The dust is settling, and the two casinos have been at work for a few weeks. Now is the perfect time to see what visitors and residents think about the two properties.
Hard Rock Atlantic City takes a beating in the first set of reviews
Hard Rock Atlantic City has received 17 reviews in the 13 days since it hosted its famous Guitar Smash. Its version of a ribbon cutting attracted a lot of attention and signaled that its slots were ready for the first pull.
On average, the resort is posting a two-star review (out of five) on Trip Advisor and from the looks of it, the first visitors are not thrilled.
To be honest below average reviews are surprising for a brand that has the experience of splashy grand openings and luxury properties around the world.
On the other hand, it’s also not surprising, considering the property just underwent a major renovation project, hired more than 3,000 new employees and only just opened. There are always hiccups on the way to a smooth operation.
It must be troubling to the casino that its most recent reviews include the headlines:
- “AWFUL/ non-existent customer service“
- “Was not too pleased with the Casino”
- “Stay away from the buffet!!“
The worst review of the bunch was, “First impressions – Bad.” Not quite the first impression Hard Rock AC was hoping to make.
Most of the one- and two-star reviews focus in on the poor customer service. If the reviews are to be trusted, the service seems to be lacking whether it is on the phone or in person, whether it is coming from management or the front lines.
Customers praise Hard Rock AC for the music (of course)
As with every dark cloud, there is a silver lining. The reviews are not all bad. There are 11 five- and four-star positive reviews highlighting the beautiful, clean rooms, the excellent food, the great vibe and of course, the music.
Hard Rock can handle some bad reviews but if the music was panned that would be disastrous.
Besides customer service, the long lines and long waits seemed to be the focus of many of the reviews.
Long lines are not something new to the Boardwalk at the height of its summer season. It is probably not fair to dock the property for long lines that come with a huge once-in-a-lifetime celebration.
Overall, it is a disappointing first set of reviews for Hard Rock Atlantic City. But with only 17 reviews, it is still too early to call it a win or a loss. It is very likely, as the months progress and the kinks are worked out, more five-star and less one-star reviews will filter in.
Ocean Resort Casino getting all the reviews
Ocean Resort Casino is posting an average 2.5-star review on Trip Advisor. The important thing to note is six of its last reviews are five-star, and Ocean Resort earned more than 42 reviews in the last week.
The reviews started off much like Hard Rock AC’s with customers complaining of poor service and long lines.
The casino saw review headlines such as:
- “Unprepared, unorganized, understaffed, lack of training …”
- “They are not ready!”
- “Stay Away!!!”
Ocean Resort sets itself apart from Hard Rock AC by earning 22 four- and five-star reviews — more than Hard Rock’s total reviews.
One four-star reviewer wrote, “Gonna be 5 star when they finish working out the kinks!” And with most of the recent reviews being five-star, it looks like Ocean Resort is doing just that.
Most of the positive reviews speak to the beauty of the hotel. One reviewer wrote, “This is one of the most beautiful hotels and resorts I’ve seen in a long time with unbelievable views.”
Overall, a 2.5-star rating is nothing to be proud of. It is just average after all. But the number of reviews and the fact that the most recent ones are positive is a good sign for Ocean Resort.
Hard Rock and Ocean Resort have some work to do
The average reviews for Hard Rock and Ocean Resort fall below those of its competitors. Many of them come in with an average four-star review.
Both casinos are busy settling into their new homes and making final adjustments on construction projects. Employees are just getting comfortable in their new roles. Expect better reviews to come in as the wrinkles get ironed out.
Hard Rock Atlantic City, for one thing, is busy finishing last minute touch-ups. It is only a matter of time before the Hard Rock starts collecting all the stars.
Today, Ocean Resort may just be winning the customer review game. This might be a surprise as it is the quieter of the two properties when it comes to seeking headlines.
Receiving 42 reviews in two weeks is pretty massive. Maybe Ocean Resort is hosting some kind of campaign to encourage its customers to submit reviews.
If so, chalk one up to Ocean Resort. Word of mouth has way more marketing and staying power than a headline.