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  1. #21
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    Quote Originally Posted by Warren View Post
    Well, it's possible they know, but I'd say likely that they don't. In my experience people at or near the top usually do understand the importance of guest service. They may have had some complaints but need a little more to take action.

    So, I'd say, if this is a casino that you'd like to go back to, then send them an email about your experience. If not, then vote with your feet/wallet and head somewhere else
    Good advice. Maybe I'll take my feet/wallet to Coushatta next time!

  2. #22
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    To be honest, Horseshoe Baltimore has been undergoing so much change there in staffing, it is somewhat annoying (total funny note, a lot of the Horseshoe staff from 2-3 years ago seem to be at Maryland Live now). That said, I've actually had solid experiences with staff and attendants there, unlike at Live and MGM National Harbor, so sorry to hear it didn't go well for you. I actually think of all the casinos in the Mid-Atlantic, it's the one where the staff and attendants are, for the most part, attentive to customer service through focusing on the customers and actually responding to them, and no, i'm no shill for Caesars. Heck, I'd go as far to say that the staff and attendants are better than the hosts, if a comparison can be made. I have had some really awful experiences at MD Live (was told by manager there that "you people" are what's wrong with America after I complained about a lady harassing my folks), MGM National Harbor (had a slot floor supervisor use a racist term at me), and even Charles Town (I was a bit aggravated, admittedly, one night, and I stood by and watched a security guard for his entire shift at the west entrance card every single person of a certain race, and let everyone else go).

    If you have a host there and care to go back, I'd just get in touch with them and explain the situation. Not sure what time you were ther,e but their night security guy, Jason Setterhorn (sp?), is a good guy and someone that can be talked to. The daytime staff heads, names are slipping me, have always been good to me (older gentleman with glasses and a lady whose name is slipping me).
    Last edited by wisherman; 03-14-2019 at 01:32 AM.

  3. #23
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    There would have been no way I would have given the guy my drivers license. That is just mind boggling to me. I would send a letter and complain.

  4. #24
    Senior Member Rich99's Avatar
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    Quote Originally Posted by kmc7 View Post
    There would have been no way I would have given the guy my drivers license. That is just mind boggling to me. I would send a letter and complain.
    Agreed! If they're telling you to leave then why bother giving them anything?!
    Here with You! since 9/29/09

  5. #25
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    Quote Originally Posted by kmc7 View Post
    There would have been no way I would have given the guy my drivers license. That is just mind boggling to me. I would send a letter and complain.
    True, in retrospect I shouldn't have but I was sort of under duress by him antagonizing me like that with a security person right next to him. Ugh.

  6. #26
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    Quote Originally Posted by wisherman View Post
    To be honest, Horseshoe Baltimore has been undergoing so much change there in staffing, it is somewhat annoying (total funny note, a lot of the Horseshoe staff from 2-3 years ago seem to be at Maryland Live now). That said, I've actually had solid experiences with staff and attendants there, unlike at Live and MGM National Harbor, so sorry to hear it didn't go well for you. I actually think of all the casinos in the Mid-Atlantic, it's the one where the staff and attendants are, for the most part, attentive to customer service through focusing on the customers and actually responding to them, and no, i'm no shill for Caesars. Heck, I'd go as far to say that the staff and attendants are better than the hosts, if a comparison can be made. I have had some really awful experiences at MD Live (was told by manager there that "you people" are what's wrong with America after I complained about a lady harassing my folks), MGM National Harbor (had a slot floor supervisor use a racist term at me), and even Charles Town (I was a bit aggravated, admittedly, one night, and I stood by and watched a security guard for his entire shift at the west entrance card every single person of a certain race, and let everyone else go).

    If you have a host there and care to go back, I'd just get in touch with them and explain the situation. Not sure what time you were ther,e but their night security guy, Jason Setterhorn (sp?), is a good guy and someone that can be talked to. The daytime staff heads, names are slipping me, have always been good to me (older gentleman with glasses and a lady whose name is slipping me).
    I tend to completely agree with this host. The main reason I went there was because they had friendlier employees overall, which is what made this even more shocking. You're right, the other Maryland ones have terrible customer service overall. I'm normally pretty easy going if someone is having a bad day but this guy kind of crossed the line. Apparently he didn't follow protocol either based on what my host is telling me (I contacted my host who is really friendly). I'll update you guys, hopefully this gets resolved. Sorry you had that experience at Charles Town btw... I really like that place but that kind of discrimination is totally unacceptable.

  7. #27
    Senior Member Scorcho's Avatar
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    Quote Originally Posted by Warren View Post
    Thanks.

    This story reminded me of some past experiences. I've worked at places where Security knows they are in the guest service business and also at places where Security had the mindset of protecting assets to the detriment of guest service. Back in Colorado I joined a new organization and on my first day I was speaking to a Security Guard. We were talking about having to cut off intoxicated guests from playing. In that jurisdiction (like most) it is not ok to let an intoxicated person gamble regardless of whether they are causing any problems. Your judgement has to be stricter than the judgment of the Gaming Agents or bad things can happen to your Gaming License and/or the property. I was always empathetic and apologetic when I had to cut off an intoxicated player who was simply having a good time, not causing any problems. The last thing I wanted to do was to step in to someone's good time and cut them off, but that was what was required. In my conversation with the Security Guard he said "Oh, I love cutting people off, it's my favorite thing to do". I knew right then that he was one who simply didn't "get it".
    my god if all casinos held to a strict rule about cutting off intoxicated guests from playing, I probably could have paid off my house by now.


  8. #28
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    Sad that people are so aggressive now, including security guards and casino employees. I've watched your videos (living vicariously through your large bets and wishing I had any kind of luck like that on Lock It Link -- which I have now nicknamed F- It Link b/c I win zero on it). And when you speak on the video, you're always very calm and friendly. You can hear people commenting on your playing or bonuses or jackpots all the time, and you are always very patient. I can't imagine what you might have done to have the Horseshoe staff come at you like you had committed an illegal act.

    And yet, I've witnessed guests literally bob and weave out of intoxication and scream and hoot and behave aggressively. I recently saw what appeared to be a completely cockeyed lady, probably in her 70s and perhaps suffering from dementia, literally pounding the buttons with her closed fist and screaming and cursing with each spin. It went on for at least 10 minutes nonstop. Not one staff member came over to tell her to knock it off, much less treat their machines that way. And there were plenty of casino staff around.

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