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February 19, 2006

Hooters Casino Hotel blog “not appropriate” place for customer service issues

customer adventures, blogs and podcasting — by TDavid @ 3:57 pm PST
New! F = please no more posts like thisD = not among your best stuffC = average postB = good post, I liked itA = great post, please create more like this (Hmm, no ratings yet)
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The former Hotel San Remo on Tropicana in Las Vegas is busting out, pun intended, as the very first Hooters Casino Hotel. Check it out, they have a blog.

Hooters Casino is 'blogging'

Seems to be mostly pictures of the launch so far, no RSS feed, no trackbacks and not even hosted on the same Hooters Casino Hotel domain but it does have comments and permalinks. I know some people get annoyed by people trying to say what is and isn’t a blog but this is close enough for me. This site is very orange-inspired (the Hooters motiff) and is Flash-ridden. The country music doesn’t really fit very well either, so turn your speakers down before entering.

One commenter, CJ, said that they deleted his negative comments about the new hotel on the blog and then “hooter guy” commented back:

Thanks for posting again. Yes, I took down your post yesterday because it was a customer service issue and not appropriate for this blog. As soon as it was posted I sent it to the “proper authorities.” I PROMISE you’ll get a response.

I’m sorry you had a poor experience at Hooters Casino Hotel, but I assure you we don’t hide from negative feedback and we take it very seriously. Again, you can expect a response to your concerns in the very near future.

The “proper authorities” verbiage sounds a bit odd to me (bad joke?). I wonder if they are taking down positive customer service issue comments on their blog too? Seems like if you are going to take down the negative ones because they aren’t “appropriate” for the official blog, then positive ones probably aren’t appropriate either?

Makes me wonder what kind of comments can be made on an entry titled: “More Grand Opening” that aren’t customer-service related? Does this mean we cannot comment on double D sightings there?

Seriously, companies who setup an official blog should at least strongly consider a comments policy as part of their Grand Opening (theirs has none that I could see). As of this writing, I see they let a spam comment get through, but deleted a customer complaint?

I’m in the mood for an Orange Julius after visiting their site and blog.

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