Another 'what would you do' question....

Okay....so, I'm back from my solo birthday trip - stayed at Boulder Station (I really like this casino). But, of course, there was a snafu of sorts. Here's how the situation goes -

I had used back to back offers for my four day stay. The first one was for one night comped and the second was for three nights comped. On check in, the clerk informed me that on my second offer, I also had $100 in food credit and $800 in promo chips. Wow! What a score! And for a low/mediocre roller like me!!??? He noted that was an unusually high amount, but, that I should check with the Cashier's Cage the next day.

So, the next morning, I did. I spoke to an attendant at the Cashier's Cage and they told me to come back in an hour - giving them some time to check out the offer. I came back and was informed that the marketing director was contacted, and said it was an error. A couple of messages were left with her, but - she never got back to me.

I did use the $100 food credit offer. But, was slightly dismayed about the lack of response from the marketing director about the promo chip error.

What would you do? And, should I have been given something else in lieu of the error? I'm really kind of stuck on this one....

 

If I had made the trip because of the offer I'd make all kinds of noise. In the situation you describe I would like to thing that I would understand that sometimes people simply make mistakes. Pretty crappy of her not to even respond though...

 

Yeah, because you didn't actually rely on the offer to come to Vegas and it was queried by the casino when they first mentioned it, I wouldn't make an issue of it. However, the lack of response from the marketing director is unforgiveable.

 

If I were really upset about it, I would write a letter and send it by certified mail/return receipt requested, to the highest person I could find. I would bet that you would get some sort of response. If I wasn't upset over it, I wouldn't do anything.

 

The key is definitely whether your trip was based purely on that offer.
If so at least one letter needs to be sent out. One to corporate and one to the manger of the property.
We had a royal screw up on our trip and after a well written letter when we returned I felt they resolved the issue to our satisfaction.

If you do write a letter, do not rant, but state facts and explain the issue very professionally.

 

Agreed
Your trip wasn't based on this "windfall," but once told of it, it got your blood flowing and brightened your trip experience, only to have your elevated mood deflated, making the balance of your trip less enjoyable, as you felt that you had something taken from you...I assume I am correct in your feeling this way?
I would assume since you like Boulder, you've stayed there a few times, or at other Stations properties? Then say so. Let them know you're loyal to Stations and not the strip

 

I am going to take your advice and write a letter to the Boulder Station management - just explaining the issue, etc. I can fully understand them making the error, but to get me excited about it - then take it away...it made me feel "robbed" in a way.

I'll write the letter and keep you posted as to the outcome.

 

So, I am curious. When you went to the window to get your freeplay, what exactly did you say to them? And why did they say they had to check on it vs just giving it to you?

 

I got an email from the marketing director today. Here it is......

"I am writing in regards to the promo chips offer that you were offered during your stay at Boulder Station. The offer was uploaded in error and I was told you received the correct offer at the Cage. I want to apologize for the inconvenience and make it up to you in any way I can. I am told I missed a call from you and I apologize, I missed it somehow. Please let me know if I can assist in your next trip to Boulder Station with a room comp."

I wrote back to her and asked her what the "correct offer" actually was - cause I didn't get any promo chips at all.

In response to the question of what I said at the Cashier's Cage is:

I went up to the Cashier's Cage with a print out from the front desk clerk stating I had $800 in promo chips and $100 food credit. I showed the cashier the print out and told her that I was instructed to come to the Cashier's Cage to redeem the offer. That set the wheels in motion, so to speak. Remember, this is Boulder Station - I don't believe there's a whole lot of guests there that have "earned" that amount of promo chips. Just my guess...

Which leads me to a general question to the board - has anyone ever gotten any promo chips, and, if so - how much?