poor customer service at your local track

[charm city whizz]

Every Thursday Friday and Saturday I sit in the dining room at pimlico, on thur and fri I'm one of 11 tables that are occupied they save the same table for me or at least hold it till about 1:30

So I'm all ready to go there Saturday for the derby buffet but I hear through second hand info at casino I work at that you gotta pre pay for the Buffet in the dining room in advance (I'm not worried cuz I got my table ready for me everyday exept Preakness and BES day)

So I call today and they tell me my table isn't available but the one 4 tables down is, I say ok lock it up for me, she says for how many people I say myself and 2 friends, she then says I can't have it I need at least 6?!?!?!


So myself who fires away in the cold winter months when there's nobody there gets the cold shoulder to the 1 time a year customers who bet $2....

She said I would have to sit up in the sports palace, what a spit in the face that was, why would they do this to a good customer I have no idea

And whose really going into pimlico with the riots 2 miles away??? What a joke pimlico customer service is, can they at least come up to me over one of the last 12 racing days and tell me I gotta bring people with me if I wanna sit there on Saturday!?!?

[horses4courses]

Repeat after me, whizz
"A....D....W....." ;)

[Stillriledup]

Every Thursday Friday and Saturday I sit in the dining room at pimlico, on thur and fri I'm one of 11 tables that are occupied they save the same table for me or at least hold it till about 1:30

So I'm all ready to go there Saturday for the derby buffet but I hear through second hand info at casino I work at that you gotta pre pay for the Buffet in the dining room in advance (I'm not worried cuz I got my table ready for me everyday exept Preakness and BES day)

So I call today and they tell me my table isn't available but the one 4 tables down is, I say ok lock it up for me, she says for how many people I say myself and 2 friends, she then says I can't have it I need at least 6?!?!?!


So myself who fires away in the cold winter months when there's nobody there gets the cold shoulder to the 1 time a year customers who bet $2....

She said I would have to sit up in the sports palace, what a spit in the face that was, why would they do this to a good customer I have no idea

And whose really going into pimlico with the riots 2 miles away??? What a joke pimlico customer service is, can they at least come up to me over one of the last 12 racing days and tell me I gotta bring people with me if I wanna sit there on Saturday!?!?

Its a Stronach track, so as a horseplayer, you can't expect respect. Now, if you had a trainers license or owners license, it might be different, but as a bettor? Not a chance.

[BlueChip@DRF]

"My money pays your salary."

[MutuelClerk]

The track I work at they wanted all the regulars to pre-pay for their tables last weekend. People were rightly pissed off. Makes no sense the people who show up once or twice a year come in and pay that day. The people who keep you in business you want pre-paying? No wonder this game struggles.

[Relwob Owner]

Every Thursday Friday and Saturday I sit in the dining room at pimlico, on thur and fri I'm one of 11 tables that are occupied they save the same table for me or at least hold it till about 1:30

So I'm all ready to go there Saturday for the derby buffet but I hear through second hand info at casino I work at that you gotta pre pay for the Buffet in the dining room in advance (I'm not worried cuz I got my table ready for me everyday exept Preakness and BES day)

So I call today and they tell me my table isn't available but the one 4 tables down is, I say ok lock it up for me, she says for how many people I say myself and 2 friends, she then says I can't have it I need at least 6?!?!?!


So myself who fires away in the cold winter months when there's nobody there gets the cold shoulder to the 1 time a year customers who bet $2....

She said I would have to sit up in the sports palace, what a spit in the face that was, why would they do this to a good customer I have no idea

And whose really going into pimlico with the riots 2 miles away??? What a joke pimlico customer service is, can they at least come up to me over one of the last 12 racing days and tell me I gotta bring people with me if I wanna sit there on Saturday!?!?



Here's one. About three weeks before the Charlestown Classic, I made reservations for a table in the dining room, no problem. About a week later, I get a call asking me if I was told when I called that there were no tables available in the dining room. After a few seconds of trying to figure things out, I asked, "But I had a reservation, correct?" She said yes but there are no tables.....I didn't have the energy to argue but definitely know the feeling you speak of.

