Blue Chip Club Problem

[PTCruizer]

I've been hesitant to post this because I wanted to give Celebrity ample opportunity to fix the problem. But seeing as though they haven't been able to, and won't communicate with me unless I call them, I thought I would see if anyone else has experienced this. I cruised on a third party casino offer on the Apex June 26th. We returned on July 3rd and two weeks later I called my TA to see if there were any other offers based on my play on the Apex. They informed me that they had not received notice of my play yet and they couldn't book another trip until they do. That's understandable, so I called BCC and asked about the record of my play from the Apex trip. They informed me that they had no record of me playing in the casino on the trip. I emphatically disagreed with them and asked them to please check with the ship to get this resolved. Long story short, It's been over a month since my first call with them and each time I call them, they act like they haven't heard of this problem. Each time, they promise to open an IT ticket to have it resolved within a few days and it never is. My call with them yesterday sounded promising since the BCC agent said she would send an urgent email to the head of casino operations, copying me, and that I should have a call from someone before the end of the day. Never saw an email and never received a call. My TA, has had no better luck on their end. 

 

Those of you that travel on Blue Chip Club offers know how important the record of play is. I'm convinced that they have lost the data and just won't tell me while they try to figure it out.  Celebrity is our favorite line and we've cruised a dozen or more times with them but I find this situation frustrating and I'm not sure where to turn now.

 

Has anyone ever experienced anything like this? Thanks.

[Ritanita]

We had this problem on the Edge just after it was launched.  We got all sorts of excuses.  The main one seemed to be that it took a long time to process.  

 

Since we cruise about 1x per year, we didn't try to book the next cruise for a while.

 

Good luck and keep up the pestering.

[CalTexCruiser]

Sounds like the casino play tracking system was not ready for prime time on the inaugural Apex cruise you were on.  I think some have suggested to sit down with the casino host at the end of the cruise to make sure one's play is tracked properly.

 

Totally understand your frustration as the casino offers can save lots of dollars on cruises.

 

I'll be on the last Apex cruise of the Med season (at a casino discounted rate) in a few weeks and will report back if I encounter similar issues.

 

[Treasure Hunter]

About four years ago this happened to me on the Eclipse. It was our first Celebrity cruise after many many years. They had no record of play after a 14 day cruise . Usual excuses that it takes time. They have to actually contact the casino on the ship not just look at the computer because the info was never put in the computer! Eventually after a number of calls a women who was a top host found the info and I’ve been in the system ever since. Don’t give up. It means that we get 30% off a nice suite. 

[FastandFurious]

Have not had the same problem but this why I make a point of introducing myself to the Casino Host both at the beginning and end of the cruise. Plus the CH has some comp authority during the actual cruise. Remember rule #1 Tip the staff in the casino. They keep a “file” on you. Good luck resolving your concerns. I would ask to speak to a BCC supervisor/manager. The call folks in Wichita and Miami are wonderful but they are essentially reservation clerks.

[WonderMan3]

Did you win any jackpots/get any handpays during the cruise? They would have a record of that for tax purposes which proves you were doing play in the casino and then clearly shows that they have an error in recording your play.

[PTCruizer]

Thanks for your replies. All very good suggestions. I did win a couple of hand pays so they do have those in the system. And, I always make it a point of meeting the host and spending time getting to know them. This cruise the host was Sylvia and we spoke every day. I know she had record of my play because we discussed discretionary comps on the final day of the cruise. If I had an email for her I would write her directly because I am sure she remembers me and my wife. There were very few regulars in the casino on that sailing.

 

If I have any resolution I will post what I find out.

[CalTexCruiser]

43 minutes ago, PTCruizer said:

Thanks for your replies. All very good suggestions. I did win a couple of hand pays so they do have those in the system. And, I always make it a point of meeting the host and spending time getting to know them. This cruise the host was Sylvia and we spoke every day. I know she had record of my play because we discussed discretionary comps on the final day of the cruise. If I had an email for her I would write her directly because I am sure she remembers me and my wife. There were very few regulars in the casino on that sailing.

 

If I have any resolution I will post what I find out.

 

This makes BCC's contention that they have no record of your play baffling, as 1) hand pays would be in the system, and 2) the host looked at your play on the final day.

 

Head scratcher here.

[dazey]

A few years ago we were playing with a woman in the casino and she was playing max and explained she did not realy care especially if she won but wanted to play enough for a free cruise.  At that time we were very new to how this worked.  At some point she called over a casino "boss" and showed them her playing was not calculating correctly.  No result.  So she then made a phone call to "an important person" and immediately got a major responseon the ship  to her issue.  From that situation I gathered that you must watch what is  being recorded and "knowing the right person" to contact.  She got what she thought was due her. We continued to be amazed at what she played and also what she earned! 

 

I still would not know who to call!  Interesting event to watch. 

[fstuff1]

9 hours ago, PTCruizer said:

 This cruise the host was Sylvia and we spoke every day.

I know she had record of my play because we discussed discretionary comps on the final day of the cruise

 

whats the formula for discretionary comps?

What % of my table play should i be expecting?

 

[PTCruizer]

14 hours ago, dazey said:

At some point she called over a casino "boss" and showed them her playing was not calculating correctly.

Interestingly, this happened on our cruise. I noticed that the tier credit counter was actually going backwards at one point. The slot tech explained that it had to do with the upload of data to the server and something about "lag time" while at sea. I didn't really buy it but after awhile I noticed a large jump in the tier credits so I figured he must have known what he was talking about. Now I wonder...

 

7 hours ago, fstuff1 said:

whats the formula for discretionary comps?

What % of my table play should i be expecting?

Wish I could help you with that one. They are very tight lipped about what goes into their secret sauce. I've heard that they look at the average bet, amount of time you play and even whether you win or lose. My formula is simple, I always take the amount of money the cruise would have cost me if I had paid for it and that's what I gamble. Most of the time, I'll make it through the cruise without losing it all. Once in awhile I'll even come out ahead. 🙂

[fstuff1]

3 minutes ago, PTCruizer said:

Wish I could help you with that one. They are very tight lipped about what goes into their secret sauce.

I've heard that they look at the average bet, amount of time you play and even whether you win or lose. My formula is simple, I always take the amount of money the cruise would have cost me if I had paid for it and that's what I gamble. Most of the time, I'll make it through the cruise without losing it all. Once in awhile I'll even come out ahead. 🙂

 

ahh..

 

for tables, what game did you play?

what was your avg bet and how long did you play?

and how much discretionary comps did you get?

 

as for me, i'm usually down at ship casino games but make up for it in poker vs other passengers.

 

[kwokpot]

9 hours ago, fstuff1 said:

whats the formula for discretionary comps?

While I don't have the actual formula I can tell you that for discretionary comps make sure whomever in your stateroom is the majority gambler that that person puts all cruise charges on their Seapass account. The Casino cannot comp charges that were made previous to boarding. IOW if you purchased the Internet package before boarding and wanted that comped based on your onboard play, they can't do that. On the other hand, if you purchased a Thermal Suite pass (or a spa treatment) on Board you can ask for that charge to be comped based on your play. Same thing with Specialty restaurant charges made on Board.