Tropicana Atlantic City - A Caesars Rewards Destination — Hotel in Atlantic City

I had a very disappointing and frustrating experience at the Tropicana during what was supposed to be a special trip. I had spent months planning a 50th birthday road trip from MN to Atlantic City, carefully researching hotels. I had booked three nights in the West Tower of the Tropicana, and ultimately decided to switch my booking to one night in the Havana Tower King room at the Tropicana, paying over $400 for that single night. The Havana Tower had excellent reviews, was modern, quiet, and appeared cozy—the perfect way to end a romantic trip with my husband.

Unfortunately, when we arrived around 10 p.m. after a day at the beach, we were greeted by an employee who seemed frustrated with her shift (when I asked how she was, she said "I hate working Saturdays, they're so bad") and handed us keys for our room, a supposed "upgrade to a suite," with little explanation. We realized almost immediately that we had been reassigned—not to the Havana Tower, but to the West Tower, the very tower I had specifically avoided due to poor reviews about outdated, unclean rooms, noise, and elevator issues.

Finding the West Tower was confusing due to poor signage, and the elevators did not serve the floor we needed, requiring multiple trips and long waits. By the time we reached the 46th floor, we were exhausted, stressed, and anxious about what we would find.

The elevator situation only got worse on checkout. We waited forever as massive crowds jammed into elevators going up, just to guarantee a ride down. Trying to reach our car on the 7th floor of the parking garage was no better—lines of people formed in complete chaos, and the stairwell we found was locked, costing us our place in line. We even saw older couples, some in their 60s and 70s, hauling heavy luggage up the prohibited driving ramp rather than wait for an elevator! Eventually, we did the same, and finally caught an elevator from the 2nd floor. It was an absolute nightmare. The hotel clearly cannot handle the volume of guests, and certain wings should be closed until they can manage check-in and check-out safely and efficiently.

The room itself was shocking and the decor very dated. It was enormous but almost completely bare—no cozy furnishings, no chair or table, no end tables, no rug—nothing but a bed in a corner on a box spring. One wall sconce was burned out, another flickered, and the only working bedside lamp required a cord I had to fiddle with in the wall. The bathroom had outdated, scratched brass fixtures and even a toilet phone. When I tried to adjust the thermostat, a panel fell off the wall, revealing years of dust and filth. The room smelled and felt cold and uninviting, and the atmosphere on the floor was noisy, with hallways reminiscent of a college dorm. The living room was similarly stark with an old couch and coffee table that felt very 1996.

I attempted to express my disappointment at the desk. Kyle, who seemed to be in a supervisory role, told me the hotel was sold out and offered only a $50 dining credit as compensation, which was barely useful to us since we had already eaten and do not drink alcohol. The room did not reflect what I had booked, and nothing was offered to rectify the situation in a meaningful way. I'd have appreciated a 50% discount, or something that reflected the extreme decline in quality from that which I had selected and paid for.

Overall, this experience was stressful, upsetting, and deeply disappointing—especially on what was meant to be a special, romantic birthday getaway. The room, customer service, and communication were all far below what I would expect from a reputable, high-end property. Even booking months in advance and paying for an upgrade did not guarantee a satisfactory stay. I would caution future guests: read reviews carefully, clarify your booking details, and temper expectations.

This stay was, unfortunately, everything I had tried to avoid—and nothing like the experience I had envisioned for a memorable birthday vacation.

P.s. For reference, I'm including a photo of the Havana room I...

