Borgata Hotel Casino & Spa

Reviews 3

TA

Tara Ruiz

My boyfriend and I planned to stay 5 days and 4 nights at the Borgata Hotel and suites. We get to the borgata and find out that there is a $150 per night hold on a major credit card ASIDE from everything else they make you pay for. instead of paying 600 for the 4 nights our senior front desk representative Lisa charges us 300 and states that room service etc. Will be cut off for the first two days and they will resume the last two days, hence the half charge. We agree and she books us in. The first night was great. Dining etc. The second night which was a Monday we decide to try borgata baking company. The workers are lackadaisical and unaware of customer service. The woman running my card claims that her card machine isnt working and brings my card to another register. We pay and leave. I check my funds in my account to find out that she had charged me DOUBLE. I go back down and a woman says that if it isnt fixed in my account by the next day (tuesday) to come back. Strike one. Tuesday comes around and its the start of our room service as Lisa promised it would be. We order food to be sent to the room only to find out its cash only and that our 300 hold was not in place. We told out room service rep that we were told it would come off of the hold, as thats the way it works and it was supposed to be effective today. He said that he has no idea and that we should speak to front desk and he was very kind as to steps we should take to get it squared away. We paid him in cash anyway and proceeded to go downstairs to figure this out. We speak to a manager at borgata front desk area. We told him what Lisa had told us about the hold and about our services. He didnt seem to care that much and stated that there is no such thing as to turning our services on or off for half of our stay. I am livid at this point and told him that friends recommended this hotel to stay for our vacation. He proceeded to tell us theres nothing he can do and that hell have a "chat" with lisa. Whoopty freaking do, sounds real promising. Strike two with this hotel. Since we were at a rough dead end with that service provided we head to borgata baking company about the double charge. I speak to management and a woman comes out with a piece of paper saying that my card was only charged once when. Leary in my account I was charged twice. I told her a woman told me to come back if it wasnt resolved by today. She suggests that this sort of thing happens "all the time" and that if its not resolved by the next day, Wednesday to come back and shell "see" what she can do. Strike three. Im noticing that this hotel knows NOTHING about customer service. We go upstairs to our normal clean room after housekeeping comes in. We notice that housekeeping took our remote control for our TV and my gift card I had to spend at the Borgata is gone. Only housekeeping has access to our room. I am not trying to point any fingers but Ive checked every nook and cranny of my room and its nowhere to be found. More money lost. I would have expected to lose all of my money at the casino but instead its spent on the most CRAPPIEST service from a big name casino. If Lisa had of told the truth about the 600 or 300 hold or whatever, we wouldnt have stayed at the Borgata. My boyfriend and I work for popular businesses and purposely came with little money to see how far it would get us here. Honestly, this hotel with the kind of service it provides is NOT worth it. Instead of checking out Thursday morning, we are checking out Wednesday morning because we are SICK of the service at this hotel. We didnt get to gamble because we were too busy being double charged and being charged "under the table" because of borgatas mishaps and service. I would recommend to stay somewhere else and come to the borgata just to gamble because thats all its good for. If you can stay one or two nights, that may be worth it too. Any more than two nights the borgata will SUCK THE happiness out of you.

RO

Rose Santiago

I am sorry to say what I HUGE disappointment I experience during my recent stay at the Borgata.The hotel itself is beautiful but the customer service lacks professionalism and diplomacy. Never have I stayed in a hotel were I was made to feel like the staff was doing me a favor by letting me and my 12 colleagues rent their rooms, eat in their expensive restaurants and frequent the casino. We came in for a conference at the convention center and thought it would be nice to patronize the Borgata rather than stay at our "usual" places, closer to the convention center. Together with my colleague, I booked a suite that they claimed had an ocean view. My view was of the parking lot overlooking the city. Our linens smelled as if someone had briefly slept in them - not dirty but certainly not fresh. We got a private dining room for 12 at the Italian restaurant. Our reservations were for 8pm, at which time were were seated. Two waitresses, who seemed frazzled, advised us to get our dinner order in because the kitchen closed at 9pm. Then they disappeared for what seemed to be longer than expected only to return with half our drink orders. The irony of it all was that we never once complained about these issues. The very upsetting reality came when we realized that, for reasons beyond our control, we had to stay another night. Originally we looked three nights but thought we would be leaving after the second night so we cancelled the 3rd night. Once we realized we needed to be in AC for a few more hours, not even an overnight, we called customer service to explain. The problem came to pass when we asked if they could honor our original rate. We were advised that the rate had changed, this time it was literally double the cost, and that if we wanted to stay we would have to pay the full amount. We went in person to speak with a reservation manager and she would not speak to us. The reservation rep mocked my colleague for getting upset and, at one point, we witness both the manger and the rep whispering and giggling like two school girls. We were mortified! While I am in the medical field and not in business, I have enough logic that tells me that a "reduced" rate room (at $320.00) is better than an empty room. After all, we were not asking for a free room or an exceptionally low rate, just what we paid the other nights. The end result was we went to another hotel, closer to the convention center, were treated with respect and gratitude, spent hundreds of dollars in their restaurants and casinos - all the while asking ourselves, "Why go to the Borgata to be treated with a negative, pretentious, unprofessional attitude, when we can spend our money were people appreciate our patronage and have a sense of pride about their work. Never again!

DA

David Piccolo

This hotel is just a money hungry company now who does not care about their customers at all. I myself have been going to the Borgata Hotel for 6 years. In the past, they have tried to be complimentary to their guests and went above and beyond for them. However, the past few times I have visited, the staff has not been friendly and they have not been considerate to peoples needs. Also, the "My Borgata" program is a sham. The "play" time needed to get a room seems to have gone up and when you finally are eligible to get one, there is rarely an opening. My most recent experience was this week when I tried to book two rooms (during the work week) for my handicapped sisters birthday. When I called, they said I had complimentary rooms available, but not for this date (convenient huh?). The representative continued to say I could get a $20 discount on ONE room (not the two I needed) because I was a My Borgata cardholder. I then asked the representative what rooms were available. They had both King and Queen bed rooms available and I could get the ONE $20 discount. I said thank you and said I would call back. My father had a Living Social voucher that allowed us to book a room for $79 and get comedy club tickets. Sounds like a great deal! I knew there were rooms available so I bought the vouchers and proceeded to call back the Borgata to book my room. Guess what? "Oh, Im sorry sir. It looks like I am not able to get you a room for that date with the Living Social voucher. We dont have any available." "But I just got off the phone with you less than 20 minutes ago and you were offering me rooms both King and Queen sized." "There is nothing available for that date." In the end, I ended up speaking to a VIP specialist named Carmen. I told him how I wanted to take my disabled sister to the Borgata for her birthday from the 23rd to the 24th. He also proceeded to tell me that he could not book any rooms for the Living Social voucher. Essentially, the Borgata does not want to accommodate their guests if they arent paying full price. Granted, I dont spend thousands of dollars at the casino like some might, but you would think that loyal customers for years (or any customer for that matter) would be treated better and offered something in order to compensate. The Borgata is the LARGEST hotel in New Jersey with over 2,000 rooms. I found it despicable that they would rather rooms sit empty and make NO money than take care of a customer who has been loyal for years. Who knows? Maybe they just didnt want to accommodate my disabled sister and that is why they didnt do anything. All I know is I am never going back to this money hungry hotel ever again.

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