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Discrepancies with Identity Point Redemptions for Resort Credit vs. Identity Play?

Discussion in 'Identity - Cosmopolitan of Las Vegas' started by YOleven, Sep 11, 2018.

  1. YOleven

    YOleven Member

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    Hi everyone.

    I returned a few days ago from another excellent stay at Cosmo, and I have a question about how Identity points are allocated to resort credit and Identity play. My understanding is that Identity points earned through resort spending can be redeemed for resort resort credit only, while Identity points earned through machine play can be redeemed for resort credit or Identity play. Thus, there is a total "Resort Credit" balance, and an "Identity Play" balance which indicates what portion of the total resort credit balance can be redeemed for Identity play.

    Going into my most recent trip, I had about $450 available in my resort credit balance, of which approximately $250 was eligible for Identity play. Throughout my trip, I did redeem some of my resort credit at restaurants, and I also redeemed some of my balance as Identity play on machines. As expected, point redemptions for restaurant charges were deducted only from the overall resort credit balance, and Identity play was deducted from both the overall resort credit balance and my Identity play balance.

    Early on my final day, I checked my balance online and verified that I had approximately $250 available in resort credit, $60 of which was eligible for Identity play. I decided to redeem $100 resort credit and put it toward my hotel bill (I was on a 4 night comped stay but booked a couple of additional nights at casino rate), so I spoke with the front desk, and they were able to get everything squared away for the Identity point redemption. However, I checked my Identity account online after the points had been deducted for the $100 resort credit, and while my total resort credit balance was down to $150 as expected, I was surprised to find that my Identity play balance had been zeroed out. Unfortunately, I didn't have enough time to follow up with the Identity desk, but if my initial balance was $250 resort credit with $60 eligible for Identity play, shouldn't my balance have been $150 with $60 still eligible for Identity play after applying the $100 in resort credit to my room? It's almost as if $60 of my point redemption applied to the hotel bill was categorized as Identity play and not resort credit.

    It's not a huge deal, as $60 applied to my bill is essentially just as good as $60 in Identity play. However, in terms of earning Identity points, I think a lot of us find it a little more advantageous to redeem the maximum amount of eligible Identity points as Identity play.
     
  2. Chuck

    Chuck Platinum
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    Doesn't sound right.

    There's an Activity history page now. See if there's a row(s) on there that show what happened. If you can't reconcile it there, or if there's an error, email Identity. I haven't used points for resort credit, so I don't know what that would look like on the Activity page, but I've made a couple of inquiries in the past about point status and they've always given me a good detailed breakdown that tied out mathematically. Give them a couple of days.

    This is what a freeplay redemption looks like (see below), hopefully there's a similar type of entry for resort credit. Do you know for sure that only $100 was applied against your bill, and not $160? They may have botched that somehow.

    You may see a resort credit row for $160, or one for $100 and another for $60. If you don't see one case or the other, seems like you're missing points. If you do see a total of $160 in redemption activity, then yeah, it's not good, but at least you got full credit.

    upload_2018-9-12_3-25-1.png
     
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  3. momnkid

    momnkid Platinum
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    Has anyone checked the website real-time during their trip? That activity page is terrific and would be nice to have access to while we are in Vegas. When you using an F&B comp, nothing shows on the room balance until you have surpassed your allowance. We usually just hold onto receipts and keep track that way but that new page would be much easier to follow.

    Nah, not cheapskates but we also have points to burn at CET and M-Life so paying for food above the comp is silly.
     
  4. fraygul

    fraygul Bingo Nerd
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    I was checking the website real time during my trip. Was using safari on my iphone (in case this is helpful info). It was glitchy. Sometimes it was right, but most often it kept telling me I earned Gold for next year and reached Platinum and had everything else at zero. (i'm not gold for next year yet and and def not platinum) My resort credit was skipping around too. I think it was really 50ish and kept popping up to $100.

    I went to use my very little resort credit from identity points at Vitals, I bought a couple coffee mugs. It used my identity play first, then my resort points. I had already used most of it.. not upset or anything, but it isn't how it should work.

    Screen Shot 2018-09-14 at 11.13.26 AM.png
     
  5. YOleven

    YOleven Member

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    Thanks for the reply, fraygul. I emailed the Identity desk this morning and received a reply this afternoon. Evidently, when Identity points are redeemed for resort credit, the system deducts from available Identity play balance before deducting from the "general" resort credit balance. In my case, I had almost $70 eligible for Identity play when I redeemed $100 in Identity points for my hotel bill. So, as the Identity representative explained it...

    ...when you redeem points the system uses the points that are earned on the machines first. Therefore when you applied points to the hotel bill it used the slot points ($70) and then some of the points that were earned from experiential spend ($30).

    This also likely explains why my $100 redemption was split into two different Identity transactions...one clearing out my Identity play balance (which as I estimated was right around $70 at the time), and the remainder from my points eligible only for resort credit.

    Identity.png
    So, I guess the moral of the story is that if you're planning on redeeming a chunk of your Identity points for resort credit but also have a good amount of Identity points eligible for machine play, it's probably best to first redeem all of your Identity point play if you want to maximize your points eligible for Identity play. I would agree that it doesn't make much sense that redeeming points for resort credit draws from your Identity points eligible for Identity play before from drawing from the "resort credit only" balance.
     

