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Odd phone call to Venetian (Grazie)

Discussion in 'Comps' started by the nuts, Jun 16, 2017.

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  1. the nuts

    the nuts VIP Whale

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    Allow me to preface this post by saying I have been exclusive to V/P for about 14 years now and visit the hotel a minimum of 6 times a year (if not more). Im not a high roller by any means, but I spend my fair share and I hold a platinum Grazie card.

    I called the Grazie services number to make a reservation for my next visit. In past years I would receive a comp (on sun-thur) or casino rate on weekends and some busy weekdays. Which is fine with me. This has been the arrangement for years.

    So the agent says to me, "the rules about casino rate changed and I cannot offer it to you anymore".

    Okay....... I replied with the usual response about my many years of loyalty and how I have maintained my Platinum status for many years by spending in the casino and hotel.

    She says to me, "a lot of people have platinum status and if we gave everyone casino rate imagine how bad our business would be".

    To which I responded, so what you're telling me is platinum status is not exclusive anymore and doesn't mean much at this point. That being loyal for 14+ years and spending enough money in your establishment to achieve and maintain platinum is not enough to qualify for casino rate rooms.

    She says, "I didnt say that sir, I said that you would be surprised how many people have platinum status"

    I moved on because she wasnt getting the absurdity of what she kept saying. I responded asking if there was a higher level than platinum that we could achieve in order to have more exclusivity.

    Agent: "no thats the highest level"

    Finally I just gave up and say goodbye to the agent and possibly the hotel.

    Rant over, just had to tell someone, as I felt extremely disrespected after being loyal for so many years. Obviously there was more ridiculousness to the conversation, but Im not sure if I just got a horrible agent or the rules changed. (I do not have a host since I dont play enough to get the attention of a host).
    Sheldon has finally killed it for me (for now).
     
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  2. Knucklehead69

    Knucklehead69 Low-Roller

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    Wow, That one of the craziest ones I've heard! I'd have to put this off as an uninformed or momentary disgruntled agent.
    I would definitely visit the Grazie host office on my next visit to town and get this straightened out...
     
  3. nostresshere

    nostresshere Mr. Anti Debit Card

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    The agent was being a bit more HONEST than most.

    Offers are based on PLAY, not on tier. Same everywhere.

    You really should have given a few other places a try. They WANT your business. You have trained V/P that you will keep coming back. They learned.


    I have to repeat two things.

    The agent was telling you what others are thinking, but can actually say it.
    and
    Offers are based on play, never on tier.
     
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  4. Chuck2009x

    Chuck2009x VIP Whale

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    It is kind of a strange way for her to have put it. She wasn't prepped well enough.

    On the other hand, for them (or anyone else) to call it a "loyalty" programs is a misnomer. The rates you get are based on your play, nothing else.

    There really wasn't going to be an answer that would have sounded good to you, but she didn't take the best route. To make someone who has their highest possible level feel like just another shmoe is bad form.

    Unless she's incorrect about the policy:
    1. You weren't getting casino rate because of your Platinum status, your number of visits, or how long you've been going there, you were getting it because of your play level
    2. Their room rates are going up and you are getting priced out of casino rate because of that
     
  5. the nuts

    the nuts VIP Whale

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    Im hip to the game. By no means am I naive about the fact that play is king. I've been going to Vegas since I was a child. I grew a beard, wore a suit and rolled dice at 17 years of age. Its not about that.

    But, I would expect a certain level of decorum when speaking to someone that holds your platinum level loyalty program (the highest you offer the general public). If in fact the rules have changed, why did I call back 5 minutes later and get the casino rate from another agent that was astonished at the first agents attitude. Its a bunch of garbage, they have the wrong people dealing with grazie members and at the least I would expect the courtesy of respect during a phone call (regardless of my level). Especially when I've given you my business exclusively for 14+ years. It wasn't the money, it was the treatment. I would love to see how they treat the purple grazie card holders. Geez!
     
