This resort needs an overhaul in many ways. Stayed March 28th - 29th 2 out 5 because the room was very nice Let us start with parking. First, contrary to the information on the Caesar rewards page and the Caesar’s website, valet parking at the hotel is ONLY available for 7 Stars members. Everyone Diamond and below must self-park. This information is not made public on any website, or even on the app after making a reservation. This information is only given once you arrive at the front of the resort and pull into the parking area directly in front of the hotel. You must circle back to the parking garage to self-park. On my visit the first garage was also closed, so I had to drive into the second garage. The garage has no dedicated parking for members of any level, it is just open parking for all. It took about 15 minutes to find a parking spot. After parking you must walk for at least 5 – 10 minutes (depending on your physicality, the way the elevators are running, the crowd size, and how much luggage you may have) to the check in lobby. I was shocked by the hassle of the check-in process. Being a diamond member, I used the Diamond check in line. There was only 1 person working the diamond check in. Because there were at least 6 people in line for Diamond check in, it was a considerable wait. The most shocking thing was that there were about 5 check in lanes taking Platinum, Gold, and non-members. Those lanes moved faster and were all taken care of before we ever reached the diamond check in counter. The “regular” check in counters were not checking on any Diamond or 7 Star members, so being Diamond and 7 stars, you had to wait. We checked in without much hassle, though when I inquired about the upgrade to a suite I had requested I was told, in a very short manner, that the upgrade couldn’t be given. If I wanted to upgrade there was an Emperor’s Suite available, for an additional $250 for the night. Being a one-night stay, I declined that offer. However, since we were in a regular room and not a suite, my daughter had nowhere to sleep, so we requested a roll away. It was approximately 5:15PM when we checked in and I made the request. I was given our keys and made our way to the room. Our room was the only positive about the resort on this stay. We had a Premium King Room with Ocean View. We took in the view, unpacked our overnight bags, and made our way to dinner. We returned to the room at approximately 7:30 PM. Upon return we discovered we still had not received the roll away bed for the evening. I went back to the hotel check in, where I again had to wait nearly 20 minutes to be helped. I informed the desk clerk that the roll away that had been requested never arrived. They checked the system, saw that I was ordered, but put a note to have it rushed. The roll away did not arrive until 9PM, meaning none of us were able to get ready for bed until then. We got up the next morning, enjoyed the view of the sunrise over the ocean, ate our breakfast (a disappointing breakfast from the Dunkin next door in Bally’s, which is not affiliated with Caesar’s), packed, and went down to check out. After checking out of the hotel we went to our car and drove to leave the garage. At the exit of the garage, we were met by a very rude attendant who told us that while I was a diamond member, I did not have the “correct” diamond member card for free parking. I asked how it could not be the correct card as it was the players card from my local Caesar’s property, Horseshoe Baltimore, and was the card I use for their parking facility, I used it for check in, and for all my play on this trip. He said, “I’ll let you go this once, but in the future, you need to make sure you have the correct members card”. It should also be noted that at no point did he use it in the booth or swipe it in any machine. He simply asked me to hold it up for him, then he took it, looked at it, handed it back, and then we had the exchange. Again, this property needs upgrades in multiple areas. The customer service is severely lacking, the room was nice, but showing its age as well as having damaged spots of trim and on the walls, high player level guests do not receive any special treatment at all, I might as well have gone to Golden Nugget or Hard Rock with no status and would have had the same level of staff interaction. Lastly, I reported all of this to the casino and received a very formulaic copy paste email response from the management team of AC, and this too showed how lacking they are when it comes to customer experience. It used to be when you were a guest at a resort, you were treated as just that, a guest. Now you are treated like a nameless, faceless customer. They couldn’t care less if you have a poor experience, it is now “thank you for your money” and they move on to the next person waiting to check in.
