YVRorange

A couple of questions, I'm fairly new to the TR properties and made the jump this year after a host reached out to me in January. I've stayed 24 nights this year at Caesars properties so far.

I had a rough stay last stay at Caesars last week. Confirmed my stay with my "host" on the weekend and confirmed a Monday check in to a deluxe room at Caesars. Arrived in the lobby just after 9pm, get to an agent and they tell me I have no reservation!?!? It's been cancelled?!? They call the host on duty and after about 45 minutes they find me a room. The children came with us this trip and we get to our room just after 11pm in the Forum Tower, a classic room and also SMOKING. My son is pretty sensitive to smoke, I call down and put on hold finally get a hold of someone at the front desk, at 1140pm they tell me there are no other rooms available. I ask to speak to the host on duty and see if there's anythjng he can do and apparently they're isnt. The wife is pissed now and wants to leave, it's been nearly 3 hours now and the trip isn't off to a good start. We decide to leave Caesars and go to Paris. I normally stayed at The Venetian/Palazzo before this year. Host says Paris has a non smoking room available but need to get checked out of room. He patched me back to the front desk and put on hold again. They get me checked out just before midnight and we drive over to Paris.

In the end everything was fine at Paris.

Now when I log into my TR account, there are next to zero comp rooms available. Last week pretty much every property had comp nights available except for a few weekends here and there. Anyone know what might have happened? Did I piss someone off?

I'm totally confused as to where all my comp nights went!!!

animalj7

Speak with your host. I've been to other casinos that will cancel reservations from host comps on late arrivals. Maybe this was the case?


This is unfortunate. Did they not inform you that it was a smoking room when you checked in?

Really the only thing you can do is press them and hope that they make it right.


Can't really comment on this. You might be able to talk to your host about your experience on this trip and get him to provide some extra "care" on your next trip. I don't think they can or will do much for you when you aren't staying at the property.

Hope the rest of your trip goes well.

gengar

First off - did you reach out to your original host (who booked you) to request an explanation? If so, what was the response?

I'd be pretty miffed if this happened to me and I have to say I think you're being pretty nice about it. What's appalling is that there is no way Caesars was out of rooms last week even at 11:40pm - they may have been out of non-smoking deluxe rooms, but they should have upgraded you if that's what they needed to do to keep you on property.

As animalj7 posted, your host had better provide some form of compensation on your next trip (personally, I'd demand another comp trip just due to how poorly this was handled). Having to go to a different property to get your comp is no different than having a reservation and getting walked as an elite at one of the hotel chains. It just shouldn't happen. This is one of those situations where if the service recovery isn't exceptional, I'd take it as a message that my business is not valued.

As far as the TR issues, I'd prefer to think it is a system glitch rather than anything that happened to your comp offers. If it persists, it's also something that you should bring up with your host. This is a negative experience they need to make up to you - not the other way around.

Soccerdad1995

Caesar's is having financial issues, which might be behind some of this. Personally, I am sticking to MGM until I see where they end up.

24 trips this year is a lot, especially if it is all at one property. Your host should be bending over backwards if you are giving them sufficient play. Did you play at a high level* on this and recent trips? If not, that may be the cause of your comp night offers drying up. How about your free play offers? Are those at the same level as previously or have they also dried up?

*Caesar's bases comp offers largely on your Average Daily Theoretical (ADT). This is your play divided by the number of days that they know you are in town. So if you are staying at a non-Caesar's property and you swipe your card to visit a Diamond Lounge (or for any other reason) you will seriously dilute your ADT and by extension your offers. If you are staying in a Caesar's owned hotel, they already will add a day to the denominator before you do anything at all. If your ADT drops, then your offers will also drop. There are ways to game this system, of course.

It should also be noted that comped stays at casino hotels are not at all similar to an Elite staying at a non-casino hotel. If you complain about something that goes wrong with a comped casino hotel stay you will either get a huge over the top response (if your ADT is high) or possibly completely ignored (if your ADT is low).

gengar

... nor has anyone in this thread suggested that such is the case.

Soccerdad1995

Sorry, I guess I must have misread your post on this. I thought you were referring to an Elite getting walked when you said "getting walked AS AN ELITE AT ONE OF THE HOTEL CHAINS".

gengar

Amazing how you can take all this time to requote the post and still manage to misread it. My point was that a comp guest should be the last person walked from a casino property just as an elite should be the last person walked from a hotel chain. I was certainly not making any statement generally equating stays, service recovery, or treatment overall of comp guests at casino hotels to elites at hotel chains. (Note that elites have been walked from hotel chains with minimal service recovery too, so it does happen - just see FT member BearX220's hilarious powerpoint and successive story.)

RyanNYNJ

if you're betting green chips and up cosmo is way better. I've been tr diamond for a few years now but I'm done after this year. offers keep getting worse and worse and the only decent hotel is caesars palace in 3 out of the 5 towers

gengar

Do you have experience with host-sponsored status tier upgrades at Cosmo at that play level? I have a few friends who are ~50/hand BJ/craps/carnival game players at PH who are thinking about jumping ship, but I don't want to tell them to go to Cosmo if they're not going to get status bumps.

Soccerdad1995

Read the part of your post that I bolded. And my point is that there is no comparison between a non-casino hotel chain taking care of it's elites and a casino hotel taking care of it's high rollers. It is simply a different world altogether.

YVRorange

I think I'm choosing to walk away as it was an overall really poor experience!! I probably average between $50-400 hand. Depending on if I buy in for $400 or 2k. I don't play for hours on an end maybe a few hours a day whenever I stay. I do come out ahead though.

Seriously considering going back to mLife! Thoughts?

gengar

I don't blame you given how poorly you were treated. That said, if you contacted your original host, I'm still interested in what he had to say.

mlife is much more friendly to table games players than TR is, so it's not a bad option. They give a lot more credit towards status levels for table games play than TR does. Spend-wise, mlife is also better for points for spend than TR if you're not charging $2500+/folio, and also since TR plays so many games as far as "participating" spend.

Additionally, one of the benefits of mlife is across-the-board room discounts available on the website based on tier level. This is a nice perk if you don't play enough for room comps or you want to stay at a property where your play doesn't qualify for room comps, and/or you don't have offers up. Contrast to TR where most room types don't have automatic discounts on the website (and many times the discounts are laughable - sometimes a couple bucks off public rate).

I don't have any experience at Venetian/Palazzo so can't comment. I also play at Cosmo which could be an option if you're a big fan of the property, but I have to imagine their policy of manual, host-initiated status level upgrades only for table games players is a big negative if you don't have an existing relationship with a host. For those who spend a lot, Cosmo does have the huge plus of giving 5% compback on all on-property charges, though.


Still have no idea why you're so obsessed with (mis)interpreting a single sentence in a four-paragraph post that you'd go as far as making it out like I was at all trying to state some generalized rule about casinos and hotels. Honestly flabbergasted as to what you could have found so offensive in that sentence that has riled you up so much.