I had checked in virtually from my home 10 hours before my trip so I had to do I scan my phone through the kiosk well that didn't work so then I had to do to the front desk meanwhile I have my two grandchildren with me 11 + 9 year olds book a two queen size bed room front desk made me wait 25 minutes went into the back room and then came back out and my cards me and the bellhop went up with the kids we had to cross over into a different Tower through the parking lot get to the room the keys do not work went back to the front desk explained it to them or the bellhop explained its own one back in the back room we had to sit and wait another half an hour for him to come out he said that they were sending somebody up from security and the room is empty but our keys did not work so he drugged my car with me and my grandkids back to the same Tower through the parking lot again and the keys did not work again maintenance came up and said that someone is in there and never checked out that he was not going to open the door he was maintenance less security so Walter my bellhop who had the patience of a saint instead of us walking back to the office again across the parking lot now it's going on midnight meanwhile I arrived at quarter of 9:00 he said stay here I'm going to go back I told them that someone was in the room so me and my grandkids stay in the hallway this time he left the court with us instead of dragging it for the fourth time back to the office across the parking lot and into the front desk he came back and said they insisted he went back in the back room explain the whole situation to the manager the manager saw me another half an hour wait now it's going on like 11:15 at night and I have my two grandkids she proceeded to tell me that they are booked they do not have a two queen-size bed for me and my grandchildren which is what I paid for 2 months in advance that she could put me in a one bed and bring into cards which I told her that is unacceptable she said well I don't know what to tell you which was very unprofessional I worked in customer service on my life and that's not what you tell the customer now it is after 12:00 I insisted that she find me a room she found me a room in another Tower which was the West Tower and she said it was the sweet I said I'll take it the kids were tired they were hungry they just wanted to go to sleep so we proceeded to the West Tower from the North Tower and Walterboro all my things in he made sure everything was put in place and I felt so bad for him so I tipped him very well it was not his fault and again this man had so much peace and she didn't get frustrated or anything so this man definitely did his job well well beyond customer service should have more employees Like Walter taking care of the front desk and the customers also the manager was like snippy on the computer when she couldn't find a room for me and I said it was unacceptable these kids are not going to sleep in a car and I asked to be reimbursed for something and she said I'll give you a 2 hour late check out on Friday instead of 11:00 I had no energy to even argue with her I was very disappointed so finally we go to sleep we wake up the toilet is overflowing in the bathroom cannot flush water came all the way up to the top Club maintenance in the morning took the maintenance man 2 hours to come but he unclogged the toilet very efficiently so the last one is 4 hours had been a total nightmare and the manager told me at the front desk I can change my room tomorrow when somebody checks out what she did not call me till 5:00 the next day which my grandson answered the phone and told her no we were going to stay in this room because I would have to pack up everything all over again and move into another room and then unpack again the very next day no that was not acceptable the night before we were ready to leave which was Thursday night we come home from being with the boardwalk and having dinner with my grandkids I'm laying in bed I look up & the ceiling. Above was bubbled up ! Leaking upstairs....

This is more like a 3.5 star review. Good place but not as good as I remember sadly.

1. Check in is a nightmare. I checked in thru email early in the morning but was told that never took. Then I go to a kiosk to check in and it makes me go to the front desk which has a line. The line is long of course. Once I get to the front desk I keep getting told I am there too early which I understand. However, I wanted to get in the queue of getting a room earlier than later and she could not do that...?

After 3 hours of no communication of a room available, I wait on the line again only to hear I was never checked in. Nothing I did above put my reservation in me being "there". How does that make sense? That means the app is useless, the kiosk is useless and the woman I initially spoke to did nothing for me.

I had PAID FOR 2 rooms in the north tower. The woman at the desk gives me a room in the west tower. I explain I had PAID reservations in the north tower. She goes on to say room types are not guaranteed. I know that is the case for fully comp'd rooms so I explain these are not fully comp'd, just at a discount rate, and she says she has to go to the back and look at the reservation. Of course she was annoyed like I did something wrong. Then when she comes out, I now hear they overbooked the north tower and the west was given as a replacement with a suite for each. I appreciate that but we can be honest and say the west tower is not like the north tower. I did appreciate the suite but the way it was presented to me was not right.

Customer service with checking in is lacking. Other hotels would make sure you are in line for a room and then you get the text when ready. To dismiss me to just come on the LONG line again is making me feel like crap.

2. The food was good, not great. Not pleased with PF Chang's at all. Service sucked and food was cold and bland. I don't like the set up as you walk in just to go down all of these stairs. Seems like so many tables on the main level are wasted.

Il Verdi was good but I remember it a lot better. It is expensive and I feel the food does not justify the casino price.

I liked the breakfast place near Hooters (Hash a Go Go or something like that).

The market in the quarter with all types of food and gelato is awesome.

3. As for the rooms, as mentioned above the west tower is not as new as the north tower. The elevators are shakey and can be a long wait. My mom's room had a shower where the lever did not stay up all the time to keep the bathrub from filling up. The rooms need a makeover. Also, it is quicker to walk from the west tower to the quarter and then go to the water fountain in the casino than use the west tower walk way.

4. I like the Tropicana casino excluding the machines by Hooters. I feel those are run down and not as lucky. I like the atmosphere and variety. I also like the High Limit Room and that it has private ATM's/cash voucher machines. A big selling point to the Tropicana is their casino in my opinion.

5. We saw a matinee show on Columbus Day which was a nice show but only 1 hour. Can't even be an hour and a half? For the price of the tickets and for us who came for 2 nights with the main point being the show, it should be longer. Took longer to walk in and out then to see the show.

6. They charge $30 for parking unless you have a card and the price goes down by various levels. That is super high. I got a $5 discount for my card. With the money I spent, charging me $25 is an insult. Not a high roller but I played a good amount of money for 2 plus days. You don't need my $25 for parking.

7. The gym at the Tropicana is nice. I love it.

8. I really like the sneaker store and hat store in the quarter. Highly recommend.

Overall, I do recommend going but plan on a problem checking in. Personally I would just wait till 6pm to check in and enjoy the day using other things. I also would eat at Carmine's and The Palm next time.

*i am editing cause i forgot to mention they have no housekeeping services offered. that is horrible for a good...