Northern Quest Resort & Casino — Hotel in Airway Heights

It's changed into a place just set up to take your hard earned dollars . They no longer seem to care about their customers nor do they even try to show you any of the customer plus's they used to made sure you were aware of when you checked in at the service desk before you started gambling. They never said anything about the food comps they'd give you against the money you were spending. That used to be something I looked forward to. And you don't see any of the servers who bring you drinks or food to you on the casino floor. They used to be everywhere. I saw only 1 woman with a tray. But she wasn't stopping to see if anyone wanted anything. She was just walking around with an empty tray. And when I tried to ask someone who was in service attire about thow a machine worked that I was wanting to play they just gave me a look that said don't ask me, I don't know what to tell you but to put your money in and push the buttons. Speaking frankly they put in a whole lot of new machines that don't give you a clue as to how they work or what you need to look for that will clue you in as to what you need to do when it gets to a point where you need to be aware of what it's costing you with each spin of the wheel.. these new machines make you feel quite left in the dark about how they operate and what they are costing you. They didn't entertain me as they did when I first started going to casinos. They intimidate and empty your pockets in nothing flat and leave you with a bad feeling that they saw you coming. And their only intent now was to get all your money, without making you feel anything but resentment for their lack of interest in the feeling of helplessness you were left with because their wasn't anybody available if you wanted to understand what you were doing or should be expecting to become aware of how this was entertainment. Another thing that left me annoyed and and added to my discomfort levels was when a machine ate my money but gave me no play. But when I pushed the service bell for help it took over a half an hour before I got a response from someone and even then it wasn't the person who could remedy the problem but just another person who didn't know where to go to find the person that should e responded. So again I had to stand by this messed up machine while others played. That actually happened twice on this excursion. Plus the machines are 4 times as big as they need to be so your line of vision is blocked and it's hard to find your bearings or locate a bathroom. Literally there are dozens of people in uniforms but nobody can help you. They work in another area. And you get the expression that you were the intruder rather than a customer who provides their paychecks. Once apon a time this place was fun. There was music in the background from different entertainment playing in different areas. You didn't need a guide dog to lead you around, and if you had a question or needed something to eat or drink there were service people coming as round every half an hour. Ready to help. I left this time with a feeling of why the hell did I even come here again? what used to be a little storyline to go along with the game making it easy to understand the path it took you on. But this time I was just completely overcome by the rapid depreciation of my bankroll. And how they mixed the larger denomination games amongst the the smaller ones so that it was very easy to find yourself on the same game you were able to afford was now a five or ten dollar denomination that you didn't notice was a lot larger . But they have these machines that don't pay you each time you leave a machine with physical cash like the old slot machines. It gives you a ticket and if you're just sticking these tickets back and forth from one machine to the next, and aren't aware they put these not very visible $ symbols at eye level. Mistakes are made and all your money can disappear without your suspecting anything was different especially the price tag. It was all gone in an instant. ...

I have been coming to this Hotel Casino for years. I spend thousands at this resort, got engaged there, we spend our anniversary there yearly and I also have 12 staff members I bring to the Hotel yearly for concerts, gambling and fun but unfortunately a woman staff member in the club absolutely ruined our experience and made me strongly consider going elsewhere from now on. |First of all I want to say that I am a business owner in the hospitality sector and know the importance of Customer Service.||My daughter just turned 21 so I booked a girls trip for 3 of us to Northern quest to see the MMA fights, gamble, dance and have some fun. It is about a 3 hour drive for us each way so it takes effort and planning for these trips. We went to the club and my daughter in law (24 years old) had a couple drinks too many. I had a lady come to my table and ask to speak to me outside of the club. She informed me that all 3 of us were kicked out and banned from the Casino floor for 12 hours. All 3 of us banned for 12 hours, wow, quite the consequence for doing absolutely nothing wrong!|She had security escort us out. I did absolutely nothing wrong and was still punished. We had numerous people follow us out and ask what we did wrong. We had people we met offer to take us over to Tribe Casino down the road but we declined and just decided to grab some neon pizza and head to the room. |This lady who spoke to me was rude, had no customer service skills and literally ruined our trip. I could have put my daughter to bed, come back down for some poker or slots, blackjack ect. Banning all in our group was ABSOLUTELY unnecessary. ||At that point we had not even done any gambling yet and this was night one out of 2. When your only there for 2 nights, banning all 3 of us from the Casino floor takes a big chunk of our limited time spent at the resort. We woke up and the 12 hours had not passed so if we wanted to gamble etc we were forced to go find somewhere else. |We checked out that Casino down the road which had been mentioned the previous night and had breakfast, some $2 beers, gambled, and really enjoyed ourselves. I just may have found our new favourite spot! The customer service there was exceptional, we all signed up for players cards and were given free play and treated wonderfully by all staff we encountered. We did a tour and had staff show us the concert area which was awesome! They are building a hotel which will be finished by the time we make our next trip to the area. |I know as a business owner how important it is to treat customers fairly and this did absolutely not happen at Northern Quest with this individual employee. |I spoke to a hotel manager regarding our experience and she was lovely, understanding but it was not her division. She referred me to hospitality. |I do have to say that the Valet is great, the rooms are clean and hotel staff are always kind and accommodating.|We were going to go back to the club the following night after the fights and after our husbands showed up, but there was that employee again so I was not spending a second of our time there and another staff member informed me she would be moving to a different position in the Casino in the following weeks. Thanks for the warning as I will not be returning for a long time due to this individual as that is where we spend the majority of our time is the Casino. We then just killed time as our group had the top swing area reserved which was a blast and would highly recommend. You can make reservations for that online. There was a certain waitress in Epic (Top Swing) who provided absolutely exceptional customer service and I wish I wrote down her name as she deserves recognition and was manager material. Thank you for making our night! My husband and I then gambled all evening as we usually do.|Would I recommend going to Northern Quest? |Yes I do, but for me, this experience left a very, very bad mark but opened my eyes to another option not far down the road. So thank you to her for that...

