MGM Players Club complaint letter

Really enjoyed this thread. The good, the bad and the ugly. "Managers" should not act the way this MGM one did. Hope he was demoted, or fired.

Congrats on getting a response, two weeks isn't bad.

As far as an employee facing termination over a complaint like yours seems doubtful unless that employee has had a poor track record and a series of complaints. Even the best employees with excellent skills get complaints. I think MGM's way of closing the line, by seemingly having the manager stand at the end and turn away customers as they get near closing is part of the problem here. There has to be a better way. That just insures that the situation you encountered is repeated many times every night. In other words, is the line open until 12 or is the window open until 12?

As far as the posting of a personal reply from MGM without permission of the author is sort of a questionable judgement regarding ethics. If it's a form letter, not so questionable as a personal response.

I've been on both sides of this issue, but I can tell you that as an employee in customer service, no customer has ever caused me to get visibly unprofessional in their presence. It would be impossible.

Good luck to you on all your future trips and thanks for the discussion.

I get this a lot, and I'm a reasonably attractive guy.

As a whole, I find the quality of service provided in large Vegas casino hotels to be poor.

Post it. There should be no ethical issue here, regardless if it is a system generated letter or a personal letter. I'm willing to bet that the signor is not the author of the letter. MGM likely has a client communications team that explicitly does this service for MGM employees. Every company of significant size operates this way - because of legal, compliance, marketing, and public relations issues.

This letter was wrote with the intent that it could be shown to the world and limit the scope of damage/liability - because companies know this happens all the time in marketing and public relations scenarios. Anything put on paper (or electornically for that matter) is a potential deathbed for a company in the case of a legal or compliance issue.

Post away, no concerns. I do this every single day for a Fortune-listed company.

I also do not perceive any ethical dilemmas about posting the response from MGM here, however, you'd have to be the judge of that. A guy's gotta do, what a guy's gotta do.

He got a 3 free nights at Circus Circus and two free all you can eat buffet's there.

I would write them another letter if they did not include the adventure dome 2 for 1 coupon.

LOL at this!

For the record...I never said that he wasn't going to get anything, so I wasn't wrong!

Read my 1st post on this thread to verify what I said.

Congratulations on getting something for nothing and adding a PLUS ONE to the unemployment numbers in Las Vegas.

I hope the free buffet, or whatever you got in exchange for this mans job was worth it.


--Rizzo

Your point wasn't lost on the rest of us, cheese man. It's just that making paying customers more angry than they already are is no solution. If the employee in question has a tendency to do this, then everyone, including him, is better off if he finds more suitable work.