aremk
Family · November 20252/10
I've been staying at Ocean several times a year since they opened. I alternate between Ocean, Borgata and sometimes mix in Hard Rock. They all have their positives and negatives, but until now the...I've been staying at Ocean several times a year since they opened. I alternate between Ocean, Borgata and sometimes mix in Hard Rock. They all have their positives and negatives, but until now they were fairly equal to me...but Ocean has fallen way down recently.
My check in was TERRIBLE. I completely understand comp room types are subject to availability especially for a lower player like me. But I cannot accept a smoking room no matter what. I have no issue with smoking on the casino floor but I cannot take it on the hotel floor or lingering in the room. I reserved a non smoking 2 queen room. At around 7pm at check in, I was met with complete indifference and told only smoking rooms are left. I said there is no way I can accept that and I was reminded comp room types are not guaranteed. I understand, and said I would take a King non smoking, or come back later or even pay for a room, but was told NO! I pleaded due to my companions illness and even had her speak with them about her condition. Still a NO! I asked if we could change the next day and was given a wishy non-answer. Only after a long time and wait for a supervisor, was I "allowed" to be assigned a non-smoking handicap room. The room was not great, view of a brick wall on a low floor, and really no shower just a hand held with a handicap bench roll in with no door or curtail -- but I was happy it was no smoking. But, she told me it was 2 queens but it wasn't -- it was 1 king. At this point, I had no patience to fight with them any more so I just accepted defeat and went about my business.
It was not until later the next day that I realized our door did not lock. You could just turn the handle and walk in. Even if we pulled it tight, the lock never engaged. All night, and all day we were exposed without even knowing. I called maintenance and to their credit they came quickly but said the electronic lock was broken and they would need to change it and it would take some time. There was no way I was leaving my stuff there without a lock, or missing my important event to wait around for them so I asked for a change or room. That's like asking for an act of congress. Back to the front desk, back on line again and back to the same old story. Another battle and "approval" for a handicap room, which I did not want and did not book, but at least it was not smoking. But again only 1 bed. And only 1 towel. I called housekeeping and they never came with more towels.
I tell this whole tale because I had two interactions with the front desk staff and both were TERRIBLE and neither time was the room type I booked honored. Trying to explain anything to the front desk is a waste of energy. Its hard to find a front desk that could care less. In my 7 years of staying here this is really the first time I encountered poor service across the board.
While I guess this can happen at any property when a comp room is involved, I see another recent review where the same thing happened here. I have had it happen at other properties but they always made up for it or found a way to make it right.
Unfortunately, I think its the downfall of the Ocean for me.Show More
