I, like many others, have complained in the past about poor customer service by many casinos. So, I thought it only fair to report the following:

Upon leaving A.C., Fred and a friend had realized they had forgotten to redeem their cash vouchers for $36. Since we would not be returning before the expiration, we decided it might be worth the effort to make a call and see whether by chance the casino would consider returning the voucher amounts(received from a kiosk) to the accounts. No luck as the Rewards Center closed at 10 p.m. and it was much later.

Next morning(knowing we once were told this could not be done), we decided to try again. No luck! Fred was told the policy was not to credit anyone's account with vouchers that were not redeemed.

Just wanting to let the casino know how he felt about this policy, Fred decided to send a friendly letter explaining the circumstances.

Not expecting much of anything, we were quite surprised to receive an extremely cordial letter this week(two weeks later)from a Customer Relations Representative stating that they understood. While reward slips could not be voided and added to the accounts, as a courtesy, the casino would issue a Service Recovery Certificate and it could be picked up at the Guest Services Window on the next visit.

I do think Showboat deserves praise for its great customer service in this instance. The representative also included his extension # should we ever have any other concerns or questions. IMO, a nice move on Showboat's part!

[ 03 November 2001: Message edited by: Beth ]

It's always nice to hear good things!

Beth,
That is truely suprising. From the old Showboat (pre Harrah's) I could see this happening. The fact that it happened now makes it even more amazing.
PS< don't loose that extention number!!!