Red Deer Resort & Casino — Hotel in Red Deer

The games manager was approached with complaints about my service puppy being in the establishment, and while we were having a late supper in their restaurant, I was told that I was not allowed to give my service puppy any food whatsoever. He was reassured that she was a registered support dog,but he chose to follow up with the complaints by sending a security guard over to our table to voice this request. I told the security guard that she is in a working capacity and she has basic needs too. I asked who complained, and I was told that customers in the casino had approached the games manager with these complaints, and I was told they are paying customers, so I have to stop giving my support dog any type of food. I reminded him that she is in her carrying case on the chair, having a few carrots ( her favorite treat), and iced water in a paper cup, It's not like she is on the table bothering anyone, she is in a working capacity for me, she has basic needs while doing so, the manager knows her credentials and we are paying customers too. We had to pull away puppies' little treats and iced water and decided we had to take our meal to go. That was the first time we had been out in weeks because of my disabilities so we were very upset that people could be so ignorant towards service animals and management too. I launched a complaint to Wanda( one of the managers) who brought up the subject at their meeting. Today, she called me back and just said she was sorry for what we had to go through and questioned us about puppy's visual aids to show she is a support dog. I told her she usually wears her harness that has a dog tag on it that reads Support Dog, but, when she is inside, and in her carrying case ( which she prefers), she gets hot, so often take it off for her comfort. I suggested sewing an emblem right on her carrying case, which Wanda agreed this would be a good idea because some people are not aware that small dogs can be service animals too. However, it should be common knowledge that unless you provide proper documentation for your support animal at the door of any establishment, you can not enter it period,( especially when they are in a carrying case). Wanda had initially offered us a meal on her if we come back there, but, just verbally apologized for the treatment we received today and that was it,( and the suggestion of clear service animal identification emblem). I phoned her back to remind her that the games manager was aware that she was a support dog, but, chose to send security over to us to demand that she is not allowed to eat anything because paying customers were complaining. Wanda said she will talk with him about it. Jackpot Casino downtown always welcomes my support puppy when we go there a few times a year, they automatically bring her ice water, the restaurant waitresses bring her an extra small plate to have a treat while we have our meal if we stay for supper, and when people complain they are automatically told that she is a support dog and if they find offence to it they are welcome to go elsewhere. We are used to our support puppy's presence being protected when we go out, not objected to and told she needs more clearly visible signs that she is a working animal and told not to attend to her basic needs by a games manager because people are complaining. In conclusion, I say that people should know that unless you provide proper identification for your support animal at the door of any establishment, you will not be allowed in, service Dogs come in all different sizes, they have basic needs while they are working, they are accompanying a disabled person for an important function(s)whether a person's disability is clearly visible or not, people that complain about service Dogs should educate themselves with their functions and importance and /or go elsewhere if they can't accept them, business personal should become familiarized about the legal rights of service animals/handlers before enacting on ignorant complaints. And if any business personal infringes on these rights,...

We decided to stay close to home for our anniversary and try this newly renovated and a repurposed resort.

Our experience in the order we did things

Arrived at 5 pm. Check in took forever as other customers had a million questions and were chatty. Probably 20 to 30 min to get checked in and only 3 check ins in front of us.

Dropped our bags in room and went for dinner

HIY STEAK restaurant Staff - super friendly and awesome I had Steak with broccolini and mushrooms. And it was perfect and excellent Wife had lobster Mac and cheese. She couldn’t eat it as it was dry and super fishy tasting. It’s not really a steak house atmosphere. More of a mom and pop little town restaurant.

CASINO Nice. Clean. And what you would expect. Although we did expect it to be much bigger considering the hype we heard around it.

LOUNGE in Lobby Wife wanted something to eat as she never really got dinner so we stopped here. Staff was friendly and that was about it Took over 20 minutes to get a drink and over 45 minutes to get food. Customers all around us were waiting forever for things. One guy got a salad and then waited 15-20 minutes for utensils. Food was not great and service was just horrible. My wife got mad at me for tipping. Which took 20 min to get bill almost. We were here forever for a quick drink and snack. Also drinks were very watery. We both doubt there was alcohol in them.

