Wild Horse Pass Hotel & Casino

Reviews 3

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Adrianna Watson

I am a platinum player I was celebrating my birthday and decided to spend the day at the pool and received a cabana and inviting friends to spend it with me. We arrived at 1pm and was greeted by Karen and Kimberly. We asked for a certain drink and upon Karens return she said they only had enough for one drink. I asked Karen is they were able to go inside to get More of the drink. Karen retuned and said they could not due to end of month inventory. I said ok no problem what other drinks do you have. She ran me down a list and I ordered from that list. As time went on Karen "appeared" to be very accommodating and friendly. We later cashed out a check of $207 for food and liquor and tipped her quite nicely because we were pleased with the service. Karen brought us water and we continued to enjoy our time. About 7pm we were greeted by security saying that we were rude to our server and had brought in outside liquor and were rudely escorted out of the pool. There was 2 security and 3 men in three piece suits like we had comitted the ultimate crime. When I asked security how were we rude they referred to me asking Karen to go inside for a drink which again had occurred at 1pm. I also questioned why would I bring in outside liquor after racking up a bill of $207. I find it interesting that Karen allowed me to spend a large amount of money and waited until she got her tip before she made the complaint. I have never in my life been rude to any employee at this casino. Nor have I ever had this type of incident occur. And was shocked at the accusation from Karen after she appeared to be fast. Friendly and accommodating to our needs. I never felt such racism in my life. It was beyond embarrassing. Although my casino host and others were very helpful in trying to make me feel welcomed and myself and my 6 friends were offered dinner which I accepted. The casino host asked when would we like to go I said we were going to run and change our clothes and would come right down. Things actually did not stop. My friends and I were at dinner a casino host approached me and said he needed to know 4 names of people staying in my room because they had seen all of us on the camera going to my room. This let me know that security had continued to watch us after the first casino host was able to smooth things over. I had to explain to him that it was only myself and my boyfriend staying here in which he asked him for ID. I explained to him that he was already on the room. And that my friends were just changing their clothes. I really felt harassed even more so at this point. The embarrassment was again there. I have never felt so much racism as I had felt here. Needless to say my birthday was ruined and I shed real tears from the treatment I received.

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Rick P

Received a text that 25 free rooms would be given away. I called and even though I never get through to things like this I did and was able to get a free room. They asked if I wanted a king bed or to full size. I choose a king and started planning a surprise mid week getaway for my husband and I. We got to the hotel checked in and entered the room and it was freezing. It was 62 and took a couple hours to warn up. Well we got our showers and ready for bed when a baby in the room next to us started crying and saying momma and that went on for 30 minutes before I called the front desk. I was told that they would call to see if they could do something to help them with a crying baby. My husband and I waited no phone rang all we could hear is the baby and once every 5 minutes a man say go to sleep. I called back to the front desk after one hour of this and was told Security would be going to the room. Still we didnt hear anything other then the baby and after an hour and half it was quiet. I called to order room service for my husbands breakfast to be delivered at 6am. Scheduled a wake up call for 5:30. Off to sleep we went. No wake up call but I had my alarm set on my phone thank goodness. At 6:05 no breakfast so I called down to check because my husband had to leave for work no later than 6:30. I was told that another employee called us at 5am to see if you could deliver the breakfast early and he brought it to us. Well we had no breakfast and werent even awake at 5am. I was told it would be there within 10 minutes. 6:30 no breakfast and my husband had to leave for work with no breakfast. I called the manager and he told me he would comp the breakfast for me and I said COMP I didnt get anything. Everyone I spoke to needs customer service training. They are so rude and always tried to make me wrong. I know the room was free but if the service was good my husband and I would have went back. Gila River Casinos all have rude employees. They have beautiful casinos and hotels but of my goodness this was the worse and I will never be back to the hotel nor the casinos.

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Sheena Sheen

DO NOT STAY AT THIS HOTEL! They have BED BUGS!!!! I checked in on 7-16-17 and checkout at 2am in the morning after being bitten twice (maybe more-some show a few days later). I checked my bed and I found a bed bug under one of my pillows and before it got away I smashed it. I took pictures and emailed to the receptionist downstairs. I demanded a refund and my clothes to be cleaned but all they said was that a manager will get back to me. They offered to have a EMT to take a look at me but whats the point? I know what bit me and I have proof! So I left at 2am to find another hotel and called the hotel at 9am since I havent heard from anyone. The main manager (director of the hotel) was not in the office so I spoke with a front desk supervisor. She basically told me she cannot do anything about my clothing and would have to speak with the head housekeeper then someone would get back to me. An hour later she called me back and finally offered me to clean my clothes and only offered a refund because they found no evidence in the room. So she basically called me a liar and she doesnt know how I got bit by a bed bug. She was very rude, kept speaking over me and did not listen to me. I still requested that the main director to reach out to me asap (still waiting...) Another thing when I checked in the room the TV would not turn on. I looked in the back and both the TV & Cable Box was unplugged. I had to get in between there and it was very very dusty. Eww! I usually stay here for business and never had any issues till now. After all this I will no longer stay at this hotel and will not recommend this place to anyone! I am very disappointed and disgusted with the service that was given!!! Sincerely, Unhappy Customer in room 611!!

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