Cities of Gold Casino — Attraction in New Mexico

WARNING BED BUGS!!! Let me start off by saying that I have been staying at Cities of Gold Casino Hotel off/on for many years now. I have seen when it was a nice, clean & a pleasant hotel to stay at, but over the last few years it's become very run down, dirty & not very well maintained! I've dealt with & have also heard from several family members/friends who have stayed there & complained about cleanliness of rooms/furniture & how the front desk staff are very rude, unprofessional & show no concern for any issues/problems or complaints you may have during your stay! I still have given them the benefit of the doubt because of the price and convenience, but as of August 9, 2025, it will be the last time I stay there! I am very upset due to the BED BUG issue/being bit & how Haley & other staff members have handled the situation after the fact! I called front desk & asked management to please come to our room 107, Haley came & mentioned she was Supervisor/Manager on duty. I then showed her the alive bed bugs in bathroom counter that had fallen out of my hair/neck area, where I had several bites/welts. Haley mentioned for the inconvenience, we would not be charged for our 1-night stay. I then asked her what about our cloths & stuff, I didn't want to take them home & if we could wash/dry it there. She said no that's not a good idea, as they didn't want to chance infesting the rest of hotel, but that we could take our stuff to the nearest laundry mat to wash/dry our stuff in hot hot water there. Here we are a week later, I've been CHARGED for the room & I've yet to hear from any kind of management!!!! So, I called hotel spoke with Haley again, who claims she reversed the charge. I let her know that I have no credit or reverse charge on my account & that I would drive an hour back out there to show proof of charge. Haley then told me I would have to wait until Monday to see about resolving the charge, as her upper management is on vacation in a remote area with no service available! I got upset with her response, as anyone would! I don't think I should have to wait until Monday, as I find it hard to believe there is no other management that can resolve this problem! Haley said I didn't have a choice but to wait and she hung up on me. I've now reached out to Buffalo Thunder Hotel Casino to make a complaint & am waiting for Management to call me back. I'm so disappointed with the customer service I've received in...

Depends on who you talk to. I got a promo in the mail for 4 nights free stay here. Like the smart person I am I threw the promo flyer away and called to verify that it was still available to me. I called at 7 am to a grumpy lady who said their computers were down and that she would have to transfer me to their sister hotel to see if I got the promo. Okay sure, and the lady I was transferred to was polite but I waited on hold for 10 minutes trying to get a hold oth reservation line to book my room. I decided to hang up and try again. So 3 hours later I call the casino again and get a hold of a man who you can tell hated his job. He was so rude to me over the phone. I said I had a promo for 4 nights free stay there but I wanted to verify before booking a room. He asked for my players card # and I said I didn't have that, then he asks if I have the flyer, my card # should be on that, again I said no then he snaps at me "Well I need the card number to see what you have available." I was really shocked. Like really. I'm not exageratting this guy snapped at me. I told him the last lady looked it up by my name and DOB in which I got a heavy sigh and then he proceeded to look me up using my name in DOB. Like, I'm sorry I'm making you do your job.... but shoot. This guy was rude. So he confirmed my free nights in which I asked if I could use them for this weekend. He said I would have to call the casino and gave me their phone #. Before I was able to say anything else he hung up. RUDE. Then I called the casino to book my rooms and that lady was rude too! I couldn't believe it! In a rude manner she tells me that they have no rooms avail for Saturday and only king size beds avail on Friday. Instead of her telling me I didn't have to use my nights consecutively she just was like too bad. Man, I hung up and called again in which I spoke to a Bianca or Briana there. SHE was so professional and nice and explained my promotion to me and helped me book my rooms. Y'all need to work on your customer service because you got some people with nasty attitudes...

If it were possible for me to give less than 1 star, I would. I was completely disappointed and totally disgusted. I booked this hotel because it was close to where my grandson was going to celebrating his 21st birthday. Upon entering the hotel, I was not acknowledged and/or greeted. The lobby was empty with the exception of the front desk clerk, Haley, (I later found out her name), who was working on the computer and just asked for my last name and credit card without so much as a glance. I informed her that I booked through Hotels.com and presented my itinerary number. Haley was having difficulty retrieving my information and went to get the assistance of Brenda, (I found her name out when she answered the phone as she didn’t acknowledge me at all either). I did tell them that there initially was 2 reservations but I canceled one and I called Hotels.com and verified that the cancelation had been processed. My reservation was found and I was checked in. There was no coutesy or pleasantries exchanged at all. It was awkward and uncomfortable as if it was an inconvenience. The room was below standards and was more like an hourly motel. I purchased Lysol spray and wipes in an attempt to sanitize the room myself. I purchased water to drink as well. I didn’t want to interact with the front desk staff by requesting water due to earlier interactions. I went to meet my grandson and upon return, (it was evening time and dark), I had to go to the rear of the building near the dumpster to get to my room. There were several vehicles parked in the lot with people just sitting in them... just sitting in the parking lot. I rushed to the door as quickly as possible. I used the ironing board in the room as a form of barricade. I took pictures to memorialize the atrocity. I didn’t sleep well between the loud A/C unit and concern for my personal safety. At a little over $100/night, it was...