I bought the Summer Fun package for my daughter to have a nice experience after working hard in school all year. It turned out to be a bit chaotic experience, but every issue was addressed in some way, which indicates a commitment to customer service.
First, at check-in, in a gorgeous lobby, we were told by a very nice girl they had no more 2 queen bed rooms available, but we were being given a king suite that did not prohibit smoking. Even though I told her a smoking room was unacceptable, we were sent to check it out. After riding up and down the elevator a few times, we finally learned that only our key would get us to our floor. The entire floor smelled like an ashtray. We called and said it would not work. After a manager was consulted, there was suddenly a 2 queen beds room available in the Centurion Tower. I guess they don't usually allow package deals to stay there. We had to get in line again. The guy who checked us in was super nice and apologetic. The room was fabulous - molding on the ceiling and doors, crown molding, base boards, stone and carpeted floors, extra nice furniture, great bathroom. Our view was the city with the distant marsh and wind turbines. The only issue with the room was that it had an adjoining door to another room, and there was a small gap at the bottom that allowed every word spoken by the next room (when we were silent) to be heard by us. We ignored it as long as we could, but called the front desk at midnight and again when awoken at 3. Both times, security came immediately and it stopped. We felt horrible, as they were only telling stories and laughing (loudly), as they should be able to do, but there was no sound proofing with that door. We even put a long roll pillow there before calling, but it didn't help.
Part of our package was for use of the spa salt pools and sauna. My daughter has always wanted to go to a spa, so she was super excited, but the front desk informed us it closed at 7. Since we had been on a room chase for 45 minutes, we missed that opportunity, but decided to delay our departure the next day.
Then we headed to dinner. The package included a prix fixe menu at a choice of two restaurants. One of those, in the main lobby, was closed. Very strange. We went to Nero's. Gorgeous view of the ocean. However, we were told that the prix fixe menu was only from 5-7. I looked back at my confirmation e-mail and back at the website of the package details, and this was not disclosed. I was very upset, as my daughter was so excited for this nice meal that was otherwise out of our budget. I tried to call management from the table and was told the front desk could not forward my call, but they gave me a number to call. About the same time, the wonderful waitress, Donna, brought me a prix fixe menu and said her manager, Betty, told her to let me have it anyway. After we ordered, Betty came and sat down and let me vent about all that had gone wrong, which was very much appreciated. Her comment was, "We are going to turn this night around for you." And they did. The meal was superb. The service was wonderful. My daughter mentioned several times how much she enjoyed it.
The next morning, we walked out to Caesar's Pier for Starbucks breakfast. The pier is an awesome enclosed four level structure over the ocean. At the end there is an outdoor multi-level deck. Inside along the restaurant level, there are little beachy areas, complete with sand and Adirondack chairs. Starbucks had no free wireless. BUMMER! Caesars was $12.95 per device. The stores in the retail level are pricey.
Afterwards we went to the much anticipated spa. We were greeted with, "Hi, are you 7 star or diamond members?" Once we said no, we were talked to differently. We explained we had a package to use the salt baths and sauna and learned for the first time that their spa was for 21 and up. Again, this was not in the package details. My daughter was heartbroken.
When checking out, I asked to speak to a manager. Unfortunately, I forgot to get her name, but she listened with great care and her face showed her genuine disappointment that my daughter had this experience. She apologized, comped us for the spa mishap, and promised to communicate this to the person who puts the packages together. I very much appreciated her responsiveness.
All in all, this is a gorgeous hotel with wonderful amenities, but somewhere above middle management, communication is broken.
Parking fee was $5.
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- Also Known As:
- Caesars Atlantic City Hotel Atlantic City
- Caesars Hotel Atlantic City