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The road to Platinum... Turns into a nightmare Palazzo experience Feb 17-20th

Discussion in 'Full Las Vegas Trip Reports' started by Snelling, Feb 17, 2017.

  1. MNSlotLover

    MNSlotLover Ainsworth Whisperer
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    or the hammer!
     
  2. BFF

    BFF Silver
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    Appreciate you sharing the story and echo the sentiments on how awful the experience was for you and your wife. Hitting the platinum goal is probably small consolidation in light of the trip events.
     
  3. MNSlotLover

    MNSlotLover Ainsworth Whisperer
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    The best way to handle this so it was a positive result would have been for the host to have made a significant gesture to help turn this around for you. Meeting with you personally and offering to cover your back-end comps would have gone a long way. Who knows, maybe he tried and got shot down by Mgmt. That would be very short-sighted.

    They literally spend millions in marketing and postage trying to get us in the door and then don't take care of you. In old vegas they would have brought back your money in the thieves severed hand and given you front row seats for the rat pack......I'm just saying. :p

    By not handling this properly, they now have this negative experience being shared on a message board with what, 2,000+ members now? Their target audience? Not good for them. What if 10 members decide V/P is not for them because of this? If nothing else those of us who've read about your experience will remember this and have a negative subconscious vibe about V/P.

    Someone needs a lesson in real customer service. I hope it isn't my V/P host.

    End of Rant
     
    MrsFuri, Tessa QC, Niteshade and 3 others like this.
  4. C-Stud

    C-Stud Bronze
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    Forget the players club status - that's easy to establish elsewhere. After that treatment I would leave and never go back. Wouldn't think twice about it either.
     
  5. MsNVegas

    MsNVegas Silver
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    Thank God your wife was okay! Sick of Losers! I hope your next trip will be awesome! Sorry this happened! Yet you gave us all a reminder of double checking doors, locks, etc.
     
    MNSlotLover likes this.
  6. 3vees

    3vees Gold
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    Do you get a post survey via email after you visits?
    My contacts at V/P informed me that those surveys and comments are taken seriously when full names are used in the comments. I would mention your host by full name and explain what you think should have been done on his behalf. Also on how you were treated or not treated after this incident. They should have bent over backwards and given you RFB 100% and perhaps an offer to the spa to take the stress away for both of you.
    Also mention the security personnel if you think you had a positive experience.
    On another note, I would call the VP of Host Operations office and explain your negative encounter by your host and request another host. And if you choose to come back again you will contact that person.
    By all accounts you were an Invited Guest, and should have been treated as such.
     
    MrsFuri, jmacaz, momnkid and 2 others like this.
  7. Snelling

    Snelling Silver

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    I sent Andy Grisnik VP of Player Development and Host Operations a message about my experience. I'm curious to see what he says... getting the backend $400 charge on my Amex today was the final straw for me.
     
  8. JuanitoVegas

    JuanitoVegas Bronze

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    Thanks for sharing this bad experience with Palazzo/Venetian. I will reconsider staying or playing at their casino.
     
  9. tringlomane

    tringlomane Theoretical Video Poker Addict
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    I guess we'll let you join...
    If you're willing to incur thousands of more dollars in expected loss for the year maybe...

    It sounded like he got his host to give him $150 extra in F&B to cover what was taken from his wife's wallet. If only $150 was actually taken, that's very fortunate! Many members here sound like they have no qualms about having thousands of dollars in their wallet. I personally think that's dangerous.

    The host really dropped the ball by not being more responsive and timely, but I would be happy to get what was actually lost covered by the casino. Since I have no status, I'm sure they'd tell me to "fuck off".

    And I almost always test the door behind me when I close it. Hotel doors aren't the best.

    If you decide to switch properties @Snelling, I hope you can get a tier match if possible. You shouldn't have to "start over" just because of a piece of scum. Also sorry to hear that gambling karma wasn't with you this trip to soften the blow of this scary experience.

    I hope your email you just sent gets more respect.
     
