Manager was awful. Waited 2 hrs for food, waitress quit, manager didn't know how to manage and no one seemed to know who was doing what. Terrible experience
Chatrian
This restaurant is inside of the casino. We were not informed that kids are not allowed inside after 10pm EVEN if they are with their parents! We had planned a reservation here for dessert for a young teenager's bday after seeing a show. We were turned away. This should be communicated up front to avoid disappointing customers who are planning special occasions.
Sydney
We were so excited to give the sugar factory a try for my daughters birthday, but the excitement was quickly brought down! Everything was a very slow process from the start, specially for someone who had a reservation for 5 people! We waited 20 minutes to place our food order, and then we waited OVER 1HOUR and 20MINUTES for our food. Waitress came multiple times it's almost done kitchen is on it, then the last time she told us there are 3 tickets ahead of us. NOT acceptable asked for everything to go and the check. All the manager said was we have no excuses we dropped the ball. Why yes you did, but thanks for 2 hour crap experience. I will say at least my daughter got her ice cream!
Christina
I scheduled a reservation to throw a 30th and a 40th joint birthday party. In advance confirmed we could decorate 10 to 15 minutes before our reservation time. We had children with us and had difficulties getting through the casino without a text from sugar factory saying our table was ready. Once we finally made it into sugar factory, we had major issues with the hostess refusing to let us be seated until our entire party was there, even though we explained it was for a surprise party and we were given permission to set up in advance. Thankfully I called sugar factory and spoke with the manager, and he was very apologetic and addressed this issue with the hostess and made immediate accommodations for us. Our server was absolutely wonderful. The only other issue we had was that we had a party of 11 and we're only given 3 menus as we were told they were short on menus so that was difficult and also they seemed to be short staffed which happens, but do to this it was almost 40 minutes to an hour before our drink orders were even taken and probably an hour after we ordered food and another hour received food. We were probably there for four hours and ate a lot later than expected, but the manager was amazing and our server was amazing. The hostess was a real problem. The food and drink drinks were delicious and the menu options were wonderful. The environment was great and the birthday celebration was wonderful, although quite pricey. Overall had the hostess not almost ruined our surprise party all was great.
KC
Horrible service, our food was cold. Wait times were extremely long. We had to get comp for our food.
Alexia
We came for my daughter's Sweet 16 and a big group of 14 teens. It was a blast. They got us seated quickly. The Server was energetic and friendly. The ambience was exactly what my daughter wanted. Everyone had a great time. We paid for the “King Kong sundae” and they came out dancing with her song choice. It's expensive but it was worth it. The food was okay nothing spectacular but it was vibe! We even got some fun drinks to share.
Jaynae
Many of the menu items were unavailable no chicken for alfredo, no candy/cotton candy for drinks, no cheesecake, etc. The food was mediocre, but service was great. Definitely will not be returning though!
LaToya
Restaurant is located inside Hard Rock Hotel that is very smoky. I would not recommend for kids. Cookie Monster milk shake was good. Decor on shake was stale. Food was just ok. Pass
Melanie
11 am reservation, only another couple or so sitting, after an hour after placing the order, we never received any food. Left without eating, so did other guests.
tina
Server did the best she could but food was just “ok” and over priced. Kids burger patty was burnt but after waiting an hour for food, we just shared ours. This restaurant seems very chaotic
Do NOT attempt to eat at the Biloxi location! We waited over 20 minutes to be acknowledged and seated for a reservation. We then waited an hour to receive 2 glasses of water for a party of 4 (including 2 kids). We were told they were out of multiple products we tried to order while seeing those items being delivered to other tables (sliders and salad) and then hearing orders being taken for those items after we had to change our order. We left after an hour and 20 minutes without having a single bite to eat. Will never go again.
Haily Hunley
Waited over 2 hours to get our food. Lady standing at the front letting people in was extremely rude. Definitely a one time experience we won’t be back.
Atmosphere: 2
Food: 3
Service: 1
Marketta
The actual atmosphere of the place was great, but the timing was crazy. I don't understand what is the purpose of making a reservation for a certain time and not being able to get in at that time we had a reservation for 730 we got there we didn't get in until 8 We didn't get our food until almost 1030. It was crazy
Troy White
Was trying to book a party package to celebrate my nephew’s birthday here. I filled out the form online almost two weeks prior and no one has yet to respond back to me in regards of booking this event. What’s the purpose of having potential patrons filled anything out if you’re not going to reach out. Thankfully I found another establishment near that offered more for my party of 15
Rachel
Took my daughter to the Sugar Factory for a mommy/daughter night, and let’s just say… it was memorable, but maybe not for the reasons I hoped.
