HARRAH’S PHOENIX AK-CHIN
Another Viewpoint: Compliments All Around!
“We’re just back, and cannot compliment the staff enough on their hospitality. Every person we talked to, without exception, went above and beyond to be helpful and gracious. They didn’t just answer a question, or provide a basic response. Every person provided additional helpful suggestions, and went out of his or her way to make sure that
we were made welcome. We got one of the patio suites in the new tower. These were quite lovely and comparable to any high-end property we’ve visited. It appeared that there are only five of these, as we did not see any other balconies in this new section. The room was well appointed, and we did find amenities waiting, in the form of small
snacks and an assortment of beverages in the fridge. We didn’t realize at first that the Diamond Lounge is now in the Agave restaurant. (It had been separate before.) So when we arrived the first evening, we headed to the restaurant, and discovered it was on ‘lounge’ hours. We were given coupons for four drinks and three appetizers. Since we weren’t drinking alcohol, we traded those in and sampled five appetizers. We had no clue that most of them were large enough to be dinner for a fully grown man! We also learned that Seven Stars cardholders get two free buffets daily. Turned out to be good food, and the largest selection of sugar-free desserts we had ever seen. Overall, I can only compliment this property on the upgrades, and commend the staff on outstanding service
all around. Everyone, from the driver who met us at the airport to the folks at the Total Rewards desk acted as though it was their mission in life to get us to return. . .so we most probably will!”
LAS VEGAS
Curtain Down
The All-Stage Pass, which offered unlimited admission to several shows in Las Vegas over a 48-hour period, will no longer be available after June 30.
Let The Sun Shine
An East Coast reader forwarded this email invitation with the following comment, “This just screams. . .go buy an expensive plane ticket and run to Vegas.”
FLAMINGO
Free Slot Tournaments
Visit the Margaritaville Casino from 11 a.m. to 3 p.m. Saturdays and Sundays to play a free three-minute session and possibly win free slot play. You must have a current Total Rewards card. Tournament results are posted at 3:30 p.m. Top prize is $500, second prize is $400, third prize is $300, fourth prize is $200 and fifth prize is $100.
RIO
Whee-ee-ee-ee!
Opening in late summer, the VooDoo Skyline will launch passengers 400 feet in the air from the VooDoo Lounge to the Ipanema Tower at speeds up to 33 miles-per-hour. Unlike most ziplines, the VooDoo Skyline will accommodate two riders at a time and, on the attraction’s return trip, guests will ride an additional 800 feet to the starting point,
facing backwards, for a total distance of nearly one-third of a mile. VooDoo Skyline is slated to operate seven days a week from noon to midnight. Pricing and other details have not been announced.
ATLANTIC CITY
‘Separate Checks, Please’
Couponing has become so popular, it even has its own shows on television, as well as frequent segments on the morning network news shows. It’s a lot easier to redeem a coupon at the grocery store, though, than it is at a Caesars casino in Atlantic City. In its latest effort to alienate players, depending on where you eat, Caesars is no longer allowing customers to combine their food credit coupons or those coupons from the Platinum and Diamond coupon books. Here’s the scoop:
>At Sammy D’s a friend and I were told that – in the future – we would have to get separate checks if we wanted to each use our weekly discount coupons. (The cashier made a “one time exception” but told us “they” were cracking down on this practice.)
>At 6ix a Bistro the day before two of us had no trouble paying one check with two coupons. The policy there – and at all Bally’s restaurants which accept these coupons – is one coupon per player; no separate checks required.
>At Luke Paladino another reader and his party were told that their $25 Diamond dining credit coupons were limited to one per table. Since there were three guests, they later relented and allowed the use of three coupons. [I subsequently confirmed that they would accept one per person.]
>At Scarduzio’s six of us each had a coupon – five Diamond coupons and a $100 Aspiration certificate – and there was no problem using these to pay one check.
>When I called the Atlantic Grill and Café Roma directly, I was told a party of two could use an unlimited number of coupons, but I got different information from another source at Caesars – one coupon per person per table.
>And, unless things have changed in less than a week, two of us each used a weekly dining credit coupon for one bill at Café Roma.
