Rude host...how would you elevate your complaint?

[happygal]

I always have offers from various coast casino properties. I really wanted to try the Suncoast and the host I spoke too was very helpful. She booked my 2 nights at casino rate, (which was about $50.00 less than the online rate through their b connected program.) She told me she would not be in the day I was leaving, but advised me to check with the host on duty to see what was available to be comped before I checked out.
The morning of my checkout I left a message, saying that I was gong to have breakfast, play slots or perhaps bingo for an hour or so and would he please check my bill. Imagine my surprise when I got back to my room, he removed $15.00 worth of room charges and never left a message. When I called to verify, his exact words were
"Sweetheart let me explain something to you". I was so taken back by his archaic comment, not to mention it was dripping in sarcasm, it rendered me speechless.
I want to file a complaint with Boyd Gaming..any suggestions who to go to? I did get their address from their corporate web page, but I am kind of clueless as to who would be the person to get the best results.

[goldengreeke]

Wow. Maybe tell your regular host how he acted and then she could tell you who his boss is?

[Deb]

Hey! Nice to see you post on here again. Sorry for your incident there! First I wanted to ask if you yourself evaluated your play to see how many points you had accrued. Second, what was it that he wanted to explain to you? LOL now I want to know! Did he tell you that he can't be bothered or that your points weren't enough? Either way, you should never get that attitude. I think I would send something to the Director of Player Development. Good luck and let us know if you get anywhere!

[PopsOLA]

His choice of words were definitly poor. Even if you didn't play enough points to earn higher comps, I don't see why he would feel he knew you well enough to respond that way.

[Paw Paw]

He sounds like a real wiener.

[inaminute]

lol at Director of Player Development, Deb! What a euphemism! At any rate, I hope you can get a satisfactory resolution between expected and got. Many of us here have had customer care positions and know it's a game that can be fun, but your final host lost the game (never even played).

As far as elevating your complaint, just a thought, but I would start with the person on duty with the most authority at the time of the incident.

[jackpotjoanie]

gosh, i wish we could put those "sweetheart" days behind us forever. he sounds like so many managers and administrators i remember from the 60's and 70's. i feel like barfing ... i can just hear his tone. this is one reason i will never, ever own a gun as i know i would pull it out and use it, then jackpotjoanie would be jailbirdjoanie.

hope your complaint reaches the right ears, let us know how it turns out!

[NhMajik]

gosh, i wish we could put those "sweetheart" days behind us forever. he sounds like so many managers and administrators i remember from the 60's and 70's. i feel like barfing ... i can just hear his tone. this is one reason i will never, ever own a gun as i know i would pull it out and use it, then jackpotjoanie would be jailbirdjoanie.

hope your complaint reaches the right ears, let us know how it turns out!

LOL at Joanie....same here.

[MizSlotQueen]

The language the host used, if accurate as you report it, might be of interest to Marianne Johnson; she has been an Executive Vice President of Boyd Gaming Corp. since January 2008 and serves as its Chief Diversity Officer. That latter title indicates she pays attention to staff using the sort of phrasing the host used. Her bio says she is also involved with customer service, and I have a feeling she knows who would be the person your complaint needs to reach.

A reasonable letter written when you are feeling calm (!) to her explaining your complaint might elicit a good response. Good luck. I'm not sure of her exact address, you might want to call the HQ and narrow down her address (or get email):

Boyd Gaming Corporation
3883 Howard Hughes Parkway
Las Vegas, Nevada 89169
United States

Phone: 702-792-7200
Fax: 702-792-7313

The suggestion you contact the host that first offered assistance is also good. Going to the top is sometimes overkill, but IMO it often gets a bigger, better response than appealing lower down in the organization.

Let us know what happens. Sweetie. LOL

[amberde]

Ridiculous! Let us know the outcome.

Amber

[vegasbabe]

problem is he said/she said...Your word against his.He can say,she's just pissed because she wanted all these freebies and I told her no...

[PopsOLA]

problem is he said/she said...Your word against his.He can say,she's just pissed because she wanted all these freebies and I told her no...

Agreed. Unless the calls are recorded. I know in my business of customer service we have way way way more "just pissed" people then actual valid complaints. So many people attempt to abuse the system that the real valid complaints get less review. I would recommend the OP go to someone that has heard very little complaints and give them a chance to flex their corporate muscles. I have had pleanty of times where my boss' boss' boss somehow gets a customer on their phone and all of a sudden we have to drop everything and give the customer the world, even if they don't deserve it. Fact is they don't want to have to deal with these things and don't want to say "NO" to someone and hear a tounge lashing. Not to mention they also want to show what power they really have. Pfft.

Anyways less ranting from me... I guess if anything just go to the highest person you can talk to and if you get the "Let me have one of our reps contact you" then tell the person you want his\her name and direct contact number to report what the outcome was. That way they know if the issue isn't resolved they will still get you back.

[Lew]

Just my opinion, but in cases as these, I believe in seeing the host in person and not via messages. Look them in the eye and let them explain their results.

