Embassy Suites Dorado Casino Guide and Review
The Embassy Suites Dorado Casino, nestled in Dorado, Puerto Rico, serves as an amenity within the larger hotel complex, primarily attracting guests looking for gaming entertainment. User feedback reveals a spectrum of experiences, from enjoyable gaming sessions to significant concerns regarding customer service and management.
The Gaming Experience & Dining 🎰
For some visitors, the casino offers a pleasant environment for recreation. Enthusiasts of slot machines have found the "coin machines" to be a draw, with one guest expressing their fondness for the gaming options available at what they refer to as the "Blue Dolphin Casino," presumably the casino operating within the Embassy Suites. Beyond the gaming floor, the casino also provides convenient dining options. Reviewers have highlighted a "good food menu," specifically mentioning the availability of sandwiches and soups, which adds to the comfort and convenience for those spending time at the venue.
Customer Service Concerns 🗣️
Despite some positive notes on the gaming and food, a prevalent and consistent theme across several reviews points to significant issues with staff demeanor and overall customer service. Multiple guests reported encountering employees described as "rude," "nastiest," and "disrespectful." These interactions led to feelings of discomfort, with some visitors stating they felt "uncomfortable and out of place" from the moment they walked in, leading to strong intentions of never returning.
Impact of Management
One particularly detailed review highlighted concerns about a specific casino manager, identified as Irma. This manager was described as "bitter," "not attentive to customers," and allegedly lacking the appropriate skills to handle situations effectively. The reviewer noted that even employees seemed to struggle under this management style, which was cited as a potential reason why the casino appeared "empty" at times. The sentiment was that a change in leadership could significantly improve the atmosphere, customer satisfaction, and even the casino's revenue.
Overall Resort Experience
While directly related to the hotel rather than the casino, one review also brought to light challenges with the general check-in process at the Embassy Suites. This included prolonged waiting times and perceived unfairness in room assignments, which, though not casino-specific, can impact a guest's overall impression of their stay at the resort complex.
Overall Impression 🤔
The Embassy Suites Dorado Casino presents a somewhat polarized visitor experience. While it offers accessible gaming options and convenient food services that some enjoy, the facility grapples with substantial and consistent feedback regarding staff professionalism and customer service, including specific management issues. Potential patrons considering a visit should weigh these reported inconsistencies in guest treatment when making their decision.
It is very unfortunate that in a Casino where so many tourists stay there is a Manager as bitter as the one there at the moment named Irma. Unfortunately I don't have her first last name, but not even her employees can stand her and it is because of her bad and specific behavior.....she doesn't smile, she is not attentive to customers, when faced with a situation, she doesn't know how to deal with it in the most correct and appropriate way. I have spoken with 6 employees and all 6 express themselves in the same way. Very unfortunate, because to have your position you have to know how to treat customers, since one of your missions is to attract more customers and therefore, keep them happy as well as the employees so that they can give the expected grade and not that they can notice the fear they have for being so irrational with them. More and more I understand why that Casino is empty and one of the reasons is not to cross the path of that lady with a wrong position. I am sure that when they put another person who is prepared to assume that position, everyone will notice the big difference and at the same time they will be able to enjoy a good time and obviously, the Casino will notice the increase in money that will come into it, because as they feel Well they will stay longer leaving all their money to the Casino.
Love to go to the Blue Dolphin Casino. Is a good place to spend there playing the coin machines. The personnel area really cool and professional and they have a really good food menu like sandwiches and Soups.
Arrived at 3:30 to do check in from a reservation done a few months back, and they said they would call me at 4pm. It is 5:00 and still waiting. While people that arrived after were going to their rooms. The attendant Dares tell me that they arrived before me, when my wife was at the hotel at noon and already had checked the reservation. I felt hopeless,
These are the rudest most nastiest people in a Casino I have ever seen. The employees were so rude to my family. We will never go there again! I wouldn't give them one star.
If I could give this place no stars I would….. very disrespectful staff. The moment we walked in all eyes on us making us feel uncomfortable and out of place.