Seven Stars Insider – April Edition

Here’s the latest edition of Seven Stars Insider. This is an easy read and an excellent resource for Caesars Total Rewards players. It’s long, but chock full of information. Head over to Seven Stars Insider to sign up for the newsletter.

Happy New Year!
I know this is April, but for Total Rewards it’s a brand new year of benefits. The next 12 months will go fast, so consider making your plans early for the annual trip and celebration dinner. While you’re at it, go ahead and select your annual gift – you’ll notice that the selection is much greater this year. However, who decided to arbitrarily categorize the gifts as “For Her” and “For Him”? Aren’t we well past the days when kitchen appliances are considered “feminine” and sports equipment and electronics are dubbed “masculine”?

Harrah’s New Orleans

Diamond LoungeChanges
A reader who just returned from New Orleans reports that there have been changes – for the better! – at the Diamond Lounge. The buffet has been replaced with a long couch, chair and coffee table, and there is now a printed menu. Choices included shrimp and prosciutto bruschetta, a red bean onion dip, alligator, crawfish and andouille sausage, international cheeses and prosciutto, mini muffaletta sandwiches, and fresh fruit with berries. In addition there are a few desserts. She also tried the new restaurant, Manning’s, across the street from the Grand Isle. Two standouts on the menu, she said, were the Gris Gris Duck Wings and the chicken and andouille sausage gumbo. Service was excellent, she added. Manning’s accepts Quick Rewards on a 1:1 basis, or you can charge meals to your room and settle the bill with your Total Rewards credits upon check-out.

Harrah’s St. Louis

Level II Experience Report
I thought you might enjoy this report from Seven Stars cardholder Tom Valledolmo. Overall, he and his wife had a very positive experience which he details in this report downloadable from his Web site: http://www.tomthebombpicks.com/uploads/St._Louis_Harrah_s_Trip_Report_3-27-12.pdf.

Lake Tahoe

Updates At Harrah’s and Harvey’s
Seven Stars cardholders who frequent Lake Tahoe were kind enough to send me these updates:
Harrah’s no longer has the Summit Restaurant on the 16th floor. There is now “The President’s Lounge at the Summit” – open to Diamond and Seven Stars cardholders from 4 to 7:30 p.m. on Fridays and Saturdays. There are two levels of seating with beautiful views of the lake. Between 4 and 6, there is a carving station (usually roast beef and ham), with breads, chips, soup, etc.; the Diamond Lounge off the casino floor serves only finger foods from 4 to 6. Also, unlike the Diamond Lounge, which is self-service, there are several servers to take drink orders.
Harvey’s Diamond Lounge is more seasonal. Open on Thursday or Friday through Sunday from 4 to 9 p.m., the Lounge serves food from 4 to 6 p.m. There is a little better selection than Harrah’s Diamond Lounge – usually hot dogs and sandwich type food.
There are a couple new food outlets at Harvey’s: Straw Hat Pizza (with free WiFi) has pizza, burgers and salads, and opens at 11 a.m. Sierra Deli also opens at 11. Both accept Total Rewards credits, but at a 2:1 ratio.
Free lift tickets for Seven Stars cardholders are no longer monthly, but are now limited to four per season.

Las Vegas

No More ‘Two For The Show’
Those free and discounted show tickets for Diamond, Platinum and Seven Stars cardholders are no longer available. Apparently this is just another “enhancement” to the “new” Total Rewards.

Caesars Palace

Seven Stars Registration ‘Down-Sized’
Like the lounge it shares with Diamond cardholders, the formerly exclusive Seven Stars Registration is now a Seven Stars/Diamond Registration. Inside there is a small office with two desks and a sign that says, “Seven Stars”. When it’s not busy, and there’s no need for a dedicated check-in area, that office is empty. The former Diamond Registration is now registration for guests booked in the Augustus or Octavius Towers. Hopefully, guests who don’t have Seven Stars or Diamond cards are alerted to this in advance – both to avoid frequent long lines at the main registration area and also to take advantage of the close-by valet parking (see below).

