Damon Washington

Review of Ameristar Casino Resort Spa St...

NEGATIVE 5 STARS! Terrible guest experience. I've ...

NEGATIVE 5 STARS! Terrible guest experience. I've emailed 3 people and have not heard back yet. This place is no where near the caliber of Hollywood Casino or any of the other casino resorts in the area. Do yourself a favor and DO NOT STAY HERE. Rude staff, dirty rooms, skeptical ethics.As a long time customer of Ameristar, I am very unhappy about the way you and your staff handled my experience today. I am very very unpleased. I purchased my mother a birthday present so she could enjoy her time off work and away from the grandkids. She hasn't had a birthday present in years so I wanted to make this a special occasion and for it to be smooth. My experience has been the exact opposite. First, it took 3 hours to confirm the reservation through BoydGaming. When she got to the room, she was hungry. By the time she got there, everything was closed therefore she had to leave the resort to get food. Secondly, we went to extend the check out time. Apparently, that's not available because we did it through a third party. Okay makes sense. I set up a new reservation at 9am and I get a call at 6pm that there is no reservation. My mother has not been able to get in the room since then. I've now been contacted by 3 different employees to get this figured out and she has only spent about 5 hours in the room total. I don't understand why this experience has been so frustrating and would very much like to speak with someone about how you all manage guest experiences. I now have to pay for 2 days for the room that she was only able to spend a few hours in.

As a company that focuses on experience and hospitality, it felt very much the opposite. Chris, Juan, and the front desk guest service staff needs a better training for guest experience. After all of this, no accommodations. WHAT A JOKE!