Confused? Me too. I’ve tried to get a definitive policy for Atlantic City, but this all came about too late in the month and I’ve already held up publication trying to get answers. More to the point, if these restrictions are going to be put into effect, why is this not printed on the coupons or why isn’t there some sort of notification either by the cashier or on the menu? (OK, the coupons have the generic disclaimer: “Restrictions may apply” but in previous years there never was a problem with combining coupons.
When the coupon books first came out several years ago I specifically recall asking if we could combine coupons or if we needed to request separate checks, and the response was a resounding “no”. It’s also not been the case on several occasions since the 2013 books were issued.) And why wait until a month before the current Diamond/Platinum coupons expire? Change the policy next year – assuming those coupons books don’t go the way of so many other perks. Changing policies without notifying your customers is not exactly A+ service – especially when you have email addresses for most of us. I generally have no problem agreeing that most front line employees at Caesars casinos in
Atlantic City give me A+ service, but I can’t say as much for management and these ridiculous policies. Also does the extra time and cost of asking servers to prepare separate checks, and the extra time and cost of processing these checks really do anything for the bottom-line? What is to be gained by this policy? Whether there are separate checks or not, two (or more) coupons are still going to be redeemed, so what is the logic behind this stupid policy? Maybe if all of us start asking for single tables and separate checks, management will see the folly in this – especially when they start losing money by wasting valuable dining “real estate” with singles occupying tables that could accommodate parties of two or four.
Film Flam
It all started with a text from a friend whose husband was being charged by Harrah’s for viewing seven movies during his stay. As a Seven Stars cardholder he was used to viewing unlimited complimentary in-room films during his visits to Atlantic City. No longer, he was advised at check-out – information that was confirmed by his host. It’s now four films per visit, not just per night. An investigative reporter at heart, I happened to be at Harrah’s the next day and asked about this at check-in. No, I was told, it’s unlimited. “I just checked out a guest who had more than seven movies on his bill and there was no charge.” Confused, I asked my own host. She told me there was a limit of $45 per day. Now, even more befuddled, I called VIP Check-In. No, it’s unlimited, the voice on the phone said. This prompted calls and emails to the other three casinos. Here’s what I was told:
- Bally’s – By a host, $45 per day credit; by VIP Check-In, unlimited.
- Caesars – By VIP Check-In, unlimited. (A text to a host was not answered.)
- Showboat – By VIP Check-In, unlimited. (An email to a host was not answered.)
So, what’s the policy? Apparently, no one can agree. My advice, if this Seven Stars benefit is important to you, ask at check-in and get the employee’s name. (By the way, I’m not publishing them, but I have names to back-up all the information I’ve just documented.)
Squeeze Play
Caesars continues to squeeze every last cent out of its customers. In addition to early check-in fees – from which Seven Stars, Diamond and Platinum cardholders are exempt, Harrah’s and Showboat are now charging some players extra to choose in which tower they reside – even if they’re staying in a comp room. (Again, Seven Stars and Diamond cardholders are exempt.) At Showboat one Sunday, a Bourbon Tower room was an additional $60. The desk clerk told the customer, “The orders came from Las Vegas to charge these fees.”
Management Shake-Up
While there’s good news below about employees who are leaving their positions in Atlantic City to start new businesses, and others are getting promotions, I and many others were saddened to hear that Caesars and Harrah’s Vice President of Marketing Jim Byrnes is no longer with the company. Jim is a great guy, was very visible to customers, returned calls and responded to emails in a timely manner, and always managed to greet you by name when he saw you. He will be missed.
PNC ATM MIA
I haven’t been there to confirm it, but I’ve been told that the convenient PNC ATM at the Pier Shops is gone.
Let There Be Light. . .Show!
Boardwalk Hall has once again been transformed into the canvas for a new 3D musical light show which opened last month. This is the third such show to dazzle audiences in Atlantic City. Be sure to go see it.
Let There Be Flight. . .Show!
