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Venetian frustration

Discussion in 'Club Grazie - Venetian/Palazzo' started by Wiscolovesvegas, Jan 3, 2019.

  1. Wiscolovesvegas

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    Back story
    We have been loyal to Venetian for the last 5 years despite our opinion that they are turning their focus twords conventions and attendees. In 2018 we doubled our gaming with them and also everytime my husband was out to Vegas with work stayed with them. He was always transparent with our host about when he was their for business and did not take any upfront comps, outside of casino rate. So we went twice for pleasure (over 140,000 in slot points) he was there additionally 4 times ( business... little to no gamble) and clearly hit platinum,( we’ve always been gold around 65,000 points) they have always treated us fair. Comp rooms, average of $350 FP and 100 in FB. We are pretty laid back and have always felt fairly treated. We are low rollers but play on average 12-18 hours a day on slots. ( ok don’t judge... I’m dedicated to my craft And have no need fancy long drawn out meals lol) I like to gamble when I’m there. Haha
    So you can imagine our shock when we called our host to book an upcoming stay in March for 4 nights ( only need 2 nights comped as my hubby starts off for business the first two) and she was more than happy to oblige but said “ ok we can also offer you 75 in FB and 2 drink tickets for rosina” think that’s the name anyway... it’s the bar on the palazzo side that we tried out last time we were there for pleasure in May. My husband was like wait what, why so low on FP and no FB? She stated that’s all she can offer based on play. I explained to my husband that because he didn’t play much while on business it’s reflective on offers. Here’s what upsets me. Our host full well knows our gaming pattern when we are there for pleasure and my husband has always been upfront and we have never taken comps if he knew he wasn’t going to play much. At least she could have tried to over ride and give us a little more. Am I wrong to think this? He wrote an email to a higher up guy stating what happened, his frustration etc and his response was basically “ too bad too sad, my husband then thank him for his response and let him know we would take our business elsewhere to which he replied “ when your ready to come back to us, reach out direct to me” we left it at that but thought “ come he’ll or high water we will never be back!)
    Sorry to be long winded and maybe I’m wrong but it makes me so mad. May I mention.. doubling our play resulted in doubling our losses(darn no handpay or anything. Lol)
    Thankfully we sent our info to Cosmo and they were more than happy to give an upfront offer of 1bedroom terrace overlooking the fountains, along with limo and vip check in. Very kind of them. Again we aren’t high rollers but we are dedicated slotters that put in some long hours at those machines. Haha.
    We feel like venetian could care less these days and it sucks as we have met many employees that were like friends over the years. Oh well hopefully we will like Cosmo and they will like us :)
    Thanks for letting me vent.
    Ps: I suggested to my husband that when he’s in town for work to not stay at Cosmo because I believe they operate the same way and even though he’s not taking comps, they still look at your gaming. Am I correct?
     
  2. Sindustry

    Sindustry Palladium
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    When your husband is in town for work, maybe he should avoid using his players card completely. Another suggestion is for both of you get separate cards and use your players card when you are both in town for pleasure and pure degen. When he is in town for work, he can just use his own card. Your account will continue to get the good “normal” offers, while his will just be reflective of his play during his work trips.
     
    beanie03, undathesea, DRPinVa and 6 others like this.
  3. NickPappageorgio

    NickPappageorgio ¿Quién vigila a los vigilantes?
    VIP Pledge Member Founding Fanatic 2018 March Madness Winner

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    You are correct that your offers are based on your theoretical losses and not on spend. Tier levels can be based on spend but they are usually separate from FP etc. (Although some 'perks' can bet tied to tier levels)

    Sindustry has good advice, above, about possibly getting separate cards, he can even use yours on trips where you're in town gambling together, and hitting those 12-18 hour sessions, use his for the business trips when he's gaming less and you might get the best of both worlds.

    To the bigger picture however.

    Yes, VP seems to be making a pivot toward conventioneers who are typically there using expense accounts for room and food, and their own money for shopping, some gaming etc. Word is that WynnCore is pivoting this way as well. That's the bad news.

    The GOOD news is you have options (still) in Vegas and are free as a consumer to vote with your feet and wallet as you've chosen to do with Cosmo.

    Also, I don't think the person in management really did anything all that wrong. He expressed sorrow that you are leaving, and offered you a contact back should you decide to return.

