Resorts Casino Hotel

Reviews 3

KA

Karine H

Horrible Customer Service. Upon check in, Renata assisted me, she wasnt the most friendliest of people however she was able to provide me with an early check-in with an ocean view. I was excited. When I walked into my room, I was met with a construction worker and all of his materials outside my window and my view was that of a roof and a construction site. I went downstairs and asked to speak to a manager in order to request a room change. Kristina came out and seemed less then please to meet me and seemed annoyed when I reached out to shake her hand. However, she did switch the room around but told me I had to wait and will receive a text once the room was ready. So we went to eat. I decided to stay in the hotel and went to a restaurant called Bread Sticks. We were directed to sit at a table where the plates and utensils were dirty. My fork had food still stuck on it which perhaps the dishwasher could not get out and the small plate in front of my son had this yellowish liquid in it. Now I was a bit disgusted. I got up to leave and saw someone who looked like she could be the manager as her attire was different from the rest of the staff and I told her what was on the table and her response to me with a harsh tone of voice was " what do you want to do, do you want a new table or do you want us to switch everything out"…I left. Shortly after, I received the text that my room was ready. It was on the third floor, the same floor of the pool. As soon as you walked out the elevator you were met with the overwhelming smell of chlorine. Instantly, I knew that wasnt good. A clean pool should not smell like chlorine, in fact it should not have any odor whatsover. If a pool smells like chlorine its because the water is not balanced properly and basically for lack of a better word, its dirty. I decided to check out the pool area which looked nothing like the beautiful indoor/outdoor picture shown on the website. It was actually crowded with not too much room to swim. I was disappointed. My expectations for this spring break trip was to relax by the pool with a drink and my book while my kids swam. I went back down and asked to speak to another manager, Calixto came out and when I explained to him all of the issues I encountered in my three hours at the hotel and exclaimed how can I stay here, his response to me was very short and curt. He stated I didnt have to stay here and that since I purchased my reservation through groupon he would approve the refund. He told me to go up to my room, gather my belongings and then return to the counter to check out. I went up to my room to gather my thoughts. I was upset with everything that was happening but I had already drove a few hours, I didnt have anywhere else to go, I was going to rest for a few minutes and then officially decide… Next thing you know, housekeeping is at my door, Calixto had already checked me out of the room! … The problem didnt end there, I called Groupon to explain the situation and get a refund, they told me they would help me and escalate the case so that I can get a refund within 24 hours. I gave them Calixtos name and phone number as noted on the business card he gave me. Today is Friday and they still have not been able to reach him. Groupon has called every day so far since the incident and they are being left on hold until the line disconnects… Now, Ive been to the Mohegan Sun plenty of times and I was actually there this past Saturday for a Freestyle concert and the customer service received is like night and day. I have never had an issue before at Mohegan Sun, and when Revel Hotel was open in AC I visited many times with my kids for family trips as well as my friends for a girls night out and I have never received bad customer service at any of those places as I received in my three hour stay at the Resorts… the only good thing about the resorts was their bell hops, they were all absolutey helpful and kind as they helped with my luggage to and from my room.

A

A Private User

The unmistakable odor of urine assaulted our nasal passages as we stepped over used condoms on the short walk from Level 5 of the Resorts parking garage to the casino gaming floor. The 43 minute wait to check was more painful than going through customs in a 3rd world country. When we finally did get up to our room in the ocean tower, we were greeted by gratuitously stained and torn wallpaper and a grimy looking bathroom that Id be uncomfortable about entering without shoes on my feet. The once-grand restrooms (floor-ceiling marble, nice fixtures, now filthy) off the casino floor appeared as though they hadnt been properly cleaned in several years, as evidenced by the dirty grout between every piece of tile / fixture, the dirty toilets / urinals (every SINGLE one) and the pervasive porta-potty smell that seemed to permeate every cubic inch of the facility. The service was atrocious. While gambling, I was told by four different cocktail waitresses that they couldnt assist me because they werent my waitress. I realize that by design each waitress is designated to serve a specific area, but I have never -in any other Atlantic City casino (Ive been to most of them)- been met with such a general unwillingness to provide service. The staff offered no apology, no suggestion as to how I might otherwise obtain service. They simply told me, "No," over and over again. Are they not employed in the business of service? In this business of retaining the patronage of their guests. A few hours into my stay, upon reconvening with my party, several others confirmed that they had had similarly unfriendly-borderline rude encounters with the cocktail waitresses. Adding insult to injury, my girlfriend and I were very loudly and rudely yelled at by a member of the staff at their walk-up coffee shop cafe as we attempted to order two cups of coffee and some danishes before heading home. Before she would take our money, she began screaming at the woman who had been waiting in line behind us who was now being served by another staff member, very loudly accusing her of cutting in line. It was not until intervened and came to her defense that she would allow any transactions to proceed. The woman who had been quietly waiting in line for about 5 minutes looked quite startled and could not figure out why this irate staff member was suddenly on the verge of verbally assaulting her. Ive never experienced anything quite like this is any retail setting let alone a casino --not McDonalds, not anywhere. Unbelievable.

A

A Private User

Will never stay here AGAIN!! We stayed here this past weekend and was very displeased! the pitctures on the website a clearly re-touched. I dont even know where to begin! We requested a non smoking room they told us to come back in 45 minutes and theyd have one ready for us, so we did! When we came back they put us in the Ocean Tower. The hallway was dirty so I knew before opening the door to the room I couldnt expect but so much! We entered the room there were red stains in the carpet, the bathroom looked very old and not well taken care of. The view was not of the ocean. It was very old and the room smelled of smoke! After complaining to the hotel staff they moved us to the Rondevous Tower. MUCH NICER! The room was much larger had a double bathroom, the view was better. The Beds were uncomfortable and there were still carpet stains but I did feel a little more comfortable on that side of the hotel. Now... the picture of the pool they have is very misleading! Sure, the water is warm but the pool was outdated, there was water mold and particles in the pool that looked like it hadnt been cleaned or cared for in a few days! The pool hours are terrible! Its only open from 9:00 - 6:00! I guess they want you to spend more time in the casino! Which brings me to another gripe! I have nothing against those who smike, however, the casino reeked of cigar, cigarette and whatever else they were smoking SMOKE! The smoke was so strong that you couldnt even walk through the casino (which by the way to get to the parking deck, the Rendevous Tower Elevators and the downstairs restrooms you had to walk through the Casino) without getting a headache! The smell of smoke filled the lobby as well! It was terrible! The staff at the hotel was very rude and made it seem like you should know the answers to all your questions instead of having to ask them! We spent 20 minutes in the parking lot trying to figure out what the point of paying to valet was if there was self park deck that was only $5.00 to park for you entire stay! This wasnt a very family friendly hotel! We travelled with my daughter and there was nothing for her to do especially since the hotel pool closed so early! I guess the only plus to this stay was that it was right on the boardwalk and right on the beach so I could just walk right now the back door (of course I had to pass through the smokey casino first) and be right on the beach! Needless to say... we WONT be staying here again!

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