I just found it interesting that these interactions happened back to back. Had they been several months apart, I probably wouldn't have noticed. That being said, with heavy competition in Vegas, you would think companies would want that first impression to be welcoming and helpful. I know people have bad days, but in the hospitality business, you're bad day shouldn't be my bad day. There's a philosophy that the vacation begins with the reservation, whether on a website, or in person. For these 2 offers, I had to call the VIP number, which is different than posted on their website. However, I'm willing to bet more money than I am on a great craps game that all phones all ring to the same center.

People make a huge difference. I'll sit at a table with an engaging fun dealers even if I'm losing longer than I'll stay with a boring dealer who I might be winning. In fact, if I win with a poor dealer, I'll leave while I'm ahead. The fun dealers will keep me there until I give it all back to the casino. Which would they prefer?

The fact that my first thought after getting off the phone with 2nd person, I was ready to go somewhere else, should make a company pause. I wonder if my phone call was 'recorded for quality assurance or training purposes'.