Emerald Queen Hotel & Casino

Reviews 3

JA

Jay tanaka

I love the way the comp system is at this casino. I grew up around casinos in Reno, NV and always hated how other casinos did their comps for food. I love knowing as long as I play the two hours that I can at least eat at any of the restaurants or the buffet, which is my favorite buffet especially Tuesdays with crab and steak. Its not the cleanest casino or fancy, but that doesnt matter the most to me. They do have a good sized non smoking area and love the drink stations. The dealears are usually friendly and happy to help with advice. The slot machines have a good selection of games that I like. The biggest issue I have with the casino is the dining staff. I love the food quality, but the workers seem to always be in a bad mood or are non efficient. It seems like since they know people will eat there with the comps that they do NOT care about customer service. The asian deli is the worst as far as wait times and they are always extremely rude. The main reason for writing this review, as it being my first review ever, is because of a horrible experience I received. I played, got my comp, and went to the asian deli. I ordered the teriyaki combo and the order taker Beatriz repeated teriyaki combo back to me and I said yes, then also ordered a clam chowder soup and she rudely said no that they didnt have it. I said okay and then said I wanted the spring roll instead then for the appetizer. She then said they got clam chowder and I said ok. She said the comp didnt cover the balance and had to pay a little extra. Beatriz still being rude threw the change toward me and gave me the receipt. I went to my table angry that she was being so rude and looked at my receipt. She put my order in wrong for a seafood soup instead of the teriyaki combo and that was why there was an extra charge. I went and told them that my order was taken wrong and Beatriz got mad grabbed the receipt and went in the back to tell the cook to make the teriyaki combo. She came back in a bad mood and told me that I ordered a #51 which was the seafood soup. I told her no, that I didnt even order by number and said teriyaki combo. Instead of her trying to take care of it, she wanted to argue with me and said no that I ordered a #51 rudely. I was so mad that I just walked away from her. I normally try to be patient and understand that mistakes are made, no one is perfect, but Beatriz started it rudely and was not friendly at all throughout the whole problem and wanted to just argue. She shouldnt be allowed to work with any customer service position until she can learn how to treat people. This isnt the first bad experience that Ive had at that deli either and only go back because my girlfriend likes the food there. If it wasnt for the bad customer service at all of the restaurants, I would more likely give 4 stars for the review.

M

M V

WORST SECURITY CUSTOMER SERVICE AND MANAGEMENT! Now I normally do not write a comment or voice my bad experiences with business because I usually never have one, but I have to say Emerald Queen Casino is a place that does not treat its guests well or nicely. I have been going to Emerald Queen Casino for quite some time but when I saw first hand how they treated my friend for having a temporary License from the DOL, they let him in at first and then management came and talked to us to ID him again. Now my friend had his temporary license (given from the DOL electronic kiosk). It was a print out on a 11x8 full sheet of paper. It did not have his picture on it, but it did have all his information and even contact information for the DOL in case there were questions. Now I can understand if they turn him away for only having that paper, BUT HE DID HAVE HIS ORGINAL EXPIRED LICENSE that clearly had his picture and all the information and such needed to confirm his identity and age. But they made him leave and showed no remorse for doing so. At least a credible business would go the extra mile to confirm the necessary information needed or say sorry. NOT EMERALD QUEEN CASINO. THEY TRY TO INTIMIDATE YOU BY BRINGING 5 SECURITY GUARDS TO MAKE YOU FEEL LIKE GARBAGE. Watching this happen to my friend was very upsetting because he and I go there and spend tons of money and dine at their restaurants. He is in the Military at Lewis McChord and frequents this casino with friends and family, then to be turned away for having legit legal documents that the DOL GIVES YOU AND SAYS USE THIS FOR YOUR LICENSE was disheartening. One of the employees said they have never seen seen a print out like the one he had. Well maybe she should school herself on new technology and update herself with the way The Department of Licensing issues official documentation. Instead they let older guests in who probably do not even have an actual ID present on them. If they want to enforce their policies then maybe they should ID everyone regardless of age. We will not return to this casino again. Snoqualmie Casino is a way better choice when it comes to guest hospitality. Even Tulalip Casino treats their guests better! Sorry but EMERALD QUEEN lost two customers due to bad guest service! Avoid this place and take the extra time to drive to a better casino. Youll find that its way worth it.

A

A Private User

My wife and I take my 101 year old grandmother to the EQC in fife about once a month. She loves to play the slots and I love to spend the time with her. My grandmother really enjoys eating there after we gamble so we always check in with our player cards when we get there because after 2 hours they will give you a free $20 comp which tends to help with the pain of all the money you just lost. LOL. Anyways, after we checked in we started gambling and went for about 3+ hours and decided to call it quits. When my wife went up to get the comps for all of us(I have to push my grandmother around on a walker and it is sometimes hard to get her through the line) they tell my wife she was observed not gambling and would no honor her full comp. I wondered what was taking so long so I came up to her and they told me that one of "their people" saw her not gambling and that is why she was not entitled to her full comp. When I asked who observed her not gambling, they would not answer and told me there was nothing they could do about it. I honestly could care less about the comp, it was more about the fact that they seemed to be accusing my wife of trying to take advantage of the casino for a free lunch. The only time she didnt gamble during those 2 hours is when we were looking for a new machine, 1 time when I got a bonus that lasted about 5 mins, and when we got separated and she was trying to find my grandmother and myself. I know she was gambling because she came up to me a few times to get a little more money because she wasnt doing that well. To make a long story short. I spoke with 3 different managers and all of them told me there was nothing they could do and asked me if I would like to write a complaint. My wife was very upset that they would think she was trying to scam the casino for a free lunch. I ended up giving them back the comps they gave for my grandmother and I and we left. It was never about the comps, but the accusation that we would honestly try to take a comp that we didnt earn. I have never been treated so terribly. Not one person said, "Im sorry and apologize for this happening". Lets just say we wont be going back to the EQC anytime soon.

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