The Borgata Casino in Atlantic City

Hello

I'm writing to you because I had such a terrible first time experience at The Borgata and I have sent an email to Email User, but I never received an email or any kind of sort of an apology in return. I have never had such a terrible experience like this ever in my life. Below is the letter that I had emailed customer care. I hope there is a way that maybe you guys can get in contact with them. I stayed there on Monday (01-09-06) and sent the email on 1-13-06. I was just so disappointed with my stay after being so excited to go in the first place and hope this doesn't ever happen to anyone.

Thanks for posting this!! :o)

Here it is:

It took me a few days to decide if there was a point to sending an email on my stay at the Borgata, but I thought maybe it would help if someone knew how unhappy I was with my stay.

My Fiancee and I decided to drive to Atlantic City on Monday 1-09-06. We usually stay at The Tropicana, but I have ALWAYS wanted to stay at the Borgata, but it's so expensive.He insisted on making me happy and going to the Borgata. We're young (23 & 24) and my fiance is very hardworking.

I made the reservations at about 6:00pm and spoke to a Christina in which she gave me the confirmation number. In case you need the confirmation number it was T3FK3. As she told me the total would be $145 and some change and there would be an extra $100 hold also, which was ok usually I'm used to a $50 hold at other casinos, but there's nothing you can do about that.

We arrived at about 8:00pm we live in Staten Island. As we approached the girl at the desk to check in (her name was Domanique), she asked us if we had wanted a smoking or non-smoking room, which then had just hit me, the girl on the phone never asked me that. (I'm used to using AC Central to book my rooms and they always ask those types of questions.) So we said non-smoking please, she then informed us that there was only non-smoking double beds available and that there were no more king size non-smoking available.

I remember we asked if she was sure that there was not even one room like that because it was Monday, not like it was a weekend. Of course we wanted a king size bed who wouldn't?, so we said well I guess we have no choice but to have a smoking king room. At that point Domanique said she would be right back and went in the back.

She came back and asked me if it was our 1st time staying and we said yes, then she said that they would upgrade us to a suite so it would be non-smoking. I thought this was awesome, because I never stayed here before and I was going to get a suite!

Here comes the most mortifying moment of my life:

She asked for my card I only have a debit card with the Visa logo which holds all my money from my checking account. She swiped it and said it wasn't going through! Oh my gosh, how could it not go through? I said I have plenty of money in there. I had just went to the bank that day and definitely had money in there. She kept asking if we had other cards and we said no this is the only card we have. My fiance refuses to have any types of credit cards or even a debit. I only have a debit card I don't even have credit cards myself.

Now I can feel people are probably staring or listening. I'm sure I was just paranoid but it was so embarrassing!!! Anyway, she started to hand me the card back and suggested I call the bank and was handing me her phone which people were looking now and there was a line.

So I said this is really embarrassing to call from here so I said I would use my cell phone and got off the line. My stomach was killing me because I was so anxious and nervous. I began to argue with my boyfriend that we should have never come here. I started to call the bank and noticed that there was no phone number on the back of my card. Great! So I had to call my mom and tell her what was going on and ask her to find ANY phone number for our bank. She finally found one and told me to calm down because I was so upset, I call the bank and it was just an automated number which tells you how much money you have in your account when you press the option to speak to someone it says its closed!! I call my mom AGAIN and ask her if there is any other numbers she can find, which she could not. My bank doesn't have a 24hour number because its a small chain of banks on Staten Island.

Ok, so now I'm really freaking out, My boyfriend says lets get back on line and explain.

We wait on line and I begin to explain that my bank is closed and I'm asking Domanique what we're suppose to do? We were both so agitated and we were asking her how can it go through on the phone and we have the reservations and confirmation number but they couldn't get our card to go through HERE? She said she would be right back and again disappeared in the back.

We were waiting a little while so I was listening on what was going on next to me, it was just a bunch of girls checking in and I heard the girl behind the desk ask the girls if they had another credit card because their card wasn't go through either. They of course gave her another card and it had gone through, one of the girls asked why the first one wouldn't go through and the woman behind the desk replied that sometimes that happens.

At this point we're still waiting for Domanique to come back. She took so long that another woman behind the desk asked jokingly where she had disappeared to and that she would go and get her for us, I thanked her but honestly didn't care how long she took as long as our issue was resolved.

Domanique came back and stated that she didn't know what the girl did but that she got it to go through in the back. What hurt the most was that she didn't really say that she was so sorry and honestly she didn't even apologize. All she said was that she didn't know what happened but it went through. She said maybe it was because I had just made the reservation that maybe that is why we were having such a problem. Never in my life did I hear such an excuse like that. It just was rude how she didn't even say sorry. But she said you still get the suite though. The last thing she said was just to let you know is that there is construction going on from 7am to 4pm I asked if it was loud and would it affect us and she said that no one can get away from it because it's drilling and that it's pretty loud.

If Christina the woman that I made the reservations with on the phone had advised me that there was construction going on that would be extremely loud and that there was no more non-smoking king size bed rooms, I don't think that we would have stayed at the Borgata.

At this point it was almost 9pm when we got to the room. Of course the room was so nice and we had no complaints about that. Truthfully I was just in the worst mood because of what had happened that I didn't even feel like doing anything. My boyfriend convinced me that we should eat which we did. We then played Black Jack which was fun and the dealers we had were entertaining, I think their names were Dave and Doug.

Anyway, we went up at around Midnight because we were so tired from the 2 hour drive and the whole check in issue. I have this problem that when I get really nervous and worked up I get a fever sore outbreak on my lip, which doesn't happen very often but I was in shock that it was already growing because I started to not feel well and my lip was very hot and it lasts for a week.

I had done the automatic wake up call on the phone for 10;15AM because the alarm clock in the room was pretty big and looked complicated, but at 6AM the alarm went off! It woke us up and startled us! I didn't know what it was until I realized it was the alarm clock. It must have been previously set by someone else. I didn't even know how to shut it off and must have hit the snooze but then went off again 10 minutes later. I had finally unplugged it because I did not know how to turn it off especially since I was half asleep.

Lastly at around 9:15AM the construction finally woke us up. It was a loud buzzing noise that was steady and sounded like it was right on the wall and then came the loud banging. It was very difficult to fall back to sleep, by the time we did it was time to get up. I did wake up with a headache.

We checked out at 11:00am and the girl behind the desk had to charge us $5 for occupancy fee, as you can imagine the frustration level was rather high at this point and we asked what the $5 was for and she said it was the occupancy fee. We never heard of that but I was just curious what that is if someone wouldn't mind explaining to me. She asked how our stay was and I didn't really want to get into so I just replied no comment and she asked why I said it was just long and complicated and just said we had a problem when we checked in and the construction and just left it at that. She just commented that the construction has been going on for awhile. But of course we didn't know about that until we arrived. As we left we had to pay another $5 for self-parking.

It was so frustrating to leave very unsatisfied and then end up paying a total of $10 for check out and parking and leave so upset,

It wasn't even the construction that hurt the most it was just frustrating at what happened when we checked in and the lack of compassion from the staff and when we made the reservation that we were not aware of the fact that there were no non-smoking king size beds available and the fact that they didn't let us know about the construction.

I was so excited to go to the Borgata and was extremely disappointed with my stay.

I hope someone can help me. Thanks for taking the time to read this.

I stayed in Room #2251