Don’t forget, the Atlantic City Airshow is June 26 – a Wednesday this year. Be prepared for crowds and traffic. Missing this year due to the Federal government sequester will be the centerpieces of previous years’ shows – the U.S. Air Force Thunderbirds and the U.S. Army Golden Knights. This means, too, that the show will be considerably shorter – about 3-1/2 hours, down from last year’s six. Civilian performers apparently cost more than those from the military so budget restraints mean fewer “acts”.
Questioning The Wisdom Of Pearls
The new Pearl Lounge at Revel opened last month. I attended the opening May 10 as a member of the media – I do not have a Pearl card to gain access on my own. Unfortunately, the Lounge looks like the after-thought it was. Stuck in a rear corner of Revel’s new high-limit slot area, the two rooms are cramped and a bit claustrophobic. There’s a small bar in the room where you enter, and an even smaller room that looks like it was carved out of a utility closet, fabric draping some of the walls, looking suspiciously like it’s covering something unsightly. [Revel’s decorating philosophy seems to be, when in doubt drape; its Revel player’s card “office” has yards of black fabric on the walls, giving the impression that this might be a temporary location, but it’s not.] Opening night, the “buffet” had two hot offerings: some sort of pasta and sliced flatiron steak served out of silver chafing dishes. Clearly Revel doesn’t intend for guests to consume a full meal – which is fine. [I’m in the minority, but I think that’s the mistake that Caesars and Harrah’s Seven Stars Lounges made; these were never meant to be full service restaurants, but players don’t seem to have embraced that.] If the meager food offerings don’t discourage you, the tightly spaced collection of small tables provides no incentive to linger. It has all the ambience of a 1960s basement rec room. The lounge is open exclusively to Pearl cardholders (similar to Seven Stars) Fridays, Saturdays and Sundays; and to Beach members (similar to Diamond cardholders) Mondays through Thursdays – if they have host approval or earn 20 Resort Dollars! There is no charge for admittance. It is open from noon to 8 p.m. Mondays to Thursdays, noon to 4 a.m. Fridays, 10 a.m. to 4 a.m. Saturdays, and 10 a.m. to 8 p.m. Sundays. After 8 p.m. on Fridays and Saturdays the buffet features only pastries and fruit; and Saturdays and Sundays, a continental breakfast is served.
BALLY’S
A Tip Of The Toque
Chef Joseph Muldoon has left The Reserve to open his own restaurant in Northfield, N.J. [More on this next month.]
CAESARS
Promotions Supervisor
Gets A Promotion Special Events & Promotions Supervisor Donata Caloiero has left Caesars to become the new Special Events manager at Harrah’s Phoenix Ak-Chin.
HARRAH’S RESORT
Developing Executive
She was always a pro at developing great customer relations, but former Seven Stars Lounge Supervisor and casino host Alisa Hammill is now officially a Customer Development Executive. Congratulations! SHOWBOAT
Spaaahh Offer
Through the end of June, use your $100 quarterly Seven Stars spa credit at Vive and get a facial or a massage for $99. Call (609) 343-4118 for details and any restrictions.
Earl Of Sand-Bitch
Since I was staying in the Bourbon Tower one night last month I decided to try the Earl of Sandwich for breakfast rather than making the trek to Crossroads or Johnny Rockets. Big mistake! My “Breakfast BLT” was more “L” [lettuce] than anything else. The bread overwhelmed the taste of the tiny scraps of bacon and two slices of Roma tomato that were about the size of a quarter. To make matters worse, it took three different customers to point out that the self-serve coffee was depleted, and nearly 10 minutes to brew another dispenser. A friend had the ham, cheese and egg sandwich, and the egg was about as thin as a coin, and the “cheese” appeared to have been painted on. And, once again, the bread overwhelmed the taste of everything else. It looked nothing like the Egg McMuffin-ish poster above the counter. In full disclosure, I responded to an online survey I saw on the receipt and the general manager called me within 24 hours. He didn’t exactly disagree with my assessment, but said the sandwiches were made to “corporate standards” and that I probably would like the sandwiches at lunch better.
HARRAH’S PHILADELPHIA
Booting Them Out
Congratulations to Harrah’s for starting to enforce illegal parking in its self-park garage! Last month I saw a piece of paper on the window of an illegally parked car telling the owner that his license plate had been recorded, and any further violation would result in towing or booting. Let’s hope they actually enforce this.
