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our horrible stay

Posted Mon April 16, 2007 12:00 pm, by arthur r. written to Tropicana Casino & Resort, Atlantic City

Write a Letter to this Company


My wife and I checked in on 4/14/07 at the Tropicana Atlantic City, we were given a room at a rate of $409.00 in the West tower. Upon checking in the room, we were shocked, the beds were not made, there was broken glass on the bathroom floor, and a broken light bulb next to the bed next to the window. We immediatly called the front desk and asked to speak to a supervisor. We waited 20 minutes without a response, when I called back. I was speaking to ***** who said, "we are very busy, you will just have to wait for housekeeping." I was furious at this point. I walked down to the front desk and demanded to see a manager, I spoke to a nice lady named ***** who moved us to the Havana Tower and a better room. We checked into the new room without apparent problems.

We were out all day gambling and upon coming back to room at about 3am, we found that the thermostat did not control the heater or a/c unit. We also could not stop the toilet from constantly running. The closet smelled like urine and there was no hot water for a shower.

Seeing as how it was 3am, we just closed the bathroom door and slept. During the middle of the night, the headboard fell off the wall. We were not hurt, but it was inconvenient to say the least. It appeared the particleboard was broken.

Anyways, the next morning, the hotel was made aware of the numerous problems, and this same ***** offered to comp the room, which we gladly accepted. I just wanted to let the hotel know that they have nice management, but housekeeping and maintenance severly lack.

I would like a written apology and perhaps the Tropicana can offer to make it right by offering us a stay in the future at no cost. We would like to give the hotel another chance, but we will stay at the Trump next time, unless the hotel offers something spectacular to win our business back.


Reply



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by rebekahsue Posted Sat April 28, 2007 @ 12:38 PM

I'm not sure, having read the thread, if "My wife and I checked in on
4/14/07 at the Tropicana Atlantic City, we were given a room at a rate
of $409.00 in the West tower." means that they paid for the first room
at $409 and were then moved or if the "we were given" means that the
first room, at $409, was comped.

A friend of mine is a professional poker player (like, it's her job,
she pays legal taxes, etc. on the money). She's regularly comped
rooms in the better hotels because she, and the other people playing
(also comped) are a draw to the hotel. If she got a room like this,
under the current agreement with the hotel, she would, I believe, be
as entitled to another room as someone who paid for his room.

I was comped meals in a casino when I was attired in such a way
(non-slutty, mind you) that people were actually coming into the
casino to look at me. The meal sucked, but it wasn't worth the effort
of complaining because I was so amused that people were so interested
in lil ol' me that the casino thought it was worth money. That's just
one of my weird stories, and has nothing to do with being comped as a
professional. (I don't think that writing - part time - or paralegal
rates a comped room!)

I'm heading to Vegas tomorrow for a seminar. Had I not been comped my
full seminar admissions, I would NOT be staying at the hotel, on the
Strip, where the group booked a block of rooms. Holiday Inn is
perfectly adequate for my hotel needs - which are Internet (not even
free at the fancypants place I'm staying!), sleep, and shower. In
that order. (Last time I stayed, I stayed at the closest chain hotel
and walked - gasp, WALKED - to my destination. I saved only about
$30/day, but that's a lot to me - and I walked in the sunshine.)

Reply

by CrazyRedHead Posted Wed April 25, 2007 @ 5:34 PM

You had a decent letter until the gimmee grab at the end. What
happened? Did you gamble to much and now are hurting for cash. You
got your compensation, and now you want more. You don't want much, do
you?

Reply

by GryphonsKeeper Posted Mon April 23, 2007 @ 7:32 PM

That place is a total PIT, always check trip advisor websites before
booking, almost every comment was negative about this place. If I was
paying that much I would definately have been (BLEEP) about it also.

Reply


by donno Posted Fri April 20, 2007 @ 6:28 PM

So, your wife and you had such a good time that the headboard fell
off. I wouldn't complain about that. After all it is a great story
to tell your buddies: "Yeah, and when we woke up in the morning the
headboard was on the floor!" You'd be the envy of the office.

Housekeeping and maintenance may (possibly) be under par, but
management did a great job and comp'd you a $400+ room. You want
more?

Reply

by Sarah H Posted Thu April 19, 2007 @ 5:38 PM

You stayed at the hotel for free and you're asking for another free
stay? Seriously?

Reply

by Gino Posted Wed April 18, 2007 @ 11:19 PM

I've never stayed at this place, however I have had similar
experiences and I usually consider a "comp" a form of apology.
Especially after so much going wrong. I'm not saying to not give them
a second chance, but you chose to stay and got your money back.

Reply

I have stayed at the Tropicana by gb Thu April 19, 2007 @ 11:09 AM


I had my doubts about this letter from the start by Venice Thu April 19, 2007 @ 4:23 PM


by Casmly Posted Wed April 18, 2007 @ 1:38 PM

Granted, I would have been upset had I paid that much for a room and
things weren't up to par. However, once you got a hold of management,
they did take care of the situation. You didn't have to pay anything
for your less than wonderful stay. Was a letter to the hotel
management in order? Probably didn't hurt to let them know what
happened so that they can check up on the maintenance and cleaning
staff. Was your request for a free night warranted? No. Had
management not comped you for the night you did stay, I would not have
blamed you for requesting compensation. However, since you accepted
compensation, that was equivalent to agreeing that they "fixed" the
problem. I've complained to companies before and have received
freebies, however I never ask for them. I find that companies are
more receptive to letters not fishing for freebies.

