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These are all the same couple. We shall call them SH (sucky husband) and SW (sucky wife). The other players are AGSM (Awesome guest service manager) and CW (coworker... you knew that though).
SH comes up to the desk.
SH: I earned more than 100 points today, I should have gotten a dollar off of gas, not just 50cents off.
Me: I can look into that, can I see your players card please.
He hands me his card, and I notice that his dollar off has already been redeemed this month, and the promotion that is mailed out explicitly states, in bold letters, may only be redeemed once.
Me: I'm sorry sir, but it looks like your dollar off coupon was already redeemed this month. It looks like the person who gave you this did it as a courtesy since you did have so much play today. (Note, definitely not in high roller territory, by courtesy I mean that we made enough that we can afford to give you a piddly discount to get rid of you and move onto the next customer).
SH: Fine, well, I have over 300 points, so I should be able to get $30 bonus cash. (In fairness, this was a legit point, and it was our mistake that it wasn't put into his account).
Me: Okay, I will have to have a supervisor manually put that in, it will take just a moment.
I pick up the phone, call the supervisor, she comes over.
AGSM: Okay sir, I understand that you were supposed to receive $30 bonus cash for having earned 300 points, it will take just a moment for me to get that processed.
SH: Fine, whatever, and I want my dollar off per gallon too.
AGSM: I'm sorry sir, but looking into your account you have already redeemed that offer, and it does say on the coupon that it can only be redeemed once.
SH: No it doesn't, it just says earn 100 points in a day and get a dollar off gas.
AGSM: (pulling out the sample coupons we keep at the desk) Sir, it says right beneath that "One redemption only."
SH: Well, that is not what they told me.
AGSM: Who told you that?
SH: A players club employee at the cashiers cage.
AGSM: We don't have players club employees at the cashiers cage... the cashiers are permitted to help with basic players club transactions, but they are not players club employees... if you read the terms and conditions on the card it does say that only official communication from the players club is binding. And it looks like they went beyond what they were supposed to do as it was by giving you an additional discount when technically it is supposed to be an either or, not both.
SH storms off with his $30 grumbling about how unreasonable we are. 5 minutes later he comes back demanding another discount voucher because he lost his... the discount voucher is for a third party, so we can't simply reprint it like we do our inhouse offers...
Me: I'm sorry sir, but those offers cannot be reprinted. The best I can do is have a supervisor void out the voucher you were given so no one else can use it and give you the maximum cash value instead.
SH: Well, I have a 25 gallon tank, so that should be $12.50.
Me: The maximum cash value is $5, the coupon is 50 cents off per gallon for only the first ten gallons.
SH: It doesn't say that anywhere on the coupon!
Me: *points to it on the coupon*
SH: That's deceptive, can you get a supervisor.
Me: Sure thing.
I call AGSM again, she comes over, tells the guest the same thing I did, that we can void out the voucher (which I don't think he liked to hear, me thinks he had the voucher in his pocket) and pay him the maximum cash value, which is $5.
So far, the wife has been mostly silent. But now, she wants to check out because the room is in her name. The AGSM has already left to take care of a problem at a table.
Me: Okay, I see it is a comped room. There is an $11 movie charge, do you want that to go onto the American Express you gave at check in?
SW: No, I want you to comp it for all the problems we've had today. Besides, we've gambled over $4000 here, if you can't afford to give us a dollar off gas, you should at least give us a stupid movie.
Me: I'll see if my supervisor will approve it.
I call AGSM again.
Me: Hey, it's Smiley again, SW wants to know if we can comp the movie on her room, she says she's gambled $4000 today.
AGSM: Does her play history back that up.
Me: Yes, coin in $4000, coin out $5500.
AGSM: Wait, she is up $1500 and she wants a comp on top of the free room and offers that she wasn't supposed to get... please tell her to screw herself as politely as you can, we've given them enough that we weren't supposed to today.
