Cas

[vandals04]

I just want to express how frustrating CAS is to deal with. We booked a category IX for our upcoming Epic sailing and were given an ID cabin. When I looked online I noticed that IC is still available for the same price as my original IX booking so I called to upgrade. The CAS representative insisted that if I booked the IC the cruise line would still put me in the ID cabin because it was the only inside cabin left on the ship. I asked what would happen if I booked the guaranteed cabin online and he informed me NCL would place me on a waiting list. He even claimed that he tried to book me in the IC but I was still placed back in the ID cabin. Considering NCL has a department dedicated to casino players its ridiculous how poor they treat their players.

I actually called back later on and was told by another rep that the IC I saw available just wasn't part of their allotment. I was 100% satisfied with this answer but just don't understand why the previous rep was so condescending.

When I travel to land based casinos a big part of my decision is based on how I am treated by the hosts and staff. CAS could be bringing in a lot of potential players but not with this kind of treatment.

[anthem]

As you probably know - everything in CAS is relative just like the land based casino's. The bigger the player, the easier everything is spoken for in CAS. CAS has a lot more limits than a land based casino marketing, but by and large the same rules apply - the larger the player, the more they get. But they are always in a bind when someone asks/demands/requires something beyond what they are able to provide based on rated play/etc. They have to delicately tip toe around it.

 

The key for marketing is how they can make the people on the end of the spectrum feel like they are getting as good attention/service/etc as the other end. And perhaps they have failed that in their dealings with you.

[vandals04]

This wasn't an issue of me getting what I want - I was 100% satisfied when I received an honest answer. Dealing with players is a lot different the dealing with cruise customers. It doesn't seem like the staff working for CAS have any experience in the gaming industry.

[anthem]

This wasn't an issue of me getting what I want - I was 100% satisfied when I received an honest answer. Dealing with players is a lot different the dealing with cruise customers. It doesn't seem like the staff working for CAS have any experience in the gaming industry.

 

 

Oh, but I think you're mistaken. They know exactly what they are doing - you just maybe don't like the responses. I have never had an issue with them and it has always been very professional and efficient. They find out who you are and can tell you what you qualify for. You determine what you want and they either comp the entire thing, offer a discount, or say "no they can't do it". They aren't a travel agent and the mistake people have is thinking that they are a full service travel agent.

 

My guess is that they get a block of rooms that they can book into things. They get them at a special negotiated casino rate. They have available into other rooms if they are out of their casino bloc, but then things get a bit dicier. You have to be a player they want and will go out of their way to get that special room if its out of their bloc and they've maxed out their allocation but it can be done. Also, I think the rooms are block'ed in general classes. As in inside room, balcony, mid-ship, suites, etc. It is tough to get an exact room (though not difficult to change within class after booking) based on class of room.

 

I think your difficulty is that you wanted a higher room within a particular class. A) I don't think they like to deal like a travel agent and change based on rooms within a class (they just classify inside cabin). (again unless the player is large enough to justify dealing with B) it may or may not be in their block, but I think its more likely that they don't determine what "inside cabins" are in the block to begin with.

[che5904]

I just want to express how frustrating CAS is to deal with. We booked a category IX for our upcoming Epic sailing and were given an ID cabin. When I looked online I noticed that IC is still available for the same price as my original IX booking so I called to upgrade. The CAS representative insisted that if I booked the IC the cruise line would still put me in the ID cabin because it was the only inside cabin left on the ship. I asked what would happen if I booked the guaranteed cabin online and he informed me NCL would place me on a waiting list. He even claimed that he tried to book me in the IC but I was still placed back in the ID cabin. Considering NCL has a department dedicated to casino players its ridiculous how poor they treat their players.

I actually called back later on and was told by another rep that the IC I saw available just wasn't part of their allotment. I was 100% satisfied with this answer but just don't understand why the previous rep was so condescending.

When I travel to land based casinos a big part of my decision is based on how I am treated by the hosts and staff. CAS could be bringing in a lot of potential players but not with this kind of treatment.

 

They were both saying the exact same thing as far as I can see. They just phrased it different and therefore you understood the 2nd one. It sounds to me like when the first one said "because it was the only inside cabin left on the ship", I would have taken that to mean available for CAS guests.

 

CAS on the ship is not the same as land based casinos, if you don't book, there will always be someone else to take your place, possibly a higher player. They don't depend on their CAS guests as their money maker like a land based casino would. They get money as well from bar sales, bingo sales, liquor clinics, etc etc.

 

Any customer is important but I have to agree with Anthem that anyone that qualifies only for an inside may not be on the top of CAS' priority. Not saying it's right or it isn't their priority, just it may not be.

[anthem]

CAS on the ship is not the same as land based casinos, if you don't book, there will always be someone else to take your place, possibly a higher player. They don't depend on their CAS guests as their money maker like a land based casino would. They get money as well from bar sales, bingo sales, liquor clinics, etc etc.

