need emergency information - Caesar's 7 Stars

I have been lurking for some time - thank you all in advance for providing your knowledge, expertise and continued camaraderie. I am currently in Las Vegas, just made 7 Stars this week (longtime 80000+ Diamond Member) and have had an absolute nightmare of a trip which has snowballed into a temporarily in an uncomfortable situation and one after another hassle with host staff at PH, Paris and Caesar's. I'm at my wits end and need to immediatly contact someone who has authority and desire to once and for all do right or at least, do minimum for a regular Caesar's patron (4-5x a week BJ player.) I will gladly in another post, describe my experience - should anyone else have any similar issue(s) however for the moment, do any of you have a contact or high level executive host whom I can contact for immediate assistance?

Just stating my appreciation of the literary reference and wishing you good luck. Sturgeon was a pioneer, and a poorly paid one at that. I'm not a CET aficionado or fan, so hopefully Alan and Dan and others can help.

Quote:

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Originally Posted by Kilgore Trout

I have been lurking for some time - thank you all in advance for providing your knowledge, expertise and continued camaraderie. I am currently in Las Vegas, just made 7 Stars this week (longtime 80000+ Diamond Member) and have had an absolute nightmare of a trip which has snowballed into a temporarily in an uncomfortable situation and one after another hassle with host staff at PH, Paris and Caesar's. I'm at my wits end and need to immediatly contact someone who has authority and desire to once and for all do right or at least, do minimum for a regular Caesar's patron (4-5x a week BJ player.) I will gladly in another post, describe my experience - should anyone else have any similar issue(s) however for the moment, do any of you have a contact or high level executive host whom I can contact for immediate assistance?

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Do you have a CET property that you frequent other than Las Vegas (in your hometown). I would have your host from that property contact staff at the Las Vegas properties you mentioned.

Kilgore Trout thanks for joining and for posting. Is this a problem that can be fixed internally by Caesars or is it something that needs the attention of the Nevada Gaming Commission, health department, police, building and safety, what?

Without knowing more I don't know what help you need. But let me suggest this: when all else fails call up the big boss' office -- Loveman. Sometimes when you make a complaint to the top someone gets the message to fix things.

Awaiting for more...much more....information on what the issue is. But right off the bat I see a huge problem--talking or trying to talk with any kind of host or executive host. They are not there to help you with anything other than trying to make their players feel as comfortable as possible losing, then going home telling everyone what a wonderful experience it all was as they enjoyed chatting with their "friend" the host.

It is amazing how different the hosts are at different CET properties. At our home property our host will go to bat for us and do anything we ask within reason. At one of the other properties we frequent our host is an absolute turd who goes above and beyond to make us beg or reject any and everything we ask him to do. Then he pouts and plays the victim when we go around him and accuses us of trying to get him in trouble. Like Rob, I am waiting for more details.

BTW, this exact same post is on Vegas message board but is posted by Texas Dolly instead of Kilgore Trout. Upon examining viewer profile Texas Dolly is 45 and Kilgore Trout is 38. What's the deal? Why don't you give us the story before we give you any more information?

All: my home property is Cleveland. I have a host (hospitality) in Central Booking who has never done more than book an occasional hotel room or send a season's greetings email. Unfortunately, the host system at my home property is nearly non existent. After years of not getting any comps other than an occasional pizza or burger to go after the typical palling around one does with the pit boss throughout the afternoon, that is (remember no cocktails are comped in Ohio) I have taken the attitude that grovelling for anything is not worth it. I have relegated myself to simply paying for anything that I could possibly want.

There is no negotiating the fact I should have been granted an executive host long before this trip to Las Vegas. My play alone, independent of my desires or unwillingness to deal with the hassle of playing the game, warrants an executive host in Las Vegas. I don't need nor want nor expect any special treatment, in fact the only thing that I've come to expect from Caesars Entertainment is a regular disappointment if there is ever anything I should want.

