Eldorado... The Curdled Cream Of The Crap!

Thank you for your honesty and detailed account.

If anyone is familiar with the Carano Family - @AllenAndRossi 's post comes as no surprise. I've had the same host in Reno since 1991. I was ecstatic when she announced in 1994 that she was moving from the then Hilton to El Dorado. Boy, that elation died quickly. I met the "Carano Boys" right around then as my host wanted as many of her good players to meet the owners as possible. They appeared hospitable, but I came to find that it was an act. I won't bore folks with the many dealings, but here's a prime example of their arrogance and tone deafness.

In the beginning, the Caranos would host a big "upscale" buffet twice a year for VIPs. Every. Single. Time. as you got your food - a few dishes were personally plated by some of the Carano Fam. Every. Single. Time. people complained about how terrible these dishes were. Most weren't even aware that these dishes were old family recipes (allegedly). Many went to the Caranos and the hosts to complain on the food quality. Greg Carano himself told people too bad if you don't like it - don't come! This is what we choose to serve you and you should be grateful! This guy is a piece of work. He would give long droning speeches at these events. Run all over the hosts and their assistants and just all around act like a dick.

I haven't been back to Reno in a few years. My host (after 30 years) is a friend, but even her cajoling has not brought me back. Between the bad gaming and tired rooms - although they have done some refreshing lately - I just can't get myself to look past all of the crap.

I was appalled, saddened and disgusted when I heard of El Dorado's purchase of the CZR properties. I knew that it would only be a matter of time before they fucked that up too. The only thing I'm surprised about is how fast they managed it! And OP is 100% correct - Reno is NOT the Vegas Strip! Totally different customer.

 

I have noticed a massive change in the level of service as a Diamond Plus, I too was declined extra towels by Ivy at Bally’s during my last trip. I had to ask the housekeeper in the hallway.

 

I did this back in the fall. I was loyal CET for many, many years. Last fall, I stayed at Planet Hollywood comped, only played at Cosmo. Have been with Cosmo now ever since.
Another cost cutting that you saw happening starting last year and which prompted my taking my play elsewhere - they have gutted ALL their slot floors in terms of game selection. You can only find the exact same generic, non-licensed property games at every single CET casino.

 

Thanks for the report. Unfortunately none of this is shocking. It seems clear they are practically making a conscious decision to let CP slip away from being a luxury hotel. It was on the way but things are really accelerating.

I’ve experienced the no housekeeping multiple times. I’ve hung up the phone rather than waiting on hold. I’ve laughed when dialing an extension from a room on property and getting dumped into the same queue with 800 number callers which will be answered by a person in Indonesia who can’t help.

It is interesting that they feel the need to improve the main entrance, to impress first time visitors who aren’t staying there, but the underlying service infrastructure is being dismantled. No valet or room service? At Caesars Palace? C’mon.

 

How many of us know a Seven ⭐️ that have 0 credits this year? I know two.
How many of us know a Diamond, that’s not going to bother to make Diamond this year? I know 4, including myself.
I don’t know what Tom and Tony’s endgame is with Eldorado, but I know it won’t include me and many REGULAR AND RELIABLE Guests. Jean Scott said it best, you don’t marry a casino, you have an affair….and when it’s over, walk (run) away.

Thank you to the OP. Excellent TR.

 

I've been a CET player for over 20 years. I'm already too invested in them this year so it looks like I'll be a Diamond-elite at least through 2022. After that I may zero out.

 

I have had the same stories and conversations about Eldorado with CET employees and known several for almost 20 years. They are exemplary Harrahs employees.
If there’s brown gunk embedded under my shoes, if there’s brown gunks smeared on the asphalt and if there’s a really bad smell I don’t need an Eldorado Executive to tell me I just stepped in s**t.

 

Reno is not the Vegas strip but they've made enough money to buy CZR properties. You note your distaste for this family and how they run things going back to 1994... 27 years ago and their service has been so bad, that they managed to stay in business and ended up buying CZR properties in Vegas. I understand you and others aren't happy. I get it but rants aren't going to change anything.
I'll be at the Flamingo in October and it will likely be my last stay with them as my play will move to another group. Frankly, after 30+ years of visits 2-3 times a year, I'm getting bored of the whole thing. Nothing really changes. Casino's are everywhere so maybe it's time to move around. CET has treated me well in the past with excellent concert tickets, suites, great meals but that's over now. I accept it for what it is and it's time to move on. I suggest those with these first world gambling trip complaints do the same.

 

Thank you OP for your informative and detailed post. This is so f'ed up and just plain old sad.

 

After reading the OP's commentary, the first thing I thought of was... first world problems. I appreciate that things have changed, especially for Seven Stars players as it sucks not to be treated special like you're used to have happening. Obviously, Seven Stars players are not the focus of this company. That's their choice and now you larger players have a choice to make as well. If they lose too many customers, they will try and win you back. That's their problem. No more free rooms, no more free booze tickets or celebration dinners and no more airfare and folio credits but John and Mary Smith roll into town and stay at a hotel for 45 dollars a night and 45 dollars in resort fees which is the same total as a holiday inn they stayed at on the way out and they pay 18 bucks for a cocktail and full price on a steak... and they end up spending 500.00 to 1,000.00 for the trip. All profit.
Many years ago when I dealt BJ for extra income, I recall the casino manager telling me that their income comes from the low rollers,not the $100+/hand (we didn't have whales). They come in, don't know how to play, spend a couple of hours and a couple hundred bucks and off they go... without the money but had fun.
I think it's unfortunate that employees would slam their employer to guests. If they aren't happy, they should leave and until they find somewhere else, shut up and smile. I hope the OP can determine where he wants to give his play and they treat him with the respect he expects.

