We have stayed at the Borgata and the Water club many times & always thought it to be far above any of the other hotels in AC. As a matter of fact, I book my Wife's birthday every year, she gets a spa treatment, dinner, the whole nine. This past Feb. 2nd, Saturday we arrived at the Water Club. The ENTIRE stay, at over 500.00 a night including tax, and we had NO hot water for the shower. The desk told us it was "temporary". I never complain, I am just not the type to, but I did and was told that "well you can have late check out if you want"...This led me to believe that we would be getting hot water sometime, who would want to stay longer with no hot water right? No Hot water for 500.00 a night. Upon check out my wife explained that we booked for her birthday, & she had to eat dinner with the workout sweat still on her, and how disappointed we were. He offered a fifty dollar dinner voucher. I found this insulting. After a strained conversation of going back & forth he agreed to take 150.00 off the bill. The fact that we had to lobby for this offended me, it was like pulling teeth. If we were valued repeat guests would it have been too much to ask that are ruined stay would be comped another night? Instead we were made to feel like we were asking for something for no reason. We have had no problem with the Borgata's rates, we understand the market, & we also understand things happen, things break, but what ill never understand is how they can treat paying guests with so little empathy & so much contempt. Revel here we come.....
Room Tip: Make sure the heat and hot water are working...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 15, 2013
Dahani-
We’re glad you chose The Water Club again for your February 2 visit and we are very sorry that your visit fell short of your expectations. You should have received a letter from our Senior Vice President of Operations explaining the issue and apologizing for your experience. If you did not receive the letter, please private message me so that I may get that to you.
We value your patronage and your feedback and regret you did not feel that way during your stay. Please know that we listened to your comments about the treatment you received from the Front Desk and will use them to try and improve in this area. We hope your schedule allows for your return to Borgata in the future and that your next visit is a positive and memorable one.
Regards,
Joanna McNally
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.