I take one long vacation a year. I take the middle of May through the middle of June off to travel. this year is no different and the first leg of my month-long vacationing started on May 28th. I've been in the city for two weeks with the intention of staying at least this long. I started with the WSOP when I arrived. I was out of tournament by day 3, however I hit the blackjack tables at Ballys, Paris, and Planet Hollywood hard and heavy for the first 10 straight days. I posted an average WIN of $3800 daily at $200 handand over 4 hour play. Needless to say, when I arrived in Las Vegas I had 90000 tier credits and by the end of the first week I had catapulted into 7 stars territory. I've had comped rooms back to back to back which I am aware violates Caesars Entertainment's typical standard for players. again, I didn't think it was much considering I only use these hotels days once a year and never for long durations of time. Plus, my play warranted each and every comped night. I decided to take more of a relaxing vacation second week and move my room from the forum tower at Caesars to a suite a Planet Hollywood. The room I was given, in my opinion, what is over comped. As a single female traveling alone I didn't have much use for the pimped out panoramic view or overly luxurious accommodations. Still, I wasn't going to argue, clearly the host at PH that the room was appropriate for me. I decided to get a haircut, pedicure and manicure at the spa to commence my relaxation. Note, at this point and past week one I had not had any meals or anything other than my room billed to my room and or comped. My spa visit was to be the first item I felt reasonable to ask to have the hotel comp. I came out of the spa hours later and after signing and authorizing $400 bill to my room for services. I thought it was a little over the top, I didn't look any better or worse than somebody who would have gotten $12.99 haircut at Great Clips but this is Las Vegas after all. The same afternoon my hospitality host in central booking suggested that I ask Planet Hollywood to cash out my $750 airfare credit since I was now going to have a $1200 airfare credit applied to my total rewards account . it went into the host's office at Planet Hollywood and ask them to furnish the airfare reimbursement in cash for me to spend during my stay. After some degree of pushback, VIP services agreed. Later, the same day, I received a call my bank to inform me that both my debit card and credit card (which were on file with PH to secure my room) had been reported lost or stolen for my protection. apparently Planet Hollywood took four separate authorizations for $1600 each which set off an alarm with the bank who then contacted me to reissue the cards via overnight mail. Its irritating as it was I realized that this was done for my protection and could not argue with the bank. I made arrangements to have them overnight the cards to me at Planet Hollywood and they were to arrive yesterday morning. I received a notification from ups that they were signed for the business office however Planet Hollywood could not locate the packages for me to pick up. Now, deep into week 2 after absorbing all of my own expenses, Planet Hollywood decides to hassle me about not having a card securing my room on file. To add insult to injury, I had sent out laundry earlier in the day which was due to be delivered back once billed to the room. I had also made a decision that for the last leg of my trip I wanted to stay at Paris. My intention yesterday, was to pick up my laun, attempt to locate my credit or debit cards and simply check into my Paris room.

The bank informed me that they would have to reissue to new cards and my cards would be delivered by Wednesday or at the latest Thursday. I foolishly figured that Planet Hollywood would simply, $100 laundry charge and that it wouldn't be too much of a big deal to simply check in to Paris without a credit card securing my room. I also figured that my 7 stars paperwork would have been completed inside of a week. Granted I was now stuck in Las Vegas with just a couple hundred dollars and no credit and debit card, I didn't really think twice about it. I thought that if it would have been any problem, Caesars would have understood that their aggressive authorizations on my account was in part the causation for me not having my cards for the next they are so. It's nearly impossible to argue that I'm not good for any charges nor deserving of any comps at this point.

I've left a lot of menial details out of the story such as the poor treatment I received on behalf of the whole staff of Paris and Planet Hollywood. I have received all types of rude off the cuff comments from the staff such as "call your husband or father to send you more a credit card." not only am i unmarried and lost my father several years ago, but I am the sole bearer if my TR account. The distasteful commentary has no place or justification.

As I write this, I am in my room at Paris after asked you repeatedly to have my laundry released today which Planet Hollywood will not do without payment made. Paris refuses to grant me any comps for dinner, stating the only way that comes will be handled is if I decide to play more or after they have already been billed to the room. this, even in light of me directly explaining to the host that my cards were overnighted to me and lost by the business center and then I would be more than willing to pay for whatever I billed this is my cards arrive tomorrow.

In fact, if I would have had my cards in my possession I would have booked my return flight home today. I am absolutely floored by the treatment I have received throughout my trip. I'm even more disgusted by the fact that because I am NOT actively giving back any of the money that I may have won or played with earlier in the trip, I cannot get any sort of service or respect. There are additional details may be a big deal to me they are not significant to most of what has occurred. What person in their right mind would be motivated to spend even one penny with a Caesars property given the set of circumstances? Am I wrong here? I apologize for any typos, I'm exhausted and I have dictated this entire diatribe. I've decided to lock myself in my room tonight and reread a copy of Max Rubin's Comp City while I figure out how to handle this mess. I know that this is a bit disjointed and all over the place, so please feel free to ask me any questions about the situation to clarify matters.

I'm 38. Both identities are mine. I didn't fully complete one of the profiles. I apologize.

Since you are in Vegas, if this horrible situation has not been resolved to your satisfaction by in the morning I would become their worst nightmare until they resolve this for you and apologize to you. Are you from Texas by the way? Kilgore, Texas is less than 40 miles from where we live.

Take a long deep breath. The fact you won $3800 a day should take a lot of the sting out of this.

The CET people will give you specific advice. I'm just going to tell you to not blow your top, as there should be sufficient ass-kissing when the smoke clears to make a measured response worth the effort. The disrespect you've been shown has been horrible, but you can begin getting even by not giving them any play and extracting every ounce of Seven Stars value from them after this is over.

I had a package lost at Paris once -- damn thing just disappeared never to be found. No apologies, no nothing. Not even much faked concern by them.

Now just one question -- you say you averaged $3800 a day playing blackjack, but you are now down to a "couple hundred dollars." How can that be true?

