Do Casino Executives Read Question of the Day?

Do you know if casino owners/execs read the QoD? Or do they just ignore all the opinions and concerns clients voice on this site? I get the feeling that no one is listening. Am I naive in thinking that these blogs/feedback actually mean something to them (if they read them) when it comes to patrons' concerns?

Well, we know a few who do, but we assume most don't.

It's not like they don't have plenty of access: Question of the Day is also a feature on the home page CDCGamingReports.com, a business-to-business casino-news website. And most, if not all, of them are aware of the Las Vegas Advisor, which has been around for much longer than they have, not to mention Anthony Curtis' high-profile in this city.

In our experience, the honchos of smaller casinos, such as Ellis Island, along with the locals companies, particularly Station and Boyd, pay attention. We deal with them at least once a year at coupon time, but usually more often than that, when issues become mutual. And we sometimes get feedback on QoD and newsletter content (especially if they don't like something we write); Boyd, in particular, is a trusted source for QoD.

To answer the gist of your question, before the pandemic and complete shutdown of the casino industry throughout the world (other than igaming), we would've said that, even if casino executives and owners were listening to all the concerns raised by their putative customers on this website and others, their priorities and ours simply didn't jibe. Generally speaking, with all the consolidation in the gambling business, the priorities of the biggest companies are somewhat different than those of us gamblers and casino consumers. They're impelled by profits and beholden to shareholders, which is why they do things like introduce charges for parking, raise resort fees, deal 6-5 blackjack, come up with triple-zero roulette, etc. etc. Of course, our contention is that their profits in the long term would rise significantly if they weren't trying to tear it up in the short term, but that's not how, as Max Rubin put it in his classic book Comp City, pencil-pushers and propeller-heads (translation: accountants) think.

Another point in all this is, again before the shutdown, that Las Vegas was hosting record numbers of visitors, casinos were booking big-time profits, and shareholders were making a nice return on their investments. The problem with the Las Vegas Advisor and LVA.com, at least from the honchos' perspective, is that our readers are savvier than the typical tourist; you guys recognize the ever-increasing appetite for profits and ROI; you also have long memories as to the way Vegas used to be BTG (before the gouge). So that puts us on even more of a collision course with their short-term goals.

One more huge problem is turnover in the executive offices. Young graduates from UNLV's hotel school come in with what they feel are all the answers and they're not particularly interested in what we, or anyone else for that matter, have to say. In fact, most have never even heard of LVA. Note that we say "most." There are some who not only know who we are, but rate us as a valuable barometer to what's going on. We know this, because we hear from them.

All that said, these things run in cycles. After 9/11, the casinos had to dial back a bit to attract visitors who were understandably freaked out about flying. An isolated, though powerful, incident, the fallout didn't last too long comparatively speaking, and things got back to normal within a year or so. The Great Recession prompted the bargain response and that went on for much longer. But the recovery was unprecedented, more than 11 years, which gave them plenty of latitude to foist their nefarious revenue schemes.

Now? As everyone knows, This Thing has laid the casino business low. Yes, there's been plenty of pent-up demand since the casinos reopened earlier this month. But for how long? Time will tell. Meanwhile, it's not like the honchos need any advice from consumer advocates to know what their core customers want in terms of bargains and incentives. All they really have to do to start is give back what they quite deliberately took away in the boom years. They don't have to listen to us to know that's the way to go.

No part of this answer may be reproduced or utilized in any form or by any means, electronic or mechanical, without the written permission of the publisher.

Have a question that hasn't been answered? Email us with your suggestion.

Missed a Question of the Day?

Have a Question?

Tomorrow's Question

Has Clark County ever considered legalizing prostitution?

Comments

David Miller Jun-23-2020

Deaf

 The ONLY thing the majority of these thieves pay attention to is the bottom line. They are dangling a few morsels of bait , waiting to see what effect will happen. Without millions flying in from outside the U.S. they will have to cater to residents within the U.S.- and these used to be regulars do not have the disposable income they once had.People are not showing up and those that do do not have much money.But the biggest problem the casinos have currently is the corona virus. Until a vaccine is found Vegas will suffer from low visitor turnout.Patience will be the key for anyone wanting to visit Vegas. Until the casinos REALLY start to suffer from cash flow, they will remain DEAF.

Bobby White Jun-23-2020

comment

Good info as usual, if just a few casinos made major changes to consumers advantage they would dominate, so why not ? Question goes unanswered. Oh Well!!

Jerry Patey Jun-23-2020

Casinos.

Boyd properties do but they don’t change anything. Note casinos have used corona scam to remove many full pay video poker. Red Rock gutted their entire inventory. They did not open Main Street the only full pay video poker. 4 Queens has 3 machine. They do watch vpfree Orleans would love machines around in attempt to hide them  casino employee stated so. They are doing nothing to draw customers back. As one comment said they are governed by corporate executives who care nothing about customers just bottom line.

Straski Jun-23-2020

Thanks

Do I need to get a more exciting life?  I admit reading all of the Las Vegas Advisor QOD for the past eight or nine years. You all do a great job keeping it interesting. I only visit Vegas a couple of times a year and am retired. Have become fond of downtown Vegas.