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  6. tringlomane

    tringlomane STP Addicted Beer Snob

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    Signing up for the Grazie card saved my gf at least 25% on Blue Man group (when they played there). So not bad. Lol. But she hasn't interacted with them since. Your story sounds awful though, and I'm not surprised another employee did what you expected to happen in the first place.
     
  7. XKxRome0ox

    XKxRome0ox Low-Roller

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    you should make a formal complaint about that first employee
     
  8. nostresshere

    nostresshere Mr. Anti Debit Card

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    The first employee could have just said - "No rooms available" and left it at that.

    Would that be okay?
     
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  9. the nuts

    the nuts VIP Whale

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    She could have just done what I have expected for the past 14 years, as her co-worker did for me without even questioning me. That would have been acceptable.
     
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  10. thecarve

    thecarve Misanthrope

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    You got a shitty rep! No two ways about it.

    But, isn't that pretty much par for the course these days? I'm not trying to excuse anyone, nor do I give a shit about whether anyone likes/dislikes Venetian. But, I'm really not understanding the feeling of insult.

    Do you expect that the minimum wage lackeys elsewhere are any better?
     
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  11. 93 Octane

    93 Octane Chief bottle washer

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    14 years is a long time to dance with one casino partner. I don't care if you're a low roller that fact--in itself-- deserves some modicum of respect when speaking with reps of the company. Don't blame you for being pissed
     
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  12. the nuts

    the nuts VIP Whale

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    There is no excuse for poor service in any industry, especially the service industry. There are several interviews and training these people go through before being placed on live calls. Especially in the department that handles your "so called" loyal customers. If we dont demand good service, then how do we expect to get any value for the dollars we spend in any establishment. If we collectively allow that to be par for the course, imagine what a double bogey might be, basically get cursed out and kicked in the balls.

    My sentiments exactly.
     
  13. DaiLun

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

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    This is just an example of how the casino business has changed due to the economy, but the representative could have handled it better.

    A phone call to management or a letter would be in order, and perhaps (if worded properly) might get you a one-time exception.

    Platinum at V/P should get better than "sorry, no offer available". I am Gold at V/P and still continue to get offers.
     
    Another NGO trip. QQQQ/NYNY
  14. merlin

    merlin MIA

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    So what's the price difference between casino rate and what you can get otherwise?
     
  15. nhcris

    nhcris VIP Whale

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    The response from the first agent was completely unacceptable & I would definitely follow up with management. Honestly, casino rate is a nominal discount that most casinos give out to almost anyone. Platinum is nothing to be sneezed at, and I hope that they take better care of you in the future if you choose to stay with them in spite of the first twit.
     
  16. Hoofy7

    Hoofy7 VIP Whale

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    I didn't maintain my status as I didn't make enough trips last year, so your status is higher than mine. I'm only gold this year. I never pay a dime for rooms or food there. I always thought loyalty was the reason I get what I do there. I would ask for a host. It will save you dealing with reservations in the future and they may even comp your rooms up front as they have that ability where reservations does not.
     
  17. TIMSPEED

    TIMSPEED The biggest Degenerate on VMB

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    Im curious how you're PLATINUM...but you only get comped Sun-Thur?
     
  18. the nuts

    the nuts VIP Whale

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    Its usually about 30-50% less that going rate. Its also the price they advertise to the public during the off season. Thats why I was surprised by the first agent!

    Agreed! I always thought that the highest level of a loyalty program was special. It is with EVERY other company I frequent.
     
  19. the nuts

    the nuts VIP Whale

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    We make several business and family trips throughout the year. Basically spending a lot on rooms, dining, etc. gets you points in this hotel, which in turn gets you platinum. On occasion only I have been known to get a bit degenerate on the tables/machines, which is why my comps have been weak in the past (sun-thurs). Lately I haven't gone degenerate much, hence the casino rate offers only.
     
  20. deadeyefive

    deadeyefive Tourist

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    Exactly. When a resort is advertising as a 5 star resort. That is what you expect. Your not calling the front desk of the Casino Royale. They are supposed to be the top of the line and that is what you should expect. Anything less is not acceptable!!
     
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