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CET DOES read your survey opinions...

Discussion in 'LV Strip Hotels & Casinos' started by dbueler, May 2, 2014.

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  1. dbueler

    dbueler High-Roller

    Joined:
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    CET DOES ready your survey opinions...

    I had an issue booking my GO room at the Flamingo with a FSP offer for my Easter trip. THEN when I showed up at 4pm to check in, the clerk told me they had no GO rooms available, even tho the couple beside me (who were gold and platinum) get the exact room I had booked. Diamond services had called 2 days prior to my trip to confirm my requests, then I get the buzzkill of attitude, at Diamond checkin of all places. Full details are in my TR.

    So....I was brutally honest when I filled out the survey and how incredibly disappointed I was, especially since this has happened once before. I told them I've always been loyal to the Flamingo and love it there, but that I was going to have to look around on future trips if they couldn't get a simple reservation straight, especially after calling prior to the trip. Why bother me if it means nothing? And no room for a diamond but there is for a gold/platinum, give me a break. Don't sell the tier status if you aren't going to back it up.

    I rec'd an email yesterday from the VIP operations manager at the Flamingo, copying LV Region customer service. It is a long email at that. She was absolutely horrified at the customer service I'd gotten during reservations and especially at checkin. There are many paragraphs of apoligies. Then she did the following:
    1) I have a reservation for August and also for December. She found those (I certainly didn't mention them) and has blocked my favorite room for me.

    2) She has attached extra FSP to each reservation, which will be in addition to any offers I get. If I get an offer, I am supposed to email her directly and she will add the offer code plus the additional fsp for my inconvenience.

    It is truely a great reply, well written and lengthy, with actions I'm happy about. Checkin in the Diamond room has been such a drag, especially since it's my first interaction with the property upon arrival, but even more so because the customer service and genuine friendliness of all other employees really stands out.

    So, good or bad, do fill out those surverys you get via email.... they read them!
    diane
     
  2. 2VegasNuts

    2VegasNuts High-Roller

    Joined:
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    Good to hear they are caring and offering to rectify the poor customer service you received. I also fill out the survey after each trip (8-9/yr). The one time I had issues both the hotel and my host called me to get more details and made sure I would not have any issues in the future.

    Quick story, not Vegas....A couple weeks ago my family checked into Pointe Hilton Squaw Peak Resort. Prior to our arrival, we got an email to upgrade our room if available. We selected an upgrade to any room at any price.....$57/nt up to $447/nt additional. Anything. When we arrived, the clerk (who was wearing a "let me know if my service is not a 10") told me no upgrades were available. As we walked to our room, I noticed all kinds of empty rooms and went back to check in to see why we were not upgraded. The same woman told me they had nothing. I stepped away and then came back 10 minutes later and made sure I got someone different. He said upgrades were available to any of the 5-6 rooms at different levels. I filled out a Hilton survey and expect to hear nothing.

    So 1) It matters who checks you in. 2) Caesars is trying to do the right thing, not everyone is.
     
  3. jbball50

    jbball50 Tourist

    Joined:
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    Yep they do read the surveys. I got a reply back from the assistant hotel manager at TI about a problem I had with it taking forever to check out and how they went about checking out people that were behind the robed area while we had been sitting there longer and continued to sit there longer.
     
  4. miniwhale

    miniwhale Low-Roller

    Joined:
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    I had an issue at Caesar's Palace. I just stayed there one night and at 10pm when I went to the room to get to sleep for an early flight, the heat kept running and I couldn't get it to stop. I called for someone to come fix it, called back 45 minutes later, and no one came. I just wanted to get to sleep. I get hot as it is when I sleep, and when I woke up early in the morning, I had to call the airline to get on a later flight.

    I filled out the survey, let them know what happened, and someone called me within a couple days. He offered to upgrade my room on my next stay, and sent a letter with that info. and who to contact. I usually don't get comped rooms at Caesars, and the price of the room on our next trip didn't make it worth it. (We usually get comped at other properties). But it was a nice gesture and I was impressed that they did listen to my complaint!
     
  5. KarenTN

    KarenTN Tourist

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    So the Gold/Platinum folks that got the GO room were checking in in Diamond check in?

    I have learned that as long as I have been Diamond, the only way I feel sure to get the room I reserved is through a host. They can't give you a lot in discretionary comps, but they will secure the best room for you.
     
  6. Suekel

    Suekel VIP Whale

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    We had an issue on a trip last year where we tried to go to the bar at what was then Bally's steakhouse to have some apps and drinks, and the bartender basically told us to go somewhere else because he was busy and wouldn't be able to wait on us. It wasn't close to closing time or anything. I brought this up when filling out our survey and about a week later got a call from someone in F&B to follow up. So I agree they do pay attention and try to address problems that occur.
     
