Located in the vibrant heart of London, Horizons Casino presents itself as a prime destination for those seeking an exciting night out. User reviews paint a mixed picture, highlighting both commendable strengths in its gaming environment and staff, as well as significant areas where customer service falls short.
Many patrons laud Horizons Casino for its energetic atmosphere and the quality of its gaming offerings. A recurring theme in positive feedback revolves around the casino's dedicated team, particularly on the gaming floor.
Several reviews enthusiastically praise the dealers and gaming staff for their friendly and helpful demeanor, making the experience both fun and engaging. Individuals like Nancy, Adrian, and Frank are specifically mentioned for their ability to enhance the gaming experience, creating an environment where players feel entertained and valued. This suggests that the core casino operations, particularly the interaction with table staff, are a strong point for Horizons.
Beyond the dealers, the casino's management also receives positive commendations, described as "Awesome" and "top-notch." This contributes to an overall positive vibe, with the club being called "exciting and great" by one reviewer who even invested in a platinum membership after a positive resolution to a prior issue. The sense of a smiling, welcoming team, particularly with a mention of Alex at reception, can set a positive tone for a visitor's entry.
Despite the glowing praise in certain areas, Horizons Casino faces criticism regarding inconsistent customer service, which appears to be a significant detractor for some visitors. These instances, though seemingly isolated, can severely impact a patron's perception and lead to them seeking alternatives.
The most notable complaints stem from interactions with specific staff members, particularly at the reception and bar. These incidents highlight a lack of empathy or rigid adherence to rules that can result in a highly negative experience for customers.
Horizons Casino in London offers a dual experience. On one hand, it boasts an exciting gaming environment supported by friendly, engaging dealers and an overall positive management approach that can make for a truly enjoyable night. On the other, the casino appears to struggle with consistent, empathetic customer service at key touchpoints like the reception and bar. While some visitors enjoy a "best in London" experience, others encounter unwelcoming or overly rigid staff, leading to dissatisfaction and even lost business. Prospective visitors should be aware of this mixed bag, hoping to encounter the excellent gaming staff while navigating the potential for less-than-stellar service in other areas.
Horizon Casino, located directly on Trafalgar Square, offers a modern and accessible casino experience in a prime central London location. It's part of the Rank Group's Grosvenor Casinos, known for their approachable atmosphere. Its position on Trafalgar Square means it's incredibly easy to find and access from anywhere in central London, making it convenient for a spontaneous visit. Casino offers a good range of traditional casino games (blackjack, roulette, poker) alongside numerous slot machines and electronic terminals. It is well-maintained and provides a comfortable gaming environment and include a bar and restaurant providing options for drinks and food without leaving the venue. Like most casinos, it operates late into the night, offering entertainment when other venues might be closed. Horizon Casino is a solid choice for those looking for a casual gaming experience in central London. Its unbeatable location is its strongest asset, making it easy to drop in for a few hours of entertainment, a drink, or a meal.
Apart from the generic decent experience, Dragos from the counter didn’t pour 1 pint of beer when my friend showed him the “5.28” he was teased to see if the bartender could make it. He was waiting patiently and when 5.29 struck the bartender was free and looked at his supervisor (Dragos) who then looked at his watch, saw it was 5.30 and said no more drinks. This is categorically unfair and evil to someone who was nice, waited patently and didn’t deserve poor customer service from Dragos who then claimed they couldn’t do anything about this. Thanks All!
After a formal appology ftom one of the promtions department, the club is exciting n great, I even went all in and purchased the platium membership card.
As me and my boyfriend approached the reception desk the staff member insinuated I was ‘drunk’ and ‘intoxicated’. No hello or how you doing just asked for ID’s and started being convinced I was drunk. This approach made me uncomfortable and we left the building and went to empire casino next door and had the best time. Keep doing what you’re doing and you will lose more customers
Horizons Casino is one of the Best Casinos in London! The Gaming staff are the friendliest, most helpful you will meet! Special mentions to dealers, Nancy, Adrian, Frank who make gaming fun and exciting! All the managers are Awesome too!!