We stay here usually twice a year for the last 7 years, but our last 5 day stay in Aug 2012 was not good. We booked 3 rooms for ourselves and family members. Our booked Premium room had to be changed 2 times upon check in because the first room smelled like rotten fish, then the second room air condition was not working. Although the receptionist was quick in changing our rooms, it was a pain moving twice and she appeared more agitated at us for the situation. Third room was clean and cool but it over looked a roof top and not the ocean view we requested. So much for paying for a Premium room and we are diamond card members. The second room we booked for my son also had an air quality issue, the room was very hot despite the air on full blast, plus the refrigerator was full of smelly water and mold spots like it had not been cleaned or turned on in a month. Then we booked a third premium room for other family members on the last night of our stay. This room seemed clean, air working great, ocean view and smelled good. The problem was the next day they both woke up with bites on their legs. I checked the bedding, it looked fine, and room appeared clean. I thought it might be like sand flea bites; not uncommon at the shore. Of course, they did not go to the beach at all during our stay so they did not come from us. So upon check out that morning, we told them at the front desk. They made us stand aside for 15 minutes until a security guy came. Then they whisked us all to a back room to have the nurse look at their legs. She told them yes they are bug bites but could not identify them. She did not offer any ointment for their intense itching. She was more interested in writing up an incident report while a security guy and a manager stood by. They assured us the room would be cleaned and thoroughly checked. They acted like we wanted something from them. We did not, and they did not offer. I told them I was only letting them know so the room would be checked for the next guest. I could have made a real stink, but I did not. Yet, they kept questioning them about how they got the bites. We were all getting really upset. I told the guy I have stayed here many times without incident and we understand things get over looked sometimes. The bites were not that bad and we just wanted to make sure the room was checked. Yet they kept asking them the same questions like an interrogation. It took about an hour. Their customer service skills were terrible and their defenses were unnecessarily up.
We have stayed there many times and the cleanliness of the rooms has really gone downhill over the past few years. Our previous visit in 2012 was not as bad but we noticed that the Premium rooms were not as clean as they should be then. For example, the cloth chairs and carpet had stains on them, table tops had chips and water marks, the vents and air filters were really dirty, the ice bucket inside had stains and there was mold in bathroom. The food quality at the hotel has gone downhill too especially at their little cafe on third floor. The only thing I can say positive is the valet and bell staff service has stayed great on all our visits. Additionally on our previous visit, as soon as we checked in, I had to call for 2 light bulbs out, a dead remote and a broken toilet seat all from previous guest. I hate giving this review because prior to last 2 visits in 2012 the hotel was great, but they need to clean this place up. I get good rates at this casino, but I think I would rather pay more for a cleaner more updated hotel casino.
Room Tip: Ask for Ocean View Upper levels are better Centurion Tower
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
