Buffalo Bill’s Hotel and Casino “Apologizes”
You may remember my unpleasant stay at Buffalo Bill’s Hotel and Casino back in November of last year. If not, you can read about it here:
A few months after posting that entry, I received a call. I didn’t recognize the number, but I answered the call anyway.
“Hello?”
“Hello, is this Laura Moncur?” He mispronounced my name, but then again, everyone does.
“Yes?”
“I’m calling from Buffalo Bill’s Casino and I notice that you stayed here last November. We were wondering how your stay was.”
“You can find out about my stay on Starling Travel.”
“Ah… yes… I have that review here. We were wondering if there is any chance you’d be willing to stay with us again.”
The first response that came to my mind wasn’t very polite, so I asked Mike. “Is there any chance that we’d be willing to stay at Buffalo Bill’s again?”
Mike said, “Yeah, I guess…”
I replied to the man on the other end of the phone, “Yeah, I guess…”
“Well, we’d like to give you a couple nights’ stay to try us again.”
I gave him my address and he made promises of free meals and hotel suites before he hung up. Mike and I discussed the offer and decided that we would take them up on it, but at the same time, bring Stacey and Dan and see how they treat normal customers. We’d test them again.
We talked to Stacey and Dan about it. “Isn’t that the hotel on the California/Nevada border?”
“Yes.”
“That’s like a half hour away from Vegas. Didn’t you say that their Internet was slow?”
“Like molasses.”
“Um… no… As inviting as that sounds… no.”
“Fine. We’ll test ’em on our own.”
Over a month later, the letter finally arrived.
Dear Ms. Moncur,
Thank you for contacting us during your recent visit. One of most important tasks is to learn directly from our guests how they enjoyed their Primm Valley Casino Resorts experience.
Please accept my sincere apologies for the disappointments and inconveniences you experienced during your stay at Buffalo Bill’s. I regret that your stay with us did not meet all of your expectations.
As a gesture of goodwill, I would like to offer you a complimentary room for one night at Whiskey Pete’s, Primm Valley or Buffalo Bill’s. Please contact my assistant, XXXXX, directly at (XXX)XXX-XXXX extension XXXX, and she will make the necessary arrangements. She may be reached Monday through Friday between the hours of 9am-5pm. This offer is based on availability, valid through February 2009 and excludes holidays, special events and major conventions.
You are truly a valued guest of ours and we look forward to welcoming you back to Primm Valley Resorts in the near future.
It took a month for the form letter to come and when it finally did, they offered us ONE night’s stay with restrictions and based on availability. They didn’t address any of the deferred maintenance problems or the Internet connectivity issues. One night’s stay at their hotels ranges from $31-$50. After all the issues that Mike and I had that night, all they offered was a one-night stay. It teetered on the edge of insulting.
They say that customer complaints are the perfect opportunity to create a loyal customer for life. Unfortunately, Primm Valley didn’t achieve that. As “gracious” as their offer seems, I won’t be taking them up on it.
I stayed there on Tuesday, Wednesday and Thursday of this week. Only one movie was showing, “Twilight”. I wanted to see “Deception”. There was a big brown bug crawling across my covers at 3:00 AM If I had not been up at the time, I would not have seen it. There was also another bug in the room. Could not move about freely in the room. Furniture was oversized and room was small. Was transferred to another room and the faucet handle fell off. In the other room of my children the air went off after midnight. They had to drink lots of ice water. Could not change rooms because of hassle of moving their children in the middle of the night. The Monorail was not working. Tony Roma’s and the buffet and another restaurant were not open. Patrons had to go to the Prima Donna or over to Whiskey’s to eat. They should have told customers that opon making reservations. Then the arrangements would have been changed to stay at the Prima Donna.
Comment by D.M.Smith — July 23, 2010 @ 3:36 pm