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I'm a snot!!!

Discussion in 'Comps' started by JosieCat, Apr 26, 2012.

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  1. JosieCat

    JosieCat VIP Whale

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    When we first started looking for a place to stay, I send e-mails to 3 properties, Luxor, MB and Bellagio. Both the Luxor and Bellagio got back to me to tell me they could book a suite for us, but wouldn't know the rest until the offers came (we were trying to book for September).

    The guy from MB got back to me saying he was on vacation but would get back to me on Thursday - and he never did. So I sent him he following e-mail today.

    We never did hear back from you so we just assumed there wasn't anything you could do for us - but luckily the Bellagio could. So we are taken care of for our September trip.

    Exclusive Mlife Summer Offers at Bellagio

    Josie Enjoy 3 Complimentary Nights in a Luxurious Suite, Complimentary F&B (RFB2), Limo Transportation, VIP Check-In, and $500 in FREEPLAY!

    T Enjoy 3 Complimentary Nights in a Luxurious Room, $300 F&B Credit, and $250 in FREEPLAY!

    Thanks,
     
  2. Webby 1961

    Webby 1961 Tourist

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    Josie,
    That does not qualify as a SNOT! That just means that you are a cocerned customer waiting to see if they can assist you in your endeavor to leave from their establishment with as much of the house money as possible. You should get something for your money that is definitely at risk. You risk your $$$$ and they should respond in a timely fashion. It's all about customer service just like any normal business. I don't ever even speak with a host...my wife does, as she is the more politically correct person and usually wrangles some kind of deal or little extra just by being herself. I only get involved if they offend her. So, no response by MB... no reward for them either.
     
  3. JosieCat

    JosieCat VIP Whale

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    Well actually I did think of ending it with "you snooze, you lose", but didn't want to be mean. Just wanted to give him a reminder that he didn't get back to me like he said he would, so now he's lost my business.
     
  4. Webby 1961

    Webby 1961 Tourist

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    I like to look at casino's as Sam did to the original Wal-mart. One thing that he always told everyone. "If customers stop coming to W-M.....sooner or later, you too, will stop being needed." Obviously this was in the Early "70's before they got ginormous, but, the principle remains the same.
     
  5. cloudi63

    cloudi63 MIA

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    Josie I feel the same as you do!
     
  6. MangoPort

    MangoPort Low-Roller

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    If the bellagio is doing that for you there's no reason to ever stay at the Luxor, though I'm surprised the host wasn't incredibly eager to get back to you.

    I probably don't include the offers in my email to the Luxor host or just not bother with the email, but I like your style.
     
  7. The Gull

    The Gull Tourist

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    Yes, it's very snotty. Especially the curt way you opened the letter. The not-so-ironic thing is that most people who treat customer service agents like this tend to be the ones who are allowed to "slip through the cracks,". Soon enough you'll be 'unhappy' with the Bellagio and they'll be unworthy of your business. And then soon after you'll be unhappy with the next one.

    Pays not to burn bridges and be slightly more patient, especially when you're booking a stay half a year out.
     
  8. JosieCat

    JosieCat VIP Whale

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    Just so there is no confusion - the Luxor host did get back to me. She could get us a suite, but couldn't tell us the rest of the offer. It was the MB host who said he'd get back to me and never did, over 3 weeks ago.

    Being told they can't tell me the complete offer is fine. Completely ignoring me is just bad customer service.
     
    Last edited: Apr 27, 2012
  9. wigwam_salesman

    wigwam_salesman VIP Whale

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    While there is nothing wrong with letting your host know that you feel let down, the way you have worded it is very poor.

    It comes across as a petulant child having a sulk. I'm sure you didn't mean it that way, but that's how it reads. I'd be surprised if you get any assistance from that host again. In fact, I don't think I'd bother trying to get in touch again. There could be a million legitimate reasons he didn't reply.

    In future you could try something like:

    Good morning xxxxxxx,

    Please disregard our previous request to book a suite. Unfortunately we were on a tight schedule to get it booked so we have taken an offer from another casino. Hopefully we can arrange something on future trips.

    Kind regards,
    xxxxxxxx

    That way, you retain a working relationship and don't leave your host with a bad impression of you (when it is him in the wrong). He will also realise that he should have acted faster from this email without being directly criticised.

    BTW, emails get lost ALL the time (the same as regular post). If you think that you haven't received an important communication then follow it up with a phone call.
     
  10. JosieCat

    JosieCat VIP Whale

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    I guess I should have clarified - I don't have a relationship with this host. I picked his e-mail address off the web-site - so there are really no bridges to worry about burning. He e-mailed me back the same day I sent my inquiry saying he was on vacation and would get back to me Thursday. That was over 3 weeks ago. I would have had no problem with him telling me he couldn't do anything for me - but to not get back to me at all. I anxiously checked my e-mail on that Thursday - nothing. I checked it again on Friday, nothing. I checked it again on Saturday, nothing, etc., etc.

    This was kind of meant to be a kind of a tongue-in-cheek reminder that I never did hear back from him. Obviously, that's not the way it came off. Oops!
     
  11. wigwam_salesman

    wigwam_salesman VIP Whale

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    Really, you should have sent him a reminder on the Thursday. When I come back from vacation I usually have a couple of hundred emails to reply to at least. I can only imagine how many he was going through.
     
  12. KingBBInLV

    KingBBInLV High-Roller

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    You were in such a rush to get a trip booked for September? You couldn't just email him back on that Thursday and remind him? In case you didn't know, it's not like his company lost your business, Bellagio and MB are both part of MGM resorts. You're email does come off pretty bad.

    What is the point of the whole thread? Is it to show us that you "Showed them"? How dare that host not get back to me on the day he gets back from his vacation, doesn't he know that my oh so important trip in September trumps everyone and everything else!
     
  13. bdg626

    bdg626 Low-Roller

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    i'd sympathize with the statements above - i think it was probably more aggressive than it should have been and came off a little petty.

    however, i'd probably write something similar. :p

    :beer:
     
  14. shifter

    shifter Degenerate Gambler

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    personally i'm not a fan of burning bridges. i've felt like really laying into people before, but i've always restrained. a couple of times our paths have crossed again in the future and i was really, really glad that i hadn't burnt that bridge.

    let's say that your next trip down the road the B isn't so generous with an offer and you call around and around and can't get anybody to give you anything you really want. maybe this guy would have been able to hook you up with something nice at that time, but now you've pissed him off and won't get anything from him in the future. if it came to that, you'd be really upset with yourself over sending that email.

    sure that seems unlikely right now, but you just never know what's going to happen in the future and it's best to keep your options open. especially over something as small as this where the guy didn't really do anything to you, he just forgot to get back to you or got busy or whatever.
     
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