Below is a copy of a letter which I am mailing to the President of Las Vegas’s Caesar’s Casino as well as the manager of Caesar’s Poker Room

I hope they will respond and improve their responsiveness of the poker room management. It is my intention to spur upper level management to discuss this situation with the Poker Room management and see if an improvement can be made.

 

Below is a copy of the letters I am mailing.

 

 

 

 

 

Mark Hanna

POB 231659

Las Vegas, Nevada 89105

Caesar’s Casino

E Flamingo Rd & Las Vegas Blvd South
Las Vegas, NV 89109

Attn: Office of the President

 

 

 

cc:  Poker Room Manager

       The online blog of Mark “Big Daddy from Cincinnati” Hanna

       http://bigdaddy.blogs.blogs.wdia.com/

                                                                                                               

                                                                                                                                September 6 ^th, 2008

 

 

Dear Sir:

 

Below is an excerpt that I found from an article online regarding the grand opening of Harrah’s premier poker room.

On December 20th, 2005, Caesars opened Las Vegas' largest poker room. Caesars new poker room spreads 63 tables – 33 specifically designated for tournaments and 30 for live action.

"For many years, Caesars was one of the biggest names in poker," said Michael Matts – Caesars Palace Poker Room Manager. "Starting on December 20th, a new poker era began when we brought poker back to one of Las Vegas' most legendary and luxurious casinos. Whether it's recreational games, mid-limit poker, big-bet poker, or our ongoing tournaments, Caesars sets a new standard in excellence."

Well I have a service complaint as far as that “standard of excellence” is concerned;

 

The upper management of Harrah’s and Caesar’s must have realized the importance of a quality environment when they built the new poker room. They went to the expense to build the room as a “ROOM” off the casino floor but near the sports book. They built it separate with a big glass doors and a 40 foot hallway leading to the poker room. This was done to make it a good environment to play poker. The players do not hear have to hear the horse race announcers as in some other rooms.

 

However during certain nights the combination of LOUD and I mean very LOUD music from the Pussy Cat Dolls casino and to a lesser extent from PURE which invades the poker room to such an extent that I and other players do not always hear other players announce a raise or an all-in. One player at my table was using Bose Noise Canceling headphones and told me that they would not even completely block out the LOUD MUSIC, did I say VERY LOUD MUSIC coming from outside of the OPEN doors.

 

When the floor management was asked by me to at least close the glass doors which would greatly reduce the music, I was told that they never close the doors as they were afraid people would not come in to play poker, as if the people would think the poker room is closed.  You have glass doors to enter the casino and your customers seem to have figured out that they open by pulling on the handle. Why not close the doors, they were included in the expenses when building the poker room. Since the room is open 24/7 365 why include glass doors which open and close when building the room. If you can not use the doors, then why not save the expense and just put in a hallway opening.

 

I am writing this letter to the top management as my suggestions seem to fall on deaf ears in the poker room.

 

I am hopeful that you as President of Caesar’s Las Vegas realize that we as locals we are your clients, your customers, not players, not just once year tourist gamblers who next year may decide to stay elsewhere.

 

During the months of August thru September 2008 the poker room is actually giving away nearly $600,000 in seats for their October Classic main event tournament. A reasonable person would thus conclude that Caesar’s desires to increase the awareness and popularity of their poker room.  Repeat business comes from great customer service.

 

Friday night, September 5th, 2008 I was playing at Caesar’s where they had ONLY two 2/5 NL games spread. The Venecian had eight 2/5NL games spread during the same time. (I called and checked) You may ask why the Venecian spreads four times as many games.  I think it is because they listen to their customers and are willing to do everything they can to satisfy their customers! During the Presidential conventions the Venecian had no problem in putting CCN on one of the televisions, so I could listen to the simulcast on XM radio and listen to the speeches. The management at Caesar’s said they could not put on CNN, they can put of the fashion channel but not CNN. Don’t get me wrong, beautiful women on the televisions beat the heck out of some of the sporting events, but no CNN??? That is basic cable why not? 

 

Another example is that when I attended the last Caesar’s major tournament event, management suspended “Tableside Dining” until after the multi day event ended. What, they serve food at the tables every other day, but now that they were running at 100% capacity they suspended food service.  Why … during these events they have attracted more players and they give less service. I was told by management that they would not have enough waiter staff to bring the food to the tables when they have all of the tables busy 24/7 … Are you kidding me … How many employees do they have working at Caesar’s? Are you telling me that for a special event in which they worked hard to attract more players that they cut back on customer service because of lack of food service help?  Please …. Tell me it is not so! 

 

I ran my own business since I was 19 years old and I can not believe that the upper management levels actually know what is going on. That is the reason that I hope that I am not wasting my time in sending this letter to you as the President of Caesar’s.

 

I sincerely hope that I have not made enemies of anyone within the Poker Room Management, but when I feel management is not making sensible decisions when it comes to customer satisfaction, I try to elevate my concerns to their superiors. If they do not address the situation, then I can only conclude that they are not serious about wanting to grow their business.  The press release I posted above said  “… Caesars sets a new standard in excellence" are you serious about delivering on this goal or not.

 

I also open posted a copy of this letter on the internet in my blog located at http://bigdaddy.blogs.blogs.wdia.com/    you may post your own response on the blog as well.

 

Respectfully Submitted

 

 

 

Mark Hanna