Harrah’s Resort Southern California last month mailed a printed invitation to customers for an event every Sunday in November plus a guaranteed amount of free play.
The offer successfully attracted a huge crowd on November 1, but players soon found out the actual amount of free play downloaded from the slot machines was about half the offer amount printed on the invitation.
When players questioned this at the Total Rewards Center they were asked for the original envelope from the mailing. Of course, no one brought this to the casino, nor did many people even retain the envelope. However, several players had the original offer with them.
The Total Rewards staff took everyone’s name and players card account number and promised a response. Three days later, they received an email (Subject: URGENT! YOUR OFFER MAY BE INCORRECT) acknowledging the error (“internal sorting mistakes”), but offering no additional “compensation” – especially to those who made the trip that first Sunday in November. (11/5)