The Road to SnowFest

[sdot1989]

Looks like you should be getting some form of compensation atleast. Doesnt really make up for teh shit treatment but its still something for nothing as you still got to play in snowfest anyway.

[Barnfather]

I emailed Pokerstars asking how long I could expect to wait for a reply to my email. Their response:

This issue has been escalated to the person from the EPT Team in charge of these matters and they will provide you with a reply as soon as possible.

We apologise in advance for the wait, however, we cannot give you a time frame for the response. I hope for a quick resolution of your issue and thank you for choosing PokerStars.

There could be an 'easter' factor in here, if it has been escalated to a specific person.

I work on projects funded by the EC, and have not had any responses from our project officer in brussels over the last week or so - partly, i assume because lots of people are taking time off.

Just a thought

[Gus Mango Fish]

Finally, 16 days after emailing Pokerstars they reply!

---
Hello Matt,

Thank you for your email and apologies for a long response time.

We are sorry the inconvenience you have experienced at EPT Snowfest regarding your room quality and for not having been moved to another room as requested.

We will be improving the management of room referrals on-site in future, in order to ensure that this does not happen again.

With regards to the sub-standard hotel rooms, please note we are aware of this and are discussing this matter with the hotel. We will also forward the specific complaints with regards to your room on to them.

Unfortunately, we cannot offer you a refund for the room, as PokerStars was charged by the hotel the set cost of 2200 € per player per room.

In way of an apology we can offer you a free room upgrade (if available) at the next EPT that you qualify for. Please remind us about this at the next EPT event.

We apologise again for the inconvenience and hope for your understanding.

Regards,

Mojca H
PokerStars Live Events Team
---

So, as I predicted they've passed the buck. The hotel say they can't speak to me as Pokerstars paid for the room. And Pokerstars say they can't refund me the difference between the €2,200 and the actual value of the room because that's what the hotel charged them. Catch 22.

[tfeilding]

That sucks.

Plus a room upgrade next time might be an upgrade from the Sub-Basement Boiler Room to the Basement Pipe Room.

[TomPich]

That sucks Matt. lol @ using it as a way of keep you on their site lol i.e. if I qualify again I get a feww upgrade lol although not much of an incentive at all.

[Gus Mango Fish]

That sucks.

Plus a room upgrade next time might be an upgrade from the Sub-Basement Boiler Room to the Basement Pipe Room.

Yep, and judging by their previous form, I wouldn't be surprised if they've marked me down to be allocated the shittest room possible if I ever qualify in future, in anticipation of me asking for the "free" upgrade (that I'd have paid for twice by then!).

For a company that prides itself on their customer service, I think this has been ridiculously shoddy.

fwiw, I emailed back saying their response was completely unacceptable, and I want the difference between the prize I won and the true cost if everything was booked seperately.

[DaMatrix]

I think you should try to qualify for EPT Monaco. I'm sure the room upgrade will be worth it lol

[Gus Mango Fish]

I think you should try to qualify for EPT Monaco. I'm sure the room upgrade will be worth it lol

I doubt I'm ever going to try and qualify for another EPT package through Pokerstars. This whole fiasco has totally put me off having another attempt.