Sometimes it seems that it is a waste of breath for players to complain to casinos when they change their policy or do something “stupid.” However, once in awhile I see an example where a casino really listens to its customers. 

A couple of months ago South Point instituted a huge raise across the board in the coin-in requirements for the various tiers of their bounce-back mailers. They also did this so quickly and without publicity of the change that players weren’t given a chance to meet the higher requirements if they wished to do so. An uproar ensued when the mailers came out – local players don't like negative surprises. To give the casino credit, they did listen and cut down on some of the more severe raises, and you could ask for the new requirements at the slot club. 

Another recent example was the Palms, when they changed their comp system for a free play one and gave just a year to use up old points. A few heavy players who had a large comp bank complained and the casino changed the rule so that old points wouldn’t expire as long as there was play on the card once a year. 

The most surprising example just came last week, from Eastside Cannery, in the form of a letter from the casino’s new General Manager – to me and many other players who had been put on their no-mail list last fall:

Upon my arrival at the Eastside, I was made aware of a situation that adversely impacted your relationship with our property and is inconsistent with our guest service standards. As I understand the situation, you were invited to play on a 10x bonus point promotion in September of 2008. You played and you were then removed from the Eastside database and treated with service that is inconsistent for our organization. For this situation, I would like to start by offering my sincere apology. Therefore, I would like to reactivate your C.A.N. Club membership immediately as a High Flyer member. 

The rest of the letter gave details of many bennies that awaited us since we were now VIPs again. 

WOW!!! A casino is admitting – in writing - that they made a mistake! I am so shocked that I may not be able to blog for several days!

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