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Venetian/Palazzo Club Grazie Problems

Discussion in 'Club Grazie - Venetian/Palazzo' started by IzzyLasVegas, Aug 8, 2017.

  1. IzzyLasVegas

    IzzyLasVegas Bronze
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    Hello,

    I wasn't sure what to call this thread so forgive me if it's the wrong title.

    First of all, I'm a loyal Palazzo Glub member probably to my own detriment. I've been going there since 2002. I've been a gold member and some years a Platinum member. I don't have any big wins nor big loses so it always feels like I'm even. But we love the restaurants, the rooms, and for most part the casino. For the last three years, I've been a platinum member. For the past 7 years, I've been getting a birthday promotion and I always go in September. The last couple of trips, I've used the new online system where you get a link to a promotion and then chose your dates. Some dates are grayed out (I'm assuming to indicate when the promotion doesn't work). So two weeks ago, I go online and request my birthday promotion for Sept. 13 - 16. Since those dates are not "greyed" out, I assume everything's good and I've never had a problem with my host (same host for 7 years) using the birthday promotion. Plus, I'm a platinum, it's guaranteed right? Also, I bought my plane tickets the same day I made the birthday promotion request.

    Well, I was so wrong. I received an email from my host today, telling me that the hotel occupancy was too high on the dates I selected and no comp rooms were available and I needed to chose alternate dates. I told her II already scheduled my flight and couldn't change the dates. Plus as a Platinum member, should I have guaranteed suite? She said again, there were rooms available but no "comp" rooms available.

    Has this happened to anyone else before? I feel like if she had made the reservation two weeks ago when I made the request, the comp rooms were available (per the online calendar) but now they are not. I'm really disappointed that I used all my gambling time and money there and even Platinum members are going to be made to pay for rooms. I'm very frustrated because I let go of the other hotel clubs to focus on V/P and it really seems to be wasted.

    I can't believe I'm going to have to pay for a hotel room in Las Vegas now. I haven't done so in over 15 years. I'd appreciate any advise. I don't think there's anything I can do about Palazzo or my host, but any advice on other hotels, etc or anything to make myself feel better about this situation would be great.

    Sorry, I didn't realize this post had gotten this long.
    IzzyLasVegas
     
  2. VegasChic

    VegasChic Administrator
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    Oh my, I'm sooo sorry to hear this happened, and for your birthday too! As a Platinum member there too I know the investment it takes to get there I hope this isn't that start of V/P pulling out on comps- again.

    One suggestion for what to do now is try and see if @Cosmo_Slot_Vice_President has any ability to do an offer match at the Cosmopolitan. With such short notice you may be up against low vacancy at the properties.

    Otherwise I'd reach out to a host and see if you can at least secure a casino rate. At the end of your stay have a host review the play and most likely for your level it will all get taken care of on the backend.

    Just be sure not to book through external booking sites for the hotel, if you do that it cannot be comped off by a host.

    Hope this helps and please keep us updated on how you land!!
     
    beanie03 and Jchi91791 like this.
  3. IzzyLasVegas

    IzzyLasVegas Bronze
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    Thank you VegasChic for the advice.

    I emailed my casino host again and pleaded for anything available and again stated that I made the request weeks ago when the comp rooms were available. I received her reply and she said she went to her management to ask if she could backdate my reservation so that I could receive the comp room and showed my email request from weeks ago. Thankfully, they approved and she said she'd make the reservation. I'm waiting for the confirmation from the hotel before sighing with relief.

    However, I'm annoyed that I had to go through these extra steps. Frankly, I feel far from being a VIP and that's the main reason, I've continued playing and staying at Palazzo. I hope everything goes well and get over this bump but I need that confirmation before I'm happy with this.

    Maybe I should take this time and start playing elsewhere because who knows what's going to happen in the future. But then I'll probably get penalized for not playing that weekend.

    Also, I never stayed at Cosmo. Is it great? I should read some reviews.

    Again, thanks VegasChic for the advice. Keeping my fingers crossed that I get that confirmation soon.
     
    momnkid likes this.
  4. Chuck

    Chuck Platinum
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    I'm glad you were able to apparently get things straightened out at V/P. But it is a good idea to not keep all your eggs in one basket, for this very reason.

    I would either:
    • Prior to your next trip after this one, take @VegasChic 's suggestion and email Cosmo and see if they will do an offer match, or
    • Go over to Cosmo on one day during your next stay and run some coin in through some slots, say $500 or so, with the expectation that you will get a teaser offer in response.

