Rampart Casino — Attraction in Las Vegas

Rampart Casino has to have the worst machines in Summerlin! The customer service has also gone down the drain! I went to the Deli to order a rueben sandwich. I didn't get my order for 51 minutes. There was only one guest in line in front of me. I played the machines while I waited to be called for my order. After 38 minutes, and hearing them call 4 or 5 other names; I went in and asked the lady who took my order where was my sandwich. She said rudely, "it takes about 20 to 25 minutes" and walked out the door! Not informing the cook or management of my concern! The manager looked to be training a cashier, and 4 other employees were side by side with their back turned as if they were in a meeting. Not one person acknowledged me until I said excuse me. The employee walked over to me and towards the cooks line where they put the tickets. My ticket was lying there untouched, not hanging like the rest! The young lady huddled with another emoloyee and then approached the manager, who I believe may have been Jesus. I know his name started with a J. He didn't show much concern or even approach me to apologize or explain the "mixup." I'm trying my best not to use the race card and assume it was a mistake. It so happens the slot directors Eric walked in and spoke to me. I told him what was going on and how upset I was. Being a regular customer, I know pretty much most of the employees. I respect them, and they treat me with respect. This, however, is pretty much going to be the last straw. There have been quite a few let downs lately. The management is becoming more and more petty! The drawings here are definitely for hand picked people. I've been hearing it for years from other players that have stopped going and now go to Redrock or Suncoast to play. They say they see the same faces when they have the weekly drawings. Same faces, same names called. At this point, I really need to stop patronizing this property. If I didn't have such an awesome casino host, I would have stopped going there long ago. They have stepped up and hired some very handsome staff, especially in security. It's really the eye candy and my host that keep me coming. At this point, however, that may not be enough. I've had a few trips that just weren't up to par. I'm still debating returning to Hawthorne with my last experience. I did, however, speak to Marc the restaurant manager, and he promises complete satisfaction. I'll see how that goes . For now, I'm really thinking about finding another place to play. Fountain Bleau has welcomed me with open arms, and I've not yet accepted the offer as well as Redrock. For now, Rampart is my least favorite place to play. Earl Grey's has amazing staff, however. The cashiers, bus people and staff are always great. Dee, who also does room service, is always amazing. The lady Mary who brings the drinks is the best and always treats everyone like a VIP! She definitely deserves a raise. I have to say the cashiers are amazing and go above and beyond for me each and every time I dine there. I can't recall everyone by name, but I do have two favorite cashiers too. The valet staff is amazing! Although they rarely park my vehicle, they acknowledge me by my last name and greet me with a smile! I have a few front desk agents such as Trey, and I believe her name is Gina, who always make my day. The one thing I will say is that you definitely hire the nicest people ever. You have a few bad apples that spoil it. The deli manager and the cashier, I believe, are recent hires. They could both use a customer service class! I didn't talk about the sandwich that a different cashier went above and beyond to bring me after I said cancel the entire order 45 minutes after ordering. She was looking for me when I walked by, and they had added about 7 or 8 bags of chips for compensation. I appreciate the efforts. I wouldn't have fed my dog that soggy sandwich. I requested extra sauerkrut, the sandwich was soggy and soaking wet! A good cook would generally put it on the side (especially on a to go order)! 0...

The sports and race book suck- I've been going there regularly since the hotel opened when the race book was a small bar right off the casino- Always liked being away from the strip and my parents live nearby. I may stay at the hotel again, but I'll be uber-ing to the Suncoast or Red Rock to play the horses. The book has become unwelcoming. Every teller couldn't wait to tell me that they only "cater to locals" and drink coupons are given out at their discretion. I bet $40 on a horse and asked for one and the some little brat named Travis says, you gotta bet $50, so I say, put another $10 on the horse and he says "too late!".. lol -I say "you gotta be kidding?" I go over to the bald manager and told him about it , and he awkwardly backed up the teller... The guy lied to me telling me that has always been their policy (like I said, I've been there 200 times in the last 25 years) - the man had nothing remotely resembling social skills- We stayed in a kind of run down suite that cost almost $400 a night and spent a lot of money all week at the restaurants at the hotel- After dinner one night I stop by the book to bet some baseball- I put $600 on the cubs, and jokingly asked the teller if he was gonna get in trouble for giving me a drink coupon. A normal guy woulda made a joke back, but this kid got upset- I was the only one in the book (go figure) and he goes over to the night manager and he's obviously talking about me?? So weird. The next bet I made was $50 on a horse, again I ask for a drink coupon and he says "I'm cutting you off", lol, when I asked why he said, it's at our discretion and we cater to regulars".. I told the manager about it, and she came back with an incoherent absurd answer- She looked scared of me so I left it alone- On my way out I told the bar tender who I was tipping $5 a beer that they "cut me off", he was as stupefied as I was. I thought I was on Candid Camera or something as it made no sense- They were as unwelcoming and unappreciative of my business as humanly possible. Why? Who knows. I'll never make a bet there again, and were looking for another hotel to stay at when were in town- I'm gonna dump my Marriot Bonvoy card as soon as I use my free rooms and 200,000 points... We travel all over the world and I've never been treated like that before- It was really strange- Tracy at the Spa Tower desk was great, but nothing can overcome the bad experience at that book. I hate...

In the last few years, this place has really gone downhill. It started with Hawthorne Grill, which is overpriced sub-par food. Anyone with a palate will see that they're trying to be a strip restaurant, but fail hard. Shame, because Ceres and the Summerlin room were actually good restaurants. (note: the holiday brunches they run in the Hawthorne space are fantastic... They've raised the prices $20, but it's still almost worth it... avoid the "s'mores" though, they're not s'mores and they serve them on cold plates so the chocolate firms before you get back to you seat to enjoy.)

Next, they closed Shizen to open Jade. Another miss. Shizen was much better - focused. This place has fried rice that isn't fried and sushi that isn't as popular so it sits around too long. They can't even get Tonkotsu ramen right. It may be from a can, it's definitely not slow cooked bone-broth.

They closed Shizen to make room for thier "new" buffett, which they've remodeled. Let's be frank here, it's lipstick-on-a-pig. It may actually be worse now, I've been twice and won't be going back (even when it's free). It is most definitely not better.

Now, if they're not getting negative feedback from their typical clientele, it could be that the Silver generation to which they cater is too polite. It could also be that they've lost thier palates (loss of taste and smell is natural over 60, like needing reading glasses is natural over 45.) But their goal with these changes is to bring in younger patrons. If you're young, don't go here - you'll be extremely disappointed.

I have anecdotal evidence that they've tightened their machines, too, but can't prove it. I can tell you that thier loyalty program pales in comparison to the Strip, and to the other locals casinos. Sure, they give you more free play/comp per point, but it's harder to earn points, they have inflated pricing ($18 for a cheeseburger is more than Gordon Ramsay's), and they know that if you get cash back, you'll lose it on thier tighter machines. All of this makes sense, because something is finding thier expansions and remodels.

What I'm saying here is that I now avoid the Rampart unless I'm going in for free play - or have people in town staying @ the JW Marriott (this is not a Marriott review, it's a Rampart review). Then, I play it and leave, or pick up my guests and head elsewhere. I suggest you...