[happygal]

Thanks for the info Miz, she sounds like the person I should speak to.

[happygal]

Thanks for such great feedback everyone! I will let you know how I make out!

[spence222]

happygal - Any update on this???

[twinslotaddicts]

happygal - Any update on this???

What's the status?

Angela

[suze1000]

Dear Happygal,

I once tried to buy a new car. I asked to see the trunk. I wanted to make sure it was big enough for luggage. His response was, "Honey, come on back with your husband and I will be happy to show you the trunk." I make as much money as my husband, and the car was for me. This remark pretty much made me angry. I called and spoke to the owner and told him I would like to come back to see the car, but wanted to know when that salesman would not be there. He listened to my story, and when I went back I was told the salesman no longer worked there. I felt kind of bad that he was fired, but they assured me that my complaint was not the first. I hope that you pursue this treatment. It is the only way to stop idiots who mistreat people. I think you will be listened to.

[BonusSpin7]

When I called to verify, his exact words were, "Sweetheart let me explain something to you".

Without know what he said after that, how are we to know whether his using the word "Sweetheart" is a problem.

Here in Texas we use "Darlin'" without thinking sometimes.

Maybe "Sweetheart" is just an expression he uses for all he cares to please in his business.

http://images.cheezburger.com/completestore/2010/8/24/f26046d1-b50f-48b3-b0f9-e8ec573a2e97.jpg

[happygal]

Well after almost 2 weeks I have had no response from Suncoast.
I decided to email Marianne Johnson; she has been an Executive Vice President of Boyd Gaming Corp. since January 2008 and serves as its Chief Diversity Officer. But on the up side if I ever wanted to stay there again my midweek offers are down to $39.99 a night. Originally I though I might email the Director of Player development and the original host I spoke to but decided not to. Here is the letter I sent:

For my first stay @ Suncoast, Donna was very helpful in giving me a rate for June 4th & 5th. As instructed by Donna, on the morning of the 6th I left a message with Chet, asking him to check my play to see if I was eligble to have some of the room expense comped.
When I returned to my room after a bit of play and bingo I checked my bill, and was a bit surprised but nonetheless grateful that Chet had removed my room charges of $37.00. Although I had only a bit more than 36 hours of play I wanted to understand how Suncoast comp system works and called Chet.
After verifying that he did remove the $37.00, I thanked him and asked for some basic information. His exact reply left me speechless. "Well sweetheart let me explain something to you...I have people that spend over $20,000 on bingo and I can't do a damn thing for them"
My biggest issue is that his statement to me was dripping in sarcasm and seemed very sexist.
I would like to believe that Boyd gaming would not tolerate this behavior in the workplace, or with customers!
Well at least I tried to do something about what I felt was unprofessional behavior. Thank for the input everyone.

[BonusSpin7]

Well after almost 2 weeks I have had no response from Suncoast.
I decided to email Marianne Johnson; she has been an Executive Vice President of Boyd Gaming Corp. since January 2008 and serves as its Chief Diversity Officer. But on the up side if I ever wanted to stay there again my midweek offers are down to $39.99 a night. Originally I though I might email the Director of Player development and the original host I spoke to but decided not to. Here is the letter I sent:

For my first stay @ Suncoast, Donna was very helpful in giving me a rate for June 4th & 5th. As instructed by Donna, on the morning of the 6th I left a message with Chet, asking him to check my play to see if I was eligble to have some of the room expense comped.
When I returned to my room after a bit of play and bingo I checked my bill, and was a bit surprised but nonetheless grateful that Chet had removed my room charges of $37.00. Although I had only a bit more than 36 hours of play I wanted to understand how Suncoast comp system works and called Chet.
After verifying that he did remove the $37.00, I thanked him and asked for some basic information. His exact reply left me speechless. "Well sweetheart let me explain something to you...I have people that spend over $20,000 on bingo and I can't do a damn thing for them"
My biggest issue is that his statement to me was dripping in sarcasm and seemed very sexist.
I would like to believe that Boyd gaming would not tolerate this behavior in the workplace, or with customers!
Well at least I tried to do something about what I felt was unprofessional behavior. Thank for the input everyone.


http://www.youtube.com/watch?v=K8fykuW4IHk

[sue1anne]

People like Chet just piss me off. I was a woman in a man's computer world for a long time. Sexist customers used to come in and walk right past me to my husband (who didn't even work in my store). He used to just smile and say he didn't work there and "she's the boss, you'll have to ask her." They would play a stupid game of 20 questions to see if I knew my stuff before even discussing the original question. I tolerated it well and even gained some good repeat customers. There was one guy in particular who thought he could bully me though. One day after he returned the same item five times wanting another one or a refund, after I specifically said he couldn't get a refund if he installed it himself, I finally looked at him and said, "I've had enough. There's the door. I have the right to refuse business to you and I'm going to use that right today." He was floored! His jaw hit the floor and he started backpedaling really quickly. He apologized, said he didn't mean to be such a pain in my ass, and that maybe he could use this part after all. I told him as long as we understood each other, I would continue to do business with him. He backed off and became one of my best customers... asking about my return policy when he really needed something replaced, which I always backed up for him.