Octavius Tower Now Open
Though I was originally booked in the Augustus Tower for my annual Seven Stars trip last month, I asked for a room in the new Octavius Tower that opened in January. [According to promotional copy provided by Caesars (which I didn’t see until my return), the Tower is a “668-room exhibition in excess. Let us apologize in advance for ruining other hotels for you. Each and every room brings new definitions to the words extravagance and comfort. It is modern beauty, timeless luxury and boastful amenity all rolled into one. Rooms also feature. . .your very own iPad® or iPod Touch® application which allows you to communicate with hotel services.”] In hindsight, I should have stuck with my original reservation. Probably because it faced the Garden of the Gods pool complex, the room was very dark and seemed smaller than rooms I’ve had in the Augustus which looked out over the Bellagio fountains and Paris’ Eiffel Tower. Also, it would have been nice if someone had told me about those apps. And, while staying in any of Caesars’ towers requires a considerable bit of walking from check-in – even using the dedicated Seven Stars/Diamond registration in the Augustus Tower, it’s a hike to get back to the Octavius Tower. If you’re driving, and know in advance you’ll be staying in the Octavius (or Augustus) Tower, be sure to take advantage of the special VIP Valet on Flamingo Road. Those who need an early morning cup of coffee to get them started will have to pre-order the night before from Room Service. Unlike the Augustus Tower, there are no coffeemakers in the rooms and, while there is complimentary coffee at the Seven Stars/Diamond Registration (along with free newspapers), I’m not sure it’s worth the walk. The other alternative is to take the interior walkway that skirts the pool area and grab a light breakfast at Rao’s or Payard Patisserie & Bistro. Finally (as always seems to be my “luck”), I had a room with a broken toilet seat which was never repaired during my entire four-night stay, despite a call to Guest Services shortly after I checked in; in addition, the stopper was broken in one of the bathroom sinks. Also, I don’t think anyone has ever dusted the tops of the wall-mounted room number blocks or cleaned the vents in the bathrooms. Both were covered with dust. High marks, though, go to the bright lighting in the bathroom. As to all those other “luxuries” in the promos, it all seemed pretty standard to me. If you find yourself booked into the Octavius Tower I would ask for a low floor overlooking the pool area, or a high floor overlooking the Bellagio. Better yet, stick with the Augustus Tower, and leave the Octavius for those conventioneers who will have closer access to the meeting space.

Lost: Lost and Found
It took nearly three weeks and four phone calls, but I finally got back the electric toothbrush I inadvertently left behind in my room. I realized my goof about halfway back to the airport, and called Seven Stars registration once I cleared Security – about an hour after I had checked out. Within a few minutes, the clerk confirmed with Housekeeping that the toothbrush was there, and he transferred me to Lost and Found to make arrangements for its return – at no charge, he said, because I was a Seven Stars cardholder. No one answered the call, so I left the detailed message a recording requested. More calls, and more voicemails, and still no returned messages (or my toothbrush). Reluctant to get him involved – after all, it was my own stupidity that created this situation, I e-mailed my host with all the details and asked him to forward it to the appropriate department head. Less than 24 hours later, an administrative assistant to the Vice President of Security called me, apologizing for the lack of response and promising me the toothbrush would be shipped overnight. When I sent a thank you note to my host confirming that all was in order, he replied that – while not making excuses – Lost and Found is “swamped” with inquiries. Isn’t this a sign that some additional staffing might be necessary? I know every company is trying to save money by operating as lean and efficiently as possible, but when customer service suffers, it might be time to reassess those cutbacks.

O’Shea’s

Slán leat, O’Shea’s [Good Bye, O’Shea’s]
O’Shea’s will close next month and be demolished as part of the $550 million Project Linq development. Space currently occupied by O’Shea’s will become part of the reconfigured Imperial Palace, which will be given a new name and theme. As previously announced, Project Linq is an outdoor retail, dining and entertainment district to be built along a private street that separates the Flamingo and Imperial Palace, starting at the Strip and heading back to Audrie Street and Ida Avenue. The two streets will be converted from public to private streets. The centerpiece of Project Linq is a 550-foot-tall observation wheel. It’s expected to open next year.

