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This guy grated all the right nerves so I thought I'd post.
The casino company I work four has over 40 casinos throughout north america (8 of those in Las Vegas). One of the direct marketing promotions we send out is something called "inactive". Basically if you haven't played with us in over 24 months we send you out a sweeter promotion than what you'd typically be entitled to based on your play.
The one we sent this guy, gave him his choice of 2 nights Sun-Thurs at our highest end property OR 3 nights at our 2nd highest end Sun-Thurs OR 4 nights at our midlevel properties Sun-Thurs OR 5 nights any day of the week at our lowest end property. As well as attached vouchers for $100 cash, free spa passes, free attraction tickets, free buffets, and free show tickets.
His call came in on the line for our 2nd highest end property. Of course he had the most horrible phone connection every (and no matter how many times I mentioned it he made zero effort to speak up).
The first thing I hear is "*garble* three nights free *garble*" so I let him know that I didn't hear all of what he said but was guessing he had a promotion for 3 night free at the property he called. He corrects me "NO! I called to book 3 free nights at highest end property". I get his code from him and to make sure I heard it right I pull up a template that basically shows me what is printed on his offer (he needlessly makes me read back the code using a the "I assume your a idiot because you work on the phone tone" duh, if I had the code wrong, I wouldn't be reading the template to you).
I get the dates he wanted and of course it's 3 nights (not the 2 his offer promised) and of course includes a Friday night (highest demand, more expensive rates, harder to get free). I've gone over the details and let him know the offer only promised two nights free and excludes Friday and Saturday. I try everything on earth to get all three nights free for him, and the best I could come up with was a discounted rate of $4xx on the Friday night versus the $7xx prevailing rate (his dates fell on a VERY high demand weekend).
We end up booking just the two nights but with much huffing about how he should get three nights free and how his discounted rate was outrageous. I get his information and learn he is sharing his room with a male friend so two beds is a MUST for him. Yay! I have two beds available so I book that (didn't tell him that it was for our lowest level room type (the only thing available) the rooms aren't assigned until check in and it is possible to get something better than booked so we try to avoid discussing room types on free reservations. He didn't mention boo about room type so I assume that he thinks he is going to get a huge room in the newest tower lol.
I get all the required info and it's like pulling teeth. I then do what I'm supposed to do and start to confirm the reservation info (you know to make sure I have i the way he wants it). He cuts me off and tells me "just EMAIL IT!" I stop confirm his email perfectly, and he does that thing where they pretend you got one letter wrong so they can go "NO ALL WRONG! My email is XXXXX" I confirm it back mentioning it's the same (correct) way as before.
The hell is almost over and he goes into "what else do I get besides the free room?" I go over all the coupons (I think those are some great freebies personally), being sure to emphasize the $100 cash. He seems less than impressed, what the hell else was I suppose to offer? I let him know he can also get more stuff using whatever slot club points he earns (the ones from 2 years ago are long spent) or whatever a host can get him based on his play. It was over and I noted the hell out of the reservation so that the front desk knows he is an EW and will try and misconstrue things (the way he purposely called to the property that offered him 3 nights and tried to transfer their terms to a different hotel reeks of trickster to me).
Grrr, I hate inactive offers. People should be happy that we are giving them lots of stuff just to entice them to come back, get what you are entitled to and don't throw a fit. Of course I looked at his play. He only has every stayed at one of our midlevel properties about once a year, for a while he was averaging one play day per stay and losing about $1xx. His last stay 2 years ago, he played one day but lost $3xxx. So on average we can assume he might be worth $3xx this stay. (he could play not at all or he could do something similar to his one time anomaly of big play) to us this stay. His attitude came off like he was some super big high roller.
Wonder of wonder's marketing has it just right with what they give him. We give him something while covering our ass against no play at the same time. If he wanted the weekends that bad all he'd need to do is book it at the discounted rates and then we could take them off based on his play at the end of his stay (the real high rollers have no qualms with this, if this then that arrangement, it's always a red flag when people will only consider what they can get up front based on the past).
