Ameristar Casino Hotel Kansas City — Attraction in Kansas City

We continue to try to like ameristar but they always seem to make it difficult. The staff is always busy and very put out if you ever need assistance. We prepaid for our room but about 11 seconds in the hit your card again for 17 dollar per day use fee and of course a 100 dollar hold also for "incidentals" . It seems the use fee is for all Supreme luxury accomidation and amenities they claim to have. Luxury things like a fitness room and luxury parking that is unmarked so you have to wander around like an idiot until you figure it out or someone comes out and doesn't help you by explaining where you can park but is rude and nasty and talking down to you while explaining where you can't park. Then the 1/2 mile hike across the lot only to find out the most convenient way to get inside on the side of the building where the parking lot is located has a tiny sign that says "EMPLOYEE ENTRANCE ONLY" ! So now you have to drag your ass and bags and dogs and grandma and whatever else you have in 1 trip because there is no shuttle or help inside which is only more enjoyable as you are walking back around 1/4 of the building to the front entrance. This is even more awesome if you happen to arrive on an inclement weather day like we did with a fresh 3 inches of snow and still more falling. All I was thinking as I was freezing and wheezing just to make it inside was how incredibly close and nice it was up under the entrance and how the 60 or so empty covered close parking spots were only available to valet and how deserted the place was because of the snowstorm. I'm really glad they were on top of things making sure we don't park were we weren't allowed. I mean I totally understand that total chaos and anarchy can break out in an instance especially with my mother who is 83 my wife who is 61 and me the pack leader who is a spry 64 years old. Well after our 2 hour nap we decided to set the gps and start on our journey to the casino from the hotel the walk from the rooms to the playing floor is unbelievably far. We regret not having packed a snack and bringing our foldable chairs when we stopped for our refresh break. Then for the staff to be snippy like they are is just too much. I should've realized when we were there the 1st time about 6 months ago but i try to see the good in people. The last time we had hiked in so far that I was exhausted and still playing a slot when my cash ran low so I hit the service button and when the person in charge arrived to assist I explained to him I was disabled and my pin code on the player card they had just made me wasn't working and I asked if him or one of the staff could run the card to the cage for me so they could fix it, They rudely refused even after I explained again I was disabled. So I asked to speak to a manager and when one arrived he instructed me they didn't do that. So I asked him if I could possibly use a wheelchair if they were going to insist I walk back to the cage. He said they didn't provide people like me wheelchairs. I said wow I've been in here now over 2 hours and spent 300 dollars and you are being rude and insensitive. He said that calling him rude was intolerable and unacceptable and it was time for us to leave. Within 3 minutes he had about 6 security people there that escorted my wife and I off the property. He acted this way in front of at least 20 people and the 1 person that had the nerve to tell him he was wrong and was going to post the details later on Facebook well they told him he wasn't going anywhere and called the police on him and had him trespassed off the property. I honestly don't know why I tried again with them. They are...

As I made my way across this great country, choosing to stay at Boyd properties when they were available, this location has many challenges and based upon my years of managing in service industry, I suspect the problems are due to the people at the top showing a lack of confidence and lack of conviction to serve their guests and keep a top tier hospitality venue. Nothing in this entire building escaped my attention to detail and the details show that the staff is over worked and under appreciated. The first clue is the dirt found in corners, no time to spend scrubbing corners as the push is on to get the cleaning done fast, from the public areas in Casino and hotel lobby to the rooms and common areas on the way to the rooms. House keeping can only get so much cleaned in the time allotted. In the days of me doing the maid service it was assigned by the manager telling each maid they had to clean a set number of rooms and you had to be finished with that number by the end of the shift. I don't know if that is still the way but I'd bet it is at least very similar. The tile in shower needs a good scrub and disinfecting to remove the mold that is growing on the rubber space holder between tiles, corners are dusty, cords are left out all around electrical items, the bathrooms have zero safety bars and the tile floor in the shower and the floor in bathroom is highly glazed which means slippery when wet feet hit the floor and nothing to grab or hold on to and nowhere to have your towels close by only saving this is the terrycloth floor towel that might be hanging on the shower door with wash cloth in the pouch made by folding it a certain way. The hotel is showing it's age and is in need of some deep cleaning and updates to carpet, furniture, and wall cover. This was the Casino where my tito disappeared.$213 gone and when I reported it last time I 100% knew exactly where it was the answer I got was we've had security watch the video and they cannot see the tito. With all those cameras they can't see that piece of paper? Fall from my hand, the counter, my bag, when I can say with 100% certainty where I got the tito, where I last saw it, I am not surprised as I know the security cameras are not there for the customer they are there for the Casino. In my opinion of this has been Casino money they would have looked ink it was found. Customer money who cares, just tell them we looked and send them on their way. I wouldn't stay here again even if it was free. And people off you go here and you get any water, drinks, food, a room, or have your bags brought up TIP YOUR SERVER, THEY CAN'T SURVIVE WITHOUT TIPS. I know they are being worked to the bone and the customers are not topping because the response when I top is ecstatic and you don't need any change? Or just showing true gratitude when they don't get shown appreciation why should they rush to get your bottle of...

Disappointed First-Time Casino Hotel Experience – Will Not Be Returning

My daughter and I recently stayed at this hotel from 7/8–7/10 during our trip to Kansas City for Worlds of Fun and Oceans of Fun. Neither of us had ever stayed at a casino hotel before, so we were excited and hopeful for a fun, elevated experience. Unfortunately, the stay left us extremely disappointed.

We arrived Tuesday around 4:15 PM after a long day at the amusement park. I had read online that valet parking was available, and since I was traveling alone with my 10-year-old daughter, I thought it would make the experience easier. We pulled into the valet lane expecting some assistance—no one came. There were no signs directing where hotel guests should go if valet was unavailable, so I ended up circling around and eventually parked in the hotel drop-off lane myself.

No one greeted us. No one offered to help with our luggage or even hold the door, despite clearly seeing a mom and child juggling bags. When I approached the front desk to check in and gave my name (Lindsay Sargent), the front desk agent immediately questioned the credit card on file because it was under my husband’s name. I explained we booked the room through the hotel’s own website and used our shared card for points. I offered my own ID and a valid card with my name, but her attitude was cold and dismissive. She barely spoke a word, didn’t welcome us, didn’t provide any helpful information about the stay—not even the fact that we needed our room key to access the elevator.

Day two wasn’t much better. After being gone all day Wednesday, we returned around 5 PM to find that housekeeping had not cleaned our room. I had to track down towels and cups myself.

For the price we paid, I expected at the very least basic hospitality and professionalism. This experience was anything but. The service was cold, unhelpful, and made us feel like a burden rather than welcomed guests.

If my daughter hadn’t been with me, I would have shared all of this in person at the front desk—but frankly, I didn’t want to ruin her evening.

This was our first and last stay with any Boyd Gaming-affiliated property. Save your money and choose a hotel that still values the customer experience.

— A customer who will not...