Planning our next trip to Vegas and was surprised at the difference in personalities over the phone. While I understand that everyone is different, this different surprised me.
We're staying 4 nights. 2 comped nights from Total Rewards, 2 comped nights for mLife.
First call was to Total Rewards where I'm Platinum thanks to the Visa Card. Staying at the Cromwell and taking a nice free play offer. The representative was super friendly. Seemed surprised the Cromwell was part of the offer I was redeeming (which I agree is rare) and congratulated me on receiving a good promotion. As she was reading the terms and legal blah blah blah, I joked I would be there on time barring fires jumping over the freeway. We then bantered back and forth about the fire. She offered to make reservations for us and told me about the restaurants. An extremely pleasant time. I offered to take the survey and gave her all 5's.
Next, mLife. We're Gold card there. Decided to see if the Bellagio would match the offer we received from Aria which was a little better. She immediately responded with "We do not honor sister property offers." Silence. OK, I keep going. "The offer I have include 2 free tickets to Monte Carlo Summer Festival Concert. Well, there aren't any concerts the nights I'm staying. Do you have something else to offer me?" She replies "No, that's just an added bonus." Silence. I tired to joke with a her a little "Well, I had to try!" she replied something like "I guess."
It was sad. No warmth, no banter, no offering me alternatives even if I had to pay for them. Basically, no help at all. I did book the room because we did not have a pleasant experience at the Aria last time and just love the location of the Bellagio. However, with the potential of Mirage being sold and not being mLife any longer, I might switch. Mirage had the same offer I received from Bellagio so why not? Besides, I have my MyVegas 2 comped buffet's at Mirage.
While the Caesar's properties aren't as nice at mLife's newer casino's, that friendliness speaks volume to me. I'd rather go with less comps if it means more welcoming service. So far - Total Rewards is winning. We'll see if my stay at the Cromwell matches the representative on the phone.