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Unbelievable incompetency at Venetian

Discussion in 'Comps' started by rycelover, Dec 15, 2016.

  1. rycelover

    rycelover
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    To fully understand this post you might want to read my recent TR first.

    I just returned from a weekend trip to VP that included an upfront comp of a room for 3 nights, $1500 FP, and a $500 GC, and upon check out asked my host, who is new to me, to look into comping off my room charges (brunch at Bouchon and spa).

    She replied via email with this response

    I am sorry but there are no additional comps available for this trip.

    The rates were pretty high so you were actually over comp’d on this trip.

    This made no sense to me!

    When i spoke to the host on the phone before my trip she specifically said that based on my previous play (on one occasion in July) that the offer which I booked could be covered with 2 hrs of play and avg bet of $300+ which I more than coverd this trip. I definitely played more than 2 hrs a day with an avg bet that was higher. In fact she said that if I played more and for a higher average then future offers would be higher.

    Since I exceeded the minimum play for the comp why am I not getting any backend comps?

    So I asked her for my ADT numbers. She didn't respond but another host who randomly came up to me during my trip texted me about contacting him if I needed any help with future trips. I explained my issue and asked him to provide my numbers.

    "2 hours play $567 average bet , actual comp 915 , authority 294 over comp more than 600 points."

    I was like WTF. I know for a fact that I played more than 2 hrs a day. He clarified that the computer shows only 2 hours played TOTAL for the three days!!!!!

    FML

    His reply: "That is from computer screen show and you have right to ask table supervisor about your rate / time in each table before you leave."

    I told him that it made no sense that it is my job as a customer to make sure that my ratings are correct. Of course I understand that I dropped the ball by not verifying my ratings when I leave a table. But that gets tiring when you smash and grab as much as I do.

    I know that me and my friend both played at least 4-6 hours a day for three days.

    The room charges were only around $700 so it's not that big of a deal but I told the two hosts that if this doesn't get resolved then I'm not returning to V/P.

    Im not holding my breath. Which is too bad bc I actually enjoyed the property. I liked its selection of quality restaurants and the room was very nicely appointed.

    Oh well. You live and learn.
     
  2. natedog666

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    Sorry that happened to you Ryce, but it seems like it happens a lot unless you ask when you leave the table. Especially using a hit and run strategy, because some pit are so lazy they don't even bother to put in 10 minutes or 20 minutes of play.
     
  3. rycelover

    rycelover
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    I heard back from my host - the one who booked my trip:

    I am showing you played 2 hours total at about $560 average bet, this just covered the 2 nights I comp’d under your account.
    You would need at least 2 hours per day in order to get additional comps.
    Unfortunately my hands are tied as there was not enough time recorded for me to authorize anymore comps.
    I do apologize for this.
    You should receive a survey by email soon if you haven’t already. They do look over every single one of those and will get them to the corresponding department.
    Again I am sorry for the inconvenience.

    Here's my reply:

    I understand what the computer shows as my play, but what I'm saying is that the recorded data is wrong because there's no way that I only played 2 hours for the entire three day stay. i know for a fact that on Sunday, I was in the HL room for over 2 hours during two different sessions.
    Just so you know, telling me that your hands are tied really doesn't resolve the issue. It's hard to understand that V/P would be willing to lose a customer over this.



    And that's that.
     
  4. Hard4

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    Perfect response.
     
    • Agree Agree x 1
  5. rycelover

    rycelover
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    I ran this up the flag pole just now and emailed two of my host's supervisors - most of this is repetitive of what I've already posted but figured some of you might be interested.



    XX/XX:

    My name is XXXX, and I reside in XXX; I do not have my Grazie player # handy, but I'm sure you can obtain that information from Ms. W.

    Your names were given to me by Ms.W, a host that I contacted through a mailer offer that was sent to me. The offer that Ms. W booked for me included a three night stay, $1500 in free play and $500 Macy's Gift Card.

    I arrived from XX on 12/9/16 and checked out 12/12/16

    The first of the three nights was booked under a friend of mine, thus, only two nights were comped under my name.

