Priority lines at casinos -- what do you do when your line becomes the opposite?

[Dan Druff]

I seem to run into a situation fairly often at Caesars properties which goes like this:

- I get into the Seven Stars line for something (registration, cashier, Total Rewards, etc) because it's shorter and I qualify for it

- Caesars employees are clueless and barely take anyone from our line, which in fact makes the line move more slowly than the non-priority lines

- I notice that I would have actually been better off in the other lines, despite them being longer

- In order to correct this, I need to object and other customers will hear me -- basically making me look like an elitist asshole


Would you object?

And if you object and the situation still doesn't improve, then what?

[Alan Mendelson]

Dan I have the opposite experience at Caesars Palace. The Seven Stars lines move quickly especially at the cage and non Seven Stars are complaining.

[Guy Incognito]

This is commonplace at Harrah's Cherokee, given roughly 90% of the patrons there are 7S. The TR employees usually do a pretty good job of calling for the next 7S member, though.

[coach belly]

This is commonplace at Harrah's Cherokee, given roughly 90% of the patrons there are 7S.

90% of the patrons are 7* ??? Wow...is that true?

In AC, at the hotel front desks, there's a 7* line and a couple of designated terminals, but those agents will also help Diamond players and below if no 7* are on line.

In my experience the 7* players like to BS with the agents, so they take longer to check-in than the non-VIPs.

That coupled with the relatively few designated terminals causes their line to move slower.

But the non-VIP group is often about 20X larger, with maybe 3X as many terminals, so the time spent in line is less for the VIPs.

[Alan Mendelson]

I do want to add this: if I'm next to be called and there is an elderly couple OR AN ATTRACTIVE young lady I will gesture to the service rep to take them first and then I'll say to them please, go ahead of me. I don't do this for everyone but let's face it -- I probably have more time than the elderly couple and giving the nod to the attractive girl is an advantage play.

[RS__]

If it's a case where I feel like they won't call me next and I'm in front of the 7* stars line, then I will just walk straight up to the next available cashier, TR desk rep, etc. cutting off the other person. I haven't had a problem (yet?) doing this.

[Alan Mendelson]

If it's a case where I feel like they won't call me next and I'm in front of the 7* stars line, then I will just walk straight up to the next available cashier, TR desk rep, etc. cutting off the other person. I haven't had a problem (yet?) doing this.

Really? Such self importance.

[mickeycrimm]

If it's a case where I feel like they won't call me next and I'm in front of the 7* stars line, then I will just walk straight up to the next available cashier, TR desk rep, etc. cutting off the other person. I haven't had a problem (yet?) doing this.

Really? Such self importance.

When you are an AP time is money.

[kewlJ]

If it's a case where I feel like they won't call me next and I'm in front of the 7* stars line, then I will just walk straight up to the next available cashier, TR desk rep, etc. cutting off the other person. I haven't had a problem (yet?) doing this.

Really? Such self importance.

Nothing wrong with what RS is doing. Isn't that the whole purpose? Hasn't he earned that right?

Now I want to change the scenario just a bit. At Station's casino where we are chairman, at many properties their is a separate chairman/presidential line. This makes quite difference at the buffet on a Wednesday (senior day) or weekend. BUT, lumped into the chairman/presidential line is the handicap line. Wheel chairs, walkers, even canes. So sometimes we get into our chairman line and it is just as long as the regular line, because of all these "handicapped" people. And damned if they don't all have the lowest tier card.

Now I know people are going to call me insensitive, but if you are in a wheelchair or a 'scooter', why do you need to butt in line to get in early? You are comfortable. It's not like you are standing their with your back or knees killing you, so no need to go first. And if you are healthy enough to go to a casino, you should be healthy enough to wait your turn, IMO.