Where do I start, with the pros or cons? One certainly outweighs the other. It's a lengthy read, but worth it. Pros: •The River Hotel where we are currently staying, is right across the street from the Qlispé Raceways entrance. Where we attended the Street Outlaws event this weekend (August 14 & 15, 2025). (We are staying here 4 nights, 5 days for $1100.00, this info comes into play during the Cons list). Pros: •We were given a room overlooking the track entrance and the parking lot where my truck, trailer and race car were parked, so we could keep an eye on it. •Room is nice and shower is big enough for two people. ....and that's it for the good things about this place. Cons: •Bed was too soft. Mine and my wife's backs have been killing us all weekend because of it. •Customer service - there wasn't any. 5 times in 39 hours we went to the front desk asking for tissue paper, toilet paper, the trash emptied and some individual French Vanilla coffee creamers (that I'd seen in a 2nd floor meeting room) to be delivered to our room. Beside these 5 times visiting the front desk twice we spoke with housekeeping right outside our door for all the same stuff, to no avail (probably because they couldn't understand or speak English). After asking the front desk for the 4th time, they finally emptied our trash, refreshed our towel supply (that we didn't request) and put our dirty coffee cups back into the coffee station. The 5th time I spoke with the front desk, I let them know my disappointment with the lack of service in this facility and that we still needed tp, tissue, and the creamers. Shortly after that 5th time, someone delivered tp, tissue, regular creamer, Keurig Chai tea and decaf coffee K-cups. For this being a "resort & casino" you'd think guests would be treated as if it was a resort. We have not been. For $1100, you think there would be some level of customer service. •Breakfast at Masselow’s Steakhouse.....wife got an omelet. Not enough cheese, toast was cold, butter was frozen and unspreadable. Wait staff was nice, though. My biscuits and gravy...biscuits were way overcooked (almost black) and hard. I told them no onions, there were onions on it. I asked for overhard eggs, they were runny, and I HATE runny eggs. Hence the 'overhard' part of that order. For what they charge for dinner, they can't cook eggs and biscuits right? I'm certainly not going to pay triple digits for dinner when they can't master breakfast. We ate out for breakfast locally every day after that and breakfast was much, much better than here for a fraction of the price. •There is one restaurant that serves breakfast as the resort doesn't provide it (for as much money this "resort" makes breakfast should be included) and the one restaurant that does serve "breakfast", Masselow’s, can't even make eggs or biscuits right. •There is absolutely NO signage on the outside of the River Hotel telling guests which building it is and the first thing the guest sees when they walk into the River Hotel, is a sign about a canoe (there is also a Canoe Hotel in the property). Even the desk people in the River Hotel are disappointed with the lack of signage. If nothing else, the name of the River Hotel should have been laid into the walkway in large brass letters. •There was less than poor information given by the front desk when we checked in, as to where we were supposed to drive/park to access our hotel room. They provided no maps, no smoke signals, not even a hand drawn map on a cocktail napkin by a 6-year-old...nothing. "Just drive down there and take a right.....", is what I was told. Well, the issue with that (as stated above) is that I have a full size quad cab diesel truck with a 21' car trailer with a car on it. There's a lot of places all that doesn't fit. Unless something is drastically done by management to improve customer service and communication skills with guests, the housekeepers and desk staff (like teaching the housekeepers English) we will never...