[horses4courses]

Many of these places have management that can't see past their noses.

Running the book for years at Caesars Tahoe, we made sure that our regulars
were catered to on the TC Days - most of all KY Derby Day.

We didn't have that many seats in the book (70-80),
and we had casino hosts and bosses who had guests coming
in specially that weekend. Only a certain number of seats
could be set aside for non-regulars, and the ones with
the biggest clout in the casino got first shot.

If they weren't going to be around for most of the day
firing on other races, we really didn't want them.
They would come in an hour before the Derby,
and leave right after. Luckily, we could put most of
these "social" players up in our showroom where they
also hosted a VIP party. That's what they wanted, anyway.

Anyone who played regularly with us got a Derby seat.
That included the majority of our $2 players, too.
Seats were booked out days in advance and, inevitably,
some people were disappointed now and then.
Not our best customers, though.

Whoever is running that room at Pimlico, whizz,
should not be in charge of a hot dog stand. :ThmbDown:
I would raise hell, if I were you.

[Saratoga_Mike]

Every Thursday Friday and Saturday I sit in the dining room at pimlico, on thur and fri I'm one of 11 tables that are occupied they save the same table for me or at least hold it till about 1:30

So I'm all ready to go there Saturday for the derby buffet but I hear through second hand info at casino I work at that you gotta pre pay for the Buffet in the dining room in advance (I'm not worried cuz I got my table ready for me everyday exept Preakness and BES day)

So I call today and they tell me my table isn't available but the one 4 tables down is, I say ok lock it up for me, she says for how many people I say myself and 2 friends, she then says I can't have it I need at least 6?!?!?!


So myself who fires away in the cold winter months when there's nobody there gets the cold shoulder to the 1 time a year customers who bet $2....

She said I would have to sit up in the sports palace, what a spit in the face that was, why would they do this to a good customer I have no idea

And whose really going into pimlico with the riots 2 miles away??? What a joke pimlico customer service is, can they at least come up to me over one of the last 12 racing days and tell me I gotta bring people with me if I wanna sit there on Saturday!?!?

Contact the head of guest services (not someone who is just following rules in the clubhouse) and calmly explain your situation and loyalty to the track and see what happens. Can't hurt.

[Inner Dirt]

Anytime I attended a track, sportsbook or OTB I always tipped well when I won or bought the help that I interacted with a ticket on my choice, never had an issue with poor service.

[proximity]

Anytime I attended a track, sportsbook or OTB I always tipped well when I won or bought the help that I interacted with a ticket on my choice, never had an issue with poor service.

ccw tips like he's jimmy conway in goodfellas so i doubt that's the problem here.

i think maybe he shoulda asked about this in person instead of calling??? :confused:

[JustRalph]

LoneStar Park. Bar and Book etc

Great service.

Great food

Moderate prices.

[horses4courses]

LoneStar Park. Bar and Book etc

Great service.

Great food

Moderate prices.

You book ahead for Derby Day, right?

[_______]

Imagine you are in a bar and you overhear this conversation between three other guys:

Guy 1: "Long story, but Pimlico screwed me over."

Guy 2: "It's a Stronach track, so as a horseplayer, you can't expect respect."

Guy 3: (sarcastically) "Yeah...Gulfstream is just awful."

Guy 2: "What does Gulfstream have to do with it?

Would you try to explain to Guy 2 that he had overgeneralized a specific problem inappropriately which Guy 3 had tried to point out? And then completely missed the point again? Add in that Santa Anita is probably an even better example than Gulfstream of a great place made better by Magna?

Or just keep sipping your beer and shaking your head.

[Saratoga_Mike]

Imagine you are in a bar and you overhear this conversation between three other guys:

Guy 1: "Long story, but Pimlico screwed me over."