Me: Yes ma'am, understood
I hang up the phone and turn back to SW
Me: I'm sorry, but my supervisor is not going to approve the comp.
SW: Why the hell not! With all the money we spend here they should gladly comp us $11, it's not as if you can't afford it.
Me: I'm sorry, but we've already comped the room, we've already bent over backwards by giving you offers that you technically weren't eligible for, we're not going to do more than that. We strive to offer the best service possible, but frankly, comping a movie comes out of the hotel budget, not the casinos, and we can't stay in business by giving away everything.
SW: You seriously can't afford to comp an $11 movie when I've spent $4000 here?
Me: I'd say considering that you are walking out of here with at least $5500 that we've given you a lot more than we do our average customer.
With that SW and SH storm out of the building swear to never come back
Me:
CW finally pops his head out of the back office.
CW: Thank God they're gone... while you were on break they were bitching to me that they felt they deserved to be upgraded to a grand suite.
Me: On $4000 coin in, you've got to be joking.
CW: No, and they weren't amused when I told them that all the grand suites were occupied tonight by people who averaged $50k plus coin in.
Me: Ain't perspective grand.
Side story/trend
This kind of is also a cursing out coworkers... but seriously security guard, when I'm calling you to help a guest with his lock that they can't get to work, and you ask why I'm not calling engineering, the answer is obvious, first, engineering isn't here at 2am, and second, I'm trying to discreetly convey the fact that the problem is that the guest is too drunk to handle the key and not actually a problem with the lock.
Side story/trend 2
I don't care how drunk you are, our 24 hour deli only has one employee, I don't care how drunk you are, we aren't going to magically get more employees working there so that they have time to deliver to your room.
Related note
Our deli is 24/7... just because you don't like deli food doesn't mean that we "never have any restaurants open".
Yeah, had a guy just chew me out about how it was false advertising to say we have a 24 hour restaurant when all we have is a deli... hate to break it to you, but a deli is a type of restaurant, just because it isn't a Denny's or some other place that will serve you overly greesy overpriced food doesnt mean that it isn't a restaurant.
SH comes up to the desk.
SH: I earned more than 100 points today, I should have gotten a dollar off of gas, not just 50cents off.
Me: I can look into that, can I see your players card please.
He hands me his card, and I notice that his dollar off has already been redeemed this month, and the promotion that is mailed out explicitly states, in bold letters, may only be redeemed once.
Me: I'm sorry sir, but it looks like your dollar off coupon was already redeemed this month. It looks like the person who gave you this did it as a courtesy since you did have so much play today. (Note, definitely not in high roller territory, by courtesy I mean that we made enough that we can afford to give you a piddly discount to get rid of you and move onto the next customer).
SH: Fine, well, I have over 300 points, so I should be able to get $30 bonus cash. (In fairness, this was a legit point, and it was our mistake that it wasn't put into his account).
Me: Okay, I will have to have a supervisor manually put that in, it will take just a moment.
I pick up the phone, call the supervisor, she comes over.
AGSM: Okay sir, I understand that you were supposed to receive $30 bonus cash for having earned 300 points, it will take just a moment for me to get that processed.
SH: Fine, whatever, and I want my dollar off per gallon too.
AGSM: I'm sorry sir, but looking into your account you have already redeemed that offer, and it does say on the coupon that it can only be redeemed once.
SH: No it doesn't, it just says earn 100 points in a day and get a dollar off gas.
AGSM: (pulling out the sample coupons we keep at the desk) Sir, it says right beneath that "One redemption only."
SH: Well, that is not what they told me.
AGSM: Who told you that?
SH: A players club employee at the cashiers cage.
AGSM: We don't have players club employees at the cashiers cage... the cashiers are permitted to help with basic players club transactions, but they are not players club employees... if you read the terms and conditions on the card it does say that only official communication from the players club is binding. And it looks like they went beyond what they were supposed to do as it was by giving you an additional discount when technically it is supposed to be an either or, not both.
