Pokerstars Macau Value Added accomodation

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Pokerstars Macau Value Added accomodation

Postby soulmekki » Sat Sep 10, 2011 10:34 am

Hello, I just wanted to explain my situation and hope to get an answer.

I was planning on going to the MPCC next October, to play the Main Event and other events. But I'll be in Europe for the WSOPE in Cannes and can be in Macau only on the 13th for the day 1B I booked my plane tickets this way, my plan then was to win the satellite for the package with 3 nights value added accomodation at Grand Lisboa for the 13th 14th and 15th.

I did get that package, but then I received an email from Pokerstars staff saying that when you win a package, you have to play the day 1A and the accomodation dates are for 11 12 and 13th. THIS WASNT WRITTEN ANYWHERE when I bought in for the satellite, I wouldnt have played it if I knew, I've won satellites for the Red Cup in the past and I was able to change my check in check out dates.

Anyway I think this abusive, I am told now that if I want to play the day 1B my value accomodation will be forfeited (but I can't play the day 1A!) because Pokerstars wants to encourage people to play the day 1A.

And just because of that, and that wasnt stated anywhere before; I simply lose what I have fairly won online without any good reasons to me; I know that thePokerstars Room can offer room at the Hotel Lisboa as it's cheaper for them, and I'm okay with that as long as I get accomodation. But I feel that forfeiting my whole accomodation is totally unfair.
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Re: Pokerstars Macau Value Added accomodation

Postby eleester » Sat Sep 10, 2011 1:28 pm

Hi there, understand and sympathize with your plight. But you mentioned you hope to get an answer. What answer do you expect from us? Think the answer that you needed was from Pokerstars and they have already made their stand. Maybe you can try to nego with them for better rates or something? Good luck for WSPOE and MPCC though. :)
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Re: Pokerstars Macau Value Added accomodation

Postby Brasstal » Sun Sep 11, 2011 4:00 am

Hi congrats on winning the package. Im prob not the right person for this so my 2 cents worth.

The accommodation is value added so they do have players put into a day of their choice. Of course forfeiting the value-added accommodation turns you into any other "customer/player" and you have a right to then select your starting day.

It happens really commonly when players are "sponsored" or are given free accommodation and seats, they are requeired by sponsors to play certain days etc so I feel this value-added situation is very similar.

Anyway, write to support@pokerstars.com for whatever assistance possible. I am confident they will handle it fairly and professionally.

Once again, congrats. =)

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Re: Pokerstars Macau Value Added accomodation

Postby soulmekki » Sun Sep 11, 2011 10:50 am

Hi and thanks both for the reply,

Actually as I've looked on the forum the same matter and had found that with a reply from fleung22.

viewtopic.php?f=6&t=6994

I posted so I could get some reaction from the Pokerstars staff as I feel it is pretty unfair, I can understand the fact that they require people to play a certain day, but at least they could just state it before. Also I did qualify a few months ago for the Red Cup and all was handled very professionally by Roberto Wong, makes me wonder why it has to happen this way this time.
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Re: Pokerstars Macau Value Added accomodation

Postby fleung22 » Thu Sep 15, 2011 6:30 pm

soulmekki wrote:Hi and thanks both for the reply,

Actually as I've looked on the forum the same matter and had found that with a reply from fleung22.

viewtopic.php?f=6&t=6994

I posted so I could get some reaction from the Pokerstars staff as I feel it is pretty unfair, I can understand the fact that they require people to play a certain day, but at least they could just state it before. Also I did qualify a few months ago for the Red Cup and all was handled very professionally by Roberto Wong, makes me wonder why it has to happen this way this time.


Hi soulmekki,

Apologies for delay in response.

First, congratulations on your package win!

I think this is really a matter of perspective. The question isn't about desire but availability. The Grand Lisboa Hotel is running at near capacity even during non-tournament times. Because of this, we need to lock up the room nights prior to the time when the online satellites actually run.

In the case of the MPC: Championship the nights are Oct 11-13th where the winners occur no cost. Fact is, there isn't even enough rooms to run this "value added" satellites for the entire online satellite campaign which is why we eventually have "seat only" satellites running at the same cost. This is basically a reward/bonus for those who qualify early. If the winners don't use the room nights as assigned, the charges are still incurred since they are pre-paid. Therefore, by changing the room night dates it actually requires additional funds (which are not budgeted) but the bigger issue is availability...there simply aren't rooms available.

I know it's probably not the answer you're looking for but the only other way to make it work is by reserving the entire Main Event duration (Oct. 11-17) to accommodate every possible schedule request. In this case, it would clearly not be feasable to have them all 'value added' and the cost would be to the players. Like I mentioned before, we previously tried to do a combination of player cost + value added but the satellites struggled to make the minimum prize pool to cover the package.