Indeed! I wired home all of the front money I initiated to be sent via transfer at the beginning of my trip, last week. I could easily spend like a drunken sailor if I don't put stops in place for myself. I figured I would have been fine with a debit and credit card for the second and more relaxing portion of my trip!

I intend to relax tonight but tomorrow morning, when cooler head prevails, I intend to try to make sense of how to handle this. I want to go directly to someone with the authority to make a Siskin and hold Caesars accountable.....where do I turn? Corporate?

Hi. I read the details you provided and there are a lot of problems with different entities which raise a bunch of questions:

1. Four $1600 "holds" or "charges" against your credit cards by the hotels? Why? That's problem #1. Your actual spending, as you told us, certainly doesn't call for that.

2. Your bank cancelled your cards to protect you? I'm 63 years old and my first credit card was an Amex card I got when I graduated from college in 1973. Yes, my Amex card says member since 1974. Never in my life was a credit card (any card -- debit, Visa, MasterCard, Amex) cancelled for unauthorized charges -- and I've had plenty over the years, including charges that I had to dispute for fraud. Why were your cards cancelled? And both at the same bank?

3. Your replacement cards were lost in the mailroom, or delivery to the business office? I understand things can go wrong, but this problem on top of all the others hits this ball out of the park.

4. You get a "pass" from Caesars Entertainment about the limited comped stay rule. Even our Dan Druff the chief milker of 7 Stars benefits couldn't pull off that trick. But you did? And the same magician who allowed you to have so many continuous nights can't help you now?

5. You won a boatload of money, but you wired it all home except for some small change?

6. Because of your extensive play at blackjack ($200 per hand for 4 hours is a lot) you put on a heap of points, you established yourself as a big customer, and still no one will step up and help you even after you had the ironclad rule about limited comped days bent?

If I were in your shoes I would first get on the phone to whoever pulled off all the magic that has already been pulled off for you including the continuous comped nights, added flight bonus, etc. and find out why they can't wave their magic wand one more time.

And if that didn't work I would call Loveman's office and tell them that because of unauthorized charges or holds your bank suspected fraud and cancelled your cards and the hotel lost the replacement cards and now you are stuck in your room without your laundry because some clerks screwed up in accounting and the business office.

(By the way, why is it that poker players have the biggest complaints about the comp system failing for them?)

Hi "Kilgore".

This is a mess. Like Alan, I don't completely understand everything.

I am also a poker player, and just completed a long stay at the Rio for the WSOP. Well, the completion is tomorrow, at which point I will be leaving and driving back to LA for a week or so.

I am good at handling situations like this, so I hope I can help you. I am in town for right now, so perhaps PM me your contact info if you would like me to help you assist faster.

First off, you should always travel with at least two valid credit cards, to prevent situations like this. I'm surprised at age 38 you only are traveling with one card, but I won't rake you over the coals about it. I'm sure you'll never make that mistake again.

Like Alan, I am confused as to why your bank CANCELED your card for suspected unauthorized charges. I have had cards suspended before for that reason (the last time it happened was when I got gasoline in Alaska), but never outright canceled. I can't imagine why they force-canceled your card. Which bank did this?

Anyway, assuming that's what happened, it doesn't surprise me that the replacement cards got lost. CET properties never handled incoming mail very well. In fact, most large hotels screw this up.

Like Alan, I don't understand where most of the $3800 you won went. You said you wired home your front money, but what about the winnings. That got wired home, too? How much did you leave yourself?

I am also shocked that you got them to do an airfare reimbursement for the $750 Diamond Aspirations flight. That is almost always required to be done in advance through Passport Travel, with no reimbursement procedure. So at least that establishes you have some pull.

The bottom line is that, if your story is true, Paris/PH need to make accommodations for the credit card screwup they made. You start this process by doing the following:

1) Find someone with reasonable authority in management on property. Do not deal with hosts, as they tend to be poor with handling customer service matters, aside from overruling "no" answers. Here you need more than an overruling. You need a complicated situation to be acknowledged and fixed, and a host simply won't put the time into that.

2) Start off by getting this manager to acknowledge they caused the problem by their erroneous $6400 holds. Have them look up the records of this if they don't believe you. If they still don't believe you, call the bank on your phone on speaker in front of them. Do not accept any answer besides, "Yes, we screwed this up, and we're sorry."

3) Get them to acknowledge that they lost the replacement cards. These are typically signed for by someone when overnighted. Again, if they deny it, offer to call the bank on speakerphone, and do not accept any answer besides, "Yes, we screwed up again, and we are sorry."

4) Calmly and succinctly explain the various issues that you have faced as a result of the two aforementioned screwups. First focus on the laundry. Tell them that you only had them do your laundry because your credit card was canceled and you didn't have the funds to have this done elsewhere. Ask for them to waive the charge. If they won't, at least ask for them to delay the charge until you get back and get the credit card thing sorted out. (But honestly, you're at least entitled to some free laundry after all of this mess.)

