On Friday evening my daughter tried to place a carry-out order. She called five times and no one ever picked up. We ate elsewhere.
Saturday evening I tried again. I called the main number and chose the restaurant option twice; it rang unanswered both times. I then chose the casino option and reached someone who told me the restaurant wasn't their concern and they had nothing to do with it. I called a third time, asked for the hotel, and the hotel desk transferred me through to the restaurant. I placed a dine-in order and was told fifteen to twenty minutes.
We arrived shortly after and stood at the podium for roughly ten minutes with maybe three tables occupied in the whole room. One employee took our name and disappeared. A second came out, said the first should have helped us, and told us to sit anywhere. A third came by and asked if she could help, took our drink order and went to look for our dine in order. While we waited, another customer walked out saying he'd given up after two hours.
Our order came out incorrectly after 10 minutes -- not split as requested, and without a second plate. Two fries fell onto the table and were put back on the plate by the waitress (I hope the table was clean!). The order went back to the kitchen and 10 minutes later came back out with another plate and the burger split in half. I asked about our drink order and was told the bar was busy but "soon". Does it really take 30 minutes to open 2 bottles of Modello?. We ate the entire meal with nothing to drink at all. As we finished, we again received an apology for the drink order and were offered water but at that point we were ready to leave. I said just the check please and was told that the credit card machine was down and only debit or cash were accepted. We had neither and I asked for the manager.
The server comped the meal, which we appreciated but did not ask for. I'd rather have simply had a normal dinner.
I'd also say plainly that the staff were pleasant throughout and the food itself was good. The problems are structural, not attitude.
What I'd respectfully suggest:
Someone needs to answer the restaurant line. Three unanswered calls on a slow Saturday is lost revenue, night after night.
Dine in or call in orders should be filled promptly.
A call to another department should be addressed, not ignored.
Staff need enough coverage and clear ownership of tables so guests aren't handed between three people and served by none.
The card reader needs to work. Telling paying customers at the end of a meal that you can't take their card is not sustainable.
It was 7:30 on a Saturday night and the dining room was nearly empty. My wife's comment was that the last time we came in, the place was packed -- and we've been driving to Canton instead this past year because the last time we came in service was so poor.
I sent this review via email to Kara Faris-Lehman Corporate Management Cheyenne and Arapaho Tribes d/b/a Lucky Star Casino six weeks ago, resent it 3 times and also copied the general business office. No response. All in all, a sad day for the Tribes. They deserve their assets being managed properly.
Update; the Rez is no longer serving breakfast. How can you run a hotel without breakfast? There is a complete lack of care and focus by management. read more
