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Recently visited your poker room and had a frustrating experience right at the entrance. The check-in process involves both the front desk scanning your card and the security guard clearing you, but there doesn’t seem to be any clear or consistent order for how this is supposed to be done.
When I arrived, there were several people behind front desk , and the employee at the front desk appeared occupied and not assisting the line. There were no customers at the desk at that moment—only employees—and she seemed distracted with something else rather than helping guests.
With no clear guidance on the process, I tried to figure out the most efficient way to check in, but the lack of direction made things unnecessarily confusing.
What should be a simple and smooth entry process felt disorganized due to poor communication and coordination between staff. I later confirmed with management that either order is acceptable, which makes the lack of clear instruction even more frustrating.
First impressions matter, and this setup could definitely benefit from clearer communication, better organization, and more attentive service at the front desk. The games may be good, but the entry experience sets the tone for the entire visit.
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You’re 100% right. Walking in should be simple and smooth, not something you have to figure out on your own. While the order of check-in (security or front desk first) is flexible, the communication clearly wasn’t there, and that’s on us.
To add some context, we were recently dealing with an internet issue that affected our front desk systems, and the team may have been focused on getting everything back up. That said, we should have acknowledged you and communicated what was going on, so no excuses there.
We’re tightening this up so every guest is immediately greeted and guided, regardless of what’s happening behind the scenes.
First impressions matter a lot to us, and we want your experience to feel dialed in from the second you walk in.
Thanks again for calling this out. We’ll get it fixed.