Changes At The Cove
The Cove will be closed from June 2 to 6, reopening June 7 – only for Seven Stars and Diamond cardholders – with a new menu and a better-trained staff. (Are they really going to turn down paying customers just because they don’t have a Seven Stars or Diamond card?) The restaurant will reopen to the general public June 8. Frankly, in my opinion, the Cove has not been very good since manager Michael DiTomassi left and some new chefs took over the kitchen. Apparently, several regular customers were invited to some tastings and asked for their suggestions in improving the menu. Let’s hope for the best.
Telephone Tag
I’m not sure how many people Harrah’s Philadelphia and The Cove are irritating (and how much business they might possibly be losing), but at 5:45 p.m. June 1 I called the casino’s toll-free number (866-554-5590). After listening to my voicemail options I pressed the one for restaurant reservations. This took me to some centralized Caesars Entertainment reservation line which I didn’t want because I needed some specific information about the restaurant and wanted to speak with someone who actually works in The Cove. I called back, waited until I heard the last option (speak to an operator) and asked for The Cove. The operator put me through to that same centralized reservation number. I asked my question, but the individual didn’t know – which I suspected would happen; however, he came back on the line and gave me a “direct number” to the restaurant (484-490-1816). I got another recording giving me the restaurant hours, and the option of leaving my name and number to make a reservation, plus the option to make a reservation during restaurant hours by calling 484-482-3615. Calling that number I got yet another recording – a Sprint mailbox that went directly to voicemail. Sorry, folks, this is totally unacceptable.
CAESARS WINDSOR
Workin’ At The Car Wash, Girl
“I got this offer and thought it was a joke. This is what Caesars Windsor has resorted to in lieu of their constant weekly $15 gift give-away. They are now offering an $8 to $10 car wash/tire detail and vacuum to their Seven Stars cardholders. In other words, they finally ran out of cheap merchandise to give away. For U.S. residents, in order to take advantage of this you would have to pay the $9.50 Canadian/U.S. toll to come across the border, not to mention the drive time, crossing time and border guards.”
GENERAL
Game Peace
While all the craziness is now over with the Wheel Of Fortune Millionaire Maker Sweepstakes, if you were one of the 20 $50,000 winners, you still have until June 7 to claim your prize. If you missed any of the shows, winning phrases may be found at http://www.wheeloffortune.com/minisites/millionairemaker/. I guess I really didn’t pay much attention until the first “Wheel Of Fortune” television show when I saw that only two $50,000 prizes would be given out each night. How much better it would have been to give 10 $1,000 prizes each night, and forget about the trip to Las Vegas and the extra $1 million – or better yet, add the million dollars to the prize pool and give even more during each broadcast. With so few chances to win, it’s not much incentive to collect game pieces. I’ll read the rules and regulations more carefully next time.
Seems Like It Was Just Summer 2012
What happened to the fall and winter issues of Total Rewards magazine? If you access the publication online (http://www.totalrewards.com/emagazine/), there’s a gap between the Summer 2012 edition and the Spring 2013 issue.
Total Rewards Phone App
I and many others are waiting for the powers-that-be to update the Total Rewards mobile phone app so we can enter our username to access our records – just like we do on the Web site. Both of these should be seamless and identical. I have a horrible memory for numbers and couldn’t tell you my account number for $1 million, but I do know my username.
Research Tanked
I know I’m not the only one who received this email from Total Rewards: Please Take Our Quick Survey About Special Casino Events You’ve Participated In. Problem was, I couldn’t access it because I needed a password – which I never received. More curious about the contents of the survey than actually wanting to complete it, I emailed a contact at Total Rewards and got this response: “The person needs to allow for pop-ups in order for the ID to populate” (which I had). An alternative was to put my TR account number in the space where it asked for my password. (If my TR number was the same as my password, why not just ask me to type in my account number in the first place?)
