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Filled out a survey, got a call from Showboat AC.

Discussion in 'Non-Vegas Hotels & Casinos' started by NickyDim, Feb 14, 2014.

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  1. NickyDim

    NickyDim VIP Whale

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    As many know, after a stay at a CET prop you get a survey. I filled it out like the good Total Rewards player that I am, but never in a million years think that my comments were read by anyone. Guess what. I got a call from the director of Table Games for Showboat after my last survey from my visit last weekend.

    At the end where the comments are I requested that the game Mississippi Stud be brought to Showboat. I explained how on my way to a 2 night stay there I had to stop at Harrahs AC first just so I could play where it's offered.

    So last night I get a call from this Dir of Table Games to ask me more about my request. I told her that MS is common in many CET props around the country and is really the only thing missing from this particular casino. I also explained that it needs to be $5. I told her I use to play it at Bally's AC, until they raised their limits and it force us to Harrahs for a couple of years, until they too have up their limits on table games pushing us to Showboat who still offer many nickel games. I told her MS at $10 can get quite expensive quickly, and if they up the games there, they will push us to the Tropicana or Golden Nugget. She listened intently and we talked for a good 1/2 hour on what a player like me wants out of my gaming experience, from comps to limits, to what games and bonuses offered. After the conversation she assured me they will be sure to keep Showboat's limits where they are because players like me(nickel table players, but still a diamond tier) make up a large part of their clientele and they wouldn't want to lose them to another chain.

    We'll see how serious she is. But I was very impressed that they read the surveys and contacted me with the intent being more than a courtesy, but actually wanting to know what the patrons think and want out of their gaming experience. On top of everything she offered me a $30 FB and suite upgrade for my time and input.

    I'll let you guys know in a few months when they implement the game. AND FILL OUT THOSE SURVEYS!!!!!
     
  2. Kickin

    Kickin Flea

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    Good advice. Last year I had phone or email conversations with both Aria and PH after filling out their surveys. They do in fact read them and they want constructive feedback from their guests. The key point is being constructive and not just ranting.

    Someone posted a link here of a Reddit AMA from a commercial airline pilot who also tried to emphasize the importance of customer letters and how they would be passed around in operations meetings. The people I was contacted by were also in positions to actually do something, it was the head of Diamond services at PH and I think the head of Sky Suites at Aria.
     
  3. jerseyguy

    jerseyguy VIP Whale

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    I filled out one and never got a response from Harrahs AC

    Maybe because we're not Diamond,and maybe because the subject was how dirty the elevators,hallways and rooms were ,and not how they could make more in the casino?
     
  4. lithium78

    lithium78 High-Roller

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    It's hard to convince them to put more money into improving the cleanliness of the casino. Right now, AC is on the decline and it will never again reach the heights of profitability it had a decade ago. At this point, I think CET is just trying to squeeze as much as they can from the existing property without making any expensive improvements like hiring more cleaning staff or renovating the property. Showboat is their worst performing casino in AC.
     
  5. smartone

    smartone VIP Whale

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    Absolutely! Offer praise where merited and/or deserved and constructive criticism as appropriate. Too many people just bitch. I fill these out as if I owned the company, what would I want to know? The head of the gaming company that runs the Hard Rock in Las Vegas has personally responded several times to my surveys, so I know they're read.

    I don't get real wordy, but do offer frank observations. Again, I offer far more praise than criticism. If it was the other way around, I'd find a new place to stay. Find somebody doing something right and let them someone else know about it. Thank them... goes a looooong ways.

    When I was in the restaurant business, I used to marvel at the number of regular customers who would constantly tell me how shitty the place was, but yet would return week after week. The folks who fill theses things out looking for a freebie or special treatment kinda ruin the whole intent. The ones who just bitch and bitch are just as bad... :nono:
     
  6. swuulumm

    swuulumm Low-Roller

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    The real question is why would i waste my time doing these surveys when i could do something more productive?
    if they want an opinion, they can always do paid research or give us real incentives (free rooms or upgrades or flights or Food or whatever) ...

    Another way of getting the same info without wasting time on surveys would to survey people who actually receive complaints (or compliments for good service) anyway: Their own (already paid) employees.

    Why do they have to ask me if they got all the information already inhouse?


    --

    i'd argue that they respond to people which are identifiable as valued customers which their internal system tracks as 'pissed off' and about to leave for another property.
    if they can sweettalk (or, to keep it in reality, LIE) you into staying a couple times more at their property, than it is a good deal for them.

    Furthermore, how do you know that you talked to the real person holding the actual title and not just some minimum-wage-call-center person impersonating the official? for future calls, they just need to make a note that 'agent 192' is 'head of diamond services' for you....
     
  7. smartone

    smartone VIP Whale

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    What an incredibly cynical way to approach things, but to each his own... in my case, the individual left a message on my machine. When I returned the call, his secretary answered and put the call through. I since have had a couple cocktails with him, at his request, on a visit. That's a lotta hoops for agent 192 to go through.

    BTW... I'm more than interested in taking the time to provide feedback to places I frequent a lot or care about. I don't fill out or respond to my oil-change place or Best Buy and the like. I'm not a zealot about it... for sure.
     
  8. NickyDim

    NickyDim VIP Whale

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    Ditto. And it's nice to know you have can have a say.
     
  9. TRN

    TRN High-Roller

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    Wife and I filled out an email survey online after our stay at Caesars Palace last year. There was an incident in the food court at midnight when my wife and her mother were going through, which we mentioned in the survey (there were questions asking about things like this happening). Here was the response we got back the next morning. (He had also called but I was working, and he left a voicemail too.)

    We did speak with him on the phone the following day and had a 20 minute conversation explaining the situation and offering feedback directly to him.

    Made us very happy to understand they were really listening to us.
     
  10. swuulumm

    swuulumm Low-Roller

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    ignorance is a bliss :) makes life easy :)

    i actually did not say that i believe in what i wrote. i just asked to consider it.
     
  11. sporty8705

    sporty8705 VIP Whale

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    I filled one out about Harrahs Rincon SD last week, they had some giveaway gift and i had no inclination to play to get the points for it, but i did play, got the points, but they ran out with no other gift or credit in place, i mentioned it, and they called and said they were sorry, and was that all.. no offer to make anything up.
     
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