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I think that I officially have the worst hosts in the Universe!

Discussion in 'Comps' started by fasbman, Jan 29, 2020.

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  1. fasbman

    fasbman High-Roller

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    A little back story about my level first. Last Year I hit Diamond elite, and this year I'm at Diamond Plus already with CET. Last year was done through 5 trips, and I have already had two trips this year. All of my TC's were from gaming. I generally do either a 1000 TC day or a 2500 TC day at least 80% of the time (last year I did one 5000 TC day). The bottom line is that while I am far from a whale, I do run a respectable amount of coin through the machines.

    I have had (in theory) 3 different hosts. Two Vegas and one from New Orleans. I almost always just book my own trip. My first Vegas host bugged me to book through her. When I checked the rate calendar, I could get 5 nights at PH comped. But, I let her book the room with no additional perks which was fine. When I reviewed my account the night before checkout, I noticed I got charged for 2 nights, albeit at a low rate. I showed the host on duty the email from my host saying all nights would be comped, and the host on duty, basically told me that I could be making up a phony email, and said I would have to take it up with my host.

    I emailed my host with detailed information on the issue, and I never heard back from her. I sent another email, a week later, same no response. I left two phone messages, no response. Finally, I noted it in the host survey, and I definitely got a response. She was very defensive, said she had been busy ( this was about a month after the issue arose) and said it was one day, not two (it was two), and that she would reverse the charge. Instead of a reversal, I got charged for another day. Annoyed, but still professional, I sent her another email detailing the issue and why I believe I was charged another day instead of a reversed charge, No response. Another email a week later, along with another phone call, and you guessed it no response. At this point, I dropped it, and decided it would be a cold day in hell, before I ever used her to book another trip.

    A couple of months ago, I got an email and a robocall that I have a new host. Yeah! I sent a couple of emails (and a phone call) introducing myself, and asking about how the Diamond Elite airfare worked. You guessed it - No response! So, I won't be using my Vegas host for anything if I can avoid it.

    The kicker is that I just received an email from Harrah's New Orleans saying that my host just left there, and I would be getting a new one soon. I replied that I wasn't aware that I had a host in New Orleans since they had never emailed, phoned or introduced themselves!

    At this point, I'm more amused than annoyed. Also, I can book a trip myself or through the VIP number if I need help. However, I think that it is clear that some people should not go into customer service!
     
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  2. JeJas

    JeJas VIP Whale

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    Sorry to hear your bad experience with that host.
    So now you can appreciate why I don't need a host.
     
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  3. cjcjcj

    cjcjcj VIP Whale

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    I gave up on hosts after two on the strip and 1 downtown left much to be desired. Now I just take the marketing offers, play where I want, and whatever!
     
    One more time in 2021
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  4. smallz79

    smallz79 Tourist

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    yup, i dont have a host with MGM anymore and i like it better that way. i just book the offers on my own.
     
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  5. msujen12

    msujen12 Low-Roller

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    If I can get a baller offer with no host, then having a host just makes me feel pressured to spend more money while I'm there. It's like I know someone is watching when they have booked the offer for me. I personally have one through Caesars, but since I have pretty amazing offers I can book on my own, I just don't know that I would use them (at least on the front end).
     
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  6. rgrif57

    rgrif57 VIP Whale

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    We are lucky I guess our hosts have been very good and usually get back with us within that day or by the next Sorry to hear just keep filling out the surveys.
     
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  7. Astribling

    Astribling Alice In Casinoland

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    I have a host at my local. I've met him, he's nice. No rooms at the local but he gets me dinners at the steakhouse. Sometimes I'll email and he replies immediately, other times nothing. I've texted at times and nothing. It's very up and down which gets frustrating. Oh well.
     
    Vegas in December, Yes Please! Hotel TBD
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  8. rdwoodpecker

    rdwoodpecker High-Roller

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    I have been given a couple host from Las Vegas thru CET. Like many of you I typically just booked my own offers. However the newest host I have from Vegas has done pretty good at lining things up for me. We had a mailer offer for 3 comp nights in New Orleans this week. I mentioned that we would be staying for 4 nights. She got the fourth night comped, I thought that was nice as it is over Super bowl. So far so good.
     
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  9. JulianC

    JulianC Amateur

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    @fasbman It sounds like you have a "casino account executive" (aka "junior host" aka "booking agent") and not a real host -- unless the email signature of your "host" shows a title of "executive casino host" or higher (perhaps something with "player development" in it). The email and scripted call you got from your current CET Vegas "host" all but confirms that; the non-responsiveness is a stone cold lead pipe lock that your host is either a "junior host" or a really not-good executive host.

    By chance, do you happen to know your ADT?
     
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  10. fasbman

    fasbman High-Roller

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    I'm not sure what the title is of my host in Vegas. In New Orleans, the host I never knew I had was called an "Executive Host" in the email I received from Harrah's New Orleans announcing their departure, and telling me I would get a new host in about a month. An educated guess on my ADT (using the formula base TC/2) is probably between $700 - $900.
     
  11. Flowers

    Flowers VIP Whale

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    So sorry @fasbman about your experience. I would be so annoyed as well.