    At the conclusion of my 3 night stay, I checked out but was told that Venetian's computer systems were being updated so they could not review my play to take off the room charges. I was told to reach out to Ms. W directly in the afternoon, which I did via email.

    I asked Ms. W to review my play so as to comp off some, if not all, the room charges, including breakfast at Bouchon and the Spa. I also asked her to provide me with my numbers including my theo, avg bet, time, and win/loss for this weekend.

    Ms. W replied via email as follows:

    I am sorry but there are no additional comps available for this trip.
    The rates were pretty high so you were actually over comp’d on this trip.
    Please let me know if you have any questions
    .

    I responded by email as follows:

    I'm confused as to why you say I was overcomped because when we spoke on the telephone before my trip you specifically said that based on my previous play that offer which I booked could be covered with 2 hrs of play and avg bet of $300+ which I more than covered this trip. I definitely played more than 2 hrs a day with an avg bet that was higher. In fact you said that if I played more and for a higher average then future offers would be higher.
    Since I exceeded the minimum play for the comp why am I not getting any backend comps?

    I like going to Vegas (this was my 9th trip this year) and have received similar offers from Cosmo, Bellagio and Caesars and have never had an issue with room charges being covered by a backend comp. in fact, my charges aren't even that much (maybe less than $700).

    Honestly if you're saying that I have to eat those charges I will but will definitely choose not to return to V/P despite the fact that I enjoyed my stay. Especially since at other properties I don't have to worry about paying out of pocket for room charges if my ADT covers them.


    After this exchange of emails, I was contacted independently by SL, another Venetian host who texted me randomly asking me to reach out to him if I required any assistance in booking a future trip to the Venetian. I replied to his text explaining the situation regarding my comps. I asked Mr. L for my ADT, Avg Bet and Time, which he provided:

    "2 hours play $567 average bet , actual comp 915 , authority 294 over comp more than 600 points."

    I was in shock upon reading that text from Mr. L. I know for a fact that I played more than 2 hrs a day. These numbers explain why Ms. W said that I was overcomped.

    He clarified that the computer shows only 2 hours played TOTAL for the three days! I told Mr. L that was even more impossible.

    Mr. L's response was: "That is from computer screen show and you have right to ask table supervisor about your rate / time in each table before you leave."

    I told him that it made no sense that it is my job as a customer to make sure that my ratings are correct. Of course I understand that I dropped the ball by not verifying my ratings when I leave a table. But that gets tiring when I'm playing at multiple tables each session, as much as I do.

    I know that me and my friend both played more than 2 hours a day for three days.

    Thereafter, I reached out to Ms. W again, and stated in an email as follows:

    Your colleague SL provided me with my ADT and time last night. I'm shocked that the system only shows 2 hours of play for the entire three days. It is impossible for that to be true.

    I'm not blaming you but this level of incompetency among VP's bj pit crew is amazing and makes for a horrible customer experience.

    I don't think that I will return to VP if this doesn't get resolved in a satisfactory manner.

    Also I have posted this negative experience on several Internet forums relating to Las Vegas travel. You can read about it here:
    You must be a registered user with confirmed email address to view this content.
    Register or Login


    Via email today, Ms. W stated as follows:

    I am showing you played 2 hours total at about $560 average bet, this just covered the 2 nights I comp’d under your account.You would need at least 2 hours per day in order to get additional comps.

    Unfortunately my hands are tied as there was not enough time recorded for me to authorize anymore comps.

    I do apologize for this.

    You should receive a survey by email soon if you haven’t already. They do look over every single one of those and will get them to the corresponding department.

    Again I am sorry for the inconvenience.


    I then responded as follows:

    I understand what the computer shows as my play, but what I'm saying is that the recorded data is wrong because there's no way that I only played 2 hours for the entire three day stay. i know for a fact that on Sunday, I was in the HL room for over 2 hours during two different sessions.

    Just so you know, telling me that your hands are tied really doesn't resolve the issue. It's hard to understand that V/P would be willing to lose a customer over this.