I hope I made sense, I just needed to vent.
The casino company I work four has over 40 casinos throughout north america (8 of those in Las Vegas). One of the direct marketing promotions we send out is something called "inactive". Basically if you haven't played with us in over 24 months we send you out a sweeter promotion than what you'd typically be entitled to based on your play.
The one we sent this guy, gave him his choice of 2 nights Sun-Thurs at our highest end property OR 3 nights at our 2nd highest end Sun-Thurs OR 4 nights at our midlevel properties Sun-Thurs OR 5 nights any day of the week at our lowest end property. As well as attached vouchers for $100 cash, free spa passes, free attraction tickets, free buffets, and free show tickets.
His call came in on the line for our 2nd highest end property. Of course he had the most horrible phone connection every (and no matter how many times I mentioned it he made zero effort to speak up).
The first thing I hear is "*garble* three nights free *garble*" so I let him know that I didn't hear all of what he said but was guessing he had a promotion for 3 night free at the property he called. He corrects me "NO! I called to book 3 free nights at highest end property". I get his code from him and to make sure I heard it right I pull up a template that basically shows me what is printed on his offer (he needlessly makes me read back the code using a the "I assume your a idiot because you work on the phone tone" duh, if I had the code wrong, I wouldn't be reading the template to you).
I get the dates he wanted and of course it's 3 nights (not the 2 his offer promised) and of course includes a Friday night (highest demand, more expensive rates, harder to get free). I've gone over the details and let him know the offer only promised two nights free and excludes Friday and Saturday. I try everything on earth to get all three nights free for him, and the best I could come up with was a discounted rate of $4xx on the Friday night versus the $7xx prevailing rate (his dates fell on a VERY high demand weekend).
We end up booking just the two nights but with much huffing about how he should get three nights free and how his discounted rate was outrageous. I get his information and learn he is sharing his room with a male friend so two beds is a MUST for him. Yay! I have two beds available so I book that (didn't tell him that it was for our lowest level room type (the only thing available) the rooms aren't assigned until check in and it is possible to get something better than booked so we try to avoid discussing room types on free reservations. He didn't mention boo about room type so I assume that he thinks he is going to get a huge room in the newest tower lol.
I get all the required info and it's like pulling teeth. I then do what I'm supposed to do and start to confirm the reservation info (you know to make sure I have i the way he wants it). He cuts me off and tells me "just EMAIL IT!" I stop confirm his email perfectly, and he does that thing where they pretend you got one letter wrong so they can go "NO ALL WRONG! My email is XXXXX" I confirm it back mentioning it's the same (correct) way as before.
The hell is almost over and he goes into "what else do I get besides the free room?" I go over all the coupons (I think those are some great freebies personally), being sure to emphasize the $100 cash. He seems less than impressed, what the hell else was I suppose to offer? I let him know he can also get more stuff using whatever slot club points he earns (the ones from 2 years ago are long spent) or whatever a host can get him based on his play. It was over and I noted the hell out of the reservation so that the front desk knows he is an EW and will try and misconstrue things (the way he purposely called to the property that offered him 3 nights and tried to transfer their terms to a different hotel reeks of trickster to me).
Grrr, I hate inactive offers. People should be happy that we are giving them lots of stuff just to entice them to come back, get what you are entitled to and don't throw a fit. Of course I looked at his play. He only has every stayed at one of our midlevel properties about once a year, for a while he was averaging one play day per stay and losing about $1xx. His last stay 2 years ago, he played one day but lost $3xxx. So on average we can assume he might be worth $3xx this stay. (he could play not at all or he could do something similar to his one time anomaly of big play) to us this stay. His attitude came off like he was some super big high roller.
Wonder of wonder's marketing has it just right with what they give him. We give him something while covering our ass against no play at the same time. If he wanted the weekends that bad all he'd need to do is book it at the discounted rates and then we could take them off based on his play at the end of his stay (the real high rollers have no qualms with this, if this then that arrangement, it's always a red flag when people will only consider what they can get up front based on the past).
I hope I made sense, I just needed to vent.
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