    The CET hosts are all over the place. The best one I had was 5+ years ago and then he moved away or retired. The one I had immediately after him was absolutely horrible. I couldn't understand how she had ANY job at CET. And we are talking about doing basic things that I MUST have a host do, unfortunately, such as tied to Seven Stars trips. It was a total hassle changing hosts but my email to corporate basically said if it doesn't happen I'm never playing at CET again.

    I ultimately got a new host. Lovely woman and is decent on the response time. She recently booked my Experience Credit and added my Seven Stars retreat to a reservation I had already made. So, all good there but again, I've only had her do the couple of things only she can do. I asked about 1 or 2 comped nights added to my existing reservation at Harrah's for my Seven Stars retreat trip and she said she would see what rate she could get. At this point, with the sale going on, I can get a good rate myself. So, while not great, she's okay.

    The additional wrinkle for me is that she knows my play in Vegas is not that much though she still does what she needs to do as I'm a low to mid-level Seven Stars player (due to AC), though I think I'm done with that this year. After a short trip to AC a couple of weekends ago to chill and do some low rolling, I may not be back until May, with two Vegas trips in between. If, based on ADT, I get the weekends in the summer I want in AC as a mid-level Diamond in 2021 (I'm Seven Stars again this year), that would suit me just fine as I understand from her that hosts don't need to do anything for you to get your reimbursement in slot play for Diamond Elite trips. You just need to take your receipts to a Total Rewards clerk. I'd love to be able to do everything, at least with CET, online.
     
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  12. LB9

    LB9 PH Blackjack Degen

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    I've also had similar issues with the two hosts I've had in the past CET, both ironically at PH. They did nothing more than I could, responded late and/or never came through. Plus, there was always this subtle pressure to play more, notwithstanding I was getting absolutely nothing more than what I already was through my marketing offers.

    I'm glad I don't have one anymore, not that it matters. Frankly, I think many people are more enamored with telling others they have a host more than anything.
     
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  13. smallz79

    smallz79 Tourist

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    thats what i think too, people like saying that they have a host. like a status symbol. but do whatever works for you.
     
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  14. Vegas28m

    Vegas28m Medium Roller, Chicago

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    My host is a Regional Director and have no idea what that means.
     
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  15. vtecvick

    vtecvick Tourist

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    My host has been great at CET. If you need a good host let me know
     
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  16. trellaine

    trellaine High-Roller

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    I had a bad experience as well with an offer from the DT Grand last April. Why do hosts seem so flaky?
     
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  17. westcanguy

    westcanguy Low-Roller

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    For the most part, it's because its a stressful, often thankless job. You ever notice that there are more negative than positive comments about hosts on boards such as this? Many people aren't happy because they are Diamond and don't think they are treated well enough by hosts. It's not my place to defend hosts but I do know for certain that they need to drive a certain amount of revenue into the casino in order to make money, let alone keep their job. With that pressure, they focus on clients who spend the most. I have no idea how many clients a host would have but I wouldn't be surprised if they spent most of their time and efforts on 20-30% of their book.

    There was a time when I got the limo's, the cabanas, suites, concert tickets and never ever paid for food or booze. I don't get that anymore and I'm okay with it. I've learned that while I think I was a player, the truth is that there will always be people that don't play nearly as much as I do but there are also people out there that provide enough play to mark me in the Mickey Mouse club. Lack of love from a casino host is a first world problem. As others on here have stated, reach out to a host but if they don't get back to you, book things yourself. Besides, if you get a host to help you with some extras and you have a weak trip or don't give enough play, you drop off their radar. You don't need a host to get you an extra night. I've had reservations do that themselves when they see I'm Diamond.
     
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  18. Scottndindy

    Scottndindy High-Roller

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    I have a great CET host. I’ve talked pretty extensive with him about the exact issues people are mentioning on this board. I think the majority of issues stem from a couple main factors:

    1) quantity of players - the number of players each host is assigned is astronomical.

    2) unrealistic expectations - a lot of times there are very few comps to be had. Usually a room will eat up most theoretical unless a player bets big. They expect the world but the computer system tells the host how much they can comp.
     
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  19. fasbman

    fasbman High-Roller

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    I understand and essentially agree with what you say. In the New Orleans case, I am more amused than anything since I never knew I had a host, so no harm no foul. Also, I have never asked for anything that wasn't in my on-line offers. However, when a host asks you to book through them, and then totally ignores you, either before hand or if there is an issue, that's what I have a problem with!
     
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  20. zignerlv

    zignerlv VIP Whale

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    The critical posts about CET hosts are nothing surprising given my own limited experience with them.

    I see a few posts defending them. My issue has nothing to do with "they don't do enough for me... .they should comp me more". My issue is the basic fundamental business courtesy that exists in most businesses, but somehow not with many casino hosts. I'm talking about returning emails, phone calls, acknowledging thank you notes, making requested reservations timely (in a few days, not a week+ after 2 follow up emails). Taking 2 minutes to look at someones profile before calling them about an offer. Guess what, if I live 2500 miles away, visit 2-3 times a year, and I just returned from your location 7 days ago, what chance do you think your call about coming for a minor promo this weekend is going to be worth your time?
     
    Last edited: Jan 30, 2020
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