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.