    Option 1 is really the safer and cheaper one. See if you can get a good offer in hand without having to invest anything upfront.
     
    momnkid likes this.
  5. ardee

    ardee Bronze

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    Hi, IzzyLasVegas.
    Very sorry to hear about your situation.
    Platinum status doesn't seem like it matters much anymore at Palazzo.
    We were given a different host about six months ago.
    Husband and I generally like to do 2 night visits, as we can drive in from Southern California.
    We do this several times a year and for the past 3 or so years, we spent most of our time
    staying and playing at Palazzo. (Every other trip was Wynn...and more recently Cosmo)
    In April, the new host wrote us back to say he couldn't honor the free play because we'd
    have to stay 3 nights to fulfill requirements of offer.
    I wasn't having any of that because the mailer clearly stated a MINIMUM 2 night stay.

    Needless to say, he got a sternly worded email, basically telling him he could
    go stick it because we could stay on an offer at the Wynn (We had tickets for an
    appearance by Mel Brooks, so I was fine with switching over there anyway).
    He wrote back to say he'd have to "ask for permission from his supervisor"
    to "allow it this one time".
    He semi-apologized and the offer was honored.

    We played enough that all our expenses charged to the room were taken off, etc.
    Now, the offers are for 3 night stay minimum. No more mailers, I'd have to
    book through host because it doesn't give the description of the offer on the
    Grazie players club site when we log in.

    My guess is that there are many Platinum level players and they are trying to weed
    out as many as possible by upping the minimum stay dates for those who they
    feel are on the lower end of Platinum.

    Really left us with a bad feeling about the place and we may stay one more time
    to check out the Grazie Gifts event in November...but they aren't going to get much
    play from us because the offers don't suit our wants or needs for a Vegas stay.
    I'm sorry to go on about this on your thread...I just felt I related to your situation,
    though I know you had to go through a lot more and I feel for you.

    They should just cut to the chase and up the points requirement for Platinum
    and/or add a tier level instead of playing these games.
    Rant over.
    I do wish you a very Happy Birthday visit to Las Vegas and that things turn
    out for the best in the crappy situation they handed you. :)
     
    Tessa QC, Jchi91791 and jenblase like this.
  6. momnkid

    momnkid Platinum
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    Wow, just wow. I am sad that there have been so many problem emails/posts recently. Not just for V/P but the rest too. Why do they want to alienate loyal players?!?

    Of course, I am going to second the advice to reach out to Cosmo and put in a little time exploring the property and their rewards program. They appear to be listening to their patrons and treating them fairly.

    (Please, please, please Cosmo, stay Superman. So afraid one day you'll become the Joker.)
     
    jenblase likes this.
  7. claired67

    claired67 Gold
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    Online rates at Venetian are $599/599/999 for those days so good that your host was able to get you the room you requested and you're not stuck finding somewhere else to stay. Cosmo is $800/night that weekend so maybe you're just going a really busy weekend and everywhere is priced high.

    Did your host explain why there was a delay in getting it confirmed?

    Glad that it worked out for you in the end and I hope you have a great birthday trip!
     
  8. VegasChic

    VegasChic Administrator
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    Really glad it worked out, but certainly a cautionary tale for their online reservation system. I would have thought it booked it in for you at the time, but even if it didn't- two weeks is completely unacceptable as a reasonable timeline for the host to confirm. That's a heads up I will certainly ensure I book direct through the host, and if she's not available then the toll free number!!
     
  9. Wickedwinner

    Wickedwinner Silver
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    I'm going to cut in here and ask a V/P question. I just booked a two night thru a host on an offer. When I got my confirmation it said I would be charged resort fees. When did that happen? I've not had to pay them before at V/P. Is it possible for them to comp them off on the backend? That was one of the reasons I liked it there.
     
  10. VegasChic

    VegasChic Administrator
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    I actually just had this clarified a couple weeks ago. They maintain that for their comp players they are optional, so it's not mandatory like the confirmation shows.
     
  11. Wickedwinner

    Wickedwinner Silver
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    Ok thanks so much for letting me know. I wasn't going to cancel but I was a little peeved my host didn't say I would be charged when he called me confirm. Feel much better now
     
    VegasChic likes this.
  12. Evoni

    Evoni Palladium
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    IzzyLasVegas, I'm glad things worked out for you, but while Platinum status guarantees a room as you found out it doesn't guarantee a comped room. However I think your host was at fault here for not immediately going higher up and getting approval for you to have your comped rooms and you shouldn't have had to plead with her. I have had this happen in the past where my host was on vacation so I called up VIP services and was told they were sold out for my dates, however once my host returned she immediately contacted her VP (she is director level so I guess it takes a VP) and got approval.

    I'm not defending Venetian/Palazzo though as I'm really tired of some of their penny pinching during a time when Vegas is busy and they are making plenty of money. The changes to their VIP lounge as far as being able to get refreshments late at night really turned me off. Though the real deal killer for me that doesn't apply to most other gamblers is their policy of slot recording.