First red flag: I tried calling ahead because we were running late for our reservation, only to discover the phone number was disconnected. No new number, just radio silence. Not a great start when you’re driving an hour and hoping the place still exists.
We finally get to the Hard Rock, walk inside, and boom! Instant cigarette fog. I immediately remembered that casinos still allow smoking, and my lungs instantly filed a complaint.
Then we get to the ID checkpoint, where security decides my emailed reservation confirmation isn’t good enough. They wanted a “seating confirmation,” whatever that means, and even suggested I leave my 9-year-old behind while I walked to the restaurant. Absolutely not. That felt like a liability, a lawsuit, and a Dateline episode waiting to happen. After proving the phone number didn’t work (cue awkward glances), they finally let us through.
We arrive triumphant! But only to wait over 30 minutes even though we had a reservation. Thankfully, the staff was kind and did their best, but at this point my daughter and I were on our second chapter of “The Hunger Games: Hard Rock Edition.”
Inside, the Sugar Factory is cute, colorful, and exactly what you’d expect… except for the nonstop loop of old Kardashian promos from 2014. It felt like being trapped inside a time capsule sponsored by reality TV. Also, the Christmas music was so loud I’m pretty sure it rearranged my internal organs. Conversation? Not happening. Charades was our main communication method.
Now, the food. My daughter’s sliders were so dry they could’ve doubled as hockey pucks. The buns were auditioning for the role of “sponge” in a school science experiment. My steak tasted like it had been pan-fried, then microwaved, then maybe run over by a forklift for texture. The cartilage left on it was… a surprise guest star. The fries, though? Delightful. I clung to them emotionally.
Dessert: we got the holiday French toast with churros, and I will admit—this was the hero of the night. Delicious, festive, and the only thing saving this review from 1 star.
Overall takeaway: If you don’t mind smelling like you’ve been chain-smoking behind a casino, shouting at your dinner date to be heard over Mariah Carey at 120 decibels, or waiting forever for food that tastes like it’s seen better days… then hey, you might love it! The desserts do look fun, and that French toast was legit good.
But honestly? There are so many local dessert places that would knock the sparkles off anything the Sugar Factory served—no reservation drama, no lung damage, no Kardashians duck faced on loop posing with desserts they hardly touched.
We won’t be back, but my daughter loved the dessert, so the night wasn’t a total loss.
Manager was awful. Waited 2 hrs for food, waitress quit, manager didn't know how to manage and no one seemed to know who was doing what. Terrible experience
This restaurant is inside of the casino. We were not informed that kids are not allowed inside after 10pm EVEN if they are with their parents! We had planned a reservation here for dessert for a young teenager's bday after seeing a show. We were turned away. This should be communicated up front to avoid disappointing customers who are planning special occasions.
We were so excited to give the sugar factory a try for my daughters birthday, but the excitement was quickly brought down! Everything was a very slow process from the start, specially for someone who had a reservation for 5 people! We waited 20 minutes to place our food order, and then we waited OVER 1HOUR and 20MINUTES for our food. Waitress came multiple times it's almost done kitchen is on it, then the last time she told us there are 3 tickets ahead of us. NOT acceptable asked for everything to go and the check. All the manager said was we have no excuses we dropped the ball. Why yes you did, but thanks for 2 hour crap experience. I will say at least my daughter got her ice cream!
I scheduled a reservation to throw a 30th and a 40th joint birthday party. In advance confirmed we could decorate 10 to 15 minutes before our reservation time. We had children with us and had difficulties getting through the casino without a text from sugar factory saying our table was ready. Once we finally made it into sugar factory, we had major issues with the hostess refusing to let us be seated until our entire party was there, even though we explained it was for a surprise party and we were given permission to set up in advance. Thankfully I called sugar factory and spoke with the manager, and he was very apologetic and addressed this issue with the hostess and made immediate accommodations for us. Our server was absolutely wonderful. The only other issue we had was that we had a party of 11 and we're only given 3 menus as we were told they were short on menus so that was difficult and also they seemed to be short staffed which happens, but do to this it was almost 40 minutes to an hour before our drink orders were even taken and probably an hour after we ordered food and another hour received food. We were probably there for four hours and ate a lot later than expected, but the manager was amazing and our server was amazing. The hostess was a real problem. The food and drink drinks were delicious and the menu options were wonderful. The environment was great and the birthday celebration was wonderful, although quite pricey. Overall had the hostess not almost ruined our surprise party all was great.
Horrible service, our food was cold. Wait times were extremely long. We had to get comp for our food.