In early November, when I was recovering from my heart surgery, my spouse, mother, brother and I went to a buffet at Suncoast, to give my mother, who had been doing all the cooking during my recovery, a break. It was 3+ weeks removed from surgery and was really my first time out in public other than my daily walks. So at Suncoast, a boyd property, our highest tier is sapphire, which is second tier and nothing. We have dropped down from a higher tier because Boyd, basically stopped free play, so our play dropped dramatically in 2017.

So anyway, there was a handicapped line that was much shorter than the regular line. I am standing there still very weak, with someone helping hold me up, clutching my heart pillow to my sternum, but would not go in the handicap line. Like I said, if you are healthy enough to head out to a casino (including buffet), you are healthy enough to wait your place in line.

[LarryS]

In my experience the 7* players like to BS with the agents, so they take longer to check-in than the non-VIPs.


First I am not at that card level, but have had high card levels and got into the habit of asserting myself to make sure I got the service I deserved, whether its at check-in or at restaurant lines . So yes speak up or else you only have yourself to blame,.

Also above is a pet peave of mine. To people like that who have a line in back of them or an imaginary line in back of them....shut the f**k up and let the others in back of you get served .

At check in its bad form to take up time with small talk and lengthy stories....and in a restaurant...there is an invisible line of people sitting at tables waiting to be served. So when someone is talking to t he server about their grandson in college, or the new car they bought, or their trip to mexico.....someone elses food is getting cold as it waits to be served, or someone else is waiting to get their drinks served and another person may be waiting extra long to get their check. Yet they think the waitperson has nothing better to do. Just let the people at reception/check in and food servers do their job and realize there are other people in the world besides yourself.

[Alan Mendelson]

Sorry kewlj no 7 Stars ever earned the right to cut off other people.

[RS__]

If it's a case where I feel like they won't call me next and I'm in front of the 7* stars line, then I will just walk straight up to the next available cashier, TR desk rep, etc. cutting off the other person. I haven't had a problem (yet?) doing this.

Really? Such self importance.

Nothing wrong with what RS is doing. Isn't that the whole purpose? Hasn't he earned that right?

Now I want to change the scenario just a bit. At Station's casino where we are chairman, at many properties their is a separate chairman/presidential line. This makes quite difference at the buffet on a Wednesday (senior day) or weekend. BUT, lumped into the chairman/presidential line is the handicap line. Wheel chairs, walkers, even canes. So sometimes we get into our chairman line and it is just as long as the regular line, because of all these "handicapped" people. And damned if they don't all have the lowest tier card.

Now I know people are going to call me insensitive, but if you are in a wheelchair or a 'scooter', why do you need to butt in line to get in early? You are comfortable. It's not like you are standing their with your back or knees killing you, so no need to go first. And if you are healthy enough to go to a casino, you should be healthy enough to wait your turn, IMO.

In early November, when I was recovering from my heart surgery, my spouse, mother, brother and I went to a buffet at Suncoast, to give my mother, who had been doing all the cooking during my recovery, a break. It was 3+ weeks removed from surgery and was really my first time out in public other than my daily walks. So at Suncoast, a boyd property, our highest tier is sapphire, which is second tier and nothing. We have dropped down from a higher tier because Boyd, basically stopped free play, so our play dropped dramatically in 2017.

So anyway, there was a handicapped line that was much shorter than the regular line. I am standing there still very weak, with someone helping hold me up, clutching my heart pillow to my sternum, but would not go in the handicap line. Like I said, if you are healthy enough to head out to a casino (including buffet), you are healthy enough to wait your place in line.

RE handicapped lines -- I have the same opinion, if someone is in a damn scooter they shouldn't be able to go straight to the front, since their disability doesn't make it so they can't wait in line. If someone has crutches, broken leg, whatever, or people with medical conditions who can't or shouldn't be standing waiting...ie: I think the heart surgery would be a valid reason for using the handicapped line. I don't think that type of thinking is insensitive, but I can see why others might think so....people are entitled to their opinions, even though they are wrong.