Atlantic City

Insider Outsider
Even though I qualified as a TR Insider for the first quarter of 2012, I seemed to be the only one among a group of friends who wasn’t invited to a number of monthly Friday evening cocktail parties at Bally’s, Caesars and Harrah’s. Last month, since I was staying at Bally’s the evening of one of the parties – billed as “Cocktails and Conversation” – even though I wasn’t invited, I walked up to the registration table, gave the clerk my Seven Stars card and waited to see what would happen. After all, there was a big sign out front of the Blue Martini Bar indicating there was a TR Insider Party, I was an “Insider”, so how could they turn me away? Well, their computer was down so she just handed me a wristband and told me to come in and enjoy myself. I had only about 15 minutes before I was meeting friends at the Caesars Seven Stars Lounge, but I counted approximately 50 people at the party, and there was an open bar, some lovely passed hors d’ouevres, a carving station and some pasta on a small buffet. A week later I knew there was a similar party at Harrah’s. Again, since I was staying there (and, at the base of the escalator leading up to the ballroom, there was a similar sign about a TR Insider Party), I tried the same trick. No dice. “You’re not invited,” I was politely informed, and none of the three women was going to let me in. I explained that I had friends inside who were expecting me and that I had not been invited to any of these Friday night parties in January, February or March. The woman in charge of the event checked my record, verified that I was, indeed, an Insider, but couldn’t explain why I wasn’t getting the invitations. She agreed to do some research into why I wasn’t receiving them, finally (and reluctantly), giving me a wristband. Was it worth all the trouble? Not really. Sure, there were open bars, pasta and garlic bread, General Tso’s Chicken and fried rice, and a dessert station, but I could get all the free food and drink I wanted in the Seven Stars Lounge downstairs. What I did get was – I think – an explanation of what this whole TR Insiders thing is (at least in Atlantic City). If you qualify, you should be invited to a monthly cocktail reception at your “dominant casino” (the one you play at most frequently); in addition, there is a quarterly party at each of the four Caesars-owned casinos. During the first quarter of 2012, Caesars and Bally’s hosted slot and blackjack tournaments, there was a Carnival-themed party (as in those pre-Lenten festivals held in Rio and New Orleans) at Showboat, and an Olympics-themed party at Harrah’s. No word yet on what’s in store for April, May and June.

Light [No] Show
A news release touting its participation in Earth Hour – a “symbolic act [that] represents Caesars Entertainment’s commitment to reducing its carbon footprint on a global scale” – promised that all of its casinos would turn off exterior lighting Saturday evening. Showboat shut off its giant red marquees, but lights remained on at Caesars and Bally’s. I was inside Harrah’s so I don’t know whether its lights were on or off.

Don’t Expect A Revel-ution
Despite lots of threats from players – many who are dissatisfied Seven Stars cardholders, unless Revel makes changes to its player’s card program, I don’t expect much in the way of defection. Already, folks are grumbling over the fact that – like Wynn in Las Vegas – there will be only one level of player’s card. In other words, nothing like Caesars Gold, Platinum, Diamond and Seven Stars cards or Borgata’s Red Label, Black Label and Titanium cards. [“Everyone will be treated like a VIP,” said one Revel executive.] Also, Revel will have no dedicated player’s lounge like Caesars Diamond and Seven Stars Lounges, Trump’s and Golden Nugget’s Chairman’s Clubs, or Borgata’s Amphora Lounge and Society Club. Revel’s officials claim a lounge is unnecessary because of the casino’s generous comp policy, and the fact that all food and beverage outlets, the spa, etc., will be on a 1:1 basis, i.e., one comp dollar equals US$1. However, unless players are treated to some upfront “signing bonuses” or hosts divvy out lots of “discretionary comps”, I don’t see many players bellying up to the bar for premium cocktails and paying cash for them, let alone using their comp dollars. However, time will tell. After all, MGM’s casinos in Las Vegas don’t have anything like Caesars Diamond Lounges and it doesn’t seem to be hurting their business.

So, What’s It Like?
I had a tour of the Revel March 30, and it’s spectacular. The views alone from the large expanses of glass overlooking the ocean are worth the trip, as is the “sky garden” and just about every aspect of the hotel, casino, spa, restaurants and night club. Your Seven Stars (or Borgata Titanium) card will get you a host immediately and expedited service when it comes to signing up for a Revel player’s card, but that’s about it. There isn’t even a brochure detailing any benefits from the player’s card – which has no name, just “Revel” printed in black on a plain white card. I put more than $1,000 through a variety of slots at levels ranging from a penny to $1. After an hour of play, I walked away with $7 in “Resort Credits” [comp dollars] – not even enough to buy a decent drink at one of the bars.

