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Minor Injury @ Golden Gate - Surprising Reaction

Discussion in 'Downtown Hotels & Casinos' started by topcard, Mar 9, 2014.

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  1. topcard

    topcard Older than the Stardust!

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    Ok...so, on this just-finished trip, I'm playing UTH at Golden Gate, the casino is packed, and another player wants to squeeze into the last remaining spot which is vaguely somewhere in the middle of the table.
    As I am sitting at 'third' and have the most room to my left (toward the pit), I am asked (nicely) to move my chair. I tell them 'no problem', but of course, there was.

    With insufficient space to actually stand up and slide my chair over, I attempt to do so by lifting myself an inch or two off of the chair, grabbing the underside of the chair and scooting it over...something I've done probably 100s, if not 1000s of times in the past.

    This time, however, there was a defective staple on the underside of my chair - sticking straight down. You guessed it.
    My finger found this staple, and I impaled my fingertip with it.

    I declared my displeasure and pain with a colorful expletive, raised my finger back up to eye level, and discovered a profuse amount of bleeding coming from my fingertip.
    The pit was on it quickly, offering up a handful of Kleenexes within a few seconds.
    Then came the "surprising" reaction.

    A security guy comes over and drops a band-aid on the felt, and proceeds to sternly warn me about NOT getting any blood on the chips or cards.
    That was it.

    No "are you okay, sir?" or "why don't you let us treat that for you - it will only take a minute or two".
    No "Let's switch out that stool while we take care of the bleeding."
    No "Please accept our apologies, sir. We would love to pay for your dinner tonight to make it up to you."

    Nothing.

    Just kleenex when it happened and a band-aid on the felt a minute later.

    I told the security guy that an alcohol-prep pad would sure be nice, and he did bring one a few moments later.

    They never replaced the stool. They never even apologized.

    Now, I'm not the kind of guy who takes "legal action" when something is truly just an unfortunate accident & is minor - like this was.
    But I would have thought that they would care a wee-bit more about a customer than they showed.
    And to give me a stern warning about the chips & cards?
    That was downright insulting.

    Just thought y'all should know... (plus, it allowed me to vent!)
     
    Seems like forever from now, but the flights are booked, so it counts!
  2. Jimbo338

    Jimbo338 VIP Whale

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    I think that employees need a little "charm schooling" sometimes in between learning to protect the bottom line for their employees. If there are no customers, there is no business, and if there is no business there are no profits. AND, from Marketing 101........it takes 4 times the cost of getting a new customer than to keep and existing customer, so a little attention to detail is a big deal in maintaining the bottom line especially in a business so competitive.

    Jimbo338
     
  3. northerngirl

    northerngirl Low-Roller

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    Yes, certainly not good PR.

    Your post reminded me of an incident when I was playing cards at a local casino and somehow someone at the table got a drop of blood on a card. From the reaction of the Pit, you would have thought the table was full of bedbugs, leaches, poisonous spiders, etc. Immediately, we were all told to grab our chips and the table was shut down. Out of curiousity, I watched the crew start wiping down everything....and every chip in the dealer's tray was individually wiped with some sort of disinfectant.
     
  4. shawnawm1868

    shawnawm1868 Tourist

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    Wow, thats awful. I can say in one of my many insurance classes, we were told that when the establishment asks of you're ok and you say yes, I'm fine, they can use that against you if you sue. With all the germs in a casino, you would think they would absolutely want to make sure you're ok.
     
  5. Electroguy563

    Electroguy563 Over-Fried Gambler

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    I think a letter to mgt. is warranted here. The letter should follow the tone of your post, indicating that you are not seeking compensation or punishment for the offender, rather that you are disappointed and offended as to how the incident was handled.

    Hopefully mgt. will acknowledge and take measures to train their employees better as to how to handle these situations.

    And if I were in their shoes, mgt. should offer some token of appreciation to you to indicate that they value their customers.
     
    Going to Hawaii's 9th Island!!
    Going to Hawaii's 9th island!!
  6. C0usineddie

    C0usineddie VIP Whale

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    What would you have done if you were at home? maybe a kleenex and alchohol prep pad?

    Would you have treated yourself to a nice meal because of it? probably not.

    If they apologize they put themselves at risk because people will view it as an admission of guilt. Many companies train their employees to not apologize if injuries happen because of this.

    Maybe they just thought you looked like someone who can handle them self with a minor cut and they didnt need to make a fuss over it.
     
  7. merlin

    merlin VIP Whale

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    It really wasn't securities role to offer you anything or apologize, however you would hope that the pit crew would have done something, hopefully mgmt will see this thread and act accordingly.
     
  8. topcard

    topcard Older than the Stardust!

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    Eddie - if this happened to one of MY guests at MY home, because I had a defectively-assembled chair that they injured themselves on, I would have very-sincerely apologized and taken immediate steps to be sure they were ok and that the defective chair was removed from the room.

    You seem to be implying that GG should not have reacted similarly.
    We disagree on that.

    On the lawsuit aspect - if I was inclined to take legal action, their apology or lack of one would not dissuade me in the least. I had multiple witnesses, including the 6 other players (2 of which were my brothers), the dealer, the pit & the security guy.

