Firstly, the casino can become "too busy on Saturday nights," which might impact the comfort of the experience for some guests. Planning visits during off-peak times could offer a more relaxed atmosphere.
Secondly, one review highlighted an initial negative interaction with a receptionist regarding registration and data removal (GDPR). While this issue was promptly and excellently resolved by management (Kez) and bar staff (Alexis), it suggests a need for consistent training across all front-of-house roles to ensure every guest's first impression is a positive one.
Food is great nice place too busy on saturday nights tho.Could do with more slot machines. Howabout bring back the craps table? Everyone loved it.
I’d like to share some feedback regarding a recent visit with friends.We had initially planned to simply use the bar area, but were informed that we needed to register first. While we were going through the registration process, I inquired whether I could later request my details and profile to be removed from the system as i would not need it after using the bar that night. Unfortunately, the receptionist was quite rude and dismissive, stating that once you register, your profile cannot be removed. She insisted she was GDPR-trained, but clearly demonstrated a lack of understanding on the subject. When I asked for her name to make a formal complaint, she refused. I then asked to speak to a manager, which she also declined to arrange.Thankfully, Kez, the manager, eventually came to speak with us — and she was an absolute star. She handled the situation with professionalism, empathy, and warmth, completely turning around the experience. Her manner made us feel respected and welcome, to the point that we decided to return to the casino the very next day.I'd also like to give a special mention to Alexis, the Bar Manager (I hope I’ve got her name right), who was incredibly kind and thoughtful. Understanding the situation we experienced downstairs, she generously offered us drinks on the house, which was a lovely gesture that didn’t go unnoticed.While the initial interaction at reception was disappointing, Kez and Alexis both showed what great customer service looks like. They are fantastic representatives of the Grosvenor brand, and I hope their efforts are recognised.
We visited Grosvenor casino today and took my brother today for the first time as he’s just turned 18, he is autistic and loves playing all the games at home. All the staff where great with him but especially Sammy was amazing answering all his questions and explaining everything to him in a perfect way for him to understand, he really enjoyed his night, thank you :)
Chris and Ana thank you for great service and hospitality. Definitely coming back!:)
I came to the place and i was assisted by an an amazing lady called Marina she was very helpful she was very understanding i fall in love just how she interacted with me well done Mariana your the reason fir me to come over and over thank you very much