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Caesars Lack of Respect for Rewards Status

Discussion in 'Comps' started by Canadianeh, Sep 21, 2015.

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  1. Canadianeh

    Canadianeh Tourist

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    Group of us just returned from Vegas last week. Wife and I stayed at Caesars Palace first time in a few years. My wife had just achieved Diamond TR status a month ago during our stay at Paris. During that stay, the checkin clerk just told her to let the desk know if she made Diamond during the stay, and they'd comp the resort fees, which they gladly did.

    This trip, we check in to Caesars in the Diamond checkin, and the girl says "you know you'll be responsible for the resort fees". This, while my wife's Diamond card is sitting on the counter in front of her. We of course brought this to her attention, to which she got on the phone, clicked at her computer for seemingly forever, and came back to us saying there was nothing she could do, as at the time we booked, my wife wasn't Diamond yet. We explained we were at Paris a month earlier, and had no issues, and in fact when my wife booked this latest trip, she was told to call back when she attained Diamond, which she did - I personally heard the phone call she made. The response from the clerk - "Do you know who you spoke to when you confirmed?". Give me a break, how the hell would you remember a name of a clerk, who at the time told my wife "no problem, you're set"? So we check in, and the girl says we'd have to take it up with a HOST at the host desk in the casino. Go into the host office later on, and sit down with a Host...almost the first thing out of her mouth - "you realize that 80% of the people who stay at Caesars are Diamond, I'm not sure what I can do about this". Wow, such great customer service. Why should it matter what my wife was when she called to book the room, back in early July?? Fact is, we're checking in to our COMPED room (because she made Diamond), with her Diamond card in front of her... After sitting at her desk, being made to feel like we're insignificant and a pain in the a$$, she finally came back and announced "I was able to get the resort fees comped"...

    Makes one wonder if they're all bonused on how many TR members with status that they can 'cheat' resort fees out of?

    And to top it off, when we booked, my wife was told we'd both have casino credits on our accounts to pick up at the TR desk when we checked in. Went to collect that first night, and as nice as the clerk was, she said there was no record of it, and no one at any of their 'offices' to check with during the dinner hour, so we'd have to come back the next day. We did, and again, the girl couldn't find anything about any credits, and could we come back. We did later that second day, and now they were showing up on our accounts, but we'd have to come back the next day (3rd day of our trip) to collect them. WTH? This, in our day of computers? Talk about a fail.

    We'll be going back to Paris or Cromwell, where we've been treated VERY well, and with respect.
     
    New Years Eve Trip
  2. Nevyn

    Nevyn VIP Whale

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    I like the rooms at Caesars, but have found their front desk staff to be positively the WORST compared to other CET hotels.

    If it was me, I would not have let her move on to the next customer without first waiving the fee. That excuse is BS and I would not check in (essentially acknowledging the fee) and then go to a host to resolve. If she needs a host to do it, call him/her, I'll wait. Need a supervisor? I'll wait?

    I would also send in a complaint about your Caesars experience via email, letting them know you won't be back (I'd leave out the part about Paris or Cromwell). May get nothing out of it, may get something. Either way it lets you vent and lets them know they have issues, and maybe they improve their service going forward.
     
  3. Canadianeh

    Canadianeh Tourist

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    I did get their usual Caesars request for a satisfaction (or lack of) survey, which I completed very bluntly! I should have also said in my first post, before we even left home, I sent an email asking about the side entrance off of Flamingo,and if we could get dropped there by a cab from the airport seeing as we were going to check in at Diamond, and were in a Laurel Collection room. Answer I got back was very nice, and said absolutely, but cabs can't pick up at that entrance. No problem...we get into a cab from the airport and explain to him, and he was honestly afraid of dropping us there, saying cabs weren't allowed in that driveway. Sure enough, we get there and there are signs everywhere "NO TAXIS, LIMOUSINES ONLY", etc. I got him to pull in anyway, and the glares we got from the staff and limo drivers were brutal. Caesars sure is full of itself.
     
    New Years Eve Trip
  4. Film-Noir

    Film-Noir High-Roller

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    Just say no to CET

    Wow, what else can you expect from a Bankrupt Casino chain?
    I'm not diamond at CET & don't expect to be either, Just another reason why CET has not received my casino patronage in years.

    We were Loyal CET customers until we noticed the Casinos facilities & hotels Crumble, and total lack of even regular maintenance, nasty casino carpet, peeling paint, Lack of Cocktail servers, Threadbare towels, 6.5 BJ,
    hitting a Slot bonus round ($6 a Pull)& winning a @2.00, no Reward for your risk, high priced mediocre food,
    and The constantly Broken moving Walkway to Bally's (fix it already, u Cheapskates!)

    Vote with your player dollars, and patronize other casinos, that at least are nice to the players!
     
  5. win4me

    win4me Low-Roller

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    I tend to agree. I like Caesar's rooms, but I stayed at Paris last month for the first time and was very impressed by Diamond Registration & TR desk customer service! We did have an issue with slot tournament & spoke with a host who was nice, but had to be coaxed/coached by me (he asked my sister to come back the next day for resolution on their error in registering her & I said "can't you call her cell with the info?").
     
  6. paperposter

    paperposter VIP Whale

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    not to rain on your parade, but what paris did was unusualy, what ever your booked under at the time is what they will honor,

    if the reservation says resort fess only the host can remove them

    ,i would have called once u made diamond and before u got to ceasars and have them to rebook with out the resort fees otherwise the are actualy just following what you booked at the checkin the clerks dont deal with resorts fees and stuff like that.

    sorry to be a debbie downer but thats the standard at cet,

    im at ceasars alot never a problem but always take a print of my reservation but i know only a host can aprove those type of things.

    ps there was an hour wait on a sunday to get into the diamond lounge
     
  7. cphllps

    cphllps High-Roller

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    If I am calling to make a reservation, I always ask for a name and note it on my reservation and make sure I take a copy with me when I travel.
     