And generally when I do the "cut in line" sort of thing, I'll let the first person in the regular-line go first, but after that, I'm going. Also, plenty of times I've been waiting in the 7 star, Chairman, Green-Card (I always forget what Boyd's green card is...saphire?) line, the person working there would be like, "Oh no, sonny boy, you need to have a higher tier card to be in this line, you aren't a 7 stars [or equivalent]."


I was playing a decent amount at a property and they changed their players card tier system. I got an email or text from my host saying to come on in and pick up my new platinum card, or whatever the top tier level card was. So a few days later when my free-play was available, I went there, told the boothling I should have a higher level card or something, and if I could get it. I don't remember what the tier levels were, but the conversation was something like this:

RS: "Hi, I'm supposed to have the highest level card or something, Idk how it works, but can I get that and can you tell me what's good about it?"

*Hands boothling ID*

Boothling: "Ah yes, we have new tier levels now. You start off at the Shit Level, and once you reach 1,000 points you get upgraded to the Dirt level! Here you go, here's your Shit Level card. Come back when you've reached 1,000 points and we'll give you the fancy Dirt Level card! Enjoy!"

RS: "Oh, well I got an email from my host saying I'm supposed to get a platinum card or w/e, can I get that? I've played a pretty big amount here..."

B: "Oh no, you have to qualify for that!"

RS: "Can you check my tier level or points again, I think I'm higher than the shit level..."

*B Grumbles*

B: "You actually are a higher level tier, let me print you up your Dirt Level card."

RS: "No, I'm pretty sure I'm supposed to be platinum"

B: "Like I said, you gotta earn the next tier level, which is the Mud Level, at 5,000 points!"

RS: "How many points do I need for the top level card?"

B: "Oh you need quite a bit of points there sonny, if you play a lot you'll get to the Mud Level!"

RS: "Can you just tell me how many points I need for top level card?"

*B Grumbles again*

B: "You need 100,000 tier points for the platinum, our highest level card."

RS: "And how many points do I have?"

B: "Oh, you actually qualify for the mud level card, wow! I'll make you a mud card now."

*RS Facepalms*

RS: "Very nice, okay. And what's the next level card, how many more points do I need for that?"

B: "Quite a bit, you need like 50,000 points!"

RS: "K. Can you let me know how many points I have? To see if I can qualify for the gold level or w/e it is."

B: "You have 565,000 points, you actually qualify for the gold level card!"

RS: "Wait what? I thought you said the top level card was platinum and you only need 100,000 points?"

B: "Yup, that's right, kiddo!"

RS: "But I have 500,000+ points, doesn't that qualify me for the platinum card?"

B: "Hmm....ya know what? This is your lucky day, wow, you do qualify for the platinum card!"

RS: "Thank you. Whew."

B: "Wait hold on, let me get the manager, I think something's wrong."

RS: "No, nothing's wrong, I actually do have that many points."

B: "Let me get my manager."

*B gets manager*

Manager: "Hey, RS, how's it going, you're here to get the platinum card? Let me show you the benefits and get you your new card printed up."

B: "But it says here he has 565,000 points. That's not right. How do I fix this problem?"

M: "What? I'm not seeing the problem....RS plays a lot here, so it makes sense he has that many points."

RS: "Thank you."

*B has confused look on face*

*M looks at B like the f***ing idiot B is.*

*RS thinks, "Wow, and B is allowed to drive?"*



That was longer than I expected to write up, but whatever. But stupid shit like that happens more often than it should.

[Alan Mendelson]

Interesting story and I think we've all run into customer service people who make mistakes in and out of casinos.

But you cut off other people on their way to the table, booth, cage ahead of you? Is it that important to you that you must go first?

[monet]

Interesting story and I think we've all run into customer service people who make mistakes in and out of casinos.

But you cut off other people on their way to the table, booth, cage ahead of you? Is it that important to you that you must go first?

