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Total Rewards: Backend Comp vs. Using Reward Credits

Discussion in 'Comps' started by kicknit987, Feb 24, 2016.

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  1. kicknit987

    kicknit987 Tourist

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    I had a recent quick trip to Vegas and stayed at the Cromwell for two nights. I still have room offers with $200-$300 in free play (reduced amount now - I used to get $1,000) for TR properties even though I haven't played/stayed at the properties in over a year, but the room offers weren't valid during the weekend I went. So, I made a reservation for the two nights through the TR website anticipating paying cash for them. I paid for the first night as a deposit, which was approximately $300.

    Over the two days I was in Vegas, I earned just under 45,000 tier points and had about $450 in reward credits available. BTW, I play 90% blackjack with a little craps thrown in. I bet erratically between $10-$3000 per hand (I have no clue what the pit bosses usually input me as). When checking out, I stopped at the total rewards center to ask a few questions. I was then told by one of the hosts there that they were able to comp my second night only. When I asked about getting the first night comped they said they couldn't because it was already paid for.

    As I'm back home now and looking at my TR account, I realized that what the host did was use about $300 worth of reward credits to pay for the room and fees instead of comping it. I feel like at the level of play I was doing and with my history at TR (though I haven't been there in quite some time) that I should have gotten backend comped for the rooms. I am having a hard time understanding why the Cromwell host would use my reward credits and not comp the room for both nights - even the night I prepaid for and given me a refund.

    The total room bill was about $600. Is getting the room comped unreasonable in this manner unreasonable? I haven't been to any TR properties lately, so I might be off base... But I know in the past they were much more accommodating than this.

    I've never really paid much attention to comps outside of the regular offers before. Trying to get a better sense of things now... Thanks for any insight!
     
  2. kicknit987

    kicknit987 Tourist

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    I put this in the wrong location and don't know how to move it to the comp thread...
     
  3. Imperial_Palace_King

    Imperial_Palace_King High-Roller

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    In my experience a host will always pull from your Reward credits before giving you any discretionary comps. I try to spend mine on merchandise before the trip is over sometimes. It's possible your lack of recent history had something to do with it. Not sure why they couldn't refund you for the first night. I have been credited for charges before. It seems as though your play would warrant such comps. 45k tier credits even with bonuses is a good amount of gambling.
     
  4. jon_vegas

    jon_vegas Low-Roller

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    I've had a similar experience where I was told that they "compd" my stay only to find out days later that they actually took points from my RC to pay for it. I think it's bs that they say compd in the first place. When I called them up, they told me that it's the way they have to do it - RC credits first before they actually comp (as in free). Maybe this is the reasoning I received because I'm not quite at the high roller level yet. Perhaps, someone with your same play level or higher can chime in.

    And about the pre-paid first night. In the past, I was able to pay for it with my points at the end of the trip and have them issue a credit on my card. Don't know if it makes a difference with cash payments though.
     
  5. tringlomane

    tringlomane STP Addicted Beer Snob

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    Over the last few years, this has been SOP for CET to wipe out RCs before comping off the back end if your room isn't part of a marketing offer.
     
  6. 3544quebec

    3544quebec Low-Roller

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  7. leo21

    leo21 VIP Whale

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    Yes, it is SOP to use the points first. They are a liability on the books of a bankrupt company. The host should've advised you that using your points was something he had to do. All that being said, there is no advantage to banking them unless there is something in the catalog you are saving for. Use them up and create a situation where they will have to be more honest about potential discretionary comps.
     
  8. kicknit987

    kicknit987 Tourist

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    Thanks for the comments everyone. Sounds like you had the exact same experience Joh_vegas. They definitely shouldn't use the word comp or say "we'll take care of the room". This is the first time I've ever paid for a room at a TR property, so I didn't realize this was SOP, tringlomane. It's is a real bummer. TR had done something else that rubbed me the wrong way in the past, which is why I hadn't gambled at their properties in a while. This isn't a good start to trying to get someone to return.

    I'll definitey complain to someone and point out the FAQ that Quebec referred to (thanks for that!), but not sure it will help. Usually when you spend RC they have you sign off on a reciept, which they didn't have me do. Seems funny. I spoke with someone at the service and they said to speak with the billing department. Great advice palace_king & leo21 - I will definitey spend down my RC in the future before asking for anything. I guess I wasn't even thinking/remembering about the reward credits until I logged in to my online account and saw them... Then realized the amount I had was way too low.