  7. imamelfan1

    imamelfan1 Tourist

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    I had an issue last July at The Flamingo where Valet had left my interior light on for my 3 day stay and of course, the battery died. They offered to jump it for me, but I ended up waiting another 2 hours for that to happen. I was so nervous on my 5 hour drive home that the battery would die again and I would be stranded. I made it home, but the battery did die again twice in the next few days. I took it to my mechanic and had to completely replace the battery.

    When I filled out my survey I made sure they knew how unhappy I was with valet. I received a phone call a few days later from the Flamingo Operations Manager. She was very apologetic and very nice. Since she couldn't comp my room for my next visit (I already get the free room) she gave me $200 credit (which was the cost of the battery) and her direct phone number in case I had any more issues.

    So, although I was pretty unhappy with that one experience, they tried pretty hard to compensate me for it and make sure I still keep coming back (which I do). Headed back in a few weeks!
     
  8. heatherlovesvegas

    heatherlovesvegas VIP Whale

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    Interesting! I always fill them out.. from wherever I stay.

    Especially at Flamingo. I'd stay in a GO room, NEVER in a FAB room. I'd probably leave if that happened. I never understood why hotels and airlines do that. Can't you just sell what you have? Why is that so difficult?
     
  9. LV_Bound

    LV_Bound VIP Whale

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    The past few trip I have received a survey via the e-mail.
    I have provided mostly positive feedback along with some recommendations and even told them to feel free to contact me.

    No concerns or issue so have not received a reply but am hoping they would contact me with regards to some of my suggestions.
     
  10. sybgal

    sybgal VIP Whale

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    We have had an issue only once during our many years of traveling to LV. It was at Paris. We had a great Red Room but the morning after checking in and unpacking for a 6 day trip, I noticed that there was water dripping from the bathroom ceiling. Within 5 minutes the phone rang & it was Housekeeping advising there was an issue and it would be necessary to change rooms. Asked us to please go to the check in desk so a move could be arranged. I went down and was helped by an older lady who obviously did not enjoy her job. She never smiled, apologized or even acknowledged the issue. She was typing away and I said "Would it be possible to get an upgrade for our trouble since this was a hotel problem?" She said.....and not nicely...."Why would we do that? We ARE giving you another room!!" I said, "excuse me??" She ignored me and just layed the keys on the counter. The "new" room was not even a Red Room. I called the desk and asked to speak to a supervisor but after waiting about 10 minutes with no one coming to the phone....I just gave up since we had to meet friends and would be late if I went back downstairs. Just let it go since I refused to let it damper our LV fun. When we got home I did receive the CS email and I responded honestly about my interaction with that clerk and let them know how disappointed we were with the level of CS received.
    About 2-3 days later I received an email response from the hotel manage who could not apologize enough and further said the clerk will be given mandatory training. He said he would be calling me to discuss our next trip. Later that day, he did call and couldn't have been nicer. He wanted the dates of our next trip and would reserve a remodeled suite for us.
    He did just that.....next trip we went to the assigned floor but couldn't find the wing with room number showing on the over-the-door listing.....Well...no wonder, husband finally saw our room numer was the double door suite that is not down one of the wings. WOW - his & hers bathrooms, king suite - with a fountain view.....it was clearly the nicest room we've ever had....we were living LARGE~!!! lol
     
  11. billyinpg

    billyinpg Low-Roller

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    How strange, I've never gotten a survey.:confused2:
     
  12. Auggie

    Auggie Dovahkiin

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    MGM properties read the surveys as well. I sent in a complaint and commendation on one stay at Monte Carlo and they called me the next day to ask me more about my complaint and if I knew more info on which employee deserved the commendation.

    When I said I didn't even know if they read those things she said they do and that every morning the surveys are calculated and customer comments get compiled and then they have a meeting of department heads that read and discuss the surveys and comments.
     
  13. jgates8

    jgates8 VIP Whale

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    I know the one I filled out for Tunica was read - I received a direct phone call on it. For Vegas I have never really had a problem that wasn't resolved to my satisfaction at CET so I haven't had to be too critical.

    I always do compliment & note time and date if I don't know the name of someone I do want to compliment. Example - security who came up quickly when I called to report the couple fighting in the next room and the things crashing into the walls lol.
     
  14. gotavegasjones

    gotavegasjones VIP Whale

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    A friend of ours just returned from a 4 night stay at Caesar's Palace. She tends to play slots for many hours each day. She is also addicted to VP crack machines. She doesn't play more than .25 cents a hand and never more than a dollar a pull at the slots. She filled out an online survey that she was prompted to do in a email she received the day after returning from Vegas. Her comments were entirely positive. Two days after submitting the survey she received a phone call from a Caesar's host thanking her for taking time to complete the survey. The host asked her when she hoped to return to Caesar's Palace. She replied that late August or early September would probably see her in Vegas again. Before she got off the phone she was booked for a comped (Room, Food) 3 night stay in August. She was stunned at the whole turn of events. I am now committed to the idea of completing every survey I receive from CET, Mlife or any other Vegas hotel/casino!

    later, GVJ
     
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