Sorry for the long story. It's just that after working with several really sexist men, I refuse to be verbally abused. I stand up for myself now more than I used to.

[MizSlotQueen]

Well after almost 2 weeks I have had no response from Suncoast.
I decided to email Marianne Johnson; she has been an Executive Vice President of Boyd Gaming Corp. since January 2008 and serves as its Chief Diversity Officer. But on the up side if I ever wanted to stay there again my midweek offers are down to $39.99 a night. Originally I though I might email the Director of Player development and the original host I spoke to but decided not to. Here is the letter I sent:

For my first stay @ Suncoast, Donna was very helpful in giving me a rate for June 4th & 5th. As instructed by Donna, on the morning of the 6th I left a message with Chet, asking him to check my play to see if I was eligble to have some of the room expense comped.
When I returned to my room after a bit of play and bingo I checked my bill, and was a bit surprised but nonetheless grateful that Chet had removed my room charges of $37.00. Although I had only a bit more than 36 hours of play I wanted to understand how Suncoast comp system works and called Chet.
After verifying that he did remove the $37.00, I thanked him and asked for some basic information. His exact reply left me speechless. "Well sweetheart let me explain something to you...I have people that spend over $20,000 on bingo and I can't do a damn thing for them"
My biggest issue is that his statement to me was dripping in sarcasm and seemed very sexist.
I would like to believe that Boyd gaming would not tolerate this behavior in the workplace, or with customers!
Well at least I tried to do something about what I felt was unprofessional behavior. Thank for the input everyone.

That is an excellent letter. I am certain you will get a reply. You were asking Chet a sincere question about how play is compensated, and you deserved a sincere answer. Armed with knowledge a customer might adjust play and spend more, so he is doing his casino no favors by being condescending. I've met billionaires who in a million years you would never know they had money. Like it says in the Bible -- "Be not forgetful to entertain strangers: for thereby some have entertained angels unawares." You just never know who you are speaking to, and that host broke a very basic rule of customer service.

Let us know how this plays out.

[The Shamus]

I always have offers from various coast casino properties. I really wanted to try the Suncoast and the host I spoke too was very helpful. She booked my 2 nights at casino rate, (which was about $50.00 less than the online rate through their b connected program.) She told me she would not be in the day I was leaving, but advised me to check with the host on duty to see what was available to be comped before I checked out.
The morning of my checkout I left a message, saying that I was gong to have breakfast, play slots or perhaps bingo for an hour or so and would he please check my bill. Imagine my surprise when I got back to my room, he removed $15.00 worth of room charges and never left a message. When I called to verify, his exact words were
"Sweetheart let me explain something to you". I was so taken back by his archaic comment, not to mention it was dripping in sarcasm, it rendered me speechless.
I want to file a complaint with Boyd Gaming..any suggestions who to go to? I did get their address from their corporate web page, but I am kind of clueless as to who would be the person to get the best results.

Hi happygal:

Those casino host jobs are PURE customer service. I say fire that person and fire the person who hired them!! A host with that kind of "bedside manner" should find a another job. We all have our bad days ... but that is inexcusable. Sorry ... but that is not the first time they have talked to someone like that. How do they even get the job in the first place ...?

/\/\/\/\ the Shamus /\/\/\/\

[slotspert]

Hi happygal:

Those casino host jobs are PURE customer service. I say fire that person and fire the person who hired them!! A host with that kind of "bedside manner" should find a another job. We all have our bad days ... but that is inexcusable. Sorry ... but that is not the first time they have talked to someone like that. How do they even get the job in the first place ...?

/\/\/\/\ the Shamus /\/\/\/\

Agreed... and the worse experiance beyond that already expressed is when you are promised something (e.g. comping a promised room) and then have to chase the host upon check out to actually reverse the charges and its always their DAY OFF at the time you need to get a hold of them!

[Duekter]

Agreed... and the worse experiance beyond that already expressed is when you are promised something (e.g. comping a promised room) and then have to chase the host upon check out to actually reverse the charges and its always their DAY OFF at the time you need to get a hold of them!

My host(s) are some of the most refined people you will meet. Except they are some times slow! But I do get calls and treated well.

I am waiting now for some confirmation :(/

[VideoReel]

Wow... the host can't do anything for someone that played $20,000.00 in bingo???? Umm something tells me that the issue goes beyond poor customer service.

[amberde]

Wow... the host can't do anything for someone that played $20,000.00 in bingo???? Umm something tells me that the issue goes beyond poor customer service.

I would have to agree with you, definately something fishy!

Amber

[jackpotjoanie]

My host(s) are some of the most refined people you will meet. Except they are some times slow! But I do get calls and treated well. (/

that is excellent! what casino do you usually play in if i may ask (i'm always curious!)?