5) Your spa and dinner charges are a different story. It is often a mistake to charge things to your room based upon the belief that your host will take care of you later. This is where the host will have to come in, but before that, you should try to have the hotel side comp these off due to their massive foul-ups and inability to resolve the situation when you first brought it to them. However, you do not have a right to infinitely keep charging food and expecting it to be comped (or allowed due to a lack of valid CC on file), so you need to tone down the food charges. In fact, they can probably bring up a valid point that it is somewhat your fault to have put all of your eggs in one basket on your trip with that one credit card. No cash? No other CC? No ATM card? These are valid questions they will ask you.

Anyway, I feel for your situation. Sounds like a huge mess. PM me your contact info and I will try to help. I agree that being a woman makes it tougher to deal with situations like these. Men tend to get more respect when trying to resolve issues like this. Perhaps I can call someone there on 3-way and pretend to be your husband or brother, and they will back down.

But I'll need more details first.

I just want to verify something Kilgore wrote: you won an average $3800 per day over ten days? That's $38,000 correct?

Alan/Dan/all:

I'll try to address everything, including some of the relevant details I may have left out - which I may not have deemed relevant until now (after reading your questions.)

1) I have won a significant amount on this trip, no doubt about it. What seems to be missing from my profile (when accessed by CET hosts/staff) is my losses. I typically have the EXACT opposite experience when being rated. In my home market, I often play marathon sessions (6-8 hours at $100 a hand) and am rarely rated properly. There are also times when I play for hours at $25/hand. I like to play heavily between last call and first call - I play with a group of regulars during this time of day. The pit bosses/dealers tend to be more relaxed during these hours, the play is serious yet leisurely and we all know one another. I SHOULD ALWAYS pay better attention to my rating but I don't. It doesn't hurt me until I play elsewhere, players in LV are so hyper aware of status/rating that it almost makes the game much more business like and a lot less leisurely. Regardless, I guess when it comes down to it, it is ALL BUSINESS. That said, during this trip, I have also given back a lot of $. I always do. I purposely wired home what I WAS NOT willing to spend nor lose. To that end, it was my decision early in my trip to not bankrupt myself nor risk more than what I felt comfortable risking. Caesar's still has gotten more than $20000 from me (after all said and done) in the last few weeks. I did not include earlier the fact that I won $1100 and $1800 slot jackpots at Bally's. I gave every penny of both back at the BJ tables within 8 hours. And gladly - I expected to spend that $ on BJ.

2) This is worth mentioning: I am NOT a comp genius. I sheepishly admit this but I am actually quite naïve and am just really learning how others maximize their comps. To be truthful: I spend a lot of money, I earn a lot of points. Working the system and calculating shortcuts to gain points is too much work. I am going to spend the money no matter what. The status means very little to me. Sure, it is nice to be able to tell people I am 7 Stars. It is also kind of shameful when I think about all of the other things I could have/may have done with the time, energy and money spent to attain the status. The status means very little if the service received with such status is non-existent. I don't think anyone can argue that point.

3) My bank....is actually my credit union. While this is a personal detail and while frankly should be irrelevant, it is worth mentioning. Also worth mentioning is the fact that just before I left home, I had extensive identity theft. The result of which, was my decision to travel light, to place a fraud alert on all 3 credit bureaus and to use front money via wire. I do not and REFUSE to use casino credit/check writing. I have never had nor will I use a marker. I am certain with the onset of the use of Certegy mixed with my fraud alert, that a personal check may not be honored and so I left my checkbook at home. Again, I am traveling extensively and chose to minimize my load. I use NavFed. I felt bringing a card with a $50000 limit and a debit card would more than suffice. I also felt that having my cards to show the front desk/host office) would support my story. Even if the cards could not be authorized, the fact I have them with me should have more than supported what has occurred. As for NavFed, I could start an entire new thread over my thoughts on their security practices. I thought the reaction of the fraud department was over the top - especially due to the fact that I had informed them that I was traveling.....but it is water under the bridge. I can't undo it, so why discuss it? All I can do at this point is hope that my cards find me or at worst, straighten out the cards once I am home.

There are more details. I need coffee.....I am heading downstairs (at Paris) for an espresso and will provide more, shortly. For the time being, see photos attached, chips/$ porn....hopefully add to my cred a bit, in case there was any remaining doubt.

Kindly,
"Kilgore" AKA "TexasDolly"

"Play Your Cards....Don't Let Your Cards Play You."

Kilgore- best of luck with your situation. You deserve much more than you are asking for.
(Please ignore the below content. It is not relevant to your dillema.)

Dan- just wanted to be in b4 you fall in love. This is your dream situation and mostly importantly your dream girl. This may be the one outer you've been yearning for to dump Benji's mama and hook up with another poker playing female. Try not to be so awkward as your were with Josie or Stinkcum.

