Complaint Review: Whiskey Pete's

Upon my arrival Friday 28, 2001 I was immediately trailed by a security guard, my child and two nieces were right behind me while I was attempting to use the pay phone to make reservations for your casino. I asked the security guard, if there was a problem and he than said, the children were not allowed on the gaming area. I let him know I wasn't in the gaming area and the children were right behind me while I was attempting to use the pay phone. I than looked around and notice more children walking right passed me without any security guard approaching them. I felt I was being singled out due to the fact I'm Mexican American. I than proceed to leave Buffalo Bill's and head to Whiskey Pete's thinking I would not be put in the same situation. Same situation occurred at Whiskey Pete's. We just stayed in the room the rest of the evening to avoid any more anxiety.

On the following evening we went to the pool area with my child and a very irate security guard approached me. He informed me that I was told several times to keep my children out of the pool. I tried to explained that I don't have children other than my 1-1/2 year old but he didn't' even give me a chance to speak. In front of other patrons at the pool area he shouted at me, Shut Your Mouth and you listen to me, I of course, angered by his tone of voice didn't want to tolerate his kind of respect. I then demanded I speak to the manager due to the security guards unprofessionalism. The manager came and heard his side of the story he then immediately called for backup after he said and accused me that I was causing problems and I should leave. Let me reiterate that I only have a 1- year old who can't even swim.

The manager immediately told me the version he heard and has asked me several times to keep my kids out of the pool. I had to literally plead to the manager now hear my side of the story before making accusations. At first, I thought about leaving but then again I wanted my side to be heard. Of course, the only way to get through to the manager was to start shouting in their tone of voice that they were using and demand he hear my side of the story. Of course, the security guard became excited because he thought I would be escorted out without explaining my side of the issues. The manager then calmed down and was able to hear what actually had happened. It's sad how I had to stoop to their so-called level of professionalism to get my side of the issue on the record.

The security guard got upset because the manager started to hear my side and when I explained that I was told by the Lifeguard that the pool was going to close at 7 PM but that the Jacuzzi was going to remain open. That's when I told him no one other than the Lifeguard approached me about the pool. That's what I've tried explaining to the security guard in the beginning. I then explained how humiliating, frustrating, and being surrounded by guards made me feel like I was a criminal in boot camp and the security guard was acting as if he was above the law. After hearing my side he gathered the security guards and came back to tell me I was mistaken for someone else, but not to let my child in the pool. Now just as I thought it was all settled I wanted an apology from the manager for his lack of professionalism and I wanted to hear the security guard himself say he was sorry. Then the security guard got upset, again, the manager tried to settle him down the guard refused so the other guard started to restrain him from lashing out at me. The manager than poked him several times in the chest with his CB radio and told him to keep his mouth shut and go inside, but he refused and started to point his finger at not only me, but everyone else around the pool area, saying his sick of us all and then left inside the casino. Again, the manager explained to just stay away from the pool but that the Jacuzzi would remain open until 12PM.

Around a few minutes later security guards came out and started to pass every 5 minutes to probably make me feel uncomfortable which they did. I didn't want to create any more anxiety, so I stayed trying to relax in the 98-degree weather. After about twenty minutes another security guard came out and said everyone has to clear out of the pool area because the whole entire area is shutting down. I simply asked why? And he proceeded to say because people just have to suffer other people's wrong doing. We were escorted out.

I came back to the room explaining the situation to my husband because he thought he was going to go down later and relax in the Jacuzzi, I told him they shut it down and no one can go outside much less relax. After going back to work, which was more, relaxing, I felt I was placed literally in a boot camp instead of a so-called resort were special amenities includes the pool and Jacuzzi.

I just saw on TV Governor Gray Davis emphasizing on leaving town and mentioning going to Las Vegas for some relaxation, but I feel other patrons shouldn't have to go through what I had to endure. Remember if it weren't for customers and patron these casinos wouldn't be in business. But I'm smart enough to know to tell my friends and family this situation I was put in, regardless of what has happened back in September 11, 2001. That's why I thought I made to right decision to get out of town and relax from CNN fatigue.

I did find an article in the Las Vegas SUN: Keller praises cooperation with casino security forces, which included a comment Michael Burke, Director of security and surveillance for the three hotel-casinos. The significant comment Mr. Burke said is the realization that casino security officers, have to recognize and RESPECT PATRONS
RIGHTS. If you don't do the right things, you're going to be held accountable by the courts, said Burke. Another comment he made which never happened in this situation was that the best security could do is communicate with the patrons and strive not to become personally involved. Also, the need for security officers to remain calm, not to respond to personal comments or remarks and not to personally attack patrons.

I would like to know if they ever did undergo formal training, including the security procedures, which, Mr. Burke says is in writing. So everything suggested in that article never followed in my case.

Now Lt. Gov. Lorraine Hunt says in a recent article that Las Vegas is seen as the nation's new USO. As people get back to work, people need to get back to play. So how can this shallow effort at communication be evaluated without looking into how the patrons are really being treated in retrospect? I would really think twice before even putting myself at risk to being harassed or humiliated at Primm Resorts Hotel-Casino.

I might add this was a serious matter which affected my health in away which even lead me to go through all this time & effort writing this letter just so others won't endure in the future.