    Ardee, I'm not sure what is going on with your offers, other then your host being a issue like above. I'm still getting emails, mailers and while most of my offers can't be seen online if I want to know what they are before the mailer comes I just call the phone number. Your host was wrong about the 3 nights as you already know. I called up VIP marketing a week ago because my host again was on vacation and I didn't want to wait since I was inquiring about dates during labor day weekend and while my offers said 4 nights, $750 free play and $250 resort credit, I was able to book it for only 2 nights with VIP services and they promised I would get the full amount of free play and resort credit. In years past on the offers they did say minimum of 2 nights but if you recall they also took the free play and resort credit down a certain percentage and now it seems like they have stopped that.

    I don't blame anyone for having hard feelings over the way they are treated as Platinum level should be treated as VIP's. I think they should bring back the service and perks from the past and just increase the points like Ardee mentioned. Years ago it used to take 600,000 points to be Grazie Platinum which was to high in my opinion and obviously management figured that out so they lowered it, but I'm thinking that 175,000 points was to low so now that business is back and they are doing great, I wouldn't be surprised to see them take it to 250,000 or 300,000 in the future.
     
  13. Vegasboundsoon

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    Actually platinum doesn't guarantee you a suite as I recently found out
     
  14. crystal

    crystal Platinum
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    On a side note one thing I think people tend to forget to take into account is how many nights/ stays it took them to hit Platinum. Some people hit it in one or two stays averaging more coin in than some people who state they are loyal platinum and go there every month. Although both will be Platinum the person with 2 stays will have much higher theo.
     
    Evoni likes this.
  15. Evoni

    Evoni Palladium
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    It says in their perks that with 24 hours notice it guarantees you a suite, which has been my experience even when sold out, though that doesn't mean a comped suite. So you are saying you offered to pay for a suite and at Platinum status with 24 hour notice they would not book you? If so they better edit that out of their perks posted online. :)
     
    Rickjt62 likes this.
  16. Vegasboundsoon

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    That's correct. I was paying for the suite and they would not book.
     
  17. IzzyLasVegas

    IzzyLasVegas Bronze
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    Just a small update. I did get confirmation with my birthday promotion so everything's set. I'm shocked at how high the nightly rates are midweek but in my defense, I did request the dates two weeks before my host tried to book it. No response to why it took her so long to book my request but I should have known there was a problem because with my previous online requests, my host emailed me within a few hours to confirm and get my flight info. This time, I didn't hear back and I should have emailed her directly and if she was on vacation, I would have called them directly to book. I will definitely not use the online site again without emailing my host too.

    I do plan on diversifying now. I can't rely just on Palazzo especially since it seems, they're cutting back on perks. I totally agree they should have increased the point minimum for Gold Level which is way too easy to get. Probably for Platinum too.

    It looks like Cosmo would be a good choice but what about Wynn? I used to stay at Bellagio alot but haven't used my MGM card in years.

    Thank you for everyone's input. I feel so much better now.
     
  18. Edonidd

    Edonidd Member

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    Always been just a lurker here, but I feel the need to point out September 16th is the night of the Canelo/GGG fight. That's a major contender for fight of the year, and if it weren't for the Mayweather fight it would be getting the most hype since probably Mayweather vs Pacqiauo.

    I'm glad you have everything sorted out for now, but that weekend us going to bring all of the biggest whales to town. I would expect lots of people to be getting bumped down to lower accomodations than they're used to.

    If you've ever been to a big fight night in Vegas you know how it will be. And this is one of the biggest. It probably doesn't matter how "diversified" you are, every property is going to be busy.
     
    #18 Edonidd, Aug 23, 2017
    Last edited: Aug 23, 2017
    VegasChic and SamIAm like this.
  19. choob99

    choob99 Member

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    Player's Clubs:
    TR: Diamond
    Mlife: Gold
    Trop Advatage: Platinum
    Grazie: Platinum
    Identity: Sterling
    I have a feeling I know who your host is.......in my humble opinion she is worthless, if its the same one as mine.....I have no idea how to switch hosts or I would have years ago.....here is my problem that has been ongoing for 4 years now and STILL not solved.....I get NO offers from V\P no email, no regular mail, no free play, no slot tournaments, no cruises, no free rooms, nothing at all! I have been a platinum player for 4 years I go to Vegas 6 times a year and it takes me 2 of those trips to renew my platinum.....my points every year are around 400-500K.....I have asked my host 10 times at least to please fix the marketing problem because I get NOTHING from them, she still has no answer 4 years later.....now she does always give me a free suite and I don't pay for food or anything else so I can't complain about what SHE gives me, but I'm loosing 10's of thousands in comps and offers because I'm somehow just eliminated from the marketing department and in 4 years she still hasn't been able to fix it.....anyone have any idea how to get this fixed? And get some of the tons of missed offers Ive had made up to me in anyway?
     
  20. VegasChic

    VegasChic Administrator
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    Have you contacted Grazie or marketing directly? I find hosts in general don't like to bother spending much of their time dealing with player card stuff.
     
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