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Booking Marketing Offers Online

Discussion in 'Exclusives from The Cosmopolitan' started by Cosmo_Slot_Vice_President, Apr 20, 2017.

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  1. Cosmo_Slot_Vice_President

    Cosmo_Slot_Vice_President Cosmopolitan VP
    Official Account Founding Fanatic

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    VF Community,

    Hope you're all doing well. As you know, and it has been well documented - Cosmopolitan is behind the curve as it comes to being able book offers online (or do much online). And as promised, we are working to change that. Since the overwhelming majority of you have experience with my competitors, I'd love to hear from you what you like and don't like about the various platforms everyone else uses. Who has the best user interface, from the time you receive your email offer, to logging in to their website, to redeeming your room comp offer online? What works and what doesn't? How do you like to see the calendar appear for available dates? Who handles it the best if dates aren't available? Are you offered the ability to upgrade rooms online directly (fee?)?

    I really want to know everything you could possibly comment on as it relates to booking offers online.

    And if anyone really wants to go the extra mile so I can create the best experience in the future, feel free to send me an email with screenshots from my competition with what you like/dislike.

    Thank you for your time.

    -KS
     
  2. DK528

    DK528 Gold
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    I find Borgata's interface the best. Easily can see your comp and slot dollars earned and your progress to higher tiers. Also see when your tier expires, when your earned comp and slot dollars expires, and how much you earned on your last trip.

    Room calendars show up for 3 months out and the room type available changes based on whatever criteria they use. So you could just have discounted rooms show up, basic rooms show up or have the premium rooms available too. If a premium room requires a fee, that's listed. If a room type is sold out, you can easily toggle to the other types to see if there's availability.

    The FP at Borgata is different than Cosmo (at least for me) bc B's offers last a couple days only. But I like seeing them all posted online in one place, with slot tournaments listed and any giveaways also included in the list.

    From mLife site, I like the ability to see coin in/out and win/loss per casino per quarter.
     
    armax1980, IM ALL IN, nhcris and 3 others like this.
  3. TwoArmedBandito

    TwoArmedBandito Platinum
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    Do not follow Club Grazie example. Being down for mobile devices for months.
     
  4. dannyocean

    dannyocean Silver
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    Not sure there is any perfect online format yet. MLife has gotten better from, say, three years ago ... but, damn, is it a cumbersome system that constantly crashes and frequently doesn't have all offers posted online. In an ideal world? A simple screen to see what your offer(s) is/are. A clean way to book it. An easy way to see the confirmation. That's it.

    And, for Identity, it would really be nice not to have to log in with the number each time! Some memory function would be great there ... rather than going to Gmail and doing a search for the last Cosmo e-mail I've gotten.

    Clean, uncluttered, and loads fast ... that's probably my wish list!
     
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  5. Hobofrank

    Hobofrank Gold
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    What Danny said...this week I logged into Mlife's website to look up my offers and while it is true that they have improved their layout with respect to the layout and UI?
    they still have a ridiculous back and forth process to actually booking the offer ( e.g. re-entering the dates of your stay with every new screen)
    something your website could stand to improve on is besides not asking me my DOB and Zip just to check on my identity status?
    is make the email offer part of my log in and not require me to call the VIP line to book a room.

    I did this on Monday and when I called I asked if they wanted my Identity #?, no they said it was faster to go by my DOB, lol OK
    the entire call took maybe 3 mins to book, but still


    to be honest I usually go to the Mlife, CET and Cosmo websites BEFORE I call my host(s)
    only to gauge availability and retail pricing...that's how little I trust or rely on the websites to be up to date or the best/final answer

    I've stayed at Cosmo lots of times and the phone calls are always quick and the VIP people are fast, friendly and efficient every time
    but should they really have to stop what they're doing to handle something that routine?

    ( I hope when I'm talking to a host on duty and we are interrupted by a call that it isn't because someone like me is calling)

    Your site loads fast and is easy to navigate, but it doesn't feel like it's really connected to the Identity program
    so I find it better to just email my host or call on the phone
     
    momnkid, dannyocean and boots like this.
  6. boots

    boots Cubic zirconia
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    I'd love to save my host the trouble of doing routine tasks like booking rooms from current offers. She's wonderful, but I'm sure she has more important things to do -- and I like being able to arrange things for myself.

    Would also appreciate the ability to modify or cancel bookings. And request or cancel VIP services like airport pick-ups and late check-out requests.

    It would be great to be able to book offers, events, and tournaments at least three months in advance. The more I can plan ahead to give you my money, the happier we'll all be. ;)

    M life and CET do an okay-but-not-perfect job of showing available offers. I hate having to phone in to book an offer that's listed online. If it's in my account on a property's website, I should be able to book it there, assuming it's available on the days I'm interested in.

    I'd really appreciate an accurate running snapshot of my Identity profile -- including my anniversary date, how many tier points I have earned toward which status level, and my accumulated slot points vs. points for resort spend. Preferably just for my own account, not averaged with my (mostly inactive) spouse's account the way it is now on your website. I pester the Identity desk staff for this info every time I visit, and really wish that I could look it up myself.