    As I always tell people: "The Customer is not always right, but they are still the customer" and I think he did an OK job treating you as such, despite the fact he knew his answer was not going to be the one you wanted to hear.
     
    #3 NickPappageorgio, Jan 3, 2019
    Last edited: Jan 4, 2019
  4. KimiCoconuts

    Founding Fanatic

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    In my opinion a good host would definitely know how to override and fix this situation, or at least explain it to you in a nicer and better way. My host at the NYNY is always fair and honest so there are no missed expectations!
     
  5. KnotGillty

    KnotGillty Bronze

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    Stay at a different hotel when on business. Don't make that same mistake twice. Put in a little play at another property while at Cosmo, in order to get other offers that will work for your business purposes. My 2 cents.
     
  6. Wiscolovesvegas

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    These are some great ideas!! Thanks everyone. :) I’m just sad our host wasn’t willing to do something/ anything considering we have been loyal and have never asked for anything outside of what they have offered nor took advantage of comps when we could have. Lesson learned and I look at it like it gives us the opportunity to try something new. :)
     
    MNSlotLover and Tessa QC like this.
  7. dvandentop

    dvandentop Chairman
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    Sorry to hear it definitely sounds like the law of average on ysing card on non gamble trips caught up.

    I would in future stay at a whole othet chain of properties when in town for work trip.

    Sucks host cant help ya out i am sure their hands are more tied by the penny counters more then ever
     
  8. Indianasoxfan

    Indianasoxfan Platinum
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    You made a very good choice selecting Cosmo. You will love it there, be treated very well and you will be surprised at your next offering from them. It’s going to be big. I agree with the others who said to stay somewhere else when you’re there on business. It is very common to overrate ones relationship with their host but I always try to to remember their job requires them to be nice but the bottom line is making money for the casino. Nothing is free in Vegas and any perks received are earned because of our play not because of friendship.
     
  9. bryanrock28

    bryanrock28 Bronze

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    You

    I feel the same. My Freeplay has become almost non existent with V/P. I am also going in March staying at Wynn and Cosmopolitan. Seems Cosmo has the best players club on the strip and treats you well. I might not even step foot in V/P this year.
     
  10. Wiscolovesvegas

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    I can guarantee that we will never step foot inside V/P again. We are excited to try Cosmo :) sucks having to start all over again in establishing ourselves but sometimes change is good. Good luck when you are there in March! We will be at Cosmo the 6th-9th. If your around maybe we can meet up for a drink and complain about V/P. LOL
     
    MNSlotLover and Tessa QC like this.
  11. bryanrock28

    bryanrock28 Bronze

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    We are staying March 2-5th.
     
  12. Wiscolovesvegas

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    Very very true!!! I’m in business and maybe I’m old school but I work more on the philosophy of a short term loss for long term gain in certain situations and it has always seemed to work out in the end to my favor. Keep customers happy and give them zero reason to leave. :) but again your right nothing is FREE in Vegas!!! And I’m definitely heeding your advice with my next host. :)
     
    MNSlotLover and Tessa QC like this.
  13. Wiscolovesvegas

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    Shoot just missing one another !!
     
  14. treyster

    treyster Bronze

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    V/P drove us away 2 yrs ago, same kinda crap.
    V/P attitude is sorry you're leaving but someone else is coming.
    Cosmo trying to recruit and keep players.
    Like others said, stay one place for business and stay another place for slotting.
     
  15. CherriesJubilee

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    If you insert your card into a machine or give it to a dealer at the Cosmo then you immediately start a "trip" in their system. I would assume that if you make a reservation and your Identity number is already part of your profile or if use your Identity number at a restaurant then that too would generate a trip. At that point, all your play over the next ~7 days becomes part of that particular trip theo. And from the trip theo, offers get generated. So yes, you better believe Cosmo would do that same thing as V/P in terms of reducing offers because of prior low play trips.

    I like Cosmo and stay there all the time, but I find their slot machines are rather tight. So bring lots of money if you truly play for 18 hours, cause it will likely go quick.

    Finally I wouldn't have gotten mad at V/P or the host. I would be willing to venture that most hosts are only allowed to do what the computer allows. I can understand not wanting to stay their for a trip or two or forever. But it's not wise to burn bridges.
     