We came for my daughter's Sweet 16 and a big group of 14 teens. It was a blast. They got us seated quickly. The Server was energetic and friendly. The ambience was exactly what my daughter wanted. Everyone had a great time. We paid for the “King Kong sundae” and they came out dancing with her song choice. It's expensive but it was worth it. The food was okay nothing spectacular but it was vibe! We even got some fun drinks to share.
Many of the menu items were unavailable no chicken for alfredo, no candy/cotton candy for drinks, no cheesecake, etc. The food was mediocre, but service was great. Definitely will not be returning though!
Restaurant is located inside Hard Rock Hotel that is very smoky. I would not recommend for kids. Cookie Monster milk shake was good. Decor on shake was stale. Food was just ok. Pass
11 am reservation, only another couple or so sitting, after an hour after placing the order, we never received any food. Left without eating, so did other guests.
Server did the best she could but food was just “ok” and over priced. Kids burger patty was burnt but after waiting an hour for food, we just shared ours. This restaurant seems very chaotic
Restaurantji Recommends
Do NOT attempt to eat at the Biloxi location! We waited over 20 minutes to be acknowledged and seated for a reservation. We then waited an hour to receive 2 glasses of water for a party of 4 (including 2 kids). We were told they were out of multiple products we tried to order while seeing those items being delivered to other tables (sliders and salad) and then hearing orders being taken for those items after we had to change our order. We left after an hour and 20 minutes without having a single bite to eat. Will never go again.
Waited over 2 hours to get our food. Lady standing at the front letting people in was extremely rude. Definitely a one time experience we won’t be back.
Atmosphere: 2
Food: 3
Service: 1
The actual atmosphere of the place was great, but the timing was crazy. I don't understand what is the purpose of making a reservation for a certain time and not being able to get in at that time we had a reservation for 730 we got there we didn't get in until 8 We didn't get our food until almost 1030. It was crazy
Was trying to book a party package to celebrate my nephew’s birthday here. I filled out the form online almost two weeks prior and no one has yet to respond back to me in regards of booking this event. What’s the purpose of having potential patrons filled anything out if you’re not going to reach out. Thankfully I found another establishment near that offered more for my party of 15
Took my daughter to the Sugar Factory for a mommy/daughter night, and let’s just say… it was memorable, but maybe not for the reasons I hoped.
First red flag: I tried calling ahead because we were running late for our reservation, only to discover the phone number was disconnected. No new number, just radio silence. Not a great start when you’re driving an hour and hoping the place still exists.
We finally get to the Hard Rock, walk inside, and boom! Instant cigarette fog. I immediately remembered that casinos still allow smoking, and my lungs instantly filed a complaint.
Then we get to the ID checkpoint, where security decides my emailed reservation confirmation isn’t good enough. They wanted a “seating confirmation,” whatever that means, and even suggested I leave my 9-year-old behind while I walked to the restaurant. Absolutely not. That felt like a liability, a lawsuit, and a Dateline episode waiting to happen. After proving the phone number didn’t work (cue awkward glances), they finally let us through.
We arrive triumphant! But only to wait over 30 minutes even though we had a reservation. Thankfully, the staff was kind and did their best, but at this point my daughter and I were on our second chapter of “The Hunger Games: Hard Rock Edition.”
Inside, the Sugar Factory is cute, colorful, and exactly what you’d expect… except for the nonstop loop of old Kardashian promos from 2014. It felt like being trapped inside a time capsule sponsored by reality TV. Also, the Christmas music was so loud I’m pretty sure it rearranged my internal organs. Conversation? Not happening. Charades was our main communication method.
Now, the food.
My daughter’s sliders were so dry they could’ve doubled as hockey pucks. The buns were auditioning for the role of “sponge” in a school science experiment. My steak tasted like it had been pan-fried, then microwaved, then maybe run over by a forklift for texture. The cartilage left on it was… a surprise guest star. The fries, though? Delightful. I clung to them emotionally.
Dessert: we got the holiday French toast with churros, and I will admit—this was the hero of the night. Delicious, festive, and the only thing saving this review from 1 star.
Overall takeaway:
If you don’t mind smelling like you’ve been chain-smoking behind a casino, shouting at your dinner date to be heard over Mariah Carey at 120 decibels, or waiting forever for food that tastes like it’s seen better days… then hey, you might love it! The desserts do look fun, and that French toast was legit good.
But honestly? There are so many local dessert places that would knock the sparkles off anything the Sugar Factory served—no reservation drama, no lung damage, no Kardashians duck faced on loop posing with desserts they hardly touched.
We won’t be back, but my daughter loved the dessert, so the night wasn’t a total loss.
Atmosphere: 2
Food: 1
Service: 2
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