I spent 100 days a year in Las Vegas for 25 years. Whenever I'm confronted by the convoluted, I ask myself one simple question, which admittedly dates me a bit. "What would Jim Rockford think?" Then I play "The Rockford Files" theme music.

It keeps me out of trouble more often than not.

Then again, Jim Rockford never met CET.

Kerry/Dan:

I appreciate the humor, most of it at least.
It would be the wildest love story ever. No doubt about it. And the last reason I ever visit Las Vegas.

The only thing wrong with this "picture" is that Kilgore is asking for help. A player at his level should not need any outside assistance with a problem. What's missing?

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Originally Posted by Alan Mendelson

The only thing wrong with this "picture" is that Kilgore is asking for help. A player at his level should not need any outside assistance with a problem. What's missing?

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That's a Jim Rockford question. We need more of those.

Well... the manicure is missing.

I also noticed the missing manicure.
Something seemed off immediately after reading the first post of what happened. And the second one also. I keep re-reading the posts to figure out what it is. There are several major issues that don't make sense. They won't return $100 worth of laundry until the bill is paid but they allow her to check in at Paris knowing she has no way to pay for any room charges?
And traveling with only one credit card? I've been an identity theft victim also. At least 3 or 4 times. Can't remember anymore. But that doesn't mean I would be so irresponsible as to travel with only one credit card and absolutely nothing else as a backup.
Kilgore - I sincerely apologize if you and your story are legitimate, but something seems "fishy".

Is this Kilgore's first trip to Vegas? Is that why she doesn't have a Las Vegas host. If she's been to Vegas before and played at that same level, she probably has a host coded to her.
After making 7 Stars, it sometimes takes a couple of weeks for it to go through..........especially if you don't have a host pushing it through. Kilgore took a suite at PH (as she is entitled to best available), but that also means that the value of the suite will eat into comps. I don't really care very much about my room when I am there on my own and take a Resort Vista. If I am there with company, I will take a Panoramic or Boulevard Suite. I understand that the suites take comp dollars away from food,beverage, spa and entertainment (concert tickets). $200 a hand at blackjack will not generate a ton of theo.

My best guess for that play would be:

4(hrs/day) x 60 (hands/hour) x $200 (per hand) X 2% house edge = $960 ADT

comp rate of 30% = $288/day

$288/day would most likely be the cost of the suite

I'm surprised that they gave you a $750 air fare credit (for diamond aspirations 2). My understanding is that the airfare has to be booked by a host with Passport Travel.

I find CET execs to be very customer service orientated. Reach out to a property GM.

I agree with everything Lisa said. I also agree that something does not sound quite right. But giving the benefit of doubt to Kilgore, you have issues with both a non-gaming person (hotel management) and casino personnel (host or management). I never have the time or energy to fight with casino employees, but if you do, I would take a day and just persist until you get some satisfaction. But keep in mind that you may have over valued the comps to which you are entitled. I even question attaining 7 stars @ a few days of $200 BJ.

+1 regnis

I tried to do the math on obtaining 60k tier credits in 10 days by playing 4 hours of BJ. I can't get there. You would need a bunch of days hitting a large TC bonus. At $200/hand.......I don't see that.

Listen - I invite any and all questions. I'm at the point of "nothing left to lose..." So to speak.....

I'm now conjuring a list of other ways Caesar's has dropped the ball during this visit. The list is getting obscenely long. I'm quite honestly, looking for help. Not an argument or additional grief. I'm at Paris for another night (it was just extended, as a courtesy...) I don't want to spend additional time and days feeling the way I have felt. I need to finish this list, send it to the Corporate office and try to start to put the events of the last few days behind me. I still welcome help/assistance & non-judgmental opinions. As far as the details re: my personal affairs and life outside of what I have discussed here, I ask that you please reserve judgment or commentary. Its simply not appropriate unless it directly relates.

Do you now have your replacement credit cards?

Also, I think Kilgore mentioned that prior to the trip the tier score was 80,000. Unfortunately we don't know how many tier points are awarded for $200/hand blackjack but playing $5 video poker for four hours it is relatively easy to get 15,000 points in a day (5,000 base + 10,000 bonus).

For what it is worth, I don't feel that u should have to justify anything - what exactly would one have to gain by acting in any oth way but honest while asking for advice?

See above.

No, my cards have not arrived yet.

For what its is worth I do not see why we should not believe Kilgore. She is asking for help for goodness sake, not trying to get us to buy a time share. What benefit does she have to spin this tale? Moreover, is it too hard to believe the main assumptions in her story: (1) The Navy Credit Union overreacted in light of previous identity theft; and (2) CET is incompetent? If I could help her I would but I see no reason to question her integrity. BTW, not all women have nice manicures. I did notice what looked like lotions on the photos so have no reason to question her gender as few guys I know (myself included) use such supplies.

My suggestion to Kilgore is if she really wants help, to stop typing messages on the forum and just meet up with Dan. I have met him personally at Rincon and found him a helpful, knowlegeable and friendly fellow.

