Hard Rock Hotel & Casino Biloxi

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am attaching the email that was sent to the guest
Begin forwarded message: From: *** ***
Date: December 22, at 6:21:PM CSTTo: '*** ***' Subject: RE: Slot Machine dispute Mrs***, Thank you for your email below concerning the incident at the $Wheel of Fortune machine. I apologize for your experience and would like to further explain what occurred. The Wheel of Fortune machine you were playing recorded a “Reel Tilt” during one of the spins as you and your husband played. A reel tilt occurs when the game’s reels (wheels) are spinning and either a reel error is detected or a door open signal is received. The machine is programmed to stop the play when these signals are received as a protection against the possibility of tampering. It is to protect the integrity of the game for us, IGT (owners of the game), and our guests. Once the tilt is acknowledged by our personnel, the machine continues the game to the same result as would have happened if there had been no tilt. Your machine was checked by our personnel and by an Agent with the Mississippi Gaming Commission to ensure that when the reel tilt was properly cleared, that the result of the game was valid and what you would have won had the tilt never occurred. I sympathize with your disappointment, but hope you will feel confidence that the final outcome of the game was accurate. If you remain unsatisfied with the explanation, the Mississippi Gaming Commission will take a report and further investigate for youMrs***, I can assure you that game integrity is of the highest priority for the Hard Rock Casino, our industry and our regulators. Again, I apologize and hope you will give us another chance to deliver a better experience in the future. Sincerely, ***,
*** ** *** Executive Vice President & General Manager Hard Rock Hotel & Casino Biloxi Beach BlvdBiloxi, MS, 39530http://www.hardrockbiloxi.com/ E-mail: ***@hardrockbiloxi.com Direct Line: +1-228-***; Main Line: +1-228-*** Fax: +1-228-***

From: *** *** Sent: Wednesday, October 15, 5:PMTo: 'C***@EMEPA.com'Subject: Hard Rock Hotel & Casino Biloxi
Mrs***,
I have spoken with the front desk agent in regards to your specific reservation. I am very sorry for the misinformation that she provided to you as to why we did not have your room type available. While the hotel does not guarantee specific room types, I personally will take care of your reservations and see to it that you get the room type that meets your request this weekend and going forward. Please feel free to contact me directly after you’ve made reservations and I will take it from there. Thank you for choosing Hard Rock Biloxi and I look forward to possibly meeting you on your next visit
Kind Regards,
*** ***
Front Office Manager
Hard Rock Hotel & Casino Biloxi
Beach Blvd. Biloxi, MS, 39530http://www.hardrockbiloxi.com/
E-mail: ***@hardrockbiloxi.com
Direct Line: 1-***; Main Line: 1-228-276-
Fax: 1-228-276-ROLL (7655)

We are governed by the Mississippi Gaming Commission and they have already responded to this complaint I am attaching the finding from the Mississippi Gaming Commission.Thank you

I am attaching the email that was sent to the guest Begin forwarded message: From: *** *** Date: December 22, at 6:21:PM CST To: '*** ***' Subject: RE: Slot Machine dispute Mrs***,
Thank you for your email below concerning the incident at the $Wheel of Fortune machine. I apologize for your experience and would like to further explain what occurred. The Wheel of Fortune machine you were playing recorded a “Reel Tilt” during one of the spins as you and your husband played. A reel tilt occurs when the game’s reels (wheels) are spinning and either a reel error is detected or a door open signal is received. The machine is programmed to stop the play when these signals are received as a protection against the possibility of tampering. It is to protect the integrity of the game for us, IGT (owners of the game), and our guests. Once the tilt is acknowledged by our personnel, the machine continues the game to the same result as would have happened if there had been no tilt. Your machine was checked by our personnel and by an Agent with the Mississippi Gaming Commission to ensure that when the reel tilt was properly cleared, that the result of the game was valid and what you would have won had the tilt never occurred. I sympathize with your disappointment, but hope you will feel confidence that the final outcome of the game was accurate. If you remain unsatisfied with the explanation, the Mississippi Gaming Commission will take a report and further investigate for youMrs***, I can assure you that game integrity is of the highest priority for the Hard Rock Casino, our industry and our regulators. Again, I apologize and hope you will give us another chance to deliver a better experience in the future. Sincerely, ***, *** ** *** Executive Vice President & General Manager Hard Rock Hotel & Casino Biloxi Beach BlvdBiloxi, MS, http://www.hardrockbiloxi.com/ E-mail: ***@hardrockbiloxi.com Direct Line: +1-228-***; Main Line: +1-228-*** Fax: +1-228-***

Complaint: [redacted]
I am rejecting this response because:
I appreciate your quick response and your offer of the reduced rate, however it is important to me that you do not view this complaint as a measure to simply get something cheaper. The most important part of your initial response is addressing correction of the problem. I would like to know what measures your front desk manager will be taking to prevent this from happening again. We want to make our reservations for this same event next year, but do not want to risk missing out two years in a row.
Regards,
[redacted]

This is what I sent to the guest.
 
Good Morning Mrs. [redacted],
 
Thank you for your feedback- I greatly appreciate it. At Hard Rock...

Biloxi, we strive to provide each of our guests with the best possible service, and when someone such as yourself feels that we have failed to meet your expectations, it’s important for us to know.
We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you.  I would like to apologize that you did not get your desired room.  We try our best to honor all requests for room type and location, however it seems we failed this time. And I want to apologize that you were given incorrect information about us being sold out for the weekend.  We did have rooms available, however, we did have some guests that extended their stay.  I have spoken with the Front Desk Manager about the situation so this does not happen again.
I noticed that you have a reservation scheduled for October 15th for 1 night, I have reduced the rate to $[redacted].00
Your patronage is important to us, and I hope that you’ll give Hard Rock Biloxi the opportunity to serve as your host in the near future. 
Thank you again for your candor in bringing the matter to our attention.
Sincerely,
 
 
[redacted]


Reservation Manager
Hard Rock Hotel & Casino Biloxi
777 Beach Blvd.  Biloxi, MS, 39530http://www.hardrockbiloxi.com/
E-mail: [redacted]@hardrockbiloxi.com
Direct Line: +1-228-[redacted] ext. [redacted]; Main Line: +1-228-374-7625
Fax: +1-228-276-7655

We are governed by the Mississippi Gaming Commission and they have already responded to this complaint.  I am attaching the finding from the Mississippi Gaming Commission.
Thank you.

Complaint: [redacted]
I am rejecting this response because: I hear where you're coming from but look at where I'm coming from .I sit down at a machine put my money in it gamble at your facility (eat at the worst buffet I have ever had in my life) and the wheel hit the thousand dollars first before it tilted that should not be my problem it should be your problem. (do you find it funny that it hit on the thousand credits and not any other number) I should be awarded the money no matter what the outcome was. I feel as a consumer I got screwed but you're protected. I also find it funny that you wait until I file a complaint with the Revdex.com to respond to me after sending  several emails to corporate office and being ignored. I also asked several times that night for a business card of the manager of the can say no and was refused that and given a totally different business card.  I also find it funny that the investigation is also in your favor. Im sorry it's not fair and every body that I was around that evening customers agreed with me and every body that I tell the story to agrees.  with me. Basically I'm just given a pat on the back saying sorry tough luck that's how I feel! I will definitely make sure everyone I know avoids your casino and other Hard Rocks. 
Regards,
[redacted]