‘Welcome Celebration’
The annual Seven Stars “Welcome Celebration” has been scheduled for April 27 and 28 – ironically, the same weekend as the Golden Nugget’s Grand Opening. Friday night each of the four Caesars casinos will give its Seven Stars cardholders a seven times Tier Credit multiplier, but the big event of the weekend is a 90-minute cocktail “soiree” Saturday. Invited guests also will receive a “commemorative bottle” of Belvedere® vodka. (A competing casino down the street gave out bottles of Belvedere a couple months ago as one of their standard weekly gifts – no major play required.) At each soiree, seven two-year leases on a 2012 Cadillac® CTS – along with additional cash prizes – will be given away. Aside from the tax implications – and, if I won, not even factoring in how much more I would spend on gas (I drive a Kia), my insurance would increase, and I’d be scared to death I’d cause some damage or exceed the maximum annual mileage. If Caesars is so committed to the environment (see above), why not give leases on a Prius or a Volt?

Diamond (and Platinum) Books Are A Player’s Best Friend
One of the more popular benefits for players in Atlantic City, these valuable coupon books will be distributed to Diamond cardholders on April 14 and 15 between noon and 6 p.m. Platinum cardholders can pick up their books from April 2 to 6; however, many of my Jewish friends – especially those who work fulltime and are unable to travel to Atlantic City during the week – feel that Caesars has been a bit insensitive to the fact that Passover begins at sunset on April 6, so they are unable to take advantage of a benefit they’ve earned. Since most Platinum cardholders probably don’t have a host, I would hope that Caesars makes some sort of special accommodation for those unable to pick up their books during the designated distribution dates.

ACES Not So Wild
The non-stop train service between Manhattan and Atlantic City – ACES (Atlantic City Express Service) – is no longer. Several factors led to the decision.

Marketing Test
I didn’t hear it personally – because I wasn’t invited, but at least three readers who attended a reception at One Atlantic told me that someone from Marketing said Caesars was purposely reducing offers to a “test group” of players to see if they would still come to Atlantic City and play. I think I must be part of the group because my “offers” have been reduced to practically nothing. And, yes, it’s affecting my play at Caesars casinos. But does it take a fancy marketing study to prove that?

Resorting To Additional Fees
How can Caesars casino hotels continue to say on their Web sites that they don’t have Resort Fees (see below) when – other than the Tropicana – they are the only hotels to charge more than the mandatory $5 per room night New Jersey State Occupancy Fee?

Call it what you will, but Caesars, Bally’s, Showboat and Harrah’s all are charging guests an additional $8 per room night (a $5 “Room Assessment Fee” and a $3 “Comp Room Fee”) — see below.

At least in Las Vegas when a hotel charges a Resort Fee it generally includes free Internet service, a free daily newspaper and even admission to the hotel’s fitness center. (And those staying in comped rooms generally have the resort fee waived, so it’s not an issue.) In Atlantic City Caesars is giving its guests nothing in return for this $8 additional charge – whether it’s paid in cash or taken out of comp dollars.

Bally’s

Clue®-less
Originally scheduled to promote the new Clue® slot machine (which still isn’t in operation yet at Bally’s or Caesars), the Murder Mystery Dinner Theater last month probably sounded like a good idea on paper. The Traymore Ballroom was cleverly decorated to evoke the interior of an English manor house; however, after about 20 minutes, the “theater” part just didn’t seem like it was going anywhere. Guests at our table were starting to talk among themselves, as were others in the room, so it was difficult to hear. Though we ate the salad (which was very good!), my friends and I left after about 20 minutes and ended up at The Reserve for an excellent dinner. “All’s Well That Ends Well!” Also, if Bally’s is going to use tickets under saucers to distribute a giveaway, make sure everyone understands that coffee cups are placed to the right of a diner. The man next to me grabbed the ticket under my coffee cup and claimed a Clue® board game for himself. It wasn’t worth arguing over, but had there been a more substantial prize, I might have become more contentious. In the future, Bally’s should consider a better system.

