Orleans customer service EXCELLENT on LVA coupon (EDITED TITLE)

My wife and I went to the Orleans last thursday (the 4th of July) to use the LVA $10 slot matchplay. First, we sat down and ran our $10 through with B-Connected cards properly inserted. Then we went to the players club so they could set up the freeplay. They wouldn't. They said that their tracking system was down, and there was nothing they could do. We argued with them, telling them that we played our $10 and it was their turn to honor the coupon. We told them we were staying at another Boyd property (Main Street Station) and still nothing. We asked for a Supervisor, and she stoned us as well. There was nothing they could do, they said.

"You could give me $10."

"We can't do that."

"You owe me $10."

"We can't do that."

I said something like "Seriously? For $10, which you clearly owe each of us, you're going to deny us? I plan on using social media, and Anthony Curtis' Advisor website to advertise how you are handling this. Are you sure you want to deny this, over $10?"

"There's nothing we can do."

So, screw the Orleans. I used to like the place, I've had fun there in the past, but with customer disservice like this, they won't be getting my business in the future. I've considered staying there in the past, but not anymore. I also have to think twice about staying at MSS, unfortunately.

EDIT: Orleans has called to apologize and I am a customer once again--see post far below

Well that's bad! Maybe you should put this information at least in the "Coupons" Message Board and/or maybe as well in the "Questions To LVA Staff" Message Board.

RecVPPlayer

You're seriously making a federal case over $10? Do you believe that their system was down? Go crazy.

Yeah, this is one of those things that could go in either place. I chose this one. It's too bad that the Orleans chose to immediately treat us as liars and not paying customers.

Its the world of computers and you just have to accept it. It happens all the time at every casino etc. I don't think in todays way of doing things you could expect anything until the system came back up. Heck the whole place could go over and expect $10-how would they know?

When I travel, if something happens that still doesn't feel right a week or so after I get home, I write a letter to the decision maker. Posting a complaint all over the internet may make you feel better, however, it doesn't give the business the opportunity to resolve the situation.

edited to ad, I'm guessing casinos have specific procedures that employees must follow when computers are down.

The Orleans had their chances to improve the situation. We were there several minutes to ask for a Supervisor, who immediately just told us there was nothing they could do. Coupons were already torn out, at their request. They didn't know when the system would be back up. They refused to try and correct the situation in any way, so we walked out of there. We had other things to do there, but the Orleans treated us as liars first, so they do not deserve further business from us. I'm glad it was only $10--not worth too much of my time.

I think that sense you had other things to do at the Orleans as you said, then maybe you should have asked them to sigh your coupon so you could check back later. I have stayed there many times and when a problem came up as in other places I have stayed I find there is always a way to fix it and most do just that. As far as the $10 I would have wanted it, but it's not worth getting upset about, what was the cost to your piece of mind.
For the record I have found the Orleans and their staff to be first rate in every way, in making my stay and trip overall #1. Please remember "stuff" happens and it's how we handle the small things that sets up how we handle the big things.
Barton Cook aka qwedie.

I understand you're angry because the supervisor on duty did not honor your coupon. Letting the CEO or President of the property know you walked out because of how you were treated might give a different result.

When I do coupon promotions like that, I always stop at the booth first to see if it is still being honored. I then have them go over it with me so I know how it works. That way there are no surprises that the computer is down after I have already played.