The low star rating is solely for the staff's complete lack of attention to safety on the escalators. Went last night, bought the Groupon for the open bar car - that part was fantastic - great bartender and perfect views.
But while we were entering the building a huge your group came in and were processed through the ticket area on the first floor and sent up the first set of escalators. No one from the High Roller or the tour operator was paying attention and there were about a half dozen kids from the tour group playing on and blocking the escalator that was not running. The escalator that was running was not manned and no one knew that the tour group had COMPLETELY blocked the top of the escalator and were not moving into the HUGE open area near the bar. People were crashing into the people at the back of the line, some almost fell backward down the escalator. We told the people to move and no one did, so we went around against the wall to avoid being in the way of the next people coming up. It was a frightening and EXTREMELY dangerous situation that was repeated on the next escalator.
At the top of the second escalator was one staff member who was questioning riders ABOUT PICTURES - right as they got to the top - well - the tour group members did not understand him and kept stopping, again creating a roadblock at the top as people were crashing into those ahead of them. One of the people in my party had to grab two kids who had run in front of their parents and turned to look down the escalator, then tripped when they hit the people at the top and were falling into the top of the escalator.
The absence of ANY staff on the escalators to address safety and the fact the the only staffer at the escalator was completely oblivious to people crashing into people right in front of him, is inexcusable! They were lucky no one (that we saw at least) was hurt.
We alerted three different staff members to the situation and neither acknowledged the concern or moved from their posts (one was scanning tickets, one was the idiot at the top of the second escalator who just blinked at us and went back to his questions, last was the girl who was also trying to sell photos. These were the ONLY staff members (other than one bartender) that we saw between security and the area where you get photos taken and load for the ride.
If you go - look up to make sure it's safe to go up. I've never had to think about that before, but after the dangerous situation created by the High Roller's lack of line management or concern for safety - I'll make sure to look before stepping on the staircase.