Terrible Experience… - Hard Rock Hotel & Casino Atlantic City - Trade Reservierungs
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🤮 1/5 - Terrible Experience…
By 👻 @Jeannie C, 08/05/2022 3:00 am
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I don’t think I have ever written a negative review in my life but I couldn’t let our experience go unreported. My husband and I stayed at the Hard Rock Hotel & Casino on the night of 8/2. We normally love staying at this hotel and we even had a lovely evening prior. At a little after 1:00 AM on 8/3, an emergency alarm started blaring in our room/on our floor, getting progressively louder and more intense, informing us that we needed to evacuate the hotel using the stairs, as the elevators were not available. We immediately shot out of bed, packed as much as we could, and ran out of the room. We weren’t sure where to go or what was happening because we assumed if there was a fire, the emergency alarm would have said so. Plus, we didn’t smell any smoke or notice any other obvious signs of fire. There were other guests in the hallway equally confused, some in wheelchairs and electric scooters that had no way of getting downstairs. My husband and I eventually found the stairs and started quickly racing down with our bags - being on the 35th floor, we had a long way to go. There were no staff members to tell us what was going on or to direct us to safety. I honestly assumed there may have been an active shooter in the building. Eventually we made it to the bottom of the stairwell with other guests and it led us outside on the roof of the main floor of the casino. We found a few employees sitting at a table who appeared to be on break and when we asked what was happening, we were met with awkward giggling and more confusion. We finally made our way to the boardwalk, through an alley, around the front of the hotel to the lobby where there were others from our floor asking what had happened. We were wary to even re-enter the building at all until we saw that there were still many people inside and everything seemed calm. They told us that someone had apparently pulled the alarm, it had now been shut off on our floor and two others, and everything was fine and to return to our rooms… At that point, they were offering all of us EITHER a refund of the resort fee charge (which is $25) OR a late checkout for the morning… When my husband asked to speak to a hotel manager, he was given the runaround a number of times and ultimately there was no resolution. Each employee kept pushing off responsibility to the next person they would direct us to. The complete lack of compassion and empathy we received was abhorrent. Someone very easily could have been injured during this unnecessary evacuation, running down 35 flights of stairs in the middle of the night. Personally, I was terrified throughout the entire experience. Luckily this wasn’t an actual emergency but the employees were very uninformed of essential safety policies and procedures. There was a complete lack of communication among the staff. Most of them claimed they didn’t even know the alarm was going off, which is absolutely unacceptable in the case of a legitimate emergency situation. My husband and I eventually checked out around 2:00 AM because we were not comfortable staying there any longer.
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