Guy 2: "It's a Stronach track, so as a horseplayer, you can't expect respect."

Guy 3: (sarcastically) "Yeah...Gulfstream is just awful."

Guy 2: "What does Gulfstream have to do with it?

Would you try to explain to Guy 2 that he had overgeneralized a specific problem inappropriately which Guy 3 had tried to point out? And then completely missed the point again? Add in that Santa Anita is probably an even better example than Gulfstream of a great place made better by Magna?

Or just keep sipping your beer and shaking your head.

Is this a LSAT logic question?

[proximity]

Is this a LSAT logic question?

could be a new application essay question for the university of arizona racetrack industry program? :)

guy number 1 orders another frank's energy drink, overtips by at least a dollar....

[JustRalph]

You book ahead for Derby Day, right?

Not me. I live in Houston now

If I was still in Dallas........I might go......

[charm city whizz]

Thanks for the good advice guys, may call today and see if I can get a table I can't see it being too busy Saturday who wants to be close to there?


Just amazing how places of business forget there regulars when they think they will have a full house

[Robert Goren]

Thanks for the good advice guys, may call today and see if I can get a table I can't see it being too busy Saturday who wants to be close to there?


Just amazing how places of business forget there regulars when they think they will have a full house That is true although I can tell you that many businesses have only few peak days a year and most (if not all) of their profit comes from ripping off their non regular customers on those days. In my old job, those days were home Nebraska football games. 15% of our revenue for the year came on those days. On 20 other days, we showed a small profit or broke even on. The other 335 days, we lost money on. The regular parkers bitched like hell when they had to pay extra on the home games. But if we did not charge a lot of money on those days, their monthly parking bills would have been at least 50% higher. As much as you would like to accommodate your regulars on these days, it does not make good business sense to do so.

[Canarsie]

Thanks for the good advice guys, may call today and see if I can get a table I can't see it being too busy Saturday who wants to be close to there?


Just amazing how places of business forget there regulars when they think they will have a full house

It wouldn't hurt to write a letter to them and at the bottom do a cc: for Mr. Stronach and other higher up people in his organization. I've been wrong before but miraculously I think they will find you a table. Someone just might say take care of this valued customer!

[ronsmac]

Every Thursday Friday and Saturday I sit in the dining room at pimlico, on thur and fri I'm one of 11 tables that are occupied they save the same table for me or at least hold it till about 1:30

So I'm all ready to go there Saturday for the derby buffet but I hear through second hand info at casino I work at that you gotta pre pay for the Buffet in the dining room in advance (I'm not worried cuz I got my table ready for me everyday exept Preakness and BES day)

So I call today and they tell me my table isn't available but the one 4 tables down is, I say ok lock it up for me, she says for how many people I say myself and 2 friends, she then says I can't have it I need at least 6?!?!?!


So myself who fires away in the cold winter months when there's nobody there gets the cold shoulder to the 1 time a year customers who bet $2....

She said I would have to sit up in the sports palace, what a spit in the face that was, why would they do this to a good customer I have no idea

And whose really going into pimlico with the riots 2 miles away??? What a joke pimlico customer service is, can they at least come up to me over one of the last 12 racing days and tell me I gotta bring people with me if I wanna sit there on Saturday!?!?Treat yourself and go to the O's game today instead.

[Hoofless_Wonder]

Many of these places have management that can't see past their noses.

Running the book for years at Caesars Tahoe, we made sure that our regulars
were catered to on the TC Days - most of all KY Derby Day.

We didn't have that many seats in the book (70-80),
and we had casino hosts and bosses who had guests coming
in specially that weekend. Only a certain number of seats
could be set aside for non-regulars, and the ones with
the biggest clout in the casino got first shot.

If they weren't going to be around for most of the day
firing on other races, we really didn't want them.
They would come in an hour before the Derby,
and leave right after. Luckily, we could put most of
these "social" players up in our showroom where they
also hosted a VIP party. That's what they wanted, anyway.

