Apr 21
Vegas Encore: Part Two
After my heavenly meet and greet with Ricky Martin, Brittany graciously escorted me to my upgraded VIP seat–and what an upgrade it was! Plush banquette seating just a few steps above the stage, offering a perfect unobstructed view along with table service for ordering cocktails and snacks.
As I settled into my seat, I noticed a familiar face nearby– longtime Fox 5 New York anchor Rosanna Scotto.
All smiles with Fox 5 NY anchor Rosanna Scotto. One of the highlights of my trip!
The last time I had seen her was years ago during my own days in TV news, when she graciously took the time to meet me and offer career advice. She greeted me warmly, sharing that she got married at The Pierre when I told her that’s where I am now. Rosanna had just come from interviewing Ricky for an upcoming special and confided that he had pulled a leg muscle so he was receiving acupuncture to get through the show that night. Of course, Ricky at 80% is like other entertainers at 100%.
Despite a pulled muscle, Ricky was in his usual fine form. Wepa!
This was my fifth time at ALL IN and it was just as epic as I remembered. After almost 20 years of seeing Ricky live, I have to say this is one of his most dazzling productions ever. Amazing choreography and the set list is a perfect mix of his English and Spanish hits, with a few perfectly pitched nods to iconic Vegas performers. At 46, Ricky more than matches the energy of his younger dancers and, yes, he looks mighty fine and fit! In his recently aired Fox 5 interview with Rosanna Scotto, he said he treats his body as an athlete would and it definitely shows. Too many artists today lip sync because they don’t have the stamina to dance and sing at the same time (Britney, JLo, etc). Ricky’s residency is aptly named because, injured or not, he gives it all at every concert.
Unfortunately, his pulled muscle forced him to cancel the second concert scheduled for that weekend. Hearing the news was a little easier to take since it came directly from the Park Theater’s General Manager Dan. Dan thoughtfully told me in person while I enjoyed a delightful complimentary dinner with my good friend Tiffany at the Monte Carlo’s new restaurant Primrose.
Tiff and me at Primrose. The beignets (also pictured) are a must!
Part of the hotel’s $450 million+ renovation and rebranding — it will become the Park MGM — Primrose is a charming bistro with a fantastic menu and attentive service. Inspired by the South of France, Primrose features a “French-ish” menu with garden-inspired dishes and an outdoor terrace. Our server Mark took great care of us, sharing his knowledge of signature dishes and excitement about being a new dad. Everything was delicious, most especially the mozzarella croquettes and beignets. I might have to pay another visit to Primrose when I go back in June for the final weekend of Ricky’s residency.
Up next…celebrating one year at The Pierre and how my colleagues gave me one of the best nights of my life!
Mar 25
Vegas Encore: Part One
Last weekend, I returned to Vegas to see my beloved Ricky Martin once again. Much to my great relief and delight, MGM’s Monte Carlo Hotel and the Park Theater brought their A-game following two disappointing previous VIP experiences.
All smiles waiting for Ricky
After receiving an email that stated only one digital photo from the meet and greet would be provided, I attempted multiple times to connect with the venue on social media. When that failed to yield a response, I tracked down the name of the Monte Carlo’s General Manager (thank you, Linked In).
His reply back was swift and apologetic. He connected me with Dan, the Park Theater’s affable GM. Less than a few hours later, Dan called me, eager to hear my story about what happened even though he had already read my blog post about it. Not only did he apologize, he laid out what he would do immediately–including reversing the one photo restriction and changing the impersonal meet & greet email confirmation. He then offered me a complimentary dinner and upgraded seat for the concert. His genuine desire to make everything right and quick actions exemplified the best of hospitality.
As soon as I arrived at the Monte Carlo on Saturday, I could tell it was going to be a much more enjoyable experience. The box office agent double checked with her manager that meet and greet credentials would be provided upon check-in. When I got to the venue, I was warmly welcomed by Dan, VIP manager Shelby and the greeters. Even security was noticeably more upbeat than it had been during my September visit. Instead of just pointing to an escalator, Shelby escorted me upstairs, engaging in friendly conversation along the way.
Thankfully, the crowd for the meet was about half the usual size (38 versus 70 people last time). It made for a much more relaxed, intimate experience–even though Ricky was running late (with good reason, as I later found out).
And then finally, he was there. Looking as age-defyingly handsome as always and making me completely forget the missed flight to Vegas on Friday and $$$ spent. You can’t put a price tag on the level of joy and uplift that comes from spending even just a few minutes in the light of his warmth.