  16. Wiscolovesvegas

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    Thank you for all the input ! And the heads up on Cosmo but venetian has some pretty tight slots as well, so I’ll feel right at home. Lol
    We are not mad per say at our host just perhaps disappointed. I still feel like she could have thrown something ... anything even 25 in fp and it probably would have kept us from leaving. Again just my opinion.
    Yeah 18 hours is crazy but we go to Vegas on vacation only twice a year so let’s just say we try to make the most of it. Lol!! I checked in randomly on a past stay and we were logged in for 58hrs outta 72.... pretty sure a personal best( the true degen just comes out) haha. More or less it’s more an average of 12-14. We don’t leave the resort typically and eating ....well.... I’m from wisco ... give this gal a drink and a slice of pizza or cheese curds ( just kidding ... unless deep fried) and I’m good to go!
    I do agree these things are not worth burning bridges but there’s no bridge to burn ..... as we are choosing to try out something new:) Just like when we left MGM and switched to Venetian. Change can be good.
    This is why I think this is the best forum .... everyone has great honest advice and because of so many I’ve learned and continue to learn:) thanks so much again for taking the time to respond, it certainly helps :)
     
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  17. crystal

    crystal Platinum
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    Seeing we have the same host at V/P you made the right choice. Worst host I've came across and she has no clue how the comp system works not to mention is always out of office and takes 4 days to reply to an email. Sit back and enjoy the new adventure at Cosmo you won't be disappointed!
     
    MNSlotLover and Wiscolovesvegas like this.
  18. Wiscolovesvegas

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    Haha she is a dandy!! I’m really looking forward to Cosmo and all that it has to offer! I will definitely let you know how it goes!! T-minus 8 weeks from today ( not that I’m counting or anything. ) lol
     
    MNSlotLover and crystal like this.
  19. ReelHappy

    ReelHappy Bronze

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    Do you mind my asking the name of your host at V/P? She sounds just like my host. Many mistakes and miscommunications.
     
  20. Mr2BOBCATS

    Mr2BOBCATS Silver

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    I'm currently going through basically the exact same situation with CET. My wife and I had been loyal for most of our gambling lives (which to be fair isn't that long - we're in our late 30's) and in 2018 we started to not really feel the love from CET as much as before - to the point where we tried Cosmo. On our first trip in September where we stayed a couple nights and did a 'normal' amount of gambling and the follow-up offer was 4 nights, $425 FP,, $200 RC. I used that offer for a solo business trip in December and played about half (since I was solo) and the follow-up offer was still decent at 4 nights, $275 FP, $125 RC. That's in addition to the $250 in identity play we had converted.

    So in December I talked to my CET host in person and said that the offers we had been getting from Cosmo were significantly better than anything we'd ever gotten from CET, particularly in the last year. She said to send her the Cosmo offers and she'd see what she could do. I'm starting to plan out a May trip so last night I sent her the offers and the coin-in / actual loss that triggered them. And I explained to her that my wife and I don't have the gambling budget to be able to split between properties so 2019 would be either all CET or all Cosmo. Her response:

    After speaking with my Director and reviewing past trip casino play with Caesar’s Entertainment, we won’t be able to honor the kind of offers for free play and resort credit you receive at Cosmo.

    However, you do have an offer with us for $100 dining credit that will be available in May and would be happy to assist with booking upcoming trips for you. Based on casino play at end of stay, we can review for any additional comps towards hotel charges. Your next trip casino play will determine what I am able to do going forth on any upcoming reservations.


    To me this seems pretty short-sighted on their part but it once again confirms that Cosmo's player club is so much more player-friendly than the rest. It's interesting that she mentioned the back-end comps too since in our experience the vast majority of those had always been paid for using "reward credits" which is something we could have done on our own - so that's not exactly anything special.

    For us, not only will 2019 be exclusively Cosmo while in Vegas that also means for CET that we won't make a point to visit Caesar's Windsor which is only a couple hours away. On top of that, we are going to Windsor on Jan 26 for my father-in-law's 70th birthday and until last night was planning a $3k bankroll to re-attain diamond status for 2020. I don't see that happening now - we'll play just enough to justify the free room and unless we hit something big we'll shut er down and start saving for Cosmo in May.

    Between CET and Cosmo last year our actual loss was somewhere in the $10k range. CET must think we are either stupid or degenerate enough to give some of that to them no matter how they treat us. Think again.
     
    fraygul and Wiscolovesvegas like this.
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