FAB

Thank you. I messaged him earlier. I have a call into corporate and have decided to sit by the pool as long as the weather cooperates. This is, after all, a vacation.

I agree that Kilgore has gone through a bunch of crap. I think the best move would be to escalate over a host. Go to a marketing or property exec. Every exec that I have ever reached out to has been VERY helpful.
I don't doubt Kilgore's situation and what she has had to deal with.
My issue is that with what I know of TR, hosts etc.......something just didn't make sense.

Trout- no need to defend yourself. Just take care of business. If you're not happy at CET simply don't give them any more action. BUT utilize all the benefits for which you have already earned while attaining 7 stars.

Fab-
Do you know that Dan is a 7 star over comped scammer who ruins it for all us other seven stars? Before you defend your savior think about it? By milking the system Dan is not a martyr, but an enemy to all who play fairly by the rules.

At least Kerry hasn't claimed (yet) that Dan molests young boys or abuses elderly ladies.

I'll send Kerry W. my Dan Druff Fan Club membership fees, but I'll need an address.

Playing fairly by the rules is something I've always aspired to, especially regarding companies making a profit from other people's bad math and addictive behaviors.

Quote:

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Originally Posted by Kerry W.

Fab-
Do you know that Dan is a 7 star over comped scammer who ruins it for all us other seven stars? Before you defend your savior think about it? By milking the system Dan is not a martyr, but an enemy to all who play fairly by the rules.

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Kerry W reminds me a lot of former (banned) forum member Dante... even to the point where I notice they have shared the same IP address.

Quote:

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Originally Posted by Alan Mendelson

Kerry W reminds me a lot of former (banned) forum member Dante... even to the point where I notice they have shared the same IP address.

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100% spot on captain. Too bad your detective skills are not as good as your narcissistic traits.

Kerry W has overstayed his welcome here. Too bad he hasn't made a contribution to offset his offensive remarks. Adios.

Well I gave her a way to contact me, so we will see.

I have offered the exact same help to men many times before, so I'm not trying to get laid or start a poker romance. I'm happy with my current relationship.

I am confused as to why Kilgore didn't put down a cash deposit (this is allowed) when her CC was dead.

I have verified from the IP that she is really posting from Vegas, but beyond that, who knows?

I also earned my 7 Stars 100% legit, playing VP at 3 different Harrahs.

I've put down cash deposits many times in lieu of using my credit cards. The hold amounts have gotten so ridiculous that between multiple properties and car rentals, they can lock up your card pretty quickly. Plus the holds don't get cleared as fast as 10-15 years ago. Those holds can be 30 days or more.

7 Stars cash deposit is only $200.

I'm surprised that with that level of play in Cleveland that the only host she has is someone at Central Booking. They do have hosts at Horseshoe, which is the only CET location in Cleveland that has table games so I'm assuming that's where she plays. There's not much to get comped - they just have a food court and a buffet, all edible but nothing to go out of your way for - that she couldn't get if she wanted to from whoever's working the floor when she's playing. But I'm just surprised no local based host got attached to her.

I tried calling her but nobody answered.

It was a Cleveland area phone number.

I recently moved to vegas from southern ca
Maybe go to the credit union? You could get cash, straighten out the cc and debit card issues?

Okay, so I talked for awhile on the phone with "Kilgore" (maybe 25 min), and I gave her some advice.

I didn't bother to ask about the manicure.

Basically, I told her to stop worrying about hosts and/or corporate, and to find the hotel manager of Planet Hollywood, and explain everything to him. At the very least, she should get the $100 laundry comped. Perhaps she can also get her entire stay comped, especially because she recently made Seven Stars anyway.

From what I can tell, the problem mainly lies in the fact that she's trying to get hosts to fix a hotel problem, and that never ends well.

Hosts only care about a few things:

- Your theoretical loss for this trip and recent trips to this particular property
- Your likelihood to return to this property to play in the future
- The value of comps you have used, and whether you are currently overcomped or still have comps you can claim

They do NOT care about your issues with the hotel (even if justified), unless these issues are likely to prevent you from returning and making them future commission.

Since "Kilgore" is from Cleveland, she is unlikely to be coming to Vegas very often, and therefore the hosts at PH couldn't give two shits about her issues.

So amazingly I'm going to agree with Rob Singer: You should not go to hosts with problems like this.

Corporate is also the wrong route, as they get thousands of complaints about customer service issues at CET (some valid, some not so valid), and they basically just tune them all out and give you a form letter after skimming your letter. And even if you get through to someone on the phone, barring something really outrageous, they aren't likely to get involved, and will likely just refer it back to someone local.

Something to understand about CET is that they are VERY compartmentalized. Each department operates almost as a separate entity, which leads to lots of comical fail when these departments don't interact or communicate well. CET is the ultimate example of a body where the left hand has no idea what the right hand is doing.