Wild Wild Guess
Just based on what I – and others – have been told by several Bally’s employees, look for a Dave & Buster’s, some retail shops, and maybe some additional food and beverage outlets to replace the slot machines currently “quarantined” behind temporary walls in the Wild Wild West.

Legends – Worth A Look
Though I’m not generally a fan of “tribute” shows, I must admit I was pleasantly surprised at the quality of both the performances and the production at Legends last month. The line-up of acts may change this month and next, but the cast I saw did an outstanding job, and the back-up dancers/singers deserve special credit for their enormous contribution. When they weren’t onstage dancing and singing their hearts out, they were backstage changing into yet another costume. Considering – other than comedy clubs at Tropicana and Borgata – there are so few shows during the week in Atlantic City, this is definitely one to check out.

Caesars

Friday Afternoon Meltdown
Be glad if you weren’t playing at Caesars the last Friday in March. Around 2 p.m. a “system” went down. Video poker and slot machines would not accept Fast Cash Tickets or Express Pay Coupons, and anyone cashing out from a machine had to wait for a hand pay – whether they were owed $500 or 15 cents. The lines at the main cashier were so long, I thought they were selling Mega Millions lottery tickets.

Harrah’s Resort

Difficult High Heels To Fill
While we’re happy about her promotion, we’ll miss Seven Stars Lounge Supervisor Alisa Hammill. During her years working in the lounge, she made it a point to get to know her customers, and treated everyone with dignity and respect. When the lounge was particularly busy, it was never beneath her to clean a table, take a cocktail order or deliver a plate of food. She also inspired great teamwork among her staff. Fortunately, she’ll remain at Harrah’s in another capacity, so let’s hope she won’t be a stranger.

Tipping Point
Unbelievable! That’s the only way I can describe my shock when a fellow Seven Stars cardholder grabbed a $5 tip from the bar at the lounge on a recent Friday night. The couple next to her had left and, when she thought I wasn’t looking, she took the bill and threw it in her purse. I told her what I saw, but she denied it. In an attempt to give her a chance to redeem herself, when Lou, the bartender, came to take my drink order, I said, “This nice lady was kind enough to take your tip so no one would steal it.” She just stared blankly ahead. A few minutes later she walked out, leaving her uneaten lobster roll and bowl of soup.

Sign Of The Times
Have you seen the sign on the casino floor promoting the American Idol slot machine? “The Vote’s Are In. This game is a winner!” Obviously, whoever designed – and approved – this never won any awards for punctuation. (The plural of the word “vote” does not require an apostrophe.)

Harrah’s Chester (Pennsylvania)

Name That Town
Could there be a name change in Harrah’s future? Will it be renamed Harrah’s Philadelphia? Makes a lot of sense. Harrah’s is practically ”a stone’s throw” from Philadelphia International Airport, and the Philly city limits are only about 15 minutes away. Most people don’t have a clue where Chester is, or, worse, think that Chester is the name of the man who owns the casino.

Declaring Bank-ruptcy
The “Bank” feature which is part of Total Touch® is nice, but downloaded free play expires with no warning. I had $155 in free play which I forfeited by forgetting to play it. I wouldn’t even have known, except for the fact that Pennsylvania requires its casinos to send reports to players detailing the amount of “slot cash” they offered, how much was played and how much expired. Even worse happened to a friend of mine. Saving up free play for an afternoon in the High Limits Slots, he hit the wrong button and mistakenly downloaded $500 while playing a penny slot in the C-Bar. Related to this is the fact that you can download only one of two smaller amounts or the entire balance of your bank. The system needs more options, or the ability to allow the player to choose a specific amount by punching numbers into a keyboard.

Caffe Napoli To Open This Month
Located on the former site of Café Cappuccio, the new Caffe Napoli is expected to open April 6. One employee described it as something similar to Sbarro’s, i.e., there will be seating to enjoy your food, but no servers.

The End Of End Zone
End Zone is closing to reinvent itself as a microbrew/barbeque pub. Renovations are expected to be completed – and a grand reopening is scheduled – next month. In the meantime, The Cove will be open extended hours Tuesday through Saturday and is introducing a new spring menu. (Don’t forget to update your Web site, Harrah’s It still has outdated information, not only about the Cove, but other details.)

