MLIFE FAIL

[cmoney]

This isnt a big issue and most will find it boring, but I find it incredible how many of these type of fails I find with casinos in Vegas. I mean it is so obvious that you are wasting money and wasting your customers time.

So booking a room on mlife.com is easy enough. However, the lolz start when you try to cancel. First off, you cant cancel online which is already a huge fail for obvious reasons. So I call the 800 number that is on my Mlife room reservation email. I push one for reservations and then hit another button to select the hotel. I then get transferred to reservations at the hotel (in this case it was Aria). They ask for my confirmation number, last four of credit card. She then tells me she cant help because I need to go through Mlife so she needs to transfer me lol. So I get transferred and now on hold for 10 minutes. I finally get someone on the phone and explain i need to cancel and finally get my reservation cancelled.

I thought maybe i missed something. So i asked her if i could cancel online. She told me that some people are allowed to but the vast majority can not. She also told me the cancellation of the room most likely wont show up when i login to Mlife. But no worries because she was going to send me an email confirmation as proof. I asked her why the cancellation wouldnt show up in my online account and she said " for some people it does and some people it doesnt."

The MLife is a huge program that is used by god knows how many times per day. They are losing 100s of thousands of dollars by having to get real people involved in this process. unreal

[DaGreek23]

MLIFE should bow down to CMONEY. C$=GOD! Funny enough I think with Total Rewards Reservations they transfer you to the Philippines in order to help you book a room. I think Druff confirmed this a few times. I called them in regards to information on rates for suites for a property not too long ago and they said they couldn't check suite rates on their system. Total fail.

[4Dragons]

I mean from the marketing perspective I can see how booking a room you want the customer to be able to do it very easily, but to cancel you would want that customer to have human interaction as a retention method and to see if you can save the sale. Not to mention trying to solve whatever the issue was in the first place to make the transaction 'right' with the customer. I mean for every cancellation that was inevitable, like having dates changed for arrivals, they could maybe save 1 in 3 cancellations just by hearing what the reason for the cancellation was.

[cmoney]

MLIFE should bow down to CMONEY. C$=GOD! Funny enough I think with Total Rewards Reservations they transfer you to the Philippines in order to help you book a room. I think Druff confirmed this a few times. I called them in regards to information on rates for suites for a property not too long ago and they said they couldn't check suite rates on their system. Total fail.

I am actually more or less a peon to them nowadays. I dont gamble anywhere the limits I used to which is why i use mlife.com versus calling a host. But I guess the limited action i give them is enough to keep getting free room offers.

If bet big on something, it is sports which does nothing for them.

[cmoney]

I mean from the marketing perspective I can see how booking a room you want the customer to be able to do it very easily, but to cancel you would want that customer to have human interaction as a retention method and to see if you can save the sale. Not to mention trying to solve whatever the issue was in the first place to make the transaction 'right' with the customer. I mean for every cancellation that was inevitable, like having dates changed for arrivals, they could maybe save 1 in 3 cancellations just by hearing what the reason for the cancellation was.

This makes sense. However, they dont try to retain . They didnt even ask me why I was cancelling. It is just a bunch of fail that is so easily fixable.

[MumblesBadly]

I mean from the marketing perspective I can see how booking a room you want the customer to be able to do it very easily, but to cancel you would want that customer to have human interaction as a retention method and to see if you can save the sale. Not to mention trying to solve whatever the issue was in the first place to make the transaction 'right' with the customer. I mean for every cancellation that was inevitable, like having dates changed for arrivals, they could maybe save 1 in 3 cancellations just by hearing what the reason for the cancellation was.

I've been trying to do this with some websites I registered some years ago through Google, and my repeated attempts to cancel them online don't get processed. It's only costing me $30 a year but that's a "fightin'" amount for anyone who hears of Druff's persistence in getting paid for such injustices.

[4Dragons]

I mean from the marketing perspective I can see how booking a room you want the customer to be able to do it very easily, but to cancel you would want that customer to have human interaction as a retention method and to see if you can save the sale. Not to mention trying to solve whatever the issue was in the first place to make the transaction 'right' with the customer. I mean for every cancellation that was inevitable, like having dates changed for arrivals, they could maybe save 1 in 3 cancellations just by hearing what the reason for the cancellation was.

I've been trying to do this with some websites I registered some years ago through Google, and my repeated attempts to cancel them online don't get processed. It's only costing me $30 a year but that's a "fightin'" amount for anyone who hears of Druff's persistence in getting paid for such injustices.

lodge a complaint by going over google's head: https://www.icann.org/

[Dan Druff]

MLIFE should bow down to CMONEY. C$=GOD! Funny enough I think with Total Rewards Reservations they transfer you to the Philippines in order to help you book a room. I think Druff confirmed this a few times. I called them in regards to information on rates for suites for a property not too long ago and they said they couldn't check suite rates on their system. Total fail.

Philippines handle "regular" customers, while the US office (based in Vegas) handles "VIP" customers (Diamond and Seven Stars).

If you are Diamond or Seven Stars, ALWAYS make sure to enter your Total Rewards # when calling in to the Caesars 800 number, or you will be routed to the fail Philippines.

If you get the Philippines anyway (or are not Diamond or Seven Stars), simply asked to be transferred to the US, and they usually will do it.

[Dan Druff]

I mean from the marketing perspective I can see how booking a room you want the customer to be able to do it very easily, but to cancel you would want that customer to have human interaction as a retention method and to see if you can save the sale. Not to mention trying to solve whatever the issue was in the first place to make the transaction 'right' with the customer. I mean for every cancellation that was inevitable, like having dates changed for arrivals, they could maybe save 1 in 3 cancellations just by hearing what the reason for the cancellation was.

I've been trying to do this with some websites I registered some years ago through Google, and my repeated attempts to cancel them online don't get processed. It's only costing me $30 a year but that's a "fightin'" amount for anyone who hears of Druff's persistence in getting paid for such injustices.

Charge them back on your credit card.

[Dan Druff]

This isnt a big issue and most will find it boring, but I find it incredible how many of these type of fails I find with casinos in Vegas. I mean it is so obvious that you are wasting money and wasting your customers time.

So booking a room on mlife.com is easy enough. However, the lolz start when you try to cancel. First off, you cant cancel online which is already a huge fail for obvious reasons. So I call the 800 number that is on my Mlife room reservation email. I push one for reservations and then hit another button to select the hotel. I then get transferred to reservations at the hotel (in this case it was Aria). They ask for my confirmation number, last four of credit card. She then tells me she cant help because I need to go through Mlife so she needs to transfer me lol. So I get transferred and now on hold for 10 minutes. I finally get someone on the phone and explain i need to cancel and finally get my reservation cancelled.

I thought maybe i missed something. So i asked her if i could cancel online. She told me that some people are allowed to but the vast majority can not. She also told me the cancellation of the room most likely wont show up when i login to Mlife. But no worries because she was going to send me an email confirmation as proof. I asked her why the cancellation wouldnt show up in my online account and she said " for some people it does and some people it doesnt."

The MLife is a huge program that is used by god knows how many times per day. They are losing 100s of thousands of dollars by having to get real people involved in this process. unreal

I often can't cancel online with Total Rewards, either.

Sometimes I can, sometimes I can't. Never figured out why.

I agree that this is a big fail, and it's even worse with MLife than Total Rewards, where any rep can cancel for you.

I have a feeling they make it difficult to cancel because they want you to come to Vegas and lose money.