This is exacerbated more by the fact that the various CET properties don't cooperate much with each other, especially across markets.

It feels weird to be a big player at a CET property in Atlantic City and to be treated like a peon in Las Vegas, but that's kind of how it works. Of course, the whales get treated well everywhere because their reputation follows them (that is, when a whale visits another market, the new property is alerted), but for the rest of us, status at one casino doesn't translate well to other CET entities, even though it should. That's what Total Rewards was supposed to accomplish, but in reality, it doesn't go nearly far enough.

So back to this situation. Sometimes you just need to break it down to "Who/what caused the problem?" and then the simple answer is, "Okay, then that's who has to fix it."

So the HOTEL at Planet Hollywood caused the problems.

They should fix it.

I advised "Kilgore" to find the PH hotel manager (or someone working directly under the hotel manager) during the day, and calmly and clearly explain everything. Then ask for the $100 laundry charge to be waived. Then ask for any hotel room charges to be waived. Then ask for the food to be comped (or at least partially comped), but be willing to take "no" for an answer on that one. After all, she didn't have to continue staying at Paris when all of this went down. She could have easily checked out and gone elsewhere, or simply gone home. So she can't expect days and days of free food, but it's worth a shot anyway.

This is where she's most likely to succeed, as hotel managers have a lot of power to comp hotel related items. A hotel manager cannot give you casino freeplay or other casino-related promotions, but they can give you anything (within reason) associated with the hotel.

So that's the solution.

A host is not going to care about her situation. The host will look, see that she stayed in a suite and has become "overcomped" for the amount of play she's done, and that's when he will stop caring about the situation, especially because she lives thousands of miles away. That's the sad reality of the situation.

So it has to be handled at the hotel.

Before I could complete the conversation, I had to go because I hadn't seen my son in 12 days and just got home, but I think she got my point, and hopefully she will follow my advice.

Dan it was very nice of you to talk with her and to give her your advice based on your perspective.

I am still not clear on what she wants from the hotel? I'm not sure she is entitled to anything being comped -- but it never hurts to ask.

I do know this: comps are given out by "marketing" and not by the hotel and not by the casino. I learned this the hard way -- back when I couldn't get my room made up for three days during a NYE eve weekend about 8 years ago.

I had to go to the head of housekeeping for the hotel and all this VP could do was get my room made up -- no comps, no promotions, no offers, nothing. The head of the Caesars casino, also a VP, could not give me any comps or free play as consideration for the problem -- they all said it was up to marketing. And nothing came from marketing.

Guess who gave me something for the trouble? The housekeeper who actually came to my room and finally made it up. She had found a bottle of Dom in the room of a guest who checked out -- and she gave it to us.

I still think a lot of the blame falls on her credit union and for that the hotel is not responsible.

The hotel has to take a share of the blame for hitting her credit card for $6400 in authorizations. Even if the card hadn't been canceled, that would have busted many people's limits for at least a few days. That was a pretty big blunder, as was losing the replacement sent to the hotel.

You are correct that freeplay and offers have to come from marketing, but they CAN give you RCs for your trouble. I had it done for me before (I got $80) and I had a friend who got $250 in RCs. But both of these were casino-related mistakes. It is true that you will never get RCs for hotel problems.

However, the hotel CAN give you food comps (in the form of a food and beverage credit), and they CAN give you as many free nights as they want (or reduce your bill whatever they want). They can also comp off services such as the spa or laundry.

I think "Kilgore" should shoot for all free nights (she's 7 Stars anyway) plus the $100 laundry comp, and then see if she can get some food comps (but not push too hard if they say no to that one).

I have to say this: those $6400 in "holds" by the hotel should have been noticed and blocked by the credit union. The CU should have fixed that problem before Kilgore was ever bothered. The CU certainly should have contacted her. BofA contacts me all the time for unusual charges -- especially if I fail to notify them in advance that I will be in Vegas.

Sometimes things just go wrong, though.

In Alaska, my Chase card (which I had for a long time) was flagged because I was in a new state and charged to two different gas stations on the same day.

So it was suspended until I answered their text message regarding those charges.

Of course, I answered that the charges were fine, and I got an automated message telling me everything had been restored.

BUT IT HADN'T!

I tried to use the card again a few days later. DECLINED!

Called up Chase, they said somehow it auto-flagged again, and they would both re-enable it and make sure that this auto-flagging for gas stations stopped happening.

I tried again a few days later. DECLINED!

Then they had the nerve to blame this on the indivdiual gas station. Yeah right!

I finally told them that clearly something "broke" with my card, and they conceded this was possible, but "it will take 2-3 weeks to investigate".

I asked if they could just issue a new card with a new number, and they agreed to do so. That fixed it.

I understand your Alaska incidents, Dan. But Chase didn't flat-out close your accounts and make you wait for a new card.

I would hate to think that credit unions are so protective that they would actually cancel cards without regard to their members.