General

The ‘New’ Total Rewards
While it’s evident a lot of time and money went into the new look of Total Rewards, the focus seems more on obtaining new cardholders than rewarding and retaining current cardholders. Sure, there a few new “benefits” – advance ticket sales for some events, discounted pricing at participating casino restaurants and buffets, the ability to transfer Reward Credits to another account-holder, and exchanging Rewards Credits for slot play (at a 2:1 ratio); however, I haven’t spoken to anyone who finds these that valuable. Many long-time Caesars players felt “blind-sided” when they heard about the four concerts that kicked off the brand re-launch March 1, wondering why more players weren’t invited to attend, why there wasn’t more advance notice, and the most vocal wondered what in the world P. Diddy, Cee Lo Green, Lil Wayne and others had to do with their favorite casino’s player loyalty program. Those who were aware of the concerts and tried to watch them online were frequently greeted by the equivalent of those “stand-by” signs reminiscent of the early days of television. At other times, portions of a concert were repeated, perhaps while “technical difficulties” were being corrected. “Commercials” for Total Rewards were greeted by cyber-boos in the form of negative tweets and Facebook postings (“This is the [sic] wurst!”) running continuously on the right side of the screen. As a matter of fact, about the only things positive being broadcast were obviously “planted” tweets from Caesars employees (“Heard about the new Escape To Total Rewards game? Can’t wait to play!”), or fan shout-outs to Mariah Carey and some of the other performers (“We luv u Mimi!”).

Atlantic City Signature Event
Add June 15-17 to your calendar if you plan to attend the first 2012 Signature Event in Atlantic City. There’s been no official announcement, but, assuming he wasn’t trying to throw me off, a Caesars executive let the dates slip during an informal conversation in the Seven Stars Lounge at Harrah’s Resort. Why keep the dates a secret? People like to make plans, and June 15 is only 2½ months away.

Signature Experiences: Deadline Extended (continued)
When someone tried to book her Level II experience for a date after March 31, she learned that some of the contracts with outside vendors expired March 31, and no replacement options were offered. In other words, it wasn’t going to be the experience she expected, so she opted for something else. If you’re going to take advantage of this extension, be sure to check in advance that you’ll get everything promised – or at least the equivalent.

Movie Mania
If you’re a fan of the free in-room movie benefit, when you check-in be sure to ask at the front desk what the policy is. Some casino hotels now limit the movies to one or two per day, and, in some cases, the limitation is per stay.

Play To Stay
When one player questioned why the Level I Tunica Basketball Experience no longer included a $1,500 airfare credit, and was reduced from four to two tickets, four to two rooms and one dinner for two (from four), he was told that too many players were coming to Tunica and not playing, or not playing enough. Excuse me, but aren’t these trips supposed to be a reward for past play? Plus, from my experience in Tunica too many machines wouldn’t accept my Total Rewards card, were out of order or were being reserved for other players. Also, unless you’re going to return to one of these casinos, what’s the point in playing a lot? As a result of that trip to Tunica I’m now getting invited to slot tournaments and other events, plus I am receiving free slot play offers, as well as food and beverage credits that I’ll never use – offers, I might add, that are more generous than the ones I receive from my “local” casinos in Atlantic City. Why would I travel 1,000 miles for $50 off my meal at Binion’s and $100 in free slot play? Similarly, why would I drive 90 miles [to Atlantic City] for $10 in free slot play and a $20 food credit (that’s good only Monday through Thursday)? I’m not even going to drive 15 minutes to Chester for a lousy $5 in slot play. I’d rather receive nothing than be insulted by these piddly “incentives” to play. It’s costing Caesars more to print and mail these silly offers than they’re worth.

Pick One: $500 Hotel Credit or 50,000 Reward Credits
When scheduling your annual trip, check to be sure if your $500 is in the form of a credit against your hotel room folio or whether 50,000 Reward Credits are going to be added to your Total Rewards account. If it’s a $500 credit on your hotel folio, you’ll need to use it before you check-out or you lose any remaining balance. Those who get the 50,000 RCs can use them anytime and anywhere – even after they return home. How about a little consistency, folks?