If the demand for more nights is there and players don't mind a larger buy-in satellite to cover then we will certainly try again sooner than later. However, the response from the masses is that players prefer "free" rooms and to find lower-cost solutions for additional nights.

In any case, I do wish you the best of luck in the event and hope this helps a bit.

Good luck,

Fred
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Re: Pokerstars Macau Value Added accomodation

Postby Afternoon » Thu Sep 15, 2011 6:45 pm

My 2 cents suggestion

Sell the 3 nights value added hotel stay online and use the money to purchase the required number of nights stay at others hotel. I think these amount should able to cover a 4-5 nights stay in a 4 stars hotel nearby. ie. President hotel or Beverly Plaza.

As for the changing of day 1a to day 1b, please approach Pokerstars Macau management team, I think they can help on this.
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Re: Pokerstars Macau Value Added accomodation

Postby 8ivan8 » Thu Sep 15, 2011 7:08 pm

"KONG WU KONG BO".
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Re: Pokerstars Macau Value Added accomodation

Postby MJFX » Thu Sep 15, 2011 8:03 pm

@Soulmekki,
im quite sure its stated somewhere the package is for day 1a, maybe a mouse click to check winning the sat leads to which main event day helps. =)

@ Fred,
With all due respect, i don't think you actually answer Soulmekki's concerns (his value added accomodation is forfeited).
i think this can be better handled by the management. Ppl fought hard to win packages in sats but to be "forced" to forfeit the value added incentives is quite a bad beat, and hard to take. We can understand the obvious reasons why day 1a is encouraged but personally i feel if you win day 1a seat, you should play day 1a but if u spend the efforts to write in and gentlely request to change to day 1b, you obviously have some schedule problems that are difficult to reconcile. i feel the management should try to help the players and accede to the request. (this won't cost any logistic issue). Encourage players to play day 1a is 1 thing and "punishing" (forfeit) them is another. Since soulmekki for obvious reasons cant play day 1a, i see no good reasons why his value add accommodation should be taken from him.

At the minimal, he should keep the same alloted stay dates (no availability issues) and he can find his own arrangement to swap accommodation. (that is what this kaki forum is for). That itself is already some hassle for the player which discourages people to play day 1b to some extent. Afterall, it should be in the interests of the players that comes first. hope we have a rethink by the ps macau management on this concern. For me is simple, i rather have a happy player playing day 1b rather than a not so happy player playing day 1a. I know my words are a little harsh but im sure that is the sentiment from the players involved and probably very fair.
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Re: Pokerstars Macau Value Added accomodation

Postby woshijingcha » Fri Sep 16, 2011 12:52 am

well said mjfx!
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Re: Pokerstars Macau Value Added accomodation

Postby soulmekki » Fri Sep 16, 2011 11:54 am

Thanks to Fred and MJFX for your replies. I don't often complain, especially when I know that it's hard sometimes for the managers to satisfy every customer but this time, as MJFX stated it, it's a pretty bad beat and it pisses me off.

1)The first issue is the Day 1A Day 1B thing. My flight arrives on the 12th in Guangzhou at 5pm, which makes it impossible for me to play day 1A. I get the Value Added which is worth 700$ forfeited for something that I couldn't know at that time and that I can't do anythng about.

@MJFX:
The Day 1A thing wasnt stated anywhere at that time, I double checked on the software after I got the confirmation email saying that I had to play Day 1A. NOTHING. Now after my complain, it has been changed by the staff。

i think this can be better handled by the management. Ppl fought hard to win packages in sats but to be "forced" to forfeit the value added incentives is quite a bad beat, and hard to take.


Exactly, most of the times, all poker websites will make "fake packages" with seat+cash. That's not really a package, they give cash so the buy-in is higher and the rake higher to get more rake from the people. That's not a satellite if I'm buying in to win cash, I can go play any MTT for that. Macau PS is actually making an exception and providing real packages that include accomodation, with Value Added. GREAT! Pokerstars Marketing campaign in all countries is to make the lambda player dream: buyin for a 1$ sng and get to the WSOP ME. And that's what a satellite is all about. Now as a customer, I feel pretty unhappy that I'm punished like that for something I didn't know.

2)The other issue is the accomodation thing.

I know the cost at the Grand Lisboa is high. I was unhappy with the fact that I couldn't change the accomodation dates for a simple reason. Last February, I won a package for the Red Cup, with 2 Value Added nights at Grand Lisboa. I get an email from PS Macau staff asking me for my Checki in and Check out dates and they even offer me something that really made me happy at that time: I was able to switch my 2 Grand Lisboa nights for 4 Lisboa Nights! Awesome, I was gonna stay almost a whole week and now I get more free nights in a fair hotel.

