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Terrible Experience At Resorts

We went to Atlantic City in early June of 2005. We had reserved three rooms at Resorts for our group of six people. When we arrived at 9 PM, one of the rooms was still not ready. The manager would not give us a timeframe for when the room would be ready and told us to check back "later." At 11 PM, the room was still not ready and we told the front desk that we would be making arrangements elsewhere for the two people who were supposed to have stayed in the room. Imagine our surprise when we checked out and found that we were charged for the room that was never delivered to us. Resorts' policy is that once you show up, they charge you for the room. Never mind that the room was not ready at 11 PM. The manager's attitude was, essentially, "Too bad. You checked in." She was completely rude to us and never so much as apologized for not being able to deliver us the room that we had reserved. We found that response to be flabbergasting. In the hospitality industry, especially in a place like Atlantic City, making your customers want to come back to your hotel is the most important thing. Resorts does not seem to understand this concept. We will never go back to Resorts again. If Resorts cares so little about my satisfaction, I will take my business elsewhere. With such a low level of devotion to customer-happiness, it is no wonder places like Resorts are getting killed by the Borgatta and the Tropicana.