Reply

by eydieville Posted Wed April 18, 2007 @ 12:19 PM

once again, you were doing fine until you got the "gimmees." The
front desk, as you stated, was pleasant and they took care of your
immediate needs. This definitely needs to be brought to the attention
of management and you are to be commended for doing so. But you
already got your room comped. You aren't owed anything else.

Reply
by A A Posted Wed April 18, 2007 @ 9:28 AM

"I would like a written apology and perhaps the Tropicana can offer to
make it right by offering us a stay in the future at no cost."

I am sooooo sorry you had a problem at the hotel.
There's the written apology, and mine is worth more than the hotel's
because it is completely heart felt.

They already made it right by comping the hotel.

"unless the hotel offers something spectacular to win our business
back."
You must be the greatest customer in the whole world to make a
statement like that.


Reply


by vc Posted Wed April 18, 2007 @ 7:54 AM

I've had my fun.

But I think I'll stop feeding the troll and quit responding to
sunshyne. She's a tool. Tools belong in the shed. They most
certainly don't require my time or attention.

It got what it wanted and we all had fun. Let's not let it turn into
another Adam. It's a tool. Maybe it will just put itself back in the
shed if we stop repsonding. It will think it won and will go home.

Reply

I concur. by Bulletin Bully Wed April 18, 2007 @ 8:20 AM


I have to stick up for VC here... :) by DragonflygrrlTheGreat Wed April 18, 2007 @ 8:43 AM

That's bulletin bully to you. by Bulletin Bully Wed April 18, 2007 @ 9:37 AM


Nichole, don't be silly... by Firebrat Tracy Wed April 18, 2007 @ 9:42 AM

That's right... I forgot... by Bulletin Bully Wed April 18, 2007 @ 9:48 AM


That's right - make me feel GUILTY, why don't ya. LOL by Firebrat Tracy Wed April 18, 2007 @ 10:10 AM


LOL Tracy... by DragonflygrrlTheGreat Wed April 18, 2007 @ 12:18 PM


LOL - admit it! by Firebrat Tracy Wed April 18, 2007 @ 1:43 PM


I admit it... by DragonflygrrlTheGreat Wed April 18, 2007 @ 4:20 PM


I refuse to jump onto the WoW bandwagon! by Aimeyir Wed April 18, 2007 @ 1:00 PM


Go get 'em Astarte. by vc Wed April 18, 2007 @ 5:56 PM


Who is? by DragonflygrrlTheGreat Wed April 18, 2007 @ 6:19 PM


I'm tellin' you. by vc Wed April 18, 2007 @ 6:38 PM


Challenge! by Aimeyir, the Rant Queen Thu April 19, 2007 @ 12:01 AM


/win by DragonflygrrlTheGreat Thu April 19, 2007 @ 9:08 AM


/duel by Aimeyir, the Rant Queen Thu April 19, 2007 @ 7:33 PM


LOL...we're dorks! :) by DragonflygrrlTheGreat Fri April 20, 2007 @ 12:15 AM


Dork Power! by Aimeyir, the Rant Queen Sun April 22, 2007 @ 10:36 AM


I dunno by Here's my .02 Cents . Wed April 18, 2007 @ 8:23 AM

Trolls by Lou Lou Wed April 18, 2007 @ 11:57 AM


Trolls by Here's my .02 Cents . Wed April 18, 2007 @ 2:07 PM


Nuh uh by vc Wed April 18, 2007 @ 5:57 PM

mispriced by sunshyne Thu April 19, 2007 @ 8:49 AM

Oh if if you were actually literate by sunshyne Thu April 19, 2007 @ 8:58 AM


whatever you say, dear n/t by Here's my .02 Cents . Thu April 19, 2007 @ 10:54 AM

Amusement to NO end. by sunshyne Thu April 19, 2007 @ 8:45 AM


whatever you say, dear n/t by Here's my .02 Cents . Thu April 19, 2007 @ 10:54 AM


Turn that frown upside down sugar britches!!! n/t by vc Thu April 19, 2007 @ 5:56 PM


OK, Mr. Gibson, now we've told you before not to play with big computers... by Aimeyir, the Rant Queen Thu April 19, 2007 @ 7:32 PM


Did you find that plot for me yet? by SiouxFan Thu April 19, 2007 @ 8:13 PM

by calm Posted Tue April 17, 2007 @ 9:24 PM

Yeah, that would have upset me too. I think that what would upset me
the most is the sense I would have gotten, from the 20-minute wait and
the "We're very busy" response, that this wasn't a big deal to the
hotel.

