I'll always remember fondly my first trip to Las Vegas on my 21st birthday in 1997. The remnants of old Vegas were still intact and I remember traveling down Las Vegas Boulevard to see the historic Las Vegas Sands before it met its end to the wrecking ball. Vegas then, and still today, has a way of making people feeling special by throwing free or deeply discounted things at their patrons in return for a nice chunk of your disposable income. Free drinks flow freely and, on my first visit to Sin City, cigarette girls would gladly give you a free pack of smokes or a nicely rolled cigar if you flagged them down and asked for one.
Cleveland's Horseshoe Casino, of course, now has been in operation for a year on the shores of Lake Erie. I, along with three of my siblings, are big players at the establishment, earning the recognition of as Diamond players which basically means we gamble more than our fair share downtown and at the newly refurbished Thistledown where my father worked for over four decades. I know the gambling industry well as I was born into it.
That is why I was shocked, saddened, and disappointed by the policy of Rock Ohio Gaming regarding their table games comps and left appalled by their response when I questioned them about their actions.
I had played a wide array of games and slots earlier this week and asked the pit boss for a comp for a meal. I dropped a substantial amount of money on the night, and I figured a nice meal "on the house" after a good nights play. The pit boss gladly said yes and wrote out a $20 comp for a meal. I was a satisfied customer despite my misfortune on my gambling adventure.
My satisfaction turned to disgust when I logged on to my Total Rewards account the following day. Instead of being comped, the money had been taking out of my Rewards Credits balance, which is a completely separate entity. What is worse, this exact same scenario had happened to me last year and I had already aired my grievances as it is disingenuous to tell someone they had been rewarded for their play when they had not. I immediately fired off an email to customer support that read.
This is the second time this has happened to me and I am beyond annoyed. After playing at your casino for about 3 hours, I asked a blackjack casino pit boss if I could have a comp for a meal. He said, "of course". I was a pleased customer despite losing a good sum of money that night. Upon logging into my account today, I noticed that instead of this being comped, it was taken out of my rewards credits. I play a lot. I hardly ask for anything but when I lose as much as I did that night (some not even on my card as some pitbosses hadn't swiped me in throughout the day) I want a little something back from your establishment. That this has happened again to me, it seems that you are tricking your guests and that really rubs me the wrong way. To say I am upset is an understatement. This policy has to change. You have to be more forthcoming with your patrons. I feel I deserve an apology and to be compensated on my Rewards Credits balance.
Their customer relations person obviously doesn't live by the adage that the customer is always right, which I was, and wrote back this curt email response and didn't offer the apology that I was thought I was due, saying:
Thank you for giving us the opportunity to be of service to you.
We checked your play from that day and spoke with the Pit Boss that issued you the comp and based on your play you only had Reward Credits available. Meaning you didn't game enough to earn a complimentary buffet or comp meal. So therefore the comp issued was taken from your Reward Credits. As a one time courtesy I will add the 2000 Reward Credits back to your account. In the future when asking for a comp make sure you specify to the Pit Boss if you don't want to use your Reward Credits. They will be able to advise if you qualify for a comped meal at that time or if you will only have Reward Credits available. We certainly apologize for any confusion you had on the comping process.
Total Service Specialist