Address: | 111 Richman St, Black Hawk, CO 80422, USA |
Phone: | +1 720-946-4000 |
Site: | ameristar.com |
Rating: | 4.1 |
KY
kyle b.
ABSOLUTELY AWFUL! first off im 30 years old, i got IDd 9 times in 30 minutes..i get keeping kids out of casino..but you are a casino!!!! how do you not have facial recognition software to check people with your countless security cameras? then they just offered me this cheap plasticized wrist band (the kind that you pretty much have to cut off to remove) even after i told them repeatedly im allergic to most dyes and i cant wear it to "prove im of legal age so i wont be carded again." this is both ridiculous and annoying. Of those 9 times i got IDd 3 of them were by the SAME security guard. in a 30 minute period! then the bathroom by the buffet was so filthy that i could see urine covering almost the entire floor, the soap dispensers were out, the paper towels came out but were so flimsy they left bits and pieces of paper on my hands. were all that not bad enough, the machines are so tight i couldnt even play...$500 and not single bonus on a single machine except for a cashman that paid out..i think it was $3.00. tried my luck at the tables thinking it would be better, the people at the table with me were so incredibly drunk they kept picking up and showing eachother their cards and the waitresses KEPT SERVING THEM! im pretty sure that isnt even legal. the dealer was rude, the pit boss or whatever they are called kept walking up behind me and putting his hand on my shoulder (creepy much?) and kind of implied that i might be attempting to cheat..didnt say that but i definitely got that feeling..because..you know i cheat to win 200 at blackjack when im already 300 behind. the food! the buffet was just..awful. luke warm food, paper thin slices on the prime rib, horrible desert selection, even their pizza section tasted like it was thawed out and microwaved. one of the worst salad bars ive seen, they should have just gotten rid of it. slow service as well (i had finished my plate before they even got around to bringing me my drink, and there isnt even a soda fountain for free in the buffet, even though there is free soda throughout the entire casino) when i tried to use the ATM machine..it didnt give me my cash, said "error unable to dispense" so i said "ok ill wait a few minutes" after 20 minutes without help i had to flag down a cleaning lady who couldnt understand me, point at the screen till she knew what i needed, and then waited another 10 minutes before a technician came over. who needs cash in a casino, right? now that all was terrible enough, but i had a comped free room, but since i live about 30 minutes away it wasnt very useful to me, so i went to the desk to ask if i could check my friends who drove up from castle rock into the room using my comp. the lady at the desk was not only rude and insulting, but simply refused. she didnt even offer me a reduced rate..good business sense there, lets not help our customers stay here and play longer. I could have simply checked in myself, gave my friends the key, and the hotel would never have known. after how bad the rest of the night was we just said screw it and left, after a nerve racking attempt to get through what has to be the worst designed parking garage ive ever seen. Especially when more than half of your customers are elderly with big boat sized cars and terrible depth perception. will never play here again, stick to isle of capri or the lodge, they treat their players with atleast some level of respect. Ameristars parent corporation should be ashamed, the management should be fired for clearly not keeping their staff on their toes, and the staff..should get another job that they are capable of doing.
MA
Marc Beerline
This is a very nice hotel with nice rooms and a very fancy swimming pool, etc etc. What isn’t nice about this hotel is their customer service. The way I was treated by the guest services supervisor, Eric McWilliams was without question the absolute worst customer service I have ever received. I had booked some rooms about 5 weeks in advance and was given a pretty good rate. I was surprised that the phone transaction had gone so easily and that I did not need to speak to a supervisor or anything. It was agreed that I would pay a single price for both rooms. I found it strange that I did not need to pay at all upfront or anything to reserve the room and that I would be charged upon arriving. When I checked in, I was charged twice for each room and when I went to explain this error to the supervisor, he stated that, contrary to the phone conversation, the quoted price was for each room. They were trying to double charge me and go completely against the prior reservation. In addition to that, the e-mail confirmation I received when I made the reservation did not quote a specific price in the receipt. Why an organization would not provide a price in a receipt is beyond me. When I explained this to the supervisor, I was forced to wait 20 minutes to even speak to someone about this issue. The supervisor lied to me and stated that he made the reservations himself. I know this was untrue because I very clearly spoke with a woman and the supervisor was very clearly a male. He then proceeded to condescendingly tell me that this was my error and took no accountability for the errors of his employees or himself with the pricing. Not only was he rude, but he had no problem admitting that this was absolutely terrible customer service and that he had no problem taking zero accountability for his errors. More than that, he was crass, callous and showed no willingness to do ANYTHING to make my experience better. I requested a refund on my second room as I was unwilling to pay double the initially agreed upon price. It took the supervisor about 20 minutes to issue a simple refund (a process that should have taken no longer than 1 minute). Not only that, but the supervisor did not actually process the refund because the charge was still on my account several days later and had not been refunded. I now have to go through a dispute process through my credit card company. On top of that, it took the staff roughly 20 minutes to find my room at the initial check in and it wasn’t even ready. I had to wait an additional 1.5 hours for it to be cleaned and prepared. Nothing was done to accommodate my inconvenience either. If you see the guest services supervisor Eric McWilliams, move quickly in the other direction unless you like being spited on, double charged and talked down to. Great hotel, great rooms, but absolutely the single worst customer service experience I have ever had.
VI
Victorie Richard
We usually travel a few times a week to unwind and have a "date night". Unfortunately, we have never been impressed by the food, Starbucks has been pretty consistent. The rooms have had different issues, most of the time they are very hot and we have tossed and turned. Since they were comped rooms we figured we wouldnt be "those type of people", but recently it feels as if the security is hovering over you at all times and tonight after reserving a room we waited over 3 hours with my daughter to try to figure out how they could run a card for incidentals for a comped room even though the confirmation says nothing at all about it. During this escapade my husband dozed off on the couch while we were waiting for them to receive an email and they told him he needed to leave because he fell asleep. After staying in rooms for over a year on a weekly basis and spending plenty of money here without them ever having to charge my card for any damages I couldnt believe they made us wait and cause so much frustration that got us absolutely nowhere. Their system doesnt seem to accept any outside communication, thus our efforts were useless. They did recommend us to just get a room at the Isle. What kind of customer service is that? They refused to take a cash deposit and put my card on file, so we had no other option but to return home, extremely frustrated and tired after midnight. I guess they believe the below standard food and customer service will keep the guests coming. Perhaps the higher ups just dont have confidence in the staff to allow them to accommodate guests on a case by case basis, especially when they end up running off customers that spend more than a grand a week there. Very stupid move! Now I wish we did complain about everything that was wrong on our previous visits. I will take my business to Mardi Gras where we have always been treated like guests that they appreciate and the food is better priced and better tasting. We may not be able to stay the night, but in those hot rooms we really werent getting much sleep anyway. Plus the staff actually remembers you and doesnt continuously stalk you trying to see a wrist band, even though you have kids that are almost of age to gamble. Time for them to reevaluate what guest services really means!