The Isle Casino at Black Hawk, Colorado.
Posted Oct 15, 2016
We stayed 3 nights during the first week of October 2016. I was having eye surgery in Denver and needed a nice place to stay. The rooms were clean / comfortable and the wait staff were really nice / helpful. I was very disappointed in the front desk staff. When we tried to check in at 2pm after surgery on October 5th, the staff told me I could not have a room until after 4pm even though I was standing there with an eye patch on swaying from exhaustion. They actually told me I was welcome to go gamble for a couple of hours even though I explained about having had surgery and how badly I needed a room. I even offered to pay a little extra if we could get into a room that was already cleaned & ready. I know folks check out early in the day - we did on our last day. In the end I had to sleep in the backseat of our car in the parking garage for two hours before I could get a room at 4pm. Basically I begged to be given a room early due to the circumstances. I guess it's ok for patrons to spend their money in the casino, but a little sympathy and help is too much to expect. Very disappointed with the front desk. The wait staff, on the other hand, was amazing and very, very helpful. I will have to think hard before staying here again. I don't like to be looked as just a walking wallet. Hotels are supposed to be about customer service.
Comment from Hotel Management
Oct 17, 2016 by Hotel Management, Hotel Management
Hi again, Carol! First off, we hope you had a quick and speedy recovery. It does not sound like your experience was up to our standards. We pride ourselves on customer service and hope that your next visit you get to experience our friendly and accommodating staff. Although you did not have the easiest time checking in, it is great to hear that you enjoyed our fabulous waitstaff. We hope that you come visit again soon because we know we can do much better next time. Thank you for taking the time to share your visit and give your feedback. We will most definitely use your experience for improvements.