Ocean Casino Resort

We still got a short break from work and parenting out of the weekend, but I wouldn't count on Ocean Casino Resort for a special occasion again. The hotel is nice and has potential, yet the service and attention to detail fell short for what we paid and what we'd arranged. I'd emailed the concierge several times before our visit to arrange balloons and rose petals for my wife's 35th birthday. I had also booked dinner and comedy tickets. At check-in, staff admitted they'd forgotten the room surprise. They upgraded us to a suite and said they'd set it up while we were out the next day. But the suite hadn't been cleaned properly: used juice bottles were in the fridge, dirty kids' band-aids were behind the couch, and the sheets were stained. We were already there and decided to make the best of it, glad for a couple of days away from the kids. They did put up the birthday balloons the following day, but they said 34 instead of 35. My wife laughed it off, since most women don't mind being a year younger, but I was frustrated again. Her age was clearly in the emails, so it seemed like such a simple detail to get right.

In Room 4518, we found dirty underwear in the closet when we arrived. I contacted Guest Services right away, but it was late and my family had settled in, so I declined housekeeping then. The next morning, there was hair clogging the shower drain, blood and toothpaste visible in the sink, and waste left in the ice bucket. The room clearly hadn't been cleaned and inspected properly before we arrived. I manage upscale properties myself and know small things can be missed, but this went well beyond a minor oversight. Guest Relations gave us a partial refund after reviewing the complaint, which I acknowledge. Still, their communication felt procedural and at times dismissive, especially when they focused on documentation instead of the sanitation concerns. I hope management improves both housekeeping and guest communication.

We always have a great time here. The outdoor space is lovely and park-like, the beach is nice in summer, and the pools are awesome. There's plenty of food and restaurant choices, good comps, and a fabulous casino that's manageable in size with all our favorite games.

The beds and pillows were comfortable enough that I, someone who usually has trouble sleeping in hotels, slept well here. The room had an amazing view, and everyone from room service to security was helpful when I was figuring out where to go. There's so much to see inside the casino because the place is huge. I don't gamble, but I'd definitely stay again when I'm in town for another conversation. Thank you.