SH storms off with his $30 grumbling about how unreasonable we are. 5 minutes later he comes back demanding another discount voucher because he lost his... the discount voucher is for a third party, so we can't simply reprint it like we do our inhouse offers...
Me: I'm sorry sir, but those offers cannot be reprinted. The best I can do is have a supervisor void out the voucher you were given so no one else can use it and give you the maximum cash value instead.
SH: Well, I have a 25 gallon tank, so that should be $12.50.
Me: The maximum cash value is $5, the coupon is 50 cents off per gallon for only the first ten gallons.
SH: It doesn't say that anywhere on the coupon!
Me: *points to it on the coupon*
SH: That's deceptive, can you get a supervisor.
Me: Sure thing.
I call AGSM again, she comes over, tells the guest the same thing I did, that we can void out the voucher (which I don't think he liked to hear, me thinks he had the voucher in his pocket) and pay him the maximum cash value, which is $5.
So far, the wife has been mostly silent. But now, she wants to check out because the room is in her name. The AGSM has already left to take care of a problem at a table.
Me: Okay, I see it is a comped room. There is an $11 movie charge, do you want that to go onto the American Express you gave at check in?
SW: No, I want you to comp it for all the problems we've had today. Besides, we've gambled over $4000 here, if you can't afford to give us a dollar off gas, you should at least give us a stupid movie.
Me: I'll see if my supervisor will approve it.
I call AGSM again.
Me: Hey, it's Smiley again, SW wants to know if we can comp the movie on her room, she says she's gambled $4000 today.
AGSM: Does her play history back that up.
Me: Yes, coin in $4000, coin out $5500.
AGSM: Wait, she is up $1500 and she wants a comp on top of the free room and offers that she wasn't supposed to get... please tell her to screw herself as politely as you can, we've given them enough that we weren't supposed to today.
Me: Yes ma'am, understood
I hang up the phone and turn back to SW
Me: I'm sorry, but my supervisor is not going to approve the comp.
SW: Why the hell not! With all the money we spend here they should gladly comp us $11, it's not as if you can't afford it.
Me: I'm sorry, but we've already comped the room, we've already bent over backwards by giving you offers that you technically weren't eligible for, we're not going to do more than that. We strive to offer the best service possible, but frankly, comping a movie comes out of the hotel budget, not the casinos, and we can't stay in business by giving away everything.
SW: You seriously can't afford to comp an $11 movie when I've spent $4000 here?
Me: I'd say considering that you are walking out of here with at least $5500 that we've given you a lot more than we do our average customer.
With that SW and SH storm out of the building swear to never come back
Me:
CW finally pops his head out of the back office.
CW: Thank God they're gone... while you were on break they were bitching to me that they felt they deserved to be upgraded to a grand suite.
Me: On $4000 coin in, you've got to be joking.
CW: No, and they weren't amused when I told them that all the grand suites were occupied tonight by people who averaged $50k plus coin in.
Me: Ain't perspective grand.
Side story/trend
This kind of is also a cursing out coworkers... but seriously security guard, when I'm calling you to help a guest with his lock that they can't get to work, and you ask why I'm not calling engineering, the answer is obvious, first, engineering isn't here at 2am, and second, I'm trying to discreetly convey the fact that the problem is that the guest is too drunk to handle the key and not actually a problem with the lock.
Side story/trend 2
I don't care how drunk you are, our 24 hour deli only has one employee, I don't care how drunk you are, we aren't going to magically get more employees working there so that they have time to deliver to your room.
Related note
Our deli is 24/7... just because you don't like deli food doesn't mean that we "never have any restaurants open".
Yeah, had a guy just chew me out about how it was false advertising to say we have a 24 hour restaurant when all we have is a deli... hate to break it to you, but a deli is a type of restaurant, just because it isn't a Denny's or some other place that will serve you overly greesy overpriced food doesnt mean that it isn't a restaurant.
and one of the few times I did bother to gamble at Foxwoods, I played for over an hour without losing one hand [regular low stakes blackjack]
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