I don't think it is a problem with being rude or trying to cut people off. I think that when you run all over town every day picking up stuff and working maintenance you just stress out a bit and you need to keep things rolling. Watching the ploppies or the tourists who have no clue what they want or what they are doing can be a problem for a player who is a top player and knows what they want. The common problem is getting slowed down when your not supposed to get slowed down. Employees at the Club will bypass a Top Player if that player doesn't rush in sometimes and at some places they don't have a VIP line when it is clear they need one. I tend to avoid the Club or any Lines if they are long or going to be a problem. I was recently at Boulder Station at the Buffet with two others. We were in the Chairman/President Line waiting for someone to finish up. So as I was waiting for the nod some lady cuts us off and I tell her the line is behind us over there. She is like I am Chairman... and I get upset everyone here is Chairman... You see this purple card and this purple card and this purple card... as a matter of fact I have 10 other purple cards in my jacket here. Needless to say she gets upset at me and I am the bad guy but I did get seated next. Anyway it is very common to have the top tier cards these days and get overlooked or not taken care of correctly so I have no problem with RS's style of being more assertive or aggressive.

It can be tough at some place like the 4 Queens or Binions which have a hidden tier status. They have no VIP line so sometimes you might have to be in a long line waiting for everyone to join the club when someone like myself should be able to jack the line. On Christmas Eve I was downtown and some ploppie was trying to be all nice and humorous with me and I was like Bah Humbug lol... I was running around like a chicken with the head cut off picking up to go orders at 3 properties and taking care of a friends Christmas Eve Dinner and picking up cases of Iced Tea so yeah not everyone in Vegas or the Casino is having a "good time" some of us just want to get in and out and not have to wait.

[LarryS]

If it's a case where I feel like they won't call me next and I'm in front of the 7* stars line, then I will just walk straight up to the next available cashier, TR desk rep, etc. cutting off the other person. I haven't had a problem (yet?) doing this.

Really? Such self importance.

Nothing wrong with what RS is doing. Isn't that the whole purpose? Hasn't he earned that right?

Now I want to change the scenario just a bit. At Station's casino where we are chairman, at many properties their is a separate chairman/presidential line. This makes quite difference at the buffet on a Wednesday (senior day) or weekend. BUT, lumped into the chairman/presidential line is the handicap line. Wheel chairs, walkers, even canes. So sometimes we get into our chairman line and it is just as long as the regular line, because of all these "handicapped" people. And damned if they don't all have the lowest tier card.

Now I know people are going to call me insensitive, but if you are in a wheelchair or a 'scooter', why do you need to butt in line to get in early? You are comfortable. It's not like you are standing their with your back or knees killing you, so no need to go first. And if you are healthy enough to go to a casino, you should be healthy enough to wait your turn, IMO.

In early November, when I was recovering from my heart surgery, my spouse, mother, brother and I went to a buffet at Suncoast, to give my mother, who had been doing all the cooking during my recovery, a break. It was 3+ weeks removed from surgery and was really my first time out in public other than my daily walks. So at Suncoast, a boyd property, our highest tier is sapphire, which is second tier and nothing. We have dropped down from a higher tier because Boyd, basically stopped free play, so our play dropped dramatically in 2017.

So anyway, there was a handicapped line that was much shorter than the regular line. I am standing there still very weak, with someone helping hold me up, clutching my heart pillow to my sternum, but would not go in the handicap line. Like I said, if you are healthy enough to head out to a casino (including buffet), you are healthy enough to wait your place in line.

When I lived in NJ and would take trains in and around NYC periodically with my wife...it was customary for me and others to stand in a crowded train to let an elderly person or pregnant person sit. Now I never made the distinction when looking at someone..."you are old but you look strong like an ox, or you are pregnant and you look like you have alot of energy". And I certainly cant look at handicapped people and get a feel for any kind of pain/discomfort they are in. There are handicapped people that are stronger than me, that park in handicapped spots, and there are senor folk that may need that spot more. But how do we really assign parking spots based on the physical weakness of people. How do I stand up only for people who qualify based on weak feelings.