Anyone who played regularly with us got a Derby seat.
That included the majority of our $2 players, too.
Seats were booked out days in advance and, inevitably,
some people were disappointed now and then.
Not our best customers, though.

Whoever is running that room at Pimlico, whizz,
should not be in charge of a hot dog stand. :ThmbDown:
I would raise hell, if I were you.

Sounds like you guys were doing it right up in Tahoe. I had good service there at both the sports and race books. Except once. The girl there made me wait to get a form. She was yapping to a co-worker about some personal matters, and didn't seem to think my handicapping time was worth more than her clucking. I let her and the manager know I held a different opinion.

I can count on one hand the number of times I've done that over the years, even counting poor servers at restaurants.

[charm city whizz]

Sounds like you guys were doing it right up in Tahoe. I had good service there at both the sports and race books. Except once. The girl there made me wait to get a form. She was yapping to a co-worker about some personal matters, and didn't seem to think my handicapping time was worth more than her clucking. I let her and the manager know I held a different opinion.

I can count on one hand the number of times I've done that over the years, even counting poor servers at restaurants.

Yep they do it right in Vegas too

Went there 7 years ago with my gf she was playing cards in Venetian poker room I was firing sports plays left and right then night time came for harness I asked the manager for a Yonkers program he looked at me laughs walks to the back brings me out a whole sports eye ($7 harness version of drf) I ask him how much he said "Your all set" and "do you need any drink coupons?"

To this day that 30 second encounter comes to mind when these garbage tracks spit on you, Nevada treats horse players like gold

[codysakic]

I have a great experience to speak of. I work in the hotel industry and last year for the Kentucky Derby I wanted to travel somewhere that had live racing. So I contacted Remington Park via email and was contacted by their F&B director. This was weeks in advance mind you.

He was nice enough to let me and my wife have their luxury suite for the day. The only one in the place. Leather couches, 3 TV sets, our personal waitress. All right in front of the starting line. He even came out to meet me to see if everything was up to par.

That was a helluva gesture. I'll never forget that day. Had $100 on California Chrome and the exacta that paid $340. We flew back home the next day with a lot of extra money and we felt they treated us like royalty there. The food, drinks, Amazing. They have their version of the Mint Julep that has Strawberry in it. Excellent beverage.

[charm city whizz]

And another good customer service story at the track was every year the seat lady Rosemary at Monmouth would give my father first crack at his regular seats for the Haskell, they remembered how to take care of the regulars

But in general customer service stories are non existent at the racetrack

[thespaah]

ccw tips like he's jimmy conway in goodfellas so i doubt that's the problem here.

i think maybe he shoulda asked about this in person instead of calling??? :confused:
"Jimmy Conway"......"He tipped the bartender just for keeping the ice cold."

[Stillriledup]

I have a great experience to speak of. I work in the hotel industry and last year for the Kentucky Derby I wanted to travel somewhere that had live racing. So I contacted Remington Park via email and was contacted by their F&B director. This was weeks in advance mind you.

He was nice enough to let me and my wife have their luxury suite for the day. The only one in the place. Leather couches, 3 TV sets, our personal waitress. All right in front of the starting line. He even came out to meet me to see if everything was up to par.

That was a helluva gesture. I'll never forget that day. Had $100 on California Chrome and the exacta that paid $340. We flew back home the next day with a lot of extra money and we felt they treated us like royalty there. The food, drinks, Amazing. They have their version of the Mint Julep that has Strawberry in it. Excellent beverage.

This is a great story. One question. Did you contact him as a rep of the hotel industry or just as a racing fan?

[horses4courses]

Yep they do it right in Vegas too

Went there 7 years ago with my gf she was playing cards in Venetian poker room I was firing sports plays left and right then night time came for harness I asked the manager for a Yonkers program he looked at me laughs walks to the back brings me out a whole sports eye ($7 harness version of drf) I ask him how much he said "Your all set" and "do you need any drink coupons?"

