Casino Pet Peeves

Submitted by: Gayle Mitchell

As much as I enjoy spending time at my favorite casino/hotels and I have visited my share, it seems that often, the annoyance-factor also accompanies me.

Here is my pet-peeves list. Aren t you annoyed by writers who use lists?

This list is in no particular annoyance-factor order; I dislike all of them without bias.

1) Staff Shortages. Since most casinos today have opted for the TITO, (Ticket In, Ticket Out) and placed ticket redemption booths around the casinos, staff layoffs have ensued.

I miss the many casino employees who were like family in this re-shuffle, however I miss them even more when a machine jams, runs out of paper or a hand-pay is required.

Ideally, I prefer to visit in the wee hours of the morning because it s quiet and there s a wide array of machines open for play. What is not ideal is the hunt for troubleshooting casino staff and/or a beverage server.

2) Comps Cuts. Will someone please explain to me why casinos that are experiencing lost revenue due to the economy or competion would cut down on comps? Casino promotion departments are out of touch with the lack of free cash, free rooms and free meals or meals that have been lowered in value from fine dining to fast food.

On the other hand, online casinos have bumped up promotion for free spins, free rolls and bonus offers.

3) Machines that are not replaced—the buttons stick or come off in your hand as you try desperately to hold a card. Some screens are so blurred or sun-burnt that you can barely see what is going on in front of you.

4) Game Changes.

a) Blackjack rules – not only do the rules change from casino to casino, but since when do 6-8 decks, burning 10-15 cards and mid-shuffle become attractive to me as a player? When I show the least inclination towards playing intelligently, casino management reserves the right to remove me from the property.

b) A hot craps table that suddenly comes to a grinding halt because dealers decide that it is time to ask questions . Does this game have a rhythm to it – you bet – does this ploy affect the shooter – often. Do the dealers know this – bet your last buck on it!

c) MegaJackpots that are paid out over 20 years, or paid up front at a huge discount to the winner . Certified or guaranteed slots not clearly marked and why are there not loads of these slots everywhere?

5) Machine Hogs – read the message one machine per customer at busy times . Often, when you finally do get to play your favorite machine, you are treated to the foaming at the mouth onlooker who will hover until you surrender.

6) Casino players who touch the screen after enjoying their latest snack, bang on it, caress it or the worst–talk to their newest acquaintance – the slot machine. People who leave little mementos after exiting the slot – cigarette butts-ashes, wrappers, any old garbage – not an appreciated gift.

7) Casinos set-up in such a maze of criss-crossing aisles that you have to be a rocket-scientist to find the exits. During this search, you are regaled by the constant Wheeeeeel of Fortune chant in the casinos. Can we kill or at least soften that sound?

While, we are talking about the set-up of the casino floor, would it be too much to ask for more restrooms?

8) Casino/hotel check-in that takes more than 10 minutes. Casino security – all single women should automatically get a room next to the elevator without asking and get an immediate response when requesting an escort to their car. Parking lots that are not well lit and well patrolled. Easy answer for this one – use valet parking at all times – the few bucks are worth the peace of mind.

Lastly, there is no need to loudly announce my room number or how much money you are counting out.

9) Unfriendly or uninformed staff. I don t know or we don t offer that should not be part of the vocabulary for any hotel/casino representative. A decent, living wage so that staff members are not constantly groveling for tips should be high on casino management s to-do list.

10) Casino/hotel management who are not in touch with customers wants, needs and dislikes concerning all aspects of their gaming establishment. Take a poll, offer comment cards with a free gift for completing, use your club card mailings for feedback, place a suggestion box in a visible area, teach your staff the art of customer satisfaction and ask them to approach customers for their opinions.

What can we, as casino players, do about the annoyance-factor? Plenty – start by being vocal–in a nice way–and make sure that top management people hear your advice.

Write a quick note about your complaints and leave it in your room or at the front desk.

An avalanche of patrons complaints cannot be ignored for long.

I believe all is not lost, casino management can and will change. We just need to nudge them in the right direction before they completely forget what the words customer service means. All of us have the right to enjoy every casino experience.

About the Author: Gayle Mitchell and other gaming experts offer advice at GT

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