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  6. fraygul

    fraygul Bingo Nerd
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    Yeah that is bogus if that's the actual policy. Resort can only be used for resort.. so I never use it. Mine is old.. It's the odds and ends of what I pay for after my offers. I haven't spent it on any of the trips I've been to there. it's basically worthless to me. So now I know this policy because I'm here on this board. The general public .. not so much. I only care about identity play so if I actually had a fair bit and it ate that first and left the junky resort credit I would be pissed right off.
     
  7. Chuck

    Chuck Platinum
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    Yeah, that's not really player-friendly. I'm very surprised they do it that way considering they're very player-friendly otherwise.
     
    #7 Chuck, Sep 15, 2018
    Last edited: Sep 16, 2018
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  8. Cosmo_Slot_Vice_President

    Cosmo_Slot_Vice_President Cosmopolitan VP
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    It never really came up before we launched the website but the system uses/takes gaming points before it takes non gaming points. It isn’t a “setting” we can alter, it just is how our system works. In a dream world, it would be FIFO, but slot systems unfortunately don’t ever function in the best possible case.

    Apologies for any frustration that one may cause.

    -KS
     
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  9. YOleven

    YOleven Member

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    Thanks for the note, Kevin. If you're ever in a position where you can fine tune the way the Identity point redemption works, it might be worth making some tweaks in the system so that Identity point redemptions for restaurant or resort credit deduct from the resort credit only balance before digging into the Identity play eligible balance, or draw from the Identity play eligible balance only after the resort credit only balance has been exhausted. If nothing else, it might save your Identity representatives the hassle of explaining to guests why their Identity point play balance has suddenly decreased or disappeared completely.

    Nonetheless, if I want to maximize my Identity play eligible balance in the future, I'll just make sure that I've used up my Identity point play prior to redeeming any points for resort credit.
     
  10. Goldenknight

    Goldenknight Platinum

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    That does sorta suck. I'll make sure to burn my identity play before I try and use any resort credits
     
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  11. Wanker751

    Wanker751 Chairman
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    I mean now we know so that's good!
     
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  12. CherriesJubilee

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    If you convert accrued gaming points to identity play during a trip, how long is that identity play good for? I’m guessing that once points are converted to IP they can’t be converted back.

    I guess the silver lining here is that at least you got actual value out of the converted gaming points in the way of resort credit—meaning you got a dollar off your bill vs a dollar on the machines which would likely get lost anyway. Sure, it’s not ideal...
     
  13. Goldenknight

    Goldenknight Platinum

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    As far as I remember it's instant at the machine so if you choose to convert to identity play, you play then at that time.
     
  14. CherriesJubilee

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    Yes I was aware the conversation was instant. What I meant to ask is what’s the expiration date of converted points— that trip, a year, etc? Perhaps if you did regular conversions to IP such as once or twice per day, it could shield from gaming points being used for resort credit.
     
  15. Goldenknight

    Goldenknight Platinum

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    I'm not sure it would matter. If I'm reading what Kevin wrote correctly, it uses gaming points first so even if you have converted it to Identity play it'd still be used first, unless you actually played with the Identity play so it was no longer in your account.
     
  16. fraygul

    fraygul Bingo Nerd
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    You intentionally use resort credit, so you would just play off your identity play first. It isn't a huge deal if you know about it. I had never used it before and that was my 6th trip. I'm not sure if they expire or not. The new website would be helpful for that.
    I only used it this time because I kept looking at it on the website. And I loved those mugs every time I walked by. Also the cute stuffed dogs but the little ones were gone.
    Before that, I knew there was a little bit there because the points on my machine didn't go to nothing when I used my identity play, but couldn't be bothered over nickels and dimes to worry about it. I feel like I get a fair amount back from Cosmo so I'm not all that uptight about it. (unlike CET where I would have used every cent cus screw them hahaha)
     
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  17. Chuck

    Chuck Platinum
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    It may be that the action you take at a machine shields them.

    So if you have 1,000 points AVAILABLE for Identity Play, they'll get taken. But if you've actually converted them to Identity Play, then maybe they're no longer available as resort credit. And I think what cherries is asking is, what happens if you don't actually play all of the converted amount before you leave.
     
  18. momnkid

    momnkid Platinum
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    You are onto something here, Chuck and Cherries. What if you were to convert to Identity play first and then go to checkout/gift shop etc? Would it force them to take from the resort credits at that point? Hmm. I will check this out on my upcoming trip. T-9

    I can ask at the desk about converted Identity play and an expiration date. I have never concerned myself with it because I can't help but use it all lol.

    What I'm hoping to do this trip is not get so high or drunk that I accidentally hit the Point Play button when there is Identity Play available. I did this the last trip and smacked myself soundly for the error.
     
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  19. fraygul

    fraygul Bingo Nerd
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    I was really really not feeling well last week and was kinda spun out. I know I was trying to do point play and kept screwing something up. It converted and the points were gone, but I think I was doing something dumb with my money (like putting in 1's instead of 20's). It didn't work. and then it wouldn't let me convert again. Said nothing was there. On the next machine I went to, my points were back, which leads me to believe that converted point play would go back to points? I wish I had been a little less messed up so I knew what was actually going on.
     
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