He gives the best hugs!! 🙂
“Hi Gorgeous, ” he said sweetly, greeting me with a big hug and kiss. I congratulated him on his recent marriage and showed him a photo of me at one of his Puerto Rico concerts back in 2007. And I thanked him for so many years of incredible performances.
“You’re the best,” he said with that killer smile of his.
After a silly pose and one more hug and kiss, sigh, it was over.
The photos captured every precious moment including this one.
I waited until after the concert to look at the photos, just in case they didn’t live up to my hopes. What an amazing surprise I found–22 professional photos, the most ever from a meet and greet! Sincere thanks to Cashman Photo and the Park Theater for capturing every second of my cherished moment with Ricky. This, my friends, is how you deliver a truly five-star experience. And there was much more in store.
Up next, all about running into a beloved New York TV anchor and my fifth time at Ricky’s ALL IN residency!
Mar 10
MGM’s Park Theater in Vegas: An Epic Fail
When you work in hospitality, you quickly learn it’s often the little things that make a big difference. Knowing what matters to your guests and making them feel appreciated is what it’s all about. MGM’s Park Theater at the Monte Carlo in Las Vegas has deliberately chosen not to remember that.
This is how you communicate with premium customers?
Last night, I received the above email from the theater’s “premium services” team—a term I use very loosely here. It contained confirmation details for my upcoming meet & greet next weekend with Ricky Martin. Amidst the usual laundry list of terms and conditions, a new addition stood out in red and all caps–
“ONE APPROVED PHOTO WILL BE TAKEN AND UPLOADED DIGITALLY. THERE WILL BE NO ALTERNATIVE PHOTOS AVAILABLE”
Um…What?? One photo for the exorbitant price of nearly $700?? Clearly, the Park was responding to their faux pas during Ricky’s first All In residency last year, when they neglected to inform attendees that only one image would be posted online but BTW you could request by email the others taken. Instead of rectifying this lack of professionalism, the venue has chosen to penalize VIP customers, proving yet again that it doesn’t have the first clue about how to deliver a premium experience.
September 2017: I almost missed out on this treasured photo because the Park Theater didn’t upload it online.
Last fall, I purchased two meet & greets with Ricky. On both occasions, just about every Park Theater staffer was rude or ill prepared. Upon retrieving my lanyard from the box office, I joined the VIP line with that, an e-ticket and PDF confirmation. Even with all of these credentials, the greeter asked me to log in to my Ticketmaster account. Apparently the box office rep had failed to give me whatever additional documentation was required.
After going back and forth for several minutes, it finally occurred to her to check the VIP list, where she immediately found my name. Several Ricky fans have encountered similar issues—among them, receiving lanyards with the wrong date on them and total mismanagement of the general admission standing section.
It must be said that this disorganization and inability to effectively run a meet & greet is in no way a reflection on Ricky himself. As he always is has been, Ricky is gracious, down to earth and completely present. He genuinely cares about making it a special experience. If only the same could be said about MGM and its staff at the Park Theater.
Over the last 10 years, I’ve attended several meet and greets with Ricky at first-class venues including Madison Square Garden, Mohegan Sun and Coliseo de Puerto Rico in San Juan. Along with providing at least 3-4 photos, they offered admission to the pre-concert sound check as well as a catered reception–all at a more reasonable cost than The Park Theater’s nearly $700 price tag. This was MSG’s email confirmation:
This is how a VIP email should look.
Note the welcoming tone and attention to detail, including names and cell numbers of the event hosts (not an impersonal 1-800 number) and—imagine that!—exact info about how to download photos. The only thing you had to think about was arriving on time. Quite a difference from the Park Theater, which leaves you wondering if they’re going to let you in or if the one photo they deign to share will be halfway decent. And do we really need to see the m/g rules in red font and ALL CAPS? We get it. Your only interest is in shuttling us in and out like cattle as quickly as possible.
Meet and greets by their very nature require time constraints. Having managed several at upscale hotels here in NYC, I am well aware of the need to keep things moving. But that doesn’t justify how the Park Theater is treating Ricky fans. The venue is making money hand over fist—at our expense.
By cramming in 60+ people, the Park takes in approximately $40,000 in gross revenue from the meet and greet. Not too shabby considering they have no real hard costs. There’s zero food or beverages and the only souvenir is a plastic ‘commemorative lanyard.’ Clearly, they have come up with a formula—higher prices + no hospitality = more profit.
“I did not buy any meets this time just because the experience was not what I wanted it to be anymore,” said one longtime Ricky fan.
“I’d rather watch the show 7 times for that price,” declared another.
“Not worth it,” says yet another RM devotee. “Not even close to being worth it.”