Mirror, Mirror
If you’ve already received one of the new Seven Stars cards, keep it somewhere safe. It may become a collector’s item. While replacement cards are on the way, the current cards are hard to read, the type (your name and TR number) scratches off easily, and – if you’re in the sun or under a bright light – you’re liable to temporarily blind someone. I actually saw a woman in Las Vegas using the card to check her make-up.

English Grammar 101
Apparently the copywriters at Total Rewards don’t have access to a basic grammar-checking program. I see this same type of error time after time in correspondence, promotional mailings and e-mails. “Total Rewards” is not the “valued Total Rewards Member”. Try this instead: “Total Rewards is pleased to provide you – our valued member – with this E-Statement. . . .” Also, in one 21-word sentence, “Total Rewards” is repeated three times. We get it. . .we get it!

A similar example arrived in the mail about a week later [emphasis added]: “As someone who knows about all the great luxury, amenities and beauty of our Las Vegas Total Rewards resorts, we don’t have to tell you that this is the perfect time of year to start planning your next Las Vegas getaway.” Huh? Try this instead: “For someone who knows about all the great luxury, amenities and beauty of our Las Vegas Total Rewards resorts, this is the perfect time of year to start planning your next Las Vegas getaway.”

Seven Stars-Specific Benefits
Notice anything missing from the Seven Stars benefits section of the Total Rewards Web site? Casino-specific benefits like the “Day at the Races” at Harrah’s Chester are currently being “vetted” by the TR execs in Las Vegas. Once the process is complete, the list will be posted again. Already dropped, according to the VIP Desk at Harrah’s New Orleans, are the Mardi Gras World tour, the carriage ride through the French Quarter and the paddleboat ride. Once each year cardholders visiting New Orleans were able to choose one of these as a special Seven Stars benefit. Between the loss of free show tickets in Las Vegas (see above) and this, it’s not looking good for the other benefits.

My TR: Not App-licable
With the additional layers of security required to log-on to the Total Rewards site, signing on to the My TR mobile app on my iPhone® is still not possible. The program needs a different “keyboard” that allows for upper case letters, as well as separate keys for letters and numbers. Supposedly, this was fixed a couple weeks ago, but it still doesn’t work.

A Not-So-Happy Birthday Offer
I was hoping it would change, but some with birthdays in the first quarter of 2012 are still getting the “earn up to 5,000 tier points in one day and we’ll match it” offer. At least in Atlantic City, every other non-Total Rewards casino offers free play, comp dollars or an actual gift. If you’ve already singled us out for some sort of birthday recognition, then don’t expect us to invest more money in slot machines or table games in order to get something in return.

Survey Results: The ‘New’ Total Rewards
So, what are players saying about the “rebranding” and new look of the Total Rewards program, as well as some of the enhancements, e.g., reduced prices at some food outlets, first choice to purchase tickets for concerts and shows? Unfortunately, complimentary responses are rare (it’s always more fun to trash something). I’d like to assume that someone has positive things to say about the new program, but I can’t prove it by the e-mails I received:
“Why spend all this money on new [player’s] cards? Diamond cards no longer look like Diamond cards and the Seven Stars cards are horrible. The cards all look alike, and they’re downright ugly!”
“They need to do more to reward their top players. They took away 12 trips from Level I last year. We did not even try to reach it. What’s the use?”
“Do they really think I am going to fly across country for $65 of free play in Lake Tahoe? Why do they send these ridiculous offers? It’s an insult. Surely, with Caesars sophisticated computer system, it should be able to better target players and offer more meaningful incentives.”
“If Caesars wants their continued support, Caesars needs to be talking to its players to see what they want. I don’t know anyone who wants to transfer their Reward Credits to someone else, or buy concert tickets in advance.”

Speaking of the new cards, I actually know people who are retaining their 2011-12 Seven Stars cards because they’re more distinctive and better differentiate them from Diamond and other lower-level cardholders.

Photo: Pulse of Las Vegas Blog

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Las Vegas Writer, Marketer, Consultant. I love Vegas and everything about it. When in Vegas do 3 things: eat, drink & gamble.

Author: Marc

Las Vegas Writer, Marketer, Consultant. I love Vegas and everything about it. When in Vegas do 3 things: eat, drink & gamble.