I have to disagree with Dan in that I find Corporate to be very helpful. A VP of Operations for Las Vegas was extremely helpful in resolving a issue in Atlantic City. I knew that he was previously the GM at Caesars AC. He contacted Caesars AC and 100% resolved my issue. I have also contacted Davis Hoenemeyer are a couple of occasions. Once he responded very quickly to my email and the second time, referred my email to marketing where my issue was resolved. There have been several other occasions where I found that CET execs have gone out of their way to provide exceptional service when any issues have come up.

The whole thing smells fishy from beginning to end. Time for a growler.

Quote:

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Originally Posted by Rob.Singer

The whole thing smells fishy from beginning to end. Time for a growler.

---

Rob, I believe it is almost always time for a growler!

FAB

OK--I looked up "growler" in the urban dictionary and I assume that is not where Rob was going. Anyone want to enlighten me on what a growler is.

Hi Regnis:

The way I used "growler" refers to craft beers sold in refillable jugs typically "to-go." Here is one place: http://www.thegrowlerguys.com/

FAB

Thanks--big difference from the urban dictionary definition, especially after Rob said something smells fishy!!

Quote:

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Originally Posted by regnis

Thanks--big difference from the urban dictionary definition, especially after Rob said something smells fishy!!

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Hi Regnis:

I looked up the Urban dictionary. I agree with you, very different meaning!

FAB

So to resolve the "growler" question: Rob should have said, "time for a pint" or "time for a cool one" or "time for a brew."

And... I learned something too. :-)

I understood both definitions. Wasn't sure which one was Rob was going for though. I have played in scramble golf tournaments where they put a growler in every golf cart, even at 8:00 am.

Not me. I knew the urban meaning. I suspect Rob did, too. It's more a UK slang thing than American.

Fab, I just assumed you were letting us know your preferences.

Bingo! I lived in the UK for two years, but I meant it both ways. Either one equates to gentle relief from the bs in this thread.

Quote:

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Originally Posted by redietz

Not me. I knew the urban meaning. I suspect Rob did, too. It's more a UK slang thing than American.

Fab, I just assumed you were letting us know your preferences.

---

Hi Redietz:

The Urban dictionary alternative is NOT my cup of tea, but hey I am not going to judge what other people are into :cool:

FAB

Hi Kilgore:

When you can, please report the resolution, if any, to your battle with CET incompetence. It may shed some light on CET inner workings for the rest of us.

FAB

Kilgore I am also interested in what your credit union has to say about the problems it caused.

She didn't answer my last text, and hasn't come back here to update us.

Weird.

What's weird is that a "big player" has no host, can't get the attention of a host, and ran into so many problems... while at the same time able to bend other rules such as extended stays. That's something even you can't get, Dan.

Don't you think the whole thing was a bit fishy?

And how much of these problems were really those of the hotels and how much was because the credit cards were cancelled? And what exactly was the customer wanting from the hotels/casinos?

And for the record, Kilgore has been back... but hasn't posted.

A lot did not make sense to me. I agree the whole thing was a bit fishy....... Extended stays, no host. Etc.
I've been to Cleveland Horseshoe twice. Both times I was approached by a host. I was playing very small ($25) as I was with friends and just killing time. CET will assign a host for a fairly low ADT (about $400). I also think making 60,000 tier credits over 10 days, by playing 4 hours of blackjack a day at an average bet of $200......would be unlikely. Alan, I know that you didn't think making the 6k tier credits wa difficult playing VP. Kilgore only mentioned playing blackjack and poker.
I don't doubt that there was some sort of credit card issue, but I just don't buy the whole story. I have contacts at all the properties she mentioned, but was not willing to present them when I couldn't 100% comprehend the story.

Definitely a fishy story, but I don't know what Kilgore was fishing for???

Kilgore didn't think that by taking the problems to a public forum that it would actually get comps, cash or anything else, did she? Especially when a fictitious screen name is used instead of a public declaration.

I still question just how much of the fault lies with the hotels and how much lies with her credit union and are we sure the credit union cancelled the cards for the holds? That is also unlikely as far as I'm concerned. I've had charges blocked but never had a card cancelled.

Small banks in the U.S. Are on the hook for bad credit card charges and so some are a little too " proactive " about canceling cards. It is probably a good idea to keep a card with a national brand too.

The target and Home Depot hacks of a few years ago hit some small banks really hard.

I disagree. The banks can simply refuse the charge. There is no need to cancel the card.

It's a shame Kilgore didn't post an update, as I'm sure Rob would have loaned her any cash she might have needed.

Banks don't necessarily have to eat fraudulent charges.

They can pass them on to the merchant -- provided the merchant is willing to pay up. They can close merchant accounts for refusing to pay, so those merchants can be stuck without being able to accept credit cards. Large merchants almost always pay up.

Also, if the bank hasn't paid the merchant yet, they can simply refuse to pay them.

The burden to verify the charge as legitimate is on the merchant, not the bank.