RANT: If it ain’t broke, don’t fix it (casino edition)

A couple of weeks ago I received the following NYE invite to Mohegan Sun:


Excellent – I contacted my host straight away and was informed she would be out of the office for a few days.  Not wanting to delay anything, I decided to call the reservation (no pun intended) department directly.

I spoke to an affable gentleman about booking the trip and he said he would be able to make all the reservations for me since my host was out of the office.

Mohegan Sun opened a new tower approximately one year ago, the Earth Tower – it is much more modern than the older Sky Tower.  As such, I like booking my stays for the Earth Tower.  The reservation clerk informed me that he would be able to get me into the Earth Tower for my entire trip but, the first night I would have to stay in a room with two queen beds instead of a room with one king size bed.  Fine – let’s book it.

I then alerted my host that I had made the reservations so she would no longer have to do it:

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Her response:

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No, I would not like to stay in the Sky Tower:

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Ok – so I had my room confirmation number and had informed my host that I was good to go.  Naturally, she sends me the following email today:

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As such, I called reservations again and they confirmed that, indeed, my host had gone into the system and changed my reservation so that I no longer had the King size bed on ANY nights.  I informed them she did this with neither my knowledge nor request.  The reservation clerk was very accommodating and explained to me that she could probably get me into a suite for the last night of my trip but there was nothing she could do about the change.  I expressed my frustration and she asked me to hang on (I was polite and cordial – knowing this was not the fault of the reservation desk at all).  About 10 minutes later she came back on the phone and informed me that her manager was going to reinstate my previous reservation (she informed me this would take the reservation out from under my host’s PIN# – or something to that effect – who gives an F at this point, right?)  So now, I am back to my original reservation – why would a host try to fix something that wasn’t broken?  Would she get some sort of bonus if the reservation was made through her?  It should not be this much of a hassle having a host – are they not supposed to make a player’s life easier?


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