MGM Grand Detroit — discrimination and rude behavior
Written letter to Casino
George P. Corchis, President & COO of Regional Operations for MGM
Steve Zanella, GM of MGM Grand Detroit
Mike Cox, Attorney General of Michigan
Casino Complaints Manager name not stated for confidentiality.
Upon entering the casino your security guards were not so friendly. Usually at Casinos I frequently visit such as Palms, Caesars Windsor, etc, the security guards at the door are usually are really friendly. However this isn’t the focus of my complaint.
I was unsure if I had a players card with MGM so my husband and I waited in line at the Casinos service desk to sign up for a card or verify that I have one. I would have to describe the woman that assisted me as I do not have her name as a tall slim African American lady working the left hand side (my view) kiosk.
At approx 12:30am she yelled out “Next” with no smile. I approached the desk with my ID ready and said politely “ I would like to apply for a players club card, or I am not sure if I have one already”. I had my ID in my hand ready to give to her. She looked down at my ID, then looked away and started shuffling papers and didn’t say anything. So I proceed to put my ID down on the counter to patiently wait for her assuming she would pick it up when she is ready. She looked at me right after I put the ID down and said “I need your ID Please” She knew it was sitting right there on the counter top where she could of easily picked it up herself. Keep in mind when she is talking to me there is no smile or friendliness what so ever with a very rude tone. She stuck her hand out with a unpleasant facial expression waiting for me to pick it up off the counter and hand it to her directly, which I did. She then entered in my info and said “you already have a players card” When I keyed in my number I made a mistake and entered the numbers in to fast, she said in a very rude tone, “you need to do it again you didn’t enter it right” To my surprise, she rolled her eyes at me. At this point I am getting very frustrated and feeling very uncomfortable with her behavior, rudeness and attitude toward me when I had been completely friendly and nice to her. I did not cause a scene I proceed to take my card and walk away without saying a word. She then said loudly in a very condescending tone as I walked away “Thank You”. I do not know what she had against me or why she felt the need to treat me like she did, I had done nothing to her to deserve they way I was treated. I observed the way she treated the couple a head of me, and she smiled and was respectable to them but not me…I didn’t get even one slight smile or nice tone.
My husband was standing next to me the entire time. We then approached the elevator to go up and see Ignite lounge, a bunch of African American women and men were so loud, we could even hear them before the elevator doors opened. When the doors opened they all went completely quiet and stared at me up and down and my husband. The one woman yelled out “who does that white blonde haired B%#$h think she is, she ain’t nothing here” They all started laughing obnoxiously, clapping and stomping. As I walked away I am sure they were chanting more racist comments, I just tuned them out. I did nothing to them to deserve that treatment. I know your customers in your Casino is out of your control, but I wanted to express my whole experience.
We had played a few games prior to this, and were going to play more but after what happened above, I just wanted to leave your casino. I feel I was discriminated upon, and treated very rudely by both staff and customers. I have never been treated like this elsewhere. My husband and I just wanted to observe your Casino for the first time as we were interested in staying at your hotel in the future as well as gambling, and attending a nightly event. This was clearly not a pleasant experience.
I sent this letter via email and mailed in Oct 2010, it to all the 4 individuals above. I did not hear back from anyone of the 4 people this letter was addressed to and it is now February 2011. My phone number, address and email address was written on each of the letters.
I followed up with the Casinos Complaints Manager that I specifically addressed the email and one of the letters too today about the complaint, she said she did not receive complaint. I find that hard to believe when this complaint was physically mailed to her back in October 2010, and emailed to her at two email addresses provided [protected]@det.mgmgrand.com & [protected]@xxxxx.com. I find it very unprofessional to advise to email it to an email address that is outside/non related to MGM “[protected]@xxxxx.com”.
Her solution was to offer me a $9 credit on my players club card which was a complete insult, not even addressing the issue at hand. Nothing was accomplished but her making me feel more angered about the situation.
They did not seem to care or want to be involved with my complaint at all. Unethical, discriminatory, practices if you ask me. Will stick to the Casinos in Vegas.
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