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Main Street Station – The end of my love affair…

Discussion in 'Downtown Hotels' started by Sonya, Nov 8, 2012.

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  1. gambler

    gambler VIP Whale

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    Don't worry Mike, it's all good.

    Sonya related an experience and I sympathize with her. I wouldn't have handled it nearly as well, because I don't have her confidence.

    I said "with all due respect" for a reason. With experience owning a business, I was expressing my opinion. There is so much more that goes into any decision. Is it economically viable to hire staff to respond to these situations?What if you offer a goody bag to one and not the other? If you offer help, yet fail to recognize the seriousness of the situation, are you liable? What if your guest dies? And the only thing you did was deliver gatorade? Shouldn't you have done more? If you give an inch, are you now liable for a mile...? Sonya's post brought out lots of interesting things to think about.

    I was commenting on the whole BIG picture, not just this single incident.

    If the OP is not comfortable staying there again, she never should. It's absolutely her vacation. I was offering an opinion from a different perspective.

    No harm, no foul.
     
  2. Sonya

    Sonya Queen of VMB

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    :haha: Yeah, I imbibed quite a bit a few days earlier, but I am sure that wasn't what was causing the problem I had that night.

    I want to reiterate, that I am not suggesting nobody stay at MSS. I have always had good experiences with the customer service there. I just have had two experiences where I was sick or injured and found myself "stranded" without much assistance. If I had broken a leg or something, I'm sure someone would have called for some assistance. I wasn't asking for an ambulance, just some toast. :)

    I'm certainly not suggesting they change their policy because of me or that we have a board-wide boycott. Just it's a reason I can't stay there when I travel alone. And given the history of my support for their property on this board, I thought some of you might be interested in why I made this decision for myself.
     
  3. redzone

    redzone Low-Roller

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    I am replying with all due respect as well.
    I understand if I own a business in Mudville Ohio I better be treating my customers and employees equally. However this is Vegas. MSS and every hotel in the city treat people differently depending on their loyalty and donations to the bottom line. This should not have been any different.
     
  4. luvstp

    luvstp High-Roller

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    What Service Can Look Like

    First--Sonya--so sorry you were sick in LV. Nothing worse than being sick when you are out of town and can't be miserable in your own bed and jammies!

    A real example from a Wynn trip. DH got sick on a 4 night Wynn trip--night two. Throwing up, couldn't leave the room, etc. Well, I was fine, so being the super sensitive wife that I am......I went and played in the casino. One of the cocktail waitresses asked me where DH was and I said "sick up in the room". The next day, the same waitress saw us playing together and took our order. DH ordered a gingerale due to his still sensitive stomach. When the waitress came back, she brought him a gatorade. Yep, she went to the Wynn store and bought him a gatorade. Needless to say, she got a $20 tip for that extra effort.
     
  5. SH0CK

    SH0CK Stylin' and Profilin' Quasi Tech Admin

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    I guess I don't understand their rationale to NOT offer room service. Just about every hotel I have stayed at in Vegas offered room service and you could pretty much tell the food came from a cafe or some kitchen already on the property. Considering the mark-up on the food along with the delivery charges they tack on, I don't see this being a money issue. It's not something included in the room rate already and is a completely optional charge to the customer that would use existing resources (kitchen, kitchen staff, etc.)

    Yes, maybe they might have to hire additional staff to deliver the food, but that's part of the increase in price for the convenience to have it brought to you.

    As for not providing a "care package" like the GM was surprised that didn't happen, I would have been surprised if they had. But, to take care of the customer, an option by some staff member could have been "We can give you a number to some restaurants off-site who can deliver and our bellman can bring it to your room." Take care of the customer. If they are willing to pay for a service, let them have it. Even if you have to think outside the box.

    Look at the negative feelings about MSS that exist now. They have lost one customer and now many others might rethink staying there because they may not feel valued or appreciated by the hotel/casino. A little good will goes a LONG way.

    :soapbox:
     
  6. Royal Flusher

    Royal Flusher Savvy Gambler

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    The Four Queens manages to have room service. It's pretty prompt actually.

    One thing I noticed that was odd at the Cal last time was that they have room service - but only for breakfast. I didn't try it out though.
     
  7. MikeOPensacola

    MikeOPensacola El Jefe

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    Love room service 24/7. I don't like to stay where this is not an option.
     
    Annual CCA (Casino Collectibles Association) Show at South Point
    Long Overdue Stay At The Golden Nugget
  8. Bazzito52

    Bazzito52 Low-Roller

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    When we took our daughter & a friend of hers to Las Vegas for her 21st birthday, she had some sort of food allergy that made her break out with horrible hives. We called the front desk and they referred us to an in-house physician service.

    Sort of like this:

    http://www.innhousedoctor.com/


    He was there within an hour, had all medications with him (we didn't have to go out to have a prescrtiption filled), and accepted credit cards! A real life saver!

    On an ironic note: After she was back to normal, she and her friend went out and got drunk and spent an additional day in bed hung over! (Her mom and I didn't offer a follow up doctor's visit)
     
  9. Joe

    Joe VIP Whale

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    I guess it's my frugal side. I've been traveling for 40 years and never had room service.
     
  10. Armadillo Al

    Armadillo Al Tourist

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    In Las Vegas, it's probably easier to get an ambulance than toast. :)
     
  11. makikiboy

    makikiboy VIP Whale

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    I wonder how many people that were negative about this situation (other than sonya) actually stay at MSS.

    To tell you the truth, this incident doesn't affect my staying at MSS or not. I understand that many hotels downtown do not offer much in amenities. Yes, it was totally unfortunate and sad (in terms of customer service) but it won't stop me from staying there. I had that novovirus many years ago at the cal and I ended up buying 7up in the vending machine on the floor to keep hydrated. I never thought about room service, was easier for me to just go downstairs and pick up something from the market st cafe.

