I don't think your observation is limited to Las Vegas :)
But I don't always follow this rule myself, and occasionally pay the price, as in the scenario initially described in this thread.
And when I do go to the rewards desk, I also often find that the "first contact" person has to go check with a supervisor to answer my questions -- but once I'm dealing with them, I get pretty insistent that I get a firm answer from someone before I try to play on the offer, and if they don't have any printed material on the details, I'll often ask the supervisor for a business card, so I can at least say who told me whatever I was told (I may also let them see me write on their card what they've said and ask them to confirm I wrote it down correctly), when the time comes to fuss over not getting what was promised.
Just a month or two ago I had a mail coupon for a big multiplier, and the rewards desk sent me to the promotions desk, which was empty, and then I was back to the rewards desk, of course, and they had to "check it out and make some calls" and get back to me -- finally I got a call on my cell from the supervisor telling me the mailer was not for all Harrahs properties, and did not apply to theirs. At least I found out before I wasted any action on their games that day.
I also recently got a decent cash settlement from an un-named phone company (un-named as part of the settlement) for problems after getting a new phone line for my mother, and then trying to get a correct outgoing message for those who called her discontinued old number -- after ten hours of repeated calls, literally dozens of phone calls and promises of "this time we'll get it fixed" - often from supervisors - for something that should have been handled correctly the very first time, and in less than ten minutes, in my opinion. I didn't have the documentation I should have had of who I'd spoken to each time, or I could have probably gotten even more.
And if it gets to the point where they aren't doing what they promised (with any business, not just casinos) my line is "I think you need to make this right, whatever it takes. What I think you should do to make this right is.... and furthermore, for the trouble I'm encountering over this, I would hope you'd do something more, since I shouldn't have to jump through all these hoops to get you to do what you promised." Always "ask" for something substantial, not just a token to "make it right" -- the worst that can happen is they'll turn you down, and if you're at all reasonable in your request, and somewhat nice about it, they'll often at least offer you a nice comp or something to try to make you happier. But, I've learned the hard way that taking notes and taking names, and then using that data to demonstrate that you are reasonable in your request and they have messed up, is essential to effective complaining when things go wrong.
One trick I once read was, when you want to complain about a clueless employee, ask them who you can talk to in order to express your pleasure with their great service. One phrase might be, "Thanks so much for your help. If this works out as you've described it / promised, I'll be thrilled, and would like to know who I can speak to, to tell them how helpful you've been." And if you feel a little threat might help, after getting that name, add "and of course, if it doesn't work out, I might like to tell them about that too." With the last phrase, you'll often get "if there's any trouble at all, come back and see me and I'll be sure it gets fixed".
A friend of mine, long ago, said that most businesses could and should make a good profit if they'd just simply do what they say they are going to do and keep their word -- whether it's a hotel or car rental reservation, or anything else.
--BG
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1g. Re: mystery multiplyer at coast
Date: Wed Jan 29, 2014 5:14 am ((PST))
Are you talking about Las Vegas boothlings? It's been my experience that they seldom know things like point limits. I know one of the casinos disclaimers is to see slot club for details. It's amazing how often I have done just that and been met by boothlings with no answers and no printed information to give the customer.
> On Jan 28, 2014, at 5:33 AM, Barry Glazer <b.glazer@att.net> wrote:
>
> My only suggestion is to always go to the rewards desk AHEAD of time and ask if there are any catches / limits / etc. >>>>>>>>>>>>>
Date: Wed Jan 29, 2014 5:14 am ((PST))
Are you talking about Las Vegas boothlings? It's been my experience that they seldom know things like point limits. I know one of the casinos disclaimers is to see slot club for details. It's amazing how often I have done just that and been met by boothlings with no answers and no printed information to give the customer.
> On Jan 28, 2014, at 5:33 AM, Barry Glazer <b.glazer@att.net> wrote:
>
> My only suggestion is to always go to the rewards desk AHEAD of time and ask if there are any catches / limits / etc. >>>>>>>>>>>>>
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