Does a person in a wheel chair enjoy staring at a persons ass for 30 min while they wait on line. I mentally put myself in that positin and wonder if there is a better way. So some casinos have figured out a better way for these folks. I cant decide who is in pain, and who isnt.

I would give the benefit of the doubt for folksd in wheelchairs.....like I did with the elderly on a tran.

If I was in a supermarket, and someone in a wheelchair asked to cut in front of me....I wouldnt do an interview of the person to see if a "yes" was deserved.

Sometimes you just have to say what the fuck....you seem to be in an uncomfortable situation stairing at the mans ass ahead of you....so go cut to dthe front of the line.

[jbjb]

...and giving the nod to the attractive girl is an advantage play.

Women, ALL women, are highly negative EV!

[Dankyone]

I seem to run into a situation fairly often at Caesars properties which goes like this:

- I get into the Seven Stars line for something (registration, cashier, Total Rewards, etc) because it's shorter and I qualify for it

- Caesars employees are clueless and barely take anyone from our line, which in fact makes the line move more slowly than the non-priority lines

- I notice that I would have actually been better off in the other lines, despite them being longer

- In order to correct this, I need to object and other customers will hear me -- basically making me look like an elitist asshole


Would you object?

And if you object and the situation still doesn't improve, then what?

This is a tricky situation. Usually I let one, maybe two people go by and then raise my hand and try to make eye contact with the next available agent. Agreed, two problems can occur—it takes Seven Stars longer to be served since the employees just ignore the line OR the gold/platinum line people get pissed since they have been waiting and I just waltz up and get served.

Certain properties do a very poor job managing this problem and allow the guests to irritate each other (most LV properties other than CP).

Other properties do a good job “policing” the lines (Harrahs NOLA has a “line monitor” type guy at the cage at peak times and will direct you to the next available cashier if you are 7 stars, forcing others to wait.

I think CET has started to do a better job recently marking the lines clearly, but many infrequent guests just have no clue what the clear signs mean and they just get irritated if others get served before them. I don’t want to upset anybody, but I also don’t want to wait behind a dozen no/low status people.

[Dankyone]

Sorry kewlj no 7 Stars ever earned the right to cut off other people.

That makes no sense, front of the line service is explicitly stated as a 7 stars benefit. The way things are going, that will be one of the best ones remaining.

[Dankyone]

If it's a case where I feel like they won't call me next and I'm in front of the 7* stars line, then I will just walk straight up to the next available cashier, TR desk rep, etc. cutting off the other person. I haven't had a problem (yet?) doing this.

Really? Such self importance.

Nothing wrong with what RS is doing. Isn't that the whole purpose? Hasn't he earned that right?

Now I want to change the scenario just a bit. At Station's casino where we are chairman, at many properties their is a separate chairman/presidential line. This makes quite difference at the buffet on a Wednesday (senior day) or weekend. BUT, lumped into the chairman/presidential line is the handicap line. Wheel chairs, walkers, even canes. So sometimes we get into our chairman line and it is just as long as the regular line, because of all these "handicapped" people. And damned if they don't all have the lowest tier card.

Now I know people are going to call me insensitive, but if you are in a wheelchair or a 'scooter', why do you need to butt in line to get in early? You are comfortable. It's not like you are standing their with your back or knees killing you, so no need to go first. And if you are healthy enough to go to a casino, you should be healthy enough to wait your turn, IMO.

In early November, when I was recovering from my heart surgery, my spouse, mother, brother and I went to a buffet at Suncoast, to give my mother, who had been doing all the cooking during my recovery, a break. It was 3+ weeks removed from surgery and was really my first time out in public other than my daily walks. So at Suncoast, a boyd property, our highest tier is sapphire, which is second tier and nothing. We have dropped down from a higher tier because Boyd, basically stopped free play, so our play dropped dramatically in 2017.