    For those who actually stay at MSS, does this affect you staying there? I think that differentiates the people who stay at MSS and the ones who don't. But that's JMHO.

    I'm not sure how many downtown hotels I stayed at do offer room service but I have only used room service once (when I was with my gf at the time, we enjoyed staying in, lol).

    Sonya, maybe you should get the GM's email address and send him your incident and see what he could do to rectify the situation. It probably won't convince you to ever stay there again but it would be interesting to see what the MSS does do to help right a wrong.

    But to tell you the truth, many of us have experienced situations at businesses that caused us to never set foot in that establishment again. whether it was a store, restaurant, car rental company, airport shuttle etc., all it takes is one bad incident to turn someone off to a company forever.

    For me I would vent by posting on sites like TA (I've done it before). That way others over the world will know what happenned, hopefully MSS management will change their policy to handle situations like the one Sonya encountered. If anything, MSS should be made to respond and make sure that another person never encounters the same service that Sonya encountered.
     
  12. Sonya

    Sonya Queen of VMB

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    And it shouldn't. :) I knew going into this trip that there are some challenges that might give me problems if I stayed at MSS. I was ready for the noisy room overlooking the freeway. I thought I was ready for the lack of room service. Obviously, I was not planning on getting sick.

    And I want to reiterate, this incident isn't going to keep me from setting foot inside MSS again. I am sure I will be back there for VP at Boar Bar. It's too great of a meet-up spot. However, I won't be staying at the hotel again because when I need the extra assistance room service gives me, it's just not an option.

    I'm not a person who eats a lot of room service, but I do like it as an option sometimes. However, this one particular morning, it was a necessity and there didn't appear to have been any plan for what to do with people like me.

    I'm sure I'm not the only person to ever get sick or overdo at MSS. I am interested in this "care package" thing the GM was surprised I wasn't offered. If it had been a gatorade and something small to eat (crackers?) that would have been enough, but nobody I talked to seemed to know about that option.

    Now I'm rambling again.. I just wanted to say again, that I hold no ill will towards MSS. I just thought that after 15 or so years of talking about how much I love it there, I should share my reasons for not staying there again. I certainly didn't want this to turn into a "Let's Bash MSS" thread. :)
     
  13. makikiboy

    makikiboy VIP Whale

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    Good to know Sonya. Joe, can you send Sonya the GM's email, would be good to follow though with the GM to see what he says and make sure that someone else doesn't endure your pain. I sure hope that this was a "glitch" and that MSS would be able to handle similar incidents but I think it may help with closure to see that they can handle situations like this the next time.
     
  14. Tree DA

    Tree DA High-Roller

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    I've stayed at MSS several times and have a reservation for this January. I never order room service but I can see how in your situation it would be a necessity. I'm surprised no one was able to assist you. Kind of sad. But it doesn't effect my decision to stay there (or not) at all. If I'm too sick to make it to the gift shop I'm calling 911 and hoping they can help.
     
  15. Sonya

    Sonya Queen of VMB

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    Joe already sent me the email addy. It's on the ToDo list to write an email to him. :)
     
  16. chef

    chef Resident Buffetologist

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    Sonya,
    Hate to call you out, but I see this as your problem, not MSS.
    You desires and requests were not conducive with availability of services offered at this property and/or company policies.
    To me, it sounds like someone complaining because they did not get their own way.
    Sorry to reply in this manner, but that is how I see the situation after reading and re-reading your original post.
     
  17. Nevyn

    Nevyn VIP Whale

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    I don't see why calling her out is necessary. She didn't write a vitriol filled takedown of the property.

    All she basically said is "I used to not care about room service, but if it means I can't hydrate when I don't feel up to leaving my room, then its important".

    Not really a blame thing. Just a realization that this is no longer the property for her.
     
  18. Happily

    Happily High-Roller

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    So sorry you were sick! It would be good policy for MSS to at least offer the phone numbers of some places that deliver. I used to work for a hotel that didn't offer room service. We were happy to pass on information on delivery to our guests. It is much better to go even a little out of your way than risk someone dying of dehydration on your property. How hard is it too look up a phone number for a guest?

    You have every right to your feelings. I think you presented your case in a tactful manner.

    Chef, that wasn't necessary or helpful.
     
  19. Sonya

    Sonya Queen of VMB

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    Chef, I think I mostly agree with you. :) I knew that they had no room service and normally that would have been fine. Obviously, I didn't plan on getting sick.

    I have since learned that they do have a "care package" they send up to people who have overdone in Vegas that has some electrolyte drink, hot water, lemon, etc. I do have a problem that neither the front desk or the F&B manager mentioned anything like that to me. I felt lucky that I got a bucket of ice from housekeeping, but I needed something more to get me on my feet.

    Because of this lapse in their policy, I have decided that *I* can't stay there again when I travel alone. I don't think I suggested anywhere in this thread did I suggest anyone boycott or complain. I don't think MSS needs to add room service. I didn't even ask for the sympathy, although I appreciate it. :wink2: I just have been such a huge supporter and thought my decision to stay elsewhere in the future was appropriate for the board to know about.

    I have said a few times that I will be back. I love to play VP there too much to not go back. I just can't stay there when I'm alone. And that makes me sad.
     
  20. chef

    chef Resident Buffetologist

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    My post wasn't meant to be mean-spirited, just calling it as I see it.
    I've been on-line friends with Sonya for over 10 years and felt comfortable sharing my thoughts. Sometimes, a good friend will tell us stuff we don't want to her.
    And, Sonya, I also appreciate you taking the comments in the spirit of which they were intended.
     
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