    I then asked Ms. W for the name and contact information for her supervisor(s).

    The amount of the room charge, in reality, is not significant, as it is less than two bets, but what I find frustrating is the incompetence of the BJ pit crew that I played at. It is inexcusable for them to have only recorded a total of 2 hours of play for a three night stay. I understand the constraints that your hosts have to work under and appreciate that they cannot overcomp a player based solely on unsubstantiated claims. However, I'm sure that if you review the video of those days and/or speak with the pit personnel, you will find that what is recorded in the system in terms of hours played is not accurate at all.

    As I told Ms. W and Mr. L I really enjoyed my stay at the Venetian and would have liked to come back, but not with this "sour" taste in my mouth. I'm not sure if reaching out to the two of you will resolve this situation, but it really makes no good sense to lose a customer over something like this.

    Any assistance or advice you can offer would be greatly appreciated.

    Thank you.
     
  6. pphold

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    I feel your pain on this I had a situation like this where I checked my play when I left the tables and it was not entered in the system because they had entered my players number wrong and transposed two of the numbers. I had to call the casino manager and have him review the tapes to see my play buy in and average bet.

    This was at Caesar's HL bacc tables and I was betting Yellows and chocolates and bought in with 4 blueberries

    SO yes the Pit does mess up. I had lost so was asking for my lose rebate was the only reason I caught it since the amount loss did not match up with what my host saw on the system.
     
    #6 Dec 15, 2016
    Last edited: Dec 18, 2016
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  7. DannyOcean

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    Fuck the Venetian then, man. You don't need that hassle. Even if they want to (generously) chalk it up to a miscommunication on their part, it's still bad service. I don't have time for bad service.
     
  8. stackinchips

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    Yup mistakes definitely happen. For the record, I've been on the opposite end of a screw up (I think). I was screwing around at a PGP (that's Pai Gow Poker, not 6/5 BJ!) table in NYNY last Spring, just betting quarters. I played for quite a while, but ultimately cashed out to grab lunch up about $100. Meanwhile there was an Asian guy next to me who was betting fairly large ($100-500/hand). The next time I checked my Mlife Account and checked my Tax Info (side note, the fact that you can get real time info separated by property for your W/L on Mlife might be the only thing they've ever done well on their website) it showed that I had a $3500 win on table games there (the PGP was my only play there all year as I was just on a walkabout). The only thing I could figure was that I got rated for the Asian guy's play, or at least his results were entered in as mine. Either way, his stats (and mine) weren't correct. It definitely happens, and it happens even more so when you're doing hit and runs and jumping tables a lot. It should happen a lot less when playing in the HL room though, considering thats where the best PBs should be, and there is a lot less activity to monitor.

    It definitely sucks, but the moral of the story is to check your rating every time. At the end of the day, it's like going through the drive through. You shouldn't HAVE to check your bag to make sure everything is right, but if you don't you run the risk of getting 5 miles down the road and realizing your order is totally screwed up. Frustrating, but it can happen anywhere from the nice places to the low end joints.
     
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  9. rycelover

    rycelover
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    Heard back from host's supervisor. Very professional and courteous. He said he asked to review security tapes and confirmed that only 2 hours of play were recorded for the three days (showing play in only 4 separate sessions).

    He said that given that they only tracked me for 2 hours of play they could not extend any more comps.

    No sense in beating a dead horse, I though, so I thanked him for his time. He said that in the future make sure I talk with the pit before leaving a session to make sure the Buy in, time and avg bet were accurate.

    Not that I care if anyone believes me but i wouldn't come on here to bitch and moan about this if there wasn't an ounce of truth as to what I've said regarding playing more than 2 hours total for that weekend.

    My point of posting this wasn't to cry about not getting a backend comp with only 2 hours of play for a weekend or cry about the host not using a discretionary comp out of good faith, but to state the obvious that this player tracking system is flawed, which is nothing new but something to keep in mind for future visits.
     
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  10. dirtyshirley

    dirtyshirley
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    How frustrating!
     

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