I periodically write about some of my pet peeves about the casino experience. I’d like to think casino operators appreciate my feedback and insights about things that seem not quite right and are, at least, mildly annoying. Then again, maybe they just think I like to whine. Whatever, I do think that getting these “pet” peeves (as opposed to real peeves) off my chest is somewhat therapeutic for me.
In my last Pet Peeves column, I highlighted some old and new irritants and made them into something of a TOP 10, in order of the depth of my “peeveness.” They included sticky slot buttons, dirty ashtrays, ticket-redemption machines that don’t dispense full payouts, and best parking spaces for casino executives instead of customers. Stuff like that.
Well, in this latest edition of My Pet Peeves, I’m officially moving all of my past pet peeves into the new category, of well, “Peeves.” Clearly to me, they haven’t gone away. But I thought I’d share a totally new list of things that bug me in casinos. Just maybe, casino operators will “un-peeve” a few of these.
My Latest Top 10 Pet Peeves
- Hand-written signs – Casinos spend a lot of time, energy, and resources on their look, feel, brand. That is why it is so surprising to see so many hand-written, sloppy, taped signs in casinos saying, “Restroom Closed,” “Kiosk Out of Service,” or “Use Other Door.” While the signs are helpful, even necessary, it would seem it is possible, with a little attention, to have professionally made signs with a variety of standard messages, maybe even something that could make a guest smile.
- Screeching slots – There are plenty of noises in a casino, some of which contribute to its lively atmosphere. But not a lot of attention is paid to how sounds (i.e., noise) in one part of a casino affect the experience in adjacent parts — especially “screeching slots.” I’m sure slot developers would say these game sounds are critical to a slot’s essence, even its “win per unit.” I’d like to suggest another measurement for these ear-blasters: irritation levels per every adjacent 100 casino customers.
- Security and rules in your face – I understand the need for a casino to have an experienced, helpful, even friendly security staff. What I have trouble understanding is shoving this security, regulation, and enforcement right in the face of the customer. For example, security podiums with cops at podiums as the gateway to a good time. Signs that tell me you can throw me out for essentially any reason you wish. Gleeful rule enforcement when I unintentionally, innocently, break a rule or a policy. I know you are trying to make me feel safe, but don’t make me feel paranoid and that bad stuff happens in your casino.
- Happy hour shrinkflation – I love the concept of casino happy hours and happy hour specials! (I also think the first “Un-Happy Hour” will be a big hit – you figure it out). But what I’ve noticed with many happy hour special-pricing promotions (discounts, 2 for 1’s, etc.) is that while the price may be lower, often the quantity served is less. So your “Street Taco Special” of three for $4 looks pretty unappetizing (and cheap) when your regular Street Taco menu offering is four for $5. Certainly, a pet peeve.
- Restaurant “team service” – I’ve noticed a growing trend in casino restaurants (even restaurants in general) where a “team” of restaurant staff serves an individual table. You know, someone seats you, someone different takes your order, someone else brings your food, and maybe one of the someones brings your check. I think this concept has great potential for great-service levels. But when the someone who brings your food has not been fully made aware of who ordered what by the someone who took your order, I’m afraid you’re just serving up a tall order of pet peeves. “Who had the filet mignon, medium rare?”
- Hours of operation not posted – It is hard to believe that this happens, but trust me, it does, and it is one of my pet peeves. Right now, go and check the posted signs for Hours of Operation for every one of your hotel, restaurant, retail, spa, players club, cashier, and even casino area locations, and tell me every one has clearly posted hours of operation for customers to peruse. Don’t have them (or can’t easily see them)? Make this pet peeve your pet peeve.
- We Won’t Clean Your Room (maybe not even if you ask) – I blame COVID for this one. After it hit, there were fears of illness. There were shortages of staff (and still are). And truth be told, there were many opportunities to save on expenses, so much so that now some casino-hotels won’t clean your room or make your bed on short stays. Unless you ask. Or even when you ask (OK. We’ll bring you some fresh towels.) Peeve me once, shame on you. Peeve me twice, shame on me.
- Meaningless VIP lines – Creating special, expedited, VIP lines for casino-spending premium customers is one of the smartest things a casino can do. Except when those VIP lines are not always open, or it’s not clear where they are or how they work. Or they actually blend into the lines for “regular” customers. Or the staffs pay no attention to who’s a VIP and who’s not. Or the VIP line becomes slower than the regular line. I’d think you’d want to pet your VIP’s, not peeve them.
- Cheap gift giveaways – I used to think that casino gift giveaways were not great promotions; after all, you can’t put a toaster in a slot machine. But over time, I’ve seen so many popular, high-quality, well-orchestrated gift giveaways work that I now feel there is a strong place for them in a casino’s marketing arsenal. Except for cheap gift giveaways. All these do is tick off the customers (“This is what you think my business is worth?”) and blemish the casino’s reputation. Cheapo peevo.
- A host you never asked for – Certainly, a good casino host can have great value and offer a great service for a great casino customer. Except for a casino host that was never asked for and not wanted. Maybe the player never uses a host. Maybe he just wants to come in and play his favorite games and doesn’t want anything special. Worst of all, maybe he is a player who doesn’t want to be “developed” by the Player Development Department with all of their emails, texts, phone calls, offers, and incentives to get an already good player to come in to blow even more money. The answer: Just ask a player if they would like a host. And on what terms. You don’t want to create VIPeeves.
I feel better now to have gotten some of these pet peeves off my chest. I’ll save employees being served before customers, up escalators being down, currency disbursements on casino ATMs, and new and exciting (okay, old and frustrating) pet peeves in a later column.
In the meantime, plea to unpeeve the people’s peeves. Especially mine.
