I too had a "complaint" at the MGM during a poker session on my recent road trip.
Having arrived and wanting to play poker, I asked for the highest "Limit" holdem game they had. I was offered a seat in the "only" game, $2-$4 and accepted, and asking that they start "interest lists" for 3-6, 4-8, and anything else up to $15-$30.00 or so. The brush (boothling at poker sign up) told me she would do that, took the buck tip, and I was shown to my table. (I always tip the "brush" at poker rooms. Sometimes your name gets called pretty quick because they remember you, even when there are long wait lists.)
After several hours of play, conversation revealed that 3 "drunks" in "my" game had also requested a higher limit game. Three others at the table than said they would also like to play larger than $2-$4.
I suggested we make this a "kill" game, being if you win 2 pots in a row, the stakes double and a blind of $8.00 is posted by the winner of the two pots. EVERYONE at the table agreed.
The dealer called the floor. The floor said he could not make that decision and called the shift manager. She came over, and said, "NO".
I tried speaking to her, asking why to which she rather curtly responded "We don't spread kill games here."
I asked if we could raise the limits and she said "NO" and walked away.
WTF, I was PO'd now, as were the 3 drunks. They said they were leaving and asked for racks. I also asked for racks, racked my chips, and told the drunks I'd head over to Bellagio if they wanted to join me, since we were having fun. (I really did not want to lose them as "customers") They racked their chips and while we cashed out, they decided to remain and play some blackjack. DAMN. I pleaded, cajoled, tried to entice "Come on, I'll spring for the taxi" said I. I had a very good win because of them.)
Anyways, the next day, I telephone the Director of Poker at MGM. We chatted. I mentioned I was a first time visitor to his room, had worked for years in the poker industry, how nice the room was, and how impressed I was at how competent, professional, and well trained the dealers I encountered were.
I than mentioned I was not calling to have an employee reprimanded, fired, or in any way disciplined, and if that were a possibility than we should end this call now.
I was calling to inform senior management what happened and how poorly the 'situation' was handled, and to inform him so that in the future, consumer relations would not suffer, and players would stay longer equaling more house revenue. "After all, as Poker Director, you may not see these small incidents occur, and must rely of competent input from players knowledgeable players."
I know I would have stayed as long as those 3 drunks with deep pockets still had chips in front of them.
I than explained what happened. (I also had found out before speaking to him that each poker room can only spread certain games "approved" by gaming, and they do not all have the same menu of choices. Some places may "forget" to submit variations such as "Kill" games and are not allowed by law to spread them.)
I indicated in my conversation with him that I now had knowledge that they may not be legally allowed to have spread out request, but that the attitude and curtness of the shift boss, and her failure to offer or allow us to raise the limits, or explain why, seemed pretty rude at the time, and they lost 4 players.
He said he'd check into it.
He telephoned me 2 days later to apologize. He also asked if I "encouraged" the players to leave and go to Bellagio. I told him that I simply stated I was heading to the Bellagio for bigger stakes if they wanted to join me. ("They" being the drunks racking their chips at the same time I was. They actually announced their decision to quit first, since I was not going anywhere while they were still in the game.)
He indicated that the shift boss said I was soliciting the players to another room. I told him that I would not have racked my chips until the drunks quit or went bust. I was there to win. (He chuckled knowledgeably and understood what I was saying.)
We than discussed why the interest list I'd requested had not been generated. The drunks would have joined, and certainly we would have had others also. He had no answers to that.
So bottom line, I received profuse apologies. And an "invitation" to please come meet/see him next time I came in to play. I told him I was flying out tonight and did not intend to play again, but next trip I would.
I'm pretty certain I would receive a meal comp or something if I bother to introduce myself on a future visit.
I was also rather impressed that he took the time to call me back after our initial conversation, something I said was not neccesary for him to do when he asked for my number.
He than told me it was a shame that I was going to miss the public flogging of that errant shift boss. I understand they strip her to the waist, tie her to the stone wall near the lion habitat, and than publically flog her with anywhere from 10 to 30 lashes with a cat -o-nine tails made from real lion tails. I would have been allowed to participate too. sheesh. After all, she is a "customer service" employee and does deserve it due to her temperment and conversation with me.
OK, the last paragraph is not true. But I did receive the call back, and the strong impression that he would have "done something" for me if I wanted to take the time to revisit. I was impressed that he really seemed to care.
Road Trip