To this day that 30 second encounter comes to mind when these garbage tracks spit on you, Nevada treats horse players like gold

They will treat players well when they play well.
That's as it should be. Both have a lot to offer each other.

The other side of the coin are players who ask for everything.
Want comps on their comps, and they aren't playing to it.
Luckily, those types are few and far between - especially since computer tracking.
But, man......when they start barking for more :lol:

[appistappis]

we live 45 min from woodbine but for all the big races we make the 2 plus hr trek to Presque isle.

[codysakic]

This is a great story. One question. Did you contact him as a rep of the hotel industry or just as a racing fan?


Strictly as a racing fan. I was trying to see if they could even accommodate me anywhere in the building. During the conversation he asked what I did and it went from there. Even if I had told him I worked outside of the hotel industry I am sure he would have helped me out.

He really liked the fact that we were traveling to OKC strictly to visit Remington Park for the Kentucky Derby and live racing.

[MONEY]

My home track is Sam Houston.
When it comes to customer service they are last to none.

I bet every day. My churn is over $10,000 a month.
Last week I threw an $8.00 voucher in to the recycle bin by mistake.
When I went to fish it out, one of the track managers started yelling at me.

I tried to explain that I was getting my own voucher, but she didn't want to here it and called security.
After arguing with the security guy for about five minutes he finally let me get my voucher.

One of the benefits of churning $10,000 a month is the I get a free buffet in the jockey club on weekends.

I just found out that the jockey club is sold out & that no arrangements were made to accomodate the regular customers.

I've said it before and this time I mean it.
Starting in June I'm going to go to the track on Thursdays only and taking only $10.00 to bet with.

[JustRalph]

My home track is Sam Houston.
When it comes to customer service they are last to none.

I bet every day. My churn is over $10,000 a month.
Last week I threw an $8.00 voucher in to the recycle bin by mistake.
When I went to fish it out, one of the track managers started yelling at me.

I tried to explain that I was getting my own voucher, but she didn't want to here it and called security.
After arguing with the security guy for about five minutes he finally let me get my voucher.

One of the benefits of churning $10,000 a month is the I get a free buffet in the jockey club on weekends.

I just found out that the jockey club is sold out & that no arrangements were made to accomodate the regular customers.

I've said it before and this time I mean it.
Starting in June I'm going to go to the track on Thursdays only and taking only $10.00 to bet with.

I was thinking about going on Friday........maybe not........

[codysakic]

The tracks here in Texas are nothing to write home about. My home track Is Retama Park. I go there every week. I stick to the sports bar. The bartenders know me by name and what I drink. Its no frills but I like it that way. Lone Star Park is very nice. I was there last year for the Belmont Stakes.

Staff was nice and the concession prices were reasonable. Their sports book is spectacular. Like being in Vegas. I was really impressed with that facility. Sam Houston is just like Retama. No frills. What you see is what you get.

I did however visit Gulf Greyhound Park the other day. Its just outside of Houston. I hade a real good time there. Nice and quaint. I had to drive there to bet on the San Antonio Stakes in February. Retama had that nonsense with the simulcast dispute with Monarch.

[cnollfan]

Horsemen's Park, my local simulcasting facility which has live racing one weekend a year, treats me just fine.

Most years I try to go to Canterbury Park for the Dog Days handicapping contest. They treat me very well too.

25 years ago I tried to get a $2 Racing Form at Caesar's Palace in Las Vegas and for whatever reason the guy was sarcastic when I politely asked. I haven't forgotten.

[MONEY]

I was thinking about going on Friday........maybe not........
I guess that I complained enough.

Tomorrow they will let me and others with high churn enjoy the jockey club & buffet as long as we go before noon. I also have 2 reserved seats in the players lounge. I'll be there at 9 am & as usual I'll make advanced bets and leave about 2:30 pm.

Ralph, if you change your mind about going, PM me tonight & you could be my guest at the buffet & players lounge.