    Lesson learned the hard way... Going to have to think if this annoys me enough to take another break from TR...
     
  9. DaiLun

    DaiLun R.C., L.C., and A.A.N.G.

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    It is CET policy that "discretionary" (backend) comps will not go into effect until your RC balance is zero.

    I have been a "cheap date" for CET since I won 275,000 RC last year and have been working to use them . . . .

    (Sorry, didn't mean to beat this dead horse)
     
  10. Imperial_Palace_King

    Imperial_Palace_King High-Roller

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    Did they ask you if you want to use RC's for room charges at check in? They usually ask me at check in if I remember correctly.
     
  11. kicknit987

    kicknit987 Tourist

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    No, they didn't ask me at check-in... I didn't have any RC at that point. I hadn't been to a TR property in a year or two, so didn't have and perks. I earned the $450 in RC over the weekend I was there.

    That's what's really bothering me... If I knew they were going to use the RC, that's one thing. But I fee as though I was tricked by them saying they could "comp" the room.
     
  12. Imperial_Palace_King

    Imperial_Palace_King High-Roller

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    If you decide to return to CET, I would definitely get in contact with a host before you return to see what they can do for you.
     
  13. Hogman

    Hogman VIP Whale

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    I agree it sounds underhanded the way the host said it, but as Dailun said that is the way CET does it especially in Las Vegas. I am pretty sure Mlife does the same thing.
     
    First Trip 2017
  14. Nevyn

    Nevyn VIP Whale

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    Was this superbowl weekend or something? It seems crazy to me that someone at your level would not have the room comped up front.
     
  15. meliphilus

    meliphilus Tourist

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    The policy of using rewards credits prior to discretionary comps has been what I've seen for years also. But in the defense of the host who charged your RCs after offering to 'comp' you I believe it's CET policy to make that offer under those terms and not a misleading tactic by the host. The reason I say that is because there was one instance a couple years ago when I was leaving a blackjack table after a couple hour session and the pit boss said 'Can I comp you a buffet?'. So I asked, 'Will it be charged to my RC's?. The answer was 'Yes'. So I think that 'Comping' with RCs without specifically stating your RCs will be used is CET policy.

    Edited to add: I don't agree with the policy but think it may be helpful to understand that the host may have been following policy.
     
  16. kicknit987

    kicknit987 Tourist

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    It was presidents day weekend/Valentine's day... I used to get much better offers, but haven't gambled at TR properties in a while. The only offers I have now were blocked out that weekend bc I dont have any recent play with them. I've never paid for a room at a casino before or asked for my room to be comped - so totally new experience for me. I've never really paid attention to my comps too much beyond booking my free room with whatever it came with - either free play, electronics, gift card, shopping spree etc.
     
  17. kicknit987

    kicknit987 Tourist

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    Seems like this is a function of my ignorance to how the comp system works. I definitely gambled enough to get my rooms comped, but it's now seeming the host wasn't even willing to go $150 over my rewards credits to comp my first night paid for. So essentially, it seems like she did nothing for me beyond what the check out clerk could have done?

    Just like in your case, to me it doesn't seem like what he was trying to offer you was any advantage to you. If I understand the situation correctly, it only seems like he delayed you getting to the buffett because you could use your reward credits to pay for the buffett on site.

    Do you think they would have comped a room if I had no reward credits left?
     
  18. Peachiekeehn

    Peachiekeehn High-Roller

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    Yes I think they would have still comped your room, at least for the last night. However, I'm struggling to see how you accumulated $450 in RC's? I know you got 45,000 tier credits but that amount would include the bonus TC's you earned for reaching certain levels each day. Do they give you RC's on bonus TC's?
     
  19. meliphilus

    meliphilus Tourist

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    I think based on your play everything should have been comped. You could have used the RCs prior to checkout and still had everything comped. I reread your original post and the quote above may explain the issue. If you went to the TR desk you probably were not talking to a host (I don't know the Cromwell but hosts typically are not at the TR desk at CET properties). I don't know why they didn't redirect you to a host but the TR desk staff did all they can do. A host can do more. IMHO
     
  20. lithium78

    lithium78 High-Roller

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    CET has gotten extremely stingy in pretty much every way ever since they declared bankruptcy. Comps are harder to get and less value. Odds and payouts are worse on games and casino hold has gotten really high. I've had all my offers cut despite actually playing more than I ever have. CET is a sinking ship.
     
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