Quote: Wizard

Nope. Nothing further happened after the letter I posted above.

That sucks. I would try again if I were you. You deserve some kind of settlement for that bad Customer Service/ bad Hotel stay.

Quote: Starburger

That sucks. I would try again if I were you. You deserve some kind of settlement for that bad Customer Service/ bad Hotel stay.

I don't like to be a nag. Their response was their response.

Quote: Wizard

I don't like to be a nag. Their response was their response.

You clearly didn't get a response on any personal level.
I doubt they opened your letter.
Since when is a personal letter called a 'comment card'?
Absolute template and used your return address on the envelope.

Go look in a dumpster out back and will probably find boxes of unopened letters.

I am both surprised and disappointed.

Quote: billryan

I am both surprised and disappointed.

At what?

Quote: Wizard

At what?

At the shitty response .you received. I've a number of friends at the Riverside and I don't think they would have approved of the response.

Quote: billryan

At the shitty response .you received. I've a number of friends at the Riverside and I don't think they would have approved of the response.

I've had a good relationship there going back to the mid 80's, so I too was surprised. It is what it is.

The incompetence of the hotel was bad. The breakfast buffet was an insult. Why didnt they offer the anytimes first? Free room? I had a vegas hotel mix up once. Not as bad as this.

It is what it is.
.......,....
Perhaps the most important to remember àbout hotels, hosts, craps rolls, drink strengths, etc.

Quote: FleaStiff

It is what it is.
.......,....
Perhaps the most important to remember àbout hotels, hosts, craps rolls, drink strengths, etc.

And employees who know how to read numbers.