  8. Canadianeh

    Canadianeh Tourist

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    I hear what you're saying, but my wife was told when she booked, to call back when she attained Diamond, which she DID, 100%. I heard her whole conversation on the phone that day. And the clerk said she made the necessary changes and we were good to go! But she didn't write down the name - lesson learned. We did everything right and were told everything was good - until we checked in. And BTW, we walked away from that very 1hr lineup at the Diamond lounge on Sunday!
     
    New Years Eve Trip
  9. paperposter

    paperposter VIP Whale

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    we were probaly on line at the same time at the diamond lunge

    just a hint, next time have them resend an email with your updated reservation i always do also u can go on line and look to make sure.i trust knowbody but i always get an updated email when ever i change a reservation even if its just a tower
     
  10. leo21

    leo21 VIP Whale

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    I don't know what the clerk at Paris was trying to do but I've been under the impression that you would have to rebook the reservation to get the fees off. As for the Flamingo entrance, the fault lies with the person who told you that you could take a cab in. The entrance was changed to limo only at the same time they closed Laurel check in. I don't know the full extent of their intentions but I think they want it used by the 7Stars they are picking up in their limos, primarily. It is certainly no longer a Diamond perk. Before, just about anyone was using it and it was supposed to more exclusive, At this point your best recourse would be to get with customer service and let them know about the fails. However, from what I am hearing, although Caesars didn't handle these issues gracefully, the fault lies with your contacts before you checked in.
     
  11. paperposter

    paperposter VIP Whale

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    correct on the flamingo entrance, u can get dropped off therenby cab but they wont hail a cab or do anything else, its basicaly limo only and 7* valet all the rest must use the main entrance.

    and correct about Paris .
     
  12. Canadianeh

    Canadianeh Tourist

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    Interestingly, I had actually emailed Paris to ask about the case where my wife would turn Diamond while we were there, and just found the emailed response I got:"It is my pleasure to assist you with your resort fee inquiry. Diamond / Seven Stars members are not required to pay the resort fee. As part of your Tier Benefit, the Resort Fee bundle is optional. The resort fee will be waived as long as your wife reaches Diamond status before check-out. And please ensure your wife's is the primary person on the reservation to ensure the fees are waived when she becomes Diamond. Please let me know if I can further assist you."

    So apparently some members here have different opinions than what CET themselves say. Or in our recent trip's case, what Caesars Palace seems to think. In the email above, the clerk is pretty definitive that Diamond members do not have to pay resort fees, as long as that status is attained during the visit.
     
    New Years Eve Trip
  13. DaiLun

    DaiLun R.C., L.C., and A.A.N.G.

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    Diamond members don't have to pay resort fees, but any amenities used are ala carte.

    When I was Diamond I was never charged a resort fee, but was charged if I used the wireless.
     
    New Orleans 7* retreat. Food, food, and more food . . . .
    Tentatively Tahoe or LV . . . .
  14. paperposter

    paperposter VIP Whale

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    correct on the resort fees , if u use any u pay for what u use

    at mlife if your on a comp atleast at Bellagio , no resort fees free wifi thru a host
     
  15. Canadianeh

    Canadianeh Tourist

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    We also found last week in Vegas, that more and more hotels are offering free wifi in the casinos. I think I even read somewhere that the Caesars group has committed to offering free wifi in all it's casinos soon, if not already. We never had a problem being able to log into free wifi, I think at all the Caesars properties. It asks you to enter your email address, which I had done, until a bartender told us to just enter something like "[email protected]" and you're in! Whoever has that email address must be receiving a ton of spam from Vegas! lol.
     
    New Years Eve Trip
  16. God-Speed

    God-Speed Tourist

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    Sorry to hear about the issues that you had to go through. This is one of the reasons why we stay at MGM properties.
     
  17. Canadianeh

    Canadianeh Tourist

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    My wife and I both got emails today with generous offers for bonus points on our TR cards. There's now a whole thread on here about people getting those emails. Seems CET is pumping their points program big time, which makes it look like very soon, EVERYONE will be Platinum, ALMOST EVERYONE will be Diamond, and there will be a ton of 7* soon. They're really pumping their rewards program, probably to look good to their creditors in their bankruptcy case, but in the meantime, as the snotty host pointed out to us at Caesars, "You do realize that 80% of the people that stay with us are Diamond"...which makes one wonder, how many hotel room nights do they actually bill anyone for - is everything at CET comped? lol. Are they staking the company's future on "fill the hotel with comped guests, and you'll make it back in the casino?"
     
    New Years Eve Trip
  18. paperposter

    paperposter VIP Whale

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    they gifted points last year also, its not a bankrupcy thing , it there way to try to get you to spend money. cet has always been an easy comp for free rooms its the other stuff thats hard from them
     
  19. leo21

    leo21 VIP Whale

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    Diamonds are waived on the resort fee if they are Diamond at the time of the reservation. But if your reservation is made pre Diamond, they don't waive it. The easiest way to fix it would be to cancel and rebook.
     
  20. Champster1

    Champster1 High-Roller

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    I must have gotten lucky on my last visit. Stayed at Ballys during fight weekend in May with wife and son in law and his girl. Made diamond on the 4th of a 5 day stay. When I checked out, resort fees were waived and they comped $68 in buffets/food!
     
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