Ameristar Casinos, Inc. Customer Service Issues

I surprised my 85-year-old mother with a trip to Ameristar for Mother's Day. Although we only stayed one night, I noticed several issues that a high-end hotel like this should have addressed. There was no soap or soap dishes in the room, and the magnifying light and fan in the bathroom were not functioning. We had to ask for more towels as there were no hand towels and only two bath towels. Additionally, two out of the four washcloths provided had a black oily substance on them. The mirrors in the bathroom and outside looked dirty, so I cleaned them myself. There was also a splattered "gunk" on the picture by the toilet that I had to clean. Later, when we went to the pool area, there were unsupervised children past the allowed time. I tried to call the front desk, but no one answered. Overall, I expected more from a supposedly 5-star hotel, especially considering the high price I paid for the room. It was disappointing and unlikely that I will return in the future.

Hello, I am seeking assistance regarding an incident that occurred on 11/4 at Ameristar in Council Bluffs. Yesterday, my coat went missing from the coat check area near the parking garage entrance. I spoke with Penny Rathbun this morning, but unfortunately, she was not very helpful. She seemed disinterested and claimed she couldn't compensate me without a receipt for the coat. Instead, I was offered player card comps and free buffets which did not address the issue. My main concern is the missing winter coat, not other offers. Penny mentioned a resolution could take weeks, which I find unacceptable given the small size of the coat check area. Security was helpful yesterday, but Penny's lack of concern has left me feeling undervalued as a customer. I would appreciate further assistance.

During our stay at your hotel in St. Charles, Missouri, at the Ameristar Casino and Spa, my fiancée was in the bathroom turning on the hot water and shower overhead while I was trying to quiet down the kids who were playing pool. A security guy in a red shirt came in to ensure everything was okay after an alarm went off due to the steam from the bathroom. He asked about marijuana, and although I informed him that I do not smoke marijuana around my kids, he didn't find any in the room. Despite receiving no complaints about marijuana, he still escorted us out, which was a bit unsettling.

During my recent stay at your casino and resort, I was there for six days. Upon returning after a night away, I was promised a complimentary room for my next visit due to spending $16,[redacted] on rooms and gambling. However, when I came back, I was informed I had to pay $[redacted] for the two nights I was planning to stay. I mentioned the promised comped room, but was denied and not offered a reduced rate. My husband and I frequent your hotel every weekend, with him enjoying the poker tables and sometimes losing up to $8,[redacted] in one weekend. Despite our loyalty, we have never received any promotions or free rooms. Our dissatisfaction increased as we were moved six times due to room issues during our last stay yet were still charged the full price. Considering taking our weekend getaways elsewhere due to this disappointing experience.

I had an unpleasant experience at your casino and hotel last night. The staff at the front desk during check-in were rude, abrasive, degrading, and condescending. I overheard them making fun of my appearance, as I am missing a couple of teeth and overweight. Another staff member commented that I couldn't afford to gamble there. This morning, a front desk person was picking her nose and making fun of my friend. I was upset by these actions.