That's why I dont get it when now I'm told it's all prepaid, can't change anything etc...So yeah, right now, I really don't mind staying at hotel Lisboa for 3 nights 13, 14 and 15th (not asking to stay more nights just because the hotel costs twice cheaper than Grand Lisboa), actually after all the emails and posts on the forum, offering me that will make me really happy.I think offering Value Added at the lisboa would be wiser for PS Macau, cost is cheaper, and still makes a lot of people happy.

Now it that solution is not possible neither, I'll even go for the original dates which are 11 to 13. I arrive on the 12 in Macau and stay the 12th and the 13th in my room at the Grand Lisboa, after that I'll just get another place to stay at. This wouldn't cost anything to Pokerstars right, these are the original dates that are prepaid.

It's not my favourite solution because the dates are not the best but that I'll go for that. But now I'm offering two solutions for PS staff to make a customer happy, As long as I don't get forfeited my accomodation unfairly only because I'm playing Day 1B, I'll actually be satisfied!

I know it's hard to handle all customers problems, but I'm really feeling the way the situation is treated is abusive this time, for all the reasons I've stated before.

Hope that will change something,

Best
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Re: Pokerstars Macau Value Added accomodation

Postby MJFX » Sat Sep 17, 2011 1:51 am

Soulmekki, im sure pokerstars macau will give you a reasonable response.
gl, hope you can update us here.
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Re: Pokerstars Macau Value Added accomodation

Postby soulmekki » Sat Sep 17, 2011 4:50 pm

MJFX wrote:Soulmekki, im sure pokerstars macau will give you a reasonable response.
gl, hope you can update us here.


Sure I'll update you guys.
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Re: Pokerstars Macau Value Added accomodation

Postby fleung22 » Sat Sep 17, 2011 6:34 pm

Hi Soulmekki,

I understand your frustration. Let me clarify as there's really two points here.

1. Main Event Day

In some cases we really cannot change the Day 1 day for numerous reasons which would flip this discussion in a totally different place. However, in this case it's fine to switch to Day 1B. You can send email for this request at macau@pokerstars.net and if you can any issues please feel free to PM me.

2. Hotel Nights

I come from a customer service background and I'm a poker enthusiast myself so in every case I try to give the best solution possible while understanding I'm still running a business.

The case where you were able to switch the room nights before in February is case in point. That was a special request and a special change. It's not a standard, it was done because it was possible. We don't advertise this simply for the reason that it cannot be done all the time.

The popularity of Grand Lisboa Hotel is out of this world and there is less and less availabilty with each passing month. Just today I had a friend ask me to book a room and I said I couldn't. He then said he'd pay $5000 for a room and I said the same thing. Fact is, I couldn't justify a $5000 room to make up for a Value Added package but even if I could...there are NO ROOMS!

All online PokerStars satellites do show where the Qualifying Tournament winners go. In this case, the winners are directed to Tournament #425072020. Clearly, this is not so obvious for some users so we've changed some text in the the top-right box of the satellites to make it more clear. But even if it isn't obvious, the players have the ability to see what they are playing for before they register.

Because of our need to book/pay for rooms at Grand Lisboa so far in advance the days are set. Any change means additional cost for new rooms while wasting the spend on the booked rooms.

------------------

I'd like to think I'm not just a PS rep but a Kaki member myself so I empathize with you. I think what's angering you is the sense of "forfeit" and I see where you're going with this.

But try to see it from my perspective. There is no hidden cost to the players who are getting this Value Added hotel. It could be exactly like a Seat Only satellite which is arguably just as popular.

I'd like to think of PokerStars Macau as my home. And I'm saying my home has beds available from the 11-13th and I'd like to offer those beds to the players who support PokerStars, PokerStars Macau, and the Macau Poker Cup series. However, my place is full afterwards and I can't change that.

If you can't make it on those days then it seems a big tough to ask the person who's offering free rooms to suddenly pay for rooms at a different home.

I also aknowledge you're point about Hotel Lisboa vs. Grand Lisboa but I'm proud to be part of PokerStars Macau, proud of the great tournaments we run, and proud of an amazing hotel which blows first-time-Macau visitors away -- it's really a great poker experience which I try to provide.

In this case, I'm trying to provide a free-of-cost value to players and I'm not ashamed that there are some restrictions when doing so.

I really do wish you the best in Macau and the MPCC.

Best regards,

Fred
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Re: Pokerstars Macau Value Added accomodation

Postby MJFX » Sat Sep 17, 2011 9:52 pm

fleung22 wrote:Hi Soulmekki,

Because of our need to book/pay for rooms at Grand Lisboa so far in advance the days are set. Any change means additional cost for new rooms while wasting the spend on the booked rooms.

Fred


Personally, i know Fred is one of the nicest person around and we know he is a reasonable person.
But i'm really confused this quoted point.

If i understand correctly, i think Soulmekki is not requesting for any change of dates staying in Grand Lisboa, he is happy to keep his original allocated dates of 11th to 13th. there is no additional cost involved for ps macau. =)
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