Located in Mayagüez, Puerto Rico, El Tropical Casino offers a diverse experience, ranging from lively entertainment to significant concerns regarding customer service and safety. While many patrons appreciate its intimate atmosphere and gaming options, a critical incident involving security raises serious questions about the establishment's care standards.
El Tropical Casino is described as a nice little casino featuring a good selection of slot machines. Several reviewers noted good payouts, with some leaving ahead, even if the winnings weren't "huge." The machines are generally considered updated and offer a good chance for winnings for many visitors.
The atmosphere is frequently praised. Visitors enjoy live music, often featuring upbeat merengue, salsa, and other genres, contributing to a vibrant and enjoyable environment. The casino is consistently mentioned as very clean, with management paying close attention to detail.
Staff interactions receive mixed reviews. Some patrons found the staff, particularly the bartender, to be very charismatic, friendly, and attentive. One experience highlighted a bartender who "even looked out for us," enhancing the overall visit.
Unique amenities stand out, such as the surprising provision of free grilled ham and cheese sandwiches and hot dogs, alongside hot and fresh coffee. This is a delightful bonus, particularly for those accustomed to minimal complimentary offerings in other casinos.
However, service can be inconsistent. One review noted difficulty finding a waitress for drinks on the casino floor, requiring a trip to the hotel bar for service. Additionally, there was a comment about having to pay for coffee breakfast, suggesting that complimentary offerings might be limited to certain times or areas within the casino itself.
A recurring complaint is the lack of sufficient air conditioning, making the casino floor feel hot at times, which can detract from comfort during extended play.
Most critically, a severe incident involving a fall highlighted significant concerns about the casino's safety protocols and staff conduct. An elderly lady reportedly fell and lay in pain for approximately ten minutes, while five security guards allegedly stood by, watching and laughing, without offering assistance. When a witness attempted to video the distressing situation, security personnel aggressively intervened, prohibiting filming and even discussion of the event, ultimately leading to the patrons being kicked out. This incident reflects a deeply troubling lapse in customer care and sensitivity training and raises serious questions about the professional standards of the security team. This specific review suggests that the actions of these guards do not align with what one would expect from a reputable establishment like Holiday Inn Tropical Casino.
For first-time visitors, navigating to the casino can be a bit tricky. Google Maps might direct you towards Casianos restaurant. It's important to remember that the casino is "hidden away" down a small road beyond that point. Keep going, and you'll find it.
El Tropical Casino Mayagüez has many attractive features, including a good selection of machines, a clean environment, lively music, and unique complimentary food items. While some service aspects are commendable, the severe reported incident regarding security's handling of a medical emergency and their subsequent aggressive behavior towards concerned patrons is a major red flag that potential visitors should be aware of. The casino offers a chance for some fun and wins, but concerns about customer safety and staff professionalism are significant.
I saw an elderly lady fall on her back at the casino. 5 security guards stood around and watched her lying in pain for about 10 minutes and not one went to help her. My wife became very irritated as she watched some of the guards laughing. My wife took out her phone to video the episode when two guards started aggressively telling her she couldn't video or take pictures. One guard actually told her she wasn't allowed to even talk about what was going on. Eventually a family member of the lady who fell was called to assist her to get up off the floor. The guards proceeded to argue with my wife and I, telling to keep our comments to ourselves and proceeded to kick us out. We obtained the CEO's name before we left and are going to contact him and ask for an investigation. I'm sure the unprofessional guards don't reflect the standards of Holiday Inn Tropical Casino. They should take a course in customer care and sensitivity training.
This is really a nice little casino with good slot machines... The pay outs are not huge, but I left $10 ahead... So I feel I won!
Bit expensive. Had to pay for coffee breakfast. But BK & other restaurants are nearby. Otherwise great atmosphere, beautiful pool, really nice staff. Very clean as they pay attention to detail. Casino, bar was very nice too! Bartender was very charismatic, friendly, & even looked out for us. Great experience!
Excellent casino. Great music and lots of good updates machines. It was great with good winnings for a lot of people. The only downfall it was hot and lacked sufficient Air Conditioner. I could not find a waitress anywhere for a drink. I had to leave and go to the hotel bar. Which the service was okay.
Amazing casino very clean as others have stated, live music playing upbeat merengue, salsa and much more. My mom and I went and I was shocked to see that they were giving free grilled ham and cheese sandwiches and hot dogs because I'm from NY and we only get COFFEE, SODA! Lmao it was delicious and coffee was hot and fresh. The machines were cool and we got very lucky, overall good payouts. Would recommend if you're on in Mayagüez. P.S google maps is going to tell you to makeba left or right into Casianos restaurant. I thought it was incorrect at first but if you keep going down the small road you will encounter the casino hidden away lol good luck!