 

Agree with the rest, but wanted to point this out. CAS is a separate entity from NCL in that they operate as a separate P&L from NCL. Not even sure if CAS is owned by NCL or owned by Apollo management (which owns 50% of NCL but also owns pieces of Harrahs, etc). Anyhow, CAS acquires blocks of rooms from NCL at preferential rates (similar to land based casinos/marketing) and comps/sells/markets them out. Their P&L is strictly based on casino revenue, expenses and room/marketing comps (including drinks which they have to buy from the cruise line). The alcohol, shoreex/etc on the rest of the cruise have nothing to do with them.

[che5904]

Agree with the rest, but wanted to point this out. CAS is a separate entity from NCL in that they operate as a separate P&L from NCL. Not even sure if CAS is owned by NCL or owned by Apollo management (which owns 50% of NCL but also owns pieces of Harrahs, etc). Anyhow, CAS acquires blocks of rooms from NCL at preferential rates (similar to land based casinos/marketing) and comps/sells/markets them out. Their P&L is strictly based on casino revenue, expenses and room/marketing comps (including drinks which they have to buy from the cruise line). The alcohol, shoreex/etc on the rest of the cruise have nothing to do with them.

 

Is this based on fact that you know or belief. I'm pretty sure even if as you say NCL did not own CAS that they would get a cut. In the same way that our local casino is not owned by the area it sits in but they get a good chunk of money for allowing them to be there. But either way my point was only to say that land casinos (such as AC) depend on their casino to bring guests to spend money in their establishments and the ship doesn't.

[anthem]

Is this based on fact that you know or belief. I'm pretty sure even if as you say NCL did not own CAS that they would get a cut. In the same way that our local casino is not owned by the area it sits in but they get a good chunk of money for allowing them to be there. But either way my point was only to say that land casinos (such as AC) depend on their casino to bring guests to spend money in their establishments and the ship doesn't.

 

Here we go again. I think we had a previous discussion where you asked whether something was whether you "believe" in or whether it was "fact". . ..

 

I know for a fact that MANY casino hosts/marketing arms are completely run as a separate PL from the land based casinos that they are associated with. Most have shared ownership but some even have no affiliation whatsoever. This trickles down from the top of the ownership of the casino marketing arm down to the individual host. Hosts have their own P&L - what they give away in comps has to be less than what they have spent in comps. When they comp you a room at a land based casino say Bellagio, Wynn, NYNY, Borgata, Harrahs, etc , it costs the hosts X dollars (discounted). He makes that back in theoretical winnings with the casino based on your play while there. The casino and hosts make back a bit more than theoretical winnings because many people don't play to the max theoretical edge (outside of slots) but thats irrelevant to the discussion.

 

Now, the question is why is it done this way ? In most land based casinos', the hotel is a separate P&L from everything else. This is most evident in say the Venetian. It makes more money from everything else than the casinos (rack rate on rooms, convention center traffic, restaurants). The casino is just another component to the entire thing. In NCL's case, the boat is the hotel. They make their money on drinks, photo sessions, shore ex, etc. The casino is leased and books rooms from them but the casino revenue is booked elsewhere. Call CAS up and ask them whether they make any money on drinks they are giving away. They don't. It costs them on their bottom line (not the full amount - but maybe like $1/drink.

[che5904]

Here we go again. I think we had a previous discussion where you asked whether something was whether you "believe" in or whether it was "fact". . ..

 

.

 

Actually I ask because I was interested in what you had to say, I never knew "CAS is a separate entity from NCL in that they operate as a separate P&L from NCL". I'm sorry I don't recall the discussion but then again I'll believe you if you have heard me say this before. If someone says something that peaks my interest, I will ask if it is fact or a belief. Belief is something I can take with a grain of salt and research further if I wish to know the ins and outs.

 

I didn't bother reading the rest of your post, I have now lost interest in anything from someone that obviously has a chip on their shoulder when someone asks them something. :mad:

[anthem]

I didn't bother reading the rest of your post, I have now lost interest in anything from someone that obviously has a chip on their shoulder when someone asks them something. :mad:

 

<chuckle> I mention that because it seems like when someone posts a correction to your assertion you respond with a "is this based on fact or your belief". Perhaps I'll try that as a lead on comment when I see something from you as well :)

[che5904]

<chuckle> I mention that because it seems like when someone posts a correction to your assertion you respond with a "is this based on fact or your belief". Perhaps I'll try that as a lead on comment when I see something from you as well :)

 

Go for it. But you will notice in most of my posts. I use the words, possibly, IMO, I've read, some people say, I think, may be, etc. You used the words "CAS is a separate entity". Like it was fact and it may very well be, I really have no idea which as I said why I was asking. Because if it was, it was something I was interested to know. And if I do write something that sounds like fact, I don't have an issue in the world with someone asking me what my statement is based on.

 

BTW I didn't look at your post as "a correction", I just looked at as further information to my post. Sorry I didn't know you were correcting me.

[anthem]

You used the words "CAS is a separate entity". Like it was fact and it may very well be, I really have no idea which as I said why I was asking. Because if it was, it was something I was interested to know.

 

That IS a fact. CAS is a separate legal entity. They are a "travel agent partner" of NCL and make their profit completely separate than NCL.