|Address:||777 Grand Ave, Onamia, MN 56359, USA|
We booked a block of rooms for my wedding and it was a complete disaster from the start. With little to no options in the area near the venue we unfortunately had no choice but to book with Grand Casino, Mille Lacs. 1) The events manager Lisa did not return any of our calls or emails regarding room changes or address the fact that when we visited the hotel to inquire about suites, they didnt have our information in the system. This was 2 months after we booked the block of rooms. 2) Zero to no flexibility on check in time. Fine, I understand that however, my bridal party and I arrived at 4:00PM to check in (as that is the check in time) and our rooms were not ready. We were informed the rooms werent going to be ready until 4:30-5:00. We were late to the rehearsal dinner. 3) The rooms were filthy. I stayed in a Jacuzzi suite and the Jacuzzi jets had an immense amount of filmy grime over them, along with dust everywhere through out the room. 4) We coordinated with the front desk to have a shuttle take part of the bridal party to the venue at 8:30AM on Saturday morning. We were told that no shuttles were booked and that no shuttle was able to take us. We arranged for some family members to take us to the venue as we needed to be there at 9. As we loaded our cars, a shuttle pulled around and stated he was there to take us to the venue. Apparently there was a miscommunication between the front desk and security. Regardless, I was once again late and had vendors waiting at the venue for us we arrived. This is just to name a few major issues I encountered. Overall, the lack of communication between staff members and the over lack of customer service my family, guests and I experienced at this hotel was appalling. This might be an average hotel if you are staying one night, traveling etc but if you are booking this hotel for a wedding/room block or any other event, be fully prepared to be extremely disappointed.
Ive been to Hinckley & Mille Lacs, and they are both horrible horrible casinos. Words cannot describe the horrible customer service at these casinos. Especially Mille Lacs. Im from the cities. Me and some friends decided to vacation here at Mille Lacs for a few days. We have experienced horrible things from the minute we arrived. And Im not talking about the slot machines. On the casino floor late at night, there is barely any security around. So little that I have only been IDd once. We have experienced being followed by creepy shady people, watching us, sitting down close by pretending to be interested in our game were playing. Its so scary that we dont feel safe here. Especially considering the lack of security. We informed a lady slot attendant about it and she seemed high on drugs. She kept asking us questions even though we already said what she asked. For example, we told her what he looked like, she then asked what he looked like, we told her where and she would ask where he was. This went on for the entire conversation. She couldnt stand still, she was blinking her eyes like crazy and looking all over. She was just very awkward and uncomfortable to talk to. She was definitely on drugs. Why would anyone choose to go to a casino with such poor concern for their customers. They dont care in any way. Weve needed service at slot machines and they never come, and if they do its 15-20 minutes later on a super slow night. Please, whatever you do, DO NOT go to this horrible place. There are plenty of more professional casinos in MN. For the first time in my life I dont feel safe at a casino. And I regular at a lot of casinos. Im never coming here again.
We stayed here when going to a wedding nearby and everyone was amazing. My wife called ahead of time to see if we could check in earlier than the 4:00pm check in time seeing as the wedding was at 3:30 about 20 min from the hotel. At first she spoke with Pam and she said they had no available rooms cleaned at the time but since we were about 45 min out that she would put a note on our reservation and they would do their best to have on ready by 2:40pm (when we were set to arrive). When we got to the hotel we spoke with Sheryl and she had already heard about us and was so helpful in getting us checked in quickly so we could drop our luggage in the room and go. I couldnt be more thankful for both Pam and Sheryl, it made a hectic day a little less hectic. The rooms were very clean and had a mini fridge and a microwave and coffee maker. When leaving the next day the hallway outside the room did smell a little bit like cigarette smoke, which Im sure comes from the Casino part, but we didnt smell anything inside the room.
A Private User
I took my sister there overnight for her birthday. We had gotten there a couple of hours before check in and went to see if a room was available yet. The lady barked at us saying "Ill see if something is available but I doubt it" And was rude the entire time. There was a room available by the way. We were excited because there was a candy shop that the website raved about but was actually closed the entire time we were there. The buffet food was not very good (compared to Hinkley!). There was a guy named Fred who worked the counter at the Players Club that was rude, sighed, and grunted at our questions. He even ignored one of the questions we asked him. When I tried to get clarification he raised his voice and said "I SAID...." We are nice girls and have both worked with the public for a number of years. I could see if we were being rude to him first but it seemed to be this guys demeanor. The room was pretty nice and comfortable. We both decided we would NOT go out of our way to go there again. Two thumbs down!
Staying here has truly been one of the worst experiences in my adult life. Its absolutely horrible. Let me list off the problems I experienced here. Clogged sink which I was told would be fixed, never was. Gross. Worthless Wi-Fi. Good luck doing anything aside from looking at a Facebook status. Food was DISGUSTING. Whole place smells like cigarettes. Including the non smoking areas. The cot they provide for a guest is a joke. Their fitness center is nothing more than a few treadmills and some dumbbells. Its about the same size as your room. Yes. Its tiny. Staff seems to not care about there job. But honestly, working here, I probably wouldnt either. Do not waste your time or money. Avoid this place. I have no idea how it gets any decent rating.
Horrible customer service. Last year I went 3 to 4 times a month. Every month I would get coupons and perks sent in the mail. This year I have went 3 times on my own dollar, gambling, dining, and getting a room...only to be told they discontinued birthday room rates and theres no explanation as to why Im not getting any mailing discounts any more. The reservation lady told me to check into reward center for a birthday room rate but then, Im told, that has been discontinued...meanwhile the room price went up 60 dollars in one day. Ill save my money and get a room in walker or treasure Island. These people wont be getting my business any longer. The service has completely took a turn for the worst. Sad, we really liked going up there.