    Thanks for asking! And please PM me if you need more details.
     
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  7. Elf70

    Elf70 Palladium
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    I'd love to see the online coin in/coin out, win/loss feature that MLife currently has. It updates instantly also which is very handy when I'm in Vegas and trying to keep track of my play.
     
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  8. Hard4

    Hard4 Gold

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    X2. This is the best part of Mlifes website. I really wish Cosmo had something like this.
     
  9. Indianasoxfan

    Indianasoxfan Platinum
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    I have never booked a Vegas stay online. I prefer to email a host and have him take care of everything. This has worked very well for me at Cosmo and I think very easy. I always get an immediate response which is appreciated. I would agree with others regarding the identity program and would like to be able to see my status in regards to points earned, tier status, and anniversary dates.
     
    #9 Indianasoxfan, Apr 21, 2017
    Last edited: Apr 21, 2017
    SinD likes this.
  10. dannyocean

    dannyocean Silver
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    It is a horrible, cumbersome interface. So much repetition. It's junk. But it looks better, at least. And, unlike the old one, you can see reservations after they're made! Haha. The bar is so freaking low for MLife.
     
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  11. momnkid

    momnkid Palladium
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    1. Log-in memory, okay with Identity number or username
    2. Tier points with anniversary date - okay with CET barometer graphic telling me how close I am to my next tier/reward
    3. Clear listing of available marketing offers with expiration dates. Calendar similar to Borgata would be great. Please do not play the CET game and have me go to a calendar with all dates blocked while still telling me the offer is available
    4. Display room type available on comp with concise upgrade pricing
     
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  12. timchuk

    timchuk To glory goes those who gamble
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    The one thing if cosmo could let you book your gold rooms on a calendar and still select offers that would be awesome.

    Mlife- I do like seeing a picture of my player card with a progress bar to the next tier
    Total rewards- Terrible lots of offer codes don't apply properly to calendar my biggest pet peeve

    Cosmo has a nice mobile friendly website so if it has similar looks and feel would be good.
     
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  13. vegasmacker

    vegasmacker Shut up liver, you're fine

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    I hate to say it, but I think CET has this category won. You can log on to Total Rewards see all your offer, narrow them down by date if you want. You can also just plug in your dates and see what the rates are, then click on the individual property and see what level of rooms are comped and what your rate is for upgrades to suites etc. You will also get an email a week or two before to pay for an upgrade to a suite at a steep discount if it is available at check in. I don't gamble enough to have a host, so I find CET great for self serve.
     
  14. Stasi74

    Stasi74 Silver
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    My two cents:
    Mlife:
    1. Pro: Easy to see status, freeplay, pointplay etc. when I log into my account
    2. Con: I find booking one of their offers online cumbersome. I can find the offers, but I just don't care for the UX (I am a product owner for 16 websites so I might be picky..lol)
    3. Pro: I like being able to search events and other items online when logged in (concerts, etc.) even though they are not an "offer" per se.
    4. Con: Even though I am allowed to use my "Comp points" to pay for things like those concerts, etc. with MGM, It has NEVER worked for me to be able to do so online, which is frustrating because they appear to show that you "can do it".
    5. Pro: Best breakdown of win/loss by property of the three

    Grazie:
    1. Pro: All my offers seem to appear in one place
    2. Cons: Everything else. I have to contact my host to take advantage of ANYTHING. Just terrible interface in my opinion. Sometimes I cannot see the actual offer, I click the link and it just has some graphic image that give me no useful info.
    3. Inability to see any reduced casino rates when logged in. Either you have an offer that works or you better call your host. Overly rudimentary.
    4. Pro: Easy access to my win/loss statements

    CET/Total Rewards:
    1. Pro: Most robust on the booking side of all three. Even if I have no offer, I can easily check my casino rate/comp without applying any specific offer
    2. Con: Sometimes the offers that appear when I try to use for valid dates say they are not "eligible" which makes no sense
    3. Pro: I like the offer sort feature by type and location (more granular than the others)
    4. Pro: Easy to log in and see my current reservations
    5. Pro: Can see the Reward Credits and Tier easily as well (like Mlife)
    6. Pro: You can set "price alerts" to notify you if room rates for the next three months reach your threshold (never used it, but I guess if I did not get comped rooms this might be helpful?)
    7. Pro: Easy access to my win/loss statements
     
  15. Chuck

    Chuck Platinum
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    I'll restrict my comments to booking offers, because I think you know players here want to see everything available in terms of stats, broken down in as much detail as possible.

    I really only use MLife and Total Rewards to book offers.

    I am going to describe them in terms of how they work when there's no glitches or other "blockers" that are not clear to the user. I play at a consistent level at both, and my offers are consistent, so I'm going to describe what I get, although I know other players experience may be different.

