I called Resorts, interested in booking a two-night stay with my father-in-law and brother-in-law. This was to be their Christmas present -- a chance to play poker in Resorts' new poker room.
When I called to book a room, I was prepared to pay the rack rate, but the reservationist encouraged me that if I had a player's card, she could give me a nice rate on a room. My wife has a card, but I don't. So, I gave the reservationist my wife's card. I expressly said, though, that I would be coming with my father-in-law and brother-in-law. No worries!
Well, when we (my in-laws and I) arrived on Saturday night to check in, the check-in clerk (Lynn) said that she would have to check with someone in the back. She took my driver's license and my wife's player's card.
Back she came with a manager, saying they could not check us in. "Hotel policy" is that the player's card holder has to be there in person to check in the party. I was furious, but calm -- saying that the reservationist knew that my wife would not be with us, but booked us the room under her player's card anyway. They said that "if" that actually happened, then the reservationist was wrong. I asked to see the policy in writing, and one manager said that it wasn't a "written down policy", to which the other manager (Bryan Bernstein) said that it did exist, but that I wasn't entitled to see it!
I couldn't believe that we came all that way, and after 60 minutes of me debating with them, they could only offer that they could find us a room somewhere else in Atlantic City (at top dollar). We ended up paying the full rate at Trump Marina (a lovely place with kinder staff), and all Resorts would provide us as apology was a stinking $20 lunch credit for each of us. (There's no such thing as a free lunch, was never a more true statement.)
I asked them how often this happens, and they said that their reservations agents mess this up about 2 or 3 times A WEEK! How incompetant do you have to be, not to remedy this problem? It would be like having an unwritten rule that "All guests must wear a clown balloon hat in order to check in", but not tell anyone the rule, and then turn away anyone you wanted at check-in who wasn't bedecked in a festive balloon crown.
I find it very disturbing, too, that I later found out that Resorts cancelled "my wife's" reservation at 10:19 PM, moments after we walked away from the front desk. They obviously wanted that room for a higher roller.
Well, guess what? Resorts can IMPLODE down to a stinking pile of God-forsaken rubble, for all I care. I will never set foot in Resorts as long as I live, and I will never let any friend of mine go there, either. RESORTS IS DEAD TO ME.
- Official Description (provided by the hotel):
- The fun is here! From the world-renowned sandy, white beaches to the hottest action in AC on our casino floor, Resorts is all about having fun. Resorts is home to Jimmy Buffett's Margaritaville entertainment complex which include the famous Margaritaville restaurant, LandShark Bar & Grill - AC's only year-round beach bar, retail shops, new casino gaming, 5 O'Clock Somewhere Bar and more. Enjoy luxurious ocean view rooms, and indoor/outdoor pool giving you the summer feel 365 days a year, spa and salon services for men and women, award-winning dining and so much more. Resorts is the perfect place to find your fun! ... more less
- Reservation Options:
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- Also Known As:
- Hotel Atlantic City
- Resorts Casino Hotel Atlantic City
- Atlantic City Resorts Casino Hotel