Anyway, once I started responding, I came to a series of questions about the Great Gift Wrap Up. However, it was a little difficult to answer because the dates and locations for the 2012 event were incorrect:
The 2012 events were held November 8-12 at Flamingo and November 29-December 3 at Caesars Palace. How many people must have approved this, yet no one bothered to double-check the dates and locations? Once I pointed this out, my reply was: “We will be re-deploying the survey to those that took the survey.” I keep wondering how many people responded to the original survey, not bothering to check the dates. How accurate can a survey like this be?
Follow-Up: The survey was revised, but once I got to the Great Gift Wrap Up questions again, my only option was to give my opinions on the event held at Caesars Palace. Problem was. . .I went to the one at Flamingo, so once again, I was stonewalled and could go no further. I wrote back to the person I was corresponding with at Total Rewards, but, to date, I’ve yet to receive a re-revised survey.
Moving Violations
From a reader: “I couldn’t agree more about having to work extra hard to earn points for the Millionaire game, bonus tiers, etc. If they’re going to give you something, then just give it. I go to Harrah’s Philadelphia and you have to run all over the place. I feel bad for the elderly and physically challenged individuals. Especially if your name is called for a drawing and you have like seven minutes to get through the crowds. At other casinos, once your card is in it’s activated for a drawing. I missed out on a lot of entries for the Millionaire promotion because I didn’t get there until after 8 p.m.”
Circle Of Life
In early May I got the invitation to participate in the Caesars Circle I wrote about last month. To see what it was looking for, I took the survey, but never submitted it. Among the questions asked were about my bar/club-going habits, how I feel about casinos/gaming, my sexual orientation, my annual income, my race and gender, my age, my feelings on paying to upgrade to a higher tier level, whether I belong to any hotel, airline or dining loyalty programs, would I like to convert my Total Rewards credits into airline miles, and have I ever posted to a blog or written a restaurant, hotel or product review. Those of you who signed up, if you’re willing, please share your experiences – oh, I forgot, you can’t because of the rules and regulations you agreed to.
Host Chat
Last month I gained a much greater appreciation for the life of a casino host – er, excuse me, player development executive. While visiting my host in his office at a competing Atlantic City casino, in less than 10 minutes his phones (office and cell) rang no less than 10 times. He apologized and took a couple of the calls, but most went to voicemail. (And, who knows how many emails and texts he may have received in that same time frame?) After watching him in action, it’s amazing more doesn’t fall through the cracks. It’s an incredible balancing act, so I hope you’ll keep that in mind next time you contact your host with some special request.
Tier Ducked
Total Rewards is missing a real educational and promotional opportunity by not recognizing players as they pass through the various tier levels. So many people are confused by the benefits at each level – check out this video as a prime example that a simple email or letter needs to come from Joshua Kanter, Gary Loveman or someone of that status not only recognizing each achievement (Platinum, Diamond, etc.), explaining the benefits and how to collect them, and then encouraging players to advance to the next level. [“You only need only ‘X-number’ of additional tier credits to attain ‘X-status’ where you then will receive. . . .”]
Maybe if Total Rewards would focus more on its base program instead of trying to partner with floral delivery services, energy providers and other non-gaming activities, it could provide some real service to its loyal players rather than inundating and confusing them with so many offers and opportunities that have nothing to do with Caesars Entertainment’s primary reason for being.
Value-Subtracted Benefits
Is it just me, but, in terms of dollar value, doesn’t the Level I Experience seem to be worth more than some of the later ones?
Churning Earnings
The more I thought about Caesars new policy of not awarding cashback and tier credits on free play – still to be implemented in Atlantic City and other locations, the more I realized that, indeed, a certain group of people are going to be more affected than others. Frequently, I hear from individuals who wait for multiplier days, then cash in their Reward Credits for free play rather than using them for food, spa treatments, etc. (The new conversion benefit – especially for Seven Stars – makes this even more appealing.) They then use this free play to earn more comps and tier credits, achieving status levels with a smaller outlay of cash than others. Pretty tricky. . .and pretty smart!