But I'm not sure why, after dealing with the issue on the spot, you
are now trying to get more. If it wasn't enough for them to comp the
room, why didn't you bring it up with them then? Or at the very
least, when you checked out? If I were the person dealing with you on
behalf of the Tropicana, and you contacted me after I thought we'd
dealt with the matter to ask for more, I would be wondering whether
you would be asking for something else even if I gave you the written
apology and the free stay.

The hotel already knows what you think of the maintenance and
housekeeping staff (and why that's what you think), and I would
imagine that the people running those services have heard about it.
And I suspect that you are not losing enough money in the right places
for them to be desperate enough to keep you as customers that they'll
bend over backwards to satisfy you. So if you do not think they
handled the problem well, then seriously: go to the Trump. Problems
happen everywhere, but the way they're handled can make a big
difference.

Reply

Re: our horrible stay by TwinkleToes Tue April 17, 2007 @ 8:20 PM


That's exactly right, TT by RedheadWGlasses Tue April 17, 2007 @ 9:52 PM

by Firebrat Tracy Posted Tue April 17, 2007 @ 10:15 PM

...(another CS troll, probably), if you disagree with the OP, you have
'anger' problems.

But it's perfectly acceptable for he/she/it to tell someone to go die.


Classy.

Reply

by RedheadWGlasses Posted Wed April 18, 2007 @ 1:40 PM

The irony escapes her.

Reply


by RedheadWGlasses Posted Tue April 17, 2007 @ 8:08 PM

I don't think you're owed a free night's stay at all, because you got
a free night. But $409 for a crappy hotel room? What a rip-off!

Reply


There's no way that was for one night, at the Trop by Firebrat Tracy Tue April 17, 2007 @ 8:19 PM


Depends on what time of year by >Leanne< Tue April 17, 2007 @ 9:25 PM


Just looked by >Leanne< Tue April 17, 2007 @ 9:29 PM


It's still highly unlikely that they paid 409.00 for a room for one night.. by Firebrat Tracy Tue April 17, 2007 @ 9:51 PM


They have by >Leanne< Tue April 17, 2007 @ 10:25 PM


Know my way around the travel industry? by Firebrat Tracy Tue April 17, 2007 @ 10:38 PM


Tracy by >Leanne< Tue April 17, 2007 @ 10:40 PM

by >Leanne< Posted Tue April 17, 2007 @ 5:55 PM

I've stayed at that hotel and a friend of mine is a dealer downstairs.
The rooms are just ok unless you are comped for gambling then you
really get the good stuff. Did you get up to the pool? It's pretty
nice up there. My kids love it.

Reply

by The Cookie Monster Posted Tue April 17, 2007 @ 4:55 PM

You got an apology and they comp the room. Asking for anything else is
just silly. Stop trying to get a free stay.

Reply

by Mike Holly Posted Tue April 17, 2007 @ 1:41 PM

Did'nt you read his letter? His second stay was miserable. The room
was unclean and poorly maintained. He deserves compensation.

Reply


um.. what? by Heartbroken Courtney . Tue April 17, 2007 @ 1:44 PM

I guess you all are the patron saints of patience and understanding? by Lou Lou Tue April 17, 2007 @ 2:35 PM


not a saint by Heartbroken Courtney . Tue April 17, 2007 @ 3:08 PM


I understand your point... by PaintedLady Tue April 17, 2007 @ 4:29 PM


Generalize much? by Firebrat Tracy Tue April 17, 2007 @ 6:29 PM


Pay attention by Harleycat Tue April 17, 2007 @ 3:09 PM

Saints....Or not... by Lou Lou Tue April 17, 2007 @ 3:21 PM


ruined vacation by Heartbroken Courtney . Tue April 17, 2007 @ 4:34 PM

I Luv You! by Rated Argh Tue April 17, 2007 @ 5:41 PM

Urine smell okay, huh? by Lou Lou Tue April 17, 2007 @ 6:14 PM


You got your room for free! by SiouxFan Tue April 17, 2007 @ 7:45 PM

But you didnt pay, right? by Rated Argh Tue April 17, 2007 @ 7:46 PM

I am not the hotel guest by Lou Lou Wed April 18, 2007 @ 11:20 AM


But, by SiouxFan Wed April 18, 2007 @ 12:17 PM

Maybe it was stupid but ... by Lou Lou Thu April 19, 2007 @ 9:59 AM


Still, by SiouxFan Thu April 19, 2007 @ 11:03 AM

Jokes. by Lou Lou Thu April 19, 2007 @ 11:19 AM


I never said it was acceptable by SiouxFan Thu April 19, 2007 @ 11:35 AM

agreed by Lou Lou Thu April 19, 2007 @ 11:40 AM

by PaintedLady Posted Tue April 17, 2007 @ 11:53 AM

Wow, they apologized, comped your stay, and you still feel you deserve
more? You are the perfect example of a customer who deserves to be
fired.

Reply

Great response, Lady! by p d Wed April 18, 2007 @ 8:50 PM

by Firebrat Tracy Posted Tue April 17, 2007 @ 9:09 AM

Unbelieveable.

A truly awful stay that was rightfully comped.

And STILL wants more.

God, but I hate greed.

Reply

by kjandj Posted Mon April 16, 2007 @ 11:19 PM

They comped your room but that wasn't enough?

Reply




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