Driving Away Customers Does Not Pay Bills
Auditors for MGM/Mirage raised "substantial doubt" about MGM Mirage's ability to continue, the largest casino owner on the Las Vegas Strip said today in a regulatory filing. The company also reported a $1.15 billion fourth-quarter loss after writing down properties because of shrinking gambling revenue.
Station Casinos Inc. revealed in court papers this week that it expects to file for bankruptcy protection on or before April 15, the date a debt forbearance agreement expires and five days after the deadline for bondholders to vote on Station's current debt-exchange offer. In another story Harrah's told regulators that the y may have to sell assets or restructure to generate enough cash to pay their debts.
As I was reading these new stories, I received a phone call from a friend who told me another story about the declining customer service at the casinos. His 87 year old uncle had just returned from Las Vegas where he went to celebrate his birthday. He was playing craps at one of the casinos on the strip and was told that he would not be allowed to throw the dice because the pit boss said he was taking too long to make his throw. He did not feel he was taking too long but instead of arguing, this gentleman took his chips and left the table. He also went to his room, packed his bags and checked out.
The man is quite well to do and he had been a long time patron of the casino. Now because of the action of action one of the pit boss he vowed never to play in any casino owned by this corporation in the future. With so many casinos on the verge of financial collapse, it seems they would be doing everything to attract customers, not drive them away. If the casinos want to solve their problems a good way to start would be to make sure they keep their customers instead of driving them away. What does it matter if an 87 year old man takes a few extra seconds to throw the dice?
Comments
Bill,
Doesn’t surprise me a bit. I have seen where they have lost the hospitality feature with patrons. I had the same experience with my sister in law. She came out to gamble and have some fun with us.She lost $4,000.00 on playing slots ! Yep thats correct. Mostly on Quarter Keno Machines (her favorite). the best payback she hit was 200.00.And that was from a local place(won’t mention).She hardly saw a waitress, and she always tips.She was amazed at the prices of food.And even made alittle complaint,which she never hardly does.
And she got the look like “oh well”. She vowed never to come back,because she plays back in michigan, at a indian casino, and she get treated so much better,and she even wins once in a while.Whats that say about Vegas? They are losing folks.Even the locals have argued about how greedy these casinos have become.And if ya lose the hospitality…you lose your industry.With the economy in the shape its in,along with the debt these casino’s got themselves into by building bigger and better. I see no end in site, and in my opinion,its all about greed. That seems to be the trend of America,and the travelers are catching on at a rapid pace. Thanks for letting me voice my opinion. Keep up the good work
Being that I work at a Native American casino near Dave’s aunt, I had to chuckle a bit at his comment. You see, we often hear comments from guests about how the service is better, food is cheaper, and machines are looser in Las Vegas. Seems like the grass is always greener over the fence, eh?
And Bill, although I do empathize with your friend’s uncle, you would be amazed at the vicious verbal attacks our table games people suffer when they allow a slower player to affect the pace of a game. Sometimes it’s a difficult balancing act between satisfying one player or a crowd. I’m not saying this pit boss made the right call, but I will say that the PB has many factors to consider when making this type of decision.
Shoot, if they would just have BETTER rules, such as getting rid of 6-5 BJ payback, increase behind the lines odds on craps, etc., they would have customers come back. It takes very hard work to make any money gambling. It should be fun and casinos should give the ILLUSION that you have a chance to win. There are truly only a HANDFUL of successful cardcounters. Every other game except video poker is based upon independent odds in the long run. Increase comps; don’t be such pikers. Shoot, it would help in the long run. One thing Harrahs at least does now is add purchases you make to their frequent rewards card so you earn points BUYING things; not just playing. Still it’s hard for table game play to equate on the rewards card in any way effective to slot play. Pit bosses used to be much more lenient on their play comps on table games. Customer service IS the name of the GAME. Sorry to hear MGM Mirage filing for Chap 11!
Bill,
I totally hear you on THIS subject.I’ve had problems even worse than yours with Harrahs!
If you read my story you would never gamble again!I have shared it recently with Bill Burton and other players.I would post it however, it’s too long of a blog.You and anyone interested are welcome to e-mail me at
imppala67@yahoo.com.I will send the entire copy of the registered letter I sent to the Vice President of Harrahs (Scott Barber)Thank you for reading my post.
boo-hoo ,vegas is crying.for past few years they
started to forget their core business,the low to
mid sized gambler and started sucking up to the yuppies and young. just the people who lost in this economy. so i will take my money to the local casinos with the rest of us older people and have fun
Ever been at a crap table where the shooter is “super hot”? Once at Harrah’s in North Kansas City I watched a man hold the dice for an hour and fifteen minutes. The pit bosses couldn’t slow the game down enough. They started rotating the dealers and stickmen almost after every point just trying to “ice” the shooter. Before long there were hardly any red or white chips on the table, they were all green and black. It was a beautiful thing.
I am retired and my wife and I used to go to Vegas twice a year, at least. Since they built the palaces that don’t pay anything and blew up all the places we liked, we gamble here in Michigan and the Midwest. Vegas can have all the California yuppies and the party dolls. Screw Vegas
I’ve been to that casino in Michigan too it used to be true that it was better in Vegas, but especially on the Strip they don’t care if you come back and that’s been the attitude for years. I go to the casinos wherever I travel and most seem to be getting worse in the service department. Some you can really tell that they have no competition but others don’t seem to care they figure you will come and give them money because you always have.
Bill:
I would like to add a little complaint of my own:
The last time I was in Vegas, about 18 months ago, the very best Video Poker odds I could find anywhere on the Strip was 7-5 Jacks or Better and 6-5 Bonus Poker! As Video Poker people know, these are horrible payouts and there was nothing I could do because most of the Strip is owned by just two corporations. I found an exception at a North Strip property and a property just west of the Strip. Needless to say I didn’t do much playing on the Strip; I just walked and saw the sights but played where the odds were much better. If the Strip casinos had better payouts they would still make money but the player would get a better experience.
One other odd thing about that: I live in Omaha and have three large casinos just over the river and all three, including the two owned by one of those greedy corporations I referred to, have much better Video Poker payouts. So I can just drive 25 minutes from my house, not pay plane fare, not worry about getting to and from the airport, not worry about long lines or the exorbitant taxes on rental cars and hotels and get better action than in Vegas. Sure, it’s not Vegas, but there is a tipping point somewhere that the Vegas casinos should pay attention to. Somewhere along the line it is easier to go to a local or Indian casino for a day than it is to go to Vegas and the Vegas casinos should be thinking about how to make the Vegas experience more fun and the gambling budgets last longer. We all know that in the long run we will lose but we are happy to get some action and the possibility of winning in the short term!