Seven Brides For One Brother
Someone on one of the many Internet message boards out there posed the question, “Why is it called Seven Stars?” According to Wikipedia – and we all know how much we can trust that information, “[William] Harrah had seven wives in his lifetime. The highest Total Rewards card tier ‘Seven Stars’ was named after his seven wives.” My guess is that it goes back to the Harrah’s logo with its seven stars, but, perhaps, it’s those stars that represent Harrah’s wives. In any event, last month I contacted Total Rewards for an explanation, but, so far, no one has bothered to respond.
Question Of The Month
You’ve referred to it, and I’ve heard others: What’s RFB? Good question. Originally, I was going to define it, but figured everyone knew. Lesson learned. Don’t assume. RFB is room, food and beverage. Others sometimes are coded LFB – “limited food and beverage”. As a convenience to players of a certain level staying in the hotel, Total Rewards casinos will just automatically deduct directly from your Reward Credits any eligible room charges. With LFB, that limitation refers just to “casual restaurants” (like Café Roma at Caesars in Atlantic City), as opposed to the “fine dining” or “gourmet” restaurants (like The Reserve at Bally’s Atlantic City). A lot of people think this means that the casino will comp these charges, but, actually, they’re just taking comp dollars you’ve already earned and applying them to your bill. It’s no different than if you give your player’s card directly to your server (or a cashier). They first use what you’ve already earned, then when that’s gone, it’s up to a host to decide if they will further comp your charges. Also, where applicable, the RFB designation means you may not be charged taxes and other fees, or the taxes and fees will be picked up with your Reward Credits. (Note, comp dollars cannot be used for gratuities or, where applicable, taxes – which in most jurisdictions are waived when you use comp dollars.) Check your monthly eStatements to see what’s been taken out of your account. I also make a note of my Total Rewards balance when I begin a trip, retain all my receipts, then check my new balance at the conclusion of a trip – just to see how much I’ve earned (both tier credits and comp dollars).
Survey Says. . .
I was lucky enough to attend two Seven Stars Renewal events last month, so I asked you to tell us about your experiences. Apparently, the only events took place in Atlantic City, Philadelphia and Laughlin, because I heard from no one outside those areas.
“The party [at Harrah’s] was awful! I was able to bring two guests because of all the empty seats. Food – ugh! Band – ugh! Prizes – ugh! I was sorry I wasted a weekend this way.”
“We thought the dinner [at Bally’s] was very good, but we also had many no shows. Our table had only two other people. The table next to us had two people total. We had Robin Leach, not Mario Lopez.”
“I attended the Seven Stars Renewal at Showboat. It was OK, but nothing that special, though I think they made an effort. The band was fine and the food was OK for me too. They had filet mignon and shrimp for an entree. All steaks were cooked the same – it was actually the way I like it. Baked Alaska was good. Robin Leach gave out 10 $1,000 cash prizes. Soon after the drawing pretty much people started to leave, as did I. I was, however, surprised at how some people dress, while I did wear jeans and a nice shirt, I was surprised that I saw only one man wearing a jacket, other than the Caesars staff. I guess I should get used to everyone dressing down. One would think that people who can spend at least $1 million could up their attire for a couple hours.”
“The Showboat Seven Stars dinner was actually one of their best events. The food was very good. Robin Leach was the surprise guest.”
“I attended both [Harrah’s Resort in Atlantic City and Harrah’s Philadelphia].and the Philadelphia event was much better. Also, those Diamond coupon books are much better than what we got.”
“Harrah’s Laughlin gave you a choice of two bags by Cutter and Buck. My wife loved hers. At dinner, the appetizer was some type of salmon that I found a little spicy. Next was spinach salad with hot bacon dressing. The main course was a nice sized filet with a very large lobster tail – this was great. The dessert was bananas foster (very, very good). For me everything was great with the exception of the salmon. My wife loved the whole dinner. It was a very nice weekend!”
This Month’s Survey
If someone asked you to recommend the best place to take their annual Seven Stars retreat, what would you recommend? Why? Send me an e-mail (sevenstarsinsider@gmail.com) and I’ll share your thoughts – anonymously, of course.
Darryl D. McEwen, Publisher
Seven Stars Insider
Neither Seven Stars Insider nor http://www.sevenstarsinsider.com is affiliated in any way with Caesars Entertainment or Total Rewards®
Photo: Zimbio
