Integrity

Originally Posted by Integrity

I am on my way back home having just spending a few days at the Riviera Hotel and Casino in Las Vegas while attending the Global Gaming Expo. Normally, I am a fairly patient man. And having worked in the gaming industry for almost ten years I understand that things go wrong sometimes. However, how you respond to these things make all the difference in the world. This simple principle of customer service seems all but lost at the Riviera.

Now, I could complain about the construction sounds that woke me up at 6am (which the Riviera could give a care less about). And I could complain about the straight flush I hit in their poker room which paid NOTHING (when I could go to almost any other poker room and win an extra hundred bucks or more). But I want to focus on the Riviera's lousy internet service.

This may not sound like a big deal to some of you... until you realize that as an online journalists and videographer I need to be online every day. I wasn't upset that the Riviera Casino internet was not included in the "resort fees" which they spring on you when you check in (in order to artificially make their rooms look cheaper). I'm not even upset that it costs me an extra $10 a day to pay for the web (even though the cost to the Riviera hotel is almost negligible). No, I am upset because the internet only worked for 2 of the five days I paid for. It had two speeds: Slow and Stop! Thus begins our experience with the Riviera management and customer service team.


When I noticed the Riviera Hotel wifi service was down, I was patient. I turned off my laptop and went to be without checking my email or any other the social media outlets I monitor. The next morning when it was still down, however, I attempted to call the front desk. Well good luck with that! I was on hold for fifteen minutes before I finally had to get in the shower to get ready for my day at the conference. I left the phone on the bed, and when I emerged from the bathroom dressed the call was still on hold! Nearly FIFTY minutes!

As I left to catch a taxi for the Vegas show, I stopped by the front desk to speak with a manager. I was told that they could not refund my money because the wifi service was outsourced, and that I would need to contact the company that handles their internet directly. They could do nothing to help me, and outside of handing me a sheet of paper with a phone number, were uninterested in my situation.

I kept the phone number, but had to go work at the event all day. When I finally returned late that evening the wifi was still down. This made my situation even worse because I needed desperately to upload information, video, and to stay in communication with clients. I went back to the Riviera front desk (no use in calling them) to ask abou the internet again, and to seek help with my situation. What I was met with let me see clearly that the Riviera hotel has no real interest in their customers.

Riviera Manager Annette Smith had a "ho-hum" attitude about the whole ordeal, and was genuinely disinterested in my situation. She had no understanding on how wireless internet functioned and suggested I move to another room (which would not have made a difference) at 1am the night before I was leaving! When I asked if there was a business center, I was told it was under renovation and referred to an "internet kiosk". When i asked if the service would be complementary, I was told "NO" that I would have to pay AGAIN (although there were no USB ports so my I still could not upload). When I asked if there was ANY computer ANYWHERE at the Riviera that had access to the internet, Ms Smith told me "NO" and simply stared at me until I realized how little she cared... and that she was done listening to me.

This morning I used the FREE wifi at the airport to upload my video, check my email, and make this post. Obviously, the Riviera here in Las Vegas doesn't understand that if a customer has a good experience they tell about five people. If they have a bad experience, they tell about fifty. Unfortunately for them, as a social marketer, I will tell fifty thousand... and they will tell more. I guess there's a reason that other Vegas casinos have good reputations while the Riviera is... well, the Riviera! Horrible management! Horrible service! Horrible experience!