Fred Watkins Jun-23-2020

well written/said

Well written/said:  to paraphrase  let those with ears hear and those with eyes read and those with a brain and long term customer development goals do accordingly

William Schlosser Jun-23-2020

Wpsbuffett from Indy

I just spent 8 days there .... first thing you notice is blackjack table minimums are now $10 instead of $5 ...No housekeeping to speak of ..... ALOT of places to eat are CLOSED ... call ... do not check their website ... they may be open but at much lesser hours .... all this tells me is until things  return to somewhat normal it will remain like this ....I could go on but the changes are too numberous to remember.....

Reno Faoro Jun-23-2020

frequent visitors

they BEST  start reading ! And paying attention .Our group of 4 couples, called the 'OCTOBER 8',  , greatly add to the 'VEGAS' economy !!!Our 7 day  trips helps to keep the LIGHTS on , etc. STOP THE RESORT FEES AND PARKING CHARGES .   and as the KING says , TY, TYVM .,  go DEARBORN FORDSON !!!

David Jun-23-2020

This is way different from 9/11 and 2008 recession

There are three huge differences:

1. The industry has consolidated; you don't have as many options as you used to.
2. There are significant costs associated with COVID-19. I just read a story in the WSJ about hotel re-openings. A hotel manager in Dallas indicated his costs due to COVID have increased by $15 per room per night.
3. The mindset about discounting has changed. Businesses across the entire spectrum are being very vocal about not using discounts to bring back customers. The fashion industry is practically colluding in an attempt to wean customers of the expectation of discounts. The offers I've received so far from Venetian & Wynn have been awful.

Kevin Lewis Jun-23-2020

Gougefest

There was some speculation about whether the casinos would roll out the bargains in order to entice customers back or they would tighten things up even further to squeeze as much as possible out of the folks who did show up. We know now, it's the latter.

Why would anyone visit Vegas now? Or ever, in the future? Risk your life for a lousy, ripoff gambling experience? No thanks, and I hope the damn fool town starves. Idiots!

Marla Corey Jun-23-2020

Get Real

We LVAers are careful with our money and make up a very small percentage of LV visitors. Casino management wants to target the less informed who really don't care about good odds on games. They want the party goers with more money than good sense.

O2bnVegas Jun-23-2020

no kids...can it be?

Vital Vegas just posted that Circa will open as "the first adults only" property.  

Am I dreaming?  Did Mr. Stevens read my rants and take me seriously?  LOL.

I've been b****ing about kids in Vegas casino/hotels for some time now.  I just don't like my 'space', e.g. VIP lounges, restaurants taken up by squealing crumb snatchers.  Older teens who can behave, no problem.

If this truly comes about and remains so, the Strip just might lose a good customer to Circa.  Strip will never go for it.  Too many overseas visitors who drag their kids along for photo ops in the Conservatory.

Sean Lowery Jun-23-2020

Nice Article

I just need to be patient.  A return to the great fun and value experiences will take some time. Until the huge profits come back on the non-value seeking consumers, our expectations will need to be lowered.  Fun times will return, but this year will challenge us.  Safety = social distancing.  Social distancing means higher costs, more inconvenience, and much less fun.

David Jun-23-2020

Good grief, it's all relative.

C'mon, if welcoming AP's with good rules and 100%+ VP were long term profitable the Maxim would still be around and we'd all open casinos.  It doesn't get by management that Stations, Riv, Caesars, Fountainebleau, Tropicana, Lucky Dragon all went Chapter 11 and MGM and Cosmo had to get bailed out in the last decade or so.  Search out the good games and promotions, they are there, but admittedly harder to find.  If you think the casinos are making $ by "gouging" you, then invest in them.

Roger Sulkowski Jun-23-2020

Pittsburgh Roger

I agree with Kevin Lewis and David Miller! These bean counters in the Casino JUST Can'T give up the Parking and Resort FEES!

Lucky Jun-23-2020

Agree with David

The casinos are all bleeding money.  To open a table with 3 people, they have to raise the minimum.  Someone has to pay the dealer.  But I am mathematically challenged.  Wouldn't it be better to give people the appearance that you have a "chance" to win.  Maybe loosen up slot a little.  Have better VP.  Hear an occasional cheer when someone wins, something to give the player a glimmer of hope.  Wouldn't that bring in more business and gamblers that will spend.  Wouldn't the increase in business be a plus on the balance sheet?  I used to go 4 or 5 times a year, was 7 Stars, but now, my friends that have gone say that there is no chance.  No one wins.  So why go when there is no hope.  Maybe one of the strip hotels will try that, let some winning happen.  If they can win it, they will come?

Larryk Jun-23-2020

Circa & good riddance

Yes, Circa will be Adults only until Hotel opens in December....
Kevin Lewis not coming back to Las Vegas? we shall see...

Hoppy Jun-23-2020

Getting customers in

Bob Stupak knew how to do it

David Jun-24-2020

Reply to second "David" and "Lucky"

The casino companies (as opposed to the casinos themselves) are hurting (and were hurting pre-COVID) because of their irrational obsession to grow, and the idiotic way they over-pay and thus take on debt that is too great to service. Operationally, casinos do great business. Casinos will roll out all kinds of reasons to gouge the public but at the end of the day the root cause can be seen in the mirrors of the CEOs and the Boards who chased and approved irrational expansion and overpayment.

Question of the Day - 23 June 2020

Comments