Genting Casino Stratford Guide and Review
Located in the vibrant Westfield Stratford City, Aspers Casino aims to bring a taste of Las Vegas to London. This casino offers a spacious environment with a wide array of gaming options. However, user experiences reveal a mixed bag, with strong praise for its atmosphere and event capabilities often juxtaposed with significant concerns regarding staff consistency and operational issues.
The Gaming Experience & Atmosphere ✨
Many visitors appreciate Aspers for its large, spacious layout, which provides a welcome contrast to smaller, often cramped London casinos. The venue successfully creates a "Vegas-like" feel, enhanced by features such as a smoking terrace equipped with roulette machines – a thoughtful touch. Gamblers will find a plentiful selection of slots, primarily UK-based games with some US options, alongside a good variety of traditional table games.
The atmosphere is generally described as relaxed and enjoyable, catering to both seasoned players and novices. One reviewer highlighted the clarity and ease with which junior roulette table staff explained the rules to beginners, making for a stress-free introduction to the games.
Customer Service: A Tale of Two Experiences 🤝
Customer service at Aspers Casino appears to be a significant point of divergence in reviews. There are instances of truly outstanding service:
- The Tanzibar bar/restaurant staff, particularly Aaron, received high praise for providing "amazing customer service" even amidst challenging circumstances.
- For those looking to host events, Aspers shines. One reviewer celebrated their 30th birthday party in the VIP room off the terrace bar, noting the staff's professionalism, flexibility, and accommodating nature. Special commendation was given to the catering manager and Matt for organizing a stress-free celebration, even providing complimentary snacks.
- Initial interactions with general staff are often described as "professional and lovely."
However, a recurring theme among negative reviews is a notable inconsistency and, at times, a severe decline in service quality:
- Bar and Cash Out Staff: Multiple complaints point to bar staff struggling with basic tasks like pouring pints or correctly charging, and "very rude" cash out staff.
- Door Staff & Entry Issues: One particularly frustrating experience involved a "rudest door person" attempting to deny a couple entry together citing inexplicable "GDPR reasons," only for a polite manager to swiftly overrule this. This highlights potential training issues or staff attitudes that can significantly detract from the guest experience.
- High-Value Player Treatment: A disappointing account details how a "high value player" who previously received consistent respect and accommodation (e.g., private tables) suddenly experienced rude and dismissive treatment without explanation. This raises concerns about how loyalty is valued.
- Handling of Errors: In a critical incident, a significant financial loss was incurred due to a new, inexperienced banker's mistake (only half the cards in play). Despite the manager admitting the error, a refund was refused, leading to accusations of unprofessionalism and a lack of accountability.
Food & Drink 🍹🍽️
While some reviewers mentioned positive experiences with dinner at Tanzibar, general comments on food are limited. Drink prices are noted as "not too bad" by one user, though issues with service quality at the bar have been raised.
Areas for Improvement 🤔
Based on customer feedback, Aspers Casino could significantly enhance its reputation by focusing on:
- Staff Training & Consistency: Ensuring all staff, particularly those in customer-facing roles like bar, cash out, and door personnel, maintain a consistent level of professionalism and customer service.
- Operational Accountability: Implementing clearer policies for handling significant errors made by casino staff, especially when these errors directly lead to player losses.
- Customer Retention: Re-evaluating how loyal and high-value customers are treated to prevent sudden shifts in service quality.
Conclusion ✅❌
Aspers Casino Westfield Stratford City presents a compelling option for those seeking a larger, more "Vegas-like" gambling environment in London. It offers a good variety of games and can be an excellent venue for private events, backed by attentive management in those specific scenarios. However, the recurring issues with inconsistent customer service, staff rudeness, and a perceived lack of accountability for operational errors are significant drawbacks that can severely impact the overall enjoyment of a visit. While some experiences are highly positive, potential visitors should be aware of the mixed reviews regarding staff interactions.
Popped into Tanzibar at Aspers Casino for a casual lunch and was pleasantly surprised by the Pizza + Pint + £5 FREE Bet deal for just £15—excellent value! Enjoyed a decent pizza and extra cold pint while watching tennis on the big screens. The atmosphere was lively but still relaxed enough to unwind. Plenty of live tables for roulette, poker, and blackjack if you’re up for a flutter.Would’ve been a full 5 stars if service was a bit quicker, but overall a solid spot for a fun night out or spot of lunch & a cheeky spin.
I visited the Stratford casino today and grabbed dinner at the tanzibar. I must say i was very pleased with Aaron’s customer service at the barrestaurant. Honestly, he provided amazing customer service, despite having a rude work colleague trying to boss him around. Please give him back this feedback.
Always a really nice vibe in there and have never had any complaints. The staff are all professional and lovely. What has particularly driven me to leave this review is how accommodating they were allowing me to hold my 30th birthday party in their VIP room, off the terrace bar. It was completely undisturbed by the public and they were happy to be flexible and adapt to my plans and timings. Massive shout out to the catering manager and Matt who helped organise it all. It was stress free and allowed me to enjoy a lovely celebration, even providing some complimentary snacks. Thank you so much, my friends and family also had a great time and I for one will continue to visit frequently!
Having been to Vegas a few times, i wanted to recreate the feel in London.....went over to Leicester Square and was quite disappointed at the frankly tiny but too busy casinos there....Aspers has at least the look and feel of a Vegas casino ....large spacious and even got a smoking terrace with Roulette Machines outside....nice touch....the slots are plentiful and an OK selection of mainly UK games, with a few US games....plenty of table games too..it's an OK venue compared to others in London and the drinks prices were not too bad.....did not try the food.....would definitely go again.....RTP feels low but could be worse i suppose....UPDATE: having been quite a few times now I am noticing a few issues.....bar staff struggle to pour a pint correctly or charge the correct amount.....cash out staff very rude on last 2 visits.....advice to Aspers .....invest in cash out machines and save yourselves the trouble of hiring rude staff who have no customer service capabilities....might stop you losing customers.....poor experience on more than one occassion has made me downgrade this review.....ANOTHER UPDATE:went for a visit today with my wife, entered together with no issues .....lost loads went for a meal went back and encountered the rudest door person....having shown my membership card and my wife having shown her ID the door person then tells us that i have to enter the casino separately from my wife for GDPR reasons....(huh????)....I explained that's my wife and we go in together....door person says if I don't like it we can leave....wtf???....she then offered to get a manager who was more than polite and said that we could enter together.....Aspers I really don't understand why you insist on treating your customers with such a blatant disregard.....you are really NOT doing yourselves any favours and damaging your reputation by allowing such ignorant and terrible customer service........surely you want customers to keep coming back and loosing money.....I have read other reviews and thought they were exaggerating but having had 3 poor experiences......I now see that Aspers is not really somewhere to have an enjoyable gambling experience.....would give minus stars if posdible
My boyfriend and I until recently, we had a great experience. My boyfriend, as a high value player, was always treated with respect and consistently accommodated when requesting a private table to focus. However, things suddenly took a disappointing turn.The staff became rude and dismissive, refusing to grant him the same courtesy he had always received. The level of service completely changed without explanation, showing a total lack of respect for loyal, high value clients.To make matters worse, a serious mistake by the casino cost us a significant amount of money. The banker, who was new and inexperienced, failed to realize that there were only half the cards in play when the game was stopped. This directly led to a major loss, and when we addressed the issue, the manager simply admitted the mistake, saying the banker was new but refused to refund the money. How is that fair? A casino should take responsibility for its own staff’s errors, not make players pay the price.Very unprofessional and disappointing. If this is how they treat their best customers, I wouldn’t recommend this place to anyone.