 

Sports betting is obviously big for them with the William Hill purchase. Is there any cross over for 7*/Diamond players? Do they bet a lot? Or is it more of the volume and market share. Lots of small bets adding up.

 

I have seen some large sports bettors at CP in the past. But I have no idea what their casino status was and I don't think that matters. The WH purchase is a long term, nationwide play. Its not propping up their vegas business. Its part of the future plan to get every person in the country with a smart phone to start betting twenty or thirty buck every weekend on the big game

 

Thanks for sharing your experiences. If this is how they treat Seven Stars guests, I can't imagine what they have in store for the rest of us.

We were talking to a Caesars bartender a month ago about the crazy lines everywhere, and he told us they were sorely understaffed because Eldo was deliberately slow-walking the rehiring process—it was all about squeezing out more profits. He was very unhappy with the new owners, too.

 

I feel really bad for the employees and my hat is off to those who have stuck it out and are still providing great service. They deserve better.

 

Your post echoes what most Trip Advisor reviews say at "insert CET resort here".

The company only cares about their betting app division after buying William Hill. The hotel and casino operation is secondary.

 

+1 for team "what's the point" but I guess I don't really have significant offers so on that technicality, I guess I don't count, but my offers are so much better elsewhere that it's not worth the walk and or wait to check in and or credit card holds etc.

That said, I had a well established solid average of 5-10k per day in slots at CZR prior to closure and had somewhat decent offers. They immediately tanked last August and I've only stayed 2 nights since then. I currently have 1,750 tier credits on the year and have averaged less than $1,000 per day gaming and near absolute zero spend, and while my comp calendar is still as bad as it was before the significant reduction in play, my targeted offers have gotten a little better recently, at least with rooms.

I currently have Harrah's booked for labor day weekend, but only because my MLife comps are currently meh for that Saturday night, a CZR direct offer gave me a suite there (and a whopping $20/20 in FP/RC lol), and most of all, because I dont plan to play to my normal levels if I do go, and I dont want to nerf my ratings at MLife or Cosmo. But all that said, I got a new Cosmo offer yesterday, and may be able to stay the 4 nights there for free, which I may do instead if possible. But they (CZR) have become a backup backup plan for me, and there's no reason to burn them per se, I just won't stay there except in very special circumstances, like wanting to come stay in a suite for a holiday weekend and not gamble much.

And while anyone can certainly call the things mentioned by the OP "anecdotal," the fact is that anecdotally, pretty close to 100% of people reporting back are experiencing these things. Ignore it if you want to. Play where you want, feel however you want to feel about it. Assign blame where and how ever you want if it makes you feel better, but their level of service has taken a huge nosedive in Vegas over the last year, and keeps getting worse every time I visit one of their properties.

 

They've stated numerous times since the merger that they want to move the focus back to the gambler. Seven Stars and Diamond Elites are gamblers. They doubled down on this when they cut half of their shows in May. https://www.reviewjournal.com/entertainment/entertainment-columns/kats/caesars-cutting-back-on-live-entertainment-2353323/ If the focus isn't gamblers or entertainment, what is it? What they're doing just doesn't seem like a winning strategy that will last once the pent up demand wears off.

 

The strategy appears to be cut as much as possible as fast as possible to capture increased revenue right now, and then put back the “extras” when they have to….. and we all know much of what is being cut will never make a comeback. Unfortunately, until some whales are impacted by the cut and speak with their feet, management may not get the message. I don’t think losing 25% of their Diamonds or SS is going to hit their radar as an issue.

 

Bill Foley bought the winery, FYI

 

When you're in the service industry, the most common move to "apologize" for bad service is to move the blame up the totem pole. Since their wage is so tip dependent, it's safer and easier to say "the kitchen said no" or "the manager said we can't" or "the owner won't get any more help" When we were there however, we were told Harrah's pool can accommodate a few hundred guests at peak capacity. Recognizing how high demand is right now and how hot the weather is, trying to allow for 1 employee to cover orders for hundreds of guests is also detrimental to their bottom line. The pool complaint seems the most illogical. Assuming they are not making the "tipped employee minimum and are not offered health care" a waitress costs 9.25 an hour. With a typical mixed cocktail coming in around 18 dollars and at around 80% profit, 1 cocktail covers the waitress for the hour, a second covers the bartender and a third covers the bar back. Even John Taffer would assert that an improperly staffed bar is losing money. A single waitress can maybe take orders and deliver say 120 drinks an hour (60 couples or 30 groups of 4). The assumption however is people in these circumstances would likely order 2 drinks per hour. So there is no way they are saving money by not efficiently taking orders from all guests. Harrah's pool is open for 8 hours. Selling a total of 24 drinks covers 1 server, 1 bartender and 1 bar back for the day. Add it another 24 drinks and you could cover 2 more servers and another bartender. After 48 drinks it's pure profit. It's hard for me to imagine they don't want to sell more drinks.

Right now it's hard to fire anyone because there is no replacements