Wow! The Fremont can kiss my #%@!!!

I wrote yesterday and asked you guys advice about the fact that I hadn't had a mailer from the Fremont, and wanted to stay with them Dec 8-11. Someone suggested I call, as they had had mailers sent right thru to February. I did...
The woman said that I would have to wait. She didn't see anything on her computer yet for me, and said that since I hadn't been there for a while that would be why. I explained I was from Canada, and wasn't able to get there as often as some, and said I had to make arrangements now or book with their competition. She said "no problem" and said good bye! Wow! :Þ

 

Don't get insulted, but did you just call the reservations # or did you talk to somebody in casino promotions?

 

I don't get it. Just make a reservation. Is a discount really the deciding factor?

 

Sacrilegious Pay for a room you always got free in the past!

 

All that casinos are interested in is what's in your purse and in my wallet. However the way you were treated on the phone is quite un-professional in my opinion.

Like Joe mentioned, were you speaking to a reservationist or a casino promotion person? They could've had a host speak to you at the very least. If it WAS a host speaking to you that way, well, shame on them.

Anyway, it's their loss as you seek out other options for your trip. There are so many (and better) casino options out there interested in your business. By the way, I love playing at Fremont. However, they hardly show interest in my play and I hardly get offers from them. Does not bother me a bit since I get tons of offers from other casinos and Boyd properties. You probably have the same so screw Fremont and don't let it spoil you plan to visit in Dec.

 

The point is not about the money. I just was astounded by the amazing lack of interest by someone who is supposed to be professional. Oh well...gives me an opportunity to try somewhere new...just got an email from the Golden Nugget saying they have an amazing room sale from 6am to midnight on Monday....

 

Don't let it bother you. I got a similar response from M Resort recently. It's been 2 years since our last visit. I sent an email to a host, and another to player services asking for a casino rate, go absolutely no reply from either. Then sent a letter to the GM office. Got a call back from player services very curtly telling me too bad nothing they could do about getting us back on the mailing list, no mention of the rate request. Pretty much the same treatment you received from Freemont. Did some further checking and got the best deal from Red Rock, three nights free, fourth night at $89 including taxes and fees. My email to Red Rock was answered in less than 24 hours. The impression I got was that M doesn't care about my business, but Red Rock does. Guess you can figure out where our gambling dollars will be spent this trip.

 

I like your attitude. Golden Nugget is probably a huge step up anyway.

 

We did the GN cyber Monday sale last year and got a rush corner suite for something like $99 (might have been $79) on the weekend. We then got upgraded to an east end suite upon arrival. Monday GN prices will be good.

 

I'm somewhat at a loss as to how you were treated badly.

They explained why you hadn't got a mailer and YOU said you would have to book with the competition.

What were they supposed to do here?

 

Maybe be a little nicer about it. Like apologize and state that maybe next time they'll be able to do something better for you. "No problem" as an answer is not very professional if they are to retain loyal patrons. Just my opinion as to how I would've handled it....

 

It sounded a bit self-entitled is all.

No problem is actually polite after a "I'll take my business elsewhere".

Mind you, the "I'll take take my business elsewhere" came after a complaint about not getting something for free.

Comps are not automatic.

 

I kind of agree with Busyman...Pfrom a business stand point...
If you had no offers, then obviously you're not worth anything to them (historically), so they really don't care to "be rude" to you (as they have nothing to lose, perse).

 

He's a guy who has stayed there (and gambled) in the past, want's to stay there in the future, and all he want's is some kind of offer/discount. Now if they are so high and mighty that they cant use another customer, then good for them...but they are not that place, it's fairly busy, but they could do better.

I know if i was treated like that, I would deliberately avoid the place.

 

But they really do have a lot to lose. The customer you have is easier to keep than the customer you lose. Regardless of her circumstances, no one that phones your casino should be treated rudely just because the casino thinks they have nothing to gain.

Vegas is a town that survives on customer service. It starts at the bottom and extends to how much we tip and how much we're willing to lose. I've always found downtown casinos more than reasonable.

Hopefully, nancy, this is just a rude clerk. Honestly, if you had nothing coming, I would expect them to give it to you more gently.

I would phone again and maybe ask to speak to a host and then tell him your story. It's worth a try to see what comps they offer and honestly, if you really have nothing coming, they will tell you in a way that is way different than that clerk.

Don't let one rude clerk stop you from asking what you can get.

 

"I'm very sorry but there isn't anything I can offer you at this time" A statement like that would have left a much better taste and could lead to future business. Employees just aren't trained or don't care now days. It's management failure to treat any customer that way.

TomTWI

 

I recently contacted them about arranging a comped room for my son, and that was essentially how they responded.

Pretty sure this was just some grumpy employee who was likely juggling 2 or 3 calls at the same time & mishandled this particular one.

If you like the Fremont otherwise, I would not 'blacklist' them over this one event.

Add a +1 for the 'call back & talk with a host' suggestion.
Pretty sure you'll receive a much better, more-professional response.
Whatever happens, have fun, and good luck!

 

But he isn't a customer. Otherwise they might have been able to do something for him.

 

Ultimately, you're correct... I just wouldn't let any one-(1) employee chase me outta a place I enjoy. They are the ambassadors and representatives for the place... sure... but don't let one person have that much power.

 

I know that at some point a comped customer is not a comped customer.

At that point, that customer is just trying to get a room for free and the customer has to pay to stay.

I too have tried to a get a comped room at a casino on the strip where I hadn't been in awhile. I was shot down but I never presented my choices as some ultimatum.

Hell Downtown is ultra cheap to stay anyway (I understand that's besides the point).