Then we went to our room……….. This was one bedroom suite

Earlier when dropping bags we saw how out of date the rooms were but knew hotel was old but that was it we left.

When we returned for the night we found a mess of items that just disgusted us.

Bedroom has no ventilation and was super hot. There were stains all over carpet and under end tables has not been vacuumed in a long time.

Living room. TV was shattered, wall paper damaged and pealing, stains on floor and lampshade, carpet had string hanging everywhere. Snot on the wall. Was just unbelievable.

Bathroom. Where do I start… there was a smudge of what looked like blood by the door handle, door handle was trying to cover a hole in door. Caulking on counter was just pasted over what appears to be mold. The tub surround had mold on walls, drain was gross, roof in disrepair. Big dirt smudge on roof and air vent not cleaned in long time.

So we decided to call the front desk. Main thing was I did not want to be charged for a broken TV. Desk was polite but because they were fully booked they were not willing to do anything. Wouldn’t even send someone to look. I asked for refund and we would leave. But because I booked through Expedia it was out of his hands. Like he just didn’t care to try to help. I called Expedia and thankfully they were a great help. Got me a refund. We grabbed our bags and left hotel at like 10:30 pm

As we left I wanted to make sure we were not going to be responsible for TV and the desk said ya that was last guest and he was charged for it. ?????? Why was it not fixed before we got there. Room was not rentable.

I planned this night out with my wife for our 9th anniversary and it just turned out to...

This was by far the worst hotel experience I’ve ever had—absolutely terrible from start to finish.

We stayed at Red Deer Resort & Casino on June 8. We booked a room for 3 people, with one king-size bed and a paid rollaway bed, as clearly indicated in our reservation and payment summary.

When we arrived, the front desk insisted that their system only showed a king bed and tried to charge us again for the extra bed. Even after I showed them proof that we had already paid for the rollaway, they questioned us instead of acknowledging their mistake. Extremely unprofessional behavior, especially when the error was clearly on their end. In the end, they temporarily agreed not to charge us again, telling us to “explain everything again” at checkout, and that they would leave a note.

After this frustrating delay, we finally entered our room—only to find that the air conditioning was broken, and there were only two sets of towels and amenities, despite paying for three guests. It took over 20 minutes just to get the extra towel delivered. We reported the A/C issue and waited nearly 30 minutes before someone came, who merely said he restarted the system and told us to wait a few more minutes. Nothing changed after another 20 minutes, so we had to call again.

Only then did the front desk finally agree to move us to another room, which had working A/C and two double beds. They also pushed the rollaway bed into the new room. By the time we were fully settled, an hour and a half had passed. We were exhausted.

To make matters worse, the hot water in the shower only lasted a few seconds before turning lukewarm. At that point, we were too tired to complain anymore.

But the worst part came during check-out. The staff at the front desk actually tried to charge us again for the new room, saying our original booking was for one king bed and the room we were moved to had two double beds, so we had to pay more. I was furious. I asked, “Didn’t the staff leave a note saying we were moved due to a broken air conditioner?” She clearly had no idea what was going on.

I showed her the same confirmation with the rollaway bed fee, and she barely looked at it, dismissively saying she didn’t see anything. She seemed completely uninterested in helping and instead was flirting with a male coworker at the front desk the whole time. I’ve never seen such unprofessional and careless service in any hotel.

After a long and frustrating conversation, she finally said we wouldn’t be charged extra and that the deposit on our credit card would be refunded—but at that point, how could I even trust that?

Overall, this was a nightmare. From system errors, poor communication, broken facilities, to rude and inattentive staff, it felt like we were treated unfairly—especially as Asian travelers. We paid in full, followed all rules, and yet were made to feel like we didn’t belong or deserve proper service.

We didn’t just experience bad service—we experienced a complete...