Complaint Review: Harrah's Atlantic City - Atlantic City New Jersey

I have been a Diamond club member of Harrah's Entertainment for several years and I must say, they are treating their loyal customers like dirt as time goes on and likely to lose many of them to surrounding casinos in the Atlantic City NJ area. Here is why I say this:

To get a diamond club card for 2009, a player has to earn 11,000 points - up 1,000 from prior years, before 12/31/2008. No advertisement has been made to this affect, patrons simply have to know it or read about it on the harrahs.com website. As someone with a diamond club card previously, you would think Harrah's would email of snail-mail them a postcard explaining the rules have changed. They didn't.

In addition, I earned my 11,000 points a few months ago back in August. Since that time I have not frequented the casinos because of the lousy payback much at all. Normally, I would go every 2-3 weeks, and lately perhaps every 8-10 weeks. Because I went down one day and literally played for a few minutes instead of my normal several hours, I now have to pay to use the diamond lounge. It took a few phone calls, 2 hours and 3 incompetent staff from their Total Rewards desk to figure out why this has happened. I was placed on hold over 20 times!!!!! (in a single call)

No where in their explanation of club benefits do they say you have to play a certain amount to retain the diamond club benefits - but in fact your do. When I asked how much play is required - I was told "A significant amount". No specific number. It is also based on consistent play - which I also asked them to explain. I used the following example:

I play at the casino and cycle $1,000 say nearly every time. Then all of a sudden I decide to cycle $100,000. If I now do not consistently play at the $100,000 level my play will be determined to be not consistent and I will forfeit the diamond club benefit of free admission. I explained that this is ridiculous, but they basically told me to live with it.

I also explained that yes, other casinos do charge to admission - but they dont change the rules mid year (particularly after someone has earned their tier status for the following year). In addition, when they do charge, they have awesome buffets in the reward lounges. Harrah's food by comparison sucks. The lounge is really best for a social setting, and drinks. The food is my no means 5-star rated (more like a slight step above cafeteria or fast food) - the service is also extremely, extremely poor.

Harrah;s thinks it can retain its loyal customers by changing rules of their tier programs mid year, with no warning before someone's play falls into the 'inconsistent' category. What is especially troubling with all of this, is that wait until you attain the tier score for the next years before telling you they changed the rules - which is AFTER they get your money. I now have a diamond card which is good until 3/2010 - and now have no intention of playing in Atlantic City Harrah's owned casinos. Sound criminal on their parts?

I can't wait to read about the layoffs in their casinos. I already switched to Borgata - better rooms, better service and they don't change their minds on the perks of the reward program structure.

My advice to all Harrah's players - if you really want to play, there don't bother with the tiers unless you are 7-stars - then the perks are a definite must. The diamond card is misrepresented via their website as to the actual perks and the platinum card really only marginally helps at check-in time (as does diamond) in the casino lobby with a few better offers in the mail. If you don't want to reach 100,000 credits in a calendar year - the tiers under 7-stars - not worth the effort for what you don't get.

Jon

Limerick, Pennsylvania

U.S.A.