So anyway, there was a handicapped line that was much shorter than the regular line. I am standing there still very weak, with someone helping hold me up, clutching my heart pillow to my sternum, but would not go in the handicap line. Like I said, if you are healthy enough to head out to a casino (including buffet), you are healthy enough to wait your place in line.

I have never had status at Stations properties, but I have seen that they have that same policy of allowing disabled persons to use the premium player lines at the GVR and Red Rock buffets. That is their choice to make that policy, if I don’t like it (I don’t) I just don’t enter the buffet line.

[RS__]

Sorry kewlj no 7 Stars ever earned the right to cut off other people.

That makes no sense, front of the line service is explicitly stated as a 7 stars benefit. The way thinks are going, that will be one of the best ones remaining.

That actually reminded me of one time when I went to CP. I usually don't use any valet, but I was in a rush and just wanted to check in real fast. The Diamond/7* checking in area was about to close and didn't feel like parking in the garage, walking all the way over, etc. etc. I think it was a week-day and pretty slow.

So anyway, I go to 7* valet and tried to valet my car. I told the guy I was gonna be pretty quick and only a few minutes (although, they probably hear that all the time from people that come back 1-2 hours later), so if they could leave my car in or near the front, instead of moving it to wherever the hell they usually park cars. He was like no, I can't do that, I'm sorry. I thought alright, whatever, it's slow, so they'll probably just keep my car somewhere close, but not right up front, that's fine. I said fine, okay. Guy was like no, we can't valet your car. I asked why not. He said I'd have to go to the one in front of CP or the valet in the parking garage. I asked him why I couldn't valet here, are you closed or something? He's like nah, this is only for 7* guests, you can't valet here. I told him I was 7* and would like to valet here. Then he had some attitude almost like, okay, sure, if you're realllyyyy a 7* then prove it! So I showed him my card....and again, it was like he didn't believe me and asked for my ID in a snarky attitude. Finally I got my car valeted.

I went in, checked in, and came back out in maybe 5-10 minutes. Gave him my ticket stub or w/e (I honestly don't remember how they do it there), and got my car. I'd usually tip a valet person, but not that asshole. It felt extra good opening up my wallet in front of him, grabbing a $5 bill, then getting into my car and going, faking him out thinking he was gonna get it. Not that he probably cared at the end of the day or it's a bunch of money, but at least it made me feel good.



Now I'm sure they probably get several people there trying to valet who aren't 7*, even people who "obviously" look like they aren't 7*. But in a situation like that, it would have been much more effective or customer-service-like for him to say something like, "Yes, may I see your players card & ID? This valet is reserved for 7* players only". A great thing I learned when I was a dealer is this -- I don't have to be the one making the rules, someone else makes the rules and I have to make sure they are followed.


Seems like customer service and overall competency of doing one's job is pretty low at casinos. Boothlings don't know what they're doing half the time (sometimes for the better, usually for the worse). Dealers and floor people are oftentimes completely f***ing retarded. Slot attendants/supervisors are usually fine in my experience, though (although I've seen some pretty grave f***ups, like when I hit a jackpot, slot attendant came over and did all that stuff, then left. she ended up leaving to go home without actually paying me. Like an hour later I asked a slot attendant when I'd get paid [I was playing on the machine next to it, so I wasn't wasting time twittling my thumbs]....all the paperwork was done, just no one came by to pay me). You can seriously ask 5 boothlings the same question and you'll somehow get 6 different answers. Ask a floor person the same question 3 times and you'll get two different answers.

Maybe it's because I experience more customer-service related stuff in casinos and not so much at other places, but holy damn, seems like a good portion of our population is completely braindead. It's as if they just make stuff up because that's easier than figuring out the right answer (and it's usually stuff that they should either already know or very simple to look up or ask a manager). Now, I'm not saying ALL casino employees are retarded. I've worked with plenty of smart ones and plenty of stupid ones. But there seem to be too many that are just plain stupid and overall incompetent.


Damn that was longer than I expected.