    MNSlotLover likes this.
  10. TwoArmedBandito

    TwoArmedBandito Platinum
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    Odd. The thief must of had a key to get by security. Was he a guest? If so, then easy enough to arrest him. Was he checking doors in hallway? That shoulda sent red flags to security watching cameras.
    Moving to cosmo? No security to enter room elevators there.
    The least VP should have done is move you to a new room for your wife's peace of mind.
    I'm glad she's ok and docs recovered.

    Sent from my SM-G900V using Tapatalk
     
    Big Mac and sparkydog like this.
  11. misswin

    misswin Member

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    Wow sorry for the horrible experience. I am leaving for Vegas tomorrow and was going to set up a new card at the Venetian and put some serious play in to see what they offer but not after reading this report. I wouldn't want to play somewhere where you get treated like that after getting robbed.
     
    fraygul likes this.
  12. sparkydog

    sparkydog Palladium
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    It is unfortunate that these things happen at high end hotels everywhere. I read a very similar scenario on Trip Advisor at the Wynn and the person got $0. This is a great reminder for me to ensure my door is locked and closed and be cautious whether I'm staying at a 2 or 5 star hotel because it can happen anywhere. I'm glad they at least reimbursed you the stolen money but your host could have been more empathetic for sure.
     
  13. Indianasoxfan

    Indianasoxfan Platinum
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    Most if not all of the hotels in Vegas do not have security cameras in the hallways. The majority of security efforts all go into the casino. I hate it the Cosmo doesn't check keys at the elevators ... too many parties I guess.
     
    #53 Indianasoxfan, Feb 25, 2017
    Last edited: Feb 25, 2017
    pphold likes this.
  14. TwoArmedBandito

    TwoArmedBandito Platinum
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    Didn't know. Makes sense. I know cameras in elevators though.

    Sent from my SM-G900V using Tapatalk
     
  15. misswin

    misswin Member

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    I forgot to mention earlier in regards to thefts my last trip to Vegas back in November. I was playing at the Cosmo. A friend was one bank of machines away and called me over to show me their win and I turned my back for a few seconds on my machine which had $30 or so credits left. It was a WMS game and they have those distinct cashout sounds and I hear it and turn back around to see the theif grab the ticket and run like hell. So did I after them but they zigged and zagged and I found a slot attendant and told them what happened. They were so fast at cashing it out that they couldnt void the ticket in time. Anyways they were really sorry it happened and issued me $100 in slot play. That was really generous of them.

    Also the night before a lady playing next to me got robbed of her ticket at Aria of $300 by two con men and security there was top notch. They fully investigated the incident tracked the two men down about a hour later after they had gone to their room switched clothes and came back to the casino floor and nabbed them. They could have brushed it off but instead went the extra mile to try and help the guest get their money back.
     
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  16. Indianasoxfan

    Indianasoxfan Platinum
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    Didn't know room keys were available to buy online. Good idea to use a safe deposit box for large amounts of cash. Now I'm wondering how safe the room safes actually are.
     
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  17. NickPappageorgio

    NickPappageorgio ¿Quién vigila a los vigilantes?
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    Not very (they're pretty flimsy but would stop most thieves) but better than nothing at all or trying to hide your cash in the suitcase.
     
  18. VegasMonkey

    VegasMonkey the pleepleus
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    Putting your cash on deposit as front money is a good idea as well.
     
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  19. 44inarow

    44inarow Cool Story Bro

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    It would also be almost impossible, logistically, to have cameras in the hallways of many properties. NY-NY and Aria come to mind as two properties that have incredibly long, winding hallways; it would take hundreds, if not thousands, of cameras to provide full coverage. And it might not even help in many instances; after all, "thief trying to find an unlocked room" would look an awful lot like "drunk guy who can't quite remember which room is his".
     
    bj1 and MNSlotLover like this.
  20. Snelling

    Snelling Silver

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    I emailed the VP of Host Operations explaning what happened and I never received a response from him. Disappointing.
     
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