    I don't do that sort of thing, (sue over minor stuff) and I even mentioned words to that effect to the pit (when he said something to me about taking legal action).

    I did not "expect" a meal. I DID expect that they would treat the situation far better than they did.
    (PS - it wasn't a question of "admission of guilt" - they were guilty. They knew it. So did everyone who witnessed it.)
     
    Seems like forever from now, but the flights are booked, so it counts!
  9. joshrocker

    joshrocker VIP Whale

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    Not that I think there should be a lawsuit but IF one were to be filed I'd thing the lack of caring and help by the staff wouldn't play well with a jury. You'd think any business would make sure the guest was safely taken care of no matter how severe the injury was. Even for nothing more then public appearance.
     
  10. oaktownjc

    oaktownjc Tourist

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    This guy

    It seems like Society its self has forgotten manners. Weather driving etiquette or holding a door open, (or saying thank you afterwards). Big business treat the public like cattle. I agree the pit should have said sorry.
    I think in Vegas they see all the worst in people, drunkards, thief's, scammers, rude people all too often. I think they get numb to kindness. To me, small things make me a loyal customer. A single act of kindness....
     
  11. Royal Flusher

    Royal Flusher Savvy Gambler

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    Did you happen to lose $500,000 at the table by the way?

    You could probably get that back, claiming you felt faint.



    I think they dropped the ball here, they should have at least fixed the chair or changed it out!

    I've had the same kind of staple injury and I wonder who got their blood on that staple before me... :confused2:
     
  12. Flopitbaby

    Flopitbaby Low-Roller

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    AHHH ! The good old Golden Gate. Reminds me of their class a few years ago. I sit at the only open seat at a BJ table only to find an entire ashtrays content dumped in my betting spot. I asked the dealer if they were going to clean it up to witch the dealer yelled to a supervisor. He told the supervisor that I wanted the crap laying in front of me cleaned up. The supervisor without a word takes his hand and brushes the largest contents in front of me onto the floor. I got up and walked out the door. It's amazing how concerned they were about your blood marking the cards/chips but a pile of ashes they could have gave a shit.
    Now that is A-One customer service
     
  13. feadolphus

    feadolphus Newbie

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    Wow!!! Very interesting.
     
  14. topcard

    topcard Older than the Stardust!

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    Hello again, Curt!
    It was great to meet you.
    Had fun at your UTH table, the 3-card table and the double-deck blackjack (both at the Plaza & LVC).

    Although I won more from y'all than you got from me, I hope I continue to receive offers!
    :wink2:
     
    Seems like forever from now, but the flights are booked, so it counts!
  15. Happily

    Happily High-Roller

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    I'm sorry that happened to you.

    An incident like that wouldn't have fazed me in the least, and I literally would have expected NOTHING. However, your perspective is just as valid, and I'm sorry your expectations weren't met.
     
  16. AliceFayeNC

    AliceFayeNC Tourist

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    Blood is serious and the fact that they didn't worry leads me to believe they don't know about blood transmitted problems. The fact that you could still get a blood infection from the staple also leads me to believe they don't understand the legality of not filing an accident report, It was their chair and their problem. Even as minor as a staple to the fingertip has to be reported and if it wasn't you have a right to sue the casino for personal injury.
     
  17. topcard

    topcard Older than the Stardust!

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    Alice...but I won't, (assuming I didn't pick up HIV or Hep-C)!

    Happ...I was little pissed right when it happened, but I wasn't 'fazed'. I did, however, expect some sort of conciliatory reaction from the GG. I was actually a bit surprised that I didn't.
     
    Seems like forever from now, but the flights are booked, so it counts!
  18. Big Tip

    Big Tip VIP Whale

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    The logical thing would be for them to say, "Oops, sorry. Here's a bandaid. What else can we do for you?"

    But our litigious society precludes a business from doing that now. If they say sorry, they are admitting guilt. If they admit guilt they imagine seeing some jury 24 months from now awarding two million dollars to some guy that "suffered" greatly with a pricked finger. Now the casino has to sue the chair maker to recoup what it has had to pay the aggrieved party. And then everyone's insurance premiums go up making everything cost more for everyone.

    Those damn resort fees are probably about the cost of insurance that the casinos have to pay for each of us!

    And you can't really blame the casino for the actions of one employee. The law says you can, sure, but we all know actually it's just that one guy acting like a butt. Write a letter to the boss and see if that is their policy if you are concerned. I am doubting it greatly that it is.

    sigh. Shit happens sometimes. I wish America would go back to that mentality instead of thinking that they've hit the lottery if something happens to them.
     
  19. dfalk

    dfalk VIP Whale

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    Really man? It was an accident.

    Well said man! Shit does happen, sometimes it good, sometimes it bad, it's the fuckin way she goes.
     
  20. sporty8705

    sporty8705 VIP Whale

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    a meal or comp of some sort would be nice.. however, what if someone else had "stuck" themselves on the staple before, and they happened to have Hep or HIV? I would be concerned about that..

    reminds me kind of once about how the MGM dropped me off at an urgent care due to a bladder problem I had, then didn't bother to pick up and get me back to the hotel...
     
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