Especially for those of us who travel a long distance—many from faraway places like Macao and South America—just to enjoy a few cherished minutes with our beloved Ricky.
The community of Ricky Martin fans is a fiercely loyal and global one. We have braved bad weather, long lines and even longer journeys many times and spent our hard-earned money to support our all-time favorite artist. We do this because Ricky’s music, grace of spirit and humanity speaks to our souls. And quite frankly, we deserve better treatment—far far better—than what we’re getting from MGM and the Park Theater.
Back in September, I shared critical feedback on the venue’s Facebook page. And received the same radio silence that I did to my email complaint this week about the new photo policy. I don’t know why I’m surprised—this place continues to operate well below the legendary hospitality standards of MGM.
Want to voice your opinion to the theater’s so-called premium team? Call 702.730.6975 or email premium@parktheaterlv.com.
“Hopefully, everyone will get it together to do the best for his fans who have been supporting him so long,” says a Ricky friend.
Are you listening MGM, the Park Theater and RM Entertainment?
Oct 7
To Vegas With Love
Over the years, I’ve had many wonderful times in Las Vegas. Like everyone else, I was heartbroken about last Sunday’s tragic events. And a little unnerved because, during my recent visit a few weeks ago, I stayed right next door to Mandalay Bay. It was a sobering reminder of how fragile life is–and how important it is to live every day fully, as tomorrow is guaranteed to no one.
Vegas has always been a place about making the most of every moment, by experiencing the joys of good hospitality, great entertainment and fantastic food. I was fortunate to enjoy all three during my recent weekend getaway.
I had already been to Sin City with family, friends and significant others. This was the first big trip with my beloved dog Benji. And it couldn’t have been more perfect.
Our JetBlue flight was easy breezy, as both Benj and I slept for the duration. Upon arriving at the swanky Delano Hotel, our host for one night, I knew immediately this would be a much more relaxing stay than I’ve had at other Vegas properties.
Benji relaxing in our suite with his Delano welcome amenity: biscuits, a poop bag and leather toy
A non-gaming, non-smoking hotel, the Delano has an inviting boutique vibe that makes you forget you’re right on the Strip. Spacious accommodations, first class staff and pet-friendly amenities—including dog walking services and a pet relief area right in front—made for a perfect night (full hotel review coming soon in 25A Magazine!).
One of the major highlights—Rivea, the Delano’s Alain Ducasse rooftop restaurant on the 64th floor.
Rivea: the terrace view from 64 stories above
Joining me for a decadent multi-course dinner on the terrace was college friend Tiffany. Though we hadn’t seen each other in about twenty years, that time melted away as we talked about life, work, singlehood and getting through tough times. We talked for hours and didn’t want the night to end.
Tiff and me and my first-ever bubble tea
Friday, Benji and I moved to the Residence Inn across from the Convention Center. Part of a complex of three Marriott properties, the all-suite hotel is an ideal choice if you want to be off the Strip but still in a central, convenient location.
As soon as we arrived, I was treated to the warmth and home away from home atmosphere for which Marriott is known. I checked in with an upset stomach and having just caught my finger painfully in a door. The kind front desk agent offered Band Aids, first aid ointment and a handful of herbal tea packets.
Our spacious digs at the Residence Inn
We were upgraded to a penthouse suite—a spacious loft with a living room, eat-in, fully-equipped kitchen, loft bedroom and two full bathrooms. Plenty of room for Benji and me to roam around and kick back. The pool was modest but well maintained, and blissfully quiet compared to the loud, crowded scene at most Sin City resort pools.
The Residence Inn’s pool: a low-key haven of relaxation
Much like trips to Vegas with my parents back in the 80’s, this one afforded the opportunity to see some amazing entertainers.
Despite lip synching for most of her 90-minute set, Jennifer Lopez dazzled with flawless dancing and eye-popping costumes, performing most of her hits and an unexpectedly beautiful cover of Lee Ann Womack’s “I Hope You Dance.” My beloved Ricky Martin–the reason for my trip–blew the roof off of the Park Theater with incredible singing and dancing, playing an energetic mix of his signature pop tunes and soulful ballads.
All In: Ricky’s Vegas show was one of his best productions ever
For the last show of the weekend, I went old school with Tiffany (and Benji too!), visiting the Tropicana’s Laugh Factory to see Rich Little. At 78, the legendary comedian is just as hilarious as I remembered him to be when I saw him decades ago. And I had the pleasure of telling him so at a meet and greet afterward.
Rich Little and me
Definitely a memorable, exhilaratingly fun weekend from start to finish.
Sending so much love to everyone in this amazing city–and praying for healing.
