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MyVegas Just a heads up on Excalibur Freeplay....

Discussion in 'MyVegas' started by dbueler, Apr 21, 2017.

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  1. dbueler

    dbueler High-Roller

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    Folks,
    I just returned from Vegas yesterday and wanted to post my experience using MyVegas freeplay at Excalibur. I had asked a couple of questions about this on the board prior to my trip and ended up with conflicting information. Now I see why.

    I am tired of MyVegas, the restriction to stay at an MLife property for the best rewards doesn't work well for me as I am comped at CET properties. Additionally, MLife properties getting rid of their smoking rooms doesn't work for me well either. I had a ton of LP's to use and I get 6 rewards, I made a few small chip purchases in the early days and the number of rewards has stayed at 6. I decided to burn my LP's this trip so I can finally stop logging into this game. I purchased all three FSP rewards for a total of $175.

    I didn't need a hotel room as I was comped at Harrah's, but decided to book a low cost room at the Excalibur and use a ton of LP's on fsp. I originally booked the room on Expedia, then cancelled that when I received responses saying Excal wouldn't honor the FSP with a 3rd party booking. Seriously? I re-booked on Excal's website and saved $3. This is a room I will never see, and didn't.

    I checked in on Easter Sunday with no issues then went directly to the MLife desk. After waiting 40 minutes, I was waited on by an elderly woman Andyce (per her nametag). She immediately said I couldn't use all three FSP rewards because I didn't book enough nights. I explained that's NOT what the terms and conditions say... they clearly state if you are using more than one FSP reward, you must stay for 3 nights. I showed it to her in the terms and conditions. Honestly, I was hoping for the young competent girl but she went on break.

    Andyce disagreed with the terms and conditions, and I wish I had a picture of her SMILING when she told me I didn't have enough nights booked again. It really made her day. I told her I DO have a 3 night reservation and that's acceptable per the terms and conditions.

    She stared at her computer screen for over 5 minutes and I asked "So where are we?". She was stumped because she was bound and determined not to issue that FSP. I asked to speak to a supervisor, then she pointed to the man on her right, Lorenzo Herrera, who was helping a customer. I waited. And waited.

    In the meantime, the young competent girl returned and when she heard what was going on, she said a 3 night reservation was right and the fsp should be issued. At this point, the supervisor joined in and said Yes, yes, you are right, a 3 night stay is all that is required. BUT today is a blackout day because it's a holiday.

    There weren't blackout dates listed when I bought the reward, but ok... it is a holiday. I wasn't opposed to returning the following day but INSISTED he train Andyce using the correct rules. I told him since I would be returning tomorrow, I wanted to make sure Andyce was correctly trained so I didn't have to go through all this BS tomorrow. He said ok.

    So flash forward to Monday afternoon. I bussed back to Excalibur and waited 30 minutes in line at the MLife desk. When it was my turn, it was the supervisor Lorenzo Herrera who was open (same guy as yesterday). I was really pleased since he "got it" and I wouldn't have to go through the BS.

    Wrong.

    The first thing he says to me is "You don't have enough nights booked to use all three rewards". Are you fukin kidding me dude? In that instant, I realized he didn't recognize me as the customer from yesterday. I had come from the cabana at the Wynn Tower Suites Pool and had my long hair up in a bun.

    I immediately said "hey, we talked about this yesterday and YOU said I had 3 nights and that met the rules. I cannot believe I am supposed to go through this BS again". I saw the recognition in his eyes, and he said "Oh yes, of course, let me redeem these for you." He also saw me write down his name. I then said " I can't believe it's clearly on the terms and conditions, as it was yesterday and again today, and this is the treatment I am getting AGAIN" to which he replied "MyVegas has their rules, but Excalibur has other rules". WTF is that supposed to mean?

    In the end, I got the $175 in fsp and turned it into $170 on quarter VP and walked. I like the VP at Excal for some reason and had planned to play there for awhile, but not after this experience. Not a dime.

    So folks, I'm not going to argue it with anyone, but I'm saying outloud that Excal is jacking with the freeplay rules. If you don't push back, you aren't going to get all 3 rewards. I watched the supervisor Lorenzo Herrera say one thing Sunday and a completely different story on Monday, until the horror of recognizing me registered on his face. Excal is not supporting the terms and conditions printed on the reward, without protest. Excal's mission is to find one reason after another not.
     
    • Informative Informative x 4
  2. nostresshere

    nostresshere Mr. Anti Debit Card

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    Amazing.

    When a casino GIVES away something, there is a reason. They GIVE AWAY the freeplay with some reasonable hope/expectation/gamble that the person using it will actually spend time in their casino and spend money in their casino. They have no intentions of just giving out freeplay to anyone that is going to use the FP and then walk.

    THAT is why they have room nights attached.

    THAT is why they have rules.

    Sorry, but that is simple business.

    (as to the desk jockeys not understand the rules, your point is valid)
     
    • Like Like x 2
  3. zenvegas

    zenvegas High-Roller

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    I agree its frustrating and I will walk away from casinos that burn me. I tried to use the bogo buffet at the Mirage in November and was told it was blacked out. I told them that that date wasn't on the list. She said they reserve the right to change the terms and conditions.
    Shoddy customer service at best. One hand doesn't know and/or care what the other hand is doing.
    However, that's endemic with all companies now.
     
  4. dbueler

    dbueler High-Roller

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    Hey, I never questioned the rules of attaching room nights. I completely understood the T's & C's, I do contracts for a living and have for 34+ years. The issue was I fully complied with the rules and Excalibur, not MyVegas, decides to add their own rules in a thinly veiled attempt to not honor the reward as offered. I debated posting this experience but decided to simply because when I asked questions about this reward, multiple different answers were given. I thought a recent experience might be valuable, especially to give those who want to use the reward a heads-up about the Excalibur. And by the way, the freeplay was not "given out", the LP's were earned and redeemed for a reward at face value that happened to be freeplay.
    diane
     
    • Like Like x 3
    • Agree Agree x 1
  5. birdman925

    birdman925 Low-Roller

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    Did you pay the resort fee for three nights for a room you did not use?
     
  6. insin

    insin Speed Spender

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    That's what I was going to ask!
    $XXX for 3 nights plus 100+ in resort fees to get the $175 Free Play rewards that you were able to turn into $170 =(
    Plus all that time and aggravation....soooo not worth it!

    When you re-booked with Excalibur...was it through MLife with a comp or a "special rate" offer? Even fully comped rooms still have to pay the resort fee, right?

    Just curious because I think I remember reading somewhere that someone else couldn't redeem the MYVegas FreePlay reward because they were using an MLife comp or special offer rate for their room. IMO just a bunch of shenanigans.
     
    Last edited: Apr 21, 2017
  7. dbueler

    dbueler High-Roller

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    It's a long story on the room, I had a friend who was going to use it then they had to cancel their plans. They still paid (me) for the room. The "value" of the room didn't come into play nor affect the fact that Excalibur is changing the rules and honoring the terms and conditions only when forced. I also used multiple myvegas buffets that I would not otherwise be able to use.
    diane
     
  8. insin

    insin Speed Spender

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    Well at least you were able to use up your LPs
    I'm not sure I'll find anything I'll WANT to spend my LPs on.


     
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