Shaneise Harris
Google
My sisters and I traveled from Milwaukee to enjoy an evening of dinner and gambling. Unfortunately, this visit did not meet my expectations, especially as it was my first time at the casino. I will admit that the casino itself is very clean and visually appealing. However, I received a FaceTime call and was informed by security that there is a no FaceTime policy. This was a first for me; I have never been told that at a casino, especially when I wasn't gaming at a table or sitting at a machine.
After playing, we decided to dine at the restaurant. Both of my sisters had dining comps. When we placed our order, we asked the hostess about the exact amount of the comp so that we could plan our meal accordingly. Cassidy, the hostess, claimed we did not have a comp, but we knew this wasn’t true. Her host had already informed her that a dining comp would be added to her account for the month.
My sister then went to the players' club booth to speak with a host. The host reiterated that they were unable to see any comp but didn't seem interested in listening to my sister's explanation. Eventually, my sister asked to speak to a manager, who came out and found the comp immediately.
Upon returning to the restaurant, we finally placed our order. I requested a Messi chicken sandwich without cheese, with the sauce on the side, and requested pickles to be added. I also asked if we could have bone-in traditional buffalo wings fried extra crisp as an appetizer. Our waitress, Hannah, said no. Unsure if she was joking, I asked again if they could fry the wings longer, but she repeated that they could not.
When we received the wings, they were uncooked. We asked Hannah to send them back, explaining that we like our wings fried extra crispy. At this point, I decided not to have them remake my chicken sandwich because I was already frustrated. The waitress seemed upset when she had to correct the mistakes that were clearly made on her part.
The strawberry lemonade was overpriced, containing too much ice and basil, which left me feeling like my drink was gone after just a few sips. For dessert, one of my sisters ordered the caramel apple pie, but it came out without any caramel. We asked Hannah to bring a side of caramel. To top it off, there were no utensils in the to-go bag, leaving us with no way to eat our dessert.
Overall, my impression of the casino is that the entire staff could be friendlier. Customer service is not a strong point at the Hard Rock Casino.