    MLife has a slight advantage in terms of how offers initially display. They show big "cards". When you drill down on an offer, the next page you get displays the full benefits of the offer for each property in a list, including number of nights, room type, freeplay amount and resort credit amount. When you drill on a property and select dates, it then displays a list of room types in a clean fashion. Completing the booking process is clean. You get an email confirmation, and the reservation also shows up in your account. Normally, you can cancel it online.

    CET has a million offers. When I get an offer that includes room, freeplay and resort credit, I normally get an email with the codes. On the TR website, however, the components of the offer are broken out on separate rows, which is confusing to the user. If you book the correct hotel room offer, the freeplay and resort credit automatically go with it. I don't know why they even display the rows for the freeplay and resort credit components separately - you can't book them separately. Those components also carry slightly different (lengthy) offer codes than the room component. It's confusing until you figure it out.

    MLife initial display vs TR:
    upload_2017-4-21_15-19-59.png

    Neither MLife nor Total Rewards allow you to upgrade online in advance. By upgrading, I am referring to paying some nightly fee that is less than the full price for the upgraded room type. Once you've selected dates, in addition to the room type you qualify to get comped, they will display higher room types, but they do not apply any comp value discount to those prices. In that situation, MLife does apply your tier discount (10% - 25%) to the higher room types. TR doesn't have a tier discount. In my experience, MLife flat out doesn't let you upgrade comp offers in advance by any method (except possibly the E-Upgrade thing, I don't know if they still use that or not). I don't think TR allows it either. Both will let you upgrade at check in if there's availability.

    Similarly, if you want to book a stay that is longer than the number of nights in the offer:
    • MLife will apply a tier discount to the additional nights
    • TR will comp additional nights (if your play warrants it) up to a 5 night total of free nights, then charges you full boat for any nights beyond that.
    MLife's front end is now primarily designed for mobile. It is a little cumbersome when using from a desktop, particularly when you are trying out different combinations of stay dates, there's a lot of extra clicking to navigate back and forth in that scenario. TR has an edge in the navigation department once you are actually in the booking process.

    MLife's biggest problem is that it's glitchy. Too often, when you go to book an offer, the results you get when you pick dates don't match the terms of the offer. Both MLife and TR have instances where you get half or most of the way through the booking process and then get rejected due to blackout dates or some other reason that is not obvious to the user and is not explained to the user, and you're left having to call.
    • MLife has a cleaner initial display of offers
    • Total Rewards a little is easier to use once you're past the initial display
    • Both have a clean display of room types once you've gotten that far
    • Neither allow upgrades in advance
    So it would be great if Cosmo used a "card" display of offers like MLife, with the smoother calendar functionality of Total Rewards. And then, the clean display of room types available for the selected dates, with pricing for higher room types that reflect the advance upgrade discount you are willing to extend.

    I would guess there would be members here who would be willing to log into their MLife and TR accounts during a Cosmo stay and show you how they navigate and what they like and don't like. I'd be happy to.
     
    #15 Chuck, Apr 21, 2017
    Last edited: Apr 21, 2017
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  16. timchuk

    timchuk To glory goes those who gamble
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    Awesome post chuck. Cosmo should definitely take the best of both worlds.
     
  17. Stasi74

    Stasi74 Silver
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    I agree that card style is a better UX up front.
    And agree that I would also be willing to do some user experience feedback.
    Good stuff @Chuck
     
  18. TIMSPEED

    TIMSPEED Platinum
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    Kevin,
    PLEASE PLEASE PLEASE do not follow the structure of MLife OR TotalRewards
    One I really think is quite easy to book, is GrandSierraResort in Reno.
    Their rewards portal (to check offers) is rewards.grandsierraresort.com
    When you log in, it looks something like this:
     

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  19. TIMSPEED

    TIMSPEED Platinum
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    Then I take my offer code and input it into their room booking engine
    and it's as easy as that (My Validation code is the same as my players card #; it auto-populates it)
    No fuss, no muss.
    and I think the better part is; they go off of "heads in beds" philosophy; where they don't block out a certain amount of rooms JUST for marketing...if you have an offer for a free room and there IS hotel availability; you've got a free room...none of this "Sorry we're sold out" bullshit (when the hotel occupancy rate is 50%)
     

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  20. htj

    htj Hot Tub Johnny
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    What i want from Cosmo:
    Easy, straightforward, comprehensive list of offers, with ability to book online. Bonus points if you can take into account a 2nd person in the room's offers.

    What i hate about CET:
    1) they have too many overlapping cryptic offers. (see screen shot)
    2) the booking screen sometimes defaults to ineligible room types and says "no availability". It sounds silly and totally fixable, but had me stumped for a long time why none of my offers were available.

    What i hate about MLife:
    Hotel offers don't always show up. This is getting better, but they used to email offers from a particular property and you'd have to call to book. Only the general mlife offers were online.

    CET